LensDirect.comReviews of lensdirect.com

Response from LensDirect.comApr 10, 2017

Hi Gail! I am sorry to hear that you had trouble with your prescription. I am here to help explain things a little! It looks like, when we called the doctor's office, the line was continuously busy. We tried 3 times but, since we were unable to leave a message, that means that our calls to the office failed. We tried to call and explain that on March 8th but your line was busy as well. Sometimes faxes can be a little tricky. I know that with our faxes, it will say that there's a confirmed delivery but the other office does not see them. And vice versa. So that could be the situation that happened here. I promise that, had we had that prescription on file, it would have been mailed out the next business day. The good news is that we have your prescription on file now so there is no more doctor verification process! For the inconvenience, I have put $5 onto your account for your next order. Just remind your dedicated rep of when you want to use it and they will be there ready to help! I hope that I was able to help a little. Have a great day! The LensDirect Team

Response from LensDirect.comMar 23, 2017

Hi Alison! I am so happy to hear that you have a representative that is always quick and helpful! I apologize about your orders needing to be replaced. We try and take special care of orders such as these. I will personally watch over your lenses next time to make sure that the correct ones are sent! For this inconvenience, we will be giving you $5 into your account and free expedited shipping. I apologize once again and hope this helps a little! Please always contact us if you ever have a problem. We will always be here to help any way we can! Hope to see you again soon! Have a great day! The LensDirect Team

Response from LensDirect.comMar 23, 2017

Hi Susan! Thank you for taking the time to review us! I apologize about the delay. I believe I can help clear things up! It looks like you ordered your lenses after ordering hours on a Thursday, March 3rd. This means that your product was ordered on Friday and we had to wait one business day for the product to come in from our manufacturer, which is a Monday. It was shipped out that day, March 6th, and got to you by March 8th, even with the UPS 3 Day Select that was purchased. I completely understand that you had no way of knowing what our ordering hours are unless you ordered with us many times before and profusely apologize about the delay. So what I'm going to do is refund you the shipping cost that you paid for and give you free expedited shipping next time. Just for the hassle! I hope that this helps a little bit and that we will be seeing you again in the future! :) Have a great day! The LensDirect Team

Response from LensDirect.comMar 20, 2017

Hey Roy! Thank you so much for reviewing us. I'm here to help with your concerns! I investigated the order that you are referencing in this review. It looks as though you ordered this product on 2/23 after ordering hours and it was shipped to you 2/24. It was then delivered to your home on 2/27, which is within your free shipping time limit. As for your concern with the prescription verification process. It would be easier and faster with your prescription on file but it looks as though the last prescription we had was expired so we called your doctor to get the correct verification. According to The Fairness to Contact Lens Consumer Act, your doctor has 8 business hours to get back to us with the correct information regarding your prescription. If they do not contact us back, that means that we are legally obligated to send out what you ordered. If you'd like, AutoRefill saves money and saves you time. It also makes sure that you never run out of lenses so you would never have to worry about anything! Please let me know if you have any other questions or concerns about any lens order you may have. I would be so happy to help any way I can! Have a great day! The LensDirect Team

Response from LensDirect.comMar 17, 2017

Hi David! I am so sorry to hear about all this and completely understand your concern. I am here to help the best I can! I did some investigating into your order and do see the same concerns with the shipping. It seems like your order was placed on 2/21 and shipped out 2/22. We started off well! Then I see that you were in Pre-Shipment with USPS till the 4th business day and did not arrive to you until the 6th business day, 3/2. While your shipping does request that you allow 5-6 business days for delivery, usually it does not take as long to get to you. I'm not 100% about the reason it went to Jacksonville. USPS picks facilities that work best with getting you your package as soon as possible. This could have been the best facility to get to you the fastest at that time. I do see that you contacted your Dedicated Account Representative, Michael. That was the best thing to do in this situation! It looks as though he ordered you a replacement package on 2/28 in case the package did get lost. However, the tracking had updated on the 1st, which would have been when the replacement would be sent out. Instead, Michael gave you free upgraded shipping with UPS and $5 account credit for the next time you order. I'm happy to see that everything worked out! I hope that I cleared things up a bit. If there is anything we can do further to make your experience better with us, I would be happy to help! Have a great day! The LensDirect Team

Response from LensDirect.comMar 1, 2017

Hi Ro! Thank you so much for taking the time to review us! I am very sorry that your lenses took a little while to get to you. With the prescription you ordered, those lenses tend to take a little longer to come in compared to other lenses that are monovision. Next time you order with us, let your representative know that you have free priority shipping on me so that the lenses can get to you as fast as possible. I hope this helps a little bit! Please let me know if I can do anything else to help. Have a great day! The LensDirect Team

Response from LensDirect.comFeb 10, 2017

Hi Mari! Thank you so much for choosing LensDirect for your contact needs! I am so sorry about your lenses always being on BackOrder. Positives in Avaira Toric tend to take a while. Coopervision does not like positive powers for some reason! The good news is that you're on our AutoRefill program! We are extending our ordering time by a week so hopefully that diminishes your wait time a little bit! For the inconvenient wait, I put on $5 account credit that you can use whenever you'd like! I hope this helps a little bit. Please let us know if there's ever anything you need! We would be more than happy to help. :) I hope to see you again soon. Have a great day! The LensDirect Team

Response from LensDirect.comFeb 10, 2017

Hi Melissa! I'm happy to hear that you loved our product! But sad to hear that you got a little turned around. I think I can help! It looks like you signed up for AutoRefills every 3 months on your first order through a Guest Account. When you got the notice and tried to sign in, you couldn't be cause you were still a Guest Account so you created a new one that was a Real Account. I have fixed that all up and merged the two together to create one, big, super account! Once you follow the instructions of the Reset Password email, you will be able to access your account through our site and your own personal email. I have also added $5 into your account because of all the confusion. I apologize for the difficulty and hope that helps a little! If you are ever confused on our site, you can always give us a call so that we can best assist you! We're always looking for a way to help. :) Hope to see you again soon! Have a great day! The LensDirect Team