LensDirect.comReviews of lensdirect.com

Response from LensDirect.comJul 21, 2025

Hi Richard, Please accept our apologies for the difficulties you encountered. We did attempt to verify your prescription with your eye doctor, but they were unable to release the information due to its expiration, which unfortunately held up your order. Looking at your account, I can confirm that a full refund has been issued, and your glasses are currently awaiting pickup at your local post office. We're ready to assist you in placing a new order as soon as you're able to provide an updated prescription.

Response from LensDirect.comJul 8, 2025

Hello NI! We're very sorry for the experience you had. Paying extra for faster shipping and not receiving your order on time is frustrating, and we understand how disappointing it must have been to also feel unsupported by our customer service. We sincerely apologize for not meeting our standards—or your expectations. Your feedback is taken seriously, and we’re sorry for the inconvenience caused.

Response from LensDirect.comJul 4, 2025

Hello C Rain! Thank you for your feedback, and we’re truly sorry for the frustration you experienced with your order. We understand how disappointing it is when lenses don’t fit as expected, and we regret that the return process added to your inconvenience. We’d love the chance to make this right and learn more about your experience. When you have a moment, please reach out to us at [email protected] or send us your contact details so we can follow up directly.

Response from LensDirect.comJul 1, 2025

Hello Jenny! Thank you for reaching out and bringing this to our attention. We’re truly sorry to hear that the lenses you received don’t fit your frames. That’s definitely not the experience we want for our customers, and we understand how frustrating this must be. We’d love the opportunity to make this right. If you could please reach out to our customer support team we’ll work quickly to resolve the issue. Again, we apologize for the inconvenience and appreciate your patience. We’re committed to getting this sorted out for you.

Response from LensDirect.comJul 1, 2025

Hello Jodi! I’m truly sorry for the frustrating experience you had with your second order. You were right to expect the same smooth service as before, and we clearly let you down. Receiving the wrong lenses, having to repeat yourself to multiple reps, and paying to return an item due to our mistake is unacceptable. We sincerely apologize for the confusion, poor communication, and the time you had to spend fixing something that wasn’t your fault. Your feedback is being taken seriously, and we’re reviewing what went wrong so it doesn’t happen again. Thank you for bringing this to our attention—and again, we’re very sorry for the inconvenience.

Response from LensDirect.comJul 1, 2025

We’re so sorry for the upsetting experience you’ve had with your recent glasses order. We completely understand how frustrating it must be to have waited since April—especially when it involves your cherished Gucci frames and such a meaningful investment. Please accept our sincerest apologies for all the inconvenience and stress this has caused. While we want to share a few details for clarity, we take full responsibility for the situation. It appears the initial delay stemmed from a payment issue on file, and while we did attempt to reach out by email and phone, it's clear we didn’t do enough to keep you informed. We’re truly sorry for this lapse and are actively reviewing our process to ensure better communication moving forward. As for the address issue, our system uses the shipping details exactly as entered at checkout, and it looks like the apartment number may have been left out. Unfortunately, this caused the package to be held at the post office—a hassle no one should have to deal with, and we deeply regret the added inconvenience. Please know that we’re doing everything we can right now to resolve this. Our team is in contact with the post office to ensure your glasses are delivered to you as soon as possible. Your order—and your trust—are incredibly important to us. We truly appreciate your patience, and again, we’re so sorry for how things unfolded. We’re committed to making this right. Sincerely, The LensDirect Team Shawn Alovis 2:20 PM

Response from LensDirect.comJun 27, 2025

Hello Angel! We’re truly sorry for the experience you’ve had. Waiting 13 days for a gift card, especially without updates or responses to your messages, is completely unacceptable — and we understand how frustrating and disappointing that must have been. You placed your trust in us, and we clearly fell short. We’d really appreciate the chance to make this right. If you’re open to it, please reach out to us directly at lensdirect.com so we can personally assist you and resolve this as quickly as possible.

Response from LensDirect.comJun 26, 2025

Hello Mike! We’re truly sorry to hear about your experience, and we completely understand your disappointment. Waiting nearly a month with no update—especially for lenses you needed for a planned trip—is absolutely not the standard we aim for. We sincerely apologize for the delay and the lack of communication regarding your order status. It’s especially frustrating knowing these lenses were time-sensitive, and we regret that we let you down when it mattered most. Please know we’re actively looking into what happened and are committed to making this right.