Complaints

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

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  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:05/31/2022

  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 placed the order on some new lenses I sent my frames off and they received it on May 12 since then I have not heard nor do I know what's going on with the process when I reached out to them they said that it was ready and it will be shipped and that UPS has picked them up I've been in contact with UPS they have not been picked up by UPS and I keep getting told to wait 24 hours for UPS to update UPS stating that they did not get anything and I told them this and they said they will look and see if the glasses have been picked up my complaint is it's been going on for over a week and I just feel like they're telling me anything so I won't have to constantly reach out to them I'm just tired of being lied to and I'm seeing other complaints from other customers about the same issue they are holding onto peoples stuff and not fulfilling orders in a timely matter I'm not even sure there are some people that hasn't even received the order yet that's been waiting longer than me I do not recommend anyone go into this place for lances run please

  Business Response

  Date: 06/22/2022

  Business Response /* (1000, 5, 2022/06/06) */ Customer has been working with us via email and we were able to show that the delay was on UPS end which customer acknowledged. Order has been delivered: ******************

• Initial Complaint

  Date:05/27/2022

  Type:Customer Service 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 sent my frames to lensabl to get progressive lenses put in them. They received the frames on 5/9/22 and have yet to ship them back to me. They have given me multiple ridiculous reasons for not doing so, including a fake excuse about me not uploading my segment height photo, which I had very clearly done on 4/30/22 when I placed the order. Then there was some vague "problem" and they allegedly had to start over. Now they are refusing to send me a correct invoice that I can use to verify the *** transaction. They have added a protection plan - which I definitely did not order, and cannot pay for using *** funds - and are putting a discount on the invoice that I did not receive. They are basically sending me a fraudulent invoice, and my *** card will be suspended because of this.

  Business Response

  Date: 07/26/2022

  Business Response /* (1000, 8, 2022/06/21) */ Hi *****, So sorry to hear about the issues with your order. I see that this was corrected and addressed with customer support. If you need further assistance, please reach back out to us. Consumer Response /* (3000, 10, 2022/06/22) */ (The consumer indicated he/she DID NOT accept the response from the business.) Issues have not all been addressed. Anti fog coating that was ordered and paid for was not applied or applied incorrectly. Business Response /* (4000, 12, 2022/06/29) */ Hi *****, We reviewed the conversation had with the post order specialist and we offered to have the order sent back in to be inspected for any issues to which you denied. If your lenses were made incorrectly based on the specifications provided to Lensabl, we will happily remake your lenses at no charge. If you would like to proceed with sending the lenses back to be inspected,please reach out to the post order specialist in email ticket id #******. As the lenses are made custom to you and your prescription, all lenses are final sale and cannot be returned/refunded. While we do not accept returns on the lenses, we do have a satisfaction guarantee on all lenses and we will correct the lenses if there are any issues with them. This information can be found on our website under our Returns tab ********************************** and is also listed in our Terms & Conditions ********************************* which is available for customers to read and review before deciding to make a purchase from us. Consumer Response /* (4200, 14, 2022/06/29) */ (The consumer indicated he/she DID NOT accept the response from the business.) After the delays and errors the first time around, they cannot possibly think that I would entrust them with my irreplaceable vintage frames again. These people are astoundingly incompetent. Business Response /* (4000, 18, 2022/07/15) */ Hi *****, We are very sorry to hear this! If you would like proceed with a redo, you can reach out to our customer support team.

• Initial Complaint

  Date:05/26/2022

  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 $*** lenses less than a year ago, and i made sure to pay extra for a 12 month extended warranty just in case the lenses got scratched or damaged. Recently the lenses did end up getting scratched, but the company has refused to replace them as the warranty only covers "scratches made during normal use" and does *not* cover damage caused by impacts, abrasions, or improper care (i.e. the only things that could possibly cause damage to lenses). Basically, unless the scratches magically appeared out of nowhere for no discernible reason whatsoever, the extended warranty will not cover the damage. Had i known that the warranty specifically excluded every possible cause of lens damage, i obviously would not have purchased it to begin with and would have likely bought the lenses from a different company altogether.

  Business Response

  Date: 06/01/2022

  Consumer Response /* (2000, 6, 2022/06/01) */ I would like to close this complaint.

• Initial Complaint

  Date:05/22/2022

  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 the merchant known as lensabl a total of 447.85 on 11/24/21. I paid for two sets of lenses. The lenses were supposed to be installed into two different pairs of frames that were sent through the mail to the merchant. I was told both of my frames were at risk of breaking due to their age. I had one frame sent back and gave the ok for them to try and install lenses on the second pair. My one pair of polo frames were sent back with the original lenses that I sent them out with. The other pair of frames they worked on were OGA brand frames with a very old prescription that I could not use. I told the merchant I would send out a different frame to have lenses that I already paid for installed if the OGA frames were refurbished with the new lenses. Lensabl was not able to do the job they claim to do. I received my OGA frames returned with one new lens installed. I was told they broke during production. I received two cases for glasses, and one lens installed. The job was not completed so I never sent any other frames to be worked on. I was also told they would purchase a frame and install the lenses for me. That was also something they claimed they would/could do that never happened. I demanded I full refund to my ****** account do to poor service and poor communication. I was issued a partial refund to my ****** account. The amount I disputed with ****** is 274.30. The partial refund I was issued was for 173.35. I never received the difference of the refund. I disputed the transaction with ******. The merchant claims I have merchandise and nothing else is refundable. My complaint is based on receiving poor service. I've only been able to contact lensabl through email. I never requested for glasses cases to be sent to me. I paid for two sets of finished lenses. I received one lens. The job was never completed and I was never issued a full refund. I hope someone can help me with this. ****** and lensabl have not been helpful in resolving this issue.

  Business Response

  Date: 06/06/2022

  Business Response /* (1000, 5, 2022/06/06) */ A customer ******* manager has been in touch with the customer and ****** to get this issue resolved. ****** case was lifted on 5/29 and funds show as being refunded in full back to customer. Consumer Response /* (3000, 13, 2022/06/25) */ *** *******. Case Id # XXXXXXX. The issue has not been resolved. I was never issued a refund for the remaining 270 dollars. Please reach out to me via email as to how to continue my pursuit of refund/resolution. I am Contacting PayPal now to try and get paper documentation of the transactions to mail to BBB. Business Response /* (4000, 15, 2022/06/29) */ Customer was emailed on 5/26 stating that refund was issued. If refund has not been received customer will need to reach out to PayPal directly. Screenshots of refund issued attached. Unfortunately there is nothing further we can do on our end.

• Initial Complaint

  Date:05/21/2022

  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 12/31/21 prescription lenses were ordered for my sunglasses for $150.45 after discount. Order number was *********. The lenses Lensabl sent were not finished properly with rough edges which looked cracked and were jammed / forced into my Oakley sunglass frames. The lenses also had thickness inconsistencies. The glasses were completely unusable since the lenses changed the shape of the frames and the glasses would fall off of my head (changed arm width by over 30mm with lenses). Upon requesting a refund / RMA they refused and said they can only remake the lenses, which I did not want due to the terrible quality of the lenses they sent. I asked them not to send me another pair of lenses, which they sent anyway (unauthorized and refused to work with the customer) and then charged my credit card for a second time. My original ****** lenses were also kept / stolen / not returned, and I asked that they send the originals back or refund me. A manager refused and stated, "By sending us your frames with existing lenses in them, you acknowledge that Lensabl is not liable for any damage done to the existing lenses." Damage did not occur to my original lenses; they were never sent back / kept by Lensabl. In short, I was charged twice for lenses which I cannot use / don't want and they kept my ****** Prizm polarized lenses with no concessions or attempt by their team to make things right and work with me as a customer.

  Business Response

  Date: 06/22/2022

  Business Response /* (1000, 5, 2022/06/06) */ So sorry to hear about the issues with your order! Upon further review, a customer support manager attempted to assist you with the order to which we had not received a response to our last communication sent via email may 9, 2022. Ticket ID #******. You had mentioned that the original lenses should have been returned, and the fact that they weren't has lost your faith and satisfaction in us as a customer. I do want to remind you that we never guarantee the return of original lenses for any lens replacement order. By sending us your frames with existing lenses in them, you acknowledge that Lensabl is not liable for any damage done to the existing lenses. In reviewing this case we have not found anything unnatural, and cannot offer a refund at this time, but are remaking the lenses per our policy. Unfortunately we do not offer refunds on orders as lenses are custom made. This information can be found on our website in our Terms & Conditions (https://www.lensabl.com/terms/), which is available for customers to read and review before deciding to make a purchase from us. To address the charge for the order, you have only been charged $150.41 and there is no double charge. The original charge was erroneously refunded which is why the recharge was made. If you have any further questions regarding this, pleas email *******@lensabl.com

• Initial Complaint

  Date:05/21/2022

  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 sent in a pair of sunglasses for the company to put in prescription lenses on 3/19/2022. The order was delayed and I did not receive the glasses until 4/14/2022. The glasses came with a defect in one of the lenses. The company website claims the glasses go through a full inspection before they are sent out. This obviously did not happen. I contacted the company right away and asked for a refund. I was told they do not issue refunds and I would have to send the glasses back for a redo. I sent the glasses back on 5/3/2022. I did not hear from them and I had to contact them and was told they are still in the redo process. Being this has gone on for over two months I again asked for a refund since they originally sent the glasses out without inspection and I was denied a refund again. I do not want anything from this company. I want a refund and my sunglasses back to spend my hard-earned money on a more reliable and honest company.

  Business Response

  Date: 02/02/2023

  Business Response /* (1000, 6, 2022/06/06) */ Sorry to hear about the issues with your order. We have a strict no refund/return policy as all lenses are custom made to your prescription and your frame, all lenses are final sale and cannot be returned/refunded. While we do not accept returns on the lenses, we do have a satisfaction guarantee on all lenses. If you believe your lenses were made incorrectly, please see our Remake Policy below. Re-makes If your lenses were made incorrectly based on the prescription specifications provided to Lensabl, we will happily remake your lenses at no charge. The redo has since been completed and shipped and have not received any word from the customer that there are any issues with the completed order: ****************** UPS Next Day Air A discount for the delay has also been issued and this was communicated to the customer. Consumer Response /* (3000, 8, 2022/06/07) */ (The consumer indicated he/she DID NOT accept the response from the business.) first they are lying, I immediately reached out to the company when I received the redo and they denied the refund and offered for me to send them back a third time, so that is a lie, I have attached a copy of the chat transcript. Secondly, there website clearly states they inspect ever pair of glasses before they send them out and I have now receive two faulty pair of lenses so that is also a lie. This company has lots of complaints for this same fraud. Business Response /* (4000, 17, 2022/06/29) */ A customer support manager will be emailing the customer directly in regards to a solution to the order issue to customers satisfaction. Consumer Response /* (4200, 19, 2022/06/30) */ (The consumer indicated he/she DID NOT accept the response from the business.) no one has reached out to me from the company