LensablReviews 6,231

I ordered the glasses on Nov 8, I couldn't see the sightline for the progressive lenses (sunglasses) so I called and was told to send them in and the lab would decide. Checked order and the order sat waiting for sightline info from me. Called Lensabl - sent box but it never arrived. Resent on Nov 18. Glasses arrived at Lensble on 12/2. Emailed requesting delivery date. Lab manger was asked and surprisingly the glasses were just finished. Glasses finally arrived on Dec 27 - two months after order. All communications were initiated by me! Very disappointed! After this trial, I was going to send in two additional pair of glasses. That would appear to be very unwise.

Email Sent Dec 22,2020

Attention Customer Service Manager:

I am more than disappointed with my Lensabl experience. In fact, I am angry.

My lenses/frames not only arrived late but were damaged by the technician. How they ever made it through your final quality control is a mystery to me. Please see the attached photos. In view 1 the lenses were not even attached at the corner (by the nose pad). Views 2,3, and 4 show that my original frames were bent significantly. They were in excellent order when submitted. They do not lay flat (an obvious! First check in quality control). The glasses are unwearable and unreliable in this broken bent condition. This was not a damaged shipping issue. It is an incompetence issue for at least 2 employees (the tech and the QC reviewer, if there was in fact one)

I received my glasses on Dec 19 2020. They were in processing on Nov 30 2020 and went through the lab twice after failing the first quality control review. Consequently, my order took 3 weeks and not 2 weeks as promised.

Your marketing, sales, and IT department all pitched a good story but sadly, on all processing levels, your company didn't take care of it's core business and delivered, knowingly, a defective product, after accepting $110.25. This was a gross error of commission.

I will now need to have my frames/glasses repaired locally (if they can be) since I do not trust the Lensabl lab to competently fix what should have been an obvious problem. Another processing trip, for the third time?! Is apparently a waste of additional time.

I am expecting a FULL REFUND to my credit card on file and an immediate email confirmation that the transaction was completed.

With deepest regret...

POST SCRIPT Dec 26th 2020 - Still no action taken by Lensabl

Ordered glasses. RX stated 1.74 high index, as did messages to CSRs and emails. Lensabl screwed up the lenses and I have spent weeks trying to have corrected. Appears customer service may be outsourced. VERY ANNOYING and FRUSTRATING. Still not right AND they want me to pay for their mistake. Charged us for polishing lenses and did not polish lenses. Many emails trying to resolve. Nice lenses when right. HORRIBLE CUSTOMER SERVICE.

I wanted to love this company. Great concept. Not ridiculous pricing... but... customer service, follow-up and customer care in general is reason to take your business elsewhere. I've purchased at least 5 pairs of lenses from them over the last year. One transaction went smooth. Most recently, I sent my frames, double-wrapped in bubble wrap, only to receive two emails from support: 1. We only received one of your frames 2. Your frame is broken and considered "risky". The back and forth that ensued was ridiculous. I finally got them to send a photo of the broken frames, which were in fact snapped in half in a way that would indicate they were broken when the original lens was being removed. Note, I took a photo for the bi-focal sizing seconds before packaging the frames for shipping and they were 100% intact. But hey, these were older frames, relatively thin acetate around the lenses so that's a risk I took. To communicate that they were "risky" versus clearly communicate that they were irreparably damaged and therefore garbage, is lame. Not to mention my whole order (the other frames that took another week to confirm that they did in fact have them) were put on hold while all this was going down. My last communication through their formal support system requested a call from someone in management to explain how this could be standard protocol. Crickets. No word whether they received my note to toss the broken frame in the garbage, status on my other frames/lenses or a call. Just crickets.
Update: I received a call from another support representative who is working to resolve the situation. We shall see how things get resolved but in the short term have bumped my rating to two stars.

I bought the first pair of progressive lens replacements as my prescription had changed and not many companies can do Silhouette rimless lens replacement. The vision was not right when I received them and I was asked to return them and they were re-done and sent back to me and worked just fine. It turns out that the PD measurement was not correct which had caused the problem and this is the measurement from the 'credit card' photos that are used. I then sent another pair and had those lenses replaced with the digital high-end progressives and they used the exiting PD measurements. These came back perfect first time. So I'm super happy with both replacements and the digital progressives are very good indeed. I would just suggest you may want to have your optician measure your PD, especially for progressive lenses, and upload that part of the prescription. If I had one request it would be for some sort of chat ability for support rather than everything by emails.

I have used Lensabl now for the third time to make prescription lenses for myself and my husband (progressive) for frames that we sent in and every time we have had a great experience. The process from start to finish was seamless and all the glasses/sunglasses were made perfectly and in a timely manner. We could not be happier with the cost of the lenses and with the company overall. I highly recommend Lensabl for any of your eyeglass needs.