LensmartReviews of lensmartonline.com

Great until you have to deal with customer service. Ordered from them many times, I pretty much have a collection of glasses from them. Obviously ordering glasses online is iffy given you’re not trying on the glasses first. But how much can you really expect from frames that cost less than a meal from Olive Garden? What drives up the price are the lenses and all the special stuff you want to add to it. I’m currently 8 days into trying to return a pair of glasses, one that took 20 days to arrive into the 14-23 days standard shipping estimate, the longest it took to ship from all the times I’ve ordered from them. One of the tips of the arm of the frame has the color chipped, and I’ve been emailing back and forth with customer service for the past week trying to return it. They ask for pics from this angle, then another email asking for that angle, now they want me to take a pic of the front where there’s no damage. Their return policy says that the percentage of the lens price refunded (the more expensive part of the glasses) is reduced to 70% within 15 days of delivery, then down to 50% 16-30 days from the date of delivery. On my latest email I sent, I called them out on the delay they are causing with the emailing back and forth. They could simply ask for the pics they want in one email and got it over with, but they decide to ask for them separately. I said it seems like a delay tactic to either reduce the percentage of my refund or have me lose patience and give up altogether. Their latest email to me basically says “sorry for the inconvenience, but send us the pics we want”. I’m about to take a 360 video of these glasses in every angle and send that. 4/15/26 Update: A dozen or so emails later, I will not be getting a refund. They did offer a replacement for free, and a 25% discount on my next order for the inconvenience and to delete this negative review.

I ordered glasses from Lensmart, but unfortunately the order arrived damaged. One pair had a cracked frame that caused the lenses to repeatedly fall out. The other glasses are loose and difficult to wear. When I contacted customer service, they asked for photos and then directed me to adjust the frame myself using a video tutorial instead of offering a straightforward replacement or refund. After several emails, I am still waiting for confirmation that I can return the items for a full refund. The process has been frustrating and much slower than expected. ⭐ Disappointed with both the product quality and the customer service response

I couldn't focus at all in my glasses. Requested a refund under their guarantee scheme but they tried to claim my PD was incorrect (they measured it off a photo - in which my eyes were focused on the camera - rather than using the methodology outlined on their website, so of course it showed a different answer!). Nice loophole, and I had to settle for a partial refund and pay the rather expensive costs of returning the glasses to the USA. Avoid.

The sizing advertised on the website is completely different to what I received. With a 19% error. The company are refusing a full refund even though the item they sent is not what they were advertising. They’ve said I’d need to pay to ship the item to California to then have an undisclosed amount in a partial refund.

Unfortunately, my experience with Lensmart has been very disappointing. I followed all instructions, returned the glasses internationally at my own expense, provided tracking, and communicated clearly. Despite this, the process has been extremely slow and unclear. I was repeatedly asked to close my Klarna dispute before receiving a refund, which put me at financial risk. Communication has mostly consisted of delays and references to “waiting for warehouse feedback,” without any clear timeline. For comparison, I ordered from a competitor afterward and received a refund without even needing to return the product. I would strongly recommend improving customer communication and making the return process more transparent and fair.

I paid extra for rush shipping. They have been in transit for the last 14 days. I didn't know when ordering that they are made and shipped from China. I was in a rush to get these glasses, which I ordered nearly 25 days ago. I hope they were made correctly, but if not, I paid extra to be able to get refunded if they did it wrong. Yes, that is right, if they filled the order wrong you need to pay for their "insurance" to be able to return them. I won't be back to this company.

I ordered glasses and uploaded my recent prescription. The glasses arrived and only one of the lenses was a prescription lens, the other was just a normal lens therefore I could not wear them. I contacted them via messenger and I had to send photos and a video to prove the error in the glasses and eventually got a refund. I did not get my delivery insurance refunded though so I had to pay that. I would have given them 1 star as the service was disappointing but I have given an extra star as once the refund was agreed, it was processed quickly.

I ordered two pairs of glasses and one of them was almost perfect. The second pair was awful on me. Lensmart has a free return/exchange policy but it was a problem because they make you pay for the return and write a five star review. I did both of those things and my return, for whatever reason was stopped at customs and sent back to me, and their response was oh that’s odd well you can pay AGAIN and try shipping it back to us. I’m not gonna pay twice to return an item that would now cost me more to return than what the price was to buy in the first place. I was very disappointed in their return policy and support. I will not order from them again.