LensDirect.com Reviews | Read Customer Reviews of lensdirect.com

LensDirect.com Reviews | Read Customer Reviews of lensdirect.com

LensDirect.com reviews

11,626 approved reviews, newest moderated first

Chad
Jun 5, 2023
Been a customer for a few years now and…
Been a customer for a few years now and I am satisfied. Had a mix up with my old billing info still showing on file and order was rejected. I called customer service and Selwyn was very helpfull and solved my problem.
Response from LensDirect.comJun 6, 2023
Hi Chad. We sincerely appreciate you taking the time to share with us your experience at LensDirect. On behalf of our entire team, thank you for allowing us to serve you. Regards, LensDirect Customer Happiness
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Richard H K.
Jun 5, 2023
Fantastic Customer Service Experience
My customer service professional that assisted me today was fabulous. He had great customer service skills and assisted me with my 2 requests in a professional timely manner.
Response from LensDirect.comJun 5, 2023
Hi Richard! Our team enjoys doing what they do because of customers like you. Your review just made our day. Thank you so much! Regards, LensDirect Customer Happiness
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richard K.
Jun 4, 2023
Service was fantastic
Service was fantastic! Shawn went Over and above to help me!
Response from LensDirect.comJun 5, 2023
Hi Richard, It’s always amazing to hear that we’ve been successful in our goal of providing our customers with the best possible experience. Thank you for giving us the chance to serve you. Regards, LensDirect Customer Happiness
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ji
Jun 2, 2023
Do not buy from lensdirect their lab…
Update: Site is legit but it just takes too long for the lens replacement to get back to me. It was way more than 12 business days. I did asked for cancellation, which they did and refunded quick. I did get my frame back. They also send the lens that I ordered but it is not in good quality. However; they did mention that it needed to be "redone since it did not pass the quality check." This is true, when I put them on I can see rainbow spots underneath on both the lenses. Also they did get the prescription right. Customer service was good they weren't lying. If you can wait for more than 12 business days, then you may buy here but do expect delays.
Response from LensDirect.comJun 5, 2023
Hello J, We're sorry to hear that you experienced a delay in receiving your Lens Replacement order. We understand how frustrating this can be and we apologize for any inconvenience. Please be advised as per the company policies the production time for any Lens Replacement order is 10-12 business days, and in your case the lens needed to be redone since it did not pass the quality check. We take product design and quality very seriously, and we apologize that your order was not completed within the allocated time. As per your request, the order has been canceled and the account refunded, your frames and case has been shipped out and is expected to be delivered on Monday 05, June 2023. We would like to offer you a discount on your next purchase. Please contact us directly at 1-800-536-7111 so we can make arrangements. We're thankful for your feedback and will take the necessary steps to improve. Sincerely, LensDirect Customer Service ‍
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sid B.
Jun 2, 2023
Great Disappointment
First of all it took 6 weeks to get my Glasses back and they came back Damaged. They scratched the finish off my frames several places. Also the Lens are wrong and verified by my eye Doctor. And they should have sent back my old Lens. Very Disappointed in this company. order#914016519
Response from LensDirect.comJun 5, 2023
Hello Sid I'm sorry to hear that you were not happy with your experience with our company. 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. Thanks, LensDirect Customer Service Hello Sid, We're sorry to hear that you experienced a delay in receiving your order and that your frames were damaged. We understand how frustrating this can be and we apologize for any inconvenience. It's very disappointing to hear that your recent visit wasn't up to your expectations. We take all feedback seriously, and we appreciate your honest feedback. We apologize for any inconvenience. We would like to address your specific concerns and make things right. Our customers mean a lot to us, and we'd like to resolve this for you ASAP. Can you shoot me an email at [email protected] to continue the conversation? I look forward to hearing from you. Your comments are invaluable to us and we will take them into consideration. Thank you so much for your patience, Sincerely, LensDirect Customer Happiness
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PG
Jun 2, 2023
I was sent the wrong brand of contacts
I was sent the wrong brand of contacts. I contacted them & was sent a return label for a refund. I was told the correct contacts would be ordered (in stock) and be complimentary since it was their mistake. A week later they told there is no refund, instead a credit was issued towards the replacement order. Then I was told the replacement order was on back order with no expected date of shipment. I cancelled my order and requested a refund! VERY BAD CUSTOMER SERVICE!
Response from LensDirect.comJun 5, 2023
Hello PG, I'm sorry to hear that you were not happy with your experience with our company 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. Thanks, LensDirect Customer Service Hello Phyllis, Thanks for the information you have provided, I was able to locate your order details. We’re sorry to hear of your less-than-satisfactory experience with our company and hope you will accept our sincerest apologies. Being known for our great customer service, it’s important to us that our customers are more than satisfied and we would like the opportunity to resolve this issue immediately. we would like to make things right. Upon review, I noticed that the order has been refunded and as per your request, the replacement order canceled. We will reach out soon and you should get a call from us to determine how we can provide a solution that makes you smile. Sincerely, LensDirect Customer Happiness
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A M.
Jun 2, 2023
For the second time ordering
For the second time ordering, the product was pending inventory and took weeks to receive. This could be fixed by having a notice before ordering that a specific product is not currently in stock and or is back ordered. Warren Lewis however was excellent (5 stars) in resolving the issue and providing detailed information regarding the order and expediting the process. He was also very professional and courteous.
Response from LensDirect.comJun 5, 2023
Hi AM, My apologies for the delay in receiving your order . Feedback like yours is valuable to us. It helps us continue to improve and provide the best possible service to customers like you. Thank you, and have a great day! Sincerely, LensDirect Customer Happiness
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Donna M.
Jun 1, 2023
Kayla was an absolute pleasure
Kayla was an absolute pleasure. She went above and beyond to help me, in addition to being kind and polite. Customer care is the front lines of a company..their job is a direct reflection of its image. I’d Kayla a 10 if ratings went that high Thank you
Response from LensDirect.comJun 2, 2023
Hello Donna It’s always amazing to hear that we’ve been successful in our goal of providing our customers with the best possible experience. Thank you for giving us the chance to serve you. All the best, LensDirect Customer Happiness
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