LensmartReviews of lensmartonline.com

Update!! This clown company is still not taking accountability. I have been responding every day since I received these glasses. They did not make my glasses according to my prescription and they aren’t remaking. You can respond to this review however you want to look like you care to the public. But you’re a scam company who won’t do the right thing. I wish I could give negative scores. They made 2 pairs of glasses wrong in February and I’m still going back and forth. They don’t think they made them wrong. I have multiple glasses with the prescription I submitted. I can see out of all of them with the exception of ones they made. They also told my since the ginger was a special frame they won’t refund. Sooo they made my glasses wrong, they won’t remake or refund. They also make one pair regular and I ordered them as sunglasses. Their customer service team is terrible. They just steal people’s money.

My second review. Still won’t help me get a refund. They are wanting me to test my glasses with a machine and provide a video which is ridiculous…. Cause everyone owns one of those. This company is a joke and will take your money and not provide a reasonable solution. Here are some of their responses We were previously confirming your prescription information; we can only provide a solution after confirmation. If you want a full refund, could you please provide a video of the machine detecting your lens prescription and the results? Sorry, if you cannot provide a test video, we can only arrange a return for you according to our policy. According to our policy, your first contact with us is within 15 days of receiving the package, the refund will be 70% of the lenses and 100% of the frame. Please note that you will need to pay for the return shipping of the glasses yourself. Could you please accept it?

Never responds. Never got my order. Apparently being held at customs and I’ve tried serval times to contact them!! It’s been horrible experience both shipment and seller. Never ordering again!!!

Non posso dare meno di una stella. Ordino 4 paia di occhiali. Sbaglio l'inserimento di una prescrizione... non riesco ad annullare l'ordine in tempo e mando email, messaggi su messenger. Quando mi rispondono 2 giorni dopo(pessimi) mi dicono che devo pagare un supplemento. Sono contrariata, ma accetto. Gli occhiali ordinati arrivano dopo un mese e passa circa. Uno degli occhiali ha le lenti progressive, perfette, uno è con lenti standard anche questo è ok. Le note dolenti cominciano con le due paia di occhiali con la stessa prescrizione acquistati per mia figlia di 9anni che ha un problema alla vista che comporta una differenza di diottrie tra un occhio e l'altro molto importante, per cui prendo sempre lenti avanzate, più sottili. Quelle di Lens Smart non sono lenti avanzate ma fondi di bottiglia che fanno vedere molto bene questa differenza e fanno sembrare un occhio più grande dell'altro...neanche le peggiori lenti standard sono così spesse. Lì per lì non dico niente, mi sono semplicemente detta che non avrei comprato occhiali per mia figlia in questo sito. Mia figlia dopo un po' mi rivela che con uno degli occhiali non vede bene ma già è passato il tempo entro il quale fare il reso (di solito li porto a controllare immediatamente dall'oculista ma ho ritardato). A fine aprile dopo 4 mesi circa si rompe un nasello degli occhiali con cui vede bene. Lavorando ho trovato il tempo tre giorni fa di scrivere a lensmart. Questi occhiali, molto carini nell'aspetto, presentavano un problema: uno dei naselli si allargava verso l'esterno facendoli scivolare sul naso facendoli sembrare storti. Più volte ho dovuto regolarlo finchè non si è rotto, nonostante la cautela. Mi viene chiesto invio di foto. Invio foto da ogni prospettiva per far vedere che gli occhiali sono perfettamente integri e senza danni che potessero giustificare una rottura simile. Mi viene chiesta una foto del prima della rottura, come se mi potessi aspettare che si potessero rompere così di punto in bianco! Mi dicono che non potendo verificare il prima non possono applicare la garanzia a meno che io non faccia una bella recensione a 5 stelle. Naturalmente ho risposto di no! Sono qui a scrivere la verità e se potessi inviare gli screen dei messaggi lo farei per far comprendere che non sempre le recensioni positive a 5 stelle sono veritiere se vengono fatte per avere uno sconto del 25%(mi è stato offerto) o per avere riconosciuto il sacro santo diritto alla sostituzione di un prodotto che si è danneggiato troppo presto e che dovrebbe essere in garanzia minimo un anno per legge. Mia figlia ha 9 anni e indossa gli occhiali da quando ne aveva 2. Ho sempre comprato lenti sottili da Firmoo e Zenny Optical e non ho mai avuto problemi di visione né di spessore essendo realmente sottili e confortevoli. Inoltre, Firmoo, una volta mi ha riconosciuto un credito per un piccolo difetto insorto mesi dopo senza fare tante storie e senza battere ciglio. Il confronto del servizio post vendita con gli altri competitor con cui ho avuto a che fare non regge. Lensmart risponde solo via messenger ...l'emai è una sconosciuta, in entrambi i casi se ricevi risposta non è mai tempestiva e risolutiva. L'unico scopo del servizio clienti è fare scuse ipocrite e trovare escamotage per risolvere il problema a favore dell'azienda e mai del cliente. Fate attenzione a non fidarvi molto delle recensioni positive e anzi leggete tutte le recensioni ad una stella che più o meno vi raccontano esperienze molto simili in cui mi rivedo perfettamente. A Mai Più Lens Smart!!!! P.S. 19/05/2026: Mi hanno riscritto questa mattina alle ore 4 circa. Mi ripetono lo stesso bla bla che hanno scritto qui sotto e concludono dicendomi che se ritiro questa recensione daranno seguito all'ordine o meglio procederanno alla sostituzione. Io ho detto che assolutamente non ritirerò la recensione perchè le persone devono stare in guardia. Non è possibile che un'azienda usi garanzie, cambi e resi come armi per avere recensioni positive per sembrare meglio di quello che è in realtà. Se proprio volete acquistare spendete pochissimo comprando lenti standard, se avete prescrizioni basse, così da correre il minimo rischio di perdere somme ingenti, ma se avete bisogno di lenti avanzate più sottili per prescrizione alte o lenti progressive (costose) evitate perchè vi ritroverete con fondi di bottiglia montate su occhiali di bassa o al max media qualità . Ripeto leggete tutte le recensioni e approfondite perchè ne scoprirete delle belle. P.P.S. Li ho bloccati perchè il loro modo di fare è terribilmente raccapricciante e patetico.

We liked the glasses for the most part, but please exercise EXTREME caution with Lensmart Online's customer service. After a miscommunication on their end, our order was paused for 1.5 months without notification. We ordered glasses for a trip and had no idea anything was wrong until the shipping window passed and I contacted them. They claimed I was supposed to respond to an email, but the question in that email was already being resolved through their customer service on Facebook, so I had no reason to revisit it. With no follow-up procedures and no internal communication between channels, the order sat untouched. They initially refused to upgrade shipping or refund in full to fix THEIR mistake. UPDATE [5/18/26]: Their response below claims I referenced a "different order" on social media. This is false. My first message in both channels referenced the same order number, confirmed on their own records. The "you didn't reply to our email" claim also doesn't hold: that email asked only whether I wanted to place a new order to combine shipping. It made no mention of any hold on my existing order and no warning that failure to reply would suspend it. The core issue isn't whether I replied, it's that they placed a paid, in-production order on hold without notifying me. No reasonable customer would have known. My order sat untouched for six weeks. Lensmart has also offered a full refund, but ONLY if I remove this review. Offering money in exchange for removing a truthful negative review violates Trustpilot's policies for businesses and is, frankly, unethical. I declined. They previously stated in their response below that the 90% refund policy was "clearly outlined within our established policies." The fact that a full refund is suddenly available as an "exception" in exchange for review removal proves that policy is discretionary, not fixed. One more note... in my most recent exchange, I replied to their email AND sent a Facebook message saying I'd responded by email, specifically to prevent channels from splitting again. They responded on Facebook anyway. The communication confusion they keep blaming customers for is something their own team actively creates. Bottom line: The glasses themselves are fine (assuming our pair breaking after 3 months was a fluke). The customer service operation is something else. Late-night-only responses (stated hours 4:30pm–1:30am PST, making real-time back-and-forth nearly impossible for U.S. customers), inconsistent stories across reps, paid orders placed on hold without customer notification, no coordination between channels, and an open attempt to trade money for review removal. Buy at your own risk, and if you do buy, document everything.

Awful experience don't waste your time, cheap frames, wrong prescription and not willing to refund only exchange.

I’m writing this after fighting for the past few months to get my money back from this shocking glasses provider! I received my glasses after supplying my prescription to this company. I have a strong prescription but the glasses that arrived were far from the thinned lenses I requested and paid for. Also the varifocal window was awful - yes it’s advertised but it’s bloody awful. I returned the glasses to the RETURN ADDRESS clearly labelled on the original packaging- yet Lensmart state this is not their return address - then why include it on your packaging!!!! They will only refund my money (70%) to take down my very honest review - which I will not do - I would rather lose out than let someone else fall for buying goods from this company. Shocking customer service- awful to deal with - heed my advice and steer clear!!!

This is the worst online store I ever used! I ordered glasses with small diptry +0,5. I followed their guide how to order, PD, etc (distances between pupils etc). I received lenses with dioptry 3.5! because they count together number for diopter and distance between nose and pupil! So absolutly not possible to use. Then started communication - this was worst then terrible! we changed maybe 70 emails during more then a month! meantime I had to pay next extra money for new lenses. they still had some problem, they couldn´t understand diopter number and distance between pupils! Finally I asked them to send me back my money (because wrong delivery was their mistake) - this was not possible too. Finally I received correct lenses, but I had to put them manually to the frame received before. so my recommendation - NO! C26021953535556854 I DON´T WANT TO COMMUNICATE to your CUSTOMER SERVICE anymore! they are still repeating the same, milion emails. here is how I ordered and why: Again - once more and last time - regarding ADD- i just followed the guide how to send you the prescribe. in previous emails i send you all print screen. where did I make a mistake with ordering lenses? you wrote that I made mistake here by ADD: this is what you say in your guide and i followed it. this was my order: image.png BUt when I tried to create new order, I checkd again following your rules: OD+OS - is dimension between middle of nose and pupils. and for me it is 3 cm. that´s why I put here nb. 3. and it is NOT POSSIBLE TO PUT THERE 0! I just followed your rules below. so finally, this is NOT my mistake by ordering !!! i just followed the guide how to send you the prescribe. in previous emails i send you all print screen. where did I make a mistake with ordering lenses? you wrote that I made mistake here by ADD: this is what you say in your guide and i followed it. I cannot copy pictures here, so check my reply by customer service under 1531104.