LensmartReviews of lensmartonline.com

Horrible customer service if you try to return glasses.

I had a very disappointing experience with this company. I initially tried to return one unused pair of glasses because the frames included decorative side details that were not clearly shown or disclosed on the product page. What should have been a simple return turned into a long, frustrating back-and-forth. Customer service repeatedly refused to provide refund amounts or clear return terms unless I first confirmed my prescription and agreed to pay return shipping. The requirements kept changing, and refund amounts were never disclosed upfront, making it impossible to make an informed decision. After comparing the glasses side by side with my doctor-made prescription glasses, the vision through the seller’s glasses was also not the same. Instead of transparent customer service, the process was dragged out unnecessarily. I ultimately had to escalate the issue through PayPal. I would strongly recommend understanding their return policies and customer service process before ordering. Adding to their response. I need to clarify this response. I did not refuse to cooperate. I repeatedly requested clear refund amounts and return terms upfront, which were not provided until much later. The original return request was for one unused pair due to decorative side details not clearly shown on the product page. This was later reframed as a prescription issue, delaying resolution. I was also asked to remove my review in exchange for a partial refund, which is documented.

Ich empfehle dringend, keine Brillengläser über diese Website zu bestellen. Die gelieferten Gläser entsprachen nicht der angegebenen Sehstärke und waren nicht nutzbar. Trotz mehrmaliger Kontaktaufnahme wurde eine Rückerstattung verweigert, und eine fachgerechte Korrektur über den Kundenservice wurde nicht angeboten. Stattdessen erhielt ich lediglich Angebote wie Rabatt auf den nächsten Einkauf oder Hinweise, die Streitigkeit über PayPal „einvernehmlich“ zu lösen – was meiner Meinung nach die berechtigten Verbraucherrechte umgeht. Die Brillenfassungen sind von mittlerer Qualität. Positiv sind nur der Preis und die große Auswahl. Dieses Verhalten zeigt deutlich, dass der Shop Probleme mit mangelhaften Produkten und Verbraucherrechten nicht professionell löst.

Paid for express shipping which they said my order would be here by the end of today. Yeah right. It was still in China 24 hrs ago, no need to lie to me I really feel they should be honest and give me back my money I paid for express. I will NEVER trust these people EVER again. DHL said they would be leaving it by the front door.

Purchased glasses for my husband, bifocal lenses . When received nothing was correct could not see far or near with the lenses. They asked us to send a picture with the PD which was done and then they required a picture with my husband wearing the glasses. Finally they told us that I had to pay for the new lenses ??? $92 US later I received the lenses and the reading location is way to low on the lenses, therefore unable to read a menu correctly. Now they inform me that I must return the glasses and pay for the return and the would refund me only $70.43 US. These glasses cost me over $200???? And it is not our fault that they can’t be used.

I ordered the Edwina frame, the lens height should have been 45mm. In fact mine were supplied with a left of 48mm, and right of 52mm. I also ordered for them to be bifocals for my prescription, which they could not supply and upgraded me to progressive for which I had to pay extra.Because I have a high prescription, and wanted thinner lenses, I paid $75 extra for advanced lens 1.67 refractive index. What a shock, when I eventually received them. The frame was too big,and the lenses were not made out of 1.67 resins, but standard 1.56.The Lenses were twice as thick , as they should have been. I had another pair of glasses made online, from another company with the correct lenses. They were half the thickness. I sent pictures of the comparisons to Lensmart, who were still adamant my lenses were correct. Wow. Unfortunately for Lensmart, I know all about optics as I worked as an engineer on optical and electronic instruments from Switzerland. I would be very cautious using this company. There is no customer service. Take it or leave it. We are right!!

I placed an order with Lensmart, when the order had to be delivered their courier company lost my parcel. I then placed another other simolar to the first one and a day later my parcel was delivered. I then contacted lensmart for a refund, instead they offered me a discount and said I can request a difference after the spectacles were delivered in the name of "Please give out spectacles a chance" as generpus as I am I agreed. Upon receiving the order I the request for a fefund of the difference they spoke about and they are refusing to refund me!!!

ordered a pair of glasses and it came with the nose pads broken, along with that the pd is off as well. i have emailed lensmart but to no response. The only positive thing I can say is that the blue transition lenses are good and work as intended. I would appreciate Lensmart contacting me to replace or repair the broken frame and ensure the glasses are suitable for my PD. my order number is: C25121849514948300