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
wahm
Bibi took care of my lens exchange after initial replacement, thank you.
Reply from LensDirect.comJul 5, 2023
Hello Wahm, Thanks for your 5-star review! We sincerely appreciate your feedback. Regards, LensDirect Customer Happiness
Sue R.
Oneil was very helpful when I needed to return an item.
Reply from LensDirect.comJul 4, 2023
Hi Sue, 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
Jimmy
This is the WORST vendor experience I ever had. I had LensDirect do a lens replacement on a pair of sunglasses. When I got them back they were so badly misshapen that I couldn't even really put them on. I contacted them and they wanted to know my opinion of the actual prescription lenses before they agreed to take them back to reshape them. I told them that I couldn't tell because one lens was almost pressed against my eyeball when I managed to put them on! It was also irrelevant to the condition of the frames. Still they insisted. I sent them back and no word. 5 weeks later I contacted them and they said the tracking number showed I didn't send them back (first they made me email them the label as if they didn't have it in their records). They made no other effort to look it up by order number, name, etc. Just put the onus on me to email them their own tracking label!!! Then they ignored me until I emailed again. Again, they said the tracking showed I never used the return label they provided. So I looked it up on USPS tracking and it clearly showed delivery to their office and signed by employee on December 8. This is a horribly inept, incompetent business who alienates customers and seems to find it entertaining to make up lies and condescend to the people who put trust in them, for what reason I couldn't comprehend. What possible upside is there to a business to behave like this? None. Just reviews like this.
Reply from LensDirect.comJul 6, 2023
Hello James, I apologize on behalf of everyone at LensDirect. Please know that your situation was an exception. I am very sorry for the excessive delays with your Len Replacement order. As you can see in other reviews, we are known for taking ownership and caring deeply about our customers. We can’t fix the past but you have my personal commitment to improve the way our staff serves every customer. Until then, please accept my sincerest apologies on behalf of everyone on the team. Regards, LensDirect Customer Happiness
Benjamin B.
Excellent costumer service, as usual. Thanks Sheena for the outstanding support.
Reply from LensDirect.comJul 5, 2023
Hello Benjamin, We’re grateful that you took the time to leave us a review. Thanks a lot! Regards, LensDirect Customer Happiness
Dawn
I had a question about a refund that had been issued about a week ago, and they were very patient with me. I had set up AutoRefill years ago, and did not remember that it was not on my credit card but PayPal. Bibi was very quick to answer my questions (no lingering bubble dots), and kind. I will miss using Lens Direct for the customer service and the kind and prompt help with every aspect of ordering contact lenses. Unfortunately, they do not carry my new prescription.
Reply from LensDirect.comJul 4, 2023
Dear Dawn, 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. Sincerely, LensDirect Customer Happiness
Samantha O.
Had a few issues with delivery. Bibi was able to come to a conclusion and was kind!! We have done many orders here before and Bibi was able to correct the one order that wasn’t successful. We will be doing business with LensDirect in the future thanks to Bibis help!
Reply from LensDirect.comJul 4, 2023
Hello Samantha, We’re so grateful that you took the time out of your day to share your review with us, LensDirect We’ll make sure that your customer representative Bibi receives your kind feedback. It will make their day! Kind Regards, LensDirect Customer Happiness
Gail B.
Excellent customer service experience. Quick to get a person on the phone. I spoke with Oneil who was very courteous, knowledgeable and professional.
Reply from LensDirect.comJul 5, 2023
Hello Gail, Thanks a lot for your kind words and for sharing your 5-star review with the rest of our community. Regards, LensDirect Customer Happiness
Pamela
O’Neil is a true asset to your company. He handled my problem in less than five minutes and gave me a discount for my trouble. He deserves a raise!
Reply from LensDirect.comJul 5, 2023
Hello Pamela, We’re so grateful that you took the time to leave us a 5-star review. Thank you! Regards, LensDirect Customer Happiness
