Lensmart Reviews | Read Customer Reviews of lensmartonline.com

Lensmart Reviews | Read Customer Reviews of lensmartonline.com

Lensmart reviews

Showing 1,385 reviews with 1 star · Clear filters

Irene
Jun 18, 2025
Dear Lensmart Customer Service, I am disappointed
Dear Lensmart Customer Service, If I could give a 0-star rating, I absolutely would. I ordered 3 pairs of glasses from your website on May 15, 2025 (Order #C25051550985656723) and have had nothing but frustration since. The tracking information was extremely slow and unhelpful. By early June, my order was still showing as being in your warehouse. Then, without any real update or delivery attempt, the tracking was suddenly marked “delivered” on June 5th — I never received anything, and no package ever arrived at my door. It has now been over a month, and I still don’t have the glasses I paid $118 for. This is completely unacceptable. Either: Resend my glasses with proper tracking and delivery confirmation, OR Refund my $118 immediately. I worked hard for my money. This experience has been incredibly disappointing and I expect this issue to be resolved without delay. Sincerely, Irene Sumner
Response from LensmartJun 18, 2025
Sorry for the inconvenience. We are sorry to hear this. According to the tracking records, your package has been successfully delivered. The tracking information confirms this.We have shipped your order to the address you provided when placing the order. If the package hasn't reached you,we have provided you with the terminal tracking number via email. Could you please contact the post office first? Thank you for your understanding and cooperation.
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Customer
Jun 17, 2025
They should not be in business
Shipping is a nightmare. Zero prescriptions’ accuracy, frames are off measurements and even worse customer service and policies. Never again!
Response from LensmartJun 18, 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~
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Ronald O.
Jun 16, 2025
30-Day Customer Guarantee policy not honored
LensMart does not honor it's online 30 Day Customer Guarantee policy. Their reply to me was this. "We need to confirm with you via video if there is any product quality problem. Once we receive the video to confirm that there is a quality issue with your purchase this time, we will arrange the exchange process for you right away. Thank you for your cooperation and understanding. If you have any further questions, please do not hesitate to contact us."
Response from LensmartJun 17, 2025
Sorry for the misunderstanding. We did not refuse to process your return. We want you to provide the video just to confirm the problem with the bracket. If there is a quality problem, we will definitely provide you with a solution. Because the solutions are different, if you are unwilling to provide them, we will process your return as if there is no quality problem. Is this acceptable to you? Our customer service is still waiting for your reply. We will follow up as soon as you reply. If you have any other questions, please feel free to contact us.
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Daniele
Jun 15, 2025
Ordered two pairs, disaster
Ordered two pairs. One for reading, the other intermediate. Unlike the other online companies they didn't prompt you to include info like axis etc. And dont request your prescription so they can double check. Result was I got two pairs both couldn't see out of them because thw prescription was wrong. My own fault. Won't use them again though.
Response from LensmartJun 16, 2025
Sorry for the inconvenience. If you purchased prescription lenses, we made them according to the prescription data in the order. However, there are many factors that affect the wearing effect of glasses. Our customer service has contacted you proactively. We will find out the reason for your unclear vision and provide solutions. Please feel free to reach out to us via email at [email protected] or chat on our social media with any questions or concerns. We will try our best to solve the problem for you, thank you for choosing Lensmart!
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Patty S.
Jun 10, 2025
Order #C25051953535251277
Order #C25051953535251277 I ordered 2 pair of eyeglasses. They said they shipped them out. I received one pair of glasses that I had to go and pick up from the post office because I had to pay for postage due besides. My package also had a counterfeit mailing label on it according to USPS. I’m wondering if I’m going to get my second pair soon and if I’m going to have to pay for postage due again. UPDATE…Lensmart refuses to send me my second pair of glasses, even though I sent them a picture of the package I DID get with the counterfeit label, which I had to pick up myself from the post office and only had one pair of glasses when I ordered two pairs.
Response from LensmartJun 10, 2025
Sorry for the inconvenience. Do you mean you were charged extra shipping fee when you went to the post office to pick up the package? If so, provide relevant proof and we will reimburse you for the fee. Regarding the package only receiving one pair of glasses, we will verify it for you. We will reply to you by email as soon as possible, thank you for your understanding and patience. Regarding the extra shipping fee you were charged by the post office, we can reimburse you for this fee. Could you please provide us with the relevant receipt by email? Thank you for your cooperation.
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Mark C.
Jun 9, 2025
Poor service
Didn't deliver been 4/5 weeks when I complained they said they can only give a 90% refund because there's apparently a processing fee for not sending the item. Never ordering with these again. Ended up getting a refund from the bank and reporting the company for fraud.
Response from LensmartJun 10, 2025
Sorry to have kept you waiting. We noticed that you contacted us before and wanted to change the logistics method. Because it has not been confirmed, the order is in a suspended state. We have been waiting for your reply. Later, we received your reply and learned that you want to apply for a refund. We respect your wishes and are willing to cancel the order for you, but we need to refund according to our policy. Since you are our high-quality customer, we have provided you with a special solution. Our customer service is waiting for your reply, and we will update as soon as possible after your reply. Thank you for your patience.
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Sara R.
Jun 7, 2025
I can't begin to describe the…
I can't begin to describe the nightmare. I cannot believe the reviews all over the Internet are so positive. It has to be fake. I never received my order and I don't even think this is an actual company.
Response from LensmartJun 9, 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~
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Laura P.
Jun 3, 2025
Compré unas Gafas dos en verdad y estoy…
Compré unas Gafas dos en verdad y estoy intentando contactar y nada no me han llegado ya Hace 20 días que las compré y no me responden
Response from LensmartJun 4, 2025
Sorry to have kept you waiting. Regarding your order, we noticed some problems with the prescription and we contacted you immediately after we found out. At present, some data of your prescription has not been confirmed and we have not received your reply. Once the prescription is confirmed, we will arrange expedited processing for your order. We apologize for the inconvenience.
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