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

Toth
Nov 25, 2024
Enttäuschung- Dioptrie falsch, Brille passt nicht
Retoureadresse liegt in USA. Vorsicht! weil die Retoure wegen unbezahlbare Postkosten nach USA, absolut ungünstig ist. Rücksendkosten muss man selbst zahlen und wird nicht zurück erstattet! Ich bescwere mich bei Ihnen, dass habe ich eine Brille mit eine falsche Dioptrie erhalten. Unbenutzbar. Original Rezept habe ich Ihnen verschickt. Retoure funktioniert nicht, weil man die Retoure nach USA zurück schicken muss. Die Transportkosten solle Sie mir zurück zahlen.Es kostst nach USA 46,50 Euro. Es ist nicht mein Fehler , dass ich eine falsche Brille bekommen! Ich bin total enttäuscht. Zahlen Sie bitte mein Geld sofort zurück Bestell-Nr: C24111397101989231 Eigentlich noch die Brillehalter war auch beschädigt. Ich finde Ihre Dienstleistung schlecht! Sorry, Sie können nicht gut lesen. Ich habe das geschrieben, dass der Brillehalter beschädigt und ich habe Fotos auch geschickt." the glasses case was broken during shipping. " Bitte nochmal lesen! Die Brille passt mir nicht, die Dioptrie auch passt nicht. Ich sehe gar nichts, leider. Die Brille steht anders wie bei Online-Probe. Aud meine Nase passt nicht und steht nicht normal an meinem Gesucht. Der Nasehalter man kann nicht ändern, fix.
Response from LensmartNov 26, 2024
Sorry for not giving you a good customer experience!We are working hard to resolve the issue for you. We made it for you according to the prescription uploaded in your order. We noticed that you purchased reading lenses. There are two different ways to customize reading lenses. Can you please tell us which way you need to customize your reading lenses? We can adjust the lenses for you. When you contacted us, you said that the glasses case was broken, but the glasses were not damaged. Is there a problem with the frame now? Regarding the return shipping cost, our policy has stated that the returned goods need to be sent back by yourself. We are deeply sorry for the inconvenience caused to you. Our customer service has provided you with a solution and is awaiting your response. 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 them according to the prescription you uploaded in your order. However, there are many factors that affect the wearing effect of glasses, and you bought reading lenses, which have two different customization methods. We are willing to find out the reason for your unclear vision and provide you with a solution. If you want to return the product for a refund, we will also handle the return procedure for you. Regarding the return shipping fee, our policy clearly states that the customer needs to send the product back by himself. We are deeply sorry for the inconvenience caused. Sorry, if the frame is not suitable, we provide replacement service. We noticed that you have contacted our customer service to process the return and refund. Once we receive your returned glasses, we will arrange a refund for you immediately. Thank you for your understanding and patience~
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phyllis R.
Nov 18, 2024
This merchant is a rip-off
This merchant is a rip-off. I placed a $76 order with Lensmart on May 20th and never received my glasses. They were never shipped and Lensmart is not responding to my emails. Lensmart left a reply on this website on 11/18, basically blaming me for the reason why they haven’t sent my glasses or refund my money. I reached out to them on 11/22/24 and once again they’re giving me the run around. I have 26 emails, going back and forth with Lensmart, from 5/28/24 to 11/26/24.
Response from LensmartNov 19, 2024
Sorry for the inconvenience. Regarding your order, you contacted us to add ADD after placing the order. Later, we confirmed the lenses with you and continued your order. You contacted us again to cancel the order. Our customer service responded to each of your emails within 24 hours, but we have not received your reply. Our customer service has sent you an email again. Regarding your order, whether you want to cancel or continue, please inform our customer service of your decision. Once we receive your reply, we will process your order as soon as possible. Thank you for your understanding and support~ Sorry for the inconvenience. We have been confirming your order information with you, and we have arranged expedited processing for your order after confirmation. Your package has been shipped. You can check the status of your order on the website. We will also urge the logistics company to speed up your package. Thank you for your patience.
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Lilly H.
Nov 15, 2024
This company is a scam
This company is a scam. i ordered glasses, received a shipping confirmation shortly after, but the tracking number sent shows no info- and was sent from 17track.net, a notorious fake tracking website used by scammers as "proof of shipping". im going to submit a chargeback with my bank to get my money back because theres no way these scammers will refund me.
Response from LensmartNov 16, 2024
Sorry for the inconvenience. Your package has been shipped and is currently in normal transportation. There may be some delays in logistics information. We will urge the logistics company to update as soon as possible. You can also pay attention to the subsequent logistics situation. Please don't worry, if the package is lost, we will definitely provide you with a solution. If you still have any questions during this period, please feel free to contact us. Thank you for your understanding and support.
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Sam H.
Nov 8, 2024
Lens Mart are scammers
Lens Mart are scammers! Luckily, I know what I’m talking about here as worked in the optician field for 12 years. If you have a small head and require a smaller PD, you will NOT have those glasses made to that small PD. The prescription was correct for what I ordered but the PD which was meant to be 56 was made to 70 so impossible to use. After taking the glasses to 2 independent opticians and had them checked, they confirmed the finding. Lens mart I’ve offered a replacement, but I need to return and pay for The replacement or get a refund of 50% of my frame. I ordered expensive lenses! Do not order from them, please!! Order from other companies like Firmo or Vooglam. They have made my glasses correctly every time and the customer service is amazing. Lens mart you should be ashamed!
Response from LensmartNov 11, 2024
Sorry for not giving you a good customer experience! We made the lenses for you according to the data you filled in your order, and our glasses will be quality tested before delivery, which includes the degree check. There are many factors that affect the wearing of glasses. We noticed that the frame you can't see clearly is too big for you. Because you chose the frame you want to replace, we need you to send the frame you need to replace back. Regarding the remake fee you mentioned, because we noticed that the prescription data you filled in the order is slightly different from your original prescription data, we told you at the beginning that you need to pay for the new lens to change the prescription and remake the lens. We have contacted the optometrist about your situation. We will adjust the lenses for you according to your actual situation. Once we get a reply, our customer service will inform you of the solution 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!
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Sarah-Jane M.
Nov 7, 2024
Worst online shopping experience of my life
Worst online shopping experience of my life with them. They can't read my prescription and I have bought from them in the past and the glasses were correct, but not this time. They sent me glasses that I can't wear (their mistake). They promised to refund me 70% of the bill and I never received this refund. I fought with paypal, but they are in favor of the seller, because it is a personalized product. So, if you want to buy, know that you will not be protected in case of problem. I even returned the glasses there AT MY EXPENSE in hope of a refund. I have all the proof with more than 50 messages and they still refuse to refund me. I DO NOT EVEN HAVE THE GLASSES IN MY POSSESSION ANYMORE AND THEY KEEP MY MONEY. I bought several glasses and this equates to a high amount. I will have to get a lawyer against them it is completely absurd. They keep you guessing for months and making false promises. I DO NOT RECOMMEND THIS COMPANY! IT'S A VERY BIG SCAM!! EDIT: Comment edited after lensmart's comment. These are pure lies. They sent me a message when I purchased to tell me that they were not able to read my prescription. It is impossible for me to understand the scientific terms of this prescription. When I was able to speak with an optometrist, he sent a message, but Lensmart misunderstood everything the doctor said. The doctor was talking about my eyes and they understood that he was talking about prisms. Which gave the result that they did the opposite of what was supposed to be done. It makes sense: If the doctor says that my eyes go inwards, it will be necessary to make prisms facing OUTWARDS! EDIT November 15 I finally got the 70% refund, but I had to fight until I was sick. It was the 1 star review that seemed to change their mind. I highly recommend posting reviews here rather than exchanging hundreds of emails with them. Despite the refund, I would never buy from this place again and I do not recommend it especially if you have complex prescriptions. P.S. yes you refused to refund me at the base and you asked me for additional money to redo the lenses. which makes no sense. I have all the proof by email that you refused to refund me. It was when I mentioned opening a dispute that you agreed to refund me 70%. In my opinion, I would have fully deserved 100% of the bill, because you caused me a lot of stress and it is your fault if you could not read my prescription. It is ironic to be an eyeglass store, but to be unable to read a prescription... I lost money because of you... __ La pire expérience d'achat sur internet de ma vie avec eux. Ils ne sont pas capable de lire ma prescription et j'avais acheté chez eux dans le passé et les lunettes étaient correcte, mais pas cette fois. Ils m'ont envoyé des lunettes que je ne peux pas porter (leur erreur). Ils ont promis de me rembourser 70% de la facture et je n'ai jamais reçu ce remboursement. Je me suis battu avec paypal, mais ceux-ci sont en faveur du vendeur, car c'est un produit personnalisé. Alors, si vous désirez acheter, sachez que vous ne serez pas protégé en cas de problème. J'ai même retourné les lunettes là-bas À MES FRAIS pour espérer un remboursement. J'ai toutes les preuves avec plus de 50 messages et ils refusent toujours de me rembourser. JE N'AI MÊME PLUS LES LUNETTES EN MA POSSESSION ET IL GARDE MON ARGENT. J'ai acheter plusieurs lunettes et cela équivaut à un montant élever. Je vais devoir me prendre un avocat contre eux c'est complètement absurde. Ils te font miroiter pendant plusieurs mois et te font de fausse promesse. JE NE RECOMMANDE PAS CETTE ENTREPRISE! C'EST UNE TRÈS GROSSE ARNAQUE!! EDIT: commentaire modifié aprèes le commentaire de lensmart. Ce sont de pures mensonges. Ils m'ont envoyé un message lors de l'achat pour me dire qu'ils n'étaient pas capable de lire ma prescription. Il m'est impossible pour moi de bien comprendre les termes scientifiques de cette rpescription. Lorsque j'ai pu aprlé avec un optométriste, il a envoyé un message, mais Lensmart a tout compris de travers ce que le médecin a dit. Le médecin parlait de mes yeux et eux ils ont compris qu'il parlait des prismes. Ce qui a donné le résultat qu'ils ont fait l'inverse de ce qui était supposé être fait. C'est logique: Si le médecin dit que mes yeux vont vers l'intérieur, il faudra faire des prismes vers l'EXTÉRIEUR! EDIT 15 novembre J'ai finalement eu le remboursement de 70%, mais j'ai dû me battre à m'en rendre malade. C'est l'avis 1 étoile qui semble les avoir fait changé d'avis. Je conseille fortement de mettre des avis ici plutôt que d'échanger des centaine de courriels avec eux. Malgré le remboursement, je n'achèterais plus jamais à cet endroit et je ne le conseille pas surtout si vous avez des prescriptions complexes.
Response from LensmartNov 8, 2024
Sorry for not giving you a good customer experience! We confirmed the direction of your prisms with you before shipping, and we made them for you according to what you said. After receiving the glasses, you contacted us and said that the glasses were not clear, and told us that you confirmed it again with another optometrist, but the newly confirmed prism direction was different from the direction you told us before shipping, which made the glasses unclear. We were willing to redo the lenses for you, but you refused and wanted to return them. We also processed the return procedures for you. We did not refuse to refund you, but because we found that you opened a dispute, the dispute would cause the refund to fail. We have been communicating with you, and we have received your return, but the refund cannot be successfully returned due to the dispute. We checked many times, and your dispute is still not closed. Once we confirm that the dispute is closed, we will arrange a refund for you immediately. 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! Sorry for the inconvenience. We were not clear about the direction of your prism when we made the glasses, so we contacted you to confirm that we made the prism for you according to the information you provided at that time. This is inconsistent with the prism direction you informed us after receiving the goods, which caused you to be unable to see clearly. We are willing to process the return for you. We were unable to refund you because you opened a dispute before. We have now found that your dispute has been closed, and we will continue to process the return for you. And have submitted the refund request to our Finance Department. Please be aware that the refund may take 3-7 business days to be credited to your account. The exact timing depends on your payment method and bank processing times. If you still have any questions, please feel free to contact us. Thank you for your understanding and support. Sorry for the inconvenience. If the prescription is complicated or there are questions, we will definitely contact the customer before making it, and we will only start making it after confirming with the customer. Regarding your order, we confirmed the correct prism direction with you before shipping. After receiving the goods, you told us that you confirmed it again with another optometrist and got a different result. We are willing to redo your lenses but there is a fee for new lenses. You refused us and expressed your desire to return the goods. We respected your wishes and processed the return for you. We have never refused a refund, but it was because you opened a dispute that led to the failure of the refund. After your dispute has been closed, we have also proceeded with your refund at the first opportunity. Thank you for your understanding and support~
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Sarah
Oct 31, 2024
Awful company
Awful company. Waited months for glasses to arrive. Communication was terrible. Ok e arrived, one pair came defective and all were cheap quality. They refuse to honor their refund policy on the website and they deliberately mess you around in email communications.
Response from LensmartOct 31, 2024
Sorry for not giving you a good customer experience! Your order was lost during transportation by the logistics company, so you didn't receive it. We have arranged a free reissue for you. There was a problem with the pair of glasses you received, and we have provided you with a solution. We are willing to arrange a free reissue for you, but if you want a refund, we will not refuse your request. For other non-special price glasses, we will handle the return procedures for you in accordance with our policy, and you also agreed to our refund policy when we communicated with you. But we found that you opened a dispute, which will result in a refund failure. Once you close the dispute, we will immediately handle the return procedures for you and arrange a refund for you immediately after receiving the goods. Is this acceptable to you? Our customer service is still waiting for your reply. If you have any other questions, you can contact us at any time. Thank you for your understanding~
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Zara
Oct 25, 2024
Don’t use go to Firmoo instead!!
Thought I’d give this company a try. Should have checked reviews first!! Easy to order, lots of frames and good quality. I was really impressed with the lenses quality, so far so good! HOWEVER The frames I got were just too big and I knew they offered an exchange if your glasses were not suitable. I chose a sale pair as a replacement which pre sale are Kojo $29.95 but $1 sale atm and the original ones I brought Yandi, were pre sale price $29.95 sale price $ 9.95….but they want me to pay the more money?! I pointed out this is against trading standards and although I should get a refund for the difference I explained I didn’t expect too as they would need to add lenses etc. Secondly they have given me the run around with 5 emails requesting all sorts!! Just put all the info in one email and be done with it. ***UPDATE*** They have refused to exchange my frames as per their terms and conditions unless I remove this negative review. I’ll be using Firmoo going forward as they exchanged a pair for me and it was free with no return needed!! Rubbish service and badly run company.
Response from LensmartOct 28, 2024
Sorry for not giving you a good customer experience! We have understood the situation of your order. We are sorry for the inconvenience. We will replace the frames with the wrong size for you. If you confirm that the prescription is correct, we will make the same specifications of lenses for you according to the same prescription data in the order. Because the frames you want to replace are special items, we need to calculate the price difference according to our policy. If you do not want to pay the price difference, you can choose the frames of the same price in the order. Our customer service is still waiting for your reply. Once we receive your reply, we will deal with it as soon as possible.Thank you very much understanding~ Sorry for the inconvenience, we did not refuse to replace the frame for you. It's just that the frame you chose is a special offer item, and we need to calculate the price difference according to our policy. If you don't want to pay the price difference, can you please choose the same price as the one in the order to replace it? Once we get your reply, our customer service will arrange the exchange for you as soon as possible. Thank you for your understanding!
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Pat R.
Oct 24, 2024
Do not order from this company great…
Do not order from this company great experience with Zeelool or Firmoo customer service is wonderful I purchased 2 pair of glasses I wanted to return 1 pair the prescription was not accurate I tried to contact them but no answer back so now it is to late to return
Response from LensmartOct 25, 2024
Sorry for not giving you a good customer experience! Our customer service staff will reply in chronological order.If you want to return the product and contact us within the time frame, we will definitely resolve the issue for you.Could you provide your order number? We will check it for you. If there is a problem with the prescription of the glasses, our customer service will help you find the reason for the unclear vision and provide you with a solution. If you want to return the glasses, we will also help you with the return procedures. We will definitely solve the problem for you. Our customer service is still waiting for your reply. Once we get your reply, we will make further progress as soon as possible.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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