LensmartBy offering an expansive range of glasses that suits your unique optical needs completely, Lensmart will give you a perfect eyeglasses shopping experience.Our mission at Lensmart is to bring you stylish and comfortable glasses with ergonomic designs at the most reasonable prices. Lensmart is committed to the highest quality of its products delivered with honesty, originality, and authenticity.
Lensmart (lensmartonline.com) has 11,249 customer reviews on Five Star Index, with an average rating of 4.5 out of 5.
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LOMBARDI L.
My order says complete, and that it was shipped and I've received it, and I never received it.
Response from LensmartMay 22, 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~
Nicolee W.
Worst customer service ever. Trying to reorder THE SAME exact glasses I ordered less than two years ago. Paid for expedited shipping and was told order would be delivered 5-8 days. It has been two weeks and order still hasn’t shipped.
Response from LensmartMay 22, 2025
Sorry to have kept you waiting. Shipping time does not include lens customization time. We have arranged expedited production for your order and your package can be shipped today. We will also urge the logistics company to speed up the delivery of your package. Thank you for your understanding and patience.
AT B.
They shipped my order to the wrong address. Their customer service is a nightmare and now I'm out 140 dollars and I am stuck without glasses. I e-mailed them daily to correct the address when I discovered the error and their customer service claimed to be unable to do anything about their error and continuously tried to gaslight me about the responsibility in the matter, as can be seen in their response to this review
Response from LensmartMay 19, 2025
Sorry for the inconvenience. Your package was shipped on April 24th. You contacted us after it was shipped to change the address. We are really sorry that we cannot modify any information after the package is sent. We have contacted the logistics company again to verify the latest status of your package. We will inform you by email after confirmation. 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, if you contact us before shipment, we can change the address information for you. However, your package was shipped on April 24th, and you contacted us on May 4th to change the information. Sorry, we cannot change the information because the package has been shipped. We checked with the logistics company and the package has been successfully delivered to the address you filled in the order. If the address you filled in the order is wrong, can you contact the post office and ask them to re-deliver it? Thank you for your understanding and cooperation.
Mala S.
One of the Worst Online Shopping Experiences – Avoid Lensmart at All Costs! I ordered a pair of glasses from Lensmart, and the entire experience has been nothing short of a nightmare. First, they sent me the wrong size – completely different from what I ordered. When I contacted customer service, I was met with rude and unhelpful responses, and they made absolutely no effort to correct their mistake. To make things worse, they refused to give me a full refund, even though it was entirely their fault. Instead, they offered only a partial refund and tried to blame me for the sizing issue. This company is a complete fraud. Their customer service is awful, their return policy is deceptive, and they clearly do not care about doing right by their customers. I will not be ordering from this fraudulent company again, and I strongly warn others to stay away. Don’t waste your money or time.
Response from LensmartMay 19, 2025
Sorry for the inconvenience. We noticed that you are not satisfied with the size of the glasses. During the communication with you, we asked if you needed a replacement, but you rejected our proposal. We have processed the return and refund for you in accordance with our policy. Regarding the size of the glasses, the size on our official website states that the size of the glasses is measured manually and there will be slight deviations. If the glasses you received have a large error, can you please provide us with a picture of the measured size for confirmation? After confirmation, we will provide you with a solution. 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~
Gracie
Not very good at all. Ordered some glasses as nowhere else really had this style but they were huge. the frames were not like the pictures, or i just have a tiny head. the part that goes behind my ears were wider than my actual ears. they took 18 days to come yet i had 7 days to post my return- even then they cannot refund, only swap- this is fine but 7 days seems a very short time considering how long i waited. The postage then cost me 18£ to return and given i was already on day 7 and the parcel itself was worth 40£ there’s was no point. this would of made me 60£ out of pocket and i might aswell of just brought some more expensive glasses from a different company. i’m now over 40£ down with a pair of glasses i cannot and will not wear.
Response from LensmartMay 15, 2025
Sorry for the misunderstanding. Please don't worry, our seven-day return period means that you only need to return the package within seven days, and we will handle it for you after receiving the goods. The package does not have to be delivered to our return address within seven days. We noticed that you contacted us and said that the frame was too large. We asked if you needed to exchange for other frames, and you agreed. We have currently arranged a replacement for you, and once we receive the returned glasses, we will handle it for you as soon as possible. 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~
Maria Lourdes Beatrice P.
I was very much disappointed. It took almost 2 months for my glasses to arrive. They don't update any infos on my purchase. When the glasses arrives they didn't follow my prescription at all. I bought 2 glasses from them even one doesn't fit to me. They even blame me not giving the correct info even I gave copy of my prescription.I tried to order in FIRMOO and it was perfect to me. What i can say LENSMART is a fraud. they are not reliable and incompetetive. I will never purchase again to them nor refer them to my friends.
Response from LensmartMay 12, 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. We noticed that our customer service was confirming the prescription information with you, but we have not received your response. Once we get your response, we will find out the reason for your unclear vision and provide a solution as soon as possible. We will try our best to solve the problem for you, thank you for choosing Lensmart!
Kelsey S.
I've been buying from them with no issue until now. I placed an order for some sunglasses and weeks passed with no updates being made. They stopped providing updates after the "logistics company" they go through transferred the package on to USPS. Somewhere in there, my package was lost. Everyone said it was delivered, but no package to be found. This was after many many automated messages and I finally got to a real person every single time I had to send a response. Bottom line was that, even though I didn't have product in hand, Lensmart was taking zero responsibility for dealing with a shifty logistics company, having the absolute worst customer service, and providing no support in dealing with the post office. I've NEVER heard of a company that says too bad so sad and doesn't go to every effort to fix the situation. Now, not to say that this was technically their fault in the first place. Likely the package was delivered to the wrong mailbox. However, my entire experience therefore after was truly disgusting. Needless to say, they've lost a loyal customer.
Response from LensmartMay 10, 2025
We are truly sorry to hear that you did not receive your package. 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 you did not receive it, could you please contact the post office to provide relevant proof? After providing it, we will feedback to the logistics company and provide you with a solution. Thank you for your cooperation.
Randall M.
Not recommended, don't buy from this people!!!!! I purchased a pair of glasses for my new prescription from lensmartonline.com but the lenses were not good, I was not able to used them, couldn't read not even walk with them on. I requested to return them to get my money back, their customer service (only by email) approved my return but only refunded $10 out of the $64 I paid, they just paid me back for the frames not the lenses or shipping costs. They are not responsive and slow to help, there is no phone line to call them and on top of that, they kept my money and the glasses. A total steal. Not recommended, don't buy from this people.
Response from LensmartMay 10, 2025
We are sorry for the unpleasant shopping experience. We noticed that the PD you filled in the order was not consistent with your actual PD, and we are willing to remake the lenses for you. However, when we asked whether you needed to remake the lenses or refund according to our policy, you rejected our proposal to remake the lenses for you and said that you wanted to return the products for a refund. We respected your wishes and immediately handled the relevant procedures for you. You can review the emails we sent asking you whether you wanted to remake the lenses or refund, and we have clearly stated them. Thank you for your understanding and cooperation.
