Make sure your frames are compatible first.
Lensabl misled people by engaging in deceptive advertising. When I contact you three weeks later and you tell me that my frames aren't compatible with their lenses, even though you had stated, "We put any lens in any frame you can buy," That was merely a money- and time-waster. And to top it off, they informed me that I would be charged $25 for shipping if I requested a refund. Like, why am I supposed to pay for all of your lies? This company really needs to have a stronger follow-up process. so that customers won't waste their cash or time. Bad business practices.
By Edward Z.
Response from Lensabl· Dec 18, 2023
Thank you for taking the time to share your experience with Lensabl. We genuinely apologize for any inconvenience you've encountered. We strive to maintain transparency and clarity in our services, and we regret that your experience was not reflective of these values. We understand your frustration regarding the compatibility of your frames with our lenses. While we pride ourselves on accommodating a wide variety of frames, there is a small list of specific frame types that we cannot fit lenses into due to their unique designs. This information is available on our website here https://www.lensabl.com/lens-replacement-eligibility to assist customers in understanding our service capabilities better. Regarding the $25 cancellation fee, this is a standard charge applied if we are unable to replace the lenses on a frame or if a customer chooses not to send a different frame or select a complimentary frame from our everyday eyewear collection. This fee primarily covers handling and shipping costs incurred during the initial process. We sincerely apologize if this was not made clear to you at the outset. Our goal is always to provide a seamless and satisfactory experience for our customers. We appreciate your feedback as it helps us improve our communication and service.