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
Jessica B.
Very good website, had a confusing situation with the eye doctor that got sorted and Kayla was extremely helpful in dealing with my issue. Would use again. Thank you, Kayla!
Reply from LensDirect.comJul 3, 2023
Hello Jessica, Thanks for visiting us at LensDirect. We’re glad that the entire staff made you feel welcome. We look forward to serving you always. Best, LensDirect Customer Happiness
susan A.
I ordered contacts for overnight delivery on the 2nd. Spoke with someone on the 8th - not sure why but was stuck in “verify prescription”. Apologized and was told taken care of. Today is the 13th. Hoping they show up today. While overnight was refunded, i’m still without contacts at a time they were really needed quickly. That is why i ordered them from here - showed in stock and overnight available. NEVER AGAIN will I use this company. Luckily there’s a lot of other options out there. DO YOUR RESEARCH!
Reply from LensDirect.comJul 4, 2023
Dear Susan, We're sorry to hear that you experienced a delay in receiving your product. We understand how frustrating this can be and we apologize for any inconvenience. Upon review, I noticed that the order was shipped out on March 10th. This is not something that typically happens and we are sincerely sorry that we did not meet your expectations. Again, I’m very sorry about the situation, please contact us at 1-800-536-7111 or [email protected] if you have any questions or need anything further. Regards, LensDirect Customer Happiness
Roberto
Starr was very helpful. Had all the answers to my questions so that I could send my frames in for new lenses. Thanks!
Reply from LensDirect.comJul 3, 2023
Hello Roberto, Thank you so much for giving us 5 stars. You made our day! Regards, LensDirect Customer Happiness
Ayman S.
After a month from sending my glasses to replace lenses I didn't recieve it back. I called and the person answered me said he cannot find my order although I received an email three weeks ago that they started working on my glasses. He told me that he will update me the next day which is Saturday but of course no one reaches out to me. When I called on Saturday they are closed although the website says the company working 9-6. I wished I had followed the reviews.
Reply from LensDirect.comJul 4, 2023
Hi Ayman, Thanks so much for telling us about this problem. We always strive to provide amazing service and I’m sorry that didn’t happen this time. I looked into the matter for you and was informed that your lenses had to be redone since they did not pass the quality check. If you’re willing to give us another chance, please call 1-800-536-7111 to set up another visit at a time that’s convenient for you. I would be happy to provide a discount for your trouble. I hope to hear from you soon and get another chance to make a good impression. Regards, LensdDirect Customer Happiness
Ms. C.
Great service! I sent in 4 year old frames I bought overseas for new progressive sunglasses. Not only are the lenses perfectly aligned sight-wise, but they tightened up the hinges so that the frames are like new!
Reply from LensDirect.comJul 3, 2023
Hi Ms. Catherine, Your comments have been shared with our entire team at LensDirect. When we hear from happy customers like you, we spread the positivity around! Hope to serve you again soon. Regards, LensDirect Customer Happiness
KT
I have ordered from LensDirect several times but managed to forget to update my address when placing my most recent order. Warren was a fantastic customer service representative and helped to resolve my mistake effortlessly. Thank you, Warren!
Reply from LensDirect.comJul 3, 2023
Hi KT, 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
Brooklynne
Babi was incredibly helpful and attentive. She did everything she could, went above and beyond to find my order and get my contacts to me asap. It is so nice to get customer service to those standards. She deserves well over the 5 stars for being so kind and professional too.
Reply from LensDirect.comJul 3, 2023
Thanks, Brooklynne! 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. Best, LensDirect Customer Happiness
Brooke C.
I sent my daughter's frames to this company 2.5 weeks ago for lens replacement & to date I have received several conflicting stories as to the status of when they will be completed! When I search logged into my acct on their website it comes up as there's no order found for me. Yet my tracking info shows the frames were received by them on 2/26/2023. Then I got an email they were received 2/27/2023. Then I get emails they've been putting the finishing touches on the lenses for over a week now, yet now there's no record?? I contacted multiple reps and each one literally has a different story! I'm legit questioning if they were lost by them or destroyed & I'm being stalled at this point. My daughter really needs her glasses back to see in school & I'm regretting using this company now!
