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
ViA
Alex was very cordial and polite. His tone and manner were very much appreciated. He was able to assist me with the completion of my reorder.
Reply from LensDirect.comJun 19, 2023
Dear VIA, 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
Troy N.
I had received an email telling me that my new order could not be processed due to my card not being valid. Nigella took my call and expressed a very comfortable and warm tone. She quickly corrected my card information for me. Verified everything for my order was correct and got my order processed for shipment right away. LensDirect has always been wonderful to me and the customer service is absolutely top notch. More companies should take a page from their book on how they handle customer service and execute it to perfection.
Reply from LensDirect.comJun 19, 2023
Dear Troy, 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
Claire L.
Kissel was incredibly helpful. I’m a young contacts user who did not realize that I needed astigmatism lenses and she explained the concept to me, how it was shown in my prescription, and corrected my lensdirect order to the astigmatism lenses so that I could actually see! She was personable and charismatic, all the while helping me efficiently and going above and beyond to give me all the assistance and explanation I needed. Thank you, Kissel!
Reply from LensDirect.comJun 19, 2023
Dear Claire, 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
Hugh D.
My lenses were made incorrectly as they read with induced prism in the lenses. My doctor wrote a letter to that effect and LenDirect refused to recut/remake or refund my purchase. The lens caused severe headaches and sore eyes after wearing them for two hours. It took several months to determine the issue. LensDirect never called and telling me they will make me smile is corrupt. LensDirect has a 4.4 rating on review aggregator Trustpilot. Considering there are over 4,000 reviews, that's considered excellent. LensDirect's Better Business Bureau (BBB) listing tells a very different story.
Reply from LensDirect.comJun 19, 2023
Hello Hugh, We’re sorry to hear of your less-than-satisfactory experience with our company and hope you will accept our sincerest apologies. Being known for our great customer service, it’s important that our customers are more than satisfied and we would like to resolve this issue immediately. we would like to make things right. Upon review, I noticed that the Lens Replacement order was placed on July 12th, 2022, and you reached out 11 months later to inform us that you were having issues with your lenses. As per the company policies, your new lenses are backed by a 1-time, 90-day warranty. Hence the reason we were unable to process a recut. Please see the link below.https://www.lensdirect.com/return-policy We will reach out soon and you should get a call from us to determine how we can provide a solution that makes you smile. Sincerely, LensDirect Customer Happiness
douglas P.
Online chat was very helpful
Reply from LensDirect.comJun 15, 2023
Hello Douglas, We really appreciate you sharing your review of our service. Thank you! Regards, LensDirect Customer Happiness
Anna C.
Chatted online with kissel and got the help I needed!
Reply from LensDirect.comJun 15, 2023
Dear Anna, 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
laetitia S.
For the first time I had such a close and fulfilling approach to my buying contact lenses from this store. Everything went smooth and I’m happy with the purchase. Lenora was awesome and very thorough and pleasant
Reply from LensDirect.comJun 14, 2023
Dear Laetitia, 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
Noelle N.
Kissel was so helpful, trying to escalate my dates for my order arrival. I really like working with Lensdirect, I just dislike how many times I lose my glasses!
Reply from LensDirect.comJun 14, 2023
Hello Noelle, Thank you for choosing our service and writing such a positive review. We’re glad to have you as a customer and we’ll do our best to continue delivering the high-quality experience you’ve come to expect. Regards, LensDirect Customer Happiness
