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

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

LensDirect.com reviews

Showing 674 reviews with 1 star · Clear filters

Lilia
Apr 24, 2019
I have issues with my contact lense…
I have issues with my contact lense deliveries each month. I've been charged before and have my orders cancelled. Other times I am told that payments didn't go through while my credit card gets charged. Since December I have had to call or message them at least once a month. I would not recommend, and in fact, I am planning on switching to a different company.
Response from LensDirect.comJun 10, 2019
Hey Lilia, we are so sorry to hear that. Did you speak with your rep and address these concerns? We promise to make it right if you let us. Thanks, The LensDirect Team
Report
Rich C.
Apr 19, 2019
Next Day wasn't Next Day
Had two orders. One was regular shipping. The other was next day because the regular wouldn't show up before my vacation. I gave them slack because I placed my ND order Wed night. Figured Friday since I paid for ND. Friday morning it still wasnt shipped. Called and cancelled. When I pay a huge fee for Next Day, I expect Next Day
Response from LensDirect.comMay 3, 2019
Hey there Rich, Very sorry to hear about your experience! I apologize about any confusion with the Next Day Air shipping. Even with Next Day Air shipping the order does require time to process and verify. Every order needs to be verified. If you don't have a prescription to upload we can call the doctor. This process does take 8 business hours by law, which usually adds a day to the processing time. I'm sorry we were not able to get this order out to you in the time frame you had wanted. We would love for you to give us another chance. I have deposited a credit of $10 into your account, usable on any future order with us. Have a great day! -The LensDirect Team
Report
Mark B.
Apr 9, 2019
Only got half my order been 3 weeks…
Only got half my order been 3 weeks they keep telling me it been taken care of ya right beware!!!!!!
Response from LensDirect.comMay 3, 2019
Hey Mark, Very sorry to hear about your experience! It sounds like USPS may have misdelivered or lost one of the packages. Unfortunately this does happen from time to time. The best thing to do in this situation is to reach out to your dedicated representative. They will be able to best assist and send you out a replacement package. I see here that your dedicated rep sent out a new package and that has been successfully delivered. We would love for you to give us a second chance. I have deposited a credit of $10 to your account, usable on any future order with us. Have a great day! -The LensDirect Team
Report
CRYSTAL S.
Apr 7, 2019
Good day I received a refill order of…
Good day I received a refill order of contacts, no one confirmed if I wanted the contacts they were automatically shipped after a whole year and I am waiting for my refund. I shipped the contacts back on March 27th, 2019. When will I receive my refund?
Response from LensDirect.comApr 12, 2019
Hey Crystal, Very sorry to hear that! It looks like an AutoRefill was started with your original order. We do our best to keep you informed about your AutoRefill. We send out a reminder email about 10 days prior, as well as an order confirmation when the order is placed. AutoRefill is free to cancel at any time, and you can do so be logging in to your account or by reaching out to us. I see here that your AutoRefill has been cancelled and your order has been refunded in full. We would love for you to give us another chance in the future. I have applied a credit of $10 into your account, usable with any future order. Have a great day! -The LensDirect Team
Report
Karen Lynn D.
Apr 5, 2019
Dropped the ball twice. Lost a customer for good
To much to write. In short they drop the ball! Lost a longtime customer
Response from LensDirect.comJun 5, 2019
We are so so sorry Karen, we really wish we could make this up to you. Please email your dedicated account rep if you are ever willing to give us another shot. Hoping to hear from you again, The LensDirect Team
Report
Tammy H.
Mar 30, 2019
I have never received my contacts that…
I have never received my contacts that I ordered.
Response from LensDirect.comApr 12, 2019
Hey Tammy, Very sorry to hear that! It looks like the package was shipped successfully, but USPS may have misdelivered or lost it. I see here your dedicated rep has ordered and shipped out a replacement package for you. This appears to have been delivered successfully. If you ever have a problem with the order please reach out to your dedicated rep, they would be more than happy to make things right. Have a great day! -The LensDirect Team
Report
BC
Mar 29, 2019
Poor Communication
I ordered contacts online and didn't receive a confirmation email or shipping notification. So I contacted them on online chat, and though I was first in line, no one was available to chat. I was asked to leave an email address for them to contact me later, so I did. Later I responded to the email, but didn't get any response for three days. So I called their 800 number and clicked 1 to check the status of an order, and was hung up on. I started a chat again and the same thing happened: first in line, no one available. So I called the 800 number again and pressed 0 and got to a customer service person right away, who told me the contacts are out for delivery and told me to check my spam folder for the email confirmations they sent five days before. I check every time and really, I never received anything from them. Meanwhile, the online chat connected with a guy who said "I see a second order has been placed today." I asked him to cancel it immediately because I didn't authorize that purchase. Then called my HSA Visa to make sure they didn't place a second order. Lots of time wasted because of bad communication. I understand that sometimes emails don't go through, even for five days, and that would have been OK if I had been able to reach them without having to try five times (two by phone, two by online chat, once by email). It's enough to cross this one off my list forever.
Report
Natasha S.
Mar 21, 2019
Did not confirm my Rx with my doctor
Did not confirm my Rx with my doctor. Sent wrong prescription. I called, told can only return unopened box (couldn't read the stupid thing to see it was the wrong Rx, trusted them to send the right stuff). They also said someone would be in touch with me to send them back, no one has contacted me. Very disappointed, will never order from them again. I'm out $170. Horrible customer service.
Report