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:03/28/2024

  Type:Delivery Issues
  Status:

  UnpursuableMore 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 online 2/28/24. Item was delivered at the front door or porch at 10:21 am on March 21, 2024. 1st Emailed for exchange or refund on 3/25/2024 as the prescription is wrong even though I uploaded the original prescription with the order. The prescription is wrong and for the last 4 days I have been going back and forth with them over email (the phone number doesn't work and I have asked multiple times for one that does with no response) I can't even use them because I can't see with them. They kept telling me there is no return (and no mentions of making it right even though I have asked) because it was a special rate or purchase which I can't find proof of anywhere in my order or on there website. But why can't they make it right by re doing my glasses so I can see and use them. Regardless and no matter what I email them back, they keep sending back the same message without address anything else. Dear ***** *********, We confirm receipt of your Email. We apologize for the inconvenience. It is our policy that we cannot refund special products. You can view this policy on our store page Thank you for your understanding along with a screenshot of said "policy" which btw I can't find on there website anywhere. Although I do find this message below all over the website which is apparently not true. 15 Day return, 365 Warranty and MONEY BACK GUARANTEE !! If I would have used my credit card instead of my FSA card I would just call them and do a fraud dispute but unfortunately that is not the case. I just want it made right and for others to be aware so they don't get ripped off too. At first I would have been okay sending them back and having them re done but this point I want a refund so that I can get my glasses elsewhere as I don't believe this company can accomplish that.

  Customer Answer

  Date: 04/05/2024

  Here is their email for "customer service" [email protected]

  They told me in one of the emails they responded to that thier phones don't work and I had to communicate through email.  I did find 3 locations in the US, all are in Missouri. The rest of the locations are out of the US.   

  4834 Osage Beach Pkwy, Osage Beach, MO 65065

  323 US-54 #104, Camdenton, MO 65020

  3797 Osage Beach Pkwy Ste B-4, Osage Beach, MO 65065

  They are now trying to say they will fix them but only if I pay more.  I just want my money back so that I can get my perscription glasses somewhere else.  I would even be happy with just the amount I paid for the lenses $53.90 as I can reuse the frames for the new glass with the correct perscription.  

• Initial Complaint

  Date:02/21/2024

  Type:Product Issues
  Status:

  UnpursuableMore 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 that I need to see since my prescription is extremely high (-8, -8.25). The glasses I received were damaged. I reached out to Lensmart and essentially they claim my email (screen shot provided) never entered their system. I reached out via facebook messenger and was requested to send 14 pictures and a video of the frames- which I did. The pictures were in different lightings, backgrounds, and times of day. Essentially I was told that it's my fault they sent a damaged frame. I took the frames to my optometrists office to see if they could fix it and they said that the ear stick physically doesn't fit into the the designated section on the frame. The ear stick isn't connected to the frame. They tried moving the ear stick into the corrected area and attaching it to the frame but the optometrists office said it was physically impossible even with the proper tools. The lensmart website states that theres a 365 policy for defective items but their chat support says its actually only 15 days

• Initial Complaint

  Date:01/28/2024

  Type:Order Issues
  Status:

  UnpursuableMore 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 messed up the prescription on my glasses! Customer service informed me that policy states that even if the prescription is wrong, the customer has to pay to send them back and will only receive a partial refund! They had me send proof of my prescription which I did, & when they saw that it was entered correctly they offered to exchange the glasses. I was told that if I wanted to exchange them for another pair I would need to send money to a PayPal account. Definitely a scam!! I should be refunded for the faulty item!

• Initial Complaint

  Date:01/18/2024

  Type:Product Issues
  Status:

  UnpursuableMore 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 made an online purchase for two sets of prescription glasses. I uploaded my prescription on their site. I had to cancel one pair due to the prolonged time of receiving them even after I paid an extra $20 to expedite the glasses for the 1st pair. However, I allow them to go ahead to continue processing the second pair that took 3 weeks with an 7 to 10 days promise of delivery for $ 9.99. But, I was willing to excuse the delayed time since it was around Christmas time of my org order. But, once I received the glasses the prescription totally wrong. I had my doctor check them, they confirmed the glasses prescription was totally wrong. I notified them from 12th of January 2024 to today 17th January today about the issue. And they just keep giving me dead end solutions to avoid giving me a refund.,. On Lensmart website has a count down of days to avoid providing a full refund. So as long as they me in loop it will delay me getting a refund. For the record it is not Lensmart of VA, whom I called, to make a complaint too they said that lentsmart.com online are scammers The young lady, said that they get calls all the time. but it's not their store or company. WOW, I need my glasses filled the have my money and I have some cartoon ??? I can't see a thing out of them.

• Initial Complaint

  Date:11/09/2023

  Type:Service or Repair Issues
  Status:

  UnpursuableMore 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, and the prescription was not right their refund policy is 16 days from the date of receipt, I contacted them on 11/08/2023, and delivery was 10/24/2023 and they keep declining my refund due to said I exceeded the refund time frame, all correspondence is online even after I have requested someone to call me.

• Initial Complaint

  Date:10/24/2023

  Type:Delivery Issues
  Status:

  UnpursuableMore 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 an order at ****************************** on 10/6/2023 at 2:15pm CST. I received an email confirmation with my order details. I paid $59.82 for two pairs of glasses, plus shipping. Per their website, and advises that processing time is between 3–5 days and shipping is an additional 7-10 business days. Upon checking, tracking myself, my glasses were not marked as completed/ready until 10/11/2023 at 10:05p. On 10/13/2023 at 4:29a, I received a notification that my order had been received at a “shipping partner facility” and I was provided with a USPS tracking number. Upon utilizing that tracking number, I have only received notifications that my order has left this partner facility, but have no idea where it is as USPS still has not received it. Every single update, I get is the same, but it has departed the shipping partner facility, but that USPS is not in possession of it. I have reached out to customer service through Facebook messenger as that has been the only way to get a hold of anyone, and they cannot tell me where my package is either. In fact, one of the more recent messages that I received from a representative stated that there seem to be some thing wrong with my order, and that they were going to “urge logistics” and that it should be updated in a few days. I cannot get any other information, other than my order has apparently been shipped, but that no one is sure where it is because it has left their partner facility, but USPS does not have it.