The reasons I'll never shop at lensmart again:

On January 14th I had an appointment for my son who had heart issues when he was born, he was discharged from cardiology with a perfect heart! However I did lose my glasses and hopped online to replace them. I have ordered from lensmart before and didn't have any issues.

Order placed January 15th. Three lenses picked
Also paid $20.00 for the express shipping, the fastest option!

Tracked my order religiously but it stayed on "customizing completed, waiting on inspection".

January 18th, reach out to customer service and their reply (shortened)
We apologize for the delay.
Unfortunately, we've been notified by our Supply Department that the Katelyn frame you ordered is out of stock.

My response
(Shortened)
I don't know why someone didn't reach out to me? I've bought glasses here one other time and chose to come back because I had an easy time. The fact that no one has said anything until I messaged, leaves a really bad taste in my mouth.

I picked a different color in the frame and their response was

And would you like to write a 5-stars review for our service?
We can provide a 30% off discount coupon for your next order! You also can share it with your friends!
Can you?
We really need it!

Reached out again on January 25th my order status hasn't changed since January 18th - waiting on quality inspection.

Sorry for the inconvenience, we have changed your information in the backend.
Customers cannot view the change history.
We have changed your frame to Katelyn in Gold-Tortoiseshell.
Your order is still being processed.
We have asked the warehouse to expedite your order and ship it to you as soon as possible.
Thank you for your understanding and patience.

It's been an additional two days and my order status still hasn't changed. As noted above, I had to reach out to them to ask what was going on, when they finally fixed my order I had to continually reach out to them for updates. It's now January 28th I have been almost two weeks without glasses - when "manufacturing thine" takes 3-5 days. I've been bribed into giving them a five star review, and no one can tell me what's going on with my order.

I absolutely will not be coming back and I won't recommend to my friends. Thanks.

Deep sadness

It is with deep sadness that I find myself forced to write this negative review.
I am used to trusting others and giving the opportunity to recognize and correct mistakes since we can all make mistakes.
In my upbringing culture, if we make mistakes we apologize.
In this case unfortunately I found myself faced with an arrogant salesman who refuses to acknowledge his mistakes.
Based on a prescription from my doctor, I purchased a pair of perfect glasses from a local shop.
I thought about buying another pair on the Lensmart online store using the same prescription, as the price was very affordable.
These are glasses with progressive lenses and therefore among the most expensive.
The glasses were delivered within the promised time but, as soon as I tried them on, they turned out to be completely wrong.
In the long distance they are unusable, in the short distance they can only be used by looking extremely downwards looking at the tip of the nose.
Moving the glasses upwards slightly improves visibility up close but from afar it does nothing, they are unusable.
I would like to point out that in the package received from Lensmart there was also a plasticized paper ruler which had initially intrigued me since I didn't understand its function.
I contacted Lensmart to point out that the glasses are not suitable and to give them the opportunity to propose a solution.
They asked me to measure the PD distance using the ruler included in the package and take a photo of my eyes by placing the ruler on my face and holding it in my hand.
I naively indulged in this ridiculous game, after which they replied that the PD measurement I had communicated and given by the medical prescription was wrong as it was not confirmed by the photo sent.
It was of no use sending them my prescription and explaining to them that the PD measurement of my prescription had been measured by a professional doctor with high precision and digital instruments.
There was no point in reiterating that the glasses purchased in the local shop and made according to the prescription were perfect.
Lensmart's ruling is that the PD measurement is wrong because the photo I took of myself holding the ruler and placing it on my face did not confirm the measurement taken by the doctor with professional digital tools.
Tell me if it is possible to continue a dialogue with such an incompetent seller, who makes glasses based on measurements made with a plasticized and flexible paper ruler.
The reason why such a ruler is included in their packaging is so as not to recognize their mistakes.
So no assumption of responsibility but, on the contrary, the request for money to replace the glasses.
By the way, vision through glasses does not improve even by moving them slightly up/down or to the side. They are completely wrong.
In conclusion, my recommendation is not to take risks and not entrust the order of glasses with progressive lenses to this seller, even if you have a doctor's prescription.
My experience is one of incompetence and arrogance.

ENGLISH: This company is a scam!

Just avoid this company at all costs!
They made my glasses wrong and I exchanged more than 20 emails with the worst customer service ever, they wanted me to go to a professional optician and make the doctor do a video of a lens' inspection proving what I was saying, after I refused to spend all this extra money for their mistakes, they keep telling my prescription was wront (it is not, I can prove I wear multiple glasses done with the same prescription and the same PD I gave to them!)... All they can offer is to refund JUST THE FRAMES of 2 out of the 2 glasses I bought, because one was on sale! Now, you made my glasses poorly (every and each of them has the left lens I can't see clearly with!) and you want to refund just the frames? And I have to pay to ship back too? I just lose all my 140+ euros buying there.
AVOID!

ITALIANO

Evitate questa compagnia ad ogni costo, mi hanno sbagliato tutti e 3 gli occhiali comprati da loro, ci siamo scambiati più di 20 mail con il peggiore servizio clienti mai visto, prima mi hanno chiesto di andare da un ottico/oculista professionista perchè facesse un video in cui ispezionava le lenti, per credere a ciò che dicevo, quando mi sono rifiutata di spendere questi ulteriori soldi, hanno cominciato a dire che la prescrizione non andava bene, anche se potevo provare di aver indossato diversi occhiali nel tempo fatti con la stessa prescrizione e lo stesso PD che ho comunicato loro! Infine tutto quello che sanno offrirmi è un rimborso di SOLE DUE MONTATURE, nemmeno delle lenti, anche se ho comprato ben 3 occhiali, perchè uno era in saldo! Loro mi hanno sbagliato a fare le lenti perchè con nessuno dei 3 occhiali vedo bene dalla lente sinistra e non solo vogliono rimborsarmi solo 2 degli occhiali e solo il costo della montatura (quando le lenti sono le più costose), ma anche farmi pagare la spedizione per rimandargli tutta la merce!
Una vera FRODE, EVITATE!

Delivery was fast, however that is the only good thing I can say about them - frames were scratched, and had marks from production. The gold frames look extremely cheap, not like the ones on the website. The lenses were thicker than what I had paid extra for. I also admittedly made a mistake inputting the PD, and the lenses were unusable. I realized later their website showed a slightly different prescription (positive signs instead of negative on the Cyl parts), so I do not know if I input that incorrectly, or if it was changed, as some customer reviews state their prescriptions were changed for them to get more money on recustomization.

Customer service responses have ranged from asking me for photos, different photos, video, if I had tried putting toothpaste on scratches - who puts toothpaste on brand new glasses, or any glasses for that matter? I circled the scratches and defects in red and labeled them because they "couldn't find them" before they apologized for the frames, although they then referred to them as "broken" instead of damaged. Was then offered to be sent a replacement, before changing their statement to it would cost *more* than my original order price for a replacement. Their refund/return policy seems like a series of loopholes so that they will not replace/honor it, and the customer service appears designed to aggravate/insult until you give up or give them more money.

The only way to contact customer service is through messenger and email, which is a red flag. They do not post their return address, and will only say it's different than the address on the package, and will give you the run around before finally sending it to you. (They were sent from China, return address finally given is in CA - specifically, for anyone else who cannot find a return address online, and is getting the run around from customer service, it is:
5636 Birchbay Ct.
Rancho Cucamongo, CA *******
Consignee: Lensmart).

In the end, they tried to say I would have to ship the glasses back to them on my own, and they could only refund for the frames, which is against what their website shows.

After reading the positive reviews, I'm convinced that the majority were either paid, employees, or bots - almost all of them have terrible spelling, grammar, and speech, and have to have been written by bots or someone learning English as a second language.

A complete scam and fraud, do not waste your money.

I ordered 2 pairs of prescription glasses and a case on 12/13/22, and regret it. At best they suck, at worst they're full on scammers!

Their website promises 2 weeks shipping on one page, but then says 7-10 days processing and another separate 14-20 days shipping on to of that on another page, neither of which mention where the shipping comes from in the first place. I wish I'd seen that before I ordered with them because those are just red flags 1 & 2.

The provided tracking information from the seller claims it "arrived at shipping partner facility, USPS awaiting" but it's been stuck at Addison TX in that limbo since the 19th, and USPS doesn't have it. I contacted the seller's customer service email and was given no answers. Instead they totally sidestepped my concerns and tossed out a lame excuse about how "ports are backed up"—but if it's already in my state as they imply (but notably never actually say), no ports would be involved: Red flags 3-5.
Throughly suspicious now, I started digging them up online and finally got a lead when I saw the USPS gov site showed the carrier as a third party company called "Fast Track Express, Inc." when I entered the tracking they gave me.
I looked up that carrier and eventually found a Reddit post explaining how that carrier is in China, known for looong shipping times and even scams, and how to check where my package ACTUALLY was. Use the site trackingmore.com and select "Ltexp" as the carrier first, then enter your tracking number and search. (If you let it auto-detect the carrier it will still say usps with only the fraudulent info of where they want you to think it is, but that's only where the USPS label is! It's loophole BS to buy time. They slap that label over your item if/when it reaches the US location stated by USPS and hide the real overseas shipping times and locations prior to that from everyone who doesn't obsessively dig at an obvious lie until they find how to see that info like I did, and my thanks to Reddit for helping!)
The actual location of my glasses is and has a Shanghai port this whole time!
I emailed them again, this time with screenshots of my findings and asked them to explain why they'd deceived me from the start (I need those new glasses to relieve eye strain headaches, I'm legally blind without glasses and never would have ordered from them had I known the actual ETA!)

They gave me a worse brush off than the first one, simply sending the exact same fraudulent tracking link and literally saying "don't worry". No explanation, no answer, no apologies, just the lie I already caught them in and a dismissal.
After getting that response, I checked the trackingmore progress again, but there wasn't any new info since Shanghai 15 days prior.
So, since there's no way to leave reviews on the site Lensmartonline.com (yet another red flag there!) I'm writing one here to hopefully save others the fiasco of their abysmal service and deliberate deception. I will be filing a dispute with my bank.