Lenstore
reviews and complaints

I ordered 4 boxes of contacted lenses (2×90 and 2×30), totalling £94 that never arrived. Only "proof" of delivery is a box behind a bin that it's not even mine. So, either the employee of the courier didn't deliver and just took a picture, or delivered to the wrong property or the parcel was picked up by someone else. Yet, Lenstore considered this as "delivered" to a "safe space".

I am £94 short and they could not care less.

Attached is a copy of the "proof of delivery" which shows that it was no t delivered to a person or a safe space and shows no evidence that it was even left outside of my property.

I ordered contact lenses from this company on 15/12/22, the estimated delivery was 22/12/22. On 16/12/22 I received an email from Evri to say they had received my parcel. I still had not received my delivery on 24/12/22. I checked the tracking with Evri and it stated they were unable to deliver on 24th Dec due to bad weather, this was surprising as the weather in my area was not in any way prohibitive to driving. I contacted customer services Lenstore on 27th December and enquired regards my delivery. I was advised they were now list and replacement would be issued urgently by royal mail and I would receive them by 1pm the next day. I received an email 28th Dec with royal mail tracking attached. When entering the tracking number I get a message advising we are unable to confirm the status of your item try again tommorow. I have contacted the company again this morning and have had no response.

Dear Sirs

On 9 November I phoned your customer service line at 08:10. I spoke to your Customer Representative, Sonya. I explained to Sonya that the items I purchased were wrongly delivered to my old address.

I informed Sonya that Royal Mail had emailed me informing me that they would attempt to re-deliver on 9 November between 09:08 and 12:08, and asked if she could assist me with re-arraging the delivery. However, Sonya informed me that I had misunderstood Royal Mail's email and that this solely meant that the product I purchased was going back to your warehouse. I informed Sonya that this was not correct and that Royal Mail was informing me that the re-delivery would take place at my old address. Sonya insisted that this was incorrect and asked me to forward Royal Mail's address, which I did immediately.

Sonya had sight of Royal Mail's email to me and continued insisting on the above point, at which point I had to ask to be transferred to a Supervisor or someone who would know how deliveries worked, as all we were doing was arguing over the phone with no practical resolution. Sonya transferred me to Gigi (apologies, I could not understand her name despite asking twice about it, however I expect that you record your calls to listen to how appallingly your employee speaks to your customers). This person took the phone call and proceeded to shout on the phone, interrupt me and put the phone down.

I have been spending money with Lenstore since 2018. It is disgraceful, disrespectful and appalling the way I was talked to and treated. I expect an apology from the two women who spoke to me in such appalling manner and this company from the lack of effective assistance provided. In addition, please inform me promptly what is happening with the item I purchased which has not been delivered.

Regards

Rocio Landa

I have ordered lenses from www.lenstore.co.uk and it took forever to receive them. I placed my order and five days later they informed me that my order was sent. Waited patiently for two weeks but nothing showed up and when I contacted Lenstore they said only that my order was on its way and nothing more.
I contacted them many times regarding my order status and they were not able to provide any sort of information.
My lenses finally showed up 5 weeks after I made my order. Extremely slow delivery and useless support! I would not recommend Lenstore to anyone.