LensDirect.comReviews of lensdirect.com

They were quick all right-and I can see fine but the after service is not so great. After 2.5 months my glasses started falling apart-little plastic strings popped that they use to hold the glassed together. When I contacted them I only had 2 weeks to get them back to them before the warranty was out-only 90 day warranty-I told them I needed to order some new glasses because I could not use my old ones and they pretty much said tuff luck.

Shipping is a problem if you live where USPS uses a PO Box. It's not clear on Lens Direct's website which carriers are used for which shipping options. I thought I was getting UPS Ground,. Instead my shipment ended undeliverable and lost in the post office. Lens Direct won't help unless USPS returns the package to them. Meanwhile I'm out of lenses and had to order from 1-800 Contacts instead.

They lost my oakley original prescription lens (which costs $350) and their replacement lens did not fit. I sent in my original oakley frame and oakley prescripton lens to update to my new prescription, under their lens replacement service. They sent me back with their replacement lens that did not fit well. Then they asked me to send everything back. Then they lost my orignal oakley prescription lens that I sent them. The worst thing is that this has been going on for more than 3-4 months now. and their customer service so far has been pathetic on this. Everytime they email me saying that they will look into this and then nothing happens. I have been without my sunglasses for >3 months now. UPDATE - they have now sent me a new oakley original lens, after I put in this trustpilot review. So changing my review from 1 to 2. It is still 2 because they made me spend a lot of time and energy on this.

I’ve had a good experience in the start, however while deployed I ordered more contacts. Once I realized they were being sent back to sender cause I fat fingered one digit which in an APO AE is critical, I contacted Lens Direct who in short said they wouldn’t help me until the original order was received back to them. I explained I was deployed, can’t get contacts elsewhere and was running out. They didn’t want to hear about my shipping issue and offered me a trial set. Customer service offered me no service, and acted if I were trying to rip them off on a $100 order.

When my glasses arrived one of the arms on my glasses was detached from the frame. I was away on business and had the glasses forwarded to me. I had to walk 15 minutes and take a train for 15 minutes to buy an eyeglass repair kit. The only compensation they offered was a 20% discount on my next order. YEAH RIGHT LIKE I’D ORDER FROM THEM AGAIN…..NOT!!!

I ordered contact lenses and paid for priority mail shipping as I needed them as soon as possible. Nearly a week later nothing had arrived and according to the website they had not even shipped. I called and they were waiting on the fourth box to arrive from the manufacturer before shipping. They refunded my priority mail shipping fee and agreed to send out what they had and send the last box as soon as they could. They were helpful but I would have appreciated an email explaining the delay and offering to send out the first boxes rather than having to call and find out what the delay was, especially as I needed them that week and by the time they finally came I was gone on vacation.

I sent my frames in for new lenses and the frames came back bent. I sent a note to customer support with pictures adding I would most likely have to take it in to a local optometrist to get them fixed/adjusted and the representative replied with "we are so sorry about this." Really?!

Good customer service, easy process. Let down by a slimy, incompetent shipping department. I wanted to try out an online lens replacement service like Lensdirect and unfortunately got burned badly. Paid extra for UPS shipping only for them to send it to the wrong courier - essentially losing the package. Customer service was professional but unhelpful, I got 3 different stories on the status of my glasses before a supervisor told me the actual situation. The shipping department (relayed through CS) gave non-answers as to how they were going to approach the issue including: Wait for the package to be delivered by the Postal Service, the courier they accidentally gave it to (Absurd, this is like getting a plane ticket via JetBlue and then using it to get on a flight with American Air) UPS will update their tracking at the end of the day, multiple times (Never happened because they can't update on a package they never received) The shipping department will "investigate" where the package is (They would not explain how or why this mistake occurred, and refused to give contact information on the local Post Office they coordinate with, thereby making it impossible as the customer to communicate to the Post.) To make matters worse, you as the customer will not be allowed to speak directly to anyone there by phone or email. In essence I am expected to take Lensdirect at their word that they will find my glasses. I'm beginning to suspect that it was "lost" considering the value of the frames, though of course I have no way of proving anything except that they arrived at the facility a month ago. The positive note is that customer service was prompt in refunding me the cost of shipping, and after some discussion they also offered to cover the cost of the lenses. Of course, they said they are not liable for the frames which were worth several times the cost of the lenses. Caveat emptor, I suppose. In my personal opinion if you are an online business, having a reliable shipping process is vital. "Not being used to sending through UPS" even when your own automated marketing material claims that UPS is your main courier makes a poor excuse.