LensDirect.comReviews of lensdirect.com

The first cut of my lenses didn't turn out right, and my doctor tweaked my prescription just a bit because of it. LensDirect made it right by recutting the lenses at no charge. Sari was super helpful and professional in getting me taken care of!

Had an issue with a contact lense order, Djanna resolved it quickly and very professionally via chat!

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 called and spoke with Mario. I had ordered my contact lens and for some reason the whole box of left lens ripped within the 3rd or 4th use. But Mario listened and took care of it right away. Great customer service! Will definitely be ordering from LD again!!

Mario was very helpful

I had many, many questions regarding the two pairs of frames I'm seeking lenses for, and Dion steadfastly and patiently answered them all. I was likely pretty annoying but Dion seemed to understand that I only wanted to get them right...

Thank you Nyah for your great customer service.

I am writing to formally commend Dion for the exceptional service he provided while assisting me with an update to my recent order. Dion provided complete support throughout the entire process by directing the correct execution of all required changes. His combination of friendly behavior and professional conduct created a smooth and relaxing experience for the entire process. I wanted to ensure his hard work and positive attitude received recognition because he provided exceptional support which is not commonly found. Thank you for employing such high-quality representatives who truly prioritize the customer experience.