LensmartReviews of lensmartonline.com

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~

Response from LensmartDec 18, 2024

Sorry for the inconvenience. Because the address you filled in in the order was wrong, we were unable to successfully apply for the logistics waybill. We have proactively contacted you and have successfully changed the correct address for you. We will send your package as soon as possible and urge the logistics company to speed up the transportation of the package. We will continue to improve in order to provide better service. If you have any questions, you can contact our customer service and we will do our best to help you. We will definitely solve the problem for you!

Response from LensmartDec 12, 2024

Sorry for the inconvenience. The shipping costs for returns and exchanges and the refund amount for reissued orders are clearly stated on our website. You can click on the link to view relevant information: https://www.lensmartonline.com/about/return-policy/. We do not force you to leave a positive review. Even if you do not leave a positive review, we will still replace the inappropriate frames for you. Because the glasses you ordered are not suitable, we have arranged a replacement frame for you. If you are still not satisfied with the replaced frames, we can arrange a return and refund for you. We are really sorry that we failed to satisfy you. We can only handle it for you according to our policy. We will continue to improve our services to provide better services.Thank you for your understanding!

Response from LensmartDec 11, 2024

Sorry for the inconvenience. Your package was sent on November 26th and is still within our time frame. Since the logistics information shows abnormalities, we have contacted the logistics company to verify. After investigation, the logistics company reported that your package is currently being cleared. Can you wait patiently? If the package is lost or other abnormalities occur during transportation, we will definitely provide you with a solution. We have urged the logistics company to speed up your package as much as possible, and we will also monitor the subsequent situation of the package. If you have any questions, you can contact our customer service and we will do our best to help you. We will definitely solve the problem for you!

Response from LensmartDec 11, 2024

Sorry for not giving you a good customer experience!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. If you think our degree is wrong, we need a video of the examination to confirm. If you can't provide it, would you like to give us a chance to find the reason for your unclear vision and repair your lenses? Because there is no PD on your prescription, we just want to confirm your actual PD. If you don't want to repair the lenses, we can process a return and refund for you. Our customer service is waiting for your reply. Can you please tell us your decision? Once we get your reply, we will process your order as soon as possible. If you have any questions, you can contact our customer service and we will do our best to help you. We will definitely solve the problem for you!

Response from LensmartDec 6, 2024

Sorry for not giving you a good customer experience! Shipping time does not include customization time. We noticed that you ordered two packages, both of which have been shipped and are currently within the time frame. Due to the strike in Canada, we understand how this might affect your order's delivery. Please be assured that we have already arranged for our team to communicate with the logistics company to address this matter. We are doing everything we can to manage the situation and find a solution promptly. Could you please be patient and wait? If your package exceeds the estimated time, we will provide you with other solutions. Thank you for your understanding and patience~

Response from LensmartNov 30, 2024

Sorry for not giving you a good customer experience! Since you purchased a special offer item, according to our return policy. Special offer items cannot be returned or exchanged. However, there are many factors that affect the wearing effect of glasses. We are willing to find out the reason for your unclear vision and adjust the lenses for you. Our customer service has contacted you by email and is still waiting for your reply. Once we get your reply, we will deal with it as soon as possible and we will definitely solve the problem for you! Thank you for your understanding! Sorry for the inconvenience. We made the glasses for you according to the prescription data in your order. Our glasses are quality tested before delivery, which includes a power test. If you think we made a mistake in production, you can communicate with our customer service. We sent you an email but have not heard back from you. Could you please give us a chance to find the cause of your blurred vision and solve it for you? Sorry for the inconvenience. We did send you an email, but we haven't received your reply. We have sent you another email, could you please check your mailbox? Once we get a reply we will process your order for you as soon as possible. Thank you for your understanding and patience.

Response from LensmartNov 28, 2024

Sorry for not giving you a good customer experience! We made them according to the prescription data in your order. Unfortunately, you filled in the wrong PD in the order, which made the glasses unusable. We are willing to remake the lenses for you according to your correct PD, but because the lenses are customized products and cannot be sold twice, you need to pay for the new lenses. Our return policy also clearly states this. We noticed that you have rejected our offer to remake the lenses for you and want to return the products. Our customer service has also processed the return procedures for you. We are sorry that we failed to satisfy you, and we will continue to improve our service. 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~