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’ve been using the glasses from lensmart for about five years now. And I love them so much. True size of the frame and the glasses are so convenient. To me they’re unbreakable.
Response from LensmartNov 7, 2025
Thank you for your valued review.
We are glad to hear that you are satisfied with our products. Your satisfaction is the biggest motivation for us to continue to make progress. 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！
HH
Haley H.
Negative stars🚩
Negative stars🚩
⚠️ My Honest Experience with Lensmart
After everything I went through with this company, I eventually did received a “full”refund — but only after posting a negative review and dealing with the worlds worst customer service and confusing policy’s.
Below is a list of issues I personally experienced and many of which are also mentioned by other customers:
🚩 Common “Scam-Like” Practices:
Refunds are commonly withheld and or until negative reviews are deleted. I was directly told I’d only receive my refund if I removed my negative review. This is a violation of trust pilots policy and is unethical and unprofessional.
🚩 Hidden and unclear fees. You pay for shipping both ways no matter what, even when the prescription or product is wrong. This is why I would say I was never fully refunded.
They do not provide return labels of any kind. You must arrange and pay for shipping yourself, and they require photos of your receipt and even a return address confirmation to me this feels like more unnecessary hurdles.
🚩Misleading invoices. The final emailed invoice doesn’t show what you actually paid per item if you used a discount code, making it hard to confirm if your refund is accurate. Many others have said their refund amount didn’t match what they paid.
🚩Incorrect prescriptions. Despite claiming full refunds for prescription errors, they often refuse to cover the full amount or shipping costs.this was my reason for wanting to return.
🚩Slow, repetitive customer service. They respond about once every 24 hours with scripted messages and constantly deflect responsibility. (I’m sure they will do the same in their response to this review)
🚩Review manipulation. They’ve disabled Google and Facebook reviews and try to make negative Trustpilot reviews look like customer misunderstanding rather than poor service.
🚩 Exchange policy makes no sense Due to the hidden fees such as the “ lens restocking fee”, they wanted to charge me almost the same amount it cost to buy the glasses brand new. Because of that, I chose to return my order and got most of my money back, and then placed a completely new order for the style I would have wanted to exchange for. It was something like to exchange through them it would cost me $70 something dollars vs the $17 extra I paid after being refunded and repurchasing. (Again excluding shipping cost)
I did get my refund (minus shipping both ways), but the entire process was drawn out, confusing, and built around policies that protect the company not the customer. After all was said and done it has taken around two months to receive and settle out all of this and I’m now waiting on my most recent order, praying my script is correct. Based on my experience, I’d strongly advise buying from a more transparent retailer or never plan on returning/ exchanging the item.
Response from LensmartNov 7, 2025
We apologize for the unpleasant shopping experience. We are always actively trying to provide solutions for you. After receiving the goods, you contacted us saying that you couldn't see clearly and were not satisfied with the glasses. We offered you a service to replace the frames, but you requested a replacement lens as well. Since you wanted a lens replacement, you would need to pay for the new lenses, which we informed you of when you initially requested the replacement. However, you did not want to pay this fee, and we suggested that you keep the lens type in your order, thus avoiding the cost of new lenses. You rejected our suggestion and wanted to return the goods. We respect your wish, but you disagree with our policy. Our refund policy clearly states this, including information on return shipping costs. If you are unsure about this policy, we suggest you review it before placing your order. We will not withhold refunds. Due to your special circumstances, we have applied for special treatment for you, and you have the right to choose whether to accept our solution. If the product has a prescription error or any other error, you can provide relevant proof. If we confirm a defect, we will arrange a full refund for you. We manufactured the product according to the prescription you purchased in your order, and you did not provide a video demonstrating a prescription error. Our policy already states that return shipping costs are the customer's responsibility. Regarding the new lens fee, we have always clearly explained to you that this fee is required because you want to replace the lenses. Your unwillingness to pay and your desire for us to replace them for free is not in accordance with our policy, especially since the replacement lenses you want are more expensive than the original lenses. We never refuse to process returns for customers, but we need to handle them according to our policy. Your request is completely inconsistent with our policy. We have applied for special treatment for you from our superiors, and after reaching an agreement with you, we have processed your return and refund. If you cannot accept this, you can refuse us at the time, but you agreed to it then, didn't you? If you have any questions, please feel free to contact us. We truly hope to provide service that satisfies every customer, and we will continuously improve if there are any shortcomings. Thank you for your understanding.
CH
Claudia H.
Empfehlenswert
Habe mehrere Brillen bestellt und bin im großen und ganzen zufrieden. Die Brillen sitzen sehr gut und die Sehstärke ist korrekt. Leider wurden bei einer Brille zu dicke Gläser eingearbeitet. Und bei einer Brille waren die Gläser locker. Aber nach mehrfacher Kontaktaufnahme wurde
mir in beiden Fällen eine neue Brille zugesandt. Preis Leistung sehr gut und empfehlenswert.
Response from LensmartNov 7, 2025
Thank you for your valued review.
We are glad to hear that you are satisfied with our products. Your satisfaction is the biggest motivation for us to continue to make progress. 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！
KC
Karen C.
Good and nice glasses
Customer service is great and the glasses arrived in short time
Response from LensmartNov 7, 2025
Thank you for your review.
Glad to hear you are satisfied with our products. We will keep on improving! If you have any problem, please feel free to contact us through [email protected]. Thank you for choosing Lensmart！
RO
Robin
I’m happy with my order…
I’m happy with my Lensmart order! The quality of both the frames and lenses is excellent, and the ordering process was quick and easy. The only downside was that shipping took quite long, and one pair arrived slightly skew around the nose pad area. Overall, I’m satisfied with my purchase and would order again.
Response from LensmartNov 7, 2025
Thank you for your valued review.
We are glad to hear that you are satisfied with our products. Your satisfaction is the biggest motivation for us to continue to make progress. 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！
EE
Eseosa E.
I really love these glasses
I really love these glasses, they are comfortable to wear and look classy but also cool, love the design and the details. I can see perfectly with them, in the begining the part that goes on your nose felt a bit tight but now its okay.
Response from LensmartNov 7, 2025
Thank you for your valued review.
We are glad to hear that you are satisfied with our products. Your satisfaction is the biggest motivation for us to continue to make progress. 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！
MA
Marcia
Made sure info was correct
Someone always got back to me and made sure that my prescription was correct. The only thing I didn't like were the hours of operation. I live in the east so had to wait until evening to get in touch.
Response from LensmartNov 7, 2025
Thank you for your valued review.
Your satisfaction is the biggest motivation for us to continue to make progress. 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. Have a nice day!
MA
Mathapelo
Good communication skill
their communication skill and accommodating. They pay attention to the details and check every possible way to can assist their clients. They are good in working with people and service is top notch, best of the best. I'm so happy
Response from LensmartNov 7, 2025
Thank you for your valued review.
We will keep on improving! If you have any problem, 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!
