A bit of communication difficulty but…
A bit of communication difficulty but later we came into understanding what my needs are (I hope I get the right glasses this time)
Kits is an online retailer specializing in prescription eyewear, including eyeglasses and contact lenses. The company offers a user-friendly platform where customers can conveniently shop for a wide range of eyewear products tailored to their vision needs. Kits provides detailed guidance on how to read and enter glasses prescriptions, ensuring a seamless shopping experience for individuals seeking corrective lenses. Targeting consumers in North America, Kits aims to make eyewear accessible and affordable. Customers benefit from a variety of styles and options, allowing them to find eyewear that fits both their prescription requirements and personal aesthetic preferences. With a focus on clarity and convenience, Kits is dedicated to simplifying the process of purchasing prescription eyewear online.
Kits receives overwhelmingly positive feedback, with many reviewers praising the exceptional customer service and high-quality glasses. Customers frequently highlight the quick response times and helpfulness of the staff, noting that they feel supported throughout the ordering process.
The quality of the glasses is consistently commended, with several consumers expressing satisfaction with their purchases and the affordability of the products. However, a small number of reviews mention issues with order fulfillment, including delays and incorrect prescriptions, which have led to frustration for some. Despite these isolated complaints, the majority of customers report a positive experience and express loyalty to the brand. Overall, Kits is recognized for its excellent service and product quality, making it a favored choice among consumers.
Summary generated with AI from recent reviews
Each source counts by its number of reviews. Only reviews written by people are scored.
| Source | Rating | Reviews | Weight | 6-mo | Fake risk |
|---|---|---|---|---|---|
Trustpilot Imported Trustpilot reviews | 4.8 | 1,000 | 100% | +0.6 | ● Low |
Monthly average rating from reviews written by people · latest review Aug 2025.
| Month | Average | Reviews |
|---|---|---|
| Sep 24 | 4.9 | 97 |
| Oct 24 | 4.9 | 110 |
| Nov 24 | 4.9 | 91 |
| Dec 24 | 4.8 | 86 |
| Jan 25 | 4.7 | 24 |
| Feb 25 | 3.5 | 11 |
| Mar 25 | 3.4 | 16 |
| Apr 25 | 4.3 | 12 |
| May 25 | 4.5 | 8 |
| Jun 25 | 4.5 | 10 |
| Jul 25 | 4.6 | 9 |
| Aug 25 | 5.0 | 1 |
Share of positive (4–5★) and negative (1–2★) reviews mentioning each topic · based on the 500 most recent reviews.
“Customer service is fantastic”
“Customer Service rep told us immediately this had happened to loads of other people (then fix the dang problem, Kits”
Same method for every company: overall rating, legitimacy checks, the average rating of reviews mentioning each area and the 6-month trend · Shoes & Accessories.
| Company | Overall | Legit | Service | Quality | Delivery | Trend | Reviews |
|---|---|---|---|---|---|---|---|
| 4.8 out of 5 (good) | 100 out of 100 | 4.9 out of 5 (good) | 4.8 out of 5 (good) | 4.5 out of 5 (good) | −13% | 1,000 | |
| 1.3 out of 5 (poor) | 100 out of 100 | 1.2 out of 5 (poor) | 1.2 out of 5 (poor) | 1.2 out of 5 (poor) | — | 1,000 | |
| 2.9 out of 5 (fair) | 100 out of 100 | 2.5 out of 5 (poor) | 1.9 out of 5 (poor) | 1.3 out of 5 (poor) | +4% | 1,000 | |
| 4.9 out of 5 (good) | 100 out of 100 | 5.0 out of 5 (good) | 4.9 out of 5 (good) | 4.9 out of 5 (good) | +2% | 397 | |
| 2.6 out of 5 (poor) | 100 out of 100 | 2.2 out of 5 (poor) | 3.0 out of 5 (fair) | 2.7 out of 5 (poor) | +12% | 368 |
Bottom line: Kits is #2 of 5 on overall rating in this group. On delivery, Red Run scores higher (4.9 vs 4.5).
500 reviews of Kits. Filter by what matters to you.
A bit of communication difficulty but later we came into understanding what my needs are (I hope I get the right glasses this time)
Online chat was great. Helpful employee and they easily resolved my exchange request. Overall, very happy with service and pricing!
Diane offered to replace lens in the incorrect prescription even though it was my fault for being unclear. And then when I told her I had done that already at my cost she offered me a new pair. Amazing customer service. She contacted me based on my review which really is outstanding.
My order was completed and shipped in a timely manner. However, when I tried the glasses on, the prescription was wrong. I let Kits know and with no questions asked, I was offered a replacement and a credit. I didn't have to phone anyone and they answered my emails immediately. I'm really impressed with the customer service.
Quick answers to the questions people ask most.
Yes, Kits is a legitimate company with numerous verified reviews and a high overall rating. Customers frequently praise their excellent customer service and product quality.
While there are some negative reviews, the majority of feedback highlights positive experiences with timely deliveries and helpful customer support, suggesting that Kits is generally safe to use.
Kits specializes in eyewear, including prescription glasses and contact lenses. Customers consistently commend the quality and fit of their products.
Kits accepts various payment methods, including major credit cards and PayPal. This flexibility helps accommodate a wide range of customers.
Kits has a customer-friendly return policy that acknowledges mistakes, as shown in reviews where they promptly addressed order issues and ensured customer satisfaction.
Anyone can write a CrowdTrust review. People who write reviews have ownership to edit or delete them at any time, and they'll be displayed as long as an account is active.
The customer service I received on my call back was top notch. Agent help answer my questions and resolved the issue in replacing my broken frames. I didn’t even realize there was a warranty I call to see if they shipped to my area due to the Canada post strike. I will continue to order my contacts and frames for here in the future.
Amazing customer service!!
My entire overall experience from placing orders to the customer service department has been exceptional and well above expectations. The website is easy to navigate making it very user friendly. The try-on feature is a great bonus that helped me narrow down the frames that worked best for me. With having questions about ordering, the outstanding customer service I received is one of the top reasons I will continue to be a repeat buyer and very much appreciated. My glasses arrived packaged very well in just a few days. And they were perfect! Thank you everyone at Kits.com for making it great! I highly recommend and will definitely be back!
I ordered three pairs of glasses and two boxes of contacts. I was told they would be shipped within 1-2 business days and that 80% of their orders are completed within 24 hours. They also say they will notify you if your order is taking longer than 3 business days to ship. I received no such notice. It has been 8 business days since I placed my order and I still have nothing. I will NEVER order contacts from them again. I receive my contact lens within 24-48 hours with Clearly and I have never had to wait this long for glasses either. My current lens are a trial from my eye dr and I am dying to take them out as they are torics and are not working with my vision… but alas… I have no other lens to replace them with. Don’t bother with Kits. They have what I assume are bought reviews because so far this company is garbage. Their current BBB grade is F (for a reason).
Service from Derek was exceptional He went above and beyond to solve my problem about the prescription One of the best customer service example i experienced with Kits I highly recommend Kits eye care to everyone whoever is looking for glasses, sunglasses , prescription lenses etc Bravo! keep up the great work team Will order from them again
I have to say your company is just EXCEPTIONAL. I will ALWAYS order from you. This is my second order. Just please make the option in the future to try on the frames first like Warby Parker does.
I have been relying on them for many years for my contact lenses. Excellent customer service.
James was patient, professional and articulate in answering my questions. Thank you for your time.
Francis was the agent that took my call. The whole process to replace my lenses was methodical and very easy with his attention to detail. I have my glasses back already and the entire process was very professional and fast. Thank you to the whole team at Kits!
Everything about this company is great, just ordered three pairs of glasses, and I am very happy. The online shopping is convenient, easy, fun, and accurate. The pricing is great, customer service is pleasant, and the shipping is fast. I am already looking forward to placing my next order.
My order was received today. Thank you Sheila Bray
I had to immediately leave a review for them. I absolutely love the whole experience. From ordering to the quality of glasses I received. And at amazing prices. I have to especially note that the pd calculator they have is incredibly accurate. I double confirmed it when I was gettinh another pair of glasses. Absolutely love this canadian company. Thank you for trying to save us some money.
Francis was an amazing customer representative who helped me out with my order. He was very capable and supported me in exchanging a pair of glasses that were too small for me for another pair that I know will be a better fit. He was very friendly and knowledgable. Thanks Francis!
Kits is an online retailer specializing in prescription eyewear, including eyeglasses and contact lenses. The company offers a user-friendly platform where customers can conveniently shop for a wide range of eyewear products tailored to their vision needs. Kits provides detailed guidance on how to read and enter glasses prescriptions, ensuring a seamless shopping experience for individuals seeking corrective lenses. Targeting consumers in North America, Kits aims to make eyewear accessible and affordable. Customers benefit from a variety of styles and options, allowing them to find eyewear that fits both their prescription requirements and personal aesthetic preferences. With a focus on clarity and convenience, Kits is dedicated to simplifying the process of purchasing prescription eyewear online.
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