LensmartReviews of lensmartonline.com

I ordered three prescription glasses: one set of sunglasses, one regular eyeglasses set and a photochromic set. The ones that were meant to be photochromic are NOT photochromic. When I contacted the customer service department for assistance they would only ask a single question and repeat the questions every time they responded further delaying any resolution. I only expressed an issue with that particular pair of glasses and a glasses case that was ripping at the folds. They told me to stand out in the sun for two minutes and film the glasses to confirm they do transition under the sun. I did so and sent them a video where the glasses clearly do not darken under the sun. I even placed my hand behind the lens to provide a lighter background that would make it easier to see there was no change in color. I was standing out on the street to get as much sun exposure as possible. Once they received the video, they sent back a screenshot of the video I sent and circled areas where lenses where my hand was not part of the background of the image but rather that black concrete where the color is already black. I have owned glasses with this feature my entire life and even provided a side by side video with an entirely white background where is it immensely clear the glasses do not change color and the pair I've used before does. The still refuse to take responsibility and issue a refund for the glasses I paid for and they did not deliver. I've been corresponding with them for over a month now with no positive results.

I ordered five pairs of glasses, and they've only sent two pair. I've been going back and forth with them for skier two weeks, and they will simply not refund the money for what I didn't get. I've contacted them by email and chat, and it's been constant asking the same questions over and over. It's like they're deliberately trying to frustrate me so I'll quit asking for a refund. The absolute worst service ever.

If I could rate this a negative stars I would. I’m not even sure that the reviews on here are even legit. I paid $30 for 3-6 day shipping. The glasses I ordered had a production time of 3-5 days. I waited almost a month. Then when I talked to customer service they were absolutely good for nothing and were so very unhelpful and told me nothing! Then they shipped the glasses out defective. So all the money I paid was for NOTHING! Now they won’t give me my money back so I’m forced to do a charge back through my bank. Please do not shop here!!!!!!! And look how AMAZING it is they respond so expeditiously now that I’m on their case! How ironic that your response that’s viewed publically is so much different than it is personally.

I ordered a product 4/1/25 , the product got lost in transit. I began to Reach out to Customer service who Suggested placing another order , which IFought since I Paid over $100. Lenssmart finally agreed to ship another order , then insisted they needed my PD , which I then gave , then told me I needed to pay for the new prescription, I refused . I Finally am now getting my product but I’m giving a one star , because there’s no telephone customer service it’s all via email and there , no one who I can contact such as corporate. This is why it’s been such a horrible Experience! I used to Love this company but the customer service part was slow!

Hideous. First off - the glasses are literally ten times larger than the ‘try lenses on’ program on Lensmart site shows. They without exaggeration cover up half of my face. Horrifying. Moreover the frames are flimsy. And though the “made for giants” oversized frames are by far the worst offense / problem - shipping takes forever and lenses quite expensive. The package is clearly being shipped from some far away place in Asia; and they do not use a normal courier that can be US tracked. Fully terrible experience and gross waste of $100 hard-earned money, not to mention my time invested that I’m never getting back either.

Order #C25080648575349608 I ordered glasses on 8/5/2025 received them on 8/20/2025. I immediately reached out to customer service to let them know that the prescription seemed off and I was not able to see out of the glasses. I have been going back and forth with customer service about the issue. Lensmart keeps asking me for photos of the glasses, the PD everything but willing to send me return and refund information that I have requested. I wish I had done more research on this company before ordering this time. I ordered 2 years ago and had no problems, must be under new management or something else has happened that Lensmart is now producing defective products and refusing to refund customers money. I’m sure if you check my order number you will see all the back and forth that has taken place and still Lensmart will not provide a return address or process my refund. I had no choice but to file a complaint with the BBB and the FTC. I will continue to make others aware of the poor customer service provided by Lensmart as well as the fraudulent services provided. I am also considering obtaining an attorney, now that I have found out the mailing address on my own.

Scam website. They'll send you something SIMILAR to what you ordered, but not exactly what you ordered. Then they'll tell you you made a mistake and that you have to pay to get the item you ordered. For example, if you order glasses, they'll send you sunglasses and tell you that sunglasses are the default (what glasses company has tinted lenses as default?!). If you order sunglasses they'll tell you regular lenses are the default. And they want you to pay to get the actual item you wanted. AVOID. Reply to merchant's reply, you lie. Stop trying to cheat people. Shame on you.

I’ve been buying glasses from Zenni for years and had a great experience. I decided to buy a pair from Lensmart online and regret it terribly. After waiting 3 weeks, my glasses never arrived. I contacted customer service only to be stalled for weeks with repeat questions. I filed a dispute for the charge since I never received my product, and they responded they would send a replacement so my dispute closed. They still have not sent me a replacement and it’s been almost 2 months. I feel scammed out of my money.