LensDirect.comReviews of lensdirect.com

Shipment didn’t ship on time. Then I received someone else prescription. It was stated my order would be shipped overnight to get my order faster which never happened. 3 days later still no contacts. Terrible service.

I ordered lenses to be fitted to a frames which I provided to Lensdirect. I also ordered frames and lenses from EyeBuyDirect. Both pairs of glasses ended up being unsuitable for my eyes. EyeBuyDirect allowed me to change my order, simply and easily. They give you 2 weeks to get used to your new lenses and a refund if they do not work for your eyes. LensDirect are difficult to communicate with and they have a strict policy of not refunding/exchanging if the lenses are not comfortable for your eyes.

Nyah was great in helping me with the issue I had. I had a wrong prescription entered ifor my contact lenses order, and she assisted and completed the order.

Kissel was very nice and very prompt!

Kayla resolved my issue quickly and was friendly and professional. I was able to send a text outside of business hours and Kayla picked it up first thing the next morning — super convenient system!

Real customer service like we had before computers. It wasn't some AI or automated program. I dealt with human beings.

Great Service.

After reading all of the positive reviews on Trustpilot, I ordered replacement lenses for three pairs of glasses about a month ago. So far, I've received at least three emails apologizing for the delay but with no indication of when I will get my glasses back. The order status hasn't changed in a week—it still says, "New lenses are being made." UPDATE: At the suggestion of another reviewer, I went to the Better Business Bureau site. While Trustpilot has overwhelmingly positive reviews, the BBB site is just the opposite. That caused me to go back and read more of the Trustpilot reviews. The vast majority of the positive reviews are about "customer service." However, if you did deeper, you'll see a lot of negative reviews, especially about lens replacements. While I've always trusted Trustpilot, in this case, I'm wondering if all of the reviews for LensDirects are legitimate. Based on the BBB reviews, I'm even more concerned about getting my frames back and, if I do, whether the lenses will even be correct. Candidly, I'm not optimistic I wrote back asking when I could expect to receive my glasses and did not receive a response. The next day I called. I waited 45 minutes to be connected with a representative--probably at a call center. No matter how many ways I asked, she could not give me a firm date or even an approximate one. Right now, LensDirect has nearly $600 of my money plus three frames worth over $2000, including a brand new Ray-Ban Meta Limited edition frame. You can imagine that I'm very nervous and wonder if something happened to my frames. American Express was great when I explained the situation and has put a hold on the charge to my account. Maybe someone from LensDirect will read this review and reach out to me. But for now, I'd urge extreme caution when dealing with this company. UPDATE: After filing this review, posting a similar review with the Better Business Bureau, and asking American Express to investigate, this morning I discovered that LensDirect has placed the following message on "Track My Order." It says, "DO NOT SHIP GIVE TO GABBY." I discovered this by accident. The company never contacted me. It appears that they are punishing me for posting a negative review. If they are not going to fulfill my order, they need to return my frames immediately. DELIVERY UPDATE: I just received my frames. One of them came back totally ruined. I don't mean just a little but actually melted and completely out of alignment. These were very expensive frames that cannot be replaced. LensDirect response: we'll check with the lab and get back to you. So, I'm contesting the charge again, filing a formal BBB complaint, and suing them in small claims court for the cost of the original frames and lenses. NEVER DO BUSINESS WITH THIS COMPANY.