Launched in 1992, LensDirect.com is a top-rated American online retailer offering an extensive selection of brand-name contact lenses, glasses, sunglasses, eyewear lens replacement, and related products – at amazing prices. Operated with a clear mission: offer incredible vision care products at incredible prices with incredible customer service. LensDirect is a family-run business that treats their customers like family – it’s our mantra, it’s our ethos. Which is why Newsweek awarded LensDirect with having the best customer service in the United States – two years in a row. So, whether you’re looking for name-brand contact lenses, in need of an affordable and stylish pair of frames, or looking to replace the lenses on your favorite specs – LensDirect is here to help.
LensDirect.com (lensdirect.com) has 11,626 customer reviews on Five Star Index, with an average rating of 4.7 out of 5.
Website
lensdirect.com
Category
Vision & Hearing
Location
Garden City, New York
Listed on Five Star Index
2026
About these reviews
Replies
The company replied to 59% of reviews.
Latest
Most recent review: October 2026.
Edits
Reviews are shown as their authors wrote them. The company can reply, but cannot edit them.
Score
This company cannot pay to remove reviews or change its score.
I placed an order 8/25/2026. Sent my frames in. They have 10-14 business day processing (basically 3 weeks and they use all 3 weeks). Sometime in September - I was informed they broke my frames and they were replacing them. Once they get the new frames another 10-14 days of processing. I finally received my glasses October 4th. Put them on and the prescription for the left eye was off. Called them and they said they would expedite my order. The shipping label they gave me was not expedited and as of 10/12 - it is still "in progress" with with an estimated date of 10/24. Nothing Expedited about it after they have managed to screw this up 2x. Literally 2 months to get my glasses. This is the last time I use them.
Response from LensDirect.comOct 14, 2026
Hello John! We sincerely apologize for the delays and frustration you’ve experienced. We understand how disappointing it is to wait so long for your glasses, receive them with an incorrect prescription, and then face additional delays despite being promised expedited service. This is not the experience we want for our customers, and we’re truly sorry we fell short of your expectations.
TH
Tom H.
Website that will not let you pay!
This is the 2nd time that your website will not take my payment information. I tried using paypal & I tried using my credit card. This time & the last time I used your website it did not work. Last time your employee had to enter my CC information. They offered to do that again, but I will not order any thing else until you fix your website.
Response from LensDirect.comOct 13, 2026
Hello Tom! We sincerely apologize for the repeated difficulties you’ve experienced when trying to place an order on our website. We understand how frustrating it must be to encounter the same payment issue twice, especially after having to seek assistance with your previous order. This is certainly not the experience we want for our customers. Thank you for bringing this to our attention. We take your feedback seriously and will share it with our team for further investigation. We truly appreciate your patience and hope to provide you with a smoother, more reliable checkout experience in the future.
PK
Paul K.
I did not get my package
I did not get my package
Response from LensDirect.comOct 13, 2026
Hello Paul! We’re truly sorry that your package didn’t arrive as expected. We understand how frustrating and disappointing this must have been, and we sincerely apologize for the inconvenience. We’ve processed a replacement order to help make things right. Thank you for bringing this to our attention and for giving us the opportunity to resolve the issue. We appreciate your patience and understanding!
MK
Martin K.
Orders take a long time to receive - You sent me an email a week ago stating…
You sent me an email a week ago stating ‘They’re on their way!’ I still haven’t received them. This happens with every order I make with you. The orders - contacts I ordered - wete fine.
Response from LensDirect.comOct 8, 2026
Hello Martin! We’re very sorry for the delay and completely understand your frustration, especially after receiving an update that your order was on its way. We sincerely apologize that this has happened with previous orders as well.
We’ve already arranged replacement lenses for you due to the delay and are doing our best to get them to you as quickly as possible. We truly appreciate your patience and the opportunity to make this rig
JA
Joseph A.
LensDirect Made the Mistake, Kept My Money, and Left Me Without Contacts
I have rarely experienced customer service this frustrating. LensDirect made a mistake with my order, admitted it in writing, and somehow turned correcting THEIR error into my responsibility.
I ordered two boxes of ACUVUE OASYS 1-Day for Astigmatism and paid extra for expedited shipping because I needed the contacts by a specific date. Instead, LensDirect sent me an entirely different product: reusable ACUVUE OASYS for Astigmatism 6-packs.
When I contacted customer service, they confirmed IN WRITING that the wrong lenses were sent because of an error during prescription verification on their end. There was no misunderstanding about what I ordered. LensDirect acknowledged that THEY made the mistake.
You would think that would be the end of it. Unfortunately, it was only the beginning.
Rather than immediately correcting their mistake, I was expected to print a return label, repackage merchandise I never ordered, take time out of my day to visit USPS, and potentially wait for LensDirect to receive and process the return before they would send the correct lenses.
I cooperated and returned the incorrect merchandise on October 5. USPS accepted the package, and I have the receipt to prove it.
After all of that, LensDirect informed me that they could process an ACCOUNT CREDIT once tracking showed the package was on its way back.
An account credit? Seriously?
Why would I want credit toward another purchase from a company that couldn’t fulfill my first order correctly and has made resolving its own mistake this unnecessarily difficult?
I paid $115.93, including expedited shipping, and never received the contacts I ordered. The event I specifically needed them for has already passed. The extra money I paid for faster shipping was completely wasted, and despite repeatedly bringing this up, LensDirect has STILL not addressed that charge.
I have since requested a FULL REFUND to my original payment method, including the expedited shipping charge, and asked to speak with a supervisor. Instead of an actual resolution, I continue receiving vague responses about escalating the matter and getting back to me.
As of writing this review, I still have no confirmation that my refund has been approved.
Let me be clear: If I had ordered the wrong product, I would completely understand having to wait for a return to be processed. But I DID NOT order the wrong product. LensDirect did not fulfill my order correctly, admitted responsibility, and then expected me to absorb the inconvenience, additional delays, and consequences of THEIR mistake.
What makes this especially unacceptable is that LensDirect has my money, I have returned the incorrect merchandise, and I am left without the contacts I actually purchased. All because of an error that was entirely preventable on their end.
Mistakes happen. What separates a reputable business from a poorly run one is how it handles those mistakes. In my experience, LensDirect has demonstrated a complete lack of urgency, accountability, and concern for the customer.
Saving a few dollars is absolutely NOT worth this kind of experience. I will never order from LensDirect again, and I would strongly encourage others to think twice before trusting them with an order they need delivered correctly and on time.
Response from LensDirect.comOct 8, 2026
Hello Joseph! We sincerely apologize for the experience you had with your order and understand why you were frustrated. We take full responsibility for the fact that the incorrect contacts were sent and recognize that resolving an error on our end should not have required the amount of time and effort you had to invest.
We also understand your concerns regarding the return process, the expedited shipping charge, the account credit that was initially offered, and the delays in communication. You were clear about wanting a refund to your original payment method, and we regret that it took multiple follow-ups to reach that resolution.
Your full refund of $115.93, including the expedited shipping charge, has since been processed to your original form of payment. We are glad that this portion of the matter has now been resolved, although we recognize that receiving a refund does not undo the inconvenience or frustration you experienced.
We have also documented and escalated your feedback regarding the handling of your order and communication throughout the process. Your comments are important, and we will use them to review where our processes and communication fell short.
We are truly sorry that we did not provide the level of service you expected and deserved. Thank you for bringing these concerns to our attention.
LO
Lester O.
CHEAPEST SUNGLASSES COVER EVER
CHEAPEST SUNGLASSES COVER EVER
Response from LensDirect.comOct 8, 2026
Hello Lester! We’re truly sorry to hear that your experience did not meet your expectations. We understand how disappointing and frustrating it can be when a product falls short, and we sincerely appreciate you taking the time to share your feedback with us.
Your feedback is important to us, and we’re grateful for your honesty. Please accept our sincere apologies for the disappointment, and thank you again for bringing this to our attention.
LK
Larry K.
They don't fit!
They don't fit!
Response from LensDirect.comOct 8, 2026
Hello Larry! We’re very sorry to hear that the lenses didn’t fit properly. We completely understand your frustration and apologize for the inconvenience. We’ve already reached out to you directly to arrange the return and have the correct lenses shipped out. We appreciate the opportunity to make this right and hope we can resolve the issue for you quickly.
SP
Stephen P.
Still have not received my order
Still have not received my order, even though I have been charged. Called your customer service line and told not our problem. USPS contacted, also no help. So, where are my contacts…
Response from LensDirect.comOct 6, 2026
Hello Stephen! We’re very sorry to hear about your experience and sincerely apologize for the delay and frustration caused. We understand how disappointing it is to be charged for an order and not receive it when expected.
We’ve checked the latest tracking information, and we’re pleased to confirm that your package is now out for delivery. We hope it reaches you very shortly.
We also apologize for the lack of support you experienced when contacting customer service. This is not the level of service we aim to provide, and we truly appreciate your patience and understanding.
