LensmartReviews of lensmartonline.com

Awful customer service!! They sent me through wrong pair (after waiting forever to receive them). They then sent me generic (probably automatic) replies to me asking when I will receive my new pair. I will never buy from them again.

Awful!!!! I fill in the right prescription and their website made mistake. They want me to pay again to redo the glasses. I will never order from them again. They are refusing to give my money back. - what policy? When you are buying the glasses there not policy on the website for the costumer to read. Now the lensmart want to enforce a policy. I add the right prescription and the website made mistake. Don't order prescription glasses from lensmart.

Just a warning, please be careful if you are ordering from Lensmart or Firmoo. I placed an order and it cost me $85 as I needed progressive lenses, which are more expensive. The glasses I currently have are perfect and I used the same perscription to order glasses but they are completely wrong. They are super blurry and I cannot wear them. They advertise free returns and 30 day money back gaurantee on the site but when you contact them, they will tell you any frames on sale or discount codes mean you do not qualify to return your order. Almost all their frames are on sale, so even if they mess up and get your perscription wrong, then they will not allow you to return them. The glasses I got are really nice and were really affordable but I can't use them so now I wasted that money, I pointed out that this was their error, not mine (I uploaded the perscription exactly from my optometrist, I did not manually fill anything in) and they said I still can't return it but they will give me 25% off on my next order. No ways will I be ordering again. Please do be careful if you order any prescription glasses as they won't take responsibility if they don't work for you. There are loads of other reviews just like this. They also blocked my review on the site so other customers only see 5 star reviews.

correct and exact match to my uploaded prescription. How did an error happen with my previous order? Waiting to hear back. So disappointed. To update, they asked me to take down my bad review and they would do better. I'm still waiting to hear back about my new lenses, but I think they are going to string me along til I get pissed off and walk away. I've sent pictures like they've asked, camera too low then too high, then put glassed on. Like WTH!

READ THE REVIEWS. Awful customer service. I ordered three pair of glasses and all three are distorted. They asked if my prescription was wrong but it is not. They are giving me the run around and not sending me a return label. Multiple correspondence via email I have requested to return them. They will give you the run around and once your 15 days is up, they won’t give you a return label or money back. It’s a matter of time before they sell to the wrong person and an attorney will get involved.

Update in Per Their Responses: After browsing through their website today and days prior, none of the pages the website explicitly showed that products on "special discount" are exempt from returns and exchanges, including the special offer webpages and the alledged area they specified. Stop with deceptive marketing tactics and be more transparent. They couldn't even provide any official documentation that can meticulously prove lenses and frames passing quality control on their end. Instead, I was ignored and had to get my eye doctor's office to confirm the frames and lenses were defective, thus cannot be used safely. The lack of transparency, integrity, and due diligence from this conceited company reveals much of their petty attitude towards criticism, to say the least. There's no need to handle any resolutions at this point, as my trust with this company in the decision making process as a consumer was broken. Case is closed and their services are no longer welcomed. --------------------------------------------------- Lensmart Online is undoubtedly the worst online glasses retailer to date. I saw their huge discount promotions, but never once disclosed anywhere on their website that their "special discount" glasses cannot be returned or exchanged while browsing and finalizing my purchase. Wearing the prescribed pair gave me intense nausea and migraines, so I stopped wearing them immediately. I wanted to work things out with them, but they ignored my initial reply to redo the prescribed lenses, so I requested for a refund on my second attempt. They refused to honor their return policy by gaslighting me. They showed a fabricated screenshot of an advertisement that explained its "Terms of Conditions" on special items as "proof", but that ad never existed anywhere on their webpages during my time of purchase. They also claimed they got my prescription correct by taking a screenshot of the Rx I am already aware of instead of any official documentation to prove that they were inspected and made properly. I explicitly called them out on their deceptive marketing claims and unfair response to handling my concerns, but they did not care and gave me a bad impression, especially as a first-time customer. Later, I called up my optometrist and confirmed that the glasses I got from them were defective! They intentionally sold me a defecrive product which they refused to make right from the beginning. I had no choice but to file a chargeback, but I am happy to say that process went through smoothly.

ANOTHER UPDATE: since I can’t reply to your response on here, I’m going to update my review. The only reason you’re willing to give me the refund is because I had to threaten to post my review on every single social media website that I have and made a comment about you not being sued yet for lying and not upholding your policy that’s clearly stated on your website. And attempting to bribe customers to give them what they are asking for, only if they delete a bad review. I don’t need it credited to my account because I will never purchase another pair of glasses from your company ever again. You haven’t even sent me proof that you even initiated the refund process (only verbally written saying you would), So how am I supposed to believe you now after you’ve been lying this entire time for over a week in my emails. It needs to go back on the card that was utilized to purchase the glasses in the first place. UPDATE: so they just sent me another email back saying “ We are sorry, we went through the previous email, and the new system viewed the video from your email. We were willing to send you a new pair of glasses, would you like to delete the bad review? We are really sorry. Can you forgive us, please. ” So not only are they still refusing to uphold the refund policy due to the fact that I have a defective item but now they’re trying to bribe me to delete this review? What a joke. If I could leave 0 stars I would. I contacted Lensmart 8 days after receiving my glasses in the mail about incorrect lens thickness (I paid for thinnest material) and a manufacture defect with the rt lens constantly popping out. I went back and fourth with them via email for OVER A WEEK, with my issues. I sent photos, videos AND provided my script to them and they verified it was the correct script but kept asking me to send things to them that I have already sent. THEN after everything was sent, they tried telling me I NEVER sent the photo or video of the lens issue popping out of the frame like they "asked" for. I then sent them the email correspondence of EVERYTHING they asked for and NEVER ONCE did they ask me about the lens issue popping out of the frame and asking for video and photo. They then tried saying they did again when it CLEARLY SHOWS THEY ONLY ASKED FOR THE PHOTO AND VIDEO THICKNESS of the LENS. So not only do they lie but they also refuse to uphold their refund policy. I had to contact my bank to investigate and get my $130 back. I would NOT buy from them again not recommend to anyone.

My story sounds the same as everyone elses. Order 3 pairs of glasses. I had accidently somehow created two orders and immediately cancelled the one I DID NOT WANT! It took days for them to respond. One email says they will cancel and be crediting me the money for the order I did not want in 3 - 7 business days. In the mean time I RECEIVED THE ORDER I DID WANT. I was very impressed with the glasses and WAS going to give them a GLOWING REVIEW only to find out they DID NOT REFUND ME THE $59 FOR THE ORDER I HAD CANCELLED. Now they say it is too late because the lens are already in process and the only thing they can do is refund me 10%. You have absolutely no idea how many emails I have sent and they had sent to me talking nonsense. Someone said that they think their Customer Service Department is AI and I seriously agree. It is ridiculous. And yes I used my credit card and they have all of these emails in their possession also. One of their customer service reps called in utter disbelief that I was going thru this with a company. And are trying to contact the company. I had told them GOOD LUCK! The phone number doesn't work, customer service apparently only operates at night. I have never had such ridiculous issues with ANY COMPANY IN MY LIFE. And I deal with alot of online companies because I am rural and run a business. Boy did my Facebook light up when I posted about this on there. I have advised practically my entire small town to NEVER, EVER use this company, EVER! I don't care how dang cute those frames are. BUY THEM SOMEWHERE ELSE. BY the way, this headache has been going on for well over two weeks. More like 3 or 4 since I STUPIDLY BELIEVED the company DID GIVE ME A REFUND. Welp, the jokes on me, but not for long. It's too bad their Customer Service is so awful.