LensDirect.comReviews of lensdirect.com

These are the worst high end sunglasses I’ve ever purchased. They are worse than drug store sunglasses. I purchased a pair of Hyannis sunglasses a couple of years ago and they were great. Recent I purchased the “same model.” But they weren’t. They were a VERY cheap imitation. After a flurry of back and forth after receiving a completely different model, I was finally able to get the “new”Hyannis. Very cheap with cheap plastic lenses. I graciously told them how disappointed I was in the new version and got this: “Thank you for reaching out. I am very sorry you feel this way about your glasses from us. Have a great day! Thank you, Kimia Emmanuel” Think this says it all! Goodbye Lens Direct.

Still haven't received my frames I sent to have the lens replaced. After the 10-12-day window passed, I called every week to check on the status of the lens creation. Each and every response was, "we elevated your order's priority" or some variation of "your order will ship by the end of the week." There was one call where the customer service rep who verbally guaranteed delivery the week after. Seeing the company is still in possession of my frames without me having access to it (in addition to my payment for lens), I would think what LensDirect did here was quite literally the textbook definition of criminal theft. Would not recommend, and instead, work with a local optician, even if it's a bit more expensive.

Received an email saying there was a problem with my auto re-fill because my credit card had expired. This was fine because I wasn't planning on re-filling my prescription. A few days later, I received an email stating that my order had shipped--not sure why or how considering I didn't update my credit card information. I received the order and I am trying to process a return however no one has replied to my request.

I ordered a pair of sunglasses on 8/12 and as I clicked on "track progress" on their website, it said 'new lenses being made" for over a week. On day 10, I then contacted customer service asking how could that be, and received the following (partial) response; "I would like to inform you that your order is within the processing timeframe which typically takes 10-12 business days. Once completed and shipped, an email will be sent to you with tracking details attached." In other words, a complete no-answer to my question. I then waited almost another week and again contacted them since the progress on the tracker still hadn't changed and this time got this response; "I am so very sorry that you are going through this delay and experience with us. Looking into the order it shows the last update was done within last week which it shows picked and preparing to be traced." What does that mean in English and why doesn't it respond the their own tracker still saying "new lenses being made". II did finally receive the glasses on 9/7, with no explanation as to why a simple pair of sunglasses didn't take 10-12 days, but instead 26.

Their website is fishy. I could not enter information beyond lens type so I called them. Some girl said she would take th email and e order over the phone. Error with card expiring! LD wrote me an email said said I had to call in the number. I never verbally give out card numbers. Fishy.

After them sending back my lenses without changing the lenses and taking an additional week to fix it with no compensation, I noticed that they added a blue light tint to my glasses. The blue light tint makes the lenses yellow. Customer service is useless so I am just going to have to live with these I guess. I would very strongly recommend using a different company for your lens replacement.

I placed an order for a lens replacement with existing frames with them sending me a box to return them in. Days after placing the order, I received an email saying my IPD information was missing, and that they needed it to action the order. Not sure why that wasn't collected when placing the order, but fair enough, I used their provided tool, which said that my IPD information was recorded and submitted, and figured that was that. Days later I received another email saying that they still hadn't received it, to which I responded that I already had, and so I had to provide the information manually a second time. In terms of sending them the frames, I received the box, did all the requested prep, then sent the box back to them as instructed. Again, days later, I receive an email saying they haven't received my frames yet so there would be a delay in processing my order. I reply that that makes no sense as I'd shipped them back several days prior, and they should have arrived by then. They respond the next day that they had in fact arrived according to their own tracking information, they just hadn't actually processed the arrival so their system didn't know about it. Okay. A couple *more* days later, I receive an email asking me to sign a liability waiver, saying they are not responsible if they destroy my frames in the process of replacing the lenses, and that no compensation would be provided in that event. I replied that asking me to sign off that it's okay if they destroy my property without recompense *after* I had already paid, marked up the existing lenses, and tendered them to their care was a remarkably shady thing to ask, and I promptly received a reply that my order had been cancelled. If "hey we might destroy your glasses and if we do, oops, our bad, your SOL" is their operating procedure, that would be a good thing to get someone to sign off on *before* taking their time, money, and property, not under the gun after all of that. Strongly recommend anyone seeking lens replacement look elsewhere.

I initially sent my glasses in for lens replacement at the beginning of June. I finally got them in July. But my prescription was done incorrectly. Sent them back in and then I was told I had to sign a waiver, which held up my order. I have called and emailed and I'm always told that the order is in process and will be expedited, but now I am told it's another week or more until they will be shipped because they are working on "high value" orders. Really? Meaning I'm "low value"? This is the worst customer service I've ever experienced.