LensDirect.comReviews of lensdirect.com

This may actually be all-time my worst experience with an online business of any kind. On february 15th, I placed an order to get custom lenses made for a pair of frames I would mail in. I waited for far longer than the website tells you it will take to make your lenses and was eventually emailed on March 30th that my glasses had shipped. I clicked the tracking link and it showed that my glasses had been delivered on March 16th! I was out of town at this time, and they were clearly stolen--mind you, if I had been notified by email (as was promised) that they shipped out when it actually happened (instead of two weeks later), I could have had my neighbors take them in for me. I was really upset at this point, and asked if they would re-make my lenses if I sent them in a duplicate of my original frame. They first made me file a claim with fedex before they would consider this, but the claim was, of course, denied. This marks over 2 months into my original order. I accepted that I would have to take a loss here, so I spent another $150 on a duplicate frame and sent it back to them. Two weeks after I got notified that they received my replacement frame, I got another email saying that the frames were oversized and that they could not work with them, thus were being sent back to me (as a note, this email was sent, again, at a date later than the actual shipment day). I am livid at this point, as either I was being lied to about them not being able to make my lenses a second time out of laziness, or my lenses were never made for me in the first place and that was never communicated! If they had not been stolen, I was lead to expect to open the package and custom lenses would be inside my frames. At this point it's just under three months since my original order date, I've wasted SO much time and money ($450+ dollars) in this nightmare back and forth, and I am just begging for a refund. My email about this to Lenora was being ignored, so I fired up the chat and got Ellen who listened and was helpful and is trying to get me a refund. She went back in the records and saw that, as suspected, no lenses were ever made for me in either pairs of frames. So I paid for a service that was, full stop, never done. A list of customer service reps that were at best unhelpful and at worst fully dishonest, in no particular order: Natasha Byron Keisha Louise Kissel Henry Lenora Esprit Only someone named Ellen has been anything short of horrendous, but this still hinges on if she successfully gets my refund processed. Will update if not. Cannot recommend LensDirect any less. Truly a farce of a company

Bibi in customer service helped me right away and was able to make sure the correct order was being sent.

Kayla was knowledgeable, efficient, timely and all issues were handled professionally and were resolved. Excellent customer service!

Oneil was a great customer support. I was unable to upload my current prescription into the system. He was able to have me text the Rx and made sure it was included in the order. He was patient and listened well. I look forward to my new lenses from LensDirect and I hope all their employees are like Oneil.

My second customer service experience w/ LensDirect was just as great as the first. Kayla was really helpful and solved my problem quickly.

You guys sure are friendly and thorough. Most of my questions were answered by Keisha before I could ask! Thank you for helping me to see!

Helpful, patient, clear. Thank you, Kayla.

Bibi took good care of me when my contacts were on back order ! THANK !!