On Sitejabber, businesses may not offer incentives or pay to remove reviews. Learn more about our Review Guidelines.
From the business
Get the high-quality lenses you need, in your own frames, all from the comfort of home starting at just $97. We also carry designer frames, contacts, and provide at-home vision prescription renewals.
Upgrade your vision today at lensabl.com
Lensabl Reviews Summary
Lensabl has garnered a reputation for providing high-quality lenses and a convenient service for replacing lenses in existing frames, with many customers expressing satisfaction with the product quality and the speed of delivery. However, concerns have been raised regarding customer service responsiveness, particularly during issue resolution, as well as occasional discrepancies in prescription accuracy. While many customers appreciate the transparency and communication throughout the process, there are notable frustrations related to the handling of returns and remakes. Overall, Lensabl is viewed positively, though improvements in customer support could enhance the overall experience.
This summary is generated by AI, based on text from customer reviews
Instant Feedback
We monitor reviews for authenticity
Love Lensabl and I have used them probably over 10x in the past few years. Recently their turn around rates have gotten slower. Part of why I used to used them over a box store or Opt office is because they were so quick! Customer service is still great though!
Lenses only order has been "in Production" status for nearly two weeks. Different story 3 times? No system updates. Everyone is super sorry but...WTF are my glasses? Losing patience.
Hi, Miguel!
We're sorry to hear about the delay in your order and the frustration it has caused. We understand your concern. Rest assured, our team is working diligently to get your glasses to you as soon as possible. We appreciate your patience, and we'll make sure to improve our communication and processing for a smoother experience in the future. If you have any further questions or concerns, please don't hesitate to reach out to our customer support team.
The idea of ordering your lenses online is great. Their final product is good, but the actual process takes much longer than what the company claims. It took over 1 month for two pairs of lense replacements for an extremely low single vision prescription. Customer service is not good and provides canned responses with information you can already see online for your order. Your lenses arrive at the lab quickly, but sit. You can see when the frames arrive at the lab. The company states completion 4-5 business days upon arrival to their lab, but it does not honor that. I believe the only reason I received mine back when I did is because I contacted the Better Business Bureau due to lack of updates and being told my order will be completed in 4-5 days after sitting for weeks at their lab. There are other online retailers and some with better pricing. Save yourself the headache and use a different retailer if you want your glasses returned in under a month.
Hi, Renee!
We apologize for any inconvenience you experienced during the process. We understand that timely delivery is crucial, and we're sorry we fell short of your expectations this time. Your feedback is valuable to us, and we'll work to improve our communication and turnaround time. If you decide to use our services in the future, we hope to provide a better experience. Thank you for sharing your thoughts, and we'll take your comments into account as we continue to enhance our services.
This is the first time I've ordered lenses online and was afraid that I would have the wrong information.
The only thing is I had a Promo code from the seller and I used yours. I believe the sellers was a bigger discount.
Transitional lens, does not go as dark as I hoped but pretty good overall
Hi, Claudia!
We're glad to hear that you had a good experience with your custom lenses for your vintage frame. Thank you for your feedback regarding the transition lenses, and we apologize for any inconvenience you experienced with the timeframe clock on our website. We'll work to address such issues to provide you with a better experience in the future. If you have any more feedback or need further assistance, please don't hesitate to reach out. We appreciate your business!
My lenses were a bit complicated but the team worked to make them correct.
Hi, Francene!
We're delighted to hear that your lenses ended up being a perfect fit after some adjustments. Thank you for choosing Lensabl to help you preserve your frames and meet your vision needs. If you ever need any further assistance or have more eyewear needs in the future, please don't hesitate to reach out. Your satisfaction is important to us, and we're here to help. Enjoy your glasses!
Even though I forgot to include the packing list with my frames the Lensabl team got my order processed and returned quickly. Faster service and about 30% of what my local optometrist lab wanted for the same lens options. My Oakley sunglasses arrived safely in a new storage case ready to go for more "wind therapy" on the Harley.
Hi, Bryan!
Thank you for sharing your positive experience with Lensabl! We're delighted to hear that our team was able to process your order smoothly and efficiently. It's great to know that you saved both time and money compared to your local optometrist. We appreciate your trust in us and look forward to serving you in the future. Enjoy your "wind therapy" with your newly upgraded Oakley sunglasses!
Beware of lensable they use a third party lab where your frames are sent and the only communication they have with the lab is through email it's been more than a month now that I'm waiting for them to send my frames back because I canceled my order I would advise not to use this company all they can tell you is I'm sorry poor excuse for a company also they lost my frames in the lab and couldn't find them for over 2 weeks then when they notified me that they found them I guess my frames just sat somewhere without having anything done to them so I canceled now it's taking me a week already to get my frames back will never use them again ever
Hi, Kelvin!
We're sorry to hear about your negative experience with Lensabl. It's frustrating when things don't go as smoothly as expected. If you ever need assistance or have questions in the future, please feel free to reach out to us. We're here to help and provide you with the best service we can. Thank you for sharing your feedback.
I initially sent my frame to have my lenses made. They asked for a prescription which I uploaded and then they asked me upload a picture so they could get my PD. Up to this point everything was ok. Then I started seeing issues with the follow up of my lenses, the website that has some sort of progress bar in which it shows the progress your lenses are going through did not work (ever). Then one day I received my glasses. Everything looked fine until I tried using them and there I realized what did not come as s surprise... my PD was wrong. I could not see through my glasses.
I contacted Lensabl over the Chat and they quickly told me to send them back (overnight) which was good and I provided them with the PD that I have from my local optician.
I was tracking my frame and UPS delivered the next day as expected... then a week went by, then another, then another... I contacted them and they told me that the frame was in the shop that it was just a matter of days... then another week. And then I contacted them again and they told me what I long suspected... they lost my glasses. So then I had to wait for them to find my $285 frame wherever they had it available and they sent it.
Now they are fine, but considering how long it took for me to get my glasses (well the new pair because they lost the original) I don't think it's worth it. This is not a fashion item, this is an item I needed to be able to work, drive and live in general.
I had to go to my local shop and pick another set while I waited for the resolution in this case, since I use progressive lenses and I cannot just go to CVS and get a pair of cheapos.
It was a bad experience for me.
It felt like this business is ran from someone'e apartment and they send the lenses to a lab. Like they just have a website and that is it.
Hi, Jose!
We're genuinely sorry to hear about your unpleasant experience with Lensabl. It's clear that there were significant delays and communication issues, and we understand how frustrating that can be, especially when you rely on your glasses for daily activities. Thank you for sharing your feedback, as it helps us identify areas where we can improve our service. We'll take your comments into account to enhance the customer experience going forward. If you have any further questions or need assistance in the future, please don't hesitate to reach out. Your satisfaction is important to us.
My only complaint is that I never got a notification that my glasses were being shipped back to me. In the section where it shows my order status, it never changed from Ready to Ship. Would have liked some heads up so I could be on the lookout for the package.
Other than that, everything was good. The glasses came well packaged and the lenses were perfect.
Hi, Jeremy!
Thank you for your feedback and for sharing your recent experience with Lensabl. We apologize for the notification oversight and for any inconvenience it may have caused. We appreciate your input and will take it into consideration for improving our processes. It's great to hear that the lenses themselves were perfect and that you were satisfied with the packaging. If you have any further questions or need assistance in the future, please don't hesitate to reach out. Your satisfaction is important to us, and we aim to provide a smooth experience for all our customers.
Could not be more disappointed! Sent in my $650 Louis Vuitton frames with my RX. After about 3 weeks, I reached out as I was hoping to have them before I go out of town. It's very difficult to get in touch with anyone at this company. They said the glasses had issues and had to go back to the lab. Obviously they had struggles because my frames came back terribly scratched. One of the lenses clearly doesn't fit and the glass is chipped.
****UPDATE**** Lensabl reached out and wanted to fix it. They purchased my exact LV frames and redid the lenses at no additional cost to me. Honestly could not believe it! That was some real G sh*t! I will definitely use them in the future!
Hi, Monica!
I'm very sorry to hear about your disappointing experience with Lensabl. It's certainly not the level of service and quality you expected. The issues you encountered with the delays and the condition of your frames upon return are concerning, and I understand your frustration.
Your feedback is valuable, and I recommend reaching out to Lensabl's customer support to discuss your concerns and see if they can provide a satisfactory resolution, whether that involves repairing or replacing your lenses and addressing the condition of your frames.
It's always a good idea to check reviews and perform due diligence when choosing services, especially when dealing with valuable eyewear. I hope you can find a solution and have your concerns addressed to your satisfaction.
Rudy Widjaja was an excellent customer service rep that fixed an issue I had with Lensabl. Since this was my first time using Lensabl (and my first time using any lens replacement service), this was critical in ensuring I had a great experience! Product, after fixing, was great as well. Would use again if this level of service is maintained.
Hi, John!
We're pleased to hear that Rudy provided you with exceptional customer service and successfully resolved the issue you encountered with Lensabl. Your first experience with us is crucial, and we're glad it turned out positively. We understand that good customer service is essential, and it's reassuring to know that your concerns were addressed effectively.
If you choose to use Lensabl in the future, we hope that you'll continue to enjoy a great experience. Should you have any further questions or require assistance with anything else, please don't hesitate to reach out. We genuinely appreciate your feedback!
Bought new frames, ordered prescription lenses on web site, sent frames to Lensabl as per directions, received completed glasses in about 3 weeks. Perfect!
Hi, Roberta!
Thank you for sharing your experience with Lensabl! We're delighted to hear that the process from ordering new frames to receiving your prescription lenses was seamless and efficient, all in about 3 weeks. Your feedback is greatly appreciated, and we're glad the clarity of our advertisements and competitive pricing met your expectations. If you ever need our services again in the future or have any questions, please don't hesitate to reach out. Enjoy your new glasses!
I needed sunglass lenses for my handmade frames. Local shops didn't want to do the work, but Lensabl did a great job. I recommend!
Hi, Leslie!
We're thrilled to hear that Lensabl provided you with a convenient and high-quality solution for your handmade frames. Thank you for recommending our services! If you ever need assistance with your eyewear again or have any questions, don't hesitate to reach out. Your support is greatly appreciated, and we're here to help with any future optical needs you may have. Enjoy your new sunglass lenses!
One word, terrible.
A few more words: I'm disappointed with the experience I had with Lensabl. Since Ray-Ban didn't offer clear lenses for the frames I wanted, I decided to give Lensabl a try. This was my first time using this type of service, and the idea of purchasing frames from one brand and having a third party install clear lenses was new to me. After researching different materials, I opted for the cheaper, thicker CR39 (which turned out to be a mistake) to save some money.
When the frames arrived with the thick lenses installed, they were so thick that the frames ended up warped during the lens installation process. They looked like they'd been to an all-you-can-eat buffet. It was like a belt struggling to keep a pair of tight pants on an overweight person. In all seriousness, the thick lenses were a poor fit for these frames, and they were forced in, resulting in the deformation of the frames.
In hindsight, I should have invested in the 1.74 high index lens, despite the higher price. A phone call from the Lensabl recommending the thinner lens would have been greatly appreciated, rather than trying to force these lenses into the frames.
Hi, Suvath!
We're truly sorry to hear about your disappointing experience with Lensabl. We appreciate your feedback and apologize for any inconvenience you encountered with your order. Your feedback is valuable, and we'll use it to improve our services and communication with customers.
We understand the importance of helping customers make the best lens choices for their frames. While our goal is to provide affordable options, it's crucial to offer guidance on lens thickness, especially for certain frame types.
If you ever decide to use our services again, please feel free to reach out to our customer support team. We're here to help and can offer advice based on your specific frame and prescription requirements. We value your business and hope to have the opportunity to provide a better experience in the future. Thank you for sharing your feedback with us.
Lensabl provided easy-to-follow instructions and even a labeled box to send in my old frames for lens replacement. My only complaint is that my glasses were in the lab about a week longer than described and that the website estimated finished date never updated, so I had no peace of mind that they were even making progress on them. But, once I got them back, I couldn't be happier with their work. Transitions Polarized lenses have a lot more glare than the XtraActive, but that's the product I chose and lensabl gave me what I asked for. Their lab did a great job.
Hi, Tara!
Thank you for sharing your experience with Lensabl. We appreciate your feedback, and we're delighted to hear that you are happy with the quality of the work on your lenses. Providing easy-to-follow instructions and labeled boxes is essential for a smooth customer experience.
However, we understand that the delay in processing your order and the lack of updated information on the website caused some inconvenience. Your feedback regarding the communication between customer service representatives and the lab is also valuable, and we'll work on improving this aspect to provide a more seamless experience.
We hope that despite these minor issues, you'll continue to trust Lensabl for your lens replacement needs in the future. Your satisfaction is essential to us, and we'll continue to work on enhancing our services. Thank you for choosing Lensabl and for sharing your thoughts with us.
I requested a 10x28mm segment trifocal after being told by a salesperson that it was available. After being reassured that the 10x28mm lenses would be made, I purchased them. A substitution was made (7x28mm) without contacting me first. I did not want the 7x28mm and received a refund. It would have been MUCH simpler and faster if I had been contacted about a substitution before the lenses were made and shipped to me.
Hi, Robert!
We apologize for any inconvenience you experienced due to the substitution. It's essential for customers to receive the products they originally requested. We appreciate your feedback and will take this as an opportunity to improve our service. If you ever decide to give Lensabl another try in the future, we'll do our best to ensure a smoother experience. Thank you for sharing your feedback.
I appreciate how easy they make this process for the customer. The shipping times were fast. However, I've noticed that my frames are now sitting differently on my face now, and I think I'll have to take them in to be adjusted.
Hi, Sam!
Thank you for sharing your experience with Lensabl. We're pleased to hear that the process was straightforward and that you received your order quickly. However, we apologize for the issue with your frames fitting differently. Your comfort and satisfaction are important to us, please don't hesitate to contact us at 1-800-984-5367 or support@lensabl.com. We appreciate your feedback and look forward to assisting you in the future.
I'm happy with customer service, frames and cost but this is the second pair I purchase that scratch way to easily
Hi, Ramon!
We're delighted to hear that you had a positive experience with our customer service, frames, and pricing. However, we apologize for the issue with your lenses scratching easily. If you encounter this issue again or have any further concerns, please don't hesitate to reach out to our customer support team at 1-800-984-5367 or support@lensabl.com. We're here to assist you and ensure your eyewear meets your expectations. Thank you for your feedback and for choosing Lensabl for your eyeglass needs.
The lenses took a lot longer than expected. The tracker estimated 6 days, it took two weeks to deliver. It seems they sat in a warehouse for over a week.
Hi, Michael!
We apologize for the delay in the delivery of your lenses and any difficulty you experienced in reaching our customer support. Your feedback is important to us, and we'll use it to improve our services. If you encounter any issues with your eyewear or have further concerns, please don't hesitate to contact our customer support team at 1-800-984-5367 or support@lensabl.com. We appreciate your patience and thank you for choosing Lensabl.
All good. Easy and quick order. New lenses are excellent. Thank you!
Hi, Leonid!
You're very welcome! We're delighted to hear that you had a smooth and quick ordering experience, and that you're satisfied with your new lenses. If you ever need assistance with eyewear in the future, feel free to reach out. Thank you for choosing Lensabl!
- Sitejabber’s sole mission is to increase online transparency for buyers and businesses
- Sitejabber has helped over 200M buyers make better purchasing decisions online
- Suspicious reviews are flagged by our algorithms, moderators, and community members
- Sitejabber’s sole mission is to increase online transparency for buyers and businesses
- Sitejabber has helped over 200M buyers make better purchasing decisions online
- Suspicious reviews are flagged by our algorithms, moderators, and community members
Hi, Vanessa!
Thank you for your continued loyalty as a long-time Lensabl customer. We appreciate your feedback, and we're glad to hear that you've had a positive experience with our customer service. We understand your concerns about the turnaround time, and we'll do our best to improve our service and strive for faster processing in the future. If you ever have more feedback or need assistance, please feel free to reach out. Your satisfaction is important to us.