LensDirect.comReviews of lensdirect.com

Worst customer service ever! I ordered new lenses for my frames on 5/23 (#914036126) and was supposed to receive a shipping label to return my frames during the check out process. After several days, I still had not received a shipping label or any confirmation of my order so I called in and had to wait in queue for over 13 minutes before someone answered the line - after 1 week on 5/30 I finally received a pdf of the shipping label and returned my frame. I immediately shipped out my frames and they were delivered on 6/5 at 11:59am. Then on 6/6 they sent an email indicating they didn't have my frames. I had to call customer service again, with long wait times of over 12 minutes to explain that they had my frames. Then on 5/31 I get an email stating that my order is delayed because they need a PD (pupillary distance) measurement. WHY don't they ask for that information when you place the order??? This is absolutely ridiculous and an extremely poor customer experience. Their website indicates that "Once your order is placed, please allow 10-12 business days from when we receive your frames" for completion of order. I called on 6/22 after the 12 day mark to get a status and no one can tell me when they will be shipped out, or what the cause of the delay is. The rep tried to argue that the turnaround time is from when the lab starts working on the order not delivery - when I explained that in print on their website it says "10-12 business days from when we receive your frames," she said it was a mistake on the website...REALLY??? I asked for a supervisor to call back, no call back, no email. I called again on 6/23 and the rep could not give me any answers / update and says to call back on Monday. I called again on 6/6 trying to get some information and now I'm told the lenses are being re-made and no confirmation on when the glasses would be ready. I had with the run-around and wasted time on the phone. I requested my glasses to be returned to me immediately without lenses so that I can take my business elsewhere. Supposedly they will be sent out by tomorrow but I have my doubts with the incompetence that I have seen so far. Let this be a warning for others - RUN from this place and save yourself a lot of frustration. The rating should have "0" starts!!

Kimia was great! She was able to verify my Rx right away.

Lenora was wonderful in assisting me with my order and very patient and kind as i answered the call while on a walk on a incredibly windy day. Super helpful and professional!!

Using the chat customer service is easy and they were VERY responsive. Solved my problem in literally two minutes!

Horrible customer service. Ordered June 5, 23. No change in order status since the order date. Will go with ANY other company but Lens (Not) Direct! Update, still no glasses and only we will look into it from Lens Direct as of 7/7/23 - 1 month + and counting.

Pleasant helpful young girl answering my questions as cheerfully as a sunbeam on a daisy.

Customer service rep named Nelva really helped me out! I didn’t read the turn around time very closely (MY FAULT) and they ensured my frames were returned in time for an overseas trip.

Fantastic customer service. Very knowledgeable, polite and courteous.