LensDirect.comReviews of lensdirect.com

Response from LensDirect.comApr 27, 2018

Hi Jim! I am so sorry to see this review! I did start an investigation to see what happened. Looks like on your first order you signed up for the AutoRefill program so that you would never run out of contacts and you got our special discount! Good news so far! Then it looks like in December 2016, you moved the date to this month. We sent you a reminder of this order on April 1st, sent you an order confirmation on April 11th, and then sent you a tracking email on the 12th so that you could get your lenses as fast as possible. I am sorry to hear you did not want this order! For this inconvenience, I have put $5 account credit into your account I have also set your AutoRefill as inactive. Just let us know when you would like to reactivate! No worries if you want to return them! Just contact us at [email protected] and we will instruct you on how to do so. :) I apologize again about any inconvenience. I hope this helps a little! Please let me know if there's anything I can do to assist. Have a great day! The LensDirect Team

Response from LensDirect.comApr 11, 2018

Hi Becky! Thank you so much for reviewing us! I am so sorry to hear about this experience. Let me see if I can help! It looks as though we contacted your doctor's office and they verified the incorrect prescription. I have faxed your doctor for verification so that I can get the correct lenses out to you, free of charge! If you have a copy of it, please send it to [email protected] so this process can be expedited. As for the boxes you were sent, I did an investigation and it appears that you are looking at the date the product was made, which was late 2017. The expiration of your boxes is 2022. The reason you are having trouble is, as you said, the wrong prescription which is what was verified by your doctor's office through the 8 business hour law. Once I get a valid copy of your prescription, I would be happy to send you out replacements for all of these lenses on us! I hope this helps a little. :) Please let us know if there's anything else we can do to help. Have a great day! The LensDirect Team

Response from LensDirect.comApr 10, 2018

Hi Suyen! I am so sorry to hear about all of this! I have looked into your order to see exactly what happened. It appears that USPS marked this as delivered. Since this happened, an investigation needs to be started in order for us to help further. I do see here that USPS is making it difficult for you so we ordered your replacements earlier than we normally do! These will be shipping out tomorrow if there is no delay. Because of this inconvenience, I have put $10 into your account. I will personally oversee your order to make sure this ships out as soon as it can! Please let us know if there's anything else I can do to help. Have a great day! The LensDirect Team

Response from LensDirect.comApr 10, 2018

Hi Ellen! This may be a bad batch of lenses. Unfortunately, with Freshlooks, we are unable to send out any replacements. Alcon makes it impossible to accommodate with trials unless it is from them so that they can see what happened with the batch. If you contact Alcon at 800-862-5266, they will be able to send you replacement lenses. For this inconvenience, however, I will give you half account credit back to your account. That means you will have $52.50 to use towards your next order! I hope this helps a little bit. Have a great day! The LensDirect Team

Response from LensDirect.comMar 16, 2018

Hi there Vera! I am so sorry to hear that you had an unpleasant experience. I started an investigation to figure out what happened. Please allow me to break it down! I see here that the order you placed had no coupon on there and the order confirmation that was sent out had no discount taken off. When you contacted us on the 8th, which was a week and a half after your order shipped out, your representative responded to you in less than 24 hours at 10:25AM EST. Looks like she credited you $25 that day to your LensDirect account. Then, when you contacted us again on the 13th, your representative got back to you in less than 24 hours at 8:19AM EST giving you another $10 in account credit. You currently have $35 in account credit that you can use on your next order and save more than you would have saved on this order! I love when customers can save as much as possible! It appears you have a hotmail email. Our emails sometimes go to the spam folder with those emails so make sure you keep an eye out for those emails and mark us not spam! If there's anything else we can do to make your experience better, we are always looking to improve. Don't forget about that credit! Hopefully the next time you order with us will be a better experience. Have a great day! The LensDirect Team

Response from LensDirect.comMar 14, 2018

Hi Katherine! I am so sorry to hear that you had a bad experience. I am here to help! I would love to send you some replacements of these lenses, however I do not have your prescription on file and the number for your doctor's office is out of order. Please email a copy of your valid prescription to [email protected] so I can best assist you. I will get these ordered and shipped out ASAP. Unfortunately, I cannot get trials so you would be receiving new boxes of Freshlooks so long as that prescription is valid. I hope that we can get this fixed soon! I apologize once again. Have a great day! The LensDirect Team