By offering an expansive range of glasses that suits your unique optical needs completely, Lensmart will give you a perfect eyeglasses shopping experience.Our mission at Lensmart is to bring you stylish and comfortable glasses with ergonomic designs at the most reasonable prices. Lensmart is committed to the highest quality of its products delivered with honesty, originality, and authenticity.
Lensmart (lensmartonline.com) has 11,249 customer reviews on Five Star Index, with an average rating of 4.5 out of 5.
Also known as
lensmartonline.com
Website
lensmartonline.com
Category
Vision & Hearing
Location
Rancho Cucamonga, California
Listed on Five Star Index
2026
About these reviews
Replies
The company replied to 96% of reviews.
Latest
Most recent review: October 2026.
Edits
Reviews are shown as their authors wrote them. The company can reply, but cannot edit them.
Score
This company cannot pay to remove reviews or change its score.
i ordered two pairs from this company on Sept1, it is now Sept22, I have constantly checked both the Lensmark Tracking page and the USPS tracking page. The lensmart tracking page says that the last movement was on Sept 8, the USPS label was created on Sept 1. There has been no movement there either. I requested a proof of shipment from them (Lensmart) on Sept18. All they could give me proof was of the USPS shipping label. Who knows if the glasses were even picked up to be shipped. I only found out about where they ship out of after the purchase. They don't provide a telephone number to talk to a real person, probably because the business is terrible. I don't want a pair remade or shipped out again. Their return policy is terrible, more of a rip off. if you can't produce and ship the product to the consumer, you should return ALL of the money you took from the buyer. I don't expect to receive my glasses and filed a dispute with my bank. Horrible Company!
Response from LensmartSep 23, 2026
We sincerely apologize for failing to provide you with a satisfactory customer experience! We have contacted the logistics company and will get in touch with you immediately once we receive their feedback. We noticed that you added "Worry-Free Delivery" protection to your order; please note that Seel is the dedicated partner responsible for handling any shipping-related issues under this plan. We are here to actively assist you should you encounter any problems during the claim process. Thank you for your understanding!
SG
Shondra G.
Glasses received late and broken - refund refuse.
I ordered two pair of glasses that were supposed to be delivered in 14-21 days. Lensmart sent my order to a totally random address and refused to issue a refund. They finally agreed to "remake" both pair and ship; however, when I received my order nearly two months later, the temple of my progressive lends were bent and stuck, enabling me to open the glasses to wear. Lensmart refuses to provide a refund for my order. The customer service and quality of the glasses are barely even mediocre.
UPDATE: Lensmart has not offered me a refund. The email simply says for me to loosen the screws on my glasses. This is a bogus response that I am unable to respond to.
Response from LensmartSep 22, 2026
We are sorry that you had a poor shopping experience.
We have not refused to arrange a refund for you. Your order was paid for on August 10th; previously, due to a delivery error by the logistics company, we filed a complaint on your behalf and arranged for a replacement package to be sent, which was delivered on September 17th. We regret to hear that the glasses you received were defective. Our customer service team has already emailed you to ask if you would like a replacement pair; if you prefer a refund instead of a replacement, we can certainly arrange that for you. We have forwarded your case to our customer service team, and they will prioritize your order. Once you have made a decision, please feel free to contact our customer service team, and we will be happy to resolve the issue for you! Thank you very much for your understanding.
JM
Jane M.
THIS IS A SCAM
THIS IS A SCAM
I have placed my order
I have sent my perscription
I have paid the money
You have asked question after question which i have answered
I have sent you screenshot of my perscription many times yet you still ask for info
You have asked me to confirm many times which i have done many times
You told me to ring my doctor which i did, he doesnt know why you advised this as he does not have my eye test results from my optician
You are still asking me questions like which ADD to use, you advised to call optician, which i have done, optician advized that for varifocals you use both ADD
You clearly dont know what you are doing
I have asked many times when will my glasses arrive but you have not answered
I have asked for refund but
Now you are not communicating at all
THIS IS A SCAM I WANT IMMEDIATE REFUND but not received
Response from LensmartSep 22, 2026
We sincerely apologize for the unpleasant shopping experience. We noticed a discrepancy between the original prescription you sent initially and the one you provided later. We have confirmed that you want the lenses customized based on the later prescription; however, that version contains two sets of ADD values. A single lens can only be customized with one ADD value, and different ADD values serve different purposes and yield different results. We simply want to ensure the lenses are customized accurately for you. If you are unsure, could you please double-check with your doctor? Once confirmed, we will arrange for the customization and shipment of your glasses as soon as possible. If you insist on cancelling the order, we will arrange a full refund for you. Whenever you have made your decision, please feel free to contact our customer service team, and we will handle the matter promptly. Thank you for your understanding and cooperation~
BS
Bawelile S.
They don't even deserve 1 start,worst…
They don't even deserve 1 start,worst service their customer service is very bad
Response from LensmartSep 22, 2026
Sorry for the unpleasant shopping experience.
The logistics system does not automatically link to past orders; we have corrected the address and arranged for shipment. We will continue to follow up with the carrier to ensure your package is delivered as soon as possible. Thank you for your understanding and patience.
MO
Mark O.
Glasses precsription for Varifocals…
Glasses precsription for Varifocals unsuitable, replacment offered with no guarantee, you will cover the cost of returns and custom charges. Being trying to get resolution since July through email, paypal, will have to issue chargeback. Explained to them PD are not given to customers . I gave them the PD Specsavers gave me and still didnt work, Opticians generally advised against getting Varifocals as it requires proper fittings and measurements. Lensmart will find every opportunity not to refund or cover cost or provide return lable so you bear the cost. Still trying to get my £124.26 back from this awful company. They also need to pay for customs charges if you returning which am not sure they would.
Response from LensmartSep 18, 2026
Sorry for not giving you a good customer experience! Could you provide your order number? We will check it for you.
The refund amount and shipping costs are clearly stated in our return and exchange policy on our website.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~
JL
Jessie L.
Je ne recommande pas
La monture est belle, mais la vision ne fonctionne pas du tout. Le service à la clientèle ne fait que compliquer la transaction. On réussi à avoir une entente et soudainement plus rien ne fonctionne.
Je ne recommande pas.
Response from LensmartSep 17, 2026
We sincerely apologize for the unpleasant shopping experience. We manufacture glasses strictly according to the eye exam data in your order, but the wearing effect is often affected by various factors. We noticed that the PD you provided is the same as the default PD, so we would like to confirm with you again the reason for your blurred vision. Regarding return shipping costs, our initial email and policy have already clearly stated this. If you do not wish to return the glasses, would you like to request further lens adjustments? 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.
HS
Heidi S.
Terrible customer service. Do not recommend
Terrible customer service had to keep messaging them to get a reply. They do not refund or return glasses so don’t waste your time trying. Don’t even waste your time ordering from this site, there are WAY better glasses sites online that do a way better job and have way better customer service.
Response from LensmartSep 17, 2026
We sincerely apologize for the unpleasant shopping experience. While we manufactured the glasses strictly according to the prescription data provided in your order, the actual fit and visual performance can be influenced by various factors. We discovered that the data entered in your order did not match the original prescription issued by your doctor; this discrepancy resulted in suboptimal lens clarity. We offered to remake the lenses based on the correct prescription—provided you covered the cost of the new lenses—but you declined and requested a return instead. We respected your wishes and initiated the return process. Unfortunately, you have been unwilling to ship the item back. We have not refused the return or the refund; we have consistently sought to provide a solution. Our policy requires customers to cover the shipping costs for returns, and since you are unwilling to send the item back, we are unable to proceed with the return. Thank you for your understanding.
CU
customer
Do not buy from Lensmart
Do not buy from Lensmart. What begins as website glitches and lack of quality control quickly turns into rigid customer support friction and outright bad-faith accounting.
I ordered custom progressive/varifocal glasses. Because Lensmart’s checkout system restricted uploads to a single file, I couldn't upload both distance and reading prescriptions. Instead of flagging the missing distance parameters, their lab blindly manufactured single-vision reading lenses and shipped an unusable product.
Their post-purchase support was appalling:
Zero Accountability: They blamed me for their site’s technical limits and suggested I manually merge files.
Unreasonable Demands: They pushed me to snap raw, unmounted lenses into the frame myself—while explicitly stating they take zero liability if the frame breaks.
Fictional Fees: They demanded an extra $29.95 for DHL shipping, falsely calling it an "upgrade" even though my original order was already paid and shipped via DHL.
Manipulated Refunds: When forced to issue a refund for delivering the wrong lenses, they refused a full refund. Instead, they invented an arbitrary formula using unverified USD conversion rates and fake coupon deductions to keep most of my money for a product they failed to make correctly.
Lensmart hides behind automated scripts, shifts blame, and uses deceptive math to hold onto your money when they make mistakes. I have opened a credit card chargeback to recover my funds. Save yourself the headache and take your business to a legitimate retailer.
Response from LensmartSep 17, 2026
We sincerely apologize for the unpleasant shopping experience. We manufactured the glasses strictly according to the optometry data provided in your order; however, we noted that the prescription you uploaded was for single-vision lenses. If the ordering system only allows a single image upload, you could have combined the two prescription images into one file, or contacted us to provide the additional information after placing the order. Unfortunately, you know that you can only upload one prescription, and since it doesn't match the lenses and you didn't contact us before shipping to indicate a problem, we can only make the lenses according to the prescription provided in the order.
After receiving the glasses and reporting an issue, we arranged for special handling and offered to remake the lenses for free; however, you stated that you were unable to install the lenses yourself. We also offered an alternative: you could send the glasses back to us, and we would install the new lenses and ship the complete pair back to you, but you declined to send them back.
You then requested that we simply ship replacement lenses via DHL; unfortunately, replacement shipments are handled via standard shipping by default, and upgrading the shipping method incurs an additional fee. Regarding the DHL fee paid for the original order: while DHL was indeed used for that order, that payment cannot be applied to the replacement shipment.
We have not engaged in any deception or shirked our responsibilities; we have actively sought to provide solutions, yet you have rejected all our proposals. Finally, you requested a refund for the price difference regarding the lenses, and we initiated the refund process; however, you then mentioned you would file a dispute—which would result in the funds being frozen. Could you please clarify whether you would like us to proceed with the refund?
