LensDirect.comReviews of lensdirect.com

Response from LensDirect.comAug 29, 2023

Hello Elizabeth, I'm sorry to hear that you were not happy with your experience with LensDirect. I was not able to find your specific order in our system with the information provided in this review. I have requested that TrustPilot ask you for some information regarding your order. Please provide the information to TrustPilot so that I can look into this for you. Yours sincerely, LensDirect Customer Happiness

Response from LensDirect.comAug 25, 2023

Hello Paul, My apologies for the additional charges on your order total. I looked into the matter for you and was advised that the 6% handling and insurance fee on each order offsets a portion of the cost increases related to the verification of prescriptions with your eye care provider, fuel surcharges on shipping, and return processing. Please feel free to contact us directly at 1-800-536-7111 so we can discuss your experience further. Regards, LensDirect Customer Happiness

Response from LensDirect.comAug 24, 2023

Hello Customer, I'm sorry to hear that you were not happy with your experience with LensDirect. I was not able to find your specific order in our system with the information provided in this review. I have requested that TrustPilot ask you for some information regarding your order. Please provide the information to TrustPilot so that I can look into this for you. Yours sincerely, LensDirect Customer Happiness

Response from LensDirect.comAug 24, 2023

Hello James, Updated: We are truly sorry to inform you that we were unable to proceed with your order due to the size of the frames. Unfortunately, we are not able to work with your frames since they are too large to be replaced for you. This means that we have no choice but to cancel the order and return the frames to you. We understand this may be disappointing news, and we want to assure you that we are just as unhappy about it. Please know that we have processed a full refund back to the original form of payment, and we hope this helps alleviate some of the frustration this may have caused. Furthermore, we would like to extend an offer to honor the discount and refill the order for you if you have another frame that you would like to have the lenses replaced on. We value you as our customer and want to do everything we can to help make this right. I appreciate your understanding, and please do not hesitate to contact us if you have any further questions or concerns. Have a great day! Regards, LensDirect Customer Happiness I'm sorry to hear that you were not happy with your experience with LensDirect. I was not able to find your specific order in our system with the information provided in this review. I have requested that TrustPilot ask you for some information regarding your order. Please provide the information to TrustPilot so that I can look into this for you. Yours sincerely, LensDirect Customer Happiness

Response from LensDirect.comAug 24, 2023

Hello Elle, I'm sorry to hear that you were not happy with your experience with LensDirect. I was not able to find your specific order in our system with the information provided in this review. I have requested that TrustPilot ask you for some information regarding your order. Please provide the information to TrustPilot so that I can look into this for you. Yours sincerely, LensDirect Customer Happiness

Response from LensDirect.comAug 24, 2023

Hello Rojer, UPDATED: Thank you for providing your order information and for taking the time to share your experience with the company. I am so sorry that there was a delay with receiving your order. And I do want to thank you for bringing this issue to our attention, Rojer. We pride ourselves on maintaining the highest quality standards for our customers but we didn’t measure up. This is not how we aim to run our business. We’re currently making adjustments to make sure those types of issues doesn’t happen again. We appreciate your feedback, as it’s helping us to improve and ensure a better experience for you next time. Your review is concerning to us and we need to know more. We hope you’ll give us an opportunity to discuss this further with you, and would appreciate it if you reached out to us at 1-800-536-7111. Sincerely, LensDirect Customer Happiness Hello Rojer, I'm sorry to hear that you were not happy with your experience with LensDirect. I was not able to find your specific order in our system with the information provided in this review. I have requested that TrustPilot ask you for some information regarding your order. Please provide the information to TrustPilot so that I can look into this for you. Yours sincerely, LensDirect Customer Happiness

Response from LensDirect.comAug 24, 2023

Dear Tom, We're sorry to hear that you experienced a delay in receiving your order. We understand how frustrating this can be and we apologize for any inconvenience. We will investigate this further and take steps to ensure that this doesn't happen again. And, I would also like to thank you for being patient understanding given the situation. I assure you that this is not something that typically happens. I notified management and had the situation escalated. Your order has been prioritized, and it will be shipped out as soon as possible. We apologize again for the delay and appreciate your patience on this one. Our team is also learning from this experience to ensure you'll have a better shopping experience with us next time. And, we're thankful for your feedback and will take the necessary steps to improve.Please feel free to contact us at 1-800-536-7111 if you require further assistance. Sincerely LensDirect Customer Happiness

Response from LensDirect.comSep 12, 2023

Hello Customer, We're sorry to hear that you experienced an issue with your Lens Replacement order. We understand how frustrating this can be and we apologize for any inconvenience. It's very disappointing to hear that your recent visit wasn't up to your expectations. We take all feedback seriously, and we appreciate your honest feedback. We apologize for any inconvenience. We would like to address your specific concerns and make things right. Our customers mean a lot to us, and we'd like to resolve this for you ASAP. Can you shoot me an email at [email protected] to continue the conversation? I look forward to hearing from you. Your comments are invaluable to us and we will consider them. Sincerely, LensDirect Customer Happiness