Gerda N.
Not helpful costumer service
UPDATE: As per their request, I provided a video and explained the problem clearly and repeatedly in writing. Despite this, they insisted it was not a quality issue. After I posted a review, they contacted me saying a 100% refund would actually be possible, but only if I paid for the return shipping, even though the product was clearly defective. I found this extremely unethical. I have forwarded the case to consumer protection authorities and will update this review accordingly. I strongly advise others to stay away from this company. If anything goes wrong, you’re on your own. ———————————————————— I ordered a pair of prescription glasses from Lensmart, but unfortunately, the lenses were distorted and only a small area of the lens was actually clear. This caused significant dizziness and headaches, making the glasses completely unwearable. Despite explaining the issue multiple times, customer service repeatedly denied that this was a quality issue — even though the product clearly does not function as intended. They insisted on applying their non-quality return policy, offering only a 70% refund for the lenses and refusing to cover return shipping, which is completely unacceptable given the defect. What’s worse is that I previously ordered glasses with the same prescription from them (which were perfect), so it’s obvious that the problem is not with the prescription, but with the lens manufacturing or grinding. I’ve now had to escalate the case to consumer protection authorities, as Lensmart refuses to take proper responsibility. This has been a frustrating experience, and I would not recommend ordering from them — especially if you expect fair customer service when things go wrong.
Response from LensmartJul 3, 2025
Sorry for the unpleasant shopping experience. We make glasses according to the prescription data in the order, but there are many factors that affect the wearing effect of glasses. Pupil height, pupil distance and frame size will affect the wearing effect of glasses. Our products will be quality inspected before delivery. If the product you received has quality problems, can you please provide us with relevant proof to confirm? Photos or videos that can reflect the problem are fine. Once confirmed, we will arrange a full refund for you. And we are also checking with the supply department. Once we receive a reply, we will inform you as soon as possible. If you have any other questions, please feel free to contact us. Thank you for your understanding.