LensDirect.comReviews of lensdirect.com

The customer service began well over the chat feature on their website. I connected pretty quickly and explained my situation. I placed an order in February with a foreign company and ordered one box just in case (foreshadowing). The ordering process was simple, I input my information and scanned in my contact lens prescription, and after a review with my O.D. they shipped out my order. I like to keep a small stock on hand just in case and finally was ready for my new prescription. As soon as I placed them in they were blurry and I contacted lens direct after about an hour hoping they would set. I was greeted with kindness and she looked into it for me. She ask for my prescription again since they didn’t have it in the system and I sent a picture via email since the file was too big for their system and she replied thanks and would need a few minutes to review the information. She replied I had put in the wrong information and they wouldn’t be able to exchange the unopened amount but would be able to offer me a discount and expedited shipping for no cost. I was like okay what’s the quickest you can get the box to me and she began to take very long in between responses. She replied she was sorry about my blurry vision. I responded that it was fine and I just needed a time frame so that I can make other plans while I waited for the shipment. The rep then responded it would take 1-2 days to process and then ship. I was just wanting to get an estimated time frame to see my options since I’m pretty blind and I received a response I guess. So then I asked about the discount and I thought this was pretty funny when she said 20% and the sign literally next to the chat box said 25%. And I was like okay, I’m just wasting my time talking with you, in my head, obviously, and just hung up the chat. I mostly just wanted to share how a business can just waist your time with you instead of just saying “sorry there’s nothing we can do.” Place a bunch of “safeguards” to prevent the problem you presented and just send you a useless box after the power was auto inputed. I’m glad I just went with one box.

LensDirect sent me back glasses with damaged lenses. There was no QC done on them. Further, they irreparably broke my frames by bending them until they no longer were symmetrical or could fit on any face. The company refused to reimburse me for my damaged frames. Steer clear and pay a little more money for a local shop to fix your glasses.

After using them a few times, they return my Tom Ford frames warped… beware. Company didn’t care.

Cannot Stop Auto-refill LensDirect has made it near impossible to turn off the auto refill on contact lenses. I unchecked the box when doing my first order to make sure I would not be charged again. Then in 6 months I was charge again and sent contacts I neither need nor wanted. After MANY phone calls with lens direct, I was able to get all of my money back after a 2 week period waiting for them to process my return. I was then assured by customer service that I was not going to receive them again. Another box of contacts showed up today along side another $250 charge…. I would discourage anyone from doing business with this company since they make you fight so hard for a full refund and fail to allow the user to unsubscribe. I will be canceling my credit card to ensure they cannot pull this same stunt again in 6 more months.

I placed on order on May 13 for Dailies Aquacomfort Plus Toric. I received a notification two weeks later that it was on backorder. I waited for another 12 days, and was then informed that the lenses have been discontinued by the manufacturer after I reached out to them having not received any information in the last two weeks. Then I called my doctor's office, and they told me that these lenses have not been discontinued at all. I'm absolutely fed up and disappointed with the service from LensDirect.

I have reached out multiple times about my order. I received an email saying my frames arrived damaged and that Lens Direct needed my confirmation if I still wanted the lenses replaced. I replied that I was no longer interested. I got a reply from Karielle Fowell saying it was too late and my order had already shipped. I called and spoke with Duval who told me my order never shipped. Finally got through to a supervisor after sitting on hold for quite awhile. Apparently they have one supervisor. She told me there was a mistake and there's two order numbers associated with my one order. I posted about my experience on their Instagram but they deleted my comment twice.

I purchased two boxes of contacts on 4/13, by 4/15 two of the contacts tore. I have been wearing contacts for 20 years and I believed the box was defective. I reached out to customer service on 4/15 and was told they would replace the box. Well, I have called back three times since then and still nothing. The problem has been ‘escalated’ each time and still no contacts and no return telephone call. This is the worst customer service, and as of this date I am down to one contact lens. What a waste of money and time.

Very dissatisfied with this company! I ordered my contacts received them with no problem but when I tried to return an UNOPENED box to get a refund and order a new box with my new prescription I was not only never notified of the status on my return until I contacted them I was told my box was received opened which i know I sent closed or I would have never spent the few dollars to send them back! The picture did indeed have a box opened but to my knowledge I don’t know if that is truly my box or not it’s their word against mine! Highly disappointed with the company the lack of communication at the time of arrival to the supposed opened box is so unprofessional and I did not receive a sorry or email or anything from the manager!! Don’t order from this company or if you do I hope you don’t have to do any returns!!!!!!!!!!!!! If I could give negative stars I would!!!