LensablReviews 6,217

After a delay in my order due to a manufacturing error, I requested my glasses to be overnighted. I got a response telling me I would have to pay for it! I responded that that's ridiculous and the rep relented and said it would be overnighted. But you then overnighted it to the wrong address! It was sent to where I've had glasses sent in the past, but not my new address. Unreal. Regardless, my glasses are lost nearly 6 weeks after my order. I would like a full refund. Luckily the glasses I sent you were inexpensive (keepers), but I would like an additional $40 reimbursed to cover the cost of those, too.

Overall, the experience I have received has been good. Couple of suggestions I have to make this process run a bit smoother though. First, there's seems to be a big deal on PD measurements - mine didn't specify. I think it's bothersome to have customer taking pics of themselves, send it to lensabl, especially if there are multiple orders going on (If a PD is way off it'll be on the RX). Second, seems like the lab is taking way too long to process these orders? I get QC, but if it's a matter of hiring more folks to expedite orders perhaps this should be considered? Third, how about a "live chat" or 800 number? Seems a bit strange to only be able to reach customer service via e-mail, especially with all the tech driven apps we have now.
Lastly, I think the company is onto something good here, cool concept and thus far my glasses I've received look great -- company just needs to tweak things a bit. -- "Free advice from a business exec".

I placed my order Sept 2 and didn't receive the glasses back until Oct 17. Part of it was my fault - I shipped the box to our old address. I contacted CS and they sent out a new box to the right address away. It was easy and fast to get my new box. I believe you received my glasses around Sept 20. I kept checking how long it was to process my glasses and it kept saying it would ship in 6 days. I know due to COVID that things are slower to I let it be. But sometime in Oct it seemed way too long. I emailed and found out that there was a quality issue with my glasses. This is were I feel like you dropped the ball - I wish I would have received an email saying exactly that there was a quality issue and things would have been delayed (and would be another 6+ days...). I didn't really like that I figured this out by contacting customer service - all while the dashboard for my order was saying it would ship/process in 6 days. I've used you before and it was great and I will probably use you again... I am just disappointed with the lack of communication with the quality issue and wish the dashboard reflected the correct processing time.

You received my frames on August 14,2020 and after a 6 weeks you admitted to me that you broke my frames. Even though you sell frames I was asked to find replacement frames and send you a link to find them. I just received my glasses today (10/19/2020). You don't provide a phone number or email address to request an update or speak to a customer service person. I have had several pairs of glasses completed by Lensabl and they have all taken about a month to receive. The moral to the story is don't use Lensabl if you need your glasses relatively soon.
Even though I rank your service and business model fairly low because of all of the delays and an absence of customer service I am satisfied with the final glasses.