Shawn J.

Their website is so user-friendly that I felt very confident to give Lensabl my business for replacement lenses. And my initial emails to customer service before I placed my order were replied to within just a few minutes, to an hour of my hitting 'Send.' So I was absolutely floored by how everything slid downhill the minute I placed my order.

Despite submitting my prescription information and uploading pictures of my glasses on, as I held a store credit card beneath my nose for them to magically determine my PD (pupillary distance)--which my ophthalmologist's office didn't include on my prescription--my new lenses arrived several weeks later, and they were impossible to see clearly through. My progressive lenses were fuzzy when I tried to read anything within a few feet of myself. I could only see clearly through one lens at a time if I turned my head one way, or through the other lens if I turned my head the other way. Unbelievable. And distance viewing had a "wavy" quality.

From this point on, every email I sent took 1-3 days for Lensabl to respond--not the previously prompt replies I enjoyed prior to their getting my money. I am amazed by both Lensabl's seemingly aloof regard for swiftly resolving problems for their customers, and by how their website actually fails to keep one apprised of the progress of one's remake order. Nothing in my account info provided me any information to see where the remake of my lenses was in production. As a result, all one can do is email them and wait and wait and wait.

Lensabl had me contact my optician to find out what my true PD is. What Lensabl had "determined" for how they made my lenses could not have been more inaccurate: 56. When actually, my PD is 31 in my right eye and 33 in my left eye. So their card-under-the-nose trick resulted in lenses that were marred with blurred and wavy vision. Anyone planning to place an order with Lensabl had better provide ALL of the required information from their local ophthalmologist and optician if they want any chance for their order to be done correctly. And though your local place is legally bound to provide you with all of those numbers, good luck not getting the third degree from them when you ask for that info!

After I returned the lenses for Lensabl to "remake," it would take another FOUR weeks for them to return them to me. During that time, each email I sent to inquire about when I could expect the redone lenses, resulted in days going by before the usual dodgy, non-committal, and often inaccurate responses. And, as happened with the original, incorrectly made lenses, after several weeks passed, I was informed that there had been a "quality check" issue causing an additional delay in the completion of my lenses. Absurd.

In the end, TWO MONTHS passed from my initial order until the remade lenses finally arrived. And though the lenses seem to be how they should have been on their first production, the nose piece on my frames now fits me too tightly, so who knows just what exactly my RayBan frames went through during their multiple passes through Lensabl's production line?

I only wish that I'd checked the Better Business Bureau and other review sites online prior to placing my order. Everything I've read since all of this went sideways regarding negative experiences echoes what I ended up going through with Lensabl. I love ordering most stuff I buy online, but after this, I'm staying local for my future glasses.