Christina K.

This is the second time I've used Lensabl. The first time was great - easy process and quick turnaround. This second time, not so much. Lensabl needs to improve their communication processes. First, I wasn't alerted that there was missing information from my order. It wasn't until I logged on to their site (after a week was already lost) that I realized I needed to take additional pictures. After that, weeks went by with no update on my order. After a back and forth with a customer agent I was told that they had to get more work done because they failed a quality check. At this point, it had been 6 weeks since I had sent my glasses in. This frustration could be easily remediated if the status on the customer portal was more detailed. Showing "in the lab" for weeks on end doesn't provide any confidence that my glasses are being worked on or an indication on when I could expect them back. Additionally, if a pair of glasses doesn't pass quality control, then an automated notification should be sent to the customer to alert us to the delay.