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Business Profile

Optical Goods

LensesRx Optical

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Optical Goods.

Complaints

Customer Complaints Summary

  • 5 total complaints in the last 3 years.
  • 0 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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Complaint status

Complaint type

  • Initial Complaint

    Date:06/23/2023

    Type:Sales and Advertising Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I purchased a pair of FRAMES only 6/2/23. I had not heard anything so I contacted them 7 days later, they sent an email advising the product was delayed but I'd have them the end of the following week 6/15/23, I advised them (via email) that I needed this product no matter what before 6/23/22 as I'm leaving the state for a few weeks and need the glasses to see while driving. They assured me I'd have them. 6/15/23 comes around, still no glasses. I was then advised they would be receiving them 6/21/23 and I would get them overnighted after they refunded my shipping costs and get them by 6/22/23. Today is 6/22/23 and now they cannot get them to me, they offered to forward them to where I'll be, but evaded guaranteeing that. I asked about 5 times in various emails and called and left 3 voicemails to have a manager contact me, ***** who was corresponding via email ignored the multiple times I asked with no explanation as to why. They offered a refund, but that does not help me acquire a pair of frames in less than one day. This is the worst I've ever had to deal with an online purchase.

    Business Response

    Date: 06/23/2023

    Customer's order has been refunded in full as we were unable to provide the purchased product by their deadline.

    Customer Answer

    Date: 06/23/2023

    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been 

     

     

     Business has not acknowledged the repeated lies via email. They refunded me ONE day before I needed the glasses and have no ability to get another pair in time.

     

    In order for the BBB to appropriately process your response, you MUST answer the question above.


    Sincerely,

    *************************




     

  • Initial Complaint

    Date:02/28/2023

    Type:Service or Repair Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I place an order on 02/14/23 for frames and lenses for a total of $212.93. I received them yesterday 02/24/23. The frames are bowed by over a 1/4 of an inch so they do not fit. The front part of the frames are also bowed out so they don't sit flush on your face. Then they inscribed dots in the shape of an eyebrow on the lenses so when I put them on alls I see our dots. They are refusing to give me a prepaid to send back the junk they sent and then I'm sure there not going to give me a 100% refund for all fees paid because I paid extra to have this c*** sent to me expedited. I want a prepaid label to return this garbage and a full refund of everything I paid for

    Business Response

    Date: 02/28/2023

    Return was approved on 2/24/23, a prepaid return label was generated (and used by customer). Merchandise was received back by us on 2/27/23, full refund was issued on 2/27/23.

    Customer Answer

    Date: 03/01/2023

    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

    Full refund was not issued I paid $212.93 refund was only for $202.56

     

     

     

     

    In order for the BBB to appropriately process your response, you MUST answer the question above.


    Sincerely,

    ***************************




     

    Business Response

    Date: 03/02/2023

    Customer was refunded $212.93

  • Initial Complaint

    Date:10/12/2022

    Type:Service or Repair Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    On September 15 2022 I sent out a pair of glasses from the brand Zenni to have my optical prescription updated from Lensesrx. When I received back my order I notice the glasses were not the same ones. Similar in style but were not the originals I sent out. The reason I know is that I have purchased the same glasses from the same vendor Zenni multiple times. I have checked all y past orders from ***** and can confirm that each pair I have ordered are the same one. Second, when shipping out my glasses I compared them because I wanted to make sure I sent the ones in the best condition. On October 8, I reached out to Lensesrx and denied any claims of having the frames swamp nor did they take any accountability or offered a solution. In the email, I sent pictures for proof and comparison, proving I did not receive the same ones I had sent out. Not to mention expedited shipping was not met.

    Business Response

    Date: 10/13/2022

    The frame which was sent to us is the exact same item we returned to the customer. We have no reason to swap customer merchandise, nor would we ever engage in such activity. Furthermore we do not sell Zenni brand frames and would not be able to switch one of their items out for another. Customer is welcome to return our lenses to receive a refund on the purchase.

    Customer Answer

    Date: 10/13/2022

    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

    Exactly, the frame I received in return are NOT Zenni, and what I sent were *****. I reached out to ***** and confirm that the frame I received are not Zenni. I decline the refund because it doesn't take into account the cost of the original frame I sent. Since I have an extra pair I would like  for the order to be updated  and a 50%  discount on prescription a second frame of my choice  to take the cost of the glasses I sent with free shipping included. 

     

     

     

     

    In order for the BBB to appropriately process your response, you MUST answer the question above.


    Sincerely,

    *********************




     

    Business Response

    Date: 11/14/2022

    Customer can either return our lenses to us for a refund, or keep the order as is. The frame sent to him is the exact frame he provided us with.

LensesRx Optical is NOT a BBB Accredited Business.

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