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.
11,626 approved reviews, newest moderated first
Michael K.
Natasha Byron was a great assistance to me in my recent order. Highest recommendation.
Reply from LensDirect.comAug 9, 2023
Hi Michael, Our team enjoys doing what they do because of customers like you. Your review just made our day. Thank you so much! Regards, LensDirect Customer Happiness
Andrew R.
Kissel did a great job straightening out a few issues in my order and applied a 25 percent discount as well. Excellent follow-up!
Reply from LensDirect.comAug 9, 2023
Hello Andrew, Thanks so much for sharing your feedback about our service. We’re glad to hear that our team’s performance exceeded your expectations, and we’ll make sure that Kissel receives the recognition they deserve. Thank you again, Andrew have a great day! Best, LensDirect Customer
Tim
I found out that I needed cataract surgery fairly quickly. I had a pending refill of my contacts already placed. I called LensDirect and Nyah canceled the pending order and my auto refills expertly, efficiently, and pleasantly. I couldn’t have been more pleased.
Reply from LensDirect.comAug 8, 2023
Hello Tim, We’re so grateful that you took the time out of your day to share your review with us, Tim. We’ll make sure that your customer representative Nyah, receives your kind feedback. It will make their day! Regards, LensDirect Customer Happiness
Marie
The WORST customer service experience I have ever had with a company. Placed an order a few days ago and received no updates, and it wasn't showing in my order history tab. So I tried calling their 1-800 number... after waiting on hold for over 10 minutes, the agent who picked up immediately hung up on me. So then I tried chatting with an agent via the live chat feature, and after 30 minutes of 'chatting' they still were unable to provide any updates on my order. I then receive an email saying my order is backordered and it should ship "in the next few weeks"... why would I have ordered with this company if the items I wanted were backordered in the first place? Tell me that upfront when I placed the order! I finally asked them to just cancel my order, which they seemed to manage. I will NOT be doing business with this company again after this massive headache.
Reply from LensDirect.comAug 8, 2023
Dear Marie, We are truly sorry that we were unable to provide the level of customer service that you deserve. We take pride in providing excellent service to our customers and apologize for falling short in this area. We understand this may be disappointed with our service, and we want to assure you that we are just as unhappy about it. Please know that we have canceled the order as per your request and processed a full refund back to the original form of payment, and we hope this helps alleviate some of the frustration this may have caused. Furthermore, we would like to extend an offer to ship you the order compliments LensDirect which will be shipped as Priority Mail. We value you as our customer and want to do everything we can to help make this right. I appreciate your understanding, and please do not hesitate to contact us if you have any further questions or concerns. Sincerely, LensDirect Customer Happiness
Little0ne
Natasha was very helpful, professional and quick to respond to my questions.
Reply from LensDirect.comAug 4, 2023
Hello LittleOne, We’re so happy to hear you had a great experience at LensDirect. Your review made our day! Our whole team works very hard to keep our customers happy, but we can only do it thanks to amazing customers like you. Thanks again, and we hope to serve you again soon. Sincerely, LensDirect Customer Happiness
Tulip
Kimmia was polite, patient, and helpful!
Reply from LensDirect.comAug 4, 2023
Hi Tulip, Our team enjoys doing what they do because of customers like you. Your review just made our day. Thank you so much! Regards, LensDirect Customer Happiness
peter P.
Excellent service and answers from Charlena. Very kind and professional. A+
Reply from LensDirect.comAug 4, 2023
Hi Peter, Our team enjoys doing what they do because of customers like you. Your review just made our day. Thank you so much! Best, LensDirect Customer Happiness
ERIC
Extremely professional and patient. Made process simple. Thank you much! Will definitely buy again and again.
Reply from LensDirect.comAug 4, 2023
Hello Eric, Thanks a lot for your kind words and for sharing your 5-star review with the rest of our community. Best, LensDirect Customer Happiness
