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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Red B.
My wife ordered two pairs of eyeglasses last November and she has not received them yet as of today. The tracking number given doesn't work. Bad experience 😢
Response from LensmartJan 10, 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~
Sweetpea
I am extremely disappointed with both the service and the overall time management of my order. Given the many positive reviews, I was truly surprised by my experience. It seems like customers might be incentivized to leave glowing reviews, which can mislead other shoppers. I know this because shortly after my order was placed, I received an email requesting a 5-star review in exchange for a large discount on my next order—despite the fact that production on my glasses hadn't even started yet. You were also asked to submit a screenshot of your review. This was a red flag for me. The communication was terrible, and it was simply not worth the hassle. The shipping process was also frustrating; don’t waste your money on expedited shipping—it’s no different from regular shipping and feels like a tactic to upsell. Lastly, the customer service was subpar—responses took 24-48 hours, which further delayed production. Done waste your time or sanity - not worth it. While the glasses themselves were cute, the experience with this company was disappointing, and I would not recommend them."
Response from LensmartJan 10, 2025
Sorry for not giving you a good customer experience! Could you provide your order number? We will check it for you. We respect the wishes of our customers and will not force them to write good reviews. Is there any misunderstanding here? Shipping time does not include lens customization time, if your order takes too long in shipping 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~
Katherine R.
They only get one star because I can’t give a -5 star review. They shipped my glasses Canada Post, during the Canada Post strike (despite my asking them not to send it Canada post before it was shipped) and asked me to wait for services to resume. Once the services resumed, they were still unable to track my package. I asked for a refund, which they denied as the delays were as a result of the Canada Post strike, which is out of their control. Again I pointed out they sent it Canada Post, while I asked them not to. They offered a refund of 70% and I had to pay for shipping, only after my glasses arrived. Which as of 6+ weeks after the order they have not. Obviously, I declined and I have no idea when or even if they will arrive. Then they offered a $3 discount for the inconvenience (less than 2%) of my order. I finally opened a dispute with my credit card to get my money back, it was only once the dispute was opened that they agreed to ship a replacement package, then gave me a hard time because they didn’t feel my prescription (from a legitimate optometrist) was acceptable. They had no problem when they were taking my money though. 2+ weeks after agreeing to replace them, they are unwilling to ship because there’s a dispute open with my credit card. So here we are, nearly 2 months later, I’m out $130 and I have no glasses. And was insulted with a $3 discount. Don’t order from this company. It’s clearly a scam.
Response from LensmartJan 6, 2025
Sorry for not giving you a good customer experience! Due to the strike in Canada, the logistics information of your package has not been updated in time. We have verified with the logistics company many times that the package is in normal transportation, and we have done our best to help you urge the logistics company to speed up your package. Because the strike is an uncontrollable factor, we have provided you with several solutions, but unfortunately none of them satisfied you. We are willing to apply for special treatment for you, but because there is no PD on your prescription, we have confirmed many times just to be able to more accurately customize the most suitable glasses for you. We noticed that you opened a dispute, and our customer service has re-provided you with a new solution and is waiting for your reply. Once we get your reply, we will make further progress as soon as possible. Thank you for your understanding and patience.
Jp
I've been waiting now 12 days and counting for my glasses. Its expected today but at 5pm isn't out for delivery. I paid express shipping. DHL will be closed for 2 days for the holidays. I am not impressed I paid almost $19usd for express shipping. *Edit after reply* I've been in contact with both lensmart and DHL. Regardless, it's now the end of day, with a 2 day holiday and I'm out of luck until Friday. 14 days after paying for express shipping.
Response from LensmartDec 25, 2024
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 to have kept you waiting. Could you please provide us with your order number for confirmation? We will check the order status for you and can also help you contact the logistics company to inquire about the status of the package. We will follow up as soon as you provide the order number. Thank you for your cooperation and patience.
Alexah W.
TERRIBLE TERRIBLE TERRIBLE!! I WILL BE REPORTING THIS COMPANY!!! I bought 2 pairs of glasses. I did not like 1 and the other was not straight when you put them on. I contacted customer service to return them and get a refund and I have been getting nothing but pointless replies from them. "Why did you contact us on the 16th when your glasses arrived the 13th?" WTF DOES THAT MATTER?? THEY WONT REFUND YOU AND WILL JUST GIVE YOU THE RUN AROUND!! I WILL BE CONTACTING MY CARD COMPANY TO DISPUTE THE CHARGES AND REPORT THEM!!!!
Response from LensmartDec 24, 2024
Sorry for not giving you a good customer experience! We are sorry for the inconvenience. We did not refuse to refund your money. We just want to know more about your order. If you don't like the frames you received, we can arrange a replacement for you. You can choose other frames you want to try on our website. If you don't want to replace other frames, we will process the return and refund for the frames you don't like. For problematic glasses, we can arrange a free reissue for you. If you want a refund, we will also help you with the relevant procedures. Can you please tell us your decision? Our customer service is waiting for your reply. Once we receive your reply, we will follow up with your order as soon as possible and handle 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~
Michelle G.
Do NOT buy from this company! Look at the reviews on other post. You will not receive your order they will refuse to refund you. I’ve been waiting a month, they give fake tracking numbers ! This company is a scam! Beware ! I’ve seen tons of post like mine and tons of post of people who got lucky and got there order only to say the glasses are junk and they can’t use them
Response from LensmartDec 23, 2024
Sorry to have kept you waiting for so long. Due to the recent peak season, the logistics company has a lot of backlogs of goods. There may be some delays in the update of logistics information. We have done our best to urge the logistics company to speed up your package. We did not refuse to refund you, but your package is currently in normal transportation and is still within the expected time range. Can you please wait a little longer? Please don't worry, we are a formal company. If the package is lost or other abnormal situations occur during transportation, we will definitely provide you with a solution. If the address you filled in is correct, the package will definitely be delivered to 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~
Shalynn H.
DO NOT PURCHASE FROM THIS COMPANY!!! I ordered my pair November 25, it is now December 19 and my order is still in the customization stage for single vision. Whe I messaged them they said it was due to the canada post strike, thw strike has been over for 2 business days and it still has not shipped my order. No way to speak with someone and will not provide a refund!
Response from LensmartDec 20, 2024
Sorry for not giving you a good customer experience! Your package has been produced, but due to the strike in Canada, the package cannot be sent out, so the status of the order remains at the previous stage. Although Canada Post has resumed work, the strike has caused a lot of packages to pile up. The logistics company is not accepting new packages at this time. If you don't want to wait any longer, our customer service has processed a refund for you. Sorry for the inconvenience, 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~
Tadeáš H.
First order ok. The second order came with close-up glasses. Both orders identical. Support always comes up with something, first the sign is wrong + then again - and all the time. We wanted to order from family and friends as well, but after this behavior and the failure to recognize her obvious mistakes, I am ending my relationship with this company.
Response from LensmartDec 20, 2024
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~
