Lensabl

My order took months to process and customer service was inaccurate. Order was misplaced, misshipped and misspoken.

This was a mistake. I wear glasses and thought it would be convenient to send in my prescription to get the lenses done online.

I thought how complicated can this be. Well, after after paying online with a credit card, a box comes in the mail and you return it with your frames. Mistake number one, these were a brand new pair of $600.00 Philip Starck frames. Included, in the same box were a good pair of rx reading glasses. They were to get the rx off the lenses for the new bifocal lenses for the new frame. They also get a measurement of your pupil distance and segment height from photos you can email holding a credit card up to your face. All good and I thought easy enough.

Well, two weeks later I received the frames back and was mortified my brand new frames returned to me severely scratched up. Not only that, but they discarded the lenses from my perfectly good reading glasses. I emailed them right away and they said they would replace the frames. They wanted me to return the frames, but I refused. I demanded they send me the new frames as I no longer trust their technical competency, as they could not even mount lenses into a frame without damaging the frame. I would get the lenses mounted at my regular optometrist. If not enough, the lenses they made are completely useless. The spacing for the pupillary distance and segment height are all wrong, as confirmed by my optometrist.

I asked what are they going to do about the reading lenses they so carelessly discarded. The reply was we never keep customer lenses after working on them. Noting it is clearly marked on their return boxes. This idiot was emailing back and forth with me for two weeks and didn't bother to warn me.

It's been two months and clearly they have no intention of honoring their word, not surprising at all. I've sent a demand letter and will persue them in court. Will post pictures and the ruling as it develops.

Want an open relationship with your glasses? Send them to Lensabl. It's been 8 weeks, and I'm still without them.

Lensabl wants to join the ranks of startups that promise a great experience while invigorating a stale industry. But, they fall short of even delivering a basic product and service that customers can trust.

Any company can build a website, find venture capital, and contract services to a lab - the real test is how they respond when things go wrong. Lensabl has failed in every way.

Lensabl estimates a 4-7 business day processing time for orders.

On November 7, my old frames were delivered to Lensabl.

After three weeks of no order updates, I reached out to Lensabl support. Days later, I was informed that my frames had been broken during production and to provide them with a choice of a replacement frame to be ordered.

On December 4, I provided two websites that carried a suitable replacement, both of which offer expedited shipping options.

On December 17, I contacted support for an update and received: "I see that we are still waiting to receive it so I am asking the buyer to contact the seller for an eta."

On December 20, the last update provided was: "The replacement frame that we ordered is scheduled to be delivered in ~2 buss days. Once received we will complete the lens order ASAP. Once finished it will be shipped to you via UPS. I do apologize that getting this frame took much longer than anticipated as we bought it online."

It's now January 2. Lensabl has not once reached out once. The lack of urgency & care for customers makes a (poor) lasting impression.

Lensabl's inability to deliver a service core to their existence should be a clear sign for customers to stay away. The company's focus seems to fall squarely on marketing, acquisition, and growing their numbers. This might be impressive to backers, but this customer isn't seeing the light.

How many more will they disappoint?

Lensabl's Partners & Backers:

Essilor
Rogue Venture Partners
Aspect Ventures
Birchmere Ventures
Luma Launch
Amplify.LA
Eric Parkavan
J. J. List
Watertower Ventures
Laurent Grill

I worked as described and the glasses work just fine. The price is a bit high but for now it works.

I dont like how there is a print on both the top of my lenses. Looks like its poorly made.

Great. The lenses are fine, but the frame is crooked. Maybe I can run into a wal-mart to fix them?

I wish the turn around time was faster, but other than that- the process was easy and the glasses/lenses are awesome. No fog is THE BEST

Looked through your glasses (you already had my prescription) and chose frames I thought I really liked. They came back & they are PERFECT!

My favorite frames were discontinued, but I found Lensabl. The process was so easy and now I am wearing my favorite frames again - and I can SEE!

I was impressed with the anti fog coating, that It had qualities I liked on the positive side.On the other side of the coin I had both sets of lenses check by 2-3 optometric establishments at least 1 place that I trusted and the lenses were tested on lensometers. Unfortunately the prescription on lenses did not match the perscription I had sent to lensibl.the OD sphere read -5.50 instead of -4.00. The OD read -2.00 instead of - 1.50 the OD axis was 128 instead of 040 the OS axis was 130-132 instead of 140 the near ADD was+2.25 as it should be & there were comparable differences on the 1st set of lenses made. I cannot understand why this happened and considered this a breech of contract by lensibl. The technician I worked with said I could use the glasses as backups. I cannot use the glasses the way I intended as I could be questioned by law enforcement. I am also awaiting email reciept of purchase. I still liked the antifog coating and the glasses will be good for less than 90 days.No leagal action will be taken but I was unsure of any future purchase as return customer. Am unconfident customer with lensibl and may go elsewhere. Is there someone in customer service who could reveiw this matter and send me any feedback of this event, as I think lensibl is reputable even though errors are made. I have seen this happen to other people at other places. I was ultimately an unsatisfied customer.

It took over a month to receive the glasses and not much communication on when to expect them.

Minimal information available. Told me to be patient.

Pretty quick and seem to be working out. Thanks for the case and I'll send more glasses your way.

Good as new, easy to do. Takes a bit of time, but no longer than ordering new glasses online.

Thank you for turning my old glasses into ones I can use for more years to come! Much appreciated.

It took longer than I thought it would. Are you really asking me to use at least 50 characters?

A lot of bs, took over a month to deliver. Will no longer order from you. Bad communication too

It took a while to get the glasses back but I am very pleased with the convenience and quality

This pair was a bit more challenging for the team at Lensabl BUT they pulled through and did an AMAZING job. Was worth the extra wait

I really love the concept of mail order RX glasses. The process was sooo easy and turn around was faster than I expected. THANK YOU!

I have a mixed review of Lensabl; on one hand, your process has been very good, but I am not sure my glasses are correct. My order, Order # *******, consisted of 5 pairs of glasses and, like I said the process worked fairly well, put in order on 8/5/20, sent boxes, which you received 8/18/20, and got them back on 9/5/20. So, there were 2 issues I addressed to sales, and then with customer service when I received no response from my request to the sales email; of the 5 pairs of glasses, one pair was not done correctly, returned with dark lenses instead of clear, and the 2nd issue was being disoriented when putting on the glasses, all pairs. When emailing with Rudy Widjaja of Customer Care Team, I stated both issues and worked with him to resolve my concerns; he said that because of the vision issues, I should make sure the prescription is correct before sending back the frames that needed clear lenses installed which made complete sense. I looked into it and the prescription was correct and was given Shipping label to send you the frames needing service. Even though prescription was correct, I still need to reorient myself every time I put on my glasses, all frames, which lead me to conclude the issue was with the prescription; I really never felt that my vision with glasses on was 100%, even after the initial refocusing when putting them on. I did not know what to do and concluded it was age, I guess, feeling that all the glasses could not be a little defective, until I received the glasses I had sent back for the lenses exchange; as soon as I put them on, my eye sight was perfect, clear, and sharp, but when putting on any of the other 4 pairs, my vision felt off, like I had to constantly refocus, I guess. I need to know what you need me to do to get resolution since your company is an internet company and there is nowhere for me to go for assistance with my concerns. Please advise what I need to do to resolve my glasses issue; I now have 1 pair that work extremely well and 4 that don't. I will also send these comments to Rudy Widjaja of your Customer Care Team.

Took way too long to get my lenses. They also didn't return the original case for my frames.

Great service and fast shipping! Very happy! Fist time using this company and it won't be the last!

Glasses came out perfect. Ordered the blue tint, but I can't see it. All in all, I'm happy.