Excellent
Based on 11,626 reviews
LensDirect.com4.7Honesty, pricing, process and quality scores appear once 5 customers have rated them.
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.
Showing 674 reviews with 1 star · Clear filters
Unknown
I found the exact same issue from somebody's review. Prescription verification was supposed to be verified in 8 hours but mine wasn't verified. The problem is nothing was sent to my E-mail to notify what the issue was. I was patiently waiting but just wasted 5days with no update, Customer support was not helpful either. Nothing solved just canceled. Never use lens direct again.
Greg B.
Complete disaster from the beginning. Placed an order in February. When I received the glasses they were completely blurry. Sent them back for a re-cut and received an email a few days later saying they received my frames. Got a phone call a week after that saying that the frames were incorrect. Called them to figure out the issue and they basically said they were sorry but something was entered incorrectly and they would process my order ASAP. Waited 2 more weeks and didn't receive anything. Called to find out the issue and they said they have been trying to get a hold of meet to get my PD measurement. I told them that no one had tried to communicate that to me and that if they didn't already have my PD measurement, how did they cut the lenses the first time? Their answer,,, Oh we are sorry, we see it here, it looks like someone didn't upload it to the account. SMH. Then they tell me they will be processed in 12-15 days. So now it is April and I still do not have my glasses. Completely unprofessional. I would definitely not recommend.
Braulio P.
The shipping was late.
Jake F.
Awful experience. Order was delayed 8 total days before I had to cancel order and was quickly taken care of by a competitor. Firstly, they needed verbal confirmation for order? Which was not messaged to me until 3 days after order? Secondly, I had issue with my prescription verification yet they decided to NOT notify me at any moment. I had to check myself when I thought my contacts were suppose to arrive (paid for fast shipping). And was extremely disappointed to see my order was not fulfilled through the tracker. Step 2/6. All in all, thank god for 1800-contacts, which had my new prescription shipped to me with 12 hours. Never again lens direct.
Stacey H.
If I could leave a 0 I would. First off they upcharged right away saying if I didn’t pay an extra $35 the lens wouldn’t be great. Finally after a month of receiving my glasses they were completely terribly wrong. My glasses are ruined. I sent one of my favorite pair to have the lens’s changed out. I can’t wait another month for them to fix them. I have to now buy another pair. . They wouldn’t refund my money. I am so disappointed with this company
TR _.
Stay AWAY from Lensdirect.com at all cost! They broke my high-end frames that I purchased elsewhere while their technician was inserting the lenses and they are refusing to pay for the broken frames and lenses. I called and emailed them so many times but they don’t reply or call back. The company is a big SCAM. Just check out the reviews and complaints on Better Business Bureau website. They have hundreds of unresolved complaints from customers like myself.
denise L.
Website is awful. It’s impossible to correct anything on this website without adding additional pair of glasses/prescriptions. It’s impossible to correct anything and then I can’t remove all of the things in my basket. It maintains one and I have to call the company to ask them to remove it from my damn basket. Very annoying website. I don’t know if I’m going to continue. The customer service rep when I called was very nice and handled everything quite well. But that was the only thing good. I’m so aggravated. Update 3/14/24- thanks for your response but I went to another website and ordered 3 pairs of glasses Each pair in the basket was clearly identified with the options I chose. I could easily change one option without having to do the entire pair all over again. When I tried to edit a pair on Lensdirect, I had to do the entire pair again and add to the edited pair to the basket and then wasn’t sure which one was the edited pair - no identifying aspects. It shouldn’t have been that difficult to order more than one pair of glasses.
Reply from LensDirect.comMar 13, 2024
Hello Denise. We're sorry to hear about the challenges you faced. Your feedback is valuable to us. Thank you for sharing your thoughts, and we're glad to hear our customer service representative was helpful. A representative will contact you shortly to assist you further. We look forward to getting this resolved. Best regards, Ellen J.
AC
Terrible customer service, will not be using lensdirect again and will be going back to 1-800 contacts for my next order
Reply from LensDirect.comMar 13, 2024
Hello Dane, Thank you for sharing your feedback; we appreciate your input. We're sorry to hear about your experience. A representative will be in touch shortly to discuss this further. Best regards, Ellen.
