Alensa レビュー 

Alensa からの回答

2025年4月9日

Hello Adiel, thank you for your review! We are glad to hear that your order arrived promptly and exactly as expected. It’s always our goal to provide a smooth and reliable shopping experience. We appreciate your support and look forward to your next visit!

Alensa からの回答

2025年3月31日

We appreciate your kind words and are thrilled to hear you had a positive experience with our service. We strive to provide fast delivery and excellent customer service, and it's wonderful to know we met your expectations.

Alensa からの回答

2025年3月18日

Hello Tony,

We're sorry to hear about your negative experience. Our goal is always to ensure our customers receive the right lenses for their needs, and we regret that this process has taken longer than expected.

We see that you have ordered on our UK eshop and upon reviewing your order, we see that the option to manually input your prescription parameters was selected during the ordering process. Unfortunately, the FAR vision parameters were entered instead of the required ADD power for near vision, which resulted in the incorrect lenses being produced. As discussed, we can regrind your lenses at no additional cost as long as we receive a valid prescription that is no older than 1 year. The only scenario where additional charges would apply is if we are unable to verify a valid prescription. However, when the correct parameters for close and reading is inserted correctly, the diopters get pushed up and thus a higher index is required. The regrind would still be free but an additional fee for the higher index would be required. This fee would be only the difference between the prices of the old and the new index.

We appreciate your patience as we work towards a solution. Our team will reach out to you directly to find the best possible resolution as soon as possible. If there is anything further we can do to assist you, please don’t hesitate to reach out to our customer service team. We value your feedback and hope to resolve this as soon as possible.

Kind regards,
Alensa

Alensa からの回答

2025年3月11日

Hello,

We are sorry to hear that your experience with Alensa did not meet your expectations. Customer satisfaction is important to us, and we appreciate your feedback and the opportunity to address your concerns.


Our website provides options based on the lens types available from our suppliers, and we aim to be as transparent as possible. At this time, the specific combination of 1.74 index and deluxe field of view for multifocal sunglasses is not available with our lens manufacturer, which is why it cannot be selected at checkout and an order for it cannot be placed.

Regarding your prescription sunglasses: if there is any issue with the prescription or the manufacturing of your lenses, we would like to assist you. Our team will be reaching out to provide return instructions so that you can send the glasses back as a reclamation so we can resolve the matter as soon as possible.

We appreciate your feedback and your patience as we work to assist you. Please don’t hesitate to reach out if you have any further questions.

Kind regards,
Alensa

Alensa からの回答

2025年3月6日

Dear customer,

We're thrilled to hear you had a positive experience with your recent order. Your satisfaction is our top priority, and we appreciate your kind words about our delivery speed and pricing.

Kind regards,
Customer Service Team

Alensa からの回答

2025年3月6日

Hello,

Thank you for your feedback. We sincerely regret to hear about your experience. Providing our customers with high-quality products and reliable service is our top priority, and we are truly sorry that we fell short of your expectations.

Regarding the return process, we understand that the confirmation email for the pickup did not reach you, despite the courier company's claim that it was sent. This seems to have been the reason the pickup did not take place when it was supposed to as in order for the couriers to act on it, the pickup has to be confirmed by yourself.

To resolve this, we contacted the courier company and they mentioned that the email has now been resent on March 5th. We also reached out again on the same day to ensure that you received the necessary details. If you are still facing any difficulties, please do not hesitate to contact us — we want to make sure this is fully resolved for you.

We truly appreciate your patience throughout this process and regret any inconvenience caused. If there is anything further we can do to assist, please reach out to our customer service team, and we will do our best to help.

Kind regards,
Alensa

Alensa からの回答

2025年2月27日

Hello Pranesha,

Thank you for your feedback. We're sorry to hear that your experience this time wasn’t ideal.
Unfortunately, the lenses you ordered are from a brand that is currently being phased out from our stock and will soon no longer be available for sale with Alensa soon. At this time, we are only able to offer the remaining stock we have left.

We understand this may be inconvenient, and we would be happy to help you find a suitable alternative. If you need assistance choosing a different product, please don’t hesitate to reach out to our customer service team at info@alensa.ae.

Kind regards,
Alensa

Alensa からの回答

2025年2月20日

Hello, thank you for your review. We are so glad to hear that you are happy with your order and the recieved products. We appreciate your patience with the delivery time, and we'll continue working to make the process as smooth and efficient as possible. Looking forward to serving you again soon!

Alensa からの回答

2025年2月14日

Hello, thank you for the positive review. We are glad to hear that you are satisfied with our services and that your parcel has arrived quickly and the products were as expected. Your support is appreciated and we look forward to serving you again soon!

Alensa からの回答

2025年2月7日

Hello Jayne,

Thank you for your positive review. We are glad to hear that your experience with Alensa has been a positive one and that you are satisfied with our delivery and pricing. Your loyalty means a lot to us, and we truly appreciate your continued support. We look forward to serving you again.

Kind regards,
Alensa

Alensa からの回答

2025年1月30日

Hello, thank you for the positive review. We are glad to hear that we have met your expectations and that you found our prices to be competitive. We wish you a pleasant day!

Alensa からの回答

2025年1月30日

Hello, thank you for the positive review. We are glad to hear that you have had a good experience with Alensa and that we have met your expectations. We wish you a pleasant day!

Alensa からの回答

2025年1月30日

Hello,

Thank you for sharing your feedback with us. We are sorry to hear about the issue you’ve experienced and any frustration this may have caused.

While we initially offered compensation for the two faulty lenses as an alternative resolution, we completely understand your preference to return the lenses for examination. As outlined in our terms and conditions, opened boxes of contact lenses can only be returned for quality control purposes, which requires a valid prescription. This policy ensures that the manufacturer can verify the correct lenses were purchased and thoroughly investigate the issue.

However, we have brought this case to the attention of our management now and it has been reviewed: A full refund for one box of lenses from this order has been offered as of 28/01. Please do get back to us by responding to the email sent to you, as soon as you are able to, on whether you accept the offer so we can process it as soon as possible.

Kind regards,
Alensa

Alensa からの回答

2025年1月27日

Hello, thank you for sharing your feedback. We're really sorry to hear that you haven't received your order yet, and we understand your frustration. Please contact our customer service team at info@alensa.ae, if you haven't already done so, and they'll assist you in resolving this matter as quickly as possible. We appreciate your patience and hope to get this sorted for you soon.

Alensa からの回答

2025年1月17日

Hello Mariam, thank you for taking the time to leave a review. We are glad to hear that you are happy with our service and products and your recommendation means a lot to us. If you have any suggestions on how we might improve please do not hesitate to contact our customer service. Alensa wishes you a great day!

Alensa からの回答

2025年1月15日

Dear Magnus, as we are not having any data about you on alensa.ae, may it be that you tried to reach the customer service of our Swedish partner site? If so, please try to reach it under info@alensa.se We are sure our colleagues will react as fast as they can and solve the problem you might be having. Thank you very much for your understanding. Your Alensa-Team

Alensa からの回答

2025年1月10日

Hello Mohamed,

Thank you for your feedback, and we sincerely apologize for the inconvenience caused by the delay in your delivery.

Typically, our parcels are delivered within 2-3 working days after dispatch, but unfortunately, your parcel was unexpectedly held up at UAE customs, which caused the delay. We understand how frustrating this must have been, and we truly appreciate your patience as we worked to resolve the issue.

Your satisfaction is important to us, and we will make every effort to improve our service going forward. Should you have any further concerns, please don't hesitate to contact us. Thank you for your understanding.

Kind regards,
Alensa

Alensa からの回答

2025年1月7日

Hello, thank you for your review! We're happy to hear you had a good experience with us. If there's anything we can do to make your next experience even better, please don't hesitate to let us know!

Alensa からの回答

2024年12月31日

Hello, thank you for your feedback. We’re sorry to hear about the delay in receiving your order. It’s possible the delay was due to a non-stock item in the order, as these can take a bit longer to ship. We do our best to notify customers via email, and our website aims to provide accurate stock availability with up to 99% accuracy. We’ll review this case to see if there’s room for improvement. Thank you for bringing this to our attention, and we hope to serve you better in the future!

Alensa からの回答

2024年12月17日

Hello Mehmet, thank you for the positive review. We are happy to hear that your experience with Alensa has been an great one!