“Ordered prescription glasses which arrived bent. I suspect this is from incorrect lens installation by Alensa, as I've never experienced this problem before with ordering prescription glasses. Alensa asked for them to be returned to them, which tracking shows they received within 2 days of me sending back. Alensa then told me it would take up to 25 days to process a repair, which, since the glasses I ordered were to replace broken glasses, is a very long time to go without seeing properly (this is in addition to the 13 days it took Alensa to send me the glasses initially).
I asked Alensa to process a refund instead so I could order the glasses from another supplier who would take less than 25 days to get me, which they agreed to do- in full. I then got an email from them to say that they will not refund the prescription lenses part of the order, only the frames. I'm now down the cost of prescription lenses due to no fault of my own, as well as a lot of time without any glasses.
Note that Alensa are based in Czechia which apparently adds a lot of delay to any customer service help that you need. Additionally, their support reps have often taken multiple days to reply to my emails, as well as ignoring me completely on occasion. As mentioned already, they changed their mind on refunding the glasses- despite two of their support reps saying I'd get a refund in full.
I'm sure Alensa will reply to this saying that customised prescription lenses are not refundable- but since the goods were faulty they should be refunded in full, not just the frames. It's really bad customer service and I would recommend against using Alensa for any prescription glasses, they are not a professional company.”
“Alensa didn’t deliver and is not offering replacement or refund. Nothing. I‘m going to have to file an official complaint with consumer protection to try to get my money back”
“I bought a pair of 200 euro glasses, waited several weeks for them to arrive and I wasn't happy at all with the lenses. Long story short, Alensa refused to refund my money and have also kept hold of the glasses after I returned them! Avoid if you want good customer service and honesty.”
“I ordered prescription glasses with frame, paying extra for upgraded lenses with the thinnest material (1.67 refraction index). When received them, I realized that they saved money by not using the right lenses opting for the thickest ones (and cheapest) instead. Because I also have the exact same model of glasses with the same 1.67 refraction index it was obvious they're attempting to scam me. The thickness of the lenses was so bad the glass protruded from the frame.
I asked for a refund or to put the lenses I actually paid for. In response i was asked to send glasses back (which I did).
After that, the support stopped responding to me entirely. It has now been more than 4 weeks since I sent the glasses back and the support is yet to respond.
They basically took my money and didn't deliver anything.
I'll be filing a complaint in court, but just wanted you to know to better stay away from them.”
“I was shocked , Gucci glasses were damaged , chipped and one len’s did not fit in frame , box damaged , prescription not accurate , I can not state how awful Alensa are”
“Do not order glasses with this company – worst purchase ever. Ordered in April, the glasses were sent without the correct prescription. It took over six weeks following the return of the glasses to be sent a new pair. The new pair broke after three times of wearing. They refuse to provide a refund and say it will be a month before they can even decide what they will do. I needed glasses immediately. It will be four months by the time they come back to me as to what they intend to do. I just want my money back and to get glasses from a reputable company. Terrible customer service. Avoid and go for a UK based glasses company.”
“Please do not order from their website! Don't be fooled by their low prices, you will pay a price for that! I ordered prada frame.I received the product with scratches. I got in touch with the team who asked me to send them videos and pictures of the product. They said I can't exchange the product but only get a refund. My money was refunded and I was asked to place the order again. Even after 7 days of placing the order for the same product, I did not receive any news about shipping or delivery. You can contact them only by email and not a customer care helpline. I wrote two emails to them asking about the delivery of the product,but got no response back! I then chatted with an online agent and a asked for a response to my email. I was leaving on vacation and wanted to carry the frame with me and make lenses in my country. I just received a response saying that a refund has been issued, without even me asking for it! I emailed them back saying I need the product, not the refund, but again no response.
They wasted my time,I could've ordered it from another website and taken my glasses me with
They are utterly unprofessional, know how to ignore clients when they cannot take responsibility for their misdoings!”
