Avoid if you expect any meaningful after-sales support
I wanted to like this company because the frames are excellent. Unfortunately, the experience after reporting a problem has been extremely disappointing. I ordered progressive (varifocal) glasses using a current prescription. The distance vision is clear, but the reading portion of the lenses is not usable, making the glasses unsuitable for close work. What followed was days of repetitive, scripted emails. I was asked the same questions repeatedly despite already answering them. I provided my prescription more than once, confirmed it was correct, supplied my PD measurement, answered every troubleshooting question and even provided a head-on photograph as requested. Each time I was told more questions were needed before they could identify the problem. Their public response states they made the glasses according to my prescription and that “many factors affect the wearing effect”. However, privately they have now told me they have identified the cause: my PD was not included when the glasses were manufactured. The problem with that explanation is that their website accepted my order and manufactured varifocal lenses without requesting my PD beforehand. I was only asked for it after I reported that the glasses were not functioning correctly. Even more disappointing, after concluding that the missing PD was the cause, they did not offer to remake the lenses. Instead, they offered me a 20% discount on buying another set of lenses to correct the problem. As a customer, I do not believe I should have to pay again for functioning varifocal lenses when the order was accepted and manufactured without a measurement they now say was essential. I genuinely like the frames and simply want the lenses I have already paid for to work correctly. Instead, I have spent days exchanging emails with very little progress. If Lensmart remakes the lenses and resolves the issue properly, I will happily update this review. At the time of writing, however, the after-sales service has been frustrating, slow and focused on repeated questions rather than resolving the problem. UPDATE: After making the lenses incorrectly the solution after three weeks of emailing is to pay to return (they made the error - I'm expected to pay postage back to for the pleasure to receive a partial not full refund) or they will make me some new lenses that I am expected to replace the current lenses with, and in doing do risk breaking the frames. They sent me a random link to another companies youtube to show me how to do this. Ive also been told that by accepting this solution to the companies own error, I wave all my rights to a return should the lenses sent not be correct. Avoid this company at all costs.