LensDirect.comReviews of lensdirect.com

Poor customer service. Glasses returned with one nose pad missing and nose pad insert bracket damaged. Unable to fix. Contacted the company to try and rectify with no response. Guess once they have your money you are on your own! Received the reply below on January 24, 2024 committing to making things right. Three weeks have gone by and, as of February 15th, no contact has been made by the Company.

Purchased replacement lenses for sunglasses. Last week, slightly more than 3 months after receiving them, I took them on a beach vacation. On day one, the lenses fell out of the frame. Nothing broken but they were apparently not sized properly. The company won't fix them because their warranty is for 3 months. By the time I returned from the trip, it was 9 days beyond.

Their delivery times are misleading. I paid $19.95 for your ‘Warp Speed (1-2 Business Days)” only to discover it doesn’t mean that at all! I left for Christmas without contact lenses. And they refused a refund for the delivery alone. Appalling customer service.

Would not accept coupon that they sent to email. Customer service was no help and only aggravated me further. I will not order from this company again. They are misleading and after reading several other reviews I regret giving them my business.

On November 24, 2023, I ordered a prescription lens replacement for my sunglasses. I immediately mailed my frames to LensDirect. I received my new lenses yesterday, December 18th, nearly a month later. The left lens arrived perfect. The right lens is terrible, with a chewed raw edge and three chips along the glass perimeter. The poor craftsmanship is unmistakable from both sides of the glasses, so the damage was evident before the sunglasses were shipped to me. They are remaking the lenses, which I suspect will take another month. I wish this format would allow me to include pictures of the lens condition.

Zero Accountability. My first time buying from them, and it has been a terrible experience from the first moment. I made two separate orders online, and none of them shows under my account. That's fine. I received the order number in my email. At least, that is what I thought. Then I shipped my sunglasses and my regular prescription glasses that I just bought to get their lenses replaced. Using the shipping label they provided. I should have bought my own labels. And insured it. Both of them got lost in the mail. I know it may not be the company's fault. I don't know where it's lost. But at least they should handle it properly. The company doesn't give me any information. I had to start a request for a search myself at the USPS office. No one from LensDirect gave me any guidance or information. All they said is that I should just keep waiting until it miraculously shows up somewhere. It has been almost a month and nothing. Ridiculously. No one gives me any information regarding what would happen if they can't find it. I'm the one who always has to reach out to ask for updates. They simply don't care. If you're buying anything from them, be careful.

I am updating my review. On 12/22/23, 22 days after I ordered my contacts, I recieved my order. I was so relieved to be done with Lensdirect and to have my order one day before traveling. I opened the box and the contacts were the wrong prescription, they weren't even close to my prescription. I called Lensdirect first thing the next morning and got a recording saying they would be closed until Tues 12/26/23. This is unbelievable. All I want now is my cc credited. I'm done with Lensdirect and I desperately need my contacts and it's Christmas. This is the first and last time I'll be using this company if they don't do anything to expedite the the delivery of my contacts. This is day 15 since I placed my order-10 business days. Initially, I called to make sure that they received my prescription because I wasn't sure I downloaded it properly and they had recieved it. I recieved and eamil on 12/5 saying the my order was packed and labled and recieved a tracking number. I used the chat option to check on my delivery after the tracking info showed no movement and was told that they would escalate this to the shipping department. I recieved an email that the shipping department would contact the shipper to update the tracking information which didn't amke sense to me. I emailed them on 12/12 to let them know that the tracking info had not changed and there was no indication that USPS had received the package yet. I told them that Karielle said she would contact me via email after escalating the matter but I hadn't heard from her. Karielle then emailed me to say the shipping team advised the package had been sent and the tracking should be updated by the end of the week-yesterday 12/15. I emailed her back on Wed to thank her and let her know that there was still no change with regard to tracking. I sent another email yesterday-day 10. I heard back from Alex Gustave-Mathurin saying that he had elevated the matter and once he received a response he would contact me. He then emailed me letting me know that he was HAPPY to let me know that my order would be reshipped to me. I emailed back asking to be contacted by a manager, that this was unaccetable. He emailed me back thanking me for sharing my concern and saying my order had been lost in transit and would be resent. After having contacted them many times regarding my order it took them 5 days to figure out the package was lost in transit. I should not have had to work as hard as I did to find out where my contacts were and then I felt blown off by LensDirect. I did not order my lenses from the USPS. It is LensDirect's responsibility to make sure they arrive. Each time I spoke with a representative I emphasized that I really needed the contacts. Now I'm dealing with Christmas and USPS next week. Things happen but this company should take responsibility and make things right. This took too much work on my part and had I not followed up as much as I did, who knows when of if I would have recieved my contacts. Order #914126604

I ordered a pair of replacement lenses in July, I sent my frames and in 7weeks when they were sent back with the new lenses, I could not see out of them at all. I returned them, Once again, I waited, 8 weeks, to get the lenses. I could not see out of these, either. I was told to return them and they would refund the money. I did this. The returned the frames in late October. I never received a refund. I contacted them multiple times and was repeatedly told I would receive a refund, this never happened. It is now December, I have no glasses and a HUGE bill of $554. I would NEVER use this company again. They are horrible.