LensmartReviews of lensmartonline.com

I received my glasses last week. The prescription is wrong and for the last 4 days I have been going back and forth with them over email (the phone number doesn't work and I have asked multiple times for one that does with no response) because my prescription is wrong, I can't even use them because I can't see with them. They kept telling me there is no return (and no mentions of making it right even tho I have asked) because it was a special rate or purchase which I can't find proof of anywhere in my order or on there website that was any different than any other. But why can't they make it right by re doing my glasses so they are right. They are progressives, maybe if they were single vision this wouldn't have happened? Who knows. Regardless no matter what i email them they keep sending back the same message without address anything else. Dear Misty Affholder, We confirm receipt of your Email. We apologize for the inconvenience. It is our policy that we cannot refund special products. You can view this policy on our store page Thank you for your understanding. with a screenshot of the policy which btw I can't find on there website. Although I do find this all over the website which is apparently total BS-15 Day return, 365 Warranty and MONEY BACK GUARANTEE !! So now I am out $65.00, no glasses and starting over 5-6 weeks later because it takes so long between order, delivery and emailing with them about this. UPDATE 4/11/2024: After replying and seeing this review, Lensmart contacted me and said they would like to make it right as long as I removed my bad review (this listing). I replied and said I would be more than happy to once I received my refund or adequate compensation. They gave me the option of retirning my glasses at my expense and also paying $56.00 to replace the lense. My whole order for 2 frames and 1 perscripton was only $66 to begin with. So I replied that wouldn't work and honestly didn't trust them to be able to provide my glasses without more issues. So I requested a refund again. Since then we have been going back and forth every 24 hrs about this with no end or resolve in sight. And also multiple different responses that contradict each other. This company is not trust worthy and still has horrible customer service. Do not use them!

I've always ordered from Zenni, never had issues with them before so I thought I'd check out lensmart, their advertisement of free returns and exchanges is what sold me. Too bad that apparently only applies to their customer in the states. After informing customer service that I live in a boarder town and could easily send this from the states, im still expected to pay for the return. It's like I'm talking to a robot. There's zero customer service, every disappointing reply ends with "thanks for your patience and understanding." It's too bad because out of the 3 pairs of glasses I got. I love two of them but I will never order from here again & I'll ensure none of my friends or family do either. UPDATE: 13 hours after posting this review lensmart messaged me again saying they got approval to refund me directly and that I could just keep the glasses BUT I need to delete the negative review! Kinda shady but I said sure, I'll delete the review once I get the refund. They replied back basically saying oops sorry, we take it back. Also note this is not a non quality return, the glasses literally slide down my face. I ordered 3 pairs all with the same prescription and PD and the other two pairs are perfect. This specific pair is clearly just made poorly. So no, the rules are on your website about non quality returns do not apply.

I orderd from the company to EU. I asked them ehat if I font like the frames, can I send it back etc. And they didnt wanted to told me the adress where I can return the product. The communication is horrible, I don't think that they can speak english in a communication level, and if you ask back or anything, they not reading back history, so you have to explain them the same thing million times. After I paid for the costumes clearances and they promised they will payback but of course nothing happened. The product itself not bad for the money, but be prepared what you spend, you are not getting it back.

Très mauvais service après vente probablement le pire que j’ai pu expérimenter. La correction d’un œil n’était pas bonne. La seule solution qu’ils aient trouvé est que je paye une deuxième fois. J’avais pourtant joins ma prescription. J’ai expliqué 5 fois leur erreur mais ils m’ont baladé sans doute pour que je paye à nouveau ou que j’abandonne. J’ai abandonné car trop de mauvaise foi de leur part. M’ont dit que je n’avais pas joins ma presecription et tous les chiffres étaient différents (je veux bien me tromper sur 1 voir 2 chiffres mais pas 6!!!!) j’ai expliqué plusieurs fois mais ils répondaient toujours à côté… c’est leur stratégie je pense.

I ordered my glasses online, and was recommended to use them because of affordability, and selection. I loved what I picked out online, but when the glasses got delivered, I noticed they had the numbers 1.75 etched into the lenses along with small circles as well. I emailed them saying that I wanted to return them because I've never had this before and I don't want those etched into the lens. This started a long drawn out process of them emailing me one question at a time, even asking if I would please give them another chance if I paid for an additional cost have them change out the lenses. I said I'm not interested in paying more, nor having them just send me another pair with numbers etched into them. after 5 emails back and forward of them addressing one question at a time and taking 24 hours before each response, they finally said they would only refund me 70% of the cost of the lenses, and 100% of the frames, but I needed to provide them my prescription from my doctor, and provide the number of my PD to them first. Then after providing all of that, they said I have 7 days to mail them to this address in Rancho Cucamonga along with my order number included in the package, or they wouldn't accept them, and I would be without the glasses (plastic not glass) and no refund. I will never do business with this company again, and I would highly recommend taking your business elsewhere as well. I took pictures of me putting my package together with order number included inside and outside of the box because I have a feeling that they're going to deny that also, so take proof for yourselves if you ever make it through the gauntlet of achieving a return/refund.

Absolutely ridiculous. I emailed 3 days after I received my glasses as I was feeling nauseous and having a hard time seeing things clearly. It was a bunch of back and forth emails (with them asking 1 question at a time to create that delay to get past their 15 day refund return window). Offered to replace with another pair but asked to send money via PayPal for the difference. I requested a credit on the account instead of sending more money via PayPal so I could order the appropriate pair myself and they told me the 15 day window for refund or return had now closed. Do not deal with these fools. Edit: they requested a bunch of information and offered to replace it with a more suitable pair for my prescription and PD but then retracted the offer after I said I would not send them more money via PayPal. Ridiculous. Their *customer service* is a waste of time.

First time I bough glasses here and it been a nightmare. I will never shop here again!!!! If you have any issue or don’t receive your glass they do nothing to help and now I am out money!!!! I would never recommend this company ever! Poor customer service!!

It can be a bit more accommodating, its as if they don't care once the money has been paid.