Heather
Beyond Excellent Customer Service
I sent my favorite frames in to update the lenses to a new prescription and they were lost by the carrier on the way back to me. I was pretty upset because I knew that the frames had been discontinued for at least a few years and there was nothing similar available. Lens Direct was going to replace them with my choice of frames, but I was still pretty disheartened. The day that I texted in my choice of replacement frames I was surprised to find out from Kwasi that Shawn and Bibi, who had been helping me, somehow found a new pair of the original frames that were lost and they had already replaced the lenses and express shipped them back to me. I could hardly believe it until I opened the package today and put a new pair of my favorite glasses on with crystal clear lenses! Service of this level is pretty rare and I am so grateful to have had this team helping me out. It means a lot to me to have my glasses back.
Response from LensDirect.comNov 25, 2025
Hello Heather! Thank you for sharing your experience! We’re so sorry your favorite frames were lost in transit we know how disappointing that must have been, especially since they were discontinued. We’re thrilled that Shawn, Bibi, and Kwasi were able to track down a new pair of your original frames, install your updated lenses, and get them express shipped back to you. We appreciate your patience, and we’re grateful for the chance to make this right. Providing standout service is what we aim for at LensDirect.com, and we’re so glad you’re reunited with your favorite glasses!