David N.
Absolutely horrible
Absolutely horrible, sent my frames off in April, It is now going on July. I have called them and called them. There’s always an excuse. They’re sending them off. They’re doing this and that finally I was to get my order today and lo and behold. They did not put the entire address on the package. I am just absolutely blown away by the incompetence of this company. Also, this needs to be said I sent in a pair of Gucci frames to be fitted with $300 pair of lens now I do not have my glasses or my frames and I’m out almost $800 oh and And I have never received a phone call explaining there would be any delay!
Response from LensDirect.comJul 1, 2025
We’re so sorry for the upsetting experience you’ve had with your recent glasses order. We completely understand how frustrating it must be to have waited since April—especially when it involves your cherished Gucci frames and such a meaningful investment. Please accept our sincerest apologies for all the inconvenience and stress this has caused. While we want to share a few details for clarity, we take full responsibility for the situation. It appears the initial delay stemmed from a payment issue on file, and while we did attempt to reach out by email and phone, it's clear we didn’t do enough to keep you informed. We’re truly sorry for this lapse and are actively reviewing our process to ensure better communication moving forward. As for the address issue, our system uses the shipping details exactly as entered at checkout, and it looks like the apartment number may have been left out. Unfortunately, this caused the package to be held at the post office—a hassle no one should have to deal with, and we deeply regret the added inconvenience. Please know that we’re doing everything we can right now to resolve this. Our team is in contact with the post office to ensure your glasses are delivered to you as soon as possible. Your order—and your trust—are incredibly important to us. We truly appreciate your patience, and again, we’re so sorry for how things unfolded. We’re committed to making this right. Sincerely, The LensDirect Team Shawn Alovis 2:20 PM