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

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

LensDirect.com reviews

Showing 177 reviews with 2 stars · Clear filters

Jessica
Jul 16, 2018
Initially impressed, but now only disappointed...
I placed my first order on 7/13/18 before noon. I reviewed perscription verifiication and shipping timelines before ordering. My perscription was uploaded and I had to get expidited shipping. I was expecting to have my contacts in time for my trip. Being a digital marketer, I was shocked and impressed to get an email from my dedicated rep, which is not common for online retail business. As of today, I had to cancel my order. My brand of lenses is on backorder. I am no longer impressed with the customer experience either. My deciated rep is in the office Mon-Fri 9am-5pm EST. By noon today, I didnt receive any communication back, the LIVE CHAT on the site forces me to "leave a message". After calling customer service, I am puzzled that LensDirect.com doesn't update inventory on the site, which would have prevented me from ordering and wasting time I don't have due to my upcoming trip. The customer service rep I spoke with was GREAT!! Very professional and was able to solve my problem (keep up the goos work). The 2 stars is because I get what LensDirect.com is trying to do for customers. But there are other areas that need to be buttoned up before account reps can take customer service to the next level.
Response from LensDirect.comJul 20, 2018
Hi Jessica! I was able to find your order and I apologize profusely for the inconvenience. Your product was relatively new and we were somewhat struggling to get them in. We have since taken that product off. For this inconvenience, I have put in $10 into your account. I hope that one day you decide to order with us again! I apologize again. If there's anything I can do to help, please let me know! Have a great day! The LensDirect Team
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David G.
Jul 14, 2018
Be Careful - false advertising
I was pleased with these guys and their attention to detail and customer service until I discovered they are not honest. They advertise free shipping and handling on sales over a certain price. However, I was charged for handling. When I complained, they double talked and tried to justify the fee by calling it something else. However, it clearly shows "handling" on my invoice. Extremely annoying to be subject to games like this. I won't be using them again. Update- after complaining, they agreed to refund the charge.
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Ralph R.
Jul 6, 2018
It's been over a month since I placed…
It's been over a month since I placed my order and I still don't have my contacts!!!! First order was "lost" or at least that is the BS I got. I need my contacts ASAP!!
Response from LensDirect.comJul 20, 2018
Hi Ralph! I apologize profusely because of your delay. Your lens, Preference Standard, is a VERY difficult lens to get in. This is why you were on backorder. And then USPS lost your package! We all felt terrible. I remember your representative attempting to rush an order but the manufacturer does not make enough stock in this product that a "rush order" does not exist. For your next order, please allow us to expedite it. I will also be putting in $10 account credit for this inconvenience. I apologize profusely once again. I wish there was more I could do. If there's anything else you need, please let me know. Have a great day! The LensDirect Team
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Cheri' S. P.
Jul 5, 2018
Super fast delivery but unsuccessful in use of product
Super fast delivery and response to questions or concerns via email. The contacts that I ordered ended up floating around in my eyes and obstructing my vision. No return was possible and the representative wanted to replace my first order with the exact same kind which I chose not to accept. Spent alot of money on my order to end up completely unsatisfactory. Wont be utilizing this process again,
Response from LensDirect.comJul 20, 2018
Hi Cheri! I apologize about any inconvenience caused. This product you ordered is very difficult. We cannot get trials and can only send out replacements of exactly what you ordered. It is policy when it comes to this product. For any problems we caused, I have put in $10 into your account. I apologize once again. Please let me know if you have any questions. Have a great day! The LensDirect Team
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Kerry S.
Jun 20, 2018
Everytine I’m ready to order
Everytine I’m ready to order, the price on my contacts goes up. Soon they will be as expensive as all the other sites I can choose from.
Response from LensDirect.comJun 22, 2018
Hi Kerry! I am so sorry to hear this. We don't like increase in prices as much as you! Unfortunately, we have to abide by the manufacturer's increases. Especially when it comes to Coopervision products, they are always looking to raise prices. If you ever would like a great way to save money, come to us and ask for advice! We always want to help. We hope to see you again very soon! Have a great day! The LensDirect Team
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Pini L.
Jun 13, 2018
Took way to long to confirm order
Took way to long to confirm order
Response from LensDirect.comJun 19, 2018
Hi There! I apologize about that delay. It looks like we called your doctor and left a message. It passed the 8 business hours, which is the amount of time given by law to the doctor to contact us back. Since they did not contact us back, we are legally obligated to send out what you ordered. If you have any questions about why this call wasn't returned, please contact your doctor to make sure that everything is okay. For this delay, I would be happy to give you free expedited shipping on your next order! I apologize for any inconvenience. Please let me know if you have any questions. Have a great day! The LensDirect Team
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Brian
Jun 1, 2018
Not very happy with the pricing for the…
Not very happy with the pricing for the contacts. Looking at other options.
Response from LensDirect.comJun 5, 2018
Hi Brian! I'm so sorry to hear this from such a dedicated customer! If you ever would like a great coupon to save some money, you can always contact your representative for all the great deals we have going on. :) We hope to see you again very soon! Have a great day! The LensDirect Team
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WILLIS M.
May 23, 2018
My lenses arrived too late (UPS)…
My email stated I'd have my lenses Friday before my Carnival Cruise on Sunday, no lenses. (I figured a week would be plenty of time to ship) Waited all day Saturday. no lenses. Received updated email Saturday after business hours stating lenses would be delivered Monday, the day after my cruise left. NEVER TRUST UPS for on-time deliveries.
Response from LensDirect.comMay 24, 2018
Hi Willis! Thank you so much for informing us of your experience! I apologize about any inconvenience. Sometimes with UPS, there are problems with getting them on a specific business day but you waited way too long! For this delay, I will be happy to give you free expedited shipping on your next order with us and put $5 into your account to save you some money! We wouldn't want you waiting any longer than were on your last order. I hope this helps a little bit! I apologize once again. Please let us know if there's anything else we can do for you and we would be happy to help! Have a great day! The LensDirect Team
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