Lensmart

I ordered sunglasses with a prescription lens. Days after ordering, I received an email saying that the lens didn't fit the frame, I should get another pair. The lens did not fit in the other frame I chose. I asked for a refund of my $100, which I paid with a virtual card. I gave them my bank account details and asked for a refund. They did not refund the money. They stole $100 and they won't give it back. I have sent 14 emails so far, to no avail. I have contacted the Ombudsman and Consumer right UK for help.

I purchase a pair of glasses, so cute, i love them. But i dropped them and they broke. I need a frame replacement. I am aware I may have to pay the price of the frame. I sent an email and their response was that it is past the 15 day policy. That's ridiculous. So now these glasses are useless.

Secondly, I recently ordered and received 3 additional pairs
The prescription the doctor gave me was written wrong for the left lense. I asked if I could send them back and pay to replace that one lense on all 3 pairs. If not, my glasses are useless.

Their response was the same, it's past 15 days. Are you kidding me! I will pay for the fix! I will never buy from Lensmart again. Their customer service stinks. I spent almost $200, I may as well threw it out the window.

DO NOT TRUST THIS COMPANY

They sent me the wrong glasses. Now they're asking for more money to send the correct pair! I had a feeling this site was scammy and I should have trusted my intuition. They don't have a number to call. I've been messaging them on Facebook for days. They just say the same thing over and over, claim they'll help, disappear, then come back to give you the run around again.

They claim I ordered gray lenses but even sent me confirmation of the brown lense. See picture below. After I pointed that out, they changed my order to gray and sent me that! I paid the extra money to have the thin lens. You tell me if that's thin?!?! Smh the other pair was correct. That one was the appropriate thin lens. But, they're claiming they can't make the faulty pair less. They have asked me to shave it down myself.

It's unfortunate because my prescription is pretty bad, so I have to pay more money for the thin lenses. This means 100 for a pair. All that money gone.

No refunds are allowed! I read the refund policy several times, no where did it state that I couldn't return my items but it did have a short return window. I have wasted 4 days of going back and forth with people over email and keep refusing to let me return my items. Shame on me I should have listened to the other reviewers. Buy but don't think you can return them. I ordered a few different pairs to try them IRL to see how they suited my face. I liked one and tried to return others. Nope! Can't do that! So irritating. Not worth the hassle. The emailing back and forth alone is irritating when they keep asking you the same questions.

They have a a non working phone number on the sight. I forgot the PD. They used a default PD and said if I wanted to have them remake them I would have to pay more money to send them back. DO not order from them.

I've never had to deal with awful customer service before ordering from this company. Lensmart has the absolute worst customer service ever. I can barely make out what the response email from their customer service is trying to say. They are extremely slow to respond back, I had to send multiple emails because they would forget about me. It took days sometimes. I had to ask 3 times for a return address to get a refund and twice they would respond with "are you sure you want to return them?" And they wouldn't include the return address. When I finally get the return address after 3 weeks of emails, they hide in their paragraph that they DON'T accept UPS. That was the first place I was gonna go. WHY?! I'm never ordering from this place again, it's a nightmare.

Ordered October 6th. Still no glasses. They're shipped from who knows where opposite end of the world. I would never give them a 2nd chance. I will stick with my prior great experiences with Zenni. They claim 14-16 business days. Oct 10th they appear to have made it to a shipping partner facility. Today November 3rd is the 18th business day & we still have no glasses for my son. Stay far away from this place

I ordered a pair of glasses and I can't see with them. I uploaded my presecription and used the online form to guess the PD. When I told them I can't see with them they mailed me a small ruler that sets on your nose and told me to take a picture and email it. Of course the number they got was different. First of all if the PD is crucial they should specify that and offer to do what they did BEFORE they made the wrong prescription. Don't tell people to use a printed pdf that's unreliable. That was a big waste of money. Now I'm out $100.

Do not buy. The "support" team will absolutely refuse to give you any information for a return. The "support" phone number is always busy, there is no adress listed amd the "support" team will do the absolute best the can to give you the run around on returns. Be warned stay away.

I am beyond furious. I spent $80 and have not received my glasses. I ordered on 2/8/24. Its 3/13/24 still no glasses. Their response is total crap. I feel like I have been scammed. Very very angry customer.
DO NOT USE THIS COMPANY.

Received low-quality, blurry glasses. Return policy is very misleading, especially when it is only advertised as "15-Day Returns; 365-Day Warranty; Money Back Guarantee." Tried to return for a refund, but they claimed I did not enter a PD with my order - I did. So they wanted me to pay $42 TO THEIR PAYPAL ACCOUNT for shipping in order to correct the issue. I'm not going to pay anything to fix an issue caused by their system, so I basically bought a house decoration. I could return them for the cost of shipping and a 70% refund on the lenses, so I would still have paid them for no reason.

I ordered from Lensmart 3 months ago and my package never arrived. After many email with costumer service they still has not done anything. They promised me multiple times to send the glasses in 14-18 business days and send me unvalid tracking links. After 3 months I wanted money back and they still keep me waiting. This company and their costumer service is a complete joke, they are highly unprofessional. I would never order from here in the future.

I ordered a pair, told them to change my addressso theu suspended my order. Told me to place order for another pair and they will refund the suspended order.So did I
1.my packahe never arrived. When it got closer to my location they called usps to send yhem the product back and not to deliver
2. They Didn't give any refund for my suspended order

I bought frames only. Didn't like them. Is impossible to figure out how to return them. Lesson Learned: Never buy from by unknown online company without first reading customer reviews!

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 but if you still delete the reviews we were give you a special offer. 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 (which I have yet to actually find myself and encourage everyone to try to find) about non quality returns does not apply.

Horrible customer service.
Low quality eyewear.
Too good to be true.
They buy all of their reviews by sending free products and offering free shipping.
Do not but from this company!

Placed order CC************** SINCE 12/3/23...Have not received item or response to email and text asking about delivery.

Received, however, a snippy response from Lensmart Customer service about my complaint and not their service.

They emailed me that the item was shipped on Dec. 9,2023.

Today marks 15 BUSINESS DAYS - of the 14- 18 they claim is their standard.

Think it'll arrive before the year ends...since today is Friday and there will be no more business days in the year 2023?

My first purchase from them took a while but this is absolutely ridiculous.

They can rest assured they have lost me as a customer and I'll be sharing this horrendous experience as often as I can.

Maybe I'll see the item I ALREADY PAID FOR since DEC. 2,2023, sometime in 2024?

Fingers crossed.

This company is entirely unhelpful when it comes to an incorrect lens/prescription. I have ONE lens that is entirely incorrect, reached out to customer service and all they say is "Sorry, we can't help with any glasses that were on sale." Every pair of glasses on their website has a sale on it, so I guess that's their way of not helping if you have an issue, even if it is due to their fault. I haven't found one thing on their website that doesn't have some type of promo, they do this so they don't have to warranty it. Such a scammy way of doing business.

One lens costs them cents on the dollar to make. Which is all I was asking for. No remake, no discount on a new lens, no partial refund, nothing. They do not hold up anything that they state in their returns and exchanges policy if you got even a penny discount on your order. After my review on another site they went on to accuse me of photoshopping my prescription. I have NEVER encountered customer service like this.

Do not waste your money, it is not worth the gamble on if there will be a mistake or not, even if it is beyond your control. There are many other websites that are better out there. As someone who purchases glasses very often, I can't imagine why losing out on a remake of one lens is worth losing a customer they probably would've made so much money on. It's wild to me, truly.

Customer service does not care about your issues, AT ALL.

The Left lense on my glasses was wrong. Axis should've been "177". The lense was only "115" on the glasses. (I used a prescription upload so I was able to look back & verify on my order) I wouldn't give such a poor review if they had ANY REAL CUSTOMER SERVICE & didn't expect us to pay shipping to fix THEIR mistakes. It's a fraud and a scam. I should've done my research first. These glasses were $80 including shipping & it's just down the drain. There is no number to call. I've tried. Steer clear of lensmart. Frames are cute but if you actually need prescription glasses, they aren't reliable!