LensDirect.comReviews of lensdirect.com

Response from LensDirect.comJun 25, 2025

Hello Liza! We're truly sorry to hear about your experience with the lenses. We understand how frustrating it must be to receive a product that didn’t meet your expectations, especially when it affects your daily comfort and vision. Your feedback is important, and we deeply regret that this was your first experience ordering online. Please know we take this seriously and apologize for the inconvenience you've faced.

Response from LensDirect.comJun 17, 2025

Hello Scott! I'm truly sorry to hear that your contact lens order is delayed, especially when you opted for 1-day shipping because you urgently needed them for a job. It's incredibly frustrating when you're counting on a quick delivery and it doesn't happen. I completely understand why you'd rather we be more transparent about our processing times. We know how crucial it is for you to receive your contacts when you expect them, and it's clear we fell short. I sincerely apologize for the inconvenience and the stress this delay has caused you.

Response from LensDirect.comJun 20, 2025

Hello Nicholas! Thank you for sharing your experience, and we’re truly sorry for the inconvenience and frustration you went through. We understand how disappointing it must have been to send in your glasses not once, but twice, only to have both pairs rejected. You took the time, spent the money, and made multiple trips, and we regret that it ended in such a frustrating way. That’s not the kind of experience we ever want for our customers. Please know that your feedback is being heard, and we’re genuinely sorry for the trouble this has caused you.

Response from LensDirect.comJun 17, 2025

Hello Joseph! We’re truly sorry to hear about your experience and the trouble you went through to get your glasses corrected. We completely understand your frustration with the repeated phone calls and the need to have a third party verify the issue. That should never have been necessary, and we sincerely apologize for the inconvenience and lack of responsiveness you encountered. Your feedback is incredibly valuable, and while we’re disappointed to lose your trust, we truly appreciate you sharing your experience so we can improve. If there’s anything more we can do to make this right, please feel free to reach out directly.

Response from LensDirect.comJun 5, 2025

Hello Emilijus! Thank you for taking the time to share your experience. I'm truly sorry to hear that the lens shape for your Clubmasters did not meet expectations, and I completely understand how frustrating and disappointing that must have been—especially after trusting that the lenses would be compatible. We genuinely regret that we couldn’t provide a resolution that felt right for you. Your hesitation about sending in your frames again is completely valid, particularly after an initial experience that didn’t go as promised. It’s never our intention to cause inconvenience, and I sincerely apologize for the time and expense this has cost you. While I’m disappointed we weren’t able to earn your full trust this time, I respect your decision to move forward with an OEM replacement. Should you ever reconsider or need assistance in the future, we would welcome the opportunity to make things right.

Response from LensDirect.comJun 4, 2025

Hello Dennis! We're glad to hear that our team member provided clear information, though we understand your disappointment about our current inability to offer bifocals for new frame purchased from the website. We're actively exploring options to expand our lens offerings, and we hope to make bifocal lenses available for frames from our collection in the near future. We truly appreciate your input—it helps us grow and better serve our customers.

Response from LensDirect.comJun 3, 2025

Hello Fanny! Thank you for reaching out and sharing your experience. We sincerely apologize for the delay and the frustration it has caused. Waiting over a month for your contacts—especially after being told the service would be fast—is understandably disappointing, and we regret that we’ve not met your expectations. The status of "under review" for such an extended period is not typical, and we agree that a lack of updates is unacceptable. We’re currently reviewing the situation internally to understand what went wrong and to ensure it doesn’t happen again.

Response from LensDirect.comMay 30, 2025

Hello Alisa! I'm truly sorry to hear about your recent experience with us. It's clear we fell short of your expectations, and I want to sincerely apologize for the frustration and inconvenience you've encountered. We never want our customers to feel misled or underserved. If our service felt slow or if communication wasn’t transparent, that’s absolutely something we need to address. I also understand your concern about pricing — $70 for 60 lenses should feel fair and worthwhile, and if it didn’t, we need to take a closer look at how we’re presenting value and ensuring clarity. Regarding your note about the eye exam policy — while we aim to make the ordering process easier for those at or near the expiration of their prescription, that should never come at the cost of service or trust. I’d really like to make this right. If you're open to it, please reach out to me directly at [email protected], and we’ll do our best to resolve this in a way that feels fair and respectful to you.