LensDirect.comReviews of lensdirect.com

Response from LensDirect.comJun 30, 2023

Dear Paula, We're sorry to hear that you experienced a delay in receiving your Lens Replacement 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. Please be advised that your order has been shipped via FedEx and is expected to be delivered on Friday 05th July. We would like to offer you a discount on your next purchase. Please contact us directly at 1-800-536-7111 so we can make arrangements. We're thankful for your feedback and will take the necessary steps to improve. Regards, LensDirect Customer Happiness ‍

Response from LensDirect.comJun 28, 2023

Hello Gloria, I'm sorry to hear that you were not happy with your experience with LensDirect.com. 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. Thanks, LensDirect Customer Happiness

Response from LensDirect.comJun 28, 2023

Hi Tim, Thank you for your review. All feedback is important to us and we’re sorry to hear you’ve had such a frustrating experience and that your order was canceled. I looked into the matter for you and noticed that this order was canceled because of the type of frames you sent, the Dita Frames are very expensive frames. And as per the company's policies, we are not permitted to work with frames that are outside a certain price range. Now, keeping our customers happy is our number one priority and I’d like to ask you for another chance to make this up to you. Please give me a call at phone number 1-800-536-7111 at any time or we can reach out to you at a time convenient for you. Sincerely, LensDirect Customer Happiness

Response from LensDirect.comJun 28, 2023

Dear Customer, thanks for sharing your feedback. We’re sorry your experience didn’t match your expectations. It was an uncommon instance and we’ll do better in the future. Keeping our customers happy is our number one priority and I’d like to ask you for another chance to make this up to you. I looked into the matter for you and noticed that because of the groove on the frames we were unable to trace them to have your new lenses cut to fit, we would have needed the original lenses to have them traced. We would love to make things right so, if you have another pair of frames we would be more than happy to replace the lenses. Please give me a call at 1-800-536-7111 at any time or we can reach out to you at a time convenient for you. Sincerely, LensDirect Customer Happiness

Response from LensDirect.comJun 28, 2023

Hello Robert! We’re so glad you took the time to share your experience. We always aim for the absolute best in customer service, and we’re sorry you didn’t receive that. I am also very sorry that your order was delayed, but there were a few issues with the manufacturer. Please be advised that we have shipped 4 boxes for your right eye and 1 box for the left eye. Once the rest of your contacts are delivered by the manufacturer it will be shipped out. We assure you that you won’t see the same issues repeated if you return. We understand the importance of timely delivery and apologize for falling short in this area. We'll review our shipping process and take steps to ensure that our customers receive their orders as quickly as possible. We appreciate your feedback and will use it to enhance our delivery service for all customers. Your Sincerely, LensDirect Customer Happiness

Response from LensDirect.comJun 28, 2023

Hello Patricia, 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. I apologize on behalf of everyone at the company. Please know that your situation was an exception. As you can see in other reviews, we are known for taking ownership and caring deeply about our customers. We can’t fix the past but you have my personal commitment to improve the way our staff serves every customer. Until then, please accept my sincerest apologies on behalf of everyone on the team. With regards to the order as per your request, it has been canceled and refunded. We would like to offer you a discount on your next purchase. Please contact us directly at 1-800-536-7111 so we can make arrangements. We're thankful for your feedback and will take the necessary steps to improve. Regards, LensDirect Customer Happiness

Response from LensDirect.comJun 26, 2023

Hello Andrew, I'm sorry to hear that you were not happy with your experience with LensDirect.com. 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. Thanks, LensDirect Customer Happiness

Response from LensDirect.comJun 23, 2023

Hello Aina, I'm sorry to hear that you were not happy with your experience with LensDirect.com. 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. Thanks, LensDirect Customer Happiness