Lensmart Reviews | Read Customer Reviews of lensmartonline.com

Lensmart Reviews | Read Customer Reviews of lensmartonline.com

Lensmart reviews

Showing 1,385 reviews with 1 star · Clear filters

Loni
Jun 16, 2026
Have time to post
Have time to post, but not time to answer customer concerns!!??? I've tried to get in touch with this company on 3 different platforms for days and no answer. Do not order from this website!!!!
Reply from LensmartJun 16, 2026
Sorry for not giving you a good customer experience! Could you provide your order number? We will check it for you. If you have any questions, welcome to contact our customer service and we will do our best to solve it for you! Thank you very much understanding~
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Kris J.
Jun 15, 2026
I have a high index prescription due to…
I have a high index prescription due to astigmatism. I paid to have my lens thinned out . They sent the glasses not thinned at all then told me to basically put my own lenses back in the glasses if the grinded them down !!! Smh then they stopped responding told me i had to pay my own shipping charges to return glasses they didn’t even do correctly. Never again!!! I have screenshots of the email communication with them also !!
Reply from LensmartJun 16, 2026
We apologize, but our lenses were made to your specifications. Lens thickness is related to the prescription strength, and the refractive index cannot be determined by the naked eye alone. If you are unsure how to install the lenses, you can seek help from family or friends or have a technician at your local optician install them. Is this acceptable to you? We have forwarded your situation to our customer service team, and they will prioritize your order. If you have any questions, please feel free to contact our customer service, and we will do our best to resolve the issue for you! Thank you very much for your understanding.
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O.K.
Jun 14, 2026
Order not fulfilled, refund not issued
I ordered glasses from Lensmart on May 26, 2026. The order stayed in “lenses manufacturing” status for almost two weeks. After I contacted customer support, they told me that the Williams model I had ordered was actually out of stock. I requested cancellation and a full refund, but instead of processing it, they asked whether I wanted to choose a different style. I repeated that I wanted to cancel the order and receive a refund. More than 75 hours later, there is still no cancellation confirmation, no refund, and no meaningful update. Very negative experience. The order was not fulfilled, the stock issue was not communicated proactively, and the refund has not been processed after a clear cancellation request. I do not recommend this store.
Reply from LensmartJun 16, 2026
Sorry for not giving you a good customer experience! Could you provide your order number? We will check it for you. If you have any questions, welcome to contact our customer service and we will do our best to solve it for you! Thank you very much understanding~
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Nooshy
Jun 14, 2026
If I could give 0 stars I would
If I could give 0 stars I would. Everyone should BEWARE before ordering. They legit told me that they'll offer me a 30% discount if I give them a positive review. That should tell you enough! I ordered and paid for 1.67 index lenses but received 1 pair with atrociously thick lenses. In all my years I've never received such from online and local manufacturers. They are not accepting responsibility at all and blocked my comments on social media as they do not want others to know that they messed up. The most disgusting service and lenses ever.
Reply from LensmartJun 16, 2026
We apologize, but we made the lenses according to the specifications you purchased. Lens thickness is also related to prescription strength, and refractive index cannot be judged solely by the naked eye. We noticed you stated that the prescription does not meet the standards. Do you mean the prescription was made incorrectly? Could you please provide a video of the glasses being tested for confirmation? If it is confirmed that there was an error in the manufacturing, we can arrange for a free replacement or a full refund. Thank you for your understanding.
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Tracy M.
Jun 10, 2026
I’m absolutely disgusted with this…
I don’t understand how someone else prescription has been sent an unknown person at that, would you surely not question it first if receiving 2 ? I’ve had no response from last email sent last week, and will not pay more for lenses that are not fit for use. I’m disgusted with response from customer service. I have gone to my opticians where I have paid more but no problem is to big for them.
Reply from LensmartJun 11, 2026
We apologize for the unpleasant shopping experience. We made them according to the prescription data in the order. We noticed that you uploaded two different prescriptions in your order. We have contacted our technical staff and there were no issues with your order. You uploaded the prescriptions yourself, and we cannot change the order information. You can click on the order to view the image you uploaded. If you want the lenses remade, we would be happy to do so, but you will need to pay for the new lenses. For the other prescription, which is correct, many factors can affect the wearing experience, and we are willing to find the cause of your blurred vision and provide a solution. If you want to return the items and get a refund, we are willing to process it according to our policy. We reply to every email you send and we do not ignore any of your emails. Is there any misunderstanding? If you have any questions, you can contact our customer service and we will do our best to help you. We will definitely solve the problem for you!
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Amanda
Jun 10, 2026
Ordered two pairs of glasses
Ordered two pairs of glasses. First, the customer support told me that one pair of frames were not available and told me to pick a new option (which is already annoying because if there is a price difference, you as the customer have to pay for it). When I received the glasses, both pairs were done wrong - one pair didn't have a prescription added at all and the other was just the wrong prescription. Their refund/return policy is also terrible. Not only do they not believe you, they also ignore the proof of manufacturing error. Their "solution" is for you to just buy a new pair of glasses. I'm out of my money and my time, and without glasses to wear either.
Reply from LensmartJun 11, 2026
We apologize for the unpleasant shopping experience.We made them according to the prescription data in the order. However, there are many factors that affect the wearing effect of glasses. You contacted us saying the glasses didn't have a prescription, but based on the video you sent, we can see that the lenses clearly have a prescription.We noticed that the prescription data you filled in the order is inconsistent with the data in the original prescription given by the doctor. Because you filled in the wrong data, the lenses are not clear.Because you filled in the wrong data, the lenses are not clear. We are willing to remake the lenses for you according to the correct prescription, but you need to pay the cost of the new lenses.If you do not wish to have your lenses remade, we can only process your request according to our policy. Thank you for your understanding.
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Sanna T.
Jun 9, 2026
Scam business !
Scam business !! I order 3 glasses with my prescription and there were jut fine. I order 1 more that was totally wrong. I mailed them right away and they blame me for giving the wrong prescription, the exact same on the other 3 pairs I order before, so NO not me doing wrong !! They want me to pay extra 38dollars for making new lenses. I mailed them many times and now the time runs out for any help at all !! WHAT ??? You are a scam business !! I bough from you before with the same prescription and PD so how in hell can I see with them but not these?
Reply from LensmartJun 10, 2026
Sorry for the inconvenience. Could you provide your order number? We will check it for you. If you purchased prescription lenses, we made them according to the prescription data in the order. However, many factors can affect the wearing effect of glasses. In December 2025, you contacted us saying you couldn't see clearly. We offered you a solution, but you said you didn't need to process the order. In June 2026, you contacted us again, saying we made a mistake in the prescription. We requested a video of the glasses being tested, but you haven't been able to provide one. We conduct quality checks on all our glasses before shipping, including prescription testing. If you provide the testing video and we confirm the manufacturing error, we will handle it for you, whether it's a free remake or a full refund.
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David
Jun 8, 2026
Incorrect lenses were made and cut too small for my frames.
The prescription I sent was new and perfect, yet the lenses I got were terrible and unusable. When I complained, the tried to blame it on me by saying the pupilary distance measurement I sent was incorrect and that the prescription I sent was incorrect. I told them I wanted a refund, but it took 14 emails and replies before they agreed then it took another two weeks for my refund to be issued. NEVER use this company.
Reply from LensmartJun 9, 2026
Sorry for not giving you a good customer experience! Could you provide your order number? We will check it for you. If you have any questions, welcome to contact our customer service and we will do our best to solve it for you! Thank you very much understanding~
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