LensmartReviews of lensmartonline.com

Customer service is terrible. They lie about promotions, bonuses, and discounts. It’s very disrespectful for a ‘large’ company to mislead customers. It’s really upsetting.

Bought photochromic len's and they barely darken. Customer service was horrible. Do not buy from this company. If you have a problem good luck.

I ordered 2 pairs of glasses from Lensmart, 1 pair of distance and 1 pair of reading glasses with my prescription correctly uploaded. 2 pairs of glasses duly arrived. 2 pairs of reading glasses. So I contacted customer services and they said that I had to provide documented video proof that my order was incorrect. Well, that didn't work. Try making a video proving that your prescription is different over 2 pairs of glasses. Unless you've got equipment and some form of measuring system you are not going to be able to prove anything like that. That process just isn't possible or worthwhile over an order costing less than £50.00. Blooming waste of space. I cannot recommend anyone shopping with this firm in case anything goes wrong with your order.

Don't buy from this company. They are a scam. The "30 Day Return" advertised all over their site aren't actually free returns like their competitors. They didn't manufacture my prescription correctly and now want to charge me using a shady PayPal link to have the lenses remade. Stay away, there are much better options out there!

Only giving one star because zero is not an option. There are not enough words to literate how awful Lensmart is. I made an order over $100. I waited 6 weeks and did not receive my package. I reached out to Customer Service it was several days before anyone got back to me, and it was 3:00am when they messaged back so I couldn't respond right away. I asked for a status update on my order because it said they would be delivered 11/29. This was 12/06. And tracking had not updated since 11/29. She said the "logistics company" still had my package but it was routing like it should and would be delivered soon. I checked the tracking the following Monday and it said that my package had been delivered on 12/03. I work from home and my cousin is the mail carrier for my location. I did NOT receive my order. But they said that it's not their problem and I needed to call the post office. The whole time they told me it was USPS shipping so I called with the tracking number Lensmart provided and it wasn't even a USPS shipping number. I reached back out to customer service 2 days later they responded with a USPS tracking number... but the route of the two tracking numbers don't match and my Post office doesn't have any record of that number. So it's all a bunch of junk from a company who likes to take advantage of people. I have reached out to customer service again requesting a refund and they keep delaying and asking stupid questions. I've emailed and messaged repeatedly and commented on everything I can in hopes someone will reach out that can actually help me. If I could even get my order I would be happy with that. But now I have to buy new glasses and could use the money spent on a nicer pair.

I ordered glasses from Lensmart and the frame I received did not match the measurements listed on their product page. While the company states that small manual measurement deviations are normal, the size difference I experienced significantly affected the fit and comfort of the glasses. I provided photo evidence of the measurements, but customer service maintained that the discrepancy was within an acceptable margin of error. The only solution offered was an exchange, with the customer responsible for return shipping, new shipping fees, and any price difference — even though the issue originated from the product not matching expectations. Additionally, wearing the glasses caused dizziness and nausea, making them unusable for me. This experience shows that sizing may not be reliable and that resolving issues places the full financial burden on the customer. Anyone considering ordering should be aware of this before purchasing.

I ordered 3 pairs of prescriptions lens from lensmart. When the glasses arrived I could not see with them so I went to Americans best where I had done the eye test and they checked the glasses I got from lensmart after which they told me and also gave me the print out showing that, what lensmart gave me was just reading prescriptions different from what I ordered. I complained to lensmart and gave them the print out but they said I should go back to Americans best and make a video of them testing the glasses I got from lensmart. I told them going to Americans best will mean paying for another eye exam and besides they might not agree to my videoing their process. Lensmart insists that without the video they will not fix the error. They claim i did not fill the right prescription even though the prescription they gave me does not match what I filled. They said they can only refund for frame (Which is only a fraction of the price i paid for the 3 glasses). They were other companies offering the same services as them and honestly i regret choosing and using lensmart, even though this is the 2nd time I used them. I came back to them because it went well the ist time. I would not recommend them to any body after this experience

First, they do not actually offer refunds— they allow you to either exchange your glasses with a different frame (which takes about two months), or they give you a “partial refund”. Next, even on CANCELLED orders they refuse to give a full refund. I cancelled my order the day I placed it, and they had not started making the glasses yet. They only gave me a 90% refund, which took about a week of back and forth via email to receive, as their customer service responds like a snails. Getting in contact with them is nearly responsible. Their response times over email are disgustingly long, and each response is useless. Finally, they LIE ABOUT SHIPPING TIMES ON THE WEBSITE! If you select DHL, the website promises delivery in 3-6 days after purchase. This isn’t true. Even though you pay 30 extra dollars for shipping, they don’t expedite anything about your order— it still takes a week or more to cut the lenses.