LensmartReviews of lensmartonline.com

Reply from LensmartSep 23, 2026

We sincerely apologize for failing to provide you with a satisfactory customer experience! We have contacted the logistics company and will get in touch with you immediately once we receive their feedback. We noticed that you added "Worry-Free Delivery" protection to your order; please note that Seel is the dedicated partner responsible for handling any shipping-related issues under this plan. We are here to actively assist you should you encounter any problems during the claim process. Thank you for your understanding!

Reply from LensmartSep 22, 2026

We are sorry that you had a poor shopping experience. We have not refused to arrange a refund for you. Your order was paid for on August 10th; previously, due to a delivery error by the logistics company, we filed a complaint on your behalf and arranged for a replacement package to be sent, which was delivered on September 17th. We regret to hear that the glasses you received were defective. Our customer service team has already emailed you to ask if you would like a replacement pair; if you prefer a refund instead of a replacement, we can certainly arrange that for you. We have forwarded your case to our customer service team, and they will prioritize your order. Once you have made a decision, please feel free to contact our customer service team, and we will be happy to resolve the issue for you! Thank you very much for your understanding.

Reply from LensmartSep 22, 2026

We sincerely apologize for the unpleasant shopping experience. We noticed a discrepancy between the original prescription you sent initially and the one you provided later. We have confirmed that you want the lenses customized based on the later prescription; however, that version contains two sets of ADD values. A single lens can only be customized with one ADD value, and different ADD values ​​serve different purposes and yield different results. We simply want to ensure the lenses are customized accurately for you. If you are unsure, could you please double-check with your doctor? Once confirmed, we will arrange for the customization and shipment of your glasses as soon as possible. If you insist on cancelling the order, we will arrange a full refund for you. Whenever you have made your decision, please feel free to contact our customer service team, and we will handle the matter promptly. Thank you for your understanding and cooperation~

Reply from LensmartSep 22, 2026

Sorry for the unpleasant shopping experience. The logistics system does not automatically link to past orders; we have corrected the address and arranged for shipment. We will continue to follow up with the carrier to ensure your package is delivered as soon as possible. Thank you for your understanding and patience.

Reply from LensmartSep 18, 2026

Sorry for not giving you a good customer experience! Could you provide your order number? We will check it for you. The refund amount and shipping costs are clearly stated in our return and exchange policy on our website.For more information on our return and exchange policy, please click here: https://www.lensmartonline.com/about/return-policy/ 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~

Reply from LensmartSep 17, 2026

We sincerely apologize for the unpleasant shopping experience. We manufacture glasses strictly according to the eye exam data in your order, but the wearing effect is often affected by various factors. We noticed that the PD you provided is the same as the default PD, so we would like to confirm with you again the reason for your blurred vision. Regarding return shipping costs, our initial email and policy have already clearly stated this. If you do not wish to return the glasses, would you like to request further lens adjustments? 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.

Reply from LensmartSep 17, 2026

We sincerely apologize for the unpleasant shopping experience. While we manufactured the glasses strictly according to the prescription data provided in your order, the actual fit and visual performance can be influenced by various factors. We discovered that the data entered in your order did not match the original prescription issued by your doctor; this discrepancy resulted in suboptimal lens clarity. We offered to remake the lenses based on the correct prescription—provided you covered the cost of the new lenses—but you declined and requested a return instead. We respected your wishes and initiated the return process. Unfortunately, you have been unwilling to ship the item back. We have not refused the return or the refund; we have consistently sought to provide a solution. Our policy requires customers to cover the shipping costs for returns, and since you are unwilling to send the item back, we are unable to proceed with the return. Thank you for your understanding.

Reply from LensmartSep 17, 2026

We sincerely apologize for the unpleasant shopping experience. We manufactured the glasses strictly according to the optometry data provided in your order; however, we noted that the prescription you uploaded was for single-vision lenses. If the ordering system only allows a single image upload, you could have combined the two prescription images into one file, or contacted us to provide the additional information after placing the order. Unfortunately, you know that you can only upload one prescription, and since it doesn't match the lenses and you didn't contact us before shipping to indicate a problem, we can only make the lenses according to the prescription provided in the order. After receiving the glasses and reporting an issue, we arranged for special handling and offered to remake the lenses for free; however, you stated that you were unable to install the lenses yourself. We also offered an alternative: you could send the glasses back to us, and we would install the new lenses and ship the complete pair back to you, but you declined to send them back. You then requested that we simply ship replacement lenses via DHL; unfortunately, replacement shipments are handled via standard shipping by default, and upgrading the shipping method incurs an additional fee. Regarding the DHL fee paid for the original order: while DHL was indeed used for that order, that payment cannot be applied to the replacement shipment. We have not engaged in any deception or shirked our responsibilities; we have actively sought to provide solutions, yet you have rejected all our proposals. Finally, you requested a refund for the price difference regarding the lenses, and we initiated the refund process; however, you then mentioned you would file a dispute—which would result in the funds being frozen. Could you please clarify whether you would like us to proceed with the refund?