LensDirect.com Reviews | Read Customer Reviews of lensdirect.com

LensDirect.com Reviews | Read Customer Reviews of lensdirect.com

LensDirect.com reviews

Showing 195 reviews with 3 stars · Clear filters

Aude
Oct 6, 2016
Not a great customer service
Not a very good experience because customer service did not answer any of my questions correctly. My order shipped on time but I had requested a 1 day express delivery. After one unsuccessful delivery attempt, I called the customer service to ask what was going to happen. She said USPS would come and try to deliver again. That was wrong. The next day, still no other deliver attempt so I called the customer service again and she said I had to pick up my order myself, which is fine. However I asked her at which location I should go to pick it up. She sent me to the wrong USPS location and I had to drive all the way on the other side of town to finally get my package. Not very pleased with those wrong answers.
Response from LensDirect.comOct 7, 2016
Hey Aude! I am so sorry to hear that you had so many troubles with USPS. You had a very strange problem with your delivery. They never tried to deliver your package, which almost never happens. It also says that it arrived at one post office with the zip code of 75063 but was available for pick-up at 75039. So if our agent told you the wrong address, that means it was because we got misinformation from USPS. What I'm going to do is put $20 in your account for your next order to assist with the Express shipping, which is 2-3 days. Unfortunately, we cannot promise one day shipping because of USPS service. I wish we could promise that! We hope that you come back and use it very soon! Again, we apologize for this inconvenience. Please email me at [email protected] to let me know if you get this package. According to the tracking, it is still available for pickup. If you have any questions, I am here to help! Have a great day! The LensDirect Team
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Me
Oct 1, 2016
Order
When i ordered I was not receiving emails that I had to send my perscription so they cancelled my order.
Response from LensDirect.comOct 3, 2016
Hi There! I am so sorry about this inconvenience. It looks like we tried calling and emailing you for 2 weeks and couldn't get through to you. Our system has to get rid of orders when we don't hear back from the customer. Emails are a tricky thing! I am very sorry. However, for this inconvenience, I'm going to add $10 to your account for your next order! We hope to see you again soon! Please feel free to contact us with any questions you may have. Have a great day! The LensDirect Team
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theresa
Aug 31, 2016
Issue with shipping
I placed my order on a Sunday and when Tuesday came and went, I decided to contact LensDirect to find out what the delay was with shipping my order. My prescription was already pre approved and verified, and yet, my order had not shipped. They replied to me by telling me that THEY ARE NOT OPEN ON WEEKENDS TO PROCESS THE ORDER AND THAT MY CONTACTS WERE OUT OF STOCK. I replied with letting the rep know that other companies that I ordered from in the past on the weekends, would have my order ready for shipping first thing Monday morning, and if my contact lenses were out of stock, why didn't I receive a notice telling me that at the time that I placed my order OR after I placed my order. Regardless if I chose expedited shipping or free shipping the contacts should have been shipped on Monday and not Wednesday. She never replied to my e-mail, instead she just informed me that my contacts had shipped.
Response from LensDirect.comAug 31, 2016
Hi Theresa! I am very sorry to hear about your frustration! I have checked your order and it says that you chose the free shipping which takes 5-6 business days, which does not include weekends. Unfortunately, USPS does not ship on Sundays for us. Hopefully one day! Our distributor had your lenses (which means that they were in stock) and was delivered to you before the estimated delivery date. We still feel bad about all this confusion. To send our apologies, we will be giving you free expedited shipping on your next order! We hope to see you use it soon! If you have any questions, please do not hesitate to contact us. Have a great day! The LensDirect Team
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Dianne
Aug 21, 2016
price
I liked the service but was disappointed that the renewal price was higher than the original price
Response from LensDirect.comAug 22, 2016
Hi Dianne! I am happy to hear you enjoyed ordering with us! But also sorry to hear that you were surprised by the pricing. I took a look into your orders and it looks like, the first time you ordered with us, we took $10 off as well as 5%. $10 and 5% off is our policy with first time Auto Refill orders. Then, after that, we take 5% off your order for every Auto Refill but NOT the $10. This is why it looks like the price went up. We hope this helps! For this confusion, I have added $10 into your account so you can use that for next time. Hopefully, this helps a little bit! We hope to see you soon! The LensDirect Team
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dawn
Aug 10, 2016
contact are not comfortable
the contacts are properly fitting they move around my eye and cause blurred edges
Response from LensDirect.comAug 10, 2016
Hi Dawn! I am so sorry to hear this! I have just called your Doctor's office to re-verify. It looks as though, when we called to verify the first time, we just got the machine and never got a call back. And according to the Fairness to Contact Lens Consumers Act, after 8 business hours, we are legally bound to send the contacts you ordered whether they are verified or not. Since your doctor did not call us back, we had to send out the contacts you ordered. And it looks like you may have got a little mixed up ordering. You were trying to get Biofinity instead of Biomedics. Oh no! Here is what I am going to do. I am going to be sending you free trials (6 for each eye) of the contacts you were supposed to have and you're going to tell us how they feel! You will not be charged for this and, if you enjoy them, hopefully you can come back and order with us! If you have any questions, please feel free to contact Mike, your dedicated account representative, and he would be happy to help! Have a great day! The LensDirect Team
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Elena
Jul 27, 2016
Wrong prescription, but situation was rectified after some time
This was the first time I've ever ordered contact lenses online. I entered my prescription incorrectly (inverting the +/-), which I didn't realize until I received my order and tried them on (and clearly saw something was wrong). I contacted customer service and was told the doctor didn't return their call, so they filled the order under the assumption it was correct. I was denied an exchange for the proper prescription and told to contact my doctor. This made me livid, and I filed a complaint through Google Trusted Stores, wrote several negative reviews (all objective-based), and took my story to their Facebook page. I was disappointed I had to be such a squeaky wheel, but they did acknowledge and address the issue thereafter. Updating my original review because my issues were addressed, and the CEO, who personally handled my complaint, was exceptionally buttoned up and helpful. Again, disappointed it took so much squawking, but I am happy it was resolved in the end.
Response from LensDirect.comJul 29, 2016
Hi Elena! I am sorry that you had such a bad experience with us. I know that the CEO has reached out to you a few times in the past week to try and get back into your good graces. Your free trials that we promised are on their way and should arrive to you soon! We pride ourselves on trying to make our customers as happy as possible and we hope you can see from our advances that we are trying very hard to make this situation better. We hope to see you again soon! The LensDirect Team
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Chelsey
Jul 19, 2016
Poor Quality product
It was very easy to purchase my new lenses online and I was satisfied overall with the price but the quality of the contacts has been noticeably different than the pair I received from my eye doctor.
Response from LensDirect.comJul 19, 2016
Hello Chelsey! We are sorry to hear about your new lenses. However, the lenses you get from us are the same as the ones at the eye doctor. We can send you a few pairs of replacement lenses though as our gift to you! Please give us a call or email Amanda, your dedicated account representative, to get you those replacements. Thank you for taking the time to review us and we hope to see you again in the future! Have a great day! The LensDirect Team
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Jaclyn
Jun 24, 2016
Contacts keep ripping :(
They buying process was simple, easy and fast. They came in a timely manner. However for some reason the contacts are tearing once out of the package or painfully in my eye.
Response from LensDirect.comJun 24, 2016
Hi Jaclyn! We appreciate your review! We apologize about your contact lenses ripping and we would be happy to replace those that have ripped with trial lenses! Please give us a call at 800-536-7111 so that we can figure out the best solution! Have a great day and thank you again! The LensDirect Team
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