Honesty, pricing, process and quality scores appear once 5 customers have rated them.
About LensDirect.com
Launched in 1992, LensDirect.com is a top-rated American online retailer offering an extensive selection of brand-name contact lenses, glasses, sunglasses, eyewear lens replacement, and related products – at amazing prices. Operated with a clear mission: offer incredible vision care products at incredible prices with incredible customer service. LensDirect is a family-run business that treats their customers like family – it’s our mantra, it’s our ethos. Which is why Newsweek awarded LensDirect with having the best customer service in the United States – two years in a row. So, whether you’re looking for name-brand contact lenses, in need of an affordable and stylish pair of frames, or looking to replace the lenses on your favorite specs – LensDirect is here to help.
LensDirect.com (lensdirect.com) has 11,626 customer reviews on Folks Told, with an average rating of 4.7 out of 5.
Ordering is a breeze. Getting delivery takes forever. I will not do this again.
Reply from LensDirect.comAug 12, 2025
Hello Theresa! Thank you for your feedback, and we're truly sorry for the delay you experienced. While we're glad the ordering process was smooth for you, we understand how frustrating it is when delivery doesn't meet expectations. You shouldn't have to wait so long, and we sincerely apologize for the inconvenience this caused. We appreciate you giving us a try, and we're sorry we let you down.
AW
Anthony W.
They put clear lenses in my Ray-Ban Wayfarer Sunglasses
My original one star review was for the super long wait time for my lenses. I finally received them today. Somehow my order was changed and my order for replacement Ray-Ban Wayfarer Sunglass lenses was completed with clear lenses. So I now have expensive Ray-Ban Wayfarer sunglasses with useless clear lenses.
So first Lensdirect takes a month to do the lens replacement, then they replace the obviously sunglasses lenses with clear lenses. Absolutely wild.
I remember when I ordered the new lenses that their wonky website kept resetting and I had to go through the ordering process a few times to submit. At some point that reset my order to clear lenses.
I guess they have no quality control because someone at Lensdirect working on the order should have wondered why a Ray-Ban Wayfarer Sunglass lens replacement order would be for clear lenses. Now I can't use my sunglasses and I'm sure as hell not going to send them back to Lensdirect for another month. What a godawful experience. Use Lensdirect at your own risk.
Reply from LensDirect.comAug 4, 2025
Hello Jacob! We’re truly sorry for the delay and the frustration it’s caused. We completely understand how disappointing it is to be waiting this long, especially when you’re used to much faster delivery times in Hawaii. You expected better, and we absolutely understand why.
We also hear your concern about the shipping method, and we’re sorry it’s left you feeling let down. That’s never the experience we want our customers to have. We genuinely regret that this has caused you to question your trust in us.
Your feedback is incredibly valuable, and we’re grateful you took the time to share it with us.
BH
B. H.
PLEASE BE AWARE
PLEASE BE AWARE, the very second you hit the okay button and place an order with LensDirect.com you will be OBLIGATED and CHARGED a fee! No matter what happens, even if you go back instantly to change or cancel your order you WILL BE CHARGED for changing or cancelling, simply because you said okay and placed an order. I waited for a few days to check on the status of my order, which said that it was "being cut and built" at the lab within a minute of placing my order. When I called customer service to inquire about my order they had no information, no updates, no estimate of delivery, nothing whatsoever. When I asked to cancel the order since nothing was done and nothing was cut or built, I was told that I would be charged a 25 percent "cancellation fee" because the order was submitted. Nevermind that it took over 25 days to ACTUALLY receive my order, customer service was going to make sure that they got their pound of flesh from me, NO MATTER WHAT. So please take this into consideration before you place an order with Lensdirect.com DIRTY POOL!!
Please listen carefully LensDirect.com. I have read ALL of your "cut & paste" pad responses to every negative review you have received on Trustpilot and Sitejabber. Just like all of the FALSE statements you make on your website about "100% Money Back Satisfaction Guarantee" and "Free 90 day returns", your words are just that... WORDS! You never actually back up your promises or insinuating statements about customer satisfaction. You never respond with "please let us make this right" to anyone. At best you are FALSELY ADVERTISING , but the truth is that you are shady, greedy, manipulative LIARS. You can keep the $400 you tricked me out of, I will chalk it up as a valuable lesson learned, and that is PRICELESS to me and everyone else I can warn about you!
Reply from LensDirect.comAug 5, 2025
Hello B.H! We're truly sorry to hear about the frustration and disappointment you encountered with your order. We understand how upsetting it must have been to feel misled by the order process and to experience delays without clear updates or support.
We sincerely apologize for the inconvenience caused by the cancellation policy and the delay in receiving your glasses. It was never our intention to make your experience feel unfair or unaccommodating. Your feedback is taken seriously, and we regret that we fell short of your expectations in this instance.
Again, we're sorry for the frustration this caused and appreciate you bringing it to our attention.
BJ
Busta J.
Shady company
They claimed they sent a renewal email to me to let me know about upcoming charges. I never received an email and was charged at 4am. Go figure. They said check your spam folder. Which I did and of course no email was there. They make sure to process your order when you're asleep. I called to cancel since I just got contacts from 1 800 Contacts. They said they couldn't cancel because it was being shipped. I asked how can you send contacts when the prescription on file is expired. Not happy with their shady process. What if my prescription changed since last year. They dont care as long as they get their money.
Reply from LensDirect.comJul 29, 2025
Hello Busta! We’re very sorry to hear about your experience and understand your frustration. It’s deeply concerning that you didn’t receive the renewal email and were charged without clear notice. We also understand how upsetting it is to have an order processed while you were unaware, especially with an expired prescription. That’s not the standard we strive for, and we truly regret that our process left you feeling misled. Your feedback is valid, and we’re genuinely sorry for the inconvenience this has caused.
AW
Austin W.
Don't Even Bother!
Do not order or do any business with this company! They lost a component on my glasses and didn't bother to make things right, basically trying to argue that they couldn't have possibly lost the component while in their custody. I had to order the part on my end and use $50 of my own money to make my glasses usable. What a joke!
Reply from LensDirect.comJul 25, 2025
Hello Austin! We're truly sorry to hear about your experience, and we want to extend our deepest apologies for the frustration and inconvenience you've faced. It's incredibly disappointing to know that we fell short in handling the issue with your glasses and that you were left to resolve it on your own.
You should never have had to go out of pocket to fix something that occurred while your item was in our care. We understand how upsetting it must have been to feel dismissed and unheard, and we deeply regret that our handling of the situation led to such a negative experience.
Please know that your feedback is taken seriously, and we are reflecting internally on how we can do better to prevent this from happening again. We're truly sorry we let you down.
MD
Marisa D.
Major issues for a simple return
I ordered the wrong contacts and have been trying to get a shipping label from them for almost two weeks now. The first person emailed me and said they were attaching the label, but no label was attached. I replied to her email three times requesting it with no response. Now I chatted online with an agent who is telling me that he needs photographic evidence to receive a label. Then he implied that I need pay for the shipping myself. Furthermore, he said that they will have to inspect it to determine whether or not I got a full refund. This is ridiculous for what seems to be a pretty routine return, and I’ve never experienced this before with any other company.
Reply from LensDirect.comJul 23, 2025
Hello Marisa! Thank you for taking the time to share your experience, and we're truly sorry for the frustration and inconvenience you’ve encountered. It’s clear that this return process has caused unnecessary stress, and we sincerely apologize for the miscommunication, the delay in response, and the confusion around our return policy.
Your time and trust are important to us, and we regret that our service did not reflect that in this instance. We understand how disappointing it is to face these kinds of hurdles with what should be a simple return, and we’re sorry that we fell short of your expectations.
We’re working to ensure situations like this are handled more smoothly moving forward. Again, we deeply apologize for the trouble you’ve experienced.
DR
DAVID R.
HORRIBLE
HORRIBLE. First they say 7-10 days, it took nearly SIX WEEKS. Second, I was assured they would return my old lenses, they did not. They are terrible.
Reply from LensDirect.comJul 23, 2025
Hello David! We're truly sorry to hear about your experience — it’s absolutely understandable that you're frustrated. Waiting nearly six weeks when you were told 7–10 days is unacceptable, and not receiving your old lenses after being assured they would be returned only adds to the disappointment.
We sincerely apologize for the inconvenience and lack of follow-through. This is not the level of service we aim to provide, and we want to make things right.
Please reach out to us directly at [email protected] with your order details, and we’ll do everything we can to resolve this as quickly as possible. We appreciate your patience and the chance to address this properly.
CM
Colleen M.
Horrible!!!
Horrible!!!! Do not use! Takes weeks to get and NO customer support. One woman handles everything BiBi and refuses to give refunds and won’t get management infor
Reply from LensDirect.comJul 24, 2025
Hello Colleen! We're deeply sorry to hear about your experience, and we completely understand how frustrating this must have been for you. Delays and feeling unsupported when trying to get help are unacceptable, and we sincerely apologize for the stress and inconvenience this caused.
What you described is not the level of service we aim to provide. We know how important it is to feel heard and respected, especially when things don't go as expected. Your feedback is not being taken lightly — it's being shared with our team as we work to improve both our support processes and communication moving forward.
Thank you for taking the time to share your experience. We’re truly sorry that we let you down.
