LensDirect.comReviews of lensdirect.com

Placed my order for replacement lenses six weeks ago. My frames were shown to have been received by Lens Direct five weeks ago. I’m still waiting on my completed frames to be returned to me. The “Customer Happiness” responses I’ve received to my inquiries have not helped. It’s been 24 business days. At this point I’d just like my money and my frames back.

I have to cancel my order with them after my order hasn’t shipped out in 10 days. They didn’t tell you your order can be out of stock upfront, and didn’t provide any updates on your orders. My worst online shopping experience. There are plenty of other online contact glasses you can choose from, and I will definitely not gonna give Lens Direct another try. Update July 21st I sent my order information on private message to Lens Direct a week ago. But I haven’t heard back from them yet.

Order placed 3/15/23, order finally arrived 5/30/23 after various dysfunctionalities caused by LensDirect. I open the box and find the lens color is wrong - I ordered dark lenses but got yellow lenses. Looking back at the order confirmation it did say yellow, but I'm 100% certain that this is not the color I selected when placing the order. Nobody in their right mind would want yellow lenses on a pair of Rayban sunglasses. I think what happened is a result of LensDirect's dysfunctional web site. There were technical issues around that time. For example, I had to submit my prescription and pupillary distance information twice, once at the time of placing the order, and then a second time when requested by email. Furthermore, LensDirect's CEO Ryan Alovis publicly admitted in a 3/23/23 email that their website had suffered technical issues that frustrated customers. I don't think it's far fetched to believe that their system messed up the details of my order. I contacted LensDirect about this order issue repeatedly but they refused to address it.

I have been waiting for my glasses for 8 weeks. I still have not received them. The tracker does not work, you have to wait a long time to talk with anyone. They will tell you over and over that they are calling the lab and will send you an update. You never get one. The other excuse is the lenses came damaged. I’m actually concerned I’m never going to get them. I don’t think I’ve ever experienced something like this. Customer care “happiness”. Please do not respond with anything other than an estimated ship date and further compensation (already 20% off and free 2 day shipping) still not worth my time or aggravation The absolute worst UPDATE: READ BELOW RESPONSE THIS SHOULD BE ANOTHER REMINDER NOT TO ORDER!!!!! UPDATE 7/12/23 "Still in production" I spoke with them last week and they assured me the glasses would be out this week. Now they do not know when they will be sent. 7/12/2023 asked for a refund. My refund came within minutes. My glasses are to arrive by Friday. The only thing they have done right is give a refund! I will do a final update regarding condition of glasses Purchase at your own risk!

I have been meaning to write this review for some time but I didn't want to be a "complainer". Today I realized I could help save another customer a lot of money and frustration. I waited A MONTH for my glasses to be returned to me by LensDirect, and the lenses that they created are almost useless. I am wearing drugstore readers because my new glasses are terrible. During the month-long wait I received a fair amount of communication from the company. First they messaged me to say that they couldn't make bifocals (which is not the case, because they did make them.) Then they messaged me and asked for my prescription, which I had included in the package. Then I didn't hear from them for a while, and when I reached out they told me that they had made a mistake with the lenses and had to remake them. Again I didn't hear from them for a while. Finally I got the glasses after waiting 2x as long as it would have taken to do it locally (and I don't think I was any less expensive.) I never received an acknowledgment of how screwed up this was. Such a disappointment. I would NEVER recommend this company. I used them because they have good ratings but either my situation was an exception or they have a bot army writing reviews. Either way, I lost my money and I have to start from scratch.

The original order was submitted almost 2 months ago - done wrong the first time - sent the glasses back to them and after 2 weeks they redid them only to be wrong. Worst Customer Service - 5X told me a supervisor would call me back. Never did and when I called them they told me that the supervisors were in a meeting, then in a training etc etc.

I originally ordered new lenses for my favorite frames on 4/27/23. I shipped the frames and it took over four weeks to receive my order. I ordered all of the premium options but the progressive lenses were impossible to comfortably see out of. There was a blank spot between distance and reading. It hurt my neck to read due to the required angle. The transition option did not work. When I complained they sent me a return shipping label on 6/2/23 so they could recut my lenses. I was told they would do this once. As for the transition lenses, they said I should have ordered XTRActive lenses. I was told on the original order that I was getting gray transition lenses. This was not the case. They received my return on 6/12/23. I have called no less that 20 times, countless hours on the phone, and no one will give me an honest answer. As of this morning, 6/30/23, they still have no idea what the status of my order is. TERRIBLE customer service. Nothing but lies!!!! Every time I request a manager/supervisor, I’m told they are in meetings and never return my calls. The call center people simply read scripted responses. They must have just one person in the LAB. Order #914044163.

Absolutely horrible experience. I bought a pair of sunglasses that were prescription. They were sent to me crooked and overstretched so they couldn't even stay on my face. I reached out to the company and was sent a label to return the glasses to be fixed. I did so and they were returned back to me just as crooked as before. I also sent a pair of glasses to have lenses replaced. After over 1 month they too were sent to me overstretched and crooked so again could not stay on my face. Would never use this company again. Edit: July 3. The company reached out offering to send me a new pair of frames if I sent back my old pair. I said no because I like my frames (which is why I just had the lenses replaced before). They've also already "fixed" my sunglasses from another order and they came back still crooked. I declined their offer for new frames and then they gave my a refund. The refund was not given prior to my first review. The only thing offered prior to my first review was to send back my glasses to have the frames realigned.