LensmartReviews of lensmartonline.com

Based on their website, they have a customer service department and you should be able to reach someone within 14 business days if you have an issue with your order to get it rectified.. ha! Lensmart has no such department. I have sent 3 emails to them since receipt of my order and since mailed my order back to no avail - I didn't want a refund, i just needed smaller frames for my child sized face - no reply. I'm out $120 and some really cool frames and now they're out a customer and a negative review. ***BUYER BEWARE*** After posting this review there has been contact made, however with each reply comes 'contact customer service' and we will resolve for you and now a no-return due to the frames I chose... again, my issue is the size of the frame - pop the damn lenses out & adjust for a smaller frame. How is anyone to know what lenses are 'special order' as you say VS non special order? My package was already returned to sender and should be in your warehouse. I want to ensure that other online shoppers don't take a chance on your company with all the red tape and terrible customer service they will receive.

My prescription is incorrect and they told me because I got a discount they won't correct them. I spent $100 waited a month to get them for nothing. Buyer beware!

If I could give no star, I would. This company is entirely unhelpful when it comes to an incorrect lens/prescription. I have ONE lens that is entirely incorrect, reached out to customer service and all they say is “Sorry, we can’t help with any glasses that were on sale.” Every pair of glasses on their website has a sale on it, so I guess that’s their way of not helping if you have an issue, even if it is due to their fault. One lens costs them cents on the dollar to make. Which is all I was asking for. No remake, no discount on a new lens, no partial refund, nothing. They do not hold up anything that they state in their returns and exchanges policy if you got even a penny discount on your order. Do not waste your money, it is not worth the gamble on if there will be a mistake or not, even if it is beyond your control. Customer service does not care about your issues, AT ALL. **Editing to add after their response: I wish I could upload pictures here to show my CORRECT prescription shown in my order confirmation. This response from the company full of lies only further proves my point. This company is exhausting. I don’t understand how “customer service” could act this way towards paying customers. Yikes. For a review with pictures, since I went on to be accused of photoshopping...go to sitejabber page for lensmart. (https : // www . sitejabber . com / reviews / lensmartonline . com) It's very telling that every review but one on SiteJabber for Lensmart is 1 star. I'll take the loss on the glasses just to never have to deal with this company again. I have moved to another site to order my glasses and have spent hundreds just due to the caring customer service I recieved. Lensmart rather lose a customer instead of just remaking ONE lens. Still so insane to me. Either way I won't stand for this company bashing me by saying I went out of my way to photoshop something just to cover their own a$$. This is absolutely isane behavior coming from a company.

Ordered glasses with prescription lenses git product in the mail. Lenses were wrong not correct frames were different from picture and did not fit and Left 3 emails before got answer. Said do not accept returns for specials?? State in advertising fast simple returns if needed. Very disappointed. Do not recommend this business to anyone. If could give 0 stars.

Lenses are incorrect. I am so disappointed. And then to discover that they don’t even really stand behind their product. Customer service is just giving excuses, claiming part of the order is not returnable. I ordered three pair of glasses and none of the lenses are correct. I don’t trust them and want a refund!!

I ordered glass they did not make it before I moved and were returned to Lensmart so I sent them a email with my new address and they were going to send them! They never came so I sent another email just wanting a refund and they said no because I did not verify my address from a email and 3 months had passed. I never got a verification email Order No.: C92050805653753091

This company is such a scam! Do not order from them. I have got nothing by harassment trying to get a full refund from them. The emails and crap they throw at you is unbelievable. Total scam!

**EDIT AT THE BOTTOM** **2ND EDIT AT BOTTOM** !!BUYER BEWARE!! The only reason I am giving 1 star is because I had to in order to leave my comment here, and trust this won't be the only place I leave a comment about this AWFUL COMPANY! My mom who is a senior citizen that is on a low, fixed income needed to order glasses for an affordable price. I'm on disability and can't help her financially or I would. So I thought this company since I saw all good reviews (that I don't believe anymore). Her glasses were so bad, the prescription was messed right up! So I started the process of trying to do a return. That dragged on and on and on. Them taking days to reply to emails, them asking me for little info one email, then a little more the next email, so on and so on, and also asking me for the same info more than a few times, asking me to send pictures of my mom wearing the glasses more than once, asking for the prescription 3 different times, it just dragged on... Then they said we had to cover the shipping cost and they don't accept any courier services. So it would have to be through Canada Post and that was going to cost a small fortune! So end result was my mom was willing to settle for readers instead and leave it at that. So they offer to send out the lenses free of charge (that is a joke) along with a linked youtube video of how to take lenses out to put new ones in. It was a ZEELOOL video on youtube and these lenses have 1 tiny screw on each side and I don't mean on the arms either. So I can't get them out! Also one of the screws came stripped! So my mom who is a senior, on a low, fixed income is left with useless glasses and useless lenses and she is out of her money! Over $100 for actual garbage because she can't use any of it! This is a rip off company and I am going to take the time to leave this on every social media platform that I have and I will create new ones just to for this! I will also make a video of all of the emails of them asking for the same info, the same prescription, pictures, etc over and over... I have it all, it's PROOF that they are a rip off and don't stand by their word! PLUS THEY OWE HER MONEY because she was ordering progressive glasses and settled for readers! There is a pretty BIG PRICE DIFFERENCE! I'm also going to be going to the BBB and the The International Association of Better Business Bureaus. I will not let this company rip my mom off like this! This is also copied to be pasted all over! Also I did a print-screen as well! My reply. 1 You guys messed up her prescription, period! 2 I started the return process and just the emails alone took forever. One email a day, asking and re-asking for the same information. You guys dragged that on for far too long. There were days you didn't even respond and you say your customer service is 24/7 online. That's a lie. 3 The cost of shipping initially was covered until it wasn't. 4 You don't accept courier services so I would have had to send them priority with Canada Post and that was going to cost a small fortune because you requested you get them in 7 days. 5 You offered new lenses and that I could put them in. Yes, I said yes not knowing that my mom's glasses were received already DAMAGED! The right screw on the side of the lens (not arm) was already stripped! Because they were purchased from you I can't get any optical vision center to touch them. So they are useless! 6 YOU ARE FRAUDULENT YOU RIP LOW INCOME PEOPLE OFF YOU TAKE ADVANTAGE OF SENIOR CITIZENS and I am going to file a claim with the BBB and the IABBB. I'm also going to start a group to get everyone together that's been ripped off by you to see if we, together as a large group of people can do something about your horrible company! All I wanted was for you to take your cheap, badly made, useless glasses, lens, and I even said we will return the glasses chains and case since they weren't even used for a full refund. The cheap crap we got costs you pennies while my mom is a senior citizen on a fixed low income. Your reply here and the countless others is very generic. I don't believe that you're actually sorry. You guys are getting free money from people for nothing. You will be sorry though. I won't let this go. My reply (again) 1 I have all of the emails, yes I did state in the email that the screw is stripped! I did, and I have it! I did not know until I went to change the lens, and how would I know? I don't live with my mom, and SHE CAN'T SEE TO SEE IF THERE WERE ANY DEFECTS OR DAMAGE! 2 Readers are CHEAPER than PROGRESSIVES! That is what she was willing to settle for. She didn't want you to try to send her new progressives because at that point we were unsure of what she would get, and how could you possibly mess up readers? Also you wanted us to pay for your mistake! 3 I sent you the proper PD and prescription. 4 I just went and looked at ''your official website''and I took a print-screen where it CLEARLY STATES 24/7 CUSTOMER SERVICE!