Carolyn G.
Kayla & the Lens Direct policy on lens replacement for frames without lenses.
Kayla, one of the customer service persons was a great go between with a problem in my LENSDIRECT order. She was very kind, thoughtful and I believe tried her best to help me resolve an issue involving the order of new lenses for a pair of frames I had sent. She is/was a great example of excellent customer service & I appreciated it. In terms of Lens Direct policy about not be able to handle frames submitted without lenses in them (for lens replacement) I was VERY SURPRISED. I have been ordering new lenses for many, many prior orders (10+) of pairs of frames and had never encountered an issue or read on the website that frames without lenses could not be accommodated by the company for lens replacement. This was disappointing to me. However, Kayla's customer service skills were still awesome despite my disappointment. I still need to find a lens replacement company for my new frames without lenses, but I wanted to "shout out" Kayla's good customer service.