LensmartReviews of lensmartonline.com

I did not have a good experience purchasing glasses with prescriptions from this company. I ordered glasses and the prescription was incorrect. I contacted the company to find out if they could replace the lenses. They said they could, but they said, I would need to return my frames, pay for the return plus an extra 65.00. It was a huge inconvenience. I told them forget it and refund my $65.00. I would rather order brand new glasses from another company. I feel like they are unorganized and do not accommodate their customers when they make a mistake.I am now waiting for my return. I will add another review if I do not receive my 65.00 back. So displeased!

So far my experience with Lensmart has been terrible. I was initially excited about the four pairs of glasses I ordered from them (over $200 CAD), but it has now been over two weeks since I ordered the glasses, and they have still not been shipped. The company has also been unable to update me as to when my glasses will actually be shipped. I am starting to think this is a scam and that I will not be receiving my glasses.

I ordered 4 glasses and paid £80 with single vision lenses and I was excited to receive them but when they turned up I couldn't see out of them properly. Everything looked extremely blurry. I took the glasses to an optician who tested the lens strength and printed out a report. It turns out that Lensmart sent me a completely different lens strength to what I ordered. I contacted their Customer Service department and they are denying any responsibility and claiming I input the order wrong. I even took a picture of the report and what I ordered and they are still calling me a liar. Terrible customer service, terrible company, a massive scam. ***Update*** - I have sent Lensmart a video with the opticians proving that the strength of the lenses were completely different to what I ordered (as they asked me to). They have now offered only to refund the cost of the frames, a fraction of the total order value. I'm horrified, a company making millions refusing to refund me £80 due to their manufacturing error and it states in their T&C that a full refund will be sent if it's their fault. I'm now going to make it my mission to inform the world how bad this company is..........

Judge for yourself. In three months I bought 33 glasses. Prescription glasses. They admit the mistake. They say they will send the correct lenses where they made a mistake. They are pulling my nose and don't want to send an order that is in progress

Bought two pairs of reading glasses and sunglasses. Got the order pretty quick. The reading glasses were literally unusable. I immediately logged a complaint and was given 1373151 as a ref number. I was told I didn’t give them my PD when I ordered. I told them that I attached my script. After numerous emails where I refused to pay extra, I was told that I should use their PD Ruler and send them a picture. I did that. THEN one of their emails asked me if they should use my script or their PD Ruler. I told them to use my script. That email is quite telling, if my script was not giving them enough information, why ask me that question?? Since beginning of December till now, I’m getting frustrating back and forth emails from them but no resolution. And here’s a kicker, they want to send lenses and I have to put them on the frames MYSELF. Out of frustration, I agreed even though it’s their fault. Even those lenses are not happening. My PA, who’s using +1 reading glasses can see perfectly with the glasses where my script says they are to add +2.5. Buying from Lensmart is risky, you risk the potential of losing money.

This has been a very frustrating experience. The only positive is that the frames were exactly as expected. The lenses are another story. The right lanes isn’t completely in the frame which throws off the prescription for progressive lenses, rendering them useless. I’ve just received the 11th email from a very bizarre and unhelpful “customer service.” They have requested photo and video evidence and then told me that it’s normal to not be in the frame. I’ve finally been asked if I want a refund or replacement. When I requested refund I was told I would have to pay to send them back. Thus us beyond unacceptable.

Having ordered from this company before (successfully) I was really surprised to receive an email asking me to confirm my address in my second time ordering. Having confirmed immediately, they then followed up to tell me my address was incorrect and my county did not exist. I live in Somerset, it definitely exists. So since my address didn’t exist and I couldn’t persuade the company otherwise I asked for a refund. Lensmart then spent a week messing me around only to tell me that they wouldn’t refund me because it was too late to cancel my order as it had been processed! I’ve since confirmed my address but as yet no dispatch confirmation, no delivery and no refund. When it goes right it’s fine but warning when it goes wrong there is no processes in place to put it right my advice either don’t risk using this company… there are plenty others doing the same thing which are more reliable

I get the impression this company does not want to return or replace items. Unfortunately my glasses arrived faulty. They were wonky. The customer service has been bizarre and unhelpful. They seem to be delaying by asking new questions every day. Including why I didn’t email them for 6 days after receiving the faulty item - I simply didn’t have time. They have asked me to send about 10 photos, when it’s clear from the first they are extremely wonky. They have sent me a video asking me to bend the glasses back in to shape myself. The glasses have a wide plastic frame which cant be bent by force. Honestly we’re on about 10 emails at this point. The glasses themselves are lovely which is why I wanted a replacement. I image this company is great if you don’t have any issues with your order and don’t need to return or refund but it very much feels like they don’t want to return or refund this item. EDIT: the customer service team have since updated me and confirmed they will send a new pair, which is what I wanted in the first place. So hopefully that will happen. I have received the new glasses. They are also wonky! I can’t upload a picture but when they are sat flat the left arm does not touch the surface. Which was the same problem as before. Also I can tell they are wonky when I am wearing them. So they have been obviously not been checked very well. Very much get what you pay for.