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
JNJ
Warren has wonderful customer service skills. Very professional and helpful with my inquiry. Thank you, Warren!
Reply from LensDirect.comAug 4, 2023
Hello JNJ, We really appreciate you taking the time to leave us a 5-star review. It means a lot to us. Best, LensDirect Customer Happiness
curtis M.
I ordered new lenses for my glasses I sent my frames and after 18 days I emailed them I wanting to know when they will be ready they said they will be shipped soon after 35 day I called they said they did not know when they will be ready so I canceled my order I would stay away from this company I asked the lady on the phone where the lenses are made and she did not know
Reply from LensDirect.comAug 3, 2023
Hello Curtis, I'm sorry to hear that you were not happy with your experience with LensDirect. I was not able to find your specific order in our system with the information provided in this review. I have requested that TrustPilot ask you for some information regarding your order. Please provide the information to TrustPilot so that I can look into this for you. Yours sincerely, LensDirect Customer Happiness Dear Curtis, Thank you for taking the time to share your experience. We're sorry to hear that your recent visit wasn't up to your expectations. We take all feedback seriously, and we appreciate your honest feedback. We apologize for any inconvenience or frustration you may have experienced, as per your request, the order was canceled and refunded. I was able to locate the order details and upon review, I noticed your order was nearing completion but the lenses were damaged during installation and had to be reordered. This resulted in your order being delayed. We work hard to make sure our customers love our products and service, so thank you for bringing this situation to light. Please feel free to contact us at 1-800-536-7111 if you require further assistance. And, we're thankful for your feedback and will take the necessary steps to improve. Sincerely, LensDirect Customer Happiness
conrocapub
Warren was helpful, polite, and a class act!
Reply from LensDirect.comAug 3, 2023
Hello Customer, Thanks for your 5-star review! We sincerely appreciate your feedback. Best, LensDirect Customer Happiness
AJ
6/20/23: Ordered replacement lenses 6/21/23: Shipped frames to Lens Direct 6/26/23: Frames arrived at Lens Direct 6/28/23: Received confirmation email stating frames had arrived 8/1/23: After 4 or 5 chats, the frames were mailed back 8/3/23: Expected receipt date
Reply from LensDirect.comAug 3, 2023
Hello AJ, I'm sorry to hear that you were not happy with your experience with LensDirect. I was not able to find your specific order in our system with the information provided in this review. I have requested that TrustPilot ask you for some information regarding your order. Please provide the information to TrustPilot so that I can look into this for you. Yours sincerely, LensDirect Customer Happiness
Nancy L.
They are on top of customers always trying to make things 100% happy for us(The customers ) never had issues with them. They actually reminded me of my shipment that my address was wrong. Thank you to Leonora for email and for calling me regarding my change in prescription your the best
Reply from LensDirect.comAug 3, 2023
Hi Nancy, 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
Phyllis F.
I ordered lenses for my glasses at the end of June, I got them a few days ago. The lenses are fine, but the customer service left A LOT to be desired. I ordered the least expensive option because these glasses are back ups. I sent in the frames and then a while later got an email telling me basically that I needed to pay more money for higher end lenses because I would not like the ones I got (paraphrasing). That my prescription would not be good in what I ordered. I worked in the optometry field and knew that with my rx being fairly mild, these would be fine. I answered the email and said that and that I did not want the more expensive lenses. I got a rather snotty email back saying pretty much, ok, but if you don't like the way they work, we will not redo them. WTH? If the rx is off, YES you will. The order took a MONTH. In that time, I ordered a full pair of glasses from another company. That took less than 2 weeks. I did get "upgraded" shipping when I complained about how long it took. Big deal. Still didn't have them for an absurd amount of time. Will use another company when I need new lenses in other frames. Very unhappy with the overall experience.
Reply from LensDirect.comAug 3, 2023
Dear Phyllis, We're sorry to hear that you had a poor experience at our company and that your order was delayed. We strive to provide exceptional service to all of our customers, and we're disappointed that we fell short in your case. We would like to make things right and we love to offer you a discount on your next purchase. Please contact us directly at 1-800-536-7111 so we can discuss this further. We appreciate your input and value the chance to enhance our service. Regards, LensDirect Customer Happiness
Melissa R.
Sharissa was helpful and quick.
Reply from LensDirect.comAug 3, 2023
Hello Melissa, We can’t wait to share your 5-star review with our team. They’ll be thrilled! Best, LensDirect Customer Happiness
David
Great prices. Prompt response. I had to change my order halfway through and they handled it quickly.
Reply from LensDirect.comAug 3, 2023
Hello David, Thank you for the 5-star review! We’re here to serve you anytime. Regards, LensDirect Customer Happiness
