Monday, November 9, 2026 · Customer reviews of US businesses
The Fair Hearing score
Excellent
11,249 reviews
LensmartSelect a line to read only those reviews.
Honesty, pricing, process and quality scores appear once 5 customers have rated them.
By offering an expansive range of glasses that suits your unique optical needs completely, Lensmart will give you a perfect eyeglasses shopping experience.Our mission at Lensmart is to bring you stylish and comfortable glasses with ergonomic designs at the most reasonable prices. Lensmart is committed to the highest quality of its products delivered with honesty, originality, and authenticity.
Lensmart (lensmartonline.com) has 11,249 customer reviews on The Fair Hearing, with an average rating of 4.5 out of 5.
Showing 92 reviews with 2 stars · Clear filters
It's a very long process to receive your items compared to other companies
By Tomeka J.
Response from Lensmart· Aug 4, 2025
Sorry to have kept you waiting. Your package was shipped on July 29th and is currently in transit. We will urge the logistics company to expedite the delivery of the package. If you have any questions, please contact our customer service and we will do our best to solve it for you! Thank you for your understanding.
Not impressed. I waited several weeks for my glasses to arrive and when they did, the frames are flimsy cheap plastic, and I was expecting glass lenses only to get plastic. I would not order from them again. Stick with Zeelool or Vooglam for much higher quality.
By Lauren J.
Response from Lensmart· Jul 28, 2025
Sorry for the inconvenience. Our prescription lenses are not plastic, but resin lenses, which are tough and lightweight. If you are not satisfied with the product, do you need to return it? If you have any other questions, please feel free to contact us. Thank you for your understanding and patience.
Actually horrendous customer service! I ordered prescription glasses which ended up being very distorted. When I contacted customer service to get a refund and return, they claimed I didn’t give them enough information for the prescription when there is proof (in the receipt and order history) of all the information they need. I have exchanged 10+ emails with customer service trying to get a refund for a very unsatisfactory product, and they keep asking for screenshots of my prescription and receipts from other companies using this prescription—they claim that I’ve edited screenshots, trying to place the blame for the unsatisfactory product on me rather than their production. The emails are going in circles and it’s reached a point where I don’t even know what they want anymore. I’ve gathered that I won’t be getting a refund, but I hope nobody else wastes their money!
By Dylan S.
Response from Lensmart· Jul 23, 2025
We apologize for the unpleasant shopping experience. We are sorry that we did not refuse to process your return. There are many factors that affect the wearing effect of glasses. We just want to confirm the information better. We apologize for the inconvenience this has caused you. Our customer service will process your return as soon as possible. Thank you for your understanding and patience.
I ordered and paid for bifocal sunglasses … received sunglasses with only distance vision. I contacted them and they responded with a copy of my receipt, where they had circled “distance” and their email said sunglasses were distance. But right next to it was the $38 charge for the prism or bifocal. Just emailed them back telling them this again.,,, we’ll see if they remake the sunglasses. If so, I’d give them a five. If not, I’d give them a one. Those were fairly expensive sunglasses.
By Lisa
Response from Lensmart· Apr 17, 2025
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~
Website very confusing, I only wanted to order 1 pair and because it wouldnt take my payment I tried a different pair, thinking the original pair was unable to buy, than I got an email stating I bought 2 pairs. I couldn't upload my prescription I tried numerous times and when I had to manually put it in I guess it was put in wrong which caused me to get 2 pairs that I can't see out of. It was my fault for putting in the script wrong, unknowingly. Bottomline there was a long of confusion and I honestly didn't think I was even going to get the glasses. I assumed after the buying 2 pairs issue this whole company was a scam. The frames did seem like they were decent quality though.
By Amanda G.
Response from Lensmart· Mar 7, 2025
Sorry for the inconvenience. The shipping time does not include the time for lens customization. You chose Advanced Shipping, and the package was sent on February 20th and delivered on March 3rd. The shipping time did not exceed the estimated time range. Regarding the glasses you received, we made them according to the prescription data in your order. After receiving them, you contacted us and said that you could not see clearly. After providing the original prescription, we found that the glasses were not clear because you filled in the wrong data in the order. Our policy clearly states that discounted items cannot be returned or exchanged. Because you filled in the wrong prescription, if the lenses need to be remade, we are willing to remake them for you, but new lenses will be charged. Regarding the return shipping fee, you can also click on the link to view the relevant policy description. https://www.lensmartonline.com/about/return-policy/.If you have any other questions, you can always contact our customer service.Thank you for your understanding. If you have any problems with ordering or payment, you can contact our customer service. If you need to check the order status or whether the payment is successful, you can also contact our customer service. We hope to bring a perfect shopping experience to every guest. If you have any questions, you can contact us and we will always help you.
My first order took 3 weeks to arrive and was lost by USPS because they delivered to the wrong address. I am still trying to get paid out by them through the insurance coverage. I finally went ahead and placed a replacement order with Lensmart, since there is nothing the would or could do about my lost order, an hour after I placed the order I emailed them asking to cancel because USPS initially denied reimbursement. They responded right away saying they would give me an extra $5 off if I continued to other my order. I was impressed by their quick response turnaround so I decided to place a new order after deciding I wanted some different frames and another pair. I then responded to them and asked them to please cancel the order I’d asked them to because I went ahead and placed a new order and even spent more money….that was 3 days ago and still no response and no refund. I’ve emailed them multiple times and still nothing but crickets. I’m getting very worried that I just blew a bunch of money on a scam. It’s so strange they responded right away to try and convince me not to cancel and now that I’ve spent even more money on a new order they will not respond to my initial email about the cancellation….all the while I see they respond to these reviews within hours.
By KAITLIN S.
Response from Lensmart· Feb 13, 2025
Sorry for the inconvenience. We noticed that your order C25011054531014358 has been shown as delivered. We shipped according to the address you filled in the order. If USPS sent the wrong address, the package was lost. Could you please ask them to provide relevant documents to prove it? We will verify with the logistics company after receiving it. Regarding your order C25021157539899941, we just hope that you can give us a chance to try our glasses. After you indicated that you placed an order C25021248561019881 and wanted to cancel C25021157539899941, we have also handled the relevant procedures for you. Please don't worry, we are a formal company and our customer service will reply in chronological order. If you have any other questions, please feel free to contact us. We will always be here. Thank you for choosing Lensmart!
What's the point of making points if using them only gets you glasses for the same price as the ones I already ordered. I'm raking in points per purchase but not for free glasses or lenses. My last order will be my last order with lensmart. Many of our glasses have came flawed. I pay for express shipping but I still wait the same time as regular. There are NO perks of using lensmart
By Jessica S.
Response from Lensmart· Feb 10, 2025
Sorry for the unpleasant shopping experience. Regarding points, you can redeem your favorite products in the points mall in your account. In the points mall, you can use points to buy frames at a lower price, or you can use points to redeem coupons. May I ask if you have not used them successfully? If you don’t understand how to use points, you can contact our customer service and we will answer you. Lensmart offers a 365-day warranty (warranty will be determined by the date of the parcel signed) covering clear defects in material and workmanship. If the glasses you received are defective, you can contact us. Regarding your order, we have urged you, thank you for your patience! 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~
I had a poor experience with them. Time from order to receiving glasses was several weeks. Glasses were of poor quality. Screws fell out within first two weeks of possession. Customer service is difficult to get ahold of and not very helpful. Positives were: Price was low and lenses seemed to match prescription well as sight picture was good. I definitely recommend familiarizing oneself with their customer service prior to considering ordering from them.
By Scott S.
Response from Lensmart· Feb 6, 2025
Thank you for your review. We are sorry to hear that. But Lensmart offers a 365-day warranty (warranty will be determined by the date of the parcel signed) covering clear defects in material and workmanship. We noticed that you contacted us by email, and we responded to every email you sent us. But we have not received your reply. Did you not receive our email? Our customer service has sent you a new email, and we will handle it for you as soon as we get your reply.
