LensDirect.comReviews of lensdirect.com

There are a lot of things wrong with this website and company that finally forced me to make a review. I started using them to order contacts because, as a student, I needed to find a place that was affordable and Lens Direct used to be that. I always found the website and customer service sketchy but went with it. That being said, I'm just going to bullet point all of my weird/bad experiences that I can remember. - I subscribed for replacements every 6 months. I forgot that I wouldn't need them as soon but didn't get any reminder until my card had already been charged. It was a nightmare to get back into my account and get in contact with someone to cancel it, since it was a bigger hassle to postpone the shipment and I didn't trust that I wouldn't be charged again. - I have been sent false emails that are either just incorrect or have accidentally been re-sent to me from orders over a year old making it seem like I've placed a new order. - I waited almost a week for my prescription to be verified, and it was only marked verified after I got in contact with someone over live chat. I do not know why it's implied to be a (somewhat) quick process. - By far the worst offense to me is that the base price for my usual contact order, within the span of a year, went up by roughly SEVENTY DOLLARS. Excuse me? You're going to be sketchy AND overpriced now? What used to cost me about $160 without discounts and shipping/handling, would now cost me about $230. I can order through Costco for ~$11 less per box, and if you are reading this, please do the same.

I ordered two pair of prescription glasses. One is a clear lenses and sunglasses. the clear ones are great but framed sunglasses are distorted. LensDirect has been great to work with and have tried three times to get the problem resolved. The scratch old Ray ban lenses are clearer than the Lens direct lenses. Original purchase February 9 2024. Update: This is there response. June 6. 2024 Hi there, James! I'm so happy you've contacted us at LensDirect. My name is Bibi. I'd be more than happy to assist! Good afternoon! Thank you for informing us about the issues with your new pair of sunglasses. I am sorry for the inconvenience and disappointment this has caused, especially after multiple attempts to get it right. Given your experience and the fact that the lenses are still not meeting your expectations, we understand your request for a refund. However, since this was a prescription order, as per our policy, we would not be able to process your refund. I will still have your matter escalated either way to see what would be advised.

Be aware the turn around time can be excessive! They provide a shopping label which is great however, it took 7 days to ship from Oregon to Garden City, NY. Then it’s been in there shop now 17 days and my glasses still haven’t shipped back yet! I emailed customer service and they said my glasses are being expedited. I received an email on 5/13 that a label has been printed to ship. So, in my experience this process will have taken right at a month.

I have ordered from LensDirect several times. I like that their prices are so affordable but I have had issues. On one order they put the wrong prescription in my glasses and most recently it appears that the lenses they used are not the best quality. It's as if there are tiny micro-dust particles throughout. I compared the lenses to an exact same pair I have and I can see the difference. Also, the Customer service phone number doesn't work and the chat either via text or on-line is useless. No one ever comes back on-line.

Nyah Roberts provided the requested info. However, I am disappointed that it will take up to 14 days to process my order before it may even be shipped. LensDirect needs to have more visible this info on order processing time. It was not readily noticeable on their website during the order process. I needlessly included an additional $10 to have my glasses shipped back sooner but it will not meet my timeline. Has been over 3 weeks and still have not received my glasses yet…looks like it may take close to 4 weeks to get them

They won't work with certain brands like Dita anymore. I've sent them some Dita frames in the past and they were able to work on them, but maybe not anymore. I just wasted my time sending in the frames, waiting over a week.

Customer service is very poor. Glasses are delayed beyond the original date expected, an email apologizing was sent, I called to inquire and the representative is telling me everything is normal. The company congratulates me for being upgraded to expedited shipping but the item is already late so I don't know how that's supposed to help me.

Updated: The shipping charge was refunded. Recieved a message through Trustpilot from Lensdirect saying "With regards to the 6% processing fee this offsets a portion of the cost increases related to the verification of prescriptions with your eye care provider, fuel surcharges on shipping, and return processing." I'm not sure what a 6% processing fee has to do with with the extra shipping I paid for. Communication, and transparency, from Lensdirect could be better. I ordered contacts and paid an additional fee for 2-4 day shipping, which is reflected on my order screen. My order was not shipped with 2-4 day shipping, and actually seems to be longer than standard mail. I reached out to LensDirect and recieved a poorly written reply stating that the additional fee that I had paid was to ship it using standard mail.