LensmartReviews of lensmartonline.com

worst customer service They emailed me 100 times I wanted a return label but they are saying its at your cost which the glass doesnt work properly will never order from this place

Disappointed in the UK. I would not suggest using them. I sent off my prescription. You get no email confirmation. You get no communication relating to your order. You have to go back into the website to track your order. It updates very infrequently. Took weeks for the glasses to arrive. When it said they had arrived I contacted them to say I had yet to receive them. Their response was contact Royal Mail. Royal Mail said they had not got them. I asked for a refund and received no response to my email. I eventually got the glasses. I ordered distance, computer and reading glasses. The prescription is all wrong and I cannot use. Eyes are really important and bad glasses are not something I would promote. Maybe a UK prescription cannot be read in the USA but I would strongly recommend you don't use them. Order number: 1076224. Thank you for your reply. I did contact you but gave up. Also I have used that prescription which lasts roughly 2 years in the uk at a number of different places. Lensology. Vision Express, Mad about specs, Boots, Glasses Direct. Yours are the only pairs I cannot wear. I have worn glasses all my life. I like to have a number of pairs to reflect style and mood.

I placed an order for prescription glasses on 20 July 2025 worth £90, and nothing has ever been delivered. The tracking status has been stuck on “next day delivery” since 06 August 2025 – a clear sign of deception. This company takes your money, feeds you fake delivery updates, and then disappears. Their so-called “customer service” is a disgrace – no accountability, no knowledge of international delivery, and no genuine attempt to resolve the issue. Lensmart’s policies are nothing more than window dressing designed to trick customers into believing they are a legitimate business. I have been scammed out of my hard-earned money, and Lensmart continues to operate unchecked. Do not be fooled by their advertising – they do not deliver, they do not care, and they cannot be trusted. This is theft, plain and simple. Update 27-08-2025 - after posting this review Lensmart customer service contacted asked me to contact insurance which I purchased. I am extremely disappointed. As an international business, Lensmart are responsible for ensuring deliveries are made within the promised timeframe to your clients. This is fundamental to demonstrating customer focus and commitment to your products/service. On this occasion, Lensmart business has failed in both respects and is in breach of UK consumer law. If any delivery falls outside the agreed timeframe, it is Lensmart’s responsibility as the seller to contact the delivery company directly and compensate the customer. It is Lensmart’s agreement with the courier to ensure goods are delivered safely, not the customer’s responsibility to chase. Instead, Lensmart’s customer service team repeatedly advised me to pursue the matter myself, while providing the same copy-and-paste responses from one chat to the next. This clearly demonstrates both incompetence and a lack of genuine customer focus within Lensmart. Regarding insurance, it is not for me to spend additional money on insurance to cover a shortfall in Lensmart service. I only purchased insurance because I suspected issues might arise, and I will make a claim regardless as I paid for that cover anyway. However, it is unacceptable for Lensmart to suggest that the responsibility lies with me rather than with your organisation. Choosing Lensmart has proven to be a poor decision, reinforced by the unprofessional and repetitive responses I have received from your customer service team in recent days.

Ordered glasses from them, when I recieved them the bifocal height was extremely low on the frame. Contacted customer support. Tells me special order, can't return. Then next email says they'll send out new lenses, asks if that's OK, 17 emails later. Yes. 17! No new lenses like promised but hey, they sent me a coupon for 25% off my next purchase! Worst customer service I've ever had to deal with! Buyer beware!

THIS COMPANY IS A SCAM! Read all 1-star reviews before buying, you’ll see a pattern, these are the latest REAL REVIEWS. - They are absolute cheats and frauds! - They ask for 5-star reviews before the product is delivered - the product takes ages to get delivered with no correct tracking number - They have these great looking frames online and take your prescription to make your glasses but when you receive it you realize that the frames are flimsy, of poor quality and the prescription is incorrect. - While my prescription is -4.25, they sent me -4.50, which gave me instant headache. And when you reach out to return, they don't allow you to return!! With me, they first said they'd remake my glasses, kept asking me ONE QUESTION PER EMAIL about my prescription, PD distance, blah blah blah, for almost 2 weeks over 16 emails!! OMG, wasted so much of my time and patience over multiple emails, promised to rectify their error and to provide correct lenses (for free) and then 12 emails later, asked me to pay again to rectify THEIR MISTAKE. Absolute frauds and cheats. DO NOT USE THEIR SERVICES AT ALL!!! Go for Kits, Clearly and other legit businesses. Reply to your reply: I received incorrect prescription. -4.50 instead of -4.25. That is the issue. And you wasted over 2 weeks over follow up email after email, then asking for more money instead of rectifying your error. And now you are asking for testing videos and sending me emails with tutorials on “change lenses yourself”. Are you freaking kidding me. This is bordering harassment now. Also you are asking me to take down this review as well. WHY SHOULD I? This is the truth and you are scamsters! Change the glasses or don’t. Stop harassing me now. Stop with wasteful emails and stop wasting my time. Either send correct pair of glasses, or don’t. I am done responding to these wasteful emails and messages.

This company is terrible! Everything comes from china... The tracking doesnt work, after weeks upon waiting you ask whats going on? Because my tracking hasnt updated in 9 days...oh that was delivered. When? Where? Can you send me an image please? No, we cant! Sorry but our records indicate it was put in your mailbox. Can younplease show me an image? Nope, No proof, No Nothing!!!..Never any tracking, just steal your money and you get zero product in return! Then they jump on here and answer your review like they did nothing wrong and didnt just rob you! This company is seriosly a joke...Steer clear! Scammers!!! Beware!

Vorsicht vor Lensmart – mangelhafte Ware, keine Erstattung trotz Nachweis Ich habe bei Lensmart eine Brille bestellt, die mit einem deutlichen Mangel geliefert wurde (Verarbeitungsschaden, Tragen unmöglich). Ich habe diesen Mangel sofort belegt – mit Fotos und genauen Erklärungen. Dennoch wurde ich über Wochen hingehalten, immer wieder mit Ausflüchten und der Bitte, den PayPal-Fall zu schließen, damit man mir dann freiwillig das Geld zurückzahlt. Das ist eine übliche Masche bei solchen Händlern: Erst versprechen, dann vertrösten. Nachdem ich den Fall korrekt bei PayPal eingereicht hatte (mit Beweislage), wurde er nach fast 3 Wochen ohne echte Prüfung abgelehnt. Lensmart verweigerte in der Zwischenzeit jede echte Lösung. Ich bin sehr enttäuscht – sowohl vom Kundenservice als auch vom Umgang mit offensichtlichen Mängeln. ❌ Keine Kaufempfehlung – besonders wenn es Probleme gibt. Wer Wert auf Kulanz, Qualität und ehrlichen Umgang legt, sollte sich einen anderen Anbieter suchen. 🔹 Nachtrag zur Bewertung vom [16. August 2025]: Ich habe inzwischen Rückmeldungen von Lensmart erhalten. Leider kann ich den PayPal-Fall nicht mehr schließen, da dieser bereits durch PayPal endgültig abgeschlossen wurde und ich keinen Zugriff mehr darauf habe. Lensmart hat mir zwar einen Austausch angeboten, allerdings gegen Zuzahlung für neue Gläser (z. B. bei Wunsch nach Gleitsicht). Eine genaue Information über die Höhe der Kosten steht derzeit noch aus. Sollte mir eine faire, transparente und kundenfreundliche Lösung angeboten werden, bin ich gerne bereit, meine Bewertung entsprechend zu überarbeiten. Derzeit warte ich auf weitere Klärung.

I ordered 2 frames. They arrived ok but you could tell they were inferior. As they were too large for my face, I decided to send them back and arrange my refund. Simple, yes? OMG, they were not happy about that and refused to refund me. Thank goodness I purchased through PayPal, so I organised a dispute through PayPal. They sent a threatening email saying that they would not refund unless I removed my PayPal dispute. REALLY? ARE YOU SERIOUS? DO I LOOK LIKE AN IDIOT? No return address either. Very suspicious. If you purchase from this company, pay via PayPal.