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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Cynthia Z.
The prescription for my eyeglasses was not accurate, which has affected my ability to use them effectively.
Response from LensmartJul 24, 2024
Sorry for not giving you a good customer experience! Lensmart provide a 15-day after-sales processing period. If you have any questions, please contact our customer service by [email protected] and we will do our best to solve it for you! Thank you very much understanding~
Tori T.
Sent me glasses that I can not see out of. Very dangerous for me to drive in. I have begged for a replacement, while on disability and cannot afford to just throw money away. I was refused. Cheap quality and sad customer service . Don't waste your mo ey or time. Go to Zenni. I should have never left them. I am going back tho. Better quality and great customer service. Unlike this so-called company.
Response from LensmartJul 24, 2024
Sorry for the inconvenience. We checked your order and found that both pairs of glasses you purchased were on sale. Our policy states that on sale items, returns and exchanges are not supported. Our customer service colleagues have submitted a special request for you and will adjust your lenses for free. Thank you for your understanding.
Lynn
I ordered 2 pair glasses. 1 pair for rx reading and a pair of rx sunglasses. Reading glasses rubbed my nose so badly that I have a permanent scar. The sunglasses broke within 3 months . Just put them on and the frame snapped. I'm not wasting my money with them again. Rather go to somewhere local to assure replacement. So lensmart emailed and ask for my order #. I email it to them and as I thought they didn't mention my order and gave me the same response they give everyone. I will never buy glasses from them again.
Response from LensmartJul 22, 2024
Sorry for not giving you a good customer experience! Lensmart offers a 365-day warranty (warranty will be determined by the date of the parcel signed) covering clear defects in material and workmanship. If you have any questions, welcome to contact our customer service at [email protected] and we will do our best to solve it for you! Thank you very much understanding~
Samantha
Horrible. The positive reviews here are fake, you'll see that this company has an abysmal rating on every other website including Better Business Bureau. Both pairs of glasses I received do not work for me (the frames are terrible quality, do not fit as expected) and the lenses are incorrectly made - Totally unusable. Customer service is AWFUL, regurgitating the same canned replies again and again, eventually only offering a partial refund on one of the pairs (and they want me to pay shipping). I have requested to escalate this issue within the company but without any reply, as they tried to blame me for the mishap which was completely untrue. This company is a SCAM, they stole my money which I can't afford to lose, and have done this to countless others. Absolutely do not buy from them. EDIT: Thank you lensmart for providing a perfect example of your lies and refusal to return my money after scamming me. I will be taking legal action as a next step.
Response from LensmartJul 22, 2024
Sorry for the inconvenience. We check one pair you ordered is special offer. Our policy has stated that special offer glasses are not returnable or exchangeable. And we found that your PD was filled in backwards. We've customized your lenses to your prescription. However, there are many reasons that affect the wearing effect. We are happy to submit a special request to adjust your lenses once for free. But if you want to return the product for a refund, for the pair of glasses that are not on sale, the refund is 70% of the lens and 100% of the frame. Thank you for your understanding and cooperation.
Simon T.
Just got my glasses in the mail and they are horrible. There are gaps between the frame and lens, so I'm afraid that if I clean them, the lenses will fall out. Just barely putting pressure on the lens makes the lens almost pop out of the frame. The prescription is also weird. I can see clearly, but it hurts my eyes and feels very off. My normal glasses with the same prescription do not have this issue. Emailed customer service and so far there has been no response, which is odd considering I see people saying that customer service replies fast. That's $80 I'm never getting back...
Response from LensmartJul 22, 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~
Aquadia M.
I just recieved my glasses in the mail and i Can not wear them because i can’t see anything out of the right side of my lense. I believe either no medicine was put in the right side or the wrong prescription was put into the right side , When i put them on i have to instantly take them off because everything appears a blur . Left eye is fine but right side is very blurry! Can’t call customer service so what can i do about this?
Response from LensmartJul 19, 2024
Sorry for the inconvenience. We check you didn't upload your original prescription in the order, could you send us your original prescription include the pd number to our customer service email address [email protected] for confirmation? We will try our best to solve the problem for you.
Louise H.
RIP off company. Purchased glasses damaged on arrival will not give refund or return address. AVOID TOTAL SCAM COMPANY
Response from LensmartJul 16, 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~
Y J.
Lensmart: cute frames, only THAT! RUN!! Mine arrived, prescription was good, just the polarized lens doesn't work for me, I decided to exchange it or have my money back (refund). That is the complicated thing: Exchanges or Refunds. ... 1-They don't have a customer service phone number. 2-They just receive emails (every response is daily) and if something is wrong with your glasses you have only 15 days. I received 8-10 emails (1 at a day) between responses and answers. Some of the emails was repetitive, they want you to re-check on your PD, sent pictures etc.. 3- It doesn't matter what option you choose, they are going to fight with you, but you will not have your complete refund and if you decide to exchange the frame, they will charge you and extra, you will need to pay. 4- Customer service are not identified in the emails, they were very rude in some email communications. 5- When I sent an email telling them that I am going to write a review about the bad customer service BECAUSE they were wasting my time with repetitive emails and make the days go by on purpose ( I answered all their questions mostly 1 question per email). Next day finally, they sent me the USPS label. 6- They don't care about their clients and the bad customer service they bring. 7- I hope this review helps, and I hope you never have problems with your order, if you decide to order, because it will be a headache. 8- update: I sent the return and they refund the frame only, because my PD was not valid for them. Others online store work better than this one.
Response from LensmartJul 15, 2024
Sorry for the inconvenience. 1. Due to internal adjustments, we do not support telephone service for the time being. 2. In addition to emails, you can also contact our customer service on Facebook and Instagram. We will reply to you as soon as possible and handle the problem for you. We asked you questions such as PD because you said the lenses were blurry when you first contacted us. We just want to confirm that there are no other problems with your prescription. 3. Our official website has stated our return policy. The refund is 70% of the lenses and 100% of the frames. If you want to change the frames, if there is a price difference between the frames, you need to pay the difference, otherwise we will refund you the excess difference. 4. At the same time, the 15-day period means that as long as you contact us within 15 days after receiving the goods, we will handle the after-sales problems of the order for you. This has nothing to do with our subsequent communication. 5. We found that we have arranged a return and refund for you, and we have received your return and refunded you. Thank you for your understanding.
