LensmartReviews of lensmartonline.com

Response from LensmartJul 2, 2025

Sorry for the inconvenience. We have checked with the supply department many times, and according to the weight chart when the package was sent, your package was not missed. If the package you received is damaged or otherwise, we need relevant photos to confirm. But unfortunately, you cannot provide us with photos of the package, so we cannot confirm it. Could you please contact the post office to ask if the package was intact when it was delivered? If it was damaged at the time, could you please ask them to provide a proof? We will handle it for you after providing it. Regarding the wrong glasses, we have provided you with a solution and are waiting for your reply. Once we receive your reply, we will follow up as soon as possible. Thank you for your understanding and cooperation.

Response from LensmartJun 30, 2025

Sorry for the inconvenience. We just want to customize the right lenses for you more accurately. We will make them according to the data you sent, and we have arranged expedited processing for your order. If you have any questions, please contact our customer service and we will do our best to solve it for you! Thank you for your patience.

Response from LensmartJun 30, 2025

Sorry for the inconvenience. We made it according to the prescription data in the order, but there are many factors that affect the wearing effect of glasses. We are willing to find the reason for your unclear vision and provide you with a solution, but we noticed that you want to replace the frames and lenses. According to our policy, returns and exchanges require the goods to be sent back, and we can only process them for you after receiving them. If you do not want to exchange or return the goods, can you please give us a chance to adjust the lenses for you? If you have any questions, please contact our customer service and we will do our best to solve it for you! Thank you for your understanding~

Response from LensmartJun 25, 2025

Sorry for the inconvenience. Since the package shows that the delivery failed, we have been verifying the reason for the return with the logistics company. Please don't worry, we will definitely provide you with a solution. Our customer service will verify with the logistics company again and provide you with a new solution after confirmation. If you have any other questions, please feel free to contact us. Thank you for your understanding and patience.

Response from LensmartJun 25, 2025

Sorry for the inconvenience. We have checked your order several times. You purchased photochromic distance lenses. We selected the data required in the prescription according to the lens type selected in the customer's order. Your prescription can produce four lenses, but you purchased distance lenses, so we only selected the data required for distance. We are not uncooperative with you. On the contrary, we have been actively providing you with solutions.If you bought the wrong lens and want to replace it with the correct one, we are willing to re-make it for you, but our website clearly states that "The replacement caused by the wrong and unusable customized lens caused by the customer's personal reasons requires the customer to pay the extra cost of re-customizing the lens and the shipping fee for reissue". If you do not want to re-make the lens and want to return it, we respect your wishes and will process the return for you in accordance with our policy. We did not make the wrong lens. If you want to return the product, our website also states that the return shipping fee needs to be borne by the customer. You can click the link to view more of our policies: https://www.lensmartonline.com/about/return-policy/ If you have made up your mind, whether you want to redo the lenses or return them, we will actively cooperate with you. Thank you for your understanding and patience.

Response from LensmartJun 24, 2025

Sorry for the unpleasant shopping experience. We noticed that you purchased photochromic distance lenses in your order, which are single-vision lenses and can only see at one distance. We made them for you according to the type of lenses you purchased, and we will select the data required in the prescription according to your prescription. You said you wanted multifocal lenses, and since you purchased the wrong type of lenses, we are willing to remake the lenses for you. However, new lenses will cost you money. If you do not want to remake the lenses and want to return them, we also told you that we are willing to do so for you. Could you please tell us your decision? Once we receive your response, we will follow up as soon as possible. Thank you for your understanding and patience.

Response from LensmartJun 23, 2025

Sorry for the unpleasant shopping experience. Our customer service has responded to every email you sent. We noticed that you contacted us after receiving the goods and said that the frame and lenses were not suitable. We are willing to exchange them for you and replace the lenses for you. However, you rejected our proposal and said that you wanted to return the goods. We respect your wishes and are willing to process your return according to our policy. Our customer service has provided you with a new solution and is waiting for your reply. Thank you for your understanding and patience.

Response from LensmartJun 23, 2025

Sorry for not giving you a good customer experience! Could you provide your order number? We will check it for you. If you have any questions, welcome to contact our customer service and we will do our best to solve it for you! Thank you very much understanding~ Sorry, could you please provide us with the order number?