Marisa D.
Major issues for a simple return
I ordered the wrong contacts and have been trying to get a shipping label from them for almost two weeks now. The first person emailed me and said they were attaching the label, but no label was attached. I replied to her email three times requesting it with no response. Now I chatted online with an agent who is telling me that he needs photographic evidence to receive a label. Then he implied that I need pay for the shipping myself. Furthermore, he said that they will have to inspect it to determine whether or not I got a full refund. This is ridiculous for what seems to be a pretty routine return, and I’ve never experienced this before with any other company.
Response from LensDirect.comJul 23, 2025
Hello Marisa! Thank you for taking the time to share your experience, and we're truly sorry for the frustration and inconvenience you’ve encountered. It’s clear that this return process has caused unnecessary stress, and we sincerely apologize for the miscommunication, the delay in response, and the confusion around our return policy. Your time and trust are important to us, and we regret that our service did not reflect that in this instance. We understand how disappointing it is to face these kinds of hurdles with what should be a simple return, and we’re sorry that we fell short of your expectations. We’re working to ensure situations like this are handled more smoothly moving forward. Again, we deeply apologize for the trouble you’ve experienced.