LensDirect.comReviews of lensdirect.com

I had some questions about things, especially after getting the box with which I would use to send my glasses. I contacted you through your chat feature and Rissa answered. The answers to my questions given were clear and put my mind at ease. Couldn’t have done better.

The online chat (Kissel) was very helpful and quick.

Fast response from Kissel and problem resolved immediately.

Had an issue with payment and Haven was great at assisting me through the process, making sure account doesn’t get locked, updating the prescription, ensuring order goes to the right address etc. It took a while and through the whole process Haven was extremely patient, courteous and professional. Thank you!

Rissa was a great help with my order

I was never asked to submit a PD number for my order. I reached out and Kissel took speedy care of my issue and communicated clearly with me. I'm so relieved that my oder was updated. Way to go y'all!

Extremely high-friction ordering process. I was hit with confusing information throughout. On order you get an e-mail with an expected shipping date, this is of course confusing because you haven't sent them anything yet and in that initial confirmation e-mail you get no information on the shipping label. A follow up e-mail arrives ~5 minutes later, in that e-mail you get a shipping label you can print. The label has no white space around it for printing to normal paper. It's unique dimensions can only be scaled by services like FedEx Kinkos on-line print and pickup to full page, which will not work for this type of label. So this creates more friction. There's more- in the same e-mail you get with label, you're informed you have to perform an IPD test using their highly suspect app, you also have to correctly mark your pupils for progressive lenses. Friction. Friction more friction. You're going to be left to wonder if you got the right dot placement, right numbers, you aren't allowed to ship your glasses in their proper case because "that's too much effort for our lab to keep up with", you're getting new lenses so who gives a care if the frames get scratched up, right? Yes, they are just that horrible. Review stars can be bought for a price. This one is honest. On top of all this the site will allow you to place an order without being properly logged-in. This would be ok, except once you return to the site to check order status you'll create an account and even using their same e-mail, their system won't link to the existing order. It will just exist in the system orphaned from your account. You won't be able to see any updates. What I'm describing are not "little kinks in the system", this is core infrastructure failure. The little details that end up causing customers stress, time and ultimately a lot more pain that it would be to just go find the best local deal. You might save 15-20% tops. The only positive thing I will say about LensDirect is that the cancelation process was streamlined and fast. That was the big uplift for me, but I will never buy another product from LensDirect and will passionately tell my store to try and prevent others from going down this path with them

Kwasi was very helpful and patient. She understood what I wanted and resolved it.