linn M.
I have been meaning to write this…
I have been meaning to write this review for some time but I didn't want to be a "complainer". Today I realized I could help save another customer a lot of money and frustration. I waited A MONTH for my glasses to be returned to me by LensDirect, and the lenses that they created are almost useless. I am wearing drugstore readers because my new glasses are terrible. During the month-long wait I received a fair amount of communication from the company. First they messaged me to say that they couldn't make bifocals (which is not the case, because they did make them.) Then they messaged me and asked for my prescription, which I had included in the package. Then I didn't hear from them for a while, and when I reached out they told me that they had made a mistake with the lenses and had to remake them. Again I didn't hear from them for a while. Finally I got the glasses after waiting 2x as long as it would have taken to do it locally (and I don't think I was any less expensive.) I never received an acknowledgment of how screwed up this was. Such a disappointment. I would NEVER recommend this company. I used them because they have good ratings but either my situation was an exception or they have a bot army writing reviews. Either way, I lost my money and I have to start from scratch.
Response from LensDirect.comJul 7, 2023
Hello Linn, 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. Dear Linn, thanks for sharing your feedback. We’re sorry your experience didn’t match your expectations. As you correctly stated, It was an uncommon instance and we’ll do better in the future. I looked into the matter for you and noticed that your lens did not pass the quality check, and had to be redone. It is just unfortunate that you are experiencing issues with wearing your new glasses. Please be advised that any RX within 90 days is subject to a 1-time remake at no cost. We require a new RX with a prescribed date within 90 days from the time of receiving the order. Please feel free to reach out at 1-800-536-7111 with any further comments, concerns, or suggestions you wish to share. We would love to make things right if you give us another chance. Thanks, LensDirect Customer Happiness