LensmartReviews of lensmartonline.com

UPDATE: The company reached out after my review but only to say they’d replace the glasses if i deleted the review first. So basically… they won’t fix issues, they just want bad reviews gone. That says everything you need to know. Don’t fall for their “365-day warranty”. It’s fake. They deny everything without explaining why and then throw you a useless discount code. Feels super scammy and unprofessional. Save yourself the headache and buy from literally anyone else.

Takes way too long to get your glasses DO NOT GO THRU THIS WEBSITE POSSIBLE SCAM

Minus 10 ❌ If your buying just the frame , they are as cheap on AliExpress or the like, do NOt pay £300 like I did, pay fast DHL delivery as it took a month for them to arrive if your having a custom lense . They were wrong and I couldn’t see through them and wow , they want me to pay £30 to send them back and £30 for them tested to confirm they aren’t my correct lense and then will only refund 70%. Awful awful awful customer service - can’t believe they have any good reviews

Updated review - After reading the reply from Lensmart is that the prescription I gave initially was correct but did not include the PD. As I said in my email I could not calculate the correct PD with the method they provided so I sent a prescription that had a PD on it. This was all explained in the email. As well if the 'Try it on' feature is only for measurements then this should also be articulated. More misleading information. The sizing is off, the prescription is off, the photo chromic feature is not enough as I'm squinting in the sun as I also mentioned. I wish Lensmart would respond to complaints as they are sent with emails and multiple pictures only to met with no compensation or help, as they are so quickly to respond to a negative review which I do only to warn other customers of unacceptable service. I appreciate honest reviews especially when purchasing something like glasses. 1st review - Very misleading return policies right from the beginning. I was asked to take pictures, provide the PD which I did and tried again with a flipped ruler. The glasses are too big and look nothing like the ones I tried on through website. They offered to fix the lens for $92US or refund the cost of the frame only. I’m out over $180 and have to start the process all over again, however I have lodged other complaints with this company. Very much the same as other people reported. Here’s the email I started with: Hello, I received the following Order # that was ordered October 7, 2025. I am requesting a full refund of $181.47 CDN for these glasses. Here are the issues with the glasses: 1. The prescription is off, I have another pair of glasses that I have with the same prescription and they are fine. These I cannot see properly from a distance, it is blurry and I could not use them. 2. The photochromic part of the glasses does not even seem to work at all. I can’t see any difference when I go outside. I tested them with my other glasses which worked fine on the same day. 3. I have to find another pair of glasses now which will take more time as these took so long to arrive. I ordered Oct 7th and these arrived yesterday Oct 23rd, the package seemed to be stuck somewhere from Oct 13th onward however the tracking was very vague. 4. I find your return conditions very misleading. The sales pitch that that there is a money back refund on the sales page. What it doesn’t say is the conditions. Also you cannot click on these icons to get the information which I have found to the following: • For returns and exchanges within 1-15 days: the refund amount is 70% of the lens price and 100% of the frame price. • For returns and exchanges within 16-30 days: the refund amount is 50% of the lens price and 80% of the frame price. • All costs associated with the return and replacement of items due to non-quality concerns, such as the freight for self-return & replacement and re-delivery by Lensmart, are the responsibility of the person who initiated the return and replacement. This is hardly the sales incentive of a 30 day returns, 365-day warranty and money back guarantee (shown below): Please advise asap regarding my refund. I am hoping considering the problems with the glasses (prescription not right and you can’t resell as you’ve said and the problem with the photochromic lens issue) plus the misleading guarantees you will rectify this situation in good faith. Thank you,

A cautionary tale for anyone looking to get glasses online. I used Lensmart for progressive lens glasses and was not asked the PD during the purchase process. I simply uploaded my script as advised and away I went. I get the glasses and literally can’t see out of them. Apparently they needed to ask for the PD measurement which they did not, and it was not in the script which I did not know. So they knowingly made glasses that would not fit my face. I’m down $232 and they want me to make at another $us120 to remake the glasses. Do not use!

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.

I ordered two pairs of prescription glasses from Lensmart. Unfortunately, the quality and service did not meet my expectations, so | left an honest negative review about my experience. After that, Lensmart contacted me and said they could only arrange a replacement if I removed my negative review. This is not acceptable - it's unethical and clearly an attempt to manipulate customer feedback. Consumers deserve to know the truth without pressure or censorship. Honest reviews help people make informed decisions, and companies should not try to silence their customers. I have kept all the messages as proof of this interaction and hope Trustpilot investigates.

J'ai commandé 2 paires de lunettes sur leur site. Aucun service client. Les 2 montures ne me vont pas. Aucun moyen de me faire échanger ou rembourser. Ils me demandent de payer des frais d'envoi avec la poste pour le retour et envoient des courriels en répétant toujours les mêmes phrases vides de sens pour gagner du temps et faire en sorte que je ne puisse pas avoir de remboursement ou d'échange ! Je ne recommande à personne. Je n'ai jamais vu une entreprise se moquer de ses clients autant qu'eux. Je me suis fait avoir depuis le 9 octobre ! J'espère que mon avis empêchera plusieurs personnes de se faire arnaquer.