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
Jeff C.
I had a question about lens choice before ordering. The representative was very responsive and informative.
Reply from LensDirect.comJun 26, 2023
Thanks Jeff,, It makes our day to hear that we were able to provide you 5-star service. We’ll make sure the entire team at LensDirect receives your feedback – they’ll be thrilled to hear your kind words. Your friends at ACME
Okyshantel V.
I had the pleasure of being helped by DAISY, She was very professional and puntual about everything..I truly appreciate the great customer service, she definitely is an asset to the company and needs a pay raise. It’s agents like her that’s makes me as a customer want to keep doing business. Great job DAISY, keep striving for greatness.
Reply from LensDirect.comJun 23, 2023
Hello Okyshantel! 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! Regards, LensDirect Customer Happiness
Dee
Natasha helped me with an issue I have been dealing with for over a week. She resolved my situation in about 15 minutes and called me back to assure me that she did what she said she would. I was ready to cancel my order with LensDirect, until Natasha was able to help me.
Reply from LensDirect.comJun 23, 2023
Hello Dee, 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 Natasha receives the recognition they deserve. Thank you again, Dee, have a great day! Best, LensDirect Customer Happpiness
Adam G.
Excellent customer service. Thanks Charlena.
Reply from LensDirect.comJun 23, 2023
Dear Adam, Thanks for your 5-star review! We sincerely appreciate your feedback. Regards, LensDirect Customer Happiness
KV
Was sent an order with a missing item so I reached out when I discovered this. The customer service rep, Nelva, handled the matter quickly, escalated the issue so the correction would be made, and followed up to let me know the matter would be resolved. She told me that I would receive an email when the shipment was sent, which I promptly did.
Reply from LensDirect.comJun 23, 2023
Hello KV, It’s always amazing to hear that we’ve been successful in our goal of providing our customers with the best possible experience. Thank you for giving us the chance to serve you. Regards, LensDirect Customer Happiness
Aina R.
It's more than 7 weeks for a lens replacement ( order put on May 15th , frames arrived in their facility on the 18th as per tracking number) ...and her we are , more than a month later and still haven't gotten my glasses back. no updates and customer services is of no help
Reply from LensDirect.comJun 23, 2023
Hello Aina, I'm sorry to hear that you were not happy with your experience with LensDirect.com. 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. Thanks, LensDirect Customer Happiness
Lisa M.
I needed to postpone an auto refill order and Nyah responded right away and got it cancelled before it shipped and before I was charged. Excellent customer service!
Reply from LensDirect.comJun 22, 2023
Hello Lisa, It’s lovely to hear your kind words of appreciation for our hard-working staff at LensDirect. Thank you for choosing us. We hope to serve you again soon. Regards, LensDirect Customer Happiness
JR
Ordered lenses May 5th. They made lenses with the wrong prescription. Returned frames on June 1st - and now - three weeks later - nothing. They say next week - nobody knows what is going on.
Reply from LensDirect.comJun 23, 2023
Dear JR, I’m so sorry that you had issues with your Lens Replacement order. We’re normally known for our exceptional attention to detail, and we regret that we missed the mark. We always aim to deliver a great experience, and we are a bit disappointed that we don’t meet your expectations. Thanks for taking the time to bring this to our attention. We will use the feedback to make us better and to ensure this doesn’t happen again. Thank you for posting a review and we’re sorry to hear that your experience was not up to standards. We would like the opportunity to talk and investigate your feedback further. You can feel free to contact us at 1-800-536-7111. Sincerely, LensDirect Customer Happiness
