Lensabl
Reviews and Complaints

In 2020 I got a new vision Rx and decided to use LENSABL to just replace the lenses on two pairs of Ray-Ban prescription sunglasses and was very satisfied with the results. Now I got a new prescription for my eyes and again ordered from LENSABL to replace the lenses of one of the Ray-Ban, and since the second pair I owned was getting old I decided to purchase a Ray-Ban frame from them along with new prescription lenses for nearsighted. And I also ordered two replacements for progressive pair of eyeglasses I was using daily. To my surprise, when I got the order, I quickly noticed the Ray-Ban frame was not authentic but a knock-off easily spotted. The lenses itself are alright, but the frames are totally unacceptable. Why do they need to do that damage to themselves. I don't know, but I should have just sent them my old worn Ray-ban frames and got only the lenses replaced. They lost me as a customer. PS: Also, one of the progressive eyeglasses had to be returned for evaluation since the prescription wasn't done properly and the middle of the lenses were not letting me see correctly. I was asked many times by the support specialist on emails to send photos of myself looking at the camera for him to get a proper idea. I didn't mind the request the first 3-4 times but after that asking for more was just ridiculous, and since I ordered these pair in November and finally got the repaired unit in February, I was just not happy, sorry.

I do not recommend this eyewear service. I will review what happened. First, there is no communication about what you are looking for. I was getting floating sunglasses with progressive, polarized lenses. As you can imagine, these aren't cheap. The first order was delayed because of a lab issue, but I was notified. No problem. Then, I receive the glasses and they are really messed up in that I can't see anything using the bottom half (close vision). So, I have to contact them, ship the glasses back, and then wait. I explain that I just want a prescription up top and no prescription down low so I can see things like my phone and the speedometer. They don't really do anything with this clear request. After hearing nothing from them for three weeks, I have to reach out to the CS Rep and again, and he blames the lab. I don't understand if their lab is in-house or not. I suspect it isn't, because you would think they would know what is going on. And it is odd that three weeks would go by and no one would reach out. So, I finally get my glasses after a month and of course they have a weird lower prescription that allows me to see distance (up top) and really close up (like 12 inches or closer), but that lower part of the lens doesn't allow me to see anything about 5 to 1 foot away. Kinda all the stuff you really need to see in life - computer screens, the aforementioned speedometer,...I will not use this eyewear service again, especially not for premium prescription sunglasses.

Began my challenging odyssey with an order placed on June 14, 2022. Had a few early questions regarding the process, as well as one related to the level of tint in the sunglass lenses I ordered. The Customer Care team was quick to respond and super helpful. I received my order today, August 18, 2022. Why did it take nearly two months to return the finished (albeit wrong and problematic) glasses? The initial pair I sent was broken by the lab, so I needed to secure a new pair from the manufacturer - a process which, I'm confident, was only completed because I made an absolute pest of myself requesting updates. Over the last several exchanges with Customer Care, I pressed for a credit covering the cost of the glasses the lab broke and the lenses/labor, which I thought seemed especially fair, given the timeline. But each conversation went nowhere with the rep suggesting the order was progressing and never defining any credit process, leading me to believe the company isn't in the habit of issuing them. Fast forward to today, when I excitedly opened the branded box only to find the tint intensity of the lenses is wrong and the temples are notably bowed, completely changing the fit. While awaiting the next outreach from Customer Care, I decided to do some online research and arrived here ... appears my experience is not unique; also appears the company pays attention to these reviews. So, I'm simply asking you to issue a credit so I can put this behind me. Thank you.

I was excited about using this service, but I should have done some research first. I placed my order on February 2,2021 for replacement lenses for my glasses. Lenabl received my lenses on Feb 8. I would check their website to check the progress, thinking it would update because it said "days to ship 6 business days". After 6 days the website did not update. I've send an email (they have delayed responses) and was told my lenses failed inspection and they would have to make them again. This was more then 8 days of having my frames. After numerous of emails the only response I would get is "I apologize that you order is taking long. Your lenses go through a process" and all that other stuff they have to say when they don't have a true update. After 26 days of having my order, I went to their Facebook page and notice the comments was filtered out. I made a comment under a post that they had my order for 26 days, then I got an email about 6 minutes later. I went back to their Facebook page and ask why do they filer out their comments and then they disabled them. Later in the afternoon I got an email saying my order is complete and I will receive an email with shipping information. I don't understand how they are so slow with responding to emails but was so quick with social media post. I WOULD NEVER RECOMMEND USING THIS COMPANY TO ANYONE! I rather go back to paying over $300 for my lenses and getting them back in 7 days with the eye doctor I go to, then to pay less then $100 and waiting almost 30 days. Cheap is not always good.

Hi first of all I don't like to give negative reviews but unfortunately I'm doing this one so other people don't have the same problems I send a brand new frame to lensabl (DKNY) ,everything was fine,I was very excited to received them back but once they arrived the frame was bent and one lense have some kind of bubbles but I was surprised with the frame temple and where the lenses go because it was bent,esthetically looks bad,I send them prove,and they told me to send them back so they could be inspect and if there were any problems with the frame they will be replace, once they received the eyeglasses I contact them to know about the status of the issue and they send me an email telling me that the lenses will be replace but the damage on the frame temple was not caused on their lab because they don't touch this area, they basically are saying that I send the frame on that condition something that is not true because that was a brand new frame that have been never used,it was very disappointing because I recommend the company but now I have to let them know about my experience with them so they don't make me responsible for any problem or damage for referring them to lensabl, the company has to be more professional and assume responsibility for any damage cause to a brand new frame or any frame that they received in good condition, right now I'm still waiting for they Redo process but for me is a waist of money because they damage a brand new frame, the frames came like they were forced and even they are not assuming their responsibility about the damage caused to the frame I was even considering to buy eyeglasses with them but with this experience I don't think so,I should read all the reviews before sending them my frame,blessings

This company is a horrible company. I have never in my shopping experience come across such a dishonest company. Please do yourself a favor and do not do business with them. If there is an issue with your order of any sort (and this is common with even the best companies), they will make the process extremely difficult, if not impossible to resolve. You might get enticed by the low prices and the positive reviews but trust me, if you have to deal with a return, replacement, or any other issue you will understand my disdain for this company. Also, they do not allow returns for refund. Beware of any company that does not offer a Money Back Guarantee. It's a sign a company is only after your money and nothing else. In my case they sent the wrong lenses (not polarized) and installed them improperly (the lenses rattled). The quality of the lens cutting was beyond horrible. I just can't see how anyone installing the lenses would allow them to leave the lab like this. And the fact that my lenses were not polarized and the company insisted they were is yet another sign of both incompetence and arrogance. I did not want to go through this process and risk yet another round of their abysmal service and product so I requested a refund. After a few phone calls (hour long waits) and several condescending emails, I was informed a refund is not possible. I have zero trust or faith in the company to fix the problem and just wanted to cut ties and move on. But they won't let you do that. So I had to take it up with my credit card company and fortunately after the formal dispute process it worked out in my favor. Even after my credit card company reversed the charges, the company billed my card again. They billed my card a second time after the credit card company reversed the charge. What a horribly dishonest and greedy company. Please, don't get suckered into giving your time and money to these people. They are simply not good people.

Long ago, about 20 plus years I went to the little optics shop in the town I worked to purchase prescription safety glasses for my work. While having good safety glasses was a privilege, I couldn't help but notice an advertisement in the optics shop for Hugo Boss prescription glasses, and sunglasses. At the time the price of Hugo Boss was out of my budget. I always made it a goal, one day I would own Hugo Boss custom glasses, or at least a pair of sunglasses by Hugo Boss. Over twenty years went by; the tiny optics shop closed down, and I forgot all about Hugo Boss glasses. Then one day I found out about Lensabl on line eyewear shop. I wanted to purchase a set of Bose Tiempo sound glasses. And Lensabl is the only company Bose trusts to build their sound glass line. While I was waiting for my Bose Tiempo, I decided to discover which other products Lensabl had to offer. That's when I rediscovered Hugo Boss prescription glasses. I ordered my first pair; and I was so happy.Lensabl made my Hugo Boss prescription glasses perfect. My Hugo Boss glasses are feather light, and beautiful. I enjoy wearing, and seeing through my new Hugo Boss prescription glasses so much. Lensabl made the whole process so easy too. I uploaded a picture I took of my current vision prescription from my eye doctor. Lensabl had me upload another picture to determine my pupillary measurement. The software, and easy instructions made everything so effortless for me. In about a week to ten days my dream of owning Hugo Boss prescription glasses was complete. I was so happy with my purchase I ordered some Hugo Boss prescription sunglasses. I chose Transition Active Wear, with my Progressive Bifocal prescription, and permanent scratch coat protection. Not an easy pair of glasses to make, but Lensabl made it look easy. This combination was probably not available over twenty years ago when I first laid eyes on Hugo Boss prescription glasses. This made waiting so long to finally own Hugo Boss sweet, and pleasant. Yesterday my new Sunglasses by Hugo Boss arrived, and I'm so very well pleased. The work Lensabl did in constructing my Hugo Boss glasses is flawless. The prescription is so crystal clear, the Active Wear Transitions is phenomenal. The Hugo boss frames are classy, becoming, and feather light comfortable. Lensabl is a first class, on-line optics company. Lensabl a company quickly changing how eye care of the future will prevail. Please keep Lensabl in mind for all optics, and eye care needs.

I sent three pairs of glasses to Lensabl, order process starting 12/06, today being 03/06. The problems started right away. They used the incorrect coding for billing. Drawing funds from my HSA rather than FSA. Customer service contacted me on 01/28 to inform me that one pair could not be completed. They did offer to make lenses for another pair or I select frames from their inventory. Not knowing the quality of their products; I requested they return my glasses and I make a decision from there. They returned the pair they couldn't complete without the original lenses. Quick note, this pair was brand new and I was converting to sun glasses. The other two frames I sent in would ship 02/10. Upon arrival I was impressed with the quality. I was disappointed that only one pair was completed correctly. The other had the lens order for the set they could not complete. Their customer service does a great job at answering one question at a time. I wanted to know where my original lenses were and if the not RXable pair resulted from the misapplied (single vs. progressive) prescriptions . Here's what their lab stated on 02/22, "Unfortunately that frame was not rxable; not with limitations to the lens type. However if you can have them sent back with the attached return label we can see that the correct RX gets used on the pair." A bit of a convoluted answer with no answer as to where my original lenses are. On 03/03, they agreed to refund my money for one of the orders. Lensabl still having the coding wrong; that refund went to the wrong account. On 03/04 they sort of disclosed the fate of my lenses. They returned an answer cut from their terms and conditions, "In making your brand new specs, the lens production process involves removing existing lenses from your frames...not liable for damage...There are instances where your original lenses may break during the replacement process...your lenses may get damaged and may not be returned to you." Okay, got it, but what about the instance where you deem a set not RXable? The very first line of their reply implies that hey are returning usable glasses to you, right?. The rest states the potential pitfalls which I think we also get. So, if my glasses were deemed not RXable and never went to production? Where are the lenses? The lawyer in me would suggest they (or you should) read their terms associated with, "Frames that are not Rx'Able." Where they state the glasses will be returned to you, but say nothing about the lenses. So realize that Lensabl reserves the right to receive a brand new set of glasses and return them to you useless. I'm willing to pay for the one (1) set of three (3) they got right. The others I clearly have a problem with. Does Lensabl have processes in place to make sure they get your order right? Yes, they send bags, each with the printed prescription on them. You also submit photos for pupillary distance (where you are wearing the glasses which will receive the lens order) which are attached to your order. I state this because none of it matters if the lab technicians are inept, and not responsible for damage. Many developing companies have hiccups along the way. Note that the request for this review was sent by Lensabl when I had yet to receive a product. They have been awarded plenty of chances to realize they should not charge me for their mistake.

Don't do business with Lensabl unless you want to be frustrated through the process and in the end, get a inferior product that you won't be returning. I placed an order and shipped my Bose Tempo frames to Lensabl's lab to have some prescription lens made for the frames. Promises from lensabl are similar to many complaints here. They kept saying 2-4 business days because the lab saw imperfections in the lenses and had to do them over again. 2-4 days was their mantra until over a month and a half later, my frames finally arrived. I looked at the mailing label of the box and it had the address of the lab Lensabl used so I looked up the lab for complaints as well. The lab has plenty of complaints ranging from having an incompetent staff to not enough staff to keep up with the work. Ah-haa! I can bet that the 2-4 business day repetitive coverup lie Lensabl tells us is because of the crappy lab they use. So maybe it isn't so much Lensabl as it is their choice of lab they use. Still, the constant 2-4 business day promise and the repetitive excuse of the "lab wants them perfect or they won't send them" makes you think that incompetence and not enough staff to keep up with the work load is definitely at play. If I was a betting man, I would say the 2-4 business BS, is BS. When I finally got my frames back (actually thought they were foregone, stolen, or broken...gone), the left lens had three tiny imperfections in the lens. The Transition 8 film is not as dark as what the pictures show as well. Of course, lensabl asked for me to take a picture of those tiny imperfections in the lens so they can determine, from a picture taken from my iPhone, if they are imperfections. I just about fell over laughing! Are you kidding me? How would I do that? Can you imagine trying to focus the camera lens and moving the glasses around so that those 3 tiny imperfections show up? Lol! The imperfections can only be seen when you put the glasses on and that should've been caught by those diligent quality freaks at the lab! So no pictures were sent because I know what they would have said -"the lab told us everything looks normal." :-) Of course, they asked for pictures of the transition 8 lens in the sun that clearly showed how transparent they are in full sun. They did not darken according to the pictures posted on lensabl or the transition 8 site. So, I told them about that and do you know what they said, yup, "take a picture of it." So, I took some pictures and sent them in. And do you know what they said, "Our lab said they look normal." Lensabl is joke and their lab is a joke. They hide their incompetence and string you along with empty promises taking your money and your frames hostage. If you choose to do business with them, DONT SEND IN YOUR FRAMES, unless you're willing to forgo them. My recommendation is to boycott this business and look at it elsewhere. Put your money towards an organization that doesn't put up a front that all is well. Work with a real organization that actually cares about you and their promises. That isn't afraid to tell the truth about why it's taking so long. The way they string you along to hide their incompetence and understaffing is simply a bad business. Nothing illegal but definitely a bad business that delivers a poor customer experience. THATS THE CATCH FOLKS. ALL THE RESPONSES, ALL THE PROMISES, are a flat out lie. Lensabl has decide to business with an incompetent lab that is understaffed and over worked. They aren't redoing your lenses! They are simply BACKORDERED and when you're lenses come out, they are shipped right to you to let you deal with whether it was good enough and DARES you to send them back. For me? Crappy lenses and terrible transition product? I will simply never order from them again. They take your money, feed you lie after lie, and send you a product that is less than satisfactory. After all the trouble, they know you won't be sending them back. Boycott this company. Read the reviews. Over and over they say the same thing. And over and over Lensabl gives their "pat answer". It is a coverup of incompetency and just a bad way to do business.

In my 40+ years of ordering merchandise via mailorder and online, the worse experience I've had with a vendor was with LENSABL. Truly horrible! Total waste of time and money. I joined Lensabl+ ($125.91 paid with MasterCard on May 5th), and placed my first order (the membership includes one set of lenses, plus I did an upgrade, so I paid another $61.24 - using PayPal on May 7th). I shipped my frames, expecting them to be back (as stated on their website) in a week or so. A few days go by, the status on the website would say, "your order ships in 6 days", then "5 days," then "4 days," then "6 days," then "5 days," then "4 days," then "6 days," then "5 days," then "4 days," then back to "6 days." It did this for a month. And guess what? When I tried to contact them, they would respond like nothing is wrong, saying, "your order is just simply being redone because it did not pass *** When I finally got the glasses a month later, I can see through them. But things are just not sharp. When I tried to contact Lensabl, it goes back and forth in emails (because they don't have a phone number). They finally call me. But because they called from a NON-CALLER ID number, my phone blocks it. I confront them about it. They say they don't give out numbers. So I offer to buy them a BURNER number. They finally give me a number. On the phone, Rudy Widjaja is very calm and tries to convince me that the prescription I gave them is wrong. Yes, he tries to gaslight me. Making me think the prescription I gave them is wrong or that the doctor made a wrong prescription. I did send a photo of the actual prescription My wife tells me, "go back to your eye doctor, give them the Lensabl lenses, and have them compare it to the prescription." So, I go back to the doctor, and guess what? Lensabl made the lenses too strong. I write to Lensabl (because the phone number they gave me no longer works). At that point, Rudy Widjaja wants me to ship glasses back so they can redo them. I tell him no. I want a refund. It took them 2 or 3 tries to make wrong lenses. And shipped me wrong lenses. I am not going to wait another month for them to mess up again. I lost trust in them because #1 no number to call; #2 delays after delays; #3 lying; #4 making the wrong prescription; #5 gaslighting me. As of today, they still refuse to give me a refund. I have filed a claim with the credit cards (which is a long process). As I said before, my 40+ years of ordering things in via mail order and online (and BTW, I have over 2000 positive transactions on Ebay), this is by far the WORSE experience I've EVER had with a vendor. But wait there's more... As I was saying, I had just joined the Lensabl membership and had just sent them my first pair of frames. Excited about the idea of having lenses done (at about 30% discount) within a week, I sent them a SECOND pair of frames within days of sending the first pair ($184.00 paid through Affirm on May 15th). YES, this is now a SECOND order I placed before I even got the first order. So, just as the FIRST order was showing the status on the website as, "your order ships in 6 days", then "5 days," then "4 days," then "6 days," then "5 days," then "4 days," then "6 days," then "5 days," then "4 days," then back to "6 days," the same started happening with this second order. After 4 weeks, I received the first order, and the lenses were done wrong. After taking those lenses to my doctor and confirming that they were in fact done wrong, I asked Lensabl to cancel this SECOND order. Rudy Widjaja claimed that the lenses on this SECOND order were done and would be shipping within 2 days. Too late to cancel. I told him that if they arrive, I will return them. This was on June 8th. For the next few weeks the status on the website simply said at "at the lab." For weeks after June 8th, Rudy Widjaja kept insisting they were being shipped in 2 or 3 days. They finally arrived on July 2nd. Also poorly made. I am popping out the lenses and sending them back. I told the service has been unacceptablel. Even dangerous. I shoudl have a full refund of all the lenses, and of the Lensabl+ membership fee. Rudy Widjaja at Lensabl claims they can not issue a refund (on any orders) since these are "custom-made" lenses. However, he did mention that this SECOND order was delayed because on June 17th, there was a "breakage." And they had to do them again. Interesting, because that is more than a week AFTER I had told them to cancel. Lensabl is NO example of a great service provider. Not at all. Just do some digging on the internet. Lensabl has done some damage control by having some positive (and fluffy) articles published that seem to rank high on Google searches. So at first look, they look like a great new company with an excellent service. But keep digging further in, and you find the info they are trying to suppress. Many angry customers. They are a waste of TIME and MONEY, with horrible customer service. There are serious issues here: -They do not have a phone line to reach customer service. For a healthcare device provider, this isn't good. -There are no accurate updates on the website. The website has a lot of bugs. -They claim lenses are done in one week but take over a month (7 weeks in my case). - They have boilerplate or automated responses for most questions. -They lie about the status. And gaslight you (the customer). -They make and deliver a poor quality product. Then refuse to issue refunds. They are not selling custom shoes or pants. These are glasses one needs for seeing. Walking and driving. Lensabl is putting people's health and safety at risk. My impression of Lensabl is that they are like a lot of start-ups. They have resourced cheap labor and materials. By making a good-looking website and pseudo infrastructure, they are selling a service that a lot of people desperately need, especially during COVID-19. Like many poorly executed start-ups, they are promising big, and then trying to figure out how to deliver after they get the money. They need to sell the idea to investors. One of the best ways to show profits is to have a subscription-based product (this is where the membership comes in). Another way to show profits is to have cheap labor and materials. And another way is to figure out a way not to give refunds. If they can keep all the money coming in (or delay the money from going out), they can show growth. Everything looks good on paper. For all these reasons, I will be filings complaints with: American Academy of Ophthalmology complaintsboard.com Public Citizen Calfornia Department Of Consumer Affairs Federal Trade Commission