Lensabl
reviews and complaints

So, I recently purchased some lenses from Lensabl for my Bose Tempo Frames. Unfortunately, the lenses did not fit properly and caused my frames to bend in the middle. This made it impossible for me to wear them and almost caused damage to the frames. I had to remove the lenses immediately and now I need to return them for either a refund or replacement. Since the lenses did not fit properly, I am leaning towards a refund.

Another issue I had was with the strength of the lenses. The 1.75 lenses seemed extra strong, more like a 2.00 or stronger. I think a 1.50 would have been a better fit for how Lensabl makes their lenses. However, my regular sunglass lenses that came with my Bose frames still fit just fine.

I reached out to customer service and they responded quickly, but my issue is still not resolved. I have lenses that do not fit in my frames and I have not received either a refund or replacement, nor have I received directions on how to proceed for sending the improper fitting lenses back to Lensabl. It's a problem that needs to be addressed.

In the email response from Lensabl, I was told not to respond further and just wait for further instructions. If I responded, I would be put in the back of the line to be addressed further regarding this issue. I hope this issue can be resolved soon because I really need my glasses.

I gotta say, I've had some pretty bad luck with Lensabl. I mean, I'm sure some people have had good experiences with them, but for me it's been a total nightmare. I ordered three different things from them all on the same day, and all three of them have had major issues after almost half a year.

The first order was for some dark lenses for my Oakley frames. But get this - I never even got them! And when I tried to contact Lensabl about it, they didn't even acknowledge the issue. Like, seriously? That's just rude.

The second order was for some clear lenses for the same Oakley frames. But when they arrived, they didn't even fit! I had to send my original lenses and frames back to them, and it took them another two months to fix the problem. Finally, after five months, I got what I ordered.

But the third order was by far the worst. I ordered a pair of glasses with dark prescription lenses, and they arrived pretty quickly (for Lensabl, anyway - it took three months). But something was off. Whenever I wore them outside, my eyes felt weird. It took me a couple months to figure out what was going on, but eventually I realized that one of the lenses was a transition lens - you know, the kind that gets way darker in sunlight? But I never ordered that! And when I tried to contact Lensabl about it, they just ignored me. I left them dozens of messages over the course of months, and they never responded.

Honestly, I wouldn't recommend Lensabl to anyone. They might be able to help some people, but they've been nothing but trouble for me.

I recently tried out Lensabl (lensabl.com) to replace the lenses in my old frames. The process at first seemed easy enough - I used the shipping label provided and sent in my frames. However, after waiting for what felt like forever, I reached out to customer service to inquire about my order. That's when I found out that my lenses had failed the final review and had to be remade. I was never notified about this setback, which ended up doubling my wait time.

Finally, when I received my order, I realized that my original glasses case was missing. I contacted customer service again, but they told me that all items were thrown away and showed me some old screenshots of the shipping box (which I didn't even use) and a link to the FAQ's. I replied to their email, but I haven't heard anything back from them since. It's disappointing that they didn't even apologize for the inconvenience or offer any kind of compensation.

What really bothered me about losing my old case was that it was a sturdy Oakley case that had traveled with me to many different places. It had sentimental value to me, and it was replaced with a flimsy white triangle piece of junk that wouldn't have lasted nearly as long. Overall, I'm not too impressed with Lensabl's customer service and attention to detail. While the quality of the craftsmanship was decent, the lack of communication and care for their customers' belongings is a major downside.

I've been a loyal customer of lensabl for quite some time now, and I have to say that their lens replacement service has always been top-notch. However, my recent experience with them has left me feeling a bit disappointed. I sent in my glasses to have the lenses updated with my usual prescription, transition, and thinning, but I ended up receiving a thick and chipped lens instead. To make matters worse, my order was delayed by around two months, and there was no update on the status bar.

When I reached out to their customer service, I was transferred to a supervisor named Rudy. Unfortunately, my experience with him was not the best. He told me to be patient and didn't offer any accommodation. To make matters worse, he hung up on me while I was still talking to him. I had to call back and speak to another representative who helped me send a request for an expedite to the lab.

When I finally received my glasses, I was disappointed to find that the thickness of the lens was still there, even though I had requested the thin option. Rudy told me that there was nothing that could be done about it. I also noticed that the lens was still chipped, even though I had requested for it to be removed.

Overall, I'm not sure if I would work with lensabl again in the future. While their service has been great in the past, my recent experience has left me feeling frustrated and disappointed. I hope that they can improve their customer service and quality control in the future.

I recently purchased some top-notch lenses from Lensabl.com and decided to provide my own frames for the lenses. However, after waiting for three days with no communication, I decided to reach out to their customer service to inquire about the shipping label or packaging to send away my frames. It was only after I got in touch with a customer service representative that my order started to progress again. I received the packaging a week later, and the turnaround time from Lensabl receiving my frames to receiving the finished product was around five business days, which was shorter than I expected.

However, upon receiving the product, I noticed that the frames provided were bent at both arms and hinges, even though they were new. Although the overall product is usable, the frames slip off my head, and I can't look down without my glasses falling off. Unfortunately, the problem cannot be fixed due to the bending from the hinges. I feel like experienced opticians do not hold frame arms to fit lenses into frames, which is disappointing.

In terms of customer service, I received responses within 24 hours, but I accidentally sent a double message. The first message (ticket# ***) prompted an automated response, and the tracking history only showed movement after I contacted customer service. The second message (ticket# ***) was handled by a customer service representative who offered a solution for an additional cost.

Overall, while the lenses were good, bringing your own frames can be too problematic. I hope Lensabl can improve their quality control and customer service to ensure a better experience for their customers.

recently tried ordering lenses online for the first time and decided to give Lensabl a shot. I had some questions about my drill mount frames and the customer service team was able to help me out. I decided to proceed with my order and not only filled out my online prescription, but also sent in a copy of the prescription with my old lenses still in the frame for proper measurements.

Unfortunately, I did not receive any notification about the return of my glasses and ended up waiting for several days. When I finally received my glasses, I found that the bifocals took up 75% of the lens and they had not filled the Laden from the lenses I sent. Additionally, they did not send my old lenses back, which I was under the impression they would do. After some back and forth with customer service, I sent my glasses back for correction.

The blue light blocker on my glasses was so bad that when I wore them in front of a camera or computer, all you could see were two blue blades staring back at you. I requested that they remove the blue blocking glare and correct the bifocals to the proper size. However, when I received my glasses back, they were still not correct and now they were not at the proper distance. The anti-glare coating was also not done properly as I could see myself from the inside of the glasses very well.

Overall, the entire process took almost 2 months and the glasses I received were not up to par with what I would get at an optometrist's office. I ended up going to my optometrist for a second pair of glasses and had no issues. While Lensabl's customer service was helpful, the quality of their lenses and coatings left much to be desired.

Hey there! I recently had an experience with Lensabl that left me feeling pretty disappointed. I had just gotten a new eyeglass prescription and was looking for an online place to fill it. A few friends on Facebook recommended Lensabl, so I decided to give them a try. Unfortunately, it ended up being a bit of a nightmare.

First of all, it took a whole month for my glasses to arrive. And that's with a very simple, single-vision prescription. When they finally did arrive, they were all bent out of shape, like they'd been on the head of the Statue of Liberty or something! I had to take them to Warby Parker to get them adjusted to fit my small face.

But the worst part was when I cleaned my new lenses for the first time using high-end Zeiss Lens Wipes. They ended up getting completely scratched! I need my glasses for night driving, and the scratches made everything look like a crazy, psychedelic nightmare. I had to spend another $120 to get the lenses redone by a local optician.

Throughout this whole ordeal, the customer service at Lensabl was relatively responsive, but not very helpful. They kept telling me the same thing over and over: "We don't know what's going on, we contacted the lab, and we'll let you know when we do." It was frustrating and not very reassuring.

In the end, I sent a strongly worded letter asking to cancel my order and just get my frames back so I could get them filled elsewhere before a trip I had coming up. The next day, I got a letter saying they had to be redone and were on their way. It was a total fiasco.

Overall, I wouldn't recommend Lensabl to anyone looking to fill their eyeglass prescription. While their customer service was relatively effective in responding to my messages, they weren't very helpful or reassuring. And the whole experience was just a mess.

I can only strongly recommend to not do business with ***. I sent in my glasses in the beginning of February and on the 24th of that month I was informed that they did not have my lenses. But the 24th of that month I had confirmed that their replacement could be used. By the 5th of March I had received no update so I contacted them on the 7th and they said my order was escalated. I never received my glasses until mid March. The worst part about it is that my glasses frame arrived cracked. So I had to reach back out again. I got the glasses on 3/15, told them that the frame was cracked that same day. They said they were going to order the same frames, which they did. I had to send back the cracked frames and I had no correspondence until I reached back on 4/29. I got the glasses and they are fine but for all this aggravation I would really recommend going with a different company. I spent over 400 dollars and the customer service communication is awful. I'm glad the rectified the problem but it was a nightmare of a process.

Run, do not walk the other way. I provided the frames and wanted progressive lens for computer to reading. Had a long online chat with a customer service rep who explained to me how to order this and even had me send him a picture of the prescription so he could make sure it could be done. Sent off my frames and what comes back to me 10 days later is not only a single vision lens, but is a single vision with my distance prescription. So now I have the wrong lens in my frames. The only way to get a refund (which they did offer since it was their error) is to pop the lens out and send them back - and they told me any optical show should be happy to pop the lenses out for me. Went to two of them today and no go. What started out with trying to get replacement lenses without leaving home has turned into the complete opposite. I have ordered entire frames with progressive prescription lenses from two other online optical websites. No issues. I would NOT recommend this company. When you only do ONE thing, you really need to get it right.

This was my first experience with Lensabl. I had an outstanding, flawless experience ordering replacement lenses for my own favorite frames. My order was simple (single-vision lenses, with nothing except anti-reflective coating, for driving). Ordering through the website was very user-friendly. Uploading my Rx was easy. Providing my eye measurements was a bit more complicated, but worked very well. Printing a shipping label for my personal frames was easy (pre-paid by Lensabl, but, of course, included in the price of the product they're selling). Tracking progress of my order online was easy and quite reassuring. Lensabl's return of my frames with new lenses was very prompt, extremely well-packed. And, most importantly, my frames were returned in perfect condition, with new lenses, and the new lenses are excellent. Lensabl does not file for insurance coverage, but it was easy to download a properly-formatted invoice for me to submit to my insurance, which accepted the invoice as proof of purchase. I'm sure I'll use this service again.

Sketchy company to deal with. I ordered 2 pairs of glasses last year. I loved them, but was frustrated that I need to clean them several times throughout the day or I won't be able to see out of them from all of the dust and smudges. I assumed it was me. Now onto my newest pair of glasses, I bought frames and ordered lenses with polished edges. The edges were not polished at all and the lenses were wobbly and loose in the frames from being cut incorrectly. They are redoing them, but insisting the edges were polished instead of owning that I paid extra and it wasn't done. Now I am wondering if my 2019 pair were actually the premium smudge-proof that I ordered considering I constantly can't see out of them from all of the dirt and smudges. I've never had glasses before that if I don't clean them throughout the day, by the end of the day I can't see out of them. Shady company. Clearly they charge for premium lenses and then do the cheapest product to pocket the money. Plus it takes forever to actually get your glasses. Waste of time and money.

I do a lot of online shopping and am satisfied with services. I ordered lens replacement for my existing frames with this confidence in mind. With Lensibl, my trust is shattered. I believe trust is a matter of keeping your words. I sent the frames which were received at Lensabl on 07/26. Following up online, it shows that the product will be shipped in 6 days. After a week, still it shows the 6 days! They could say that delivery takes a month, a year, or whatever, instead of setting expectations that they cannot meet and that would have been fine. I emailed them and after a few days I was informed that there was a production error and the lenses shall immediately be produced again and be shipped in 3 days. There is nothing up to now. I prepaid $532 for such a service. I'm not sure how they feel about such performance, but I will be forced to claim return of my frames and request refund soon. Not sure if they send the right product, per my order, even if they manage to ship immediately, but I will get back with a comment, whether positive or negative.

This was the worst experience I have had with a company that I have purchased a product from. It was the only option I had for my Bose glasses to get lenses installed in the frames. It took several months for me to get my frames and lenses back, including one time where they shipped me the wrong frames and lenses. This very much concerned me as the Bose frames are very expensive. They also could not seem to understand that the Bose frames allow for the lenses to be interchangeable, and I was ordering two sets of lenses. I had several communications with them until they finally figured out what they needed to do. And most importantly, the main issue with this company is that there is no way to communicate with them except via email. This makes it incredibly hard to straighten out issues and left me with the sense that I would never get things right or possibly never get my glasses back. And finally, when I did receive them, the lenses I received were not the type of lenses I ordered. Please be very aware if you are thinking of using this company for your lenses.

I really like using *** for lens replacement. It's easy and cost effective for me. This is my 2nd time using them to change lenses to my updated vision Rx. First time I tried them was during the pandemic and it was seamless. Plus I loved that I could keep my original frames. This last time everything went seamless with my first pair of frames, but with my 2nd pair of frames, those broke in their lab. I really appreciated their customer service as they allowed me to order a new pair of frames at no cost to myself. In due diligence fashion, I contacted my optometrist regarding my initial purchase and included that receipt in what I spent and found alternate cost equivalent frames. Being online, there wasn't a whole lot of communication as to when my order would be received; so I just waited it out as I still had my other pair. From the time I sent them the link to order the frames and returned to me with new lenses, it was approx. a month or so. For me- that was great customer service as they made good on the damage done to my original frames. I will continue to use them and recommend them for replacing my lenses.

I was excited about Lensabl, a company that could fulfill a new eye prescription into my old frames. My disappointment initially came when I thought my sunglasses would be replaced with the progressive lens (remaining sunglasses) but instead they was transition lens. I had ordered two pairs of glasses (thank God they included the original lens into the sunglasses so i can try to switch them back). After several emails, customer care's resolution was to offer me 25% off sunglasses if I decided to order. Which seemed to add insult to injury. I had already spent a small fortune on two pairs... (they said it was my fault because I placed the order for transition lens) - ok, then I tried the transition glasses and the prescription is significantly off. Since i have a brand new from a fashionable brand, i could compare my brand new pair of glasses vs. Lensabl. Both pairs from Lensabl have not been adequately adjusted. I would say to anyone thinking about Lensabl to pay close attention to the process of your order and know that customer care is via email and there is a delay. Lastly, I just would not order again from Lensabl. I definitely, have buyer's remorse, a costly mistake.

I've been a customer of Lensabl twice in the past and had a great experience. This time has been pretty terrible. I don't know what happened but I won't be coming back. I submitted my order August 25th and two months later my account status still says "arrived at lab, working on it". It is in red letters meaning something is wrong. I got zero notification, have no idea what's going on, and when I call I get an automated response that no one can take the call. I emailed and got a blanket response. The first time I thought it was a real response. I gave it a week and nothing changed. I emailed again a week later and got the same response. I waited again and got the same response, literally 5 weeks in a row. I left a message on the voicemail and complained about the responses via email and still the same response. The responses claim that my glasses will be done and shipped in 2-3 days. I'm convinced they just took my money and I'm not going to be sent my glasses. I'm going to another store and getting my prescription filled there and I feel like lensabl ripped me off. Going over the refund terms but considering what has happened so far I highly doubt I'll see my 300 bucks again. Really sucks...

I ordered replacement transition bifocal lenses for existing frames. After receiving the glasses back, I immediately noticed that one of the nose pieces had been considerably weekend. I also noticed that in one of the replacement lenses the transition from distance to reading was too high on the lens and distorting my vision while driving. About 3 - 4 days after receiving the frames back, the nose piece completely broke. I contacted Lensabl Support and inform them of the damaged frame and that one of the lenses is a problem. I received communications indicating that they would resolve the issues, but they never have. I purchased a pair of replacement frames from Poshmark for $42 and I asked Lensabl to cover this cost (retail cost new about $200). They said they would, but never did. I asked them to replace the left lens that was causing the problem with the transition, and they haven't responded. Basically, their Customer Service sends you nice messages, and does nothing. If the glasses that you receive back from them are perfect, great, no issues. If you expect any type of customer support following the sale, forget about it. They'll just waste your time exchanging emails, telling you that they're very concerned about getting everything right, and not doing anything..

I ordered a set of lens for my Bose Tempo Frame glasses on October 2. Price was $257.00. Lensabl stated the time to process my order would be 3-4 business days. I sent Lensabl my frames for them to install the lenses which was received on October 12. On October 22,2021, I received an email from Lensabl saying they could not complete my order because I asked for bifocal lenses, this issue should've been identified on the order directive instead of waiting until Lensabl receive the frames. On November 23, I contacted Lensabl for an update on my frames & lenses and again I was told the order would be completed in 3-4 business days. I then asked Lensabl to cancel the order and to send my frames & money back. They said they could not cancel my order unless they charged me full price. If the lenses didn't pass *** inspection, the customer should've been notified and given the opportunity to either continue with the process or be refunded the cost and frames before production of the new lenses began. Two months is a very long time for a supposedly accredited company to fulfill a order for lenses especially when the company sell the same frames that I'm sure they performed this order before. Lensabl should've at least provide more updates on the status of the lenses to ease the customer concerns.

It took way too long to get my frames sent back with new lenses. The instant message feature and voicemail systems are pointless as they direct you to email. If a company refuses to communicate in live time and in person, it makes the customer feel as though customer service is not a priority from the business. *** offers a tracking system that shows the progress of the customers' orders, yet, in my case, it was extremely inaccurate and clearly not being followed up on. Lensable claims that my lenses didn't pass *** on two occasions. The first time took over a month to receive notice of the delay. It was over a month longer before I was finally emailed (after multiple attempts to contact someone at Lensable and calling my credit card company to retract the payment) to explain that the second set of lenses also failed inspection. After reading many of the reviews, it seems to be a common issue - which makes the customer doubt the validity of the reason for the delay and wonder if it might be more of a throw down response for untimely processing of an order. Once I finally received my order, I have no issues. The replacement lenses are exactly what I ordered and have eliminated the need to have my arms surgically lengthened so that I can read up close. The end product and pricing is good; however, Lensable needs to work on their communication with customers, and overall turn around time on orders.

Prescription was right on, can see clearly, but that is where the positive features end. I sent in some Razer Anzu Bluetooth frames so I can get prescription lenses that also auto darken in sunlight and I don't have to swap lenses out between the clear and tinted provided with these glasses. Firstly, I was disappointed that the right lens installed in my frames is loose. It wobbles around and makes noise because it is not a snug fit. It feels like it can pop out of the frame at any moment. The left lens is perfectly snug and not going anywhere. Secondly, the lenses look nothing like the tint color I selected. Just looks dark like regular sunglasses when in sunlight and not at all like any special color like was offered and ordered. I was left without my glasses for over a week, maybe two, because the online chat lady said I would get the best fit by sending the frames in when I could have just ordered the lenses separately and had them shipped to me to replace. These glasses are meant and made to be able to swap out the lenses by the user after all. The fit of the right lens is horrible and I can tell there was no QC as simply cleaning the lens reveals how wobbly and noisy it is moving around in the frame. I will never waste my time shipping frames to them again in the future, there is no benefit to this as a feature for "best fit" of the lens with the frame provided. The prescription is good, so they got that part right.

1/1/22 Placed an order online for replacement of existing lenses with prescription(provided) single focus lenses, paid for express overnight *** service- Order# ***- 1/4/22 Confirmed receipt- Website states average processing time 4-7 business days 1/12/22 No communication or status change as per acct so I sent an email 1/12/22 Rec'd reply via email- would get with lab mgr to provide update 1/13/22 email again because acct status didn't change, rec'd reply it would be 2-3 business days 1/18/22 No Status change on acct-no update- I emailed again for status- I did not receive a response 1/19/22 No Status change on acct-no update- I emailed again for status- I did not receive a response 1/20/22 No Status change on acct-no update- I emailed again for status-I did not receive a response (13) business days being in possession of my frames 01/21/22 As per my attached chat with Customer service rep- I requested my frames be put in the mail TODAY because I have no faith or confidence in this company, am very frustrated and just want my $300 Prada frames back so I can go some place else, I am local so I offered to come pick them up and was told that was not allowed nor could they guarantee my frames be mailed today. 01/21/22 Still waiting on lab response. I ordered glasses online from the *** on the same day and I received them last week after international shipping and customs clearance. This is going on (13) days with no progress and this company is in the same city. I am deeply upset regret that I ever sent $300 frames to this company. I just want my order completed with the next (2) business days and if not. I want my frames returned and I want a refund of the services they did not complete. I am sorry I found all the negative reviews AFTER I sent my frames to this company. I highly discourage anyone from doing business with them ever.

Four pairs of frames were sent in at the beginning of the month. A short delay occurred b/c I needed to enter the PD numbers (which I did). However, I was soon made aware that the prescriptions I'd sent in (pdfs of the paper prescriptions from our doctor) were not being followed correctly. As soon as I saw this, I responded to the email and got no reply. So I called and called until I got a live person; and, that person confirmed for me that they were using the same prescription for all four pairs of frames (rather than one prescription for two pairs, and another prescription for the other two pairs). Then, they had the audacity to blame me for this mistake, saying I must've "entered the information wrong in the grid." However, the photos I was sent of "the grid" were handwritten by a lab tech THERE. I only sent the paper prescription pdfs. Then, I had to go through the process of trying to get the order halted because it was being done wrong! Since then, I've been assured that the pupillary distances I entered, and the prescriptions are correct, and the glasses are "in production." However, there is no update (the website 'live tracker' doesn't work) and I have to keep chatting/emailing. At this point, our frames have been there the better part of a month, and still: NO GLASSES. I used this company because the single-vision prescriptions weren't complex and they promised a quick turn-around. My husband and I need these glasses before May (we are leaving town), but the company isn't doing anything but telling me that they "put a rush on it." Yeah, right. It's been 3 weeks, and we still don't have them. Plus, we're literally in the same state - it's not like the shipping distance has anything to do with it... I have zero confidence that we'll get our order or even our frames back, at this point. They owe us completed glasses, or, all our money back and all 4 pairs of frames in perfect condition.

Took over two months for my lenses to be replaced in my frames, customer service is not good, they do not answer the 800 number only Communicate email Order #XXXXXXXXX I sent my glasses in on October 11 to have the lenses replaced I just received them December 16 it seems they said my glasses broke and they needed to re-order a new frame and needed to know the brand and model number which tells me they probably lost my glasses I was very understanding until I got my glasses sent to me and the lenses are so defective with bubbles in them I'm asking them for full refund they never answer their 800 number they'll only communicate with me through email and it's getting so frustrating as these are my reading glasses and I did it with payments through a firm I have been more than patient with with this company I've used them before and had no problems whatsoever but to me this is really unacceptable two months to get them and then when I get them the lenses that I paid *** for that they gave me 10% off than 15% off I finally get the lenses and they have imperfections in them I contacted them through email they told me to send a picture of my lenses I'm just asking for a full refund so I can go to a freestanding vision store and have my lenses replaced I need my reading glasses.I feel they keep dancing around this issue as I said they don't answer their 800 number I've left messages they only communicate through email it's a different person all the time. Let me add the two times before in 2019 I had my lenses replaced they always put the old lenses in the box when they send my glasses to me that they replace the lenses this time they did not put my old lenses in the box which told me they probably most definitely have lost my glasses so they did make good and replace the frames which are a little bit tight on me but as I stated the lenses in the imperfections it's like magnifying glasses with bubbles.

I paid the merchant known as lensabl a total of 447.85 on 11/24. 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.

On July 21 I purchaced mirrored transition lenses for $328.45 ORDER #XXXXXXXXX , I received the order months later and the glasses had the mirror on both sides of the lenses so the did not fade in indoor light they remained fixed sunglasses and because it was done on both sides I could see my own reflection when I put them on. I did not receive my leather case back, instead one of theirs and it was dirty. I asked for them to correct their mistake and return my case. They never returned my case or even agnowledged my concerns regarding recieving it back. I went to my optometrist and paid $150 out of pocket to have him look at the glasses, he said that they were done incorrectly and advised that I get my money back. I sent the glasses back to have them redone and asked for a basic transition because the mirrors turned out so badly. They refused to fix their mistake instead telling me to purchase the again and use a discount code that did not work. I will attach emails as it gets quite confusing. I did as asked, and re-ordered. the new transaction was completed on December 3 in the amount of $250.40 ORDER # XXXXXXXXX. I received an email and they are refusing my order because I used an online discount code. If I were to do as they are directing they would be taking away my first discount and I would be paying more for their mistake and all with no real hand in resolving the situation. I asked that they refund my original order and continue on with the new one and they refuse. I was sent a screenshot of a refund for $20 that I was charged with no explanation, they reversed it after I complained. The refund should be in the amount of $328.45 as well as completing the last order. I have spent $578.85 in total and they have my glasses and case in possession, the glasses are 600.00 German handmade MAKITA ANNA Frames in black with gold arms. I have also attached a photo of the glasses that show the inside reflection. Please let me know if you need any more info

Lensabl messed up my order and has been slow to correct it. Their communication is intermittent and vague. Re: Order #*** 12/30: I contacted Lensabl customer service to confirm my pupillary distance from a previous order before placing a new order. 12/31: I placed a new order for progressive lenses and paid in advance. During the order process I uploaded my new prescription and entered my pupillary distance. I was not prompted to take photos of myself, as I had done for my previous order. After receiving a shipping label via email, I sent my frames to Lensabl. 1/8: When I logged in to my account to check status, I saw an alert that said my segmentation height was missing. I reached out to Lensabl customer service right away. 1/11: Agent *** said, "We can measure it based off the frames if we already have your frames, no worries :)" 1/12: Agent *** said, "Although we didn't get the SH photo from you, we can still get the measurement. We have our own proprietary formula for determining segment height based off the size of the frame and your PD." 1/13: Agent *** said, "We got the SH measurement based on the size of your frame and your PD." 1/25: My glasses were delivered with incorrect progressive segmentation. I could see fine across the room, but my computer screen (middle distance) was blurry, and regular reading distance was out of focus unless I tilted my head back. I contacted Lensabl customer service immediately and requested expedited service. Over the next few days, there was some back and forth with a Lensabl optician named ***. 2/2: Received overnight return label. 2/3: Returned glasses. 2/4: Glasses delivered to Lensabl. 2/8: Lensabl confirmed receipt after I asked. I requested a shipping date. 2/11: Optician *** said, "Your order is estimated to be completed by roughly 2/22, baring sic any issues or rejection in quality check." 2/12: Called Lensabl customer support and left a message (the only option). 2/17: Lensabl has not returned my call. My account still shows that my segmentation height is missing and says the order can't be processed.

The lens made for my frames were not accurate and I wasn't able to see clearly from it. Order date - Sep 24, 2020 Order delivered on - Oct 16, 2020 Order number - *** Payment Amount - 239.75 As soon as I received my order on Oct 16th, I contacted the customer service agent (***) that I am not able to see clearly from the glasses that they sent. The agent told me to get the glasses reviewed by a third party. I got it reviewed by my doctor on Oct 26th. My doctor mentioned that the readings that he is getting from his machine is quite different from the prescription he had prescribed. See the doctor's note attached. I sent the same note to them. After reviewing the doctor's note they told me to send the glasses back to them. On Oct 27th I sent it back to them and I received a response from *** on November 4th that the glasses look fine from their end and that the readings that they are getting from all the points in the glasses are as per Rx. I asked them to test it with the frames that I had sent and they responded that they already did. So I asked them for a refund since they were not ready to remake it and I cannot see with the one that they made for me. *** responded saying that since they are getting the Rx per the prescription it must be that I am not able to adapt to the lens that they made and hence its not eligible for a refund. Please see attached his response. I asked my doctor again if its possible that the test they did on the glasses were incorrect. My doctor responded that its unlikely that his machine is inaccurate because he had 3 different people re-check my prescription and possibly in two different machines. After that I asked them to just send me back my frame on Nov 9th. *** told me on Nov 11th that they have sent it. I received the package on Nov 13th. The package only had the glasses and it was missing my frame. I requested again on Nov 13, to send me my frames back and I finally received it on Nov 16th. During this, while going through my credit card statements I found that they had charged me an extra $21.95 which wasn't noted anywhere. See attached invoice and bank statement.

I ordered replacement lenses for my *** Bottlecaps. My experience was terrible. I ordered replacement lenses for my *** Bottlecaps with gradient grey tint. The first order came back with perfect lenses, except that the tint was so light that you couldn't see it at all. All other features of the lenses were great. I notified the company that the lenses were not tinted. After seeing the photos, a customer service agent sent me a label to return the lenses and frames for a redo. The redo took a month to complete. Here are the problems with the second pair of lenses they sent me. The lenses were not gradient. They were tinted dark gray tint. I paid for polished and rolled edges. They were not polished and rolled. They were flat and rough. The lined bifocal was positioned too high, in my normal field of vision. The bifocal was positioned on the OUTSIDE of the lens. The lenses were made inside out. They look terrible. I don't see how they could have gone through a quality inspection. They did not appear to have anti fog treatment, as they fogged up on me when I walked outside. Furthermore, the update feature of the *** website used to keep you updated of your lenses progress in production was never updated, ever. They stayed at "received" status for a month, which just means they received my frames. After I waited a full month for the redo, I contacted the company to get an update. Only then did they tell me that my order was about to be shipped. The update feature of their website is useless. They DO NOT have a production time of 7-10 days like they promise. With as many mistakes that were made on my lenses, it appears that the company is intentionally abusing their customers that have to have a redo on lenses that need to be remade by purposefully botching the replacement orders. I spent *** to have replacement lenses made and until they deliver on my order, I have nothing to show for it. In the mean time, they are taking new orders and fulfilling them with a promise of 10 day turn around, and I am having to wait a month for at attempt at a redo. To simplify my order and make the results more predictable, I am asking them to make the lenses with a SOLID LEVEL 3 GREY TINT. I am doing this because there was some confusion on their part on how to proceed with making the gradient lenses, and how dark I expected them to be, and the customer service agent kept asking me for photos. So to simplify things, just make them SOLID LEVEL 3 GRAY TINT.

No communication between company and customer. Multiple mistakes fulfilling orders and slow to correct mistakes. The order in reference was placed on 6/21 initially. I had multiple email communications to *** before placing to order to clarify questions that I have about what I wanted to order. i.e. insurance procedures and prescription specification. I placed to order according to the specifics instruction that *** gave and did not hear from the company. The chat service was never available on the company's website and was always being converted into emails. I logged into my account and did not find any order details. I reached out a week later on 6/30 and an associate (***) responded stating it was my mistake that I provided a wrong email address while signing up. ***, the associate stated she was having her team to correct my mistake and linked the account to my correct email address so I can view the details of my order. As of today, 8/3, that does not happen. I still have no way of reviewing my order. On 7/13, I finally got a message from *** stating my order was completed and ready to ship. Between 6/21 when I placed the order and the day that I was informed the order was being shipped, I made at least 3 attempts to track my order and there was no communication returned from ***. I got the order on 7/16 and it was NOT what I ordered. I gave specifics instructions and none was followed. I reached out to *** the same day expressing my concerns and asked if someone could contact me to get this order corrected. There was no communication until another 4 days later when someone stated my order was being "passed" to another associate (***) to "investigate". After attaching all the emails to *** and explained to him what was the issues, a return label was given to me and have the order returned to ***. Another 10 days has passed and the USPS tracking information had indicated that someone from *** had received my returned. As of today, 8/3, I have not heard from anyone from *** that my order has been processed or being corrected. I sent a message directly to ***, the associate who claimed to be investigating my order AND reach out via their website and was not successful with getting any response. Since I am not able to check my order via my account on their website, I have no other means to correct this issue but wait for someone on ***'s action. This order has been in question for 5 weeks and that is not acceptable. I have attached a couple of document to show that *** has received my return.

Claims I did not contact them for double charging. Also, when trying to cancel order, claims I have to be charged penalty I purchased lens replacement for my old eyeglass frame. I used Affirm loan service offered on the website. After completing the online transaction, I noticed that there was double charge for one transaction. I contacted Affirm regarding the double charges. Affirm instructed me to contact the merchant, Lensabl.com. I did so promptly. No response. I proceeded to contact them several times per day, using *** and [protected]@lensabl.com as listed on their website. Strangely, there was no phone number for customer service. Then 4 days later, I received notice from Affirm stating both charges were accepted by the Merchant. I immediately emailed the merchant, lensabl.com again. No response. Then, next day, I receive an email from customer rep named *** that they will refund the second charge. At this point, I emailed the same customer rep that I want to cancel the original transaction as I have lost all faith in the business dealing of this merchant. Then the same customer rep emailed me back stating that I would be charged $10 fee because the shipping box to send in my frame has been sent out already, even though the transaction was approved just the night before. In addition, *** accused me of contacting them just a day prior to his response even when I told them I can prove with documentations in my email that I contacted them no less than 10 times since the erroneous online transaction. I did this because I was communicating with the credit service Affirm and had to prove that I had contacted the merchant. At this point, I emailed them that I still want to cancel the transaction and will dispute the $10 charges because I was in communication with the merchant from the beginning of the online purchase. Furthermore, I repeatedly asked for cancellation of the online purchase and even asked for the penalty $10 charge so that I can finalize cancellation. No response to multiple email request to cancel! I contacted Affirm and they told me that loan can be cancelled and voided only when The merchant cancels the order and refund Affirm. I am at wit's end since the merchant is not responding AGAIN. On their website, they have their policy which states that the order can be cancelled at any time if your eyeglass frame has not been sent. I am dealing with a online merchant with no customer communication. I want to move forward and cancel so that I can get my money back. Furthermore, I have no interest in completing business transaction with online merchant like this.

They haven't responded to my request of returning my frames they damaged. They have not started the replacement process either. On November 13th I placed an order for two frames to have lenses replaced. Order #XXXXXXXXX. I sent in my two frames and paid *** after purchasing a *** Groupon to get a discount. On the yellow pair of frames I noted that they were super fragile and asked that they be careful. These glasses are important to me and I did not want them to break. On the company's website it states that if the team thinks that the frames are too delicate or have a risk of being broken that they will reach out to see if I want them to proceed. Nobody ever reached out stating that they were at risk. In fact I never got any status updates after sending my glasses in. On December 15th I reached out and asked what the status of my order was. On December 17th I got a response saying that my glasses were broken by their team. They did not tell me which pair was broken but I assumed it was the yellow pair. They did not acknowledge the 2nd pair being shipped out or anything which showed their lack of organization. The message did not say anything about sending my yellow frames back to me despite them being my property. The message did mention that they would replace my frames for a similar pair in cost. The yellow frames are old and discontinued and cannot be replaced therefore I requested my property back immediately after receiving that message. I also asked how they would go about replacing them since they are discontinued. I sent over the invoice for the yellow pair of glasses reflecting that they cost *** from SEE The message did mention that they would replace my frames for a similar pair in cost. I stated in the email that they could possibly get me a *** gift card to SEE *** so I could get a replacement. Not only did she mention that previously in an email but their website states that if they break my frames that they will replace them. I also asked repeatedly for them to send my yellow frames back and provided my phone number to give me a call. Nobody ever reached out and nobody answered the calls I made to their office. On December 21st I finally got a response saying that my other pair had already shipped out and that they were submitting a refund that would take 7 days. It was not clear what they were refunding me for, both or just the pair they broke. They also did not acknowledge my questions about sending my property back to me or their replacement policy which I am eligible for. I responded again asking for my glasses to be sent back and for someone to call me and explain how they are going to replace a pair of glasses that is discontinued. Again no response. They don't seem to be reading emails in full and are only responding to questions that they want to answer. They still have my property and I need it sent back to me. I also need them to fulfill their promise of replacing my frames they broke, which they have yet to do. I am owed my yellow glasses mailed back to me, a full refund and a replacement pair of glasses at a *** cost. But they do not answer their phone or respond to emails.

2 frames were sent to get prescription lenses. The company lost one pair and the other I still haven't received. I want a refund and reimbursement On May 8 I paid for prescription lenses on two pairs of frames(order#- XXXXXXXXX) for *** I paid with my MasterCard and I used a Groupon that is why the price was reduced. I sent them my frames and they are quoted as having a 2-3 week turnaround time. On may 27, I emailed them asking when my glasses would be done, same day they replied saying they failed final inspection and had to be redone and be completed in 2-4 days. June 2 I asked about any updates as it was past the quoted time. June 3 they said they sent order status request to lab. June 4 I ask for any updates. June 9, they ask me for frame info for each pair, to get more detailed answer of completion of my order. I respond same day with my frame info, one was a Saint Laurent SL50 in black other is Ray Ban New Wayfarer in black. June 12 I ask , when will I be getting them? June 15, I was ask again. June 15 they respond saying thanks for frame info, they have asked lab for status update. June 16, they tell me the lab got separated from the paperwork and usps tracking shows it was delivered and the frames were lost( Mind you I never got any shipping updates) they said they wanted to reorder the frames, so they asked for a link of where I bought them. July 9 they reach out asking me to provide the links were I bought them. July 9, I apologize for not have seen their email but I tell them how dissatisfied I have become with the lack of updates, since all the updates I had received until now have been because I have reached out, also I provide the links to the frames. https://www.glassesusa.com/shiny-black-large/saint-laurent-sl-50/XX-XXXXXX.html https://www.glassesusa.com/black-medium/ray-ban-5184-new-wayfarer/44-p3645.html July 11, they tell me they will order the frames and rush production. July 23, I ask if they have gotten the frames yet, I again tell the about my frustrations and ask if they could at least upgrade my lenses for all the hassles and delays. July 24, they just say they have sent order status request over to the lab for specific date of completion. July 25, they tell me they received a call from the frame supplier that they have discontinued the frame. They have been discontinued everywhere, they ask me to pick out an alternative frame. July 27, I ask to be reimbursed for my lost frames and refunded my money for the lenses. It had already been over 2 moths and didn't want to deal with this any longer. July 29, they say the ray ban is in production and will be completed in 2-3 days. For the saint laurent they say they need a receipt showing how much was paid. They say they can only provide payment through PayPal. For the 1 lens order they say they can refund. July 29, I tell them that I don't have the receipt as the frames were purchased so long ago, I again send them the link so the (now sold out) glasses. August 6, I ask what's going on, I reiterate that I don't have a receipt and that I want a refund, as I don't want to do business with them. August 10, I ask for a refund again and reimbursement for my frames. August 12, I ask for a refund again.

Transitions Lenses ordered for Bose Frames sunglasses had numerous manufacturing defects & customer service is uncooperative. In order to maintain a valid warranty for the Bose Frames, all customers are required to order lenses from Lensabl, Inc. 06 January I ordered Transitions lenses from Lensabl, Inc. 11 January Received them, discovered "scratch/spec" defects looking like as I described as small snowflakes. 12 January Immediately reported to Lensabl concerning the defects. I immediately asked for an RMA and refund for the defective lenses due to the poor quality of the lenses. 14 January Lensabl asked me to send pictures & offered a replacement in which I was not in favor of. 16 January Upon preparation of taking pictures of the defects, I found MORE DEFECTS. I was very upset & concerned as I went out to seek professional local assistance on the evaluation of these lenses (Several and independent Optometrists/Opticians). Essentially they discovered the following manufacturing defects: 1. The excessive scratches/snowflakes are called "crazing". Caused by poor coating application. 2. The "nasal chip/s" are due to "bad safety bevel" application. 3. All the professionals are in doubt of any "polarized" application. 4. The NEW finding was also that the right lens is actually "warped" showing "distortion". I was clearly upset with this experience so far, as I sent these findings to Lensabl & rejected the offer of a replacement. I responded with requested pictures & required an RMA & refund. No response from the *** the representative or Lensabl, Inc. so I opened a dispute case with my credit card company concerning this issue. EXACLY A MONTH PASSES BY SINCE HIS REPLY 17 February The same representative finally emails but with the essentially the following: He: 1. Informs me for the first time that they have a no refund policy. For something as so significant as a no refund policy, it was not provided or easily accessible during the entire ordering process. That is unacceptable, especially when this company has gained a *** account contract with Bose. 2. Offers me to have them sent back for evaluation EVEN AFTER I PROVIDED ALL THE PICTURES & INFORMATION HE ALREADY NEEDED. 3. Then upon evaluation & confirming results have a new set remade & sent to me. The extremely late reply is poor handling & unacceptable. The nature of the document is as if *** is contacting me for the first time when we have been corresponding all throughout this ordeal since January 12. It seems I wasted my precious time to take pictures, have them evaluated independently, & document well in detail for nothing. *** DID NOT EVEN OFFER ANY SORT OF COMPENSATION SUCH AS A DISCOUNT, OR OVERNIGHT/2ND DAY SHIPPING FOR THE REPLACEMENT. With the poor quality of workmanship of these lenses due to multiple manufacturing defects & poor customer service, I have no confidence with this product & service of warranty, thus demanding an RMA & refund immediately. I expected superior service and products as they are affiliated with the world class company Bose, but it failed to meet my expectations, or anyone else's for the same matter. I demand a complete refund of $263.60. *Lensabl has all the communications. I can provide any related documentation upon request.

broke one of my frames while replacing lenses, and damaged another frame. They promised to fix these issues but have not and are unresponsive I placed an order with *** to have new lenses fabricated and inserted in two sets of frames. The order # is XXXXXXXXX. One set of frames was brand new ("Frame 1"), and the other was several years old ("Frame 2"). Both were made by *** (Frame 1 is the *** model, and Frame 2 is *** accepted both sets of frames without noting that they were "risky" upon receiving them. (This is relevant because, according to their own terms and conditions, by accepting the frames, they accepted risk of breakage, and the policy on their website states that they will replace frames that they break.) See *** ("If your frames are not marked risky and are damaged or break during the process, we will replace them for you, free of charge.") On Friday January 29, I received Frame 1 back from *** but not Frame 2. I repeatedly emailed customer care at *** to ask what happened to Frame 2 (tracking info provided showed Frame 2 incorrectly as having shipped in the same box as Frame 1). After multiple follow up emails, I was finally notified by email (from *** in customer service) late that evening on January 29 that the lab broke the frames while replacing the lenses. *** asked me for info re the frames that were broken by *** and said that *** would buy me new equivalent frames. I found this encouraging and provided the requested information. I came back from the weekend and then actually inspected Frame 1, whereupon i found a sizeable scratch in the inside of Frame 1 which you can feel with your finger quite distinctly. It seems that the *** lab was not careful when inserting the lens into Frame 1 so damaged that frame as well (although did not destroy it). I did not receive a reply from *** customer service over the weekend re Frame 2, but let them know by another email about the damage to Frame 1, and sent an email showing the scratch (unfortunately the camera doesn't capture the scratch as well as the naked eye, but it is definitely there, and is more than just a surface scratch). *** wrote back on February 1 saying she had escalated the issues to the lab management, and would also take care of replacing Frame 1. (She didn't ask me what the make/model was so not sure how exactly she planned on doing this, but frankly I was focused on Frame 2 at that point, given that it was a total loss.) Since, I have repeatedly emailed to ask what the status is of *** ordering me another Frame 2 (the priority, since those were completely destroyed), and also providing compensation for damage to Frame 1. I have encountered radio silence since this last reply. While the Feb 1 reply from *** seemed well intentioned, there has been zero follow through not an acceptable level of customer service, especially in light of the fact that *** is in the business of providing medical devices, and when it breaks them, should make good asap. I have all the correspondence in email and expect that *** will do what it said it would do promptly. Note: payment was made in advance using an *** card. I have paid for lenses for Frame 2 but still not have received them (and of course Frame 2 itself has been destroyed. Frame 2 costs *** new).

Order is unaccounted for, and company is unaccountable. Delays in delivery and poor customer service with an attitude. Order # *** Problem is ongoing. Applied a Groupon discount to my purchase. Balance paid in fill by Visa. Please see the attached thread: *** (***) Dec 11, 11:45 AM PST Hi ***, I sincerely apologize again that the order has taken longer than anticipated. Once an order has been placed into production, we can no longer cancel and refund the order. The lab advised that the lenses are in the mounting station at this time and assuming it passes final inspection it will ship out today. I am physically at the lab today to check on it as well. Once shipped, it will go out as UPS overnight. Thanks! *** Customer Care Team www.lensabl.com *** Dec 10, 10:43 AM PST The timing is becoming excessive. Your tracking tool on the website shows no advancement of my order, and it is going on three weeks! Please refund me in full and I will buy some sunglasses elsewhere. Thank you. Sent from my iPhone *** (***) Dec 10, 10:28 AM PST Hi ***, I am reaching back out to the lab for another update on your order. Due to the delay and inconvenience, we will apply an additional discount to the order and refund you back the difference. Best, *** Customer Care Team www.lensabl.com *** Dec 6, 4:40 PM PST Thank you for getting back to me. At this point, I think you should offer more than just an apology. I know you're trying to build a business and right now, I am having a pretty upsetting experience. I thought the idea of reusing my frames was pretty great, but I am not sure I can give *** a positive review. All I really wanted was for my sunglasses to be made and sent back efficiently. What can you do to sweeten my experience? Sincerely, *** Sent from my iPad *** (***) Dec 6, 3:12 PM PST Hi ***, I looked into this further and unfortunately your order had a rejection in final inspection, and lenses had to be put back into production. This generally means the lens had a blemish. We have already restarted your lenses and anticipate them being completed in ~2-3 business days. Please let us know if you have any additional questions Kind regards, *** Customer Care Team www.lensabl.com *** Dec 4, 4:43 PM PST Good Evening, In response to your email, I must say I am rather unimpressed. By my count, you have had my frames for 5 business days and there is no apparent progress. These are simple non-prescription sunglasses. I have had very recent cataract surgery and really could use them, as we have had a snowstorm. Had I known that this process was going to take so long, I would have gladly spent a few dollars more and bought a new pair of polarized RayBans. I do hope these will be on their way back to me by express shipment very soon. Sincerely, *** Sent from my iPad *** (***) Dec 2, 8:00 AM PST Hi ***, Thank you for reaching out here! It looks like your frames were received at our lab last week. Please note that with Thanksgiving, processing and shipping is delayed a bit. Once we receive your glasses, lenses production takes about 4-7 business days barring no issues in quality check once the lenses are mounted, and then the time to return them to you. Please let me know if you need help with anything else and happy to provide updates later this week if you follow up as well! Kind regards, *** Customer Care Team www.lensabl.com *** Dec 2, 7:34 AM PST Good Morning, Please update me on when I will be able to expect my Order #*** to be delivered. It seems like it is taking a long time for non-prescription lenses. Thank you. *** Sent from my iPad

Company Procedures *** I am a overly frustrated FIRST time and most likely last time customer. I am here to hopefully help other consumers to catch on to the things I wish I knew before trusting the reviews which I read online. This review has nothing to do with my care representative ***, but with the company procedures and practices. What's suppose to be so seemingly simple can so easily become a never ending nightmare for people using this site. I initially saw a deal on Groupon that I purchase with some great reviews which led me to try it out. The process of putting in your order online was easy. Unfortunately, I purchased the wrong type of lens on the coupon and was told that I wouldn't be able to somehow transfer the the deal to the proper one even if I cancelled and repurchase the right one. I didn't care Too much and paid in full for the rest of what now is owed when in reality the coupon in which I paid if corrected would've been the same amount all together. So I lost the deal and paid more which is fine. My issue with this whole process there is no phone number for customer service to help you at all. The care team you talk to is through email only (not even chat is real "chat", it just leaves them a message), and takes days to respond at times. So for people who run into issues with their order it can take forever. For myself, literally August 4th-September 3rd was how long it took me to get my glasses back and I live in the same state and one county over from this company. That is way too long. If I knew of this, I would've had a shop in my neighborhood take care of my lenses. The care representative is so sweet, but the way they are told to handle things is not right. Our messages shouldn't be pushed down as a new ticket on the care representative's list every time we communicate. They won't know any better than to work in order. It's not their fault. But we as customers shouldn't have to pay for it in time as well. There should be a little kindness shown for mistakes that are made to show company integrity as well. We shouldn't be told that the same exact amount of money that would be paid on two different items couldn't be adjusted for a cheaper type of lens if it's literally the same exact amount. Money is money. That rubbed me the wrong way from the gate as I own a few businesses myself. I wouldn't want my customers to feel like a transaction. After getting everything sorted out through e-mail they got my glasses done and back. And I forgot, I had to ask a few times for the original lenses back just in case my lenses don't work for me. But for anyone who needs to know, they don't guarantee you get them back so don't put them in your frames if you want to keep them. Send it without it. Because I left a note and asked my care representative a few times, I did get them back. But when I received my glasses today, I then didn't get the original Dior case back. Which common sense goes, anybody would want it back. Anybody. I bought them with the glasses. And anybody that works at the company would think, this has value and I'm sure the guest would want it back so please just put it back. You are saving yourself a case by returning my glasses in my case. Let's put marketing aside. When I let my care representative know, she said that instructions in the box they provide and email says to not send it. I didn't remember reading that, but I did ship without their box and had many shipments come crushed so my instinct was to protect my glasses so I sent them in the case. So it's just simple things I think that they need to fix and one big issue. Change the procedures as far as the integrity of the items that is sent to you. Everything should be returned as sent. We as consumers are trusting you to take care of our valuables. And also, have a customer service phone line to help guests out much faster. It's a business. It will make it easier for your team as well.