LensDirect.comReviews of lensdirect.com

6/20/23: Ordered replacement lenses 6/21/23: Shipped frames to Lens Direct 6/26/23: Frames arrived at Lens Direct 6/28/23: Received confirmation email stating frames had arrived 8/1/23: After 4 or 5 chats, the frames were mailed back 8/3/23: Expected receipt date

Placed an order July 24, 2023 for new lenses in my frames and was sent a shipping label. Frames were put in package and Shipping label was put on Package. Package was put in mailbox and to the best of my knowledge was picked up by USPS same day. Package was not in mailbox after the daily mail was delivered that day. Package Never was delivered to LensDirect though. USPS Tracking still says "USPS Awaiting Item". USPS refuses too tell me anything Nor has LensDirect. So I cannot say whether package was stolen or lost. Either way, Package was insured so I should be getting a refund. Never got one though. USPS wont let me file a claim and LensDirect wont give me one on the order I placed. I could buy new frames and redo the order but I will also be risking losing what I pay on the new frames. That package might end up the same. This is a very serious issue because my glasses have a prism. I cannot see straight without them.

Such a hassle. Shipping glasses back and forth across the country. It's taken well over a month to process this order. With all the delays and hoops that they put you through, I'm not ever going to do this again.

I ordered contacts two weeks ago, my credit card was charged immediately and I received an order confirmation. I log on today to track my order and the site tells me my order doesn't exist. Customer service finally gets back to me 6 hours later to fix and tells me to log in. When I do, I see my order isn't filled because it says my prescription is bad. I never received an email telling me this but they were happy to take my money. If I hadn't aggressively followed up, there is no reason not to believe that they were just going to keep my money and perhaps charge me monthly?

This company is the worst. I shipped my glasses to LensDirect at the beginning of May and got them back about a month later. Both of the new lenses were scratched—one with several small scratches directly in the center of the lens. (So much for that quality assurance step.) It took customer service a couple days to approve a recut of the lenses and issue a new mailing label. Fast forward another month and I’m still waiting for my glasses. They haven't even cut the lenses yet! I will never use this company again. I will gladly pay twice the price at LensCrafters for quality lenses and a hassle-free experience. STAY AWAY! Update: August 3, 2023. Company claims they can’t find my information in the system. They immediately flagged my review to have it removed if I didn’t enter my name, phone number, email address, and order number. I immediately provided all of the information requested, all of which matches the order information. It’s interesting how it took them two weeks to respond. I received my glasses a few days ago. And while they’re fine the second time around, it wasn’t worth three months of hassle and waiting. Additionally, I find it strange that the company has so many 5-star reviews praising and calling out specific customer service representatives by name, yet virtually none of them mention anything about the issue or problem that prompted a call in the first place … Draw your own conclusions.

Took a lot longer than promised. Still waiting on my glasses coming back to me. Support only gives vague answers. No concern for my not having my glasses or that I have travel plans.

I wish I would have read these reviews. I purchased my son a designer pair of frames for his 16th bday. Unfortunately, I could not afford a car.... he was so excited about them. I sent my frames and was told they were received July 5th. I know I haven't been waiting as long as most people but now I'm just worried I won't receive my frames back. I have called now 3 times for an update as the tracker says the frames have not been received. Everyone I have spoken too says there is a temporary glitch. I now know that's a lie. I have also been told that they would reach out to the lab and I would receive an update email back. At this point please just send me my frames back. Order #914056693

i've had problems with the service from day one, i sent a pair of frames to lens direct back in February of 2023. they sent me the glasses with the new lenses with engraving, something that i paid for, i sent those frames back to get fixed the next day along with 2 other frames, This is when the BS, started. i called after about 3 weeks and i was being lied to by customer service, that they would find out and give me a call back, i never received a call back from 4 different customer service reps that i spoke with, so i decided to call now every other day to find out what's going on with my order. i then ask for a supervisor, i get someone named Tamar, she then says the same thing about getting a rush on this order and she will call me back with an answer on my order, i got transferred to another supervisor whom said the same thing about calling me back and i didn't get a call back, so after now 4.5 months of Lens Direct now having my glasses i'm still be told the same thing that my glasses aren't ready. i wait now a few more weeks and i call again and talked to the Manager shawn in the lab, and he advises me that my frames were damaged and they started to rework the glasses, i then get mad because all this time has passed they knew they damaged my frames and tell me this after all these months, of being lied to everyday, i then asked about the other 2 frames that Lens Direct were holding on to for the last few months what was going on with them. i'm still getting the run around about my frames, i talked to another manager and she refunded me the price of the frames they damaged but it was no where near what i paid for them. and asked me to pick out another frame, so i did that, but my question was still on the frames they were still showing done on the progress chart but no one has an answer about the status everytime i call. This has been the worst experience i've had in my 57 years of living. people not being professional on their jobs, not being knowledgeable to what they were trained to do from a customer service stand point. escalating a situation just in conversation to fix it, but not putting in the escalating work to satisify the customer. i've asked for Cooperate information to get some concerned people involved that will truely handle this situation. my order # 914045707, 3 pair of frames to include my perscription. complete failure in this whole process. i would never recommend anyone to seek out service by this company