Launched in 1992, LensDirect.com is a top-rated American online retailer offering an extensive selection of brand-name contact lenses, glasses, sunglasses, eyewear lens replacement, and related products – at amazing prices. Operated with a clear mission: offer incredible vision care products at incredible prices with incredible customer service. LensDirect is a family-run business that treats their customers like family – it’s our mantra, it’s our ethos. Which is why Newsweek awarded LensDirect with having the best customer service in the United States – two years in a row. So, whether you’re looking for name-brand contact lenses, in need of an affordable and stylish pair of frames, or looking to replace the lenses on your favorite specs – LensDirect is here to help.
LensDirect.com (lensdirect.com) has 11,626 customer reviews on Five Star Index, with an average rating of 4.7 out of 5.
Website
lensdirect.com
Category
Vision & Hearing
Location
Garden City, New York
Listed on Five Star Index
2026
About these reviews
Replies
The company replied to 59% of reviews.
Latest
Most recent review: October 2026.
Edits
Reviews are shown as their authors wrote them. The company can reply, but cannot edit them.
Score
This company cannot pay to remove reviews or change its score.
Fraudulent. I ordered four pairs of glasses. They sent me three, altered the invoice to make it look like I only ordered three, and kept my money for all four.
Response from LensDirect.comApr 1, 2025
Hello Jennifer! Thank you for bringing this to our attention. We're genuinely sorry to hear about your experience and we completely understand your frustration. What you've described is absolutely not the standard we strive to uphold, and we sincerely apologize for any confusion or inconvenience this may have caused.
Please know that we take this seriously, and we're committed to resolving this situation as quickly as possible.
Once again, we truly apologize for this experience, and we’re here to make it right. Thank you for your patience and understanding.
JF
John F.
Bibi was personable yet professional in…
Bibi was personable yet professional in addressing my concerns, placing my mind at ease that everything is on track for the new lenses in my frames supplied to be shipped as scheduled.
Response from LensDirect.comApr 1, 2025
Hi John! Thank you so much for your thoughtful feedback! We're so glad to hear that Bibi was able to address your concerns and provide you with the reassurance you needed. At Lensdirect.com, we strive to deliver a balance of professionalism and personalized service, and we're happy to know that your experience reflected that. We appreciate your trust in us and look forward to delivering your new lenses as scheduled. Thank you again for choosing Lensdirect.com!
OL
Olivia
BROKEN FRAMES LENS REPLACEMENT
Lensdirect broke my frames during a lens replacement.
It is their policy in the event they break your frames you can choose new frames from their website only (which my frames were not from lensdirect). I only found out about this information afterwards through customer service and could not find anything in their FAQs online. I had to google "what happens when lensdirect breaks your third party glasses" and thats when the information popped up so it is very apparent to me that they are hiding this information from their customers.
Also, if they do think that your frames are fragile they are suppose to contact you and have you sign a waiver that it is okay to move forward and I was never contacted about a waiver before they were broken.
I wrote customer service asking for a refund and they do not do refunds so my only option was to eat my money I paid for the lens replacement or choose frames their website which were less valuable than the frames they broke. I pleaded with customer service and said that I will send them a receipt for the new pair of glasses that I will buy (same ones as they broke) if they would reimburse me and had one customer service rep say send me the receipt.
So I ordered and sent them a receipt only to be met with the next rep answering me back oh sorry not in the policy and they were back to their original options.
So I just paid for new glasses that they said they would reimburse me and they didn't and I had said in the same email "if I have to choose frames from your website insert link" and after they said nope sorry back to the original options they immediately started emailing “your order is being made” “shipped” and after all of this they didn’t ship my frames that they broke back to me like they said they would.
All in all, not a good experience, I will not be using their services again. You know that saying “You break, you buy”. Yeah lens direct doesn’t believe in that. No integrity or accountability.
Response from LensDirect.comApr 1, 2025
Hello Olivia! Thank you for taking the time to share your experience. We are truly sorry for the frustration and confusion you’ve faced, and we deeply apologize for the way your situation was handled. We completely understand how disappointing it must have been to go through this process and feel unsupported.
It’s clear we didn’t communicate our policies properly, and we regret that you were unaware of them upfront. Additionally, we apologize for the miscommunication with our customer service team and the conflicting information you received about reimbursement and your broken frames.
We understand that you should have been contacted about the potential risks to your frames before any work was done, and we sincerely apologize for missing that step. Your experience does not reflect the level of service we strive to provide, and we are reviewing our processes to ensure better clarity and consistency moving forward.
If you’d be open to further discussion, we’d love the chance to resolve this matter more to your satisfaction. Please reach out to our customer support team directly, and we will do everything we can to make things right.
Once again, we deeply apologize for your experience, and we appreciate your feedback as it helps us improve.
AS
Allen S.
Bibi is an excellent customer service…
Bibi is an excellent customer service agent who was able to understand my concern with empathy and quickly responded to my desires.
Response from LensDirect.comApr 1, 2025
Hello Allen! Thank you for your kind review! We're so glad to hear that Bibi was able to assist you with empathy and resolve your concerns quickly. At Lensdirect.com, we truly value providing responsive and compassionate customer service, and we're thrilled that Bibi made a positive impact on your experience. We appreciate your feedback and look forward to serving you again soon! Thank you for choosing Lensdirect.com!
RD
Robert Dickson I.
Bibi was very helpful with a quick…
Bibi was very helpful with a quick response time
Response from LensDirect.comApr 1, 2025
Hello Robert! Thank you for your positive feedback! We’re so glad to hear that Bibi was able to assist you promptly and effectively. At Lensdirect.com, we pride ourselves on providing quick and helpful customer service, and we're happy that your experience reflected that. We appreciate you taking the time to share your thoughts and look forward to assisting you again in the future! Thank you for choosing Lensdirect.com!
TP
Thomas P.
Always great courteous and thorough
Always great courteous and thorough
Response from LensDirect.comMar 31, 2025
Hello Thomas! Thank you so much for your kind words! We’re thrilled to hear you had a great experience with us at LensDirect.com, we strive to provide excellent service, and we truly appreciate your positive feedback.
If you need anything in the future, don’t hesitate to reach out!
FE
Fefe
I find it difficult to believe that…
I find it difficult to believe that anyone would rate them higher than 1 star. I was misinformed every single time I contacted Customer Service. They were never apologetic for their mishandling of my order. They were consistently dismissive of my issues with them. I will never use them again.
Response from LensDirect.comMar 31, 2025
Hello Fefe! I sincerely apologize for the negative experience you've had with our customer service. I'm very sorry to hear that you were misinformed and felt dismissed when reaching out to us. This is not the level of service we aim to provide, and I completely understand how frustrating it must have been for you.
I would really appreciate the chance to resolve this for you. If you could share your contact details or order information, I'd be happy to personally look into the issue and make sure it's fixed. Your feedback means a lot to us, and we’d be grateful for another opportunity to provide the service you deserve.
IZ
Izzy
Buyer beware, wasted money with progressive lenses
I've used LensDirect twice to replace lenses in my own frames. The first thing to note: the process is slow—it takes about a month from start to finish. If you need faster turnaround, GlassesUSA or Zenni might be better options. But unlike those, LensDirect allows you to use your own frames, which is why I chose them.
The first time I ordered distance lenses, and the result was excellent—sharp vision and great fit. Encouraged by that, I sent in my Oakley Valve sunglasses to get progressive lenses using the same prescription. At the same time, I ordered a pair of progressives from Zenni (with the same Rx), which arrived in about 10 days.
When the Oakleys finally arrived from LensDirect, they looked great and fit perfectly—but something was off with the left lens. The right eye was perfect, but the left seemed to have no prescription at all. I double-checked with the Zenni glasses, and the left lens there was spot on. Comparing it side by side with standard sunglasses confirmed my suspicion—LensDirect's left lens had no correction.
I reached out to customer service, and they asked me to send the glasses back. Unfortunately, I couldn't afford to wait another month without them. I suggested they just send me a corrected left lens so I could install it myself, but they refused—despite the fact that Oakley Valve lenses only fit one way and it would’ve saved both time and cost.
So, bottom line: great prices and the ability to reuse your frames, but quality control is questionable. While my first order was great, this second one left me with only one functioning lens on my prescription sunglasses. At this point, I might just pop the non-RX lenses back in and call it a loss. You really do get what you pay for.
UPDATE 4/6/25:
After a few more weeks, this lenses are complete garbage. I had to replace them with the non prescription originals. The distortion was quite noticeable. So never again, 2 stars since the single RX was good. But the second trial was a complete waste of money lost. Will get the Zenni sunglasses.
Response from LensDirect.comMar 31, 2025
Hello Izzy! Thank you for taking the time to share your detailed feedback. We sincerely apologize for the experience you had with your recent order. We understand how frustrating it can be to deal with a mistake on something as important as your prescription lenses, especially after having a positive experience with your first order.
While we're glad to hear that your initial order met your expectations, we truly regret that the left lens in your Oakley Valve sunglasses didn't have the correct prescription.
We would love to make this right for you. If you're open to it, could you please contact us directly at [email protected] We want to resolve this issue as quickly as possible.
We truly value your feedback and hope to have the opportunity to restore your confidence in our service.
