LensDirect.comReviews of lensdirect.com

Response from LensDirect.comMay 15, 2025

Hi Joshua, We're deeply sorry for the frustrating and disappointing experience you've had. Not receiving your contacts, being given inaccurate shipping information, and feeling let down by our promises is absolutely not the experience we strive to provide. We’re especially disheartened to hear that, as a veteran, you were met with anything less than the respect and support you deserve. Clearly, we fell short here, and for that, we sincerely apologize. We take full responsibility for making this right and are committed to understanding what went wrong so we can ensure it doesn’t happen again. Please reach out to us directly at [email protected] — we want to make this right, resolve your order, and regain your trust. Thank you for bringing this to our attention, and again, we’re truly sorry for the inconvenience and frustration this has caused.

Response from LensDirect.comMay 13, 2025

Hi Mary, We sincerely apologize for the delay in getting your glasses to you. We completely understand how frustrating it is when things don’t go as expected, and we’re truly sorry for any inconvenience or disappointment this may have caused. While we were working to ensure everything was just right with your order, we unfortunately weren’t able to connect with you by phone or email—and we regret that missed opportunity to keep you updated. The good news is your glasses have shipped today! We’ve upgraded your shipping at no extra cost as a small gesture of apology, and they should arrive by Thursday. We genuinely appreciate your patience and your business. One of our team members will be reaching out to you soon to follow up and make sure we’ve addressed any concerns you might have.

Response from LensDirect.comMay 6, 2025

Hello Ward! I'm so sorry for the poor experience you had—especially the lack of communication and confusion around your glasses. You deserved clear, timely updates and we truly failed to deliver that. We completely understand your frustration and take full responsibility. This isn’t the experience we want anyone to have, and we’re taking steps to make sure it doesn’t happen again. If you're willing, we’d love a chance to make things right. Please reach out to us at [email protected].

Response from LensDirect.comMay 1, 2025

We're truly sorry for the frustration and inconvenience this has caused you. We understand how important it is to receive the correct prescription, and we sincerely regret the error. Please know the correct lenses have now been shipped, and we deeply appreciate your patience and understanding.

Response from LensDirect.comApr 29, 2025

Hi Susan, We are sorry to hear you had such a hard time marking your lenses. We completely get it – trying to mark pupils on lenses with that anti-glare coating can be quite difficult. Please don't worry, we can certainly help you with this. We'll be reaching out directly to assist you with a few tips!

Response from LensDirect.comApr 30, 2025

Thank you for your feedback, and we're really sorry for the inconvenience. We completely understand how frustrating it is not to receive your contacts when you need them. To clarify, all orders go through a standard 1–2 business day prescription verification process before shipping. This is to make sure your prescription is accurate and approved. We apologize if this wasn’t clearly communicated at checkout. We're working on making this more visible so it’s easier to plan ahead. If you need help or have any questions, feel free to reach out — we’re here to support you.

Response from LensDirect.comApr 30, 2025

Thank you so much for your feedback, and we're truly sorry to hear about your disappointment with our Price Match policy. We completely understand how frustrating it can be when a competitor’s sale isn't eligible. Our goal is always to provide the best value and service to our customers, which is why we do offer price matching—but currently only from select retailers: 1800 Contacts, Warby Parker, ContactsDirect, Walgreens, and Target. We genuinely appreciate you sharing your thoughts, and we'll be sure to pass your feedback along to our team as we continually work to improve the experience for our customers.

Response from LensDirect.comApr 21, 2025

Hello There! Thank you for sharing your experience, and we’re really sorry to hear about the delay with your lens replacement. We completely understand how frustrating it is to be without your glasses for this long—especially with the lack of updates beyond “frames have arrived.” You're absolutely right—setting honest expectations around turnaround time is important, and we clearly missed the mark here. We're currently reviewing our communication processes and production timelines to make sure this doesn’t keep happening. We’d love the opportunity to look into your specific order and give you a clearer update. If you could reach out to us directly at [email protected] with your order number, we’ll make it a priority to track things down and give you a more accurate status and timeline.