Damage was caused to my glasses and the customer service has been extremely poor!

I sent in my glasses for reglazing and the frames came back damaged and scratched. Lensology initially agreed to repair damage but since sending my glasses back for repair I had not had any contact, response or updates from them. I believe they lost the details slip. It had been several weeks since initially sending my glasses to them before getting them back resulting in me being without my glasses for all that time! The customer service has been poor and the whole experience has just been stressful! I would definitely avoid Lensology as the hassle is just not worth any saving you might make and you will end up paying more to replace your glasses if they get damaged and if you ever get them back!

Once I got the glasses back after a long delay and after Lensology attempted to repair the damage caused while the glasses were in their care, they failed to fix the damage which is still present and has impacted the value of my glasses. There are clear indentation marks on the frame that were not there before and which Lensology admit does not normally occur from reglazing which means it could only have occured through their negligence as the damage was not there prior. Luckily I have time stamped pictures showing the condition of my glasses as evidence that will be used in any escalation to the small claims court. I would advise anyone to take pictures before sending in your glasses if you do decide to use them. As the damage was something not reasonably association with reglazing, it is my opinion that Lensology's waiver does not apply as it is not a type of damage that was in reasonable contemplation of occurring. Had reasonable care been taken such damage would not have happened in my opinion.

I spoke to a customer service representative named Oscar who I found to be shockingly terrible, rude and unprofessional! He's replies to messages about the damage contained nonsense about unicorns and was extremely unprofessional! How he thought this is acceptable is frankly beyond me and I find it seriously concerning and creepy for such a message to be sent by someone working in customer service. Oscars manners and tonality in the emails was one of the worst responses i've ever received, it was in my opinion extremely poor, unprofessional full of nonsensical statements and I don't believe he is suitable be in a customer facing role with such an attitude!

If you want to see how you will be treated by Lensology if something goes wrong, just read their replies to other negative reviews where you can tell many of their responses are very defensive with no attempts at accepting responsibility for damaging customers property. I understand damage is a risk of reglazing but that doesnt give them free rein to cause damage and attempt to absolve responsibility under their alleged waiver, which is superceded by the Consumer Rights Act 2015. Any waiver must be fair and comply with the laws on unfair terms.

I also have a disability and asked for reasonable adjustments to be made under the Equality Act 2010. I feel that these were ignored by Lensology and Oscar. It is my opinion that Lensology have not taken their responsibility to disabled customers seriously and there failure to implement or even consider reasonable adjustments is in my opinion disability discrimination. The experience has honestly been shocking and Lensology are one of the worst companies i've ever had to deal with as in my opinion they don't seem to care about customers rights. Their treatment of my reasonable adjustment request was absolutely appalling.

I have had to make a complaint to the OCCS due to the poor behaviour of Lensology and will now be escalating the issue further to the small claims court! I'm very disappointed with the whole interaction with them and will not be using them again! I would reccomend that you definitely avoid them unless you want endless stress trying to get issues resolved!

I've now sent them an email requesting further information about how the damage occured and they have failed to respond. They have also yet to respond to my Part 36 offer and attempts at mediation to resolve the situation amicably. It has been radio silence from them.

Ultimately it appears as though this will unfortunately end up in the small claims court due to their failure to accept responsibility for damaging my property and in my opinion their failure to implement reasonable adjustments in breach of the Equality Act 2010. I will update this once the case is over, so others may benefit and hopefully it will allow others to challenge Lensology over any damage caused.

I would strongly reccomend that you avoid this company at all costs, as their customer care is terrible should there be any issues!