Lenstore Reviews 

Reply from Lenstore

Jul 27, 2026

Hi Gary,

Thank you for taking the time to leave your review. We are very sorry to hear that the replacement contact lenses did not meet your expectations and sincerely apologise for the disappointment this has caused.

We understand how frustrating it must be to purchase an alternative lens following the discontinuation of your usual brand, only to find that it was not suitable for you.

As every contact lens differs in terms of material, design, fit, and performance, we strongly recommend that any alternative lenses are fitted and approved by your Optician before use, even if they have been suggested as a replacement for a discontinued product.

To help us investigate your concerns further, we would be grateful if you could provide a copy of your current valid contact lens prescription.

We will be reaching out to you shortly via email from wehearyou_ls@lenstore.co.uk to gather this information and provide further assistance. If you do not see our email in your inbox, we kindly ask that you check your spam or junk folder, as it may have been filtered there.

Thank you again for your feedback. We look forward to hearing from you so that we can assist you further.


Best wishes,
Lenstore | Voice of the Customer Team

Reply from Lenstore

Jul 27, 2026

Hi Paul,

Thank you for taking the time to leave your review. We are very sorry to hear that your order did not arrive when you expected it to, and we sincerely apologise for the inconvenience this caused.

After reviewing your order, we can confirm that it was dispatched on the same day it was placed, 18th July. According to the Royal Mail tracking, a delivery attempt was made on 19th July, but this was unsuccessful as there was no answer at the delivery address. The parcel was then successfully delivered on 20th July.

We acknowledge how disappointing it is when a delivery is delayed. In some cases, if the courier is unable to hand the parcel to someone at the address or cannot find a safe place to leave it, they will make another delivery attempt on the next available day.

We will be reaching out to you shortly via email from wehearyou_ls@lenstore.co.uk to provide further support. If you do not see our email in your inbox, we kindly ask that you check your spam or junk folder, as it may have been filtered there.

Thank you again for your feedback. We appreciate your patience and hope to provide you with a smoother experience on your next order.


Best wishes,
Lenstore | Voice of the Customer Team

Reply from Lenstore

Jul 27, 2026

Hi Rita,

Thank you for taking the time to leave your review. We are very sorry to hear about your recent experience and sincerely apologise for the frustration and inconvenience this has caused.

We completely understand how disappointing it must have been to place your order, expect it to be dispatched, and then be informed that it had been placed on hold. We also appreciate how frustrating it was to have to purchase your contact lenses elsewhere, only for your order to arrive a short time later. We are equally sorry that the communication regarding your order was not as clear or timely as it should have been.

After reviewing your account, we found that it had previously been flagged for manual review following earlier prescription-related reports. As a result, subsequent orders were automatically held for verification. However, having reviewed your more recent orders, we have now removed this restriction from your account. This means that any future orders for your usual contact lenses will be processed and dispatched as normal, provided the items are in stock.

We also understand your request for a refund. Unfortunately, as the order has already been delivered, we are unable to issue a refund unless the products are returned to us in accordance with our returns policy.

We will be reaching out to you shortly via email from wehearyou_ls@lenstore.co.uk to provide further support and discuss this matter with you. If you do not see our email in your inbox, we kindly ask that you check your spam or junk folder, as it may have been filtered there.

Thank you again for your feedback. We truly value your loyalty over the past 10 years and hope we have the opportunity to restore your confidence in our service.


Best wishes,
Lenstore | Voice of the Customer Team

Reply from Lenstore

Jul 27, 2026

Hi Victoria,

Thank you for taking the time to leave your review. We are very sorry to hear that the appearance of your new contact lenses was unexpected and that this left you feeling disappointed. We sincerely apologise for any confusion this may have caused.

After reviewing your order, we can see that you used our One-Click Switch to change from ACUVUE OASYS 1-Day for Astigmatism to ACUVUE OASYS MAX 1-Day for Astigmatism.

The ACUVUE OASYS MAX 1-Day for Astigmatism lenses feature an OptiBlue™ Light Filter, which is designed to filter blue-violet light from digital screens and other everyday light sources. As a result of this technology, the lenses can have a yellow-green tint when viewed on the eye. This is a normal characteristic of this specific lens type and is not a defect or a coloured cosmetic lens.

https://www.acuvue.com/en-us/products/acuvue-oasys-max-1-day-for-astigmatism/

We understand, however, that this may have come as an unexpected surprise, particularly if you were accustomed to wearing clear lenses previously.

We will be reaching out to you shortly via email from wehearyou_ls@lenstore.co.uk to provide further support and discuss this with you. If you do not see our email in your inbox, we kindly ask that you check your spam or junk folder, as it may have been filtered there.

Thank you again for your feedback, and we look forward to assisting you further.


Best wishes,
Lenstore | Voice of the Customer Team