LensDirect.comReviews of lensdirect.com

The first time I used Lens Direct they were great, had my glasses for about 2 weeks, no big deal. This last time they had my glasses for almost 2 MONTHS. Which is kind of ridiculous when you're dealing with something like glasses. The customer service person, Lenora, that I talked to was very helpful in helping me figure out what was going on. Honestly if you're that backed up maybe you should stop taking orders for a while 🤷‍♀️ because it really isn't fair to your customers.

Selwyn was very helpful with correcting my order!

I've used LensDirect.com to replace my prescription lenses in 3 eyeglasses and 1 pair of sunglasses. They have done a great job and the CS via chat was such a great experience. Affordable & FAST!

LensDirect was unable to make new lenses for my sunglasses due to a sizing issue. Unfortunately, the frames were then accidentally lost and not returned to me. But LensDirect addressed the loss in a very satisfactory manner. Starr courteously responded to the problem and offered me a new pair of sunglasses at no charge. The experience was definitely the right way to ensure customer happiness!

Don't be fooled by their shipment promises. I ordered on March 27, it's now April 10 and it's still not yet shipped. First stuck 5 days on "Pending Inventory" and now it's been 4 days on "Packaging & QA". Rest works, but shipping is just super slow. Update: Also worth noting that their chat service is very rarely staffed. Update: Emailed them to enquire as to why this order is so enormously slow, still no response. However, this TrustPilot review has set off some motion I believe so I'm now hopeful! Update: Two days of waiting and still no response to my email. Also, my order has now been stuck in "Packaging & QA" for 1 week and 9 hours. And, it's 15 days and 19 hours since I placed the order. I'm still hopeful though, but I'm counting the time :/ Update: Today my order shipped and I also got a response from the customer support (note 3 days to respond to my email). Their response was "I have great news...Your order shipped! Yay! I am so sorry for the delay." In all honesty, it taking more than two weeks to ship my order deserves a bit more than "I am so sorry for the delay". I believe my review here is fair, customers should not "be fooled by their shipment promises" and the vendor has properly confirmed through their customer support that even when facing a severe delay they do not stand up to it beyond a mild "I'm sorry". I'll leave this review at 2 stars, seems fair. UPDATE: I thought this case would be closed. But today as I was checking in on the order the tracking link with Fedex is saying "Your shipment was cancelled by the sender. A delivery date will no longer be provided." At this point, I'm downgrading this review to 1 star. I can't get hold of them through support, and they are now 3-4 unacceptable mistakes into this whole story. UPDATE: As you can see, they eventually actually responded here on Trustpilot (2 months later) and I appreciate them extending a discount against future orders. I'm going to update the rating to 2 stars given that they eventually took responsibility for the situation they created.

I had the pleasure of talking with Oneil today. For some reasons, all my emails from LensDirect are going to my spam folder and that caused some confusion and delays with communications. Rather than more emails I called and Oneil took the call. He took great care of me, listened carefully, addressed all my issues, had great empathy, and resolved all my open questions. If the level of service from Oneil is an indicator of what I can expect with the delivery of the lenses in my old frames, I have a feeling this is going to be a great experience and value all the way around!!

Oneil was efficient and customer service was on point.

Super helpful and they were able to solve my problem fast and it made my day : great customer support