Kata R.
I ordered prescription glasses
I ordered prescription glasses, but the product I received is a disaster. The lenses are extremely thick and distorted, making them completely unusable. When I complained, customer service admitted in writing that they "cannot guarantee absolute precision," yet they refused to give me a full refund. They keep pushing me to pay more for "better" lenses instead of fixing their mistake. Avoid this company if you need actual medical-grade glasses! UPDATE (April 16): The company is now openly blackmailing me. They refuse to refund me for their defective, unusable glasses unless I delete this review first. They also want me to pay for international shipping to return their faulty product. This is a direct violation of consumer rights and Trustpilot policies. I will not be silenced by their threats. Avoid this company! FINAL UPDATE: Still no refund. They continue to deny the defect and openly blackmail me to delete this review in exchange for my money. I am now initiating a chargeback through my bank for fraud and consumer rights violations. DO NOT BUY FROM LENSMART! MONDAY UPDATE: They are still refusing to refund unless I film myself destroying the evidence (the glasses). They are obsessed with me breaking the product instead of just fixing their mistake. I am now at the bank filing a formal chargeback. UNBELIEVABLE CUSTOMER SERVICE.
Response from LensmartApr 15, 2026
We sincerely apologize for the negative customer experience. We have forwarded your situation to our customer service team, and they will prioritize your order. If you have any questions, please feel free to contact our customer service, and we will do our best to resolve the issue for you! Thank you very much for your understanding. We apologize, but our lenses were made according to the items ordered and the prescription information you provided. Due to your strong prescription, we have also upgraded the refractive index for you free of charge. If you are not satisfied with the lens thickness, you can choose a higher refractive index. All our products undergo quality inspection before shipment, including prescription testing. If you believe there is a problem with the prescription manufacturing, could you please provide us with a video of the eyeglasses being tested for confirmation? Once you provide this, we will offer you a solution. If you cannot provide this, we are willing to refund you according to our policy. However, you will need to return the product. Both solutions we have provided are special handling methods that we have applied for with our superiors. Thank you for your understanding and cooperation.