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
Derek
Very good prices, no hidden fees, good customer service and the shipping time was decent. Looked to be good selection of contact lens as well.
Reply from LensDirect.comJul 26, 2023
Dear Derek, Feedback like yours is valuable to us. It helps us continue to improve and provide the best possible service to customers like you. Thank you, and have a great day! Regards LensDirect Customer Happiness
Pablo F.
Nyah did a great service in helping replacing my contacts with fast service !!!!
Reply from LensDirect.comJul 25, 2023
Dear Pablo, I’m happy to hear that our team provided you with excellent service. I’ll make sure that they receive your feedback. I’m sure it will make their day! Kind Regards, LensDirect Customer Happiness
Amy
I ordered contacts two weeks ago, my credit card was charged immediately and I received an order confirmation. I log on today to track my order and the site tells me my order doesn't exist. Customer service finally gets back to me 6 hours later to fix and tells me to log in. When I do, I see my order isn't filled because it says my prescription is bad. I never received an email telling me this but they were happy to take my money. If I hadn't aggressively followed up, there is no reason not to believe that they were just going to keep my money and perhaps charge me monthly?
Reply from LensDirect.comJul 25, 2023
Hello Amy, 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
Sylvia Madeira Z.
Very accommodating, and thorough. Kept my best interest in mind!
Reply from LensDirect.comJul 25, 2023
Hello Sylvia, We really appreciate you taking the time to leave us your 5-star review. It means a lot to the whole team, and we’d love to have you back very soon. Regards, LensDirect Customer Happiness
Shane M.
This company is the worst. I shipped my glasses to LensDirect at the beginning of May and got them back about a month later. Both of the new lenses were scratched—one with several small scratches directly in the center of the lens. (So much for that quality assurance step.) It took customer service a couple days to approve a recut of the lenses and issue a new mailing label. Fast forward another month and I’m still waiting for my glasses. They haven't even cut the lenses yet! I will never use this company again. I will gladly pay twice the price at LensCrafters for quality lenses and a hassle-free experience. STAY AWAY! Update: August 3, 2023. Company claims they can’t find my information in the system. They immediately flagged my review to have it removed if I didn’t enter my name, phone number, email address, and order number. I immediately provided all of the information requested, all of which matches the order information. It’s interesting how it took them two weeks to respond. I received my glasses a few days ago. And while they’re fine the second time around, it wasn’t worth three months of hassle and waiting. Additionally, I find it strange that the company has so many 5-star reviews praising and calling out specific customer service representatives by name, yet virtually none of them mention anything about the issue or problem that prompted a call in the first place … Draw your own conclusions.
Reply from LensDirect.comAug 3, 2023
Hello Shane, 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
Shane
Charlena was helpful in helping me get my prescription sorted! Very happy with the customer service.
Reply from LensDirect.comJul 24, 2023
Hello Shane, We can’t wait to share your 5-star review with our team. They’ll be thrilled! Regards, LensDirect Customer Happiness
Ann C.
I've been waiting over a month to get my glasses back. I sent them in for new lenses. I even paid for expedited shipping. I just called and I have at least another week without glasses.
Reply from LensDirect.comJul 26, 2023
Hello Ann, 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
Rich S.
Took a lot longer than promised. Still waiting on my glasses coming back to me. Support only gives vague answers. No concern for my not having my glasses or that I have travel plans.
Reply from LensDirect.comJul 26, 2023
Dear Rich, I understand that you’re upset about the shipping delay for your order 914040833 and I want to sincerely apologize for the inconvenience this has caused you. We know how important it is to receive your order in a timely manner, and we’re truly sorry for not meeting your expectations in this case. I’d like to assure you that we’re actively working on resolving the issue that caused the delay. I did notice that the order has been delivered in July 24th. To make up for this inconvenience, I’d like to offer you a discount, for your next purchase with us. If there’s anything else I can do to assist you or if you have any further questions or concerns, please don’t hesitate to let me know. We value your business and want to ensure you have the best possible experience with our company. Regards, LensDirect Customer Happiness
