LensmartReviews of lensmartonline.com

Response from LensmartFeb 4, 2026

We apologize, but we made the lenses according to the specifications you ordered. Due to the strength of your prescription, even when made to the highest specifications, the lenses still have a certain thickness. During our communication, you fully agreed to our policy, and we have already processed your return. Even when you contacted us later that you couldn't return the item within the stipulated time, we applied for special processing to extend your return period. Our policy clearly states the return shipping costs. You feel the return shipping costs are too high and don't want to return the item, so you want a refund without returning it. We apologize, but this does not comply with our policy. Refunds can only be processed after we receive the returned item. You don't accept this and start complaining about our poor service. We made the lenses according to your purchased specifications, and all our communication processes followed our policy, which is clearly stated on our website. What are you dissatisfied with? If you want a refund, you need to return the item. We will process the refund as soon as we receive it. Thank you for your understanding and cooperation.

Response from LensmartFeb 4, 2026

We apologize for the unpleasant shopping experience. Since you purchased a special offer item, our return policy clearly states that special offers are non-refundable. We made them according to the prescription data in the order. However, many factors can affect the wearing effect of glasses. If you need to adjust your lenses, we are willing to find out the cause of your blurred vision and provide you with a solution. If you believe there is a manufacturing error, could you please provide us with a testing video for confirmation? Once a problem is confirmed, we will definitely provide you with a solution. Thank you for your cooperation. We apologize, but all our products undergo quality inspection before shipment, including prescription testing. Since you believe we made a manufacturing error, we request that you provide a video of the testing process so we can verify it. If you cannot provide such a video, we can only process a refund according to our policy.

Response from LensmartFeb 3, 2026

We apologize for the unpleasant shopping experience. We did not refuse to process your return; we simply needed to confirm some information. We have processed your return according to our policy and provided a return address. Once we receive your returned item, we will arrange your refund as soon as possible. Thank you for your understanding and patience.

Response from LensmartFeb 3, 2026

We apologize for the unpleasant shopping experience. If your package was damaged upon delivery, your insurance company can handle it for you. We notice your report is currently being processed. If any further issues arise, we will certainly provide a solution for you. Could you please wait patiently for the outcome of your report? Thank you for your patience.

Response from LensmartFeb 2, 2026

We apologize for the unpleasant shopping experience. We noticed that you ordered tinted lenses, but you contacted us wanting photochromic lenses. We apologize, but we made the lenses according to the type you ordered and there was no error. Furthermore, if there is a problem with the prescription for the glasses you receive, there are many factors that affect the wearing effect of the glasses. If you need to adjust your lenses, we are willing to find out the cause of your blurred vision and provide you with a solution. Do you need it?

Response from LensmartFeb 2, 2026

Sorry for not giving you a good customer experience! Could you provide your order number? We will check it for you. If you have any questions, welcome to contact our customer service and we will do our best to solve it for you! Thank you very much understanding~

Response from LensmartFeb 2, 2026

We apologize for the unpleasant shopping experience. We could not find any record of you contacting us if the received item was damaged.We noticed that you added the "Worry-Free Delivery" protection to your order. Please note that Seel is the dedicated partner responsible for handling any shipping-related issues under this protection plan.Based on the information we have, your package now meets the criteria to file a claim. To resolve this matter as quickly as possible, we kindly recommend that you contact Seel directly to submit your claim.You can easily do this by following the instructions in the email you received from Seel when you placed your order.If you're unable to locate that email, don't worry—you can also file your claim directly through the following link: https://resolve.seel.com Should you need any additional assistance or have further questions, please do not hesitate to reach out to us. We're always here to help and ensure your complete satisfaction.

Response from LensmartJan 30, 2026

We apologize for the unpleasant shopping experience. We made them according to the prescription data in the order. However, there are many factors that affect the wearing effect of glasses.Could you provide your order number? We will check it for you. Our website also clearly states the return shipping costs. For more information on our return and exchange policy, please click here: https://www.lensmartonline.com/about/return-policy/ If you have any questions, welcome to contact our customer service and we will do our best to solve it for you! Thank you very much understanding~