Sarah-Jane M.
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~