Complaints

This profile includes complaints for Lensabl, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

close

Find a Location

Lensabl, Inc. has 3 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Lensabl, Inc.

  Los Angeles Los Angeles, CA 90024

• 

  Lensabl, Inc.

  7633 Varna Ave STE C North Hollywood, CA 91605-1756

• 

  Lensabl, Inc.

  9023 Cynthia St Apt B West Hollywood, CA 90069-4829

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:01/07/2025

  Type:Delivery 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.

  Order Date: December 11, 2024 5:34:50 AM PST Total: $210.89 Lensabl broke my $750 Philippe * frames in multiple places: corroded the metal frame, snapped off the top rim, broke the nose bridge, forced in cheaply made lenses that my optometrist said would damage my eyes, and lost original screws so the eyeglasses can't be worn. I reached out twice since delivery on 12/30/24 to no reply. When I used a different email, Lensabl replied today. The company didn't honor their policy of returning glasses they don't have the capacity to fix, and I need a refund to replace my broken eyewear to see properly.

  Business Response

  Date: 01/15/2025

  Thank you for bringing this to our attention, and we sincerely apologize for the experience youve had with your order.

  
  We have reviewed your case and are actively working to resolve this matter to your satisfaction. Our team has addressed the issue with you directly and is committed to ensuring a solution that meets your expectations.

  
  To clarify, the lenses we make are not cheaply made. We use Essilor lenses, a trusted and reputable brand made in the ***, which is known for its high quality and precision.

  
  Once again, we apologize for any inconvenience caused and appreciate your patience as we work to resolve this matter. Please dont hesitate to reach out if you have any further questions or concerns.

  Customer Answer

  Date: 01/25/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me pending arrival of replacement eyeglasses frames and a refund processed.
  
  Sincerely,
  
  ******** **** ****-********

• Initial Complaint

  Date:06/28/2024

  Type:Service or Repair 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.

  I purchased glasses frames from SLYK. They work with Lensable. You get the frames then send them to Lensable for them to insert prescription lenses. In September 2023, I sent the frames and prescription to Lensable. They sent the frames back damaged and the lenses were not the same as my regular that were from the same prescription. The lenses were not made properly either. I had to lift my head to use them. They suggested I have them marked by an optometrist and send back which i did. After many emails, I still do not have the glasses. I would like a refund, money to buy the frames again from SLYK, and money to have my eyes examined since glasses have a 2 year life for the prescription and we are coming up on a year. Thank you. I have a lot of emails I can send.

  Business Response

  Date: 07/09/2024

  We apologize for the inconvenience you experienced with your order. This is not the level of service we aim to provide our customers. A customer support manager will be reaching out to you shortly via email to discuss options to resolve this matter to your satisfaction. Thank you for bringing this to our attention, and we appreciate your patience as we work to make things right.

• Initial Complaint

  Date:04/25/2024

  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.

  - 12/25/23: Order placed online for two sets of identical lenses for two separate frames (order # *********, $514.94)- 12/26: Frames were mailed to Lensabl - 1/2/24: confirmation frames received - 1/10: Received email: "we have identified an issue during one of the quality checks." and that order would be delayed - 1/25: Frames were finally shipped out - 1/31: Frames received (5 weeks after initial order). Tried them on and felt something was wrong. Even though they are the same prescription, had very different feel.- 2/12 through 3/9: Contact customer service saying something is not right with lenses. Lensabl requests prescription again, DP measurements, new photos, etc. which were provided to confirm everything. Lens readings obtained from our local eye are different than prescription. Lensabl asks us to send the frames back at our own expense. We object and get a mailing label.- 3/12: Frames sent back to Lensabl - 3/22: **************** contacted. Response was that their lab needs to be contacted - 4/2 (3 weeks after sending them back): We finally get a response and I quote: "... We sincerely apologize for the delay in getting back to you. Our technicians have thoroughly examined your lenses and have confirmed that they match the prescription you provided for your order. However, our lab manager has noted that your prescription includes a high plus cylinder correction, which is unusual. It's possible that the prescription from your doctor may not be the most suitable for your needs..."- 4/3: after several attempts to speak with customer service and someone with authority to request refund we keep getting told "that is not possible". CEO ***************** contacted through email with explanation and request refund, and he promises to make it right. **** nor Lensable customer service responds - 4/9: follow-up email to **** - no response ~ 4/15: frames arrive back to us - lenses are not remade and still bad - 4/20: additional follow up to **** - no response

  Business Response

  Date: 05/02/2024

  We are pleased to confirm that the concerns raised regarding your lens order have been amicably resolved through direct email communication. Thank you for your patience and cooperation throughout this process. If you have any further questions or need additional assistance, please do not hesitate to contact us.

  Customer Answer

  Date: 05/03/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:02/27/2024

  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.

  On January 19,2004 I received confirmation from Lensabl that they had receive my glasses and new prescription. A few days later i realized that the prescription was wrong, and I called and corrected it. They confirmed the new prescription and refunded the difference in price. It is now February 22 and I still have nor received my glasses. They do not answer the phone and can only be reached by chat. I have copies of multiple chats but no answer to where my glasses are. I have asked for the order to be cancelled at least twice and have been told once production starts, they will do refunds. They have never reached out to me to say there was a problem.

  Business Response

  Date: 02/28/2024

  Thank you for reaching out to us with your concerns. I would like to provide you with a detailed update regarding your order and our current customer support situation.
  I can confirm that your prescription was updated as per your request. In accordance with the changes in the prescription, we also altered the lens material, a detail that was communicated to you at the time. I am pleased to inform you that your order was completed and dispatched to the address you provided. The shipment was made on February 23, and the tracking number for your *** shipment is 1Z9768RE0125923086.
  We genuinely apologize for any inconvenience caused by our unavailability over the phone. Unfortunately, due to current circumstances, we are temporarily unable to offer phone support. Please be assured that this is a short-term situation, and we are working diligently to have our phone lines operational as soon as possible.
  In the meantime, we are fully committed to providing support through our email and live chat services. These channels are actively managed by our dedicated support team, available to assist you with any inquiries or issues during our business hours, which are 9AM-5PM MST, Monday-Friday.
  Regarding your requests for order cancellation, we understand your concerns. As per our policy, once production has begun, we are unable to process refunds.
  Please feel free to reach out via our live chat or email for any further assistance or information you may need.

• Initial Complaint

  Date:02/16/2024

  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.

  This company is an ******** scammer. Absolutely no question. I sent in a pair of ********** Meta's $300 to have my prescription installed. They have had my frames going on a month now. They had me take pictures, I filled out a form, sent in my RX. I waited a week. Then emailed. They are now claiming that they don't install into my frames, which is an ABSOLUTE lie. They send me photo's OF MY FRAMES and ADVERTISE that they install into my frames. Now, because they want MORE money from me, they now state that I can either buy THE SAME FRAMES from them, or they will send my original $300 frames back, with NOTHING DONE for an additional $25. They are literally holding my property hostage!!! They have been reported here, I have reported them to PayPal, to get my money back for the lens. I have also filed a lawsuit to get refunded for my frames. DO NOT do business with these scammers. They WILL steal your money. I want my $256.01 back + they need to replace or refund the $300 cost of my frames of which they have stolen.

  Business Response

  Date: 02/23/2024

  I'm truly sorry to hear about your dissatisfaction and the frustration youve experienced with our service. Please allow me to address the concerns you've raised regarding your ******* Meta frames and our lens replacement services.
  At Lensabl, we take pride in offering a wide array of services, including lens replacements for a vast range of frames. However, it's important to clarify our specific policy regarding ******* Meta frames. Due to the terms of our partnership with *******, we are only authorized to provide prescription lens services for ******* Meta frames that are purchased directly through us. This policy is in place to ensure we adhere to our partnership agreements and uphold the high quality standards expected by both Lensabl and **********.
  You can view our selection of ******* Meta frames with prescription lenses on our website here: ***********************************************************  Additionally, details regarding frame eligibility for lens replacement are available on our website at: ************************************************************************;
  Understanding the situation with your frames, we have issued a full refund for the lenses and have promptly shipped your frames back to you. We assure you that we have no intention or interest in retaining customer frames if we are unable to perform the requested services on them. The tracking information for the return of your frames is as follows: ***************************************************************************************;

• Initial Complaint

  Date:02/09/2024

  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.

  On feb 4th 2024 I placed 2 orders for perscription Glasses , the lensabl website was not ADA ********* it was difficult for me to see because of a lack of contrast, also many of the features did not work but I struggled through and placed the orders which included uploading a jpeg of my perscription the first order was # GD8632977 at a cost of ****** the second order #GD1598799 at an cost of ****** It was after I was charged this money, my orders then showed that my order was not complete that I still needed to upload my perscription , However I already had and here was no button or way for me to even upload it again if I waned to. There was also no way to cancel my orders So now I had been charged money for incomplete orders that were just sitting there!!!!their webite had a support email which I sent an email to them and NEVER recieved any support other than a canned email saying they would get back to me . They also had a phone number ************** that I called numerous times during their business hrs and no one ever answers and when you leave messages no one ever responds. In addition to them telling me my order was not complete they also told me I had to upload other documents for pupil distance , but when I tried clicking on the link here was once again no way to even upload what they wanted. This is all highly suspicious to me to recap , no one answers the phone, no one responds to requests for help via email and the functions on their website do not work or are non existant. I can't even seem to log in now. and yet they have charged me money for an incomplete order I think this is fruadulent . I want the orders canceled and I want refunds for the money they have charged to my credit card. I have no faith in this company I left them a voice mail today with my order numbers asking them to cancel and refund my money , but based on past experience with them I do not have any faith they will get back to me please help.

  Business Response

  Date: 02/23/2024

  Thank you for reaching out to us with your concerns. We value your feedback and are committed to ensuring a satisfactory resolution to your experience with Lensabl. Please allow me to address each of your points:

  Website Accessibility: At Lensabl, we strive to provide a website and ordering experience that is accessible to everyone. We use the Web Accessibility Initiative as our guide and continuously work to assess and improve our site. Ensuring that lensabl.com is easily accessible to all users is a top priority, and we welcome any feedback or suggestions on how we can enhance our accessibility. For more details and to share your suggestions, please visit: Lensabl Accessibility.

  Prescription and PD Measurement: Although we received your prescription, it was missing a crucial measurement called the Pupillary Distance (PD). We notified you about this missing information via email and provided options for how you could send us the PD. I'm pleased to confirm that we received the necessary photos for this measurement on February 6th. For your reference, I have attached the email communication we sent regarding this matter.

  Communication and ***************** We aim to respond promptly to all customer emails. Regarding our phone service, please note that our phone number has been temporarily disabled, which is why it has been removed from our website since January. Currently, our primary modes of communication are through email and live chat, as mentioned in our phone recording. We encourage customers to email us regarding their orders for any inquiries or assistance.

  Order Completion and Return Policy: Both of your orders have been completed and shipped. As per our policy, we are unable to offer refunds on lens orders once they have entered production. However, if you would like to return the Goodr frames, they can be returned within 30 days of purchase, provided they are in their original, new condition. Upon approval of your return, we will refund the cost of the frame. Please be aware that all lens purchases are final and not eligible for returns or refunds. Also, Lensabl does not cover return shipping costs for frames. ****************************************************************;

  We deeply regret any inconvenience you may have experienced and are here to assist you further. Should you have any additional questions or need help with the return process, please do not hesitate to contact us.

• Initial Complaint

  Date:02/05/2024

  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.

  I paid for lens replacement on 12/28/2023 and shipped Lensabl my glasses. After nearly a month, they were shipped back, completed. They are totally unusable. They are supposed to come with a standard anti reflective coating on the lenses, which has not been applied to the front, and seemingly not applied inside either. I can see my own face while wearing them, they are that reflective. The glare is atrocious.Lensabl admitted they do not AR coat the front of Transitions lenses, but maintain they did the inside. The refuse to replace or refund the purchase.

  Business Response

  Date: 02/23/2024

  Thank you for reaching out to express your concerns regarding the lens replacement you received. We take feedback like yours very seriously, and I want to assure you that we are committed to providing high-quality products and services.

  I would like to clarify some points about your order to address the issues you've raised:

  Your lenses were indeed treated with backside anti-reflective coating, which is standard for transition lenses. This coating is applied to reduce reflections and glare from the back side of the lenses.
  In response to your concern about the lack of frontside AR coating, I would like to correct the misunderstanding. We did not deny a remake of your lenses. In fact, we provided a return label for you to send back the order for inspection and to apply frontside AR coating as well.
  I am pleased to confirm that this redo was successfully completed. Your lenses have been treated with the additional frontside AR coating as requested, and the finished product was sent back to you on February 20th. For your reference, the *** tracking number for this shipment is 1Z9768RE0108032571.

  We apologize for any inconvenience you have experienced during this process and are glad to have had the opportunity to rectify the situation. Our aim is to ensure your complete satisfaction with the lenses we provide.

• Initial Complaint

  Date:01/24/2024

  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 joined the Lensabl+ plan. I then began an order to replace my old prescription lenses but left the order in my cart without checking out because I had to upload my prescription and didn't have it on hand at that moment. I then received an email from Lensabl offering 15% off my order if I ordered in the next 24 hours, which is a ****************** tactic to drive hesitant buyers. I decided to pull the trigger and utilize the coupon but the system wouldn't accept it because I'm a Lensabl+ member. Nothing at ALL on the coupon (which I received AFTER joining Lensabl+) says anything about any exceptions or exclusions. It's completely deceitful and deceptive advertising. The best part is that another BBB consumer complained about the exact same thing last month and Lensabl said they fixed the issue and updated their emails to include exclusions but this was clearly a lie.

  Business Response

  Date: 01/30/2024

  Thank you for reaching out and sharing your experience with us. We sincerely apologize for any confusion and frustration caused by the recent coupon issue you encountered. At Lensabl, we strive to provide clear and transparent communication with our customers, and it seems we fell short in this instance.
  Regarding the Lensabl+ membership and the promotional email you received, we understand how receiving a discount offer that later appears to be inapplicable can be disappointing. We appreciate you highlighting this issue, especially in light of a similar concern raised by another customer. We want to assure you that our intention is never to mislead or deceive our customers.
  It appears there may have been an oversight in ensuring that all our communications reflect the most current and accurate information, particularly regarding exclusions related to Lensabl+ members. We are taking immediate steps to review our promotional materials and email communications to ensure that all exclusions are clearly stated and that our Lensabl+ members are not inadvertently sent offers that do not apply to their membership benefits.
  To resolve this matter to your satisfaction, we would like to offer you the discount on your current order, despite the Lensabl+ membership exclusion.Additionally, we will conduct a thorough review of our processes to prevent such occurrences in the future.We value your membership and your trust in Lensabl, and we are committed to ensuring a positive experience for all our customers.

  Customer Answer

  Date: 01/30/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:01/19/2024

  Type:Delivery 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.

  Ticket numbers: ****** and ****** Order: ********* More than 2 months without my prescription glasses and no sense of when I may get them. Lensabl acknowledged receipt of my glasses 11/15/23. They emailed me 11/27 to say they had broken my glasses but would make it right and replace them. They asked me where I bought them or to select something from their website of the same value. My previous ones were no longer available and I wanted glasses to match the brand broken which they don't stock.11/30 they offered me a substitute pair from a resale site which I accepted as I needed my glasses asap. 12/5 they told me those glasses had sold. They asked me to find a suitable replacement. I spent hours looking at resale sites and sent details 12/6. 12/8 I asked for an update. 12/11 I called them as I still had not heard back. 12/12 they said they couldnt order from that site as had previously had issues. 12/12 I sent them 3 options - 2 resale and 1 new. 12/13 they told me they had sent the request to place the order. I heard nothing for weeks. 1/5/24 I asked for an update and a new ticket was created. It appears they closed my previous ticket with no resolution. 1/8 I was told they needed to get an update from the lab. I chased 2 days later and was told they were still waiting for an update from the lab. I finally got an answer on 1/11 saying Unfortunately, the seller cancelled the order and we were not aware as we were awaiting the tracking details to come in. How long would they have waited before seeing an issue? Why was my ticket closed?Again, they asked me to find a suitable replacement. I sent them a new pair that would work for me, asked them to escalate this, and to advise me when I would receive my new glasses. 1/12 I was told they would place the order. I have not received any update since then and have lost confidence they will order these glasses and make my glasses. Two months with no prescription glasses in an unacceptable period of time.

  Business Response

  Date: 01/31/2024

  We sincerely apologize for the extended delay and the inconvenience you have experienced with your order. Your situation is indeed regrettable and not reflective of the level of service we strive to provide. We want to assure you that we have ordered a replacement frame as per your latest selection. Currently, we are awaiting its arrival. Once we receive the frame, we will be able to give you a more precise update on the status of your order. We understand the importance of having your prescription glasses and are committed to resolving this matter as quickly as possible. Your patience in this matter is greatly appreciated, and we are dedicated to ensuring that you receive your new glasses without further delay.
  Please rest assured that we are actively monitoring the situation and will keep you informed of any progress.

  Customer Answer

  Date: 02/01/2024

   
  Complaint: 21151640
  
  I am rejecting this response because:  This response merely says they have ordered a replacement pair of frames but does not give any timeframe for me receiving completed glasses.  Twice previously Lensabl have said they ordered a replacement pair of glasses.  In the first case 29 days after telling me they had submitted the order, they advised me the order was cancelled by the seller.  In the second case, 17 days after telling me they had submitted the order, they told me the item was out of stock. In both of these instances I have had to chase numerous times to receive an update.  

  I do not consider this closed and will not until I receive frames of the same brand sent to them, with my new prescription.

  Sincerely,
  
  *********************

  Business Response

  Date: 02/23/2024

  This order issue has since been resolved and the customer received the new product. Tracking: ***************************************************************************************;

  Customer Answer

  Date: 02/29/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:12/21/2023

  Type:Delivery 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.

  On Nov. 19th I placed an order for premium single vision lenses. I paid $324.84 for said lenses. I shipped my lenses to Lensabl, & on Nov. 27th they received them. According to their website, lens production is 4-7 business days on average, not including the additional week it takes for anti-fog treatment. What struck me as strange was that even before Lensabl received my frames, a message on my account appeared stating that my lenses didnt pass our quality insurance checks. We are expediting a new set of lenses for you now. Why would Lensabl begin creating my lenses before even receiving my frames? Anywho, based on the lens production timeline as described above, I expected my lenses to be shipped out no later than Dec. 12th. However, when I contacted them on that day, I was told that my lenses did not pass their quality insurance checks, so it would take an additional 3-4 days. In my head, Im thinking, so my lenses failed two quality insurance checks, what does that say about the competency of their production process? I voiced my displeasure & was assured that my lenses would be completed & shipped out by the end of the week. I waited until Monday of the following week, December 18th, & asked them if they could provide the shipment information for my lenses, but was told that my lenses were still undergoing production because of a failed quality insurance check. I was now told that my lenses would be completed within 1-2 days, but when I contacted them today, Dec. 20th, that it may take another 3-4 business days to complete. This is utterly ridiculous. It doesnt reflect the production timeline process they have promoted on their website, & at this point it feels like they are misleading me. I have no reason to believe that theyre producing my lenses. Its the holidays. Im sure that their workers wont be working a full work week, so its becoming increasingly unrealistic that Ill receive my *************** before New Years.

  Business Response

  Date: 01/04/2024

  We sincerely apologize for the unexpected issues and delays you have experienced with your order. We understand the frustration this has caused, and we genuinely appreciate your patience and understanding. Upon investigating the matter, we acknowledge that there were unforeseen challenges in the production process that led to the delays in fulfilling your order. We understand that the information provided on our website regarding the production timeline did not align with your actual experience, and for that, we extend our sincere apologies. In an effort to address the situation, we have made an exception and canceled your order. A full refund has been issued, and we are in the process of shipping your frames back to you. We want to assure you that this is not a reflection of our usual service standards, and we are taking steps to prevent similar incidents in the future. We understand the importance of timely service, especially during the holiday season, and we regret that we did not meet your expectations in this regard. Your feedback is invaluable to us, and we are committed to learning from this experience to improve our processes. Thank you for bringing this matter to our attention, and we hope to have the opportunity to regain your trust in the future.