LensmartReviews of lensmartonline.com

The offer was to deliver my lens within 3-5 days since 05/Sept/2024. It has been 8 weeks already and LENSMART is NOT able to ensure when my order will be delivered.

I found a pair of frames I've been looking for for awhile. My daughter ordered from another company online with an excellent experience so I thought I'd try. I sent my prescription and was looking forward to getting them and wearing; The right eye of my progressive lenses was nothing near acceptable. I can see nothing near or far with it. The left lens is right. I wrote them explaining this and how may I return and get a refund? They told me they can give me 25% off my next pair which obviously will never happen. If I want I can send them back at my cost for them to replace the lens also at my expense. I've already paid $113 inc exchange and am not paying them again to ship what could possibly be another faulty lens. Will not be experimenting with online glasses again.

Horrible experience! While I received both pairs of glasses that I ordered, one pair was the correct prescription, the other one was incorrect. I keep getting the runaround with this company when I try to send them an email about returning the frames for the correct prescription or receiving a refund. They keep responding with a bunch of questions like asking for pictures of the prescription, and wanting video footage of the optometrist viewing the lens since I told them I confirmed with my eye doctor that the lens are wrong, etc. They obviously are a scam company and I would NOT recommend.

It is with deep sadness that I find myself forced to write this negative review. I am used to trusting others and giving the opportunity to recognize and correct mistakes since we can all make mistakes. In my upbringing culture, if we make mistakes we apologize. In this case unfortunately I found myself faced with an arrogant salesman who refuses to acknowledge his mistakes. Based on a prescription from my doctor, I purchased a pair of perfect glasses from a local shop. I thought about buying another pair on the Lensmart online store using the same prescription, as the price was very affordable. These are glasses with progressive lenses and therefore among the most expensive. The glasses were delivered within the promised time but, as soon as I tried them on, they turned out to be completely wrong. In the long distance they are unusable, in the short distance they can only be used by looking extremely downwards looking at the tip of the nose. Moving the glasses upwards slightly improves visibility up close but from afar it does nothing, they are unusable. I would like to point out that in the package received from Lensmart there was also a plasticized paper ruler which had initially intrigued me since I didn't understand its function. I contacted Lensmart to point out that the glasses are not suitable and to give them the opportunity to propose a solution. They asked me to measure the PD distance using the ruler included in the package and take a photo of my eyes by placing the ruler on my face and holding it in my hand. I naively indulged in this ridiculous game, after which they replied that the PD measurement I had communicated and given by the medical prescription was wrong as it was not confirmed by the photo sent. It was of no use sending them my prescription and explaining to them that the PD measurement of my prescription had been measured by a professional doctor with high precision and digital instruments. There was no point in reiterating that the glasses purchased in the local shop and made according to the prescription were perfect. Lensmart's ruling is that the PD measurement is wrong because the photo I took of myself holding the ruler and placing it on my face did not confirm the measurement taken by the doctor with professional digital tools. Tell me if it is possible to continue a dialogue with such an incompetent seller, who makes glasses based on measurements made with a plasticized and flexible paper ruler. The reason why such a ruler is included in their packaging is so as not to recognize their mistakes. So no assumption of responsibility but, on the contrary, the request for money to replace the glasses. By the way, vision through glasses does not improve even by moving them slightly up/down or to the side. They are completely wrong. In conclusion, my recommendation is not to take risks and not entrust the order of glasses with progressive lenses to this seller, even if you have a doctor's prescription. My experience is one of incompetence and arrogance

Terrible experience. First I tried to cancel the order immediately after I placed it when I realized the Canadian website charges in USD. That did not work. I finally received the glasses. One pair of glasses is crooked and falls off my face. I am trying to return it for a refund. This company is impossible to deal with. They keep asking questions by email. Send pictures. Send prescription. Etc. I assume this is to run out the time. I will never order from you again and will not recommend. It’s a crapshoot.

I order 2 glasses on Monday and right away. I canceled the order. But they already got it out of my checking account, I don't want them anymore. And I've told them like 10 times, how come you don't have a good phone number? I want my money back

No stars , I have been emailing over 20 times and messaging and getting nowhere , they made a mistake on my glasses , I Oder two pair . One pair was good the other were wrong and I can’t even wear them and all I get is a run around . And they have my money and won’t return it ,

I would rate this company as a Zero,I don't know why they force with the first star... I ordered my glasses last month,even though after payment I realised I have bought it in $ instead of € since I am in Germany,I said ok, anyway. All went well untill my tracking got stuck in Germany handing over point,since then it's now one month,I have not received my package,I keep writing to Lensmart my package is lost,they say all the time they will get in touch with the Hermes courier company and get back to me untill today no concrete help and investigation is done. I keep writing to the courier company,they say, contact your buyer ,they will initiate contact with us for lost package and we will get back to you.....meaning Lensmart has not contacted them all this time.... Today I have initiated a refund,both companies have no links to claims a refund online, only via email which they both play the back and fourth game... Lensmart,this was my 2nd purchase from you,you have lost a customer and many of my friends who wanted to buy from you.... And please i need a refund since I Never got my package until now, contact Hermes courier company Germany and see how you can solve my case as soon as possible because they keep referring me back to you. my order number is: C24083057545598497 UPDATE ON MY CASE: Well after back and forth emails and this negative review, Lensmart took it seriously and they promised to take care of it by sending another pair of Glasses but I preferred a refund because at this point I was done with waiting for a another package. It's amazing how they acted quickly and within 4 days I got my money back in full since I never got my order. They have nice glasses, at least from my first order from them, they can also quickly help there customers,it's just sad that you have to push for it. Anyway, thank you Lensmart for finally acting fast and we solved this situation Amicable. But remember to keep working on your customers service because customers comes first. Thank you.