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
Randall
I reached out to LensDirect after I messed up something on my order and Starr, the customer support agent I spoke to, was very helpful and resolved my issue quickly! I will be buying from them again.
Reply from LensDirect.comJun 26, 2023
Hello Randall, Thank you so much for the positive rating. We're happy that you're happy, and we're looking forward to your next visit to LensDirect. Sincerely, LensDirect Customer Happiness
ALICIA A.
Very helpful with my order and pleasant as well.
Reply from LensDirect.comJun 26, 2023
Hello Alicia, We are so grateful for your 5-star review. Thanks for sharing your rating with us and the community. Regards, LensDirect Customer Happiness
Lenora S.
Had lenses made for my granddaughter. It did take longer than expected, however, they were very responsive to inquiries to keep me updated with the cause for the delay, etc. Received the glasses with the new lenses and are extremely happy with them! Would definitely use again.
Reply from LensDirect.comJun 26, 2023
Hello Lenora, We really appreciate you taking the time to share your rating with us. We look forward to seeing you again soon.” Best, LensDirect Customer Happiness
Erica
I had some trouble logging in and later placing my order. I reached out to customer support through the chat feature and Starr helped me both times. Thanks, Starr! I have ordered through LensDirect before, and was overall happy with my experience, and got my contacts at a great price.
Reply from LensDirect.comJun 26, 2023
Dear Erica, 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. Best, LensDirect Customer Happiness
Oksauna B.
I received an email informing me that my payment didn’t go through and I called to get some assistance since I had lost my card the day before and had thought they had already pulled the payment. When I first called, I reached a guy who was not rude, but very short and callous in his responses so I decided to hang up and call back. When I did, I reached Kayla, who was polite, professional, and patient from the start. She listened to all my questions and helped with all my concerns (and I did have a few concerns). She explained everything, even down to why she asked the questions that she did and clarified every step to make sure we were always on the same page. Kayla was everything that I could have hoped for in the middle of the last stretch of vacation prep stress and I just wanted to be sure to say thank you.!
Reply from LensDirect.comJun 26, 2023
Dear Oksauna, It is not every day that we receive feedback as detailed and thoughtful as yours. But trust us when we say that it does not go unnoticed. Your comment has given us valuable insight into the services that we provide at LensDirect. We sincerely thank you for taking the time to share your thoughts with us. Best, LensDirect Customer Happiness
Ebetpdx
I placed an order to replace the lens with my new prescription on 4-3-2023 and uploaded my prescription as requested via PDF which per the website is an acceptable format. After I had finalized the order and the money was transferred via PayPal I received an email asking me to upload my prescription - had to send a .jpg, then I get an email asking for my PID, which I submitted via their app on my phone, said it was received in the app so good. 3 days later (today) I got an email addressing me by a different name, but the correct order number asking for my PID again. At this point, I asked for a refund as there was No way I'm trusting this outfit to make my lens, which I know hasn't been started as they keep asking for information I have already supplied. I have texted & emailed Lens Direct requesting a cancellation of the order and a refund. The best they could do was ask for my email via text and try to make the change I requested. This is NOT how you endear confidence in a customer. Overall not a good experience with this business. Am calling my bank to reverse the CC charges. Just finished looking at my Paypal account and they had set this up as a RECURRING charge on top of it all. Do not do business with this outfit, incompetent at best, and a scam at worst. EDIT: as of 4-10-2023 I was able to get my order canceled and am awaiting a refund. I still stand by my decision to not do business with this company. Edit2: 4-25-2023 Well after 2 weeks and being told, they had no record of my being charged, and having to prove they charged me my refund has finally been initiated per PayPal. Final update when I get my money back.
Reply from LensDirect.comJun 29, 2023
Dear Elizabeth, We are sorry to hear that you have had such a negative experience. Our team is dedicated to providing excellent customer service, and we strive for 100% satisfaction with every customer. I am sincerely sorry that you were not addressed by your given name Mrs. Richter. We received your refund request for your Lens Replacement order. The refund was issued in the amount of $184.25 and you should have been able to see this transaction in your account within 5 business days. I apologize again for all the trouble caused and wish you all the best. Please reach out to me if you have any questions or concerns. Sincerely, LensDirect Customer Happiness
Rafael A.
Customer service is always top notch
Reply from LensDirect.comJun 26, 2023
Hi Rafael, Thanks so much for sharing your experience with us. We hope to see you again soon. Regards, LensDirect Customer Happiness
HM
Natasha was terrific in helping me to return some contacts. The hold time waiting was a little long, but no reflection on her. She was extremely helpful..
Reply from LensDirect.comJun 26, 2023
Hello HM, We are grateful that you took the time to leave us a review. Your feedback helps us to improve service for everyone. Best, LensDirect Customer Happiness
