David M.
0 STARS
0 STARS — DO NOT RECOMMEND LENSDIRECT I decided to give LensDirect a chance because the pricing was more affordable, especially since my prescription is already very expensive even with insurance. I placed my order, entered my prescription exactly as provided, and uploaded a PDF copy of my prescription. Not once was I warned that my prescription exceeded their processing limits. I was allowed to proceed with the order, and I sent in my frames because I had every reason to believe everything was fine. Then, I received an email saying: “After reviewing your prescription, we've determined that it exceeds our current processing parameters.” So they canceled my order. Seriously? Why was this not caught BEFORE I placed the order and sent in my frames? If LensDirect cannot process certain prescriptions, that should be made crystal clear upfront—not after the customer has gone through the entire ordering process and sent in their frames. This was a complete waste of my time and extremely frustrating. I gave this company a chance because I was trying to save money, and instead I ended up disappointed and having to start over somewhere else. Terrible customer experience. Poor communication. Zero stars if I could give it. DO NOT RECOMMEND. Save yourself the hassle and go somewhere else. Received my glasses 2 business days after the order was canceled. The least they could have done is send them back in the glasses case for my trouble. Just saying.
Response from LensDirect.comAug 11, 2026
Hello David! We’re truly sorry for the frustration and disappointment you experienced. We understand how upsetting it was to complete your order, submit your prescription and frames, and only then learn that we couldn’t process your prescription. You should have received clearer notice of these limitations before reaching that point. We sincerely apologize for the inconvenience and poor communication. We appreciate you giving LensDirect a chance, and we’re sorry we let you down. Your feedback is being shared with our team so we can improve the experience moving forward.