Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:03/23/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Ordered glasses online through lensmart with active prescription from my eye doctor (good until 2026). I received the glasses on 3/14/25, and the frames are uncomfortable, so I have been attempting to start a return on the glasses. The only way to contact the company to start one is via ******** messenger and email. I chose to attempt both routes. Its now 3/23, and I have been still unable to start my return. They keep asking to confirm my prescription which I have done and prolong answering me. The return window closes after 30 days from the delivery date, and the prolonging process and asking the same questions over and over again after being provided information that isnt even mentioned in the returns policy is making it so that return window may close before I can even start the return. I hope and want to avoid this happening to any other consumers.

  Business Response

  Date: 03/25/2025

  After receiving the glasses, the customer contacted us and said that the frames were not suitable. We suggested that we could exchange the frames for other styles, but the customer refused. We will process the return for the customer, but we need to confirm the information. At present, the information has been confirmed, and we will process the return for the customer immediately. If the customer has any questions, please feel free to contact us and we will follow up as soon as possible.

• Initial Complaint

  Date:03/07/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been contacting the company, Lensmart, attempting to return 1 pair of frames out of the 4 I purchased since I am not happy with the frame. Their policy states," if not satisfied, money back guaranteed up to 30 days, " however the company is going back and forth and not honoring their policy for my refund. I have included screenshots of all the messages even stating that I would be contacting you all. Thank you in advanced for your assist.

  Business Response

  Date: 03/11/2025

  Sorry for the misunderstanding. We are not refusing to arrange a return for the customer. Because the customer first contacted us and said that there were some problems with the frame, we just wanted the customer to provide us with relevant pictures for confirmation. Because if there are quality problems with the frame, we will provide special solutions for the customer. If the customer wants to return the goods and refund directly, we can also handle it for the customer. I am really sorry for causing misunderstanding to the customer. We will continue to improve our services to bring customers a better shopping experience.

  Customer Answer

  Date: 03/11/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to provide the necessary steps for the return to occur and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ******** *********
  
   
  

• Initial Complaint

  Date:01/29/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a pair of glasses on 12/19/2024 I received them on 01/07/2025. I wore them and realized the prescription was not correct as the glasses were blurry and I couldn't see out of them and they hurt my head on the right side. I contacted lensmart on 01/15/2025 that I wanted a refund as I was not happy with my purchase. They asked me if it was the frame or lenses and could I tell them what I meant when I said they were digging into the side of my head. I responded back and I told them I cannot see out of the glasses and one arm is digging into the side of my head. They responded back and asked if I could provide the prescription and the PD# I responded back and asked why do I have to do all of this for a refund and provided them with prescription and PD# they responded back saying they compared my prescription to what I entered and I entered the wrong prescription. I entered the script correctly. The only issue I had is there was 2 places for the PD# number I entered it in one spot and contacted them and asked if I needed to enter the PD# in both spots. They canceled my order and ask me to provide the script again along with PD# which I provided and my order was reinstated and processed. They say because I entered the wrong script I can only receive $6.96 for the frames only and I would have to pay to ship them back. They can remake my lenses, but I will have to pay $84 so they will keep my $104.99 and I have to pay another $84 for new lenses. I contacted them well within the 30 day time frame and we have responded back and forth from the 15th to 21st. They should take accountability for their part as I was told lenses would take 5 to 7 days to make mine was completed in 2. They asked for me to re-enter script prior to lenses being made. Instead of accepting responsibility for their error they blame me for everything. The order number is C24121551521029636904847

  Business Response

  Date: 02/07/2025

  Sorry for the inconvenience. Our customer service has been waiting for the guest's response. We have provided a new solution and will handle it for the guest as soon as possible once we get the guest's confirmation.

  Customer Answer

  Date: 02/07/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ******* ****
  
   
  

• Initial Complaint

  Date:01/20/2025

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered prescription glasses and sunglasses from this company. At checkout it advertises the different shipping options, I chose the most economical one and the speed was 14 to 18 business days. 8 business days later (Jan 11, a Saturday) I got an email claiming that they were shipped . Checked tracking on the 14 and they were sitting in their warehouse still. I checked the 20th and theyre still sitting at their warehouse. I reached out to cancel as they were misleading about their shipping speed. I was refused because they said they already shipped them. Checked tracking, theyre still sitting in warehouse. They offered me a 70% discount if I paid to return the glasses after they arrived. A discount? For a product I dont have? They are not transparent about the timeframe. They allow you to believe youre getting what you ordered in ***** business days they claim they cant cancel because its already shipped but thats not true. Then to insult me by offering me a 70% discount but I receive nothing? Essentially I just handed them $70 for doing absolutely nothing. This is a dishonest and misleading company, I would like a full refund and a prepaid shipping label so I can return their product when it eventually arrives and Id like a full refund. I have asked what country this product is coming from and am not getting a response.

• Initial Complaint

  Date:12/17/2024

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hello I am reporting Lensmart for not honoring their return policy.I purchased two pairs of Progressive Eyeglasses. When they arrived it was the incorrect prescription and the frames where to large for my face.After numerous attempts to have this correction and return eyeglasses, I have been denied.

• Initial Complaint

  Date:10/18/2024

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought glasses from lens smart and 2 pair had incorrect lenses . I contacted them 2 days after receiving They say they will not exchange or correct because they were on special but the plan clearly states 15 day exchange. They didn't honor the warranties with the other glasses either but I had ordered from them. I am only asking that they replace the lenses to the correct ones as I have uploaded a prescription and they keep asking for it again blaming it on my optimizer

  Business Response

  Date: 10/09/2024

  We are LendSmart an auto finance company not ********* a eyeglass company. Please delete/remove this complaint. Thank you

  Business Response

  Date: 10/29/2024

  I previously responded to this complaint on Oct 9, 2024 and I will respond again.

  The complaint has been sent to the wrong company. The consumer is complaining to an eye glass company Lens Smart. We are an auto finance company LendSmart. We have nothing to do with the consumers purchase of eye glasses. I wish to have this complain and my responses removed from our companies account. Thank you. 

• Initial Complaint

  Date:10/15/2024

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a pair of prescription eyeglasses from them, and in addition to the lenses having rough edges, they were almost child size in terms of firing my head. I brought them to an optician to get adjusted but they said whatever material it was couldnt be adjusted. Ive been trying for weeks now to get a refund. They have asked for photos, then videos, and just keep stalling. I just want a refund for these poor quality, ill-fitting glasses.

• Initial Complaint

  Date:10/09/2024

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I order some glasses from them I didnt want the lines in the lower part of the glasses when I got them they had the lines in the lower part of the glasses and now they giving me the running around I wand my money back in I will send the glasses back to them

• Initial Complaint

  Date:10/01/2024

  Type:Delivery Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Terrible customer service. My glasses broke during normal wear and I can't get in contact with anyone. They said they were going to replace my glasses and I still have not received them. They broke in less than 3 months. And I want the replacement that they promised me but you can't never reach anyone and they give you general information on how to track your order and nothing comes up updated. They said they were going to give me a tracking number they didn't, they said that they were going to replace my glasses I haven't received them yet nor was I provided a new order number or anything. This is totally disgusting as I am disabled and need my glasses in order to get around. I'm afraid that I'm going to get hurt and fall because I'm unable to see. I'm very disappointed and I suggest no one buys from them. Their policy is supposed to be *********************************************************************** and I want something done about this

• Initial Complaint

  Date:09/19/2024

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered a pair of glasses on 08/21/2024. I contacted them on 9/7/24 telling them that the glasses were not right, that they are making me sick along with headaches when I wear them. They never responded, so I messaged them again on 9/8/24, and they responded back on 9/9/24. They confirmed my prescription I sent, and I told them it was correct. After that they had me go through multiple steps messaging back and forth to see if the prescription was right, and they had me send pictures back in forth, one of me wearing the glasses and the others measuring my PD. I was first told that my glasses frames were too large, that I needed to pick out another pair, and they would either refund me the price of the new ones if they were less expensive, or I would owe more money if they cost more than my original pair. They sent me a link and I told them which ones I wanted. After I sent them which ones I would be interested in (which were cheaper) they informed me that they would not refund me the price difference of the glasses until 7 days after I received my new ones. I told them I would like my refund as soon as I sent my old ones back, and that I need a mailing slip to send them back. They did not want to do that, so I told them I would like a refund on the whole purchase, I will go elsewhere. They then told me that they will only refund me the cost of the frames, and not my whole amount that I paid. I told them I did not agree with that. They then told me my PD was wrong, I informed them that my PD has been the same for years, and I have never had a problem until I received their glasses, and that at first, they said the frames were too big, now there is another problem. They then sent back a picture of my prescription confirming that the doctor wrote my PD down, I said yes, and they can call them to check. I sent them the information and have not received anything back since. I do have attached the copy of my order, and part of the conversation that is more so relevant.