Lenstore Reviews 18,336

Reply from Lenstore

Nov 18, 2025

Hi Silvia,

Thank you for taking the time to leave your review. I’m truly sorry for the experience you’ve had — waiting so long, facing repeated delays, and then dealing with a lost parcel is absolutely not the level of service we ever want you to go through. We completely understand how upsetting and inconvenient this must have been, especially when you were expecting items listed as in stock.

We’ve looked into your order, which included Avaira Vitality (6 lenses) in -10.00 and -10.50, and I’m really sorry that the process ended up being far more complicated than it should have been. You should be able to rely on us for clear information and timely delivery, and we recognise that we fell short here.

Because manufacturer stock can change so quickly, they’re unfortunately unable to tell us in advance which prescriptions will face delays. We only become aware of a severe delay when the expected dispatch date has passed, and at that point an automatic email is sent to let you know what’s happening. That email also advises contacting us if the order isn’t fulfilled within 72 hours, as we may have received new updates from the manufacturer in the meantime.

We accept payment even when lenses are on order so that your prescription can be secured as soon as stock arrives, preventing it from being allocated to another customer. The estimated delivery dates shown at checkout are based on the manufacturer’s expected timelines, and while we usually receive lenses within 1–2 working days, delays like the one you experienced can occur — and we completely understand how disappointing that is.

We’re genuinely sorry this situation caused you so much inconvenience, and we really appreciate your patience throughout.

To help make things right, we’ll be reaching out to you via our email [email protected] to offer compensation for everything you’ve been through.


Best wishes,
Lenstore | Voice of the Customer Team

Reply from Lenstore

Nov 14, 2025

Hi Wayne,

Thank you for taking the time to share your review. We’re truly sorry for the inconvenience you’ve experienced, and we completely understand how frustrating this situation must feel.

To help us look into this urgently, could you please provide your return tracking or proof of postage? Returns do undergo verification, and with many parcels being processed each day, this can sometimes take a little longer. When your return is received in our warehouse, our team will unpack the order, inspect the products and check the items returned. We understand this delay has been disappointing.

We also noticed that your review was posted on the Italian Trustpilot page. For UK orders, the UK-specific Trustpilot site is the most direct route for feedback to reach the correct team.

We’ll also reach out to you directly via our dedicated email [email protected] to offer further assistance and ensure this is resolved as quickly as possible.


Best wishes,
Lenstore | Voice of the Customer Team

Reply from Lenstore

Apr 9, 2025

Hello Ru,

We sincerely apologize for the inconvenience caused by the delay in your contact lenses delivery. We understand how frustrating it can be when you rely on prompt delivery, and we truly regret that you were unable to receive your lenses as expected.

We have sent you an email requesting your account details so we can investigate what happened and get to the bottom of this. Once we have the necessary information, we will resolve the issue promptly and ensure you receive your lenses as quickly as possible.

Thank you for your patience, and we genuinely appreciate your feedback. We take your concerns seriously and will certainly review the courier options to avoid such issues in the future.

Best wishes,
Lenstore Team

Reply from Lenstore

Nov 4, 2024

Hi Cardiff,

Thank you for taking the time to leave a review.

I hope you are well, I am really sorry that the price is cheaper when you google it compare when adding the item on the basket and thank you for giving us the opportunity to help.

I have to look into this, you may also send us a screen shot of the price that you can see on the website so we can verify.

For faster assistance you can call or chat with us as well.

Best regards,
Lenstore

Reply from Lenstore

Jul 9, 2024

Hi Mjones,

I hope you are doing well.

We understand your frustration with the delivery delay and lack of communication. We strive to provide accurate delivery estimates and excellent customer service. We sincerely apologize for the inconvenience this has caused. We are committed to investigating this matter further and ensuring that your experience is addressed. Can I have the order number so that I can investigate and check what option I can provide from here?

Best wishes,
Adrian

Reply from Lenstore

Jul 8, 2024

Ciao Chris,

Spero che tu stia bene.

Mi scuso davvero per l'inconveniente, per poterti assistere in merito a questo ordine. Ho inviato una richiesta di informazioni per il numero d'ordine in modo da poter vedere qual è l'opzione migliore che posso fornire.

Le faccio i miei migliori auguri,
Adrian

Reply from Lenstore

Jun 17, 2024

Hi Paul,

I hope you are doing well.

I understand your concern and I do apologize for the inconvenience, since I was not able to get your information to turn off the auto email notification. You should be able to find it on your account just untick the box where you can receive email notification.

Please let us know if you have further concern. We are more than willing to assist you.

Best wishes,
Adrian

Reply from Lenstore

May 1, 2024

Hello Anna,

Thank you for taking the time to review our service.

We are sorry to see that your order has not arrived yet and we apologize for any inconvenience caused.

It wasn't easy for us to read how disappointing your experience was, but your feedback helps us improve our services for the future.

A member of our customer service team will contact you very soon to investigate this issue and provide you with the best solution.

Team Lenstore

Reply from Lenstore

Apr 29, 2024

Hello Ali,

Thank you for taking the time to write a review and sharing your experience.

An excellent level of customer service is something we always aspire to, ensuring that every customer is satisfied, every time they order and so, we are very sorry to read how bad your experience was.

We can see that a member of our customer service team has already taken steps to assist you in resolving the issue.

Your satisfaction is incredibly important to us, and we are fully committed to ensuring the best service.

Once again, we want to express our apologies for any inconvenience this may have caused.

Team Lenstore

Reply from Lenstore

Mar 26, 2024

Hello Alison,

We're truly sorry for the issues you've experienced with your order and the communication difficulties that followed. Your feedback is important to us, and we aim to resolve concerns promptly.

We can see that someone got in touch with you to assist you further.

Best wishes,
The Lenstore Team