LensDirect.comReviews of lensdirect.com

Response from LensDirect.comJul 27, 2018

Hi there KB! I apologize about that price increase. Prices are subject to change. We have to abide by all price changes set by the manufacturer. We hate it too! We do send out a reminder email 10 days before your AutoRefill is shipped including the price that it is going to be at the time of renewal. Because of your AutoRefill discount, you did receive the best price! I just apologize that it was not more noticeable on that email. I am going to talk to our development team about that! I hope to see you again in the future :) Please let us know if there's anything I can do to help. Have a great day! The LensDirect Team

Response from LensDirect.comJun 29, 2018

Hi Andrea! I am so sorry to be hearing all of this! I investigated your order and it appears that the product you used to order was discontinued. I do see we sent out an email about this and I hope you received it. I wish there was something I could do about this however, this was the manufacturer's doing. What I suggest is going to the doctor and getting a new prescription for either Freshlook Colorblends, who has a tinted product, or Air Optix Colors, which is the most popular colored contact. I apologize for any inconvenience caused. Please let me know if there's anything I can do to assist in this matter. I would love to help! Have a great day! The LensDirect Team

Response from LensDirect.comJun 19, 2018

Hi Lara! I am so sorry to hear all of this! Please allow me to explain quickly what happened. As you know, prices are always subject to change. However, we still do our best to keep prices as low as possible. For all AutoRefills, we send out a reminder email 10 days before hand which has the price included and we also send out the order confirmation. I do see here that both were successfully delivered to your email address. I apologize if you did not get those. I have set your account as inactive till you tell us otherwise. I would not want to send out another order without your approval! I also put $10 account credit into your LensDirect account so you can save a little money on your next order :) I apologize for any inconvenience. Please let us know if there's anything we can do. Have a great day! The LensDirect Team

Response from LensDirect.comMay 18, 2018

Hi Krista! Thank you so much for reviewing us! I am so sorry to hear you had a 1 star experience. Everyone here at LensDirect.com strives to deliver 5 star service. Let me see if I can help. We are legally obligated to contact your doctor to ensure that we are sending you lenses that will do no harm to your eye. While we trust you with ordering completely, we have to follow the law to make sure that we do not harm you in any way. We would never want to do anything of the sort, with or without the law. The order was placed on Friday morning. Since you sent us the doctor's phone number on Saturday, we had to call them the following business day which was Monday. Then it went through the 8 business hours for verification. This made the order unable to ship out till Tuesday. Once it was shipped, it looks like you received it in 3 business days instead of the 5-6 days you were supposed to! I love seeing that :) I hope this makes sense and that I cleared up any confusion. For any inconvenience we caused, I have put in $5 account credit so you save a little money on your next order. Please let us know if there's anything else we can do to help! Have a great day! The LensDirect Team

Response from LensDirect.comMay 1, 2018

Hi Darrell! Thank you so much for taking the time to review us! I appreciate hearing from every customer. I am so sorry to hear that you received defective lenses. I am here to help! I took a look at your order. It seems as though you have an astigmatism lens and your order went through the 8 hour verification because you provided your doctor's phone number. This means that It passed the 8 business hours, which is the amount of time given by law to the doctor to contact us back. Since they did not contact us back, we are legally obligated to send out what you ordered. If you have any questions about why this call wasn't returned, please contact your doctor. I did contact the doctor myself to check and make sure everything is okay. However, it seems as though your prescription is out of date. It expired September 19th, 2017. This means I cannot send out replacements just yet. Once you get that new eye exam, we will be able to send you replacement lenses for those defective ones! We never want you to feel like you are wasting your money. Please send us that updated prescription once you get it so that we can get started on your replacements :) For the inconvenience, I also put in $5 into your LensDIrect account! I hope I helped a little. Please let me know if you have any questions or concerns. Have a great day! The LensDirect Team

Response from LensDirect.comMay 1, 2018

Hi Benjamin! Thank you so much for reviewing us! I appreciate you taking the time our of your day to let us know how we're doing. I am so sorry to hear that you feel as though we are not saving you money. I know that with your brand we are lower than the leading contact lens sellers but we always want our customers to feel like they are getting a good deal too! For this inconvenience, I put in $5 into your LensDirect account for the next time you order with us! I hope this helps a little bit :) Please always let us know if you would like to save money and we will do our best to help any way we can! Have a great day! The LensDirect Team

Response from LensDirect.comApr 30, 2018

Hi Kaleigh! I am so sorry to hear about your experience! I am hoping that I can help I can shed a light on what happened because I completely understand your concern. It looks like you sent us a copy of your prescription which was missing many parts but did have your doctor's information on it. So, we informed you first letting you know that this was not enough information to verify through email. We waited two days before proceeding. However, we also faxed AND called the doctor for verification to get this shipped out to you as soon as possible. We would never want you to wait for contacts! Since it passed the 8 business hours, which is the amount of time given by law to the doctor to contact us back, we were legally obligated to ship these out. If you have any questions about why this call and fax wasn't returned, please contact your doctor to make sure that everything is okay. I apologize about this inconvenience. I have put in $5 account credit into your LensDirect account so that you can save some money if you decide to order from us again. If you would like to return those lenses for a full refund, email us at [email protected] so we can best assist you with that :) I hope that we see you again soon! If there's anything we can do to help, please let us know and I would be happy to help! Have a great day! The LensDirect Team