LensDirect.com Reviews | Read Customer Reviews of lensdirect.com

LensDirect.com Reviews | Read Customer Reviews of lensdirect.com

LensDirect.com reviews

Showing 674 reviews with 1 star · Clear filters

Bartosz
Sep 5, 2025
The quality of my last contacts is not…
The quality of my last contacts is not good. They keep irritating my eyes, keep falling out as well as ripping. On the other hand the order processing and turn around time with shipping is great!
Response from LensDirect.comSep 23, 2025
Hello Bartosz! We're truly sorry to hear that the quality of your recent contact lenses hasn't met expectations. Dealing with discomfort, lenses that fall out, or tear easily is understandably frustrating and certainly not the level of quality we aim to provide. While we're glad to know the order processing and shipping went smoothly, we recognize that the product experience is just as important. Please know that we've reached out directly to help get this sorted and ensure the issue is properly addressed. Your experience matters to us, and we appreciate you bringing this to our attention. We're committed to making things right and to improving wherever we can.
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Laurie S.
Sep 4, 2025
The wrong script was sent
The wrong script was sent! I take +3.0 but -3.0 is what I received. Lens Direct is blaming the doctors office, however, this is a refill! The correct lenses were sent to me 3 months ago. Lens Direct WILL NOT pay for me to send them back or issue a refund.
Response from LensDirect.comSep 5, 2025
Hello, we're very sorry to hear about your experience. Your vision and satisfaction are our top priorities. After a careful review of your account, we see that your auto-refill service was canceled in early June, and this recent order was placed manually through our website. For manual orders, we must fulfill the exact prescription details that are selected during the checkout process. We absolutely want to help you resolve this, one of our team will be reaching out ASAP!
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KAREN C.
Sep 2, 2025
I placed my order 8 days ago and paid…
I placed my order 8 days ago and paid for “super fast” delivery and have still not received my contacts. It was not sent with expedited delivery as is obvious from the shipment tracking which shows it has gone to 5 different USPS facilities and sat in one place from 25th-28th August. The customer service agent advised this is “within expected timeframes” and did nothing. This is definitely not super fast. I will be searching for a new company with better customer service and delivery.
Response from LensDirect.comSep 2, 2025
Hello Karen! We're really sorry to hear about the delay with your order and the frustration caused by the lack of support. We completely understand how disappointing it is to pay for “super fast” delivery and not receive your contacts on time. Clearly, this experience didn’t meet your expectations or our standards. We also apologize that our customer service response didn’t help resolve the issue. You deserved better communication and follow-through, and we’re taking your feedback seriously to ensure this doesn’t happen again.
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Velva M.
Sep 1, 2025
The lens direct contacts were…
The lens direct contacts were defective. Everything was blurry, but when input on an old contact I could see fine.
Response from LensDirect.comSep 2, 2025
Hello Velva! I’m truly sorry to hear that the contacts were defective and caused blurry vision. That must have been really frustrating, especially when your old contacts worked fine. We sincerely apologize for the inconvenience and want you to know we’re more than happy to rectify this issue for you. Please don’t hesitate to reach out so we can make it right.
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Christine S.
Sep 1, 2025
Poor order handling
After charging me for an order and not delivering it when I put a new script in. They shipped the order out a month later the day I requested it cancelled and a refund… then they tell me that I can return the orders and I will not be fully refunded as an insurance and handling fund is non refundable on an order that I told them to cancel and they went ahead and sent it out. I disagree with this business practice and will go somewhere else.
Response from LensDirect.comSep 9, 2025
Hello Christine! We're very sorry to hear about your experience and completely understand your frustration. It’s never our intention to cause inconvenience, and we sincerely apologize for the delay in processing your cancellation request and for the confusion surrounding the refund. We truly regret that we didn’t meet your expectations and appreciate you bringing this to our attention. If there’s anything more we can do to help resolve the matter, please feel free to reach out to our team directly. Thank you again for your feedback it helps us do better.
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Peter B.
Aug 31, 2025
Totally would NEVER do business with…
Totally would NEVER do business with firm again. The transition from distance to reading was much lower than I needed and than the old lenses which were in the frame I sent to the firm for the new lenses. I called the firm about it to inquire if I might qualify for a discount of some sort to redo the lenses with a higher transition point. The firm totally they would be glad to do it as a new order without any discount whatsoever. DO NOT DO BUSINESS WITH THIS FIRM -- EVER
Response from LensDirect.comSep 2, 2025
Hello Peter! We’re truly sorry to hear about your experience and that the new lenses didn’t meet your needs. It’s understandable to feel frustrated, especially after sending in your trusted frames and expecting a comparable result. We also regret that our response to your request for a discount came across as dismissive. That’s not the level of care we aim to provide, and we apologize for falling short. While we respect your decision, we’d welcome the chance to make things right.
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Adam K.
Aug 29, 2025
Glasses wrong prescription twice. Wouldn't refund my money.
I would give them 0 stars if I could. I had a pair of frames that I loved and wanted updated lenses placed in them. I sent in the frames and after waiting just under a month to get them back, they were wrong. I spoke with customer service thinking it should be easy to get them replaced. It wasn't as easy as it should have been but they did agree to replace them. After waiting another 3 weeks, I asked them to send me my frames back and refund my money. They said that since it's not their policy to refund, they would not but would offer me 10% off (wow, a whopping 10% while still waiting for my glasses). I finally received them and again, the prescription was not correct. Since they made it abundanlty clear they would not refund my money, I am now stuck with a $300 pair of glasses that I can't use. In the meantime, I ordered 2 pairs from a different online merchant and received them... CORRECT, in about 10 days. My strong advice, is to research and use a different glasses company since LensDirect's return policy is highly slanted towards them and not the consumer.
Response from LensDirect.comAug 30, 2025
Hi Adam, I am so sorry for the frustrating and unacceptable experience you’ve had. We let you down, not just with your order, but with how we handled things afterward. We truly want to make this right. What you experienced is not at all what we stand for. We'll have someone from our team reach out to you personally and find a solution that works for you. Thank you for the honest feedback.
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B S.
Aug 7, 2025
They ruined my frames
UPDATE: They sent me a label to mail back my glasses to try and fix them. I'll update again when I get them back. They ruined my frames. They stretched and bent the frames so much that they can not even be worn.
Response from LensDirect.comAug 12, 2025
Hello B! We’re truly heartbroken to hear what happened to your frames. We understand how personal and important your glasses are — not just as a necessity, but as something you rely on every day. To have them returned stretched, bent, and unwearable is completely unacceptable, and we are so sorry for the frustration, inconvenience, and disappointment this has caused you. You trusted us with something valuable, and we let you down. Please know how deeply we regret this experience, and how seriously we take situations like this!
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