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.
Scam! Don’t order from them. It’s been weeks since I placed an order, I’ve reached out way too many times! After the last conversation, they blocked me from social media platforms and even emails! Don’t not order from them!!!
This was one of the worst experience ordering glasses I've ever had and the worst customer service. Normally I order from several other online shops but wanted to support "Canadian". First of all-there IS a try on feature, but NOT the glasses you want to try on. Which is useless. After a few weeks I get a call from the American manufacturer that the glasses were not up to standard and needed to be re-made. When I finally did receive them, they were lopsided. When I contacted customer service, they said I can either return them and they can remake them (on my shipping dime and would take over a month to get a new pair) or I can be out of pocket to go to a local place to get them repaired. They said they would credit me $20 for future purchases. When I explained that I would never be ordering again and would be a better use of customer service to refund me at least the $20 for the repair, I was refused. They had an opportunity to make things right with their error and decided it's better to lose a customer and give me a horrible taste in my mouth with this company so I can tell others about it than refund me the $20 I need to pay to repair the glasses they gave me of sub-par quality. Never will I ever purchase from this horrible company again and I urge you to shop elsewhere as they don't have quality or care about customer service. Disgusting.
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.
I’m in Toronto. I ordered a three hundred dollar pair of prescription sunglasses. The order arrived after 12 days (their website says they aim for 1-3 business days) with the lens misplaced, not sitting flush in the frame. You could see the light leak out of the side when wearing them. I contacted customer support to figure out my next steps, as I was travelling in three weeks. I was afraid the return and processing would take too long and I was considering bringing the glasses to a local optician for immediate repair and see if I could get any amount reimbursed but I was told by customer support they wouldn’t be able to return any of my money and said “We understand that you’re going on vacation soon, and we’ll prioritize the adjustment process to make sure your glasses arrive in time.” I dropped it off at Canada Post the next day, but after six days I decided to check the tracking number and it was estimated to maybe be delayed by the Easter weekend, a week and a half before my trip. Then I emailed customer service again, voicing my concerns that they sent the parcel shipment at a non-expedited speed and that they should upgrade the return shipping. They said they would. Thankfully the Canada Post shipment arrived ahead of schedule to their returns centre the day before Good Friday. I emailed them a week after my glasses get returned to them, this is now four weeks after my original order, as I couldn’t find any updates on the return order on the website and I’ve received no emails. This last correspondence was returned after one more day, saying the return was only processed on the previous Wednesday, which, even with four days of the Easter weekend, is four business days just waiting to be processed, not even being worked on, was only now currently being remade and would be shipped out by the end of the next week, now five weeks after my order and several days AFTER I leave for vacation. Extremely disappointing every step of the way starting from the faulty order, with empty reassurances and nothing actually done to make the situation better. Not even a paltry voucher or discount offered, no sunglasses for my trip.
Have been a member of this site since 2014 but Found the same brand much cheaper at other sites. Also I got charged shipping $10 this time when it's always been free shipping. The auto enroll discount doesn't work either unless you add two boxes.
My eye exam was inaccurate at the Cornwall location store, so I had to go somewhere else for a proper exam. They refused to refund the money for the exam, I would never do my exam in that shop. Maybe they should just stick to the coffee business. What a total waste of time.
Just ordered 2 pairs of sunglasses since you guys fixed the last issue I had and I was satisfied, but this time the screw up was insane, a simple phone call could have stopped the nonsense that happened ! Now I have to send the glasses back and they have to wait for their sunglasses even longer , I’m still not understanding what the mess up was ! The response I got was there’s nothing I can do as they are designer frames , what does that mean? How about send the new ones and when this snow storm we are getting is over and I have to drive the half an hour to return these glasses to the nearest post office … I’m just FRUSTRATED!
Update to Kits’ reply: Tried to order again using FIRSTPAIRFREE (only pay shipping) and it looks like they’re now charging shipping + $10 for the eligible “free” frames. So many hoops to jump through for a pair of glasses that may not even arrive; looks like Zenni remains the way to go. February 2025 review: I recently ordered from Kits as I was surprised that they offer arrivals by the next day (“Get it Tomorrow”) if I choose expedited shipping (Standard Shipping would take 2-4 business days); perfect my upcoming trip. Next day arrived with no updates to my order. I was hoping that it was just a glitch in the system but unfortunately customer service confirmed that it would take another 24-48 hours before they even ship (keeping in mind it was advertised to arrive, not be shipped, by today). A couple days isn’t the end of the world by any means, but a bit of transparency would have been nice (even a simple notification while purchasing that the business is going through a lot of orders at the moment, and that the delivery times aren’t guaranteed). I would have loved to bring these with me for an upcoming trip but after talking with customer service, it looks like cancellation was the only realistic option. Unfortunate first experience with this company.
I paid extra to have my contacts delivered within 2-3 business days and that was a week ago. I am no longer at that address and tried to either have the order cancelled or forwarded. So I will not be receiving my contacts that I paid for.
My glasses arrived today. When I went to open the case one lense had fallen out of the frame. Upon closer examination the other lenses had a gap in it where it wasn’t properly fit to the frame. Also , I ordered transition lenses and received sunglasses not good.
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).
Less than 2 years in and my glasses are shit. Lens are Less than 2 years after purchasing my glasses, the frame is peeling and breaking into several pieces. The lenses are also peeling, as if a film attached to the lens is falling apart, making it impossible to continue using them. The glasses have always been washed with mild/neutral soap, avoiding any impacts or objects that could scratch the lenses. They were always cleaned with microfiber cloths and water only. No product, not even the anti-fog provided by the store, was used on the lenses.
Their forget password is f**king useless. I am now locked out of my account and now will not buy glasses from them being a first time customer I will not waste my time anymore trying to reset my password. You left a very bad taste in my mouth Will never buy from here delete my account
I got the wrong order. I specifically stated that I did not want the adjustable comfort pads on the nose, yet that is what they gave me. Additionally, I asked for the lens to be thinned, however, when I received the glasses they were thick.
Ordered 2 pair glasses. Didn’t like the one pair so requested refund and ordered new pair. They ended up double charging me for the first 2 glasses and still haven’t done anything. You get what you pay for I guess. Cheap glasses garbage customer service.
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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