LensDirect.comReviews of lensdirect.com

Amazing customer service from Nyah!!!

Lens Direct is horrible. I spent $419 for new lenses and they took two months to complete the order - June 2-August 10. They scratched the new lenses when they attached them to the frame. Okay, mistakes happen but they never messaged me about the problem. They never updated me on how long the order would take. I had to chase after them every week. The only consolation they gave me was two-day shipping when sending me the order. If you think you will save time and money by going to Lens Direct, think again. Update - LensDirect, you said in your response that you are sorry my experience wasn’t up to my expectations? My experience shouldn’t be up to your expectations! You took two months to complete my order, you scratched the lenses and had to make a new pair, and I had to chase you down for updates. Mistakes happen but should it have taken two months to fix and I have to chase after you for updates? That should be unacceptable to you, not just me. You just don’t get what people are saying about you.

I use the Lens Replacement service from LensDirect, I was able to right away print the shipping label and send them my new RayBan eyeglasses, they did their part well and send my eyeglasses back quickly as promised.

Oniel’s customer service was top-notch – – he was extremely professional; solved my somewhat unusual problem with great skill and efficiency; made sure that I would receive my very large order of only right-eye lenses without incident (with a bit of extra pressure there, as my prescription will expire at midnight tomorrow); and he all the while exhibited a pleasant manner and a sense of humor. You’re lucky to have him on staff.

I looked at several companies that offered reader lenses put in existing frames. I was a bit leery about sending off my expensive frames, but I had worked with LensDirect before. I was pleased with the immediate email confirmations. Then I got a phone call from a lovely person, Keisha Louise, who understood exactly my needs for this order. I was reassured and impressed. So I just shipped off two frames to be made from Rx lenses to 2+ readers. I plan to order two more frames after I get these back. I feel like I am in good hands! Also the ordering process on their website was easy and the price was good.

LensDirect said processing my order would take 10-12 business days, but it actually took 20 business days. At no point did LensDirect contact me about the delay. I contacted them on day 14 and was told my lenses did not pass quality control--which is not what the tracker web site said--and that the representative would email me with an update, which never happened. I've since found many reviews from other customers who had similar experiences. I would think twice before trusting them with your expensive frames. Update: LensDirect has now replied below, and they refer to a "shipping delay," which is a potentially confusing term. To be clear, I am not referring to any delays that happened during shipping. Rather, I am referring to LensDirect's delay replacing lenses in the frames I sent. At the time of my purchase, LensDirect said it would take 10-12 business days to replace the lenses. In fact, it took them 20 business days (nearly a full calendar month, July 5 until August 2, not including any shipping time). I understand delays can happen, but I think LensDirect has significant room for improvement in (1) communicating with the customer about the delay and (2) making realistic promises, because based on what I'm seeing in Better Business Bureau and Reddit complaints, many LensDirect customers seem to be having the same problem with them. It's especially important for LensDirect to be trustworthy because customers are sending them their expensive frames.

Nyah was totally focused and responsive to my inquiry about partial delivery. Xcellent phone manner, tracked the order, reviewed status, grasped the problem instantly & had update for delivery--in less than a minute. First class! Nathan Sassover

Was initially having some issues with an order due to a credit card not going through. Nyah was able to fix the issue with haste and grace. Appreciate the help!