Sam H.
I believe I was scammed
I ordered glasses. Once shipped, I received conflicting information. I checked the tracking regularly (every other day). When I checked yesterday, it said my glasses were delivered on the 12th. Then why when I checked between the 12th and the 16th did it not say delivered? The support bot had broken English, so that is not helpful. Now I have to go through a second party to report a claim for a refund. Edit after company response you see here and direct contact to my email from the company: I did receive a full refund of my order, including shipping costs after making a claim through a 3rd party. I have also been contacted twice to remove/change my review. I was first offered 25% off to change my review, when I refused, I was then offered $5 off. Use your best judgement when ordering. Maybe I just had a bad experience, but it is enough to not use this company when I need prescription glasses in order to see what I need to see...
Response from LensmartMar 19, 2026
We sincerely apologize for the negative customer experience. We note that you have followed our advice and contacted your insurance company to file a claim, and the insurance company has already reimbursed you for 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 according to the logistics information, your package has been successfully delivered. If you haven't received it, it's due to a problem during the shipping process. We noticed that you purchased insurance for your order. Reporting the incident to the insurance company will allow them to provide compensation. This is the normal procedure, as it falls within their coverage. Thank you for your understanding.