LensDirect.comReviews of lensdirect.com

Been a customer since 2024 ordering contacts and eyeglass lens replacements, so really disappointed in my recent experience. Ordered replacement contacts on 2/10 (had my annual eye exam on 2/9 with no changes). LensDirect didn't even acknowledge order until 2/12 (oh I see now that it can take 1-2 days to acknowlege order!). So that means that the standard delivery time of 5-7 business days is misleading--really 8-10 days. Called on 2/13 because LensDirect had just acknowledged my order and I didn't want to run out of contacts. Waited on the telephone for 15 minutes (after 10 minutes the recording shuts down so I didn't even know if I was still connected). Finally got a rep and couldn't understand her name. Explained my concern, and she was extremely dismissive. So I asked to be upgraded to overnight delivery at a cost of $19.95. Also asked to be connected to a Supervisor and related all again. Starr (not sure she was even a supervisor as I requested) was also dismissive with a "oh, sorry" and argued about when I placed the order. She was apparently not aware of the provision that says it MAY take 1-2 days to get the order into the system. It appears that the increasing volume has necessitated that they outsource the reps who answer the phone. In the past, I've never had a problem even when I called. Everyone showed genuine concern for resolving my problem--NOT NOW. I am now looking for another vendor who will provide the same excellent service that I USED TO get from LensDirect. Buyer beware.

I did not have such a great experience. I read reviews where the same day their frames were received, they received a notification their frames were already on their way back to them. Not for me. A full week after I mailed my frames, I received notification they had been received. I did not receive additional notifications until I inquired about the progress of my order. Three and a half weeks after I mailed my frames I finally received my order. On the positive side the lenses were accurate. For that, I am thankful. However, I cannot recommend LensDirect based on my experience. I will be using someone else in the future.

This was one of the worst customer service experiences I’ve had, unfortunately it's not possible to give a 0 star review. LensDirect completely mismanaged my order, wasted nearly a full month of my time, and then cancelled it unilaterally after their own stated processing deadline had already passed. What happened: January 15: LensDirect confirmed they had received my package which included the clip-ons and a demo lens. I was never told that anything was missing or that my order was on hold. LensDirect advertises a 12–14 business day processing timeframe. January 31: I received an email from LensDirect Customer Success acknowledging a delay, stating that my order was being expedited, and assuring me they were fully committed to completing the re-lensing process. No mention of any missing frame or pending requirement. Only after the processing timeframe had elapsed was I suddenly told that the physical frame that the clip-ons should be attached to, was required. I repeatedly asked why this requirement was raised so late. No one answered. Eventually I was told that an agent had simply “assumed” the frame was on the way and the lab was “under the impression” it would arrive. In other words, no one actually checked the file or communicated with me. Instead of taking responsibility, LensDirect cancelled my order unilaterally and refunded the money, after nearly a month of delays, confusion, and contradictory information (I haven't gotten back the clip-ons I sent) Additional failures: I paid over $100, so it's not a cheap service for such a bad customer service experience. I was never given tracking or shipment confirmation for the items I sent. I received contradictory emails (“your order is being expedited” vs. “we can’t proceed”). My questions were consistently avoided rather than answered. There was zero accountability for the time wasted. This experience shows a company with no process control, no accountability, and no respect for the customer’s time. If you value reliability, transparency, or basic competence in customer service, I strongly recommend looking elsewhere.

I have been waiting for my order for two months! Not sure what else to say. It basically seems like they have stolen my frames and have no intention of fulfilling the lens replacement order. Do not place an order or send your frames to this company.

Terrible service. Unable to receive a fax from doctor. I ordered contacts January 22, still haven't received them. I have made 3 calls and everytime they say they are sorry. I gave them my doctor's number 3 times. Then they said "bad prescription " Which it is not! They NEVER get back to you by phone or email. They gave me a number to text my prescription to and another girl tells me it us not one of their numbers but I received a text back from them saying they got it! DON'T BUT FROM THEM. I WILL NEVER AGAIN!!!

Look elsewhere if you want someone to stand behind their product. Purchased nearly $300 in lenses. They send me the return info and in a following email they tell me they can’t take them back because it's outside their return window of 90 days. The contacts are unopened. I will be donating them. I have a teenager that could have been a loyal customer for years. Not any more. Asked for a supervisor, still waiting. Save your money and shop elsewhere.

Extremely high-friction ordering process. I was hit with confusing information throughout. On order you get an e-mail with an expected shipping date, this is of course confusing because you haven't sent them anything yet and in that initial confirmation e-mail you get no information on the shipping label. A follow up e-mail arrives ~5 minutes later, in that e-mail you get a shipping label you can print. The label has no white space around it for printing to normal paper. It's unique dimensions can only be scaled by services like FedEx Kinkos on-line print and pickup to full page, which will not work for this type of label. So this creates more friction. There's more- in the same e-mail you get with label, you're informed you have to perform an IPD test using their highly suspect app, you also have to correctly mark your pupils for progressive lenses. Friction. Friction more friction. You're going to be left to wonder if you got the right dot placement, right numbers, you aren't allowed to ship your glasses in their proper case because "that's too much effort for our lab to keep up with", you're getting new lenses so who gives a care if the frames get scratched up, right? Yes, they are just that horrible. Review stars can be bought for a price. This one is honest. On top of all this the site will allow you to place an order without being properly logged-in. This would be ok, except once you return to the site to check order status you'll create an account and even using their same e-mail, their system won't link to the existing order. It will just exist in the system orphaned from your account. You won't be able to see any updates. What I'm describing are not "little kinks in the system", this is core infrastructure failure. The little details that end up causing customers stress, time and ultimately a lot more pain that it would be to just go find the best local deal. You might save 15-20% tops. The only positive thing I will say about LensDirect is that the cancelation process was streamlined and fast. That was the big uplift for me, but I will never buy another product from LensDirect and will passionately tell my store to try and prevent others from going down this path with them

The prescription lens that were added to my glasses did not match my prescription at all. I was literally unable to see through them. I called the company multiple times and was left on hold for as long as 40 minutes. I finally disputed the charge with my credit card company. Two months later LensDirect actually CONTESTED this claim! Do not believe the 100% Money Back Guarantee advertised on the LensDirect homepage! Save your time and aggravation and just go to your local optician.