LensmartReviews of lensmartonline.com

Response from LensmartJan 29, 2026

We're sorry to hear about the issue with your glasses. Could you please provide us with photos of the front of the glasses you received, as well as the numbers on the frame leg for confirmation? This will allow us to confirm the details and determine the appropriate solution.If you have any difficulty with your glasses, please feel free to contact us through [email protected], we will do our best to provide you with satisfactory service. Thank you for choosing Lensmart！

Response from LensmartJan 29, 2026

We apologize for the unpleasant shopping suggestion. We simply wanted to better confirm the information. After confirming the issue with the product, we asked if you needed a replacement, but we haven't received a reply from you yet. We will follow up as soon as we receive your response. We apologize for the inconvenience caused and will continue to improve. Thank you for your understanding and support.

Response from LensmartJan 29, 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 LensmartJan 28, 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, there are many factors that 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 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~ We apologize, but many factors can affect the effectiveness of wearing glasses. We are willing to find the cause of your blurred vision and provide a solution, but we would appreciate it if you could provide the original prescription for confirmation, which you have not yet done. Our customer service is still awaiting your reply. Thank you for your cooperation.

Response from LensmartJan 28, 2026

We apologize for the unpleasant shopping experience. We made them according to the prescription data in the order. However, many factors affect the wearing effect of glasses. We noticed that the prescription data you filled in the order is inconsistent with the data in the original prescription given by the doctor. Because you filled in the wrong data, the lenses are not clear. We are willing to remake the lenses for you according to the correct prescription, but you will need to pay the cost of the new lenses. If you do not want to remake the lenses and want to return them, we have already processed your return according to your wishes. We have never refused to process returns or refunds. We noticed that you previously mentioned that you can see clearly at a distance when you raise your glasses. Everyone's pupillary height is different. We are willing to adjust the lenses for you free of charge according to your actual pupillary height. Would you accept this? Our customer service is still waiting for your reply, and we will follow up as soon as we receive your reply.

Response from LensmartJan 28, 2026

We apologize for the unpleasant shopping experience. Could you provide your order number? We will check it for you. Our policies are clearly stated on our website. Return shipping costs are the responsibility of the customer. For more information on our return and exchange policy, please click here: https://www.lensmartonline.com/about/return-policy/ If you have any questions, please contact our customer service and we will do our best to resolve them for you! Thank you very much for your understanding.

Response from LensmartJan 27, 2026

We apologize for the inconvenience. We checked your order and the logistics information shows that the package has been delivered. If you haven't received your package, could you please contact the post office to obtain relevant proof? Once we confirm the issue with the package, we will definitely provide you with a solution. Thank you for your understanding and cooperation.

Response from LensmartJan 27, 2026

We sincerely apologize for any inconvenience this may cause. To assist you, we have contacted your insurance company and submitted a special request for an extension of the claim deadline. We kindly ask that you submit your claim as soon as possible within the next 7 days to ensure smooth processing. Please note that the extension request can only be submitted once, if you exceed the deadline again, the insurance company will not be able to process your claim. If you have any additional questions about submitting a claim or need further assistance, you are also welcome to contact Seel's customer service team directly at [email protected]. They will be more than happy to help you with any inquiries related to your claim. Thank you for your understanding and cooperation.