LensDirect.comReviews of lensdirect.com

Response from LensDirect.comApr 21, 2017

Hi Erika! I am so sorry to hear about all this. I think I can clear things up a bit! It looks like you placed your order after hours on a Friday, which means that your order was not processed till Monday. As you know, the toric lens does take a little bit longer to get in because of the power. However, it looks like it only took 1 business day! It shipped out and it took 6 business days to get to you, which is what your free shipping allows. Unfortunately, the representative is correct. With tracking, USPS typically updates but sometimes they do not scan every destination because of the quantity of packages they receive. This is bad news for you and I because then we are at the hands of the mailing companies. But, it does look like everything worked out for the better and that your package was delivered! I do apologize for that delay, however, I know that waiting for contacts is the worst. For this inconvenience, I will be giving you free expedited shipping on your next order! Just inform your representative that I gave that to you and they will put that on for you. :) I hope that I helped a little bit and that we see you again in the future! Please let us know if there's anything we can do to help. We always try to help any way we can. Have a great day! The LensDirect Team

Response from LensDirect.comApr 20, 2017

Hi Laura! I am so sorry to hear about all of this. We would love to help you with this! However, you did not leave a reference number for us. We do need that in order to help make things right. :) Please, once you find your order number, contact your dedicated account representative and we will be happy to help any way we can. Thank you again for your patience! Have a great day! The LensDirect Team

Response from LensDirect.comMar 17, 2017

Hi Scott! Thank you so much for taking the time to review us! I appreciate hearing your concerns and hope that I can best assist! As you know from the many years you have been ordering from us, we have always had a Processing Fee. It is the only way to keep our prices as low as possible and to keep shipping and handling free. We have actually lowered our Processing Fee excessively in the last couple of years to make our customers happier! As stated on our FAQs, "The 2% processing fee on each order offsets a portion of the cost increases related to verification of prescriptions with your eye care provider, fuel surcharges on shipping, and return processing." If you would To avoid a processing fee, you can look into our AutoRefill program, which waives that fee. We would love to talk to you more about this so we can save you more money! I hope that I helped a little with your questions and concerns. If you ever have any questions or concerns about a fee or anything else, we are always here and happy to help. Have a great day! The LensDirect Team

Response from LensDirect.comMar 17, 2017

Hi Jodi! Thank you so much for taking the time to review us! I apologize for all this mishap but I am here to clear things up! Once a package leaves our facilities, it is the job of UPS/USPS to get to you. With any problems with shipping, especially with USPS, we are legally not allowed to call about your package unless it is lost after the number of days promised to arrive to you. To update your shipping, customers have to contact the shipping company themselves. We have tried to fight this many times but it always ends up a losing battle. As for your ripped lens, I apologize about that! I do see that your dedicated account representatives was able to send you a replacement lens for that on 3/6. I'm so happy to see this! I hope that it got to you right on time. :) For this inconvenience, I have added $5 into your account. I apologize once again and hope that I was able to assist you. Please always contact us if there are any problems or concerns you may have. Have a great day! The LensDirect Team

Response from LensDirect.comMar 1, 2017

Hi Rose! Thank you so much for taking the time to review us! I apologize for all this mishap but I am here to clear things up! Sometimes lenses can be defective. It does happen, unfortunately. I apologize for the inconvenience that was caused. I am seeing an email spread between you and one of our representatives, Kathryn, who sent you replacement trials to make up for those lenses that were defective. I hope that helped a little and that you didn't have to wait too long. It looks like they were shipped out on February 15th and got to you the 17th. I'm happy to see that they got there fast! As for our return policy, these are put in place for health reasons. We cannot accept opened boxes for return. 1-800 Contacts, Vision Direct, Walgreens, etc. all have this policy in the place for safety. If you ever have a problem with lenses, you can always contact us and we will send you a replacement package! We're always here to help. If those lenses are still uncomfortable. please contact your doctor as you may have developed an allergy to the lenses. This can sometimes happen, depending on your body. For this inconvenience, I will give you free expedited shipping on your next order. Just let your representative know and they would be happy to put that on your order. :) If you have any questions or concerns, we are always here to help. I hope to see you again soon! Have a great day! The LensDirect Team

Response from LensDirect.comFeb 10, 2017

Hi Ricky! I am so terribly sorry about that delay. I'm here to help fix this all up! It looks as though your order shipped out Surepost, which is something we are remedying. You see, what happens with SurePost is that it is shipped out UPS and then transferred to USPS. This means that the transfer has to occur, which makes the process longer. We are getting rid of this shipping option VERY soon! Since you are so far away from us (We're in New York while you live in Alaska) it takes longer for packages to get to you from us with SurePost. However, I would like to give you free Priority Shipping next order so you can get that order as quickly as possible! Just to make up for such a long wait, I also put in $5 into your account for next time. I hope I helped a little! Please let us know if we can do anything else to help you in the future! No more SurePost for you! Have a great day! The LensDirect Team

Response from LensDirect.comFeb 7, 2017

Hi Nicole! Thank you so much for taking the time to review us! I appreciate knowing when things like this happen. It gives me the opportunity to fix it all up! It looks like your order of Biofinity Toric was placed on January 16th at 9 PM, ordered on the 17th, and shipped on the 18th. The reason it took so long was because of the free shipping. UPS Surepost. We are actually getting rid of SurePost because it takes so long. So that's good news when you order with us in the future! I am so very sorry about those contacts being opened. We would NEVER send out any boxes opened. It is against our policy and we would not want you to think anything but the best of us. Please do not hesitate to contact us to let us know if any of the lenses were damaged. If they were, we will happily replace them! For this inconvenience, I have put in $10 into your account and, next time you order from us, you will get Priority Shipping! Please accept our sincerest apologies. If there's anything we can do to assist, please let us know and we would be happy to do so! I hope I helped a little and I hope to see you soon! Have a great day! The LensDirect Team

Response from LensDirect.comJan 10, 2017

Hi Ada! I'm so sorry to hear about all this! I know how much waiting for contacts is the worst. I'm here to help! It looks like the delay was caused by your doctor. We needed to wait for their verification to make sure that we weren't hurting your eyes. Once we got your prescription, we were able to ship it out. Unfortunately, you're in California! That's so far away from us. :( I'm going to give you Priority Shipping for next time! That'll arrive sooner so you'll have less of a wait. I hope that helps a little bit! Please let me know if I can do anything else to help! Have a great day! The LensDirect Team