LensDirect.comReviews of lensdirect.com

I specifically wanted SP-50 lenses in my Kazuo Kawasaki 704 frames. I was told no problem. I even put a post it note in the case with this information. I even agreed to a $25 upgrade they suggested. All they did was replace the lenses with the exact same shape they already had, which was NOT what I wanted and not what I was assured would be done. So far I have had NO response from Lens Direct. I'm not paying them another $125 and still not getting the lens shape I wanted. I will find another company that will do it right the first time.

Lens replacement took a little longer than the advertised 7-10 days. I decided to check status -- and that's when I started to get nervous. 1. Checked the website -- tracking page didn't even show that Lensdirect received my frames. "Hmm..that's strange. No big deal, but let me make sure they received my frames." 2. Communicated with a customer agent via chat. She confirmed that my glasses were received, but said she needed to look into my order further. She committed to getting back to me. "Okay, not a great start, but let me reserve judgment." 3. Days later, still no response. I tried to contact Lensdirect via chat again. After 25 minutes, no response. "This is now starting to get frustrating." 4. I called Lensdirect. Customer agent needs to look into my order. But I get hung-up on. 5. I call again. This time the customer agent confirms that my lenses are being manufactured, but that they screwed up the first set of lenses, so will need to manufacture another set, which will take another 7-10 days. It shouldn't be this hard. So I request a refund and a return of my frames. Still waiting on my frames. In short, customer service made me question whether I can trust this company. Perhaps the lenses would've been great (definitely a great price point), but wasn't worth proceeding. 05-09-2023 Update: Well, I got my frames back. They came with new lenses even though I cancelled my order. I don't know if these lenses are the first set that LensDirect screwed up on, or a new set. If the latter, I appreciate LensDirect sending them. And I'll be happy to not get a refund. But I don't know if they're the screwed up set or a whole new set?!?! Ahhhhh... 06-09-2023: Lensdirect, thank you so much for your response. I appreciate the confirmation that my glasses were returned with the correct new lenses. As a result, I have updated my rating of Lensdirect to three stars. I also called customer service to see if the company can recharge my card (I don't want Lensdirect to not get paid for services it performed). The customer service rep. has escalated the issue to his supervisor. Fingers crossed that Lensdirect gets the money owed to it.

Placed an order for contacts on March 26th. My contacts have been sitting since March 28th pending shipping. It's now April 10th. My experience with the CUSTOMER SERVICE REPRESENTATIVE WAS FANTASTIC!!! (NATASHA) 5 stars from me! With the company not so much... like 3 stars. Never had an issue with them before in the past. This is my 3rd time placing an order with them. I was promised a follow-up email and hopefully my contacts ASAP. Let's hope they come through with them SOON.

I, unfortunately, ordered a new polarized sunglass lens for my old prescription frames, during a time period where LensDirect was doing a major systems upgrade. My timeline changed from nearly done to just received the frames. When I tried reaching out via chat or email, they went dark for two days. But then I received some very good customer service and my new glasses came about 1-2 weeks later than promised. The new lens are very good and the workmanship was also very good. I also saw the CEO of LenDirect sent out an apology email for the disruption, which shows good form. I gave three stars as I don't think they planned their systems upgrade too well.

Shopping was easy and the prices were great, but after placing my order I didn’t hear anything else from the company. 12 days after placing my order I reached out to customer service to follow up and was told my order was in quality control and should ship out later in the week. Perhaps I’ve been spoiled by prime but 14+ days seems like a long time to wait for a non-custom product.

I actually give them a 3.5. The process took much longer than what they advertise. I placed my order on January 24, 2023 and received my glasses today, February 24, 2023. I too like so many other reviews were wondering about the status of my order at each stage in the process. It makes no sense they keep trying to convince people the process is short when it clearly is not. HOWEVER, I am VERY happy with my glasses.

I understand that frames can be damaged but I did not appreciate it when a weld was broken but no mention was made of it. The frame/glasses appear to still be usable. I used a drop of Super Glue. Edit: It is now roughly six months later and I have repaired the frame three times. The first two times I used Super Glue and the third time a small drop of "E6000 Adhesive." The latter appears to be a superior medium for this type of repair. LensDirect has had TrustPilot contact me with a failure to respond implicating deletion of my comment. So, here is a more specific description: If you look at a diagram of a generic metal eyeglass frame there is a "top-bar" above the "bridge" that uses a micro-weld on each end to further stabilize the rims on either side. The right hand side top-bar micro-weld was broken when the frames were returned to me.

Appreciate that a current promotion was applied but customer service agent entered in wrong account number and credit card was declined. Credit card company verified that the purchase was declined due to error on Lens Direct data entry. Caused me to waste time checking with credit card company and missed out on rewards because I put purchase onto a different card. Customer Service Agents need to repeat information verbally to insure information is done correctly.