LensDirect.comReviews of lensdirect.com

Response from LensDirect.comDec 7, 2017

Hi Nadine! I am so sorry to hear about this. We would be happy to take those back, no problem! As long as they are not opened or marked, you can ship those back to us. Please make sure there is NO writing on the boxes and that the boxes are unopened. We can't accept them back if they have either. Please also be sure to send it back in a box. If it is sent back in an envelope, it has a greater chance that it will come back damaged and we will be unable to refund. This is for the security of the product and your refund. You can return the lenses to this address: LensDirect 401 Franklin Ave Suite 102A Garden City NY 11530 For the inconvenience, I have put in $5 into your account. Hopefully it'll help save you a couple of dollars! If you have any questions, we would be happy to assist you! Have a great day! The LensDirect Team

Response from LensDirect.comDec 6, 2017

Hi Keyonna! Thank you so much for informing us of your experience! I apologize about the delay. It looks like there was a delay in your order because of the holiday season. We have been hearing this often. Unfortunately, since the package was already shipped and it was never lost, we could not send out a replacement package nor could we push USPS to deliver faster. If the package got lost, then we would have been able to send you a replacement, which I see your representative had at the ready if that happened! For this delay, I will be happy to give you free expedited shipping on your next order with us and put $5 into your account to save you some money! We wouldn't want you waiting any longer than were on your last order. I hope this helps a little bit! I apologize once again. Please let us know if there's anything else we can do for you and we would be happy to help! Have a great day! The LensDirect Team

Response from LensDirect.comNov 9, 2017

Hi Merritt! I apologize any inconvenience that this may have caused you. Please allow me to go into further detail. As your representative informed you, there is a law in place for when doctor's do not contact us back. It is known as the Fairness to Lens Consumers act. Under this act, contact lens sellers must verify that American patients have a contact lens fitting. If the doctor that the customer provides information for does not contact us back within 8 business hours, we are legally obligated to ship out what you ordered. It is to stop doctor's offices from withholding patient information so that the patient must only order from them. Now, we called your doctor on each order. This makes it their job to call us back informing us that we are not allowed to send out your lenses because what was ordered was incorrect. If they had done this, we would have contacted you and put your order on hold or cancelled it so you could order elsewhere because this particular product is something we do not sell. Here is the copy of the law if you would like more information: https://www.ftc.gov/tips-advice/business-center/guidance/contact-lens-rule-guide-prescribers-sellers I would love to make this right for you by sending out a free order, however, this is a product we are not selling yet. We want to sell this very soon, and hope that when we do, you will give us another try. I would even throw in free lenses for this inconvenience. Please let us know if there's anything else we can do to help and we hope that we see you in the future. Have a great day! The LensDirect Team

Response from LensDirect.comAug 24, 2017

Hi Bruce! I saw this review and was very upset. I reached out to your dedicated account representative to make things right with you and I hear that everything worked out. Please let us know if there's anything we can do to resolve this! We would be happy to help. :) Have a great day! The LensDirect Team

Response from LensDirect.comSep 12, 2017

Hi Jamie! I am sorry to be getting back to you so late. I was not made aware of your review. I am here to help now! I am only seeing one transaction on our end for your order. If there are 2, please contact PayPal. For the inconvenience, I have put $10 into your LensDirect account! 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

Response from LensDirect.comJul 28, 2017

Hi Kristin! I am so sorry to hear that you were unhappy with ordering from us. I think I can clear things up a bit! Once a package is shipped out, it is in the hands of the mailing service. LensDirect has no control over how or when the package gets to you. This is one of the downsides of mailing. However, it looks like one of our representatives was trying out best to help any way she can. I see that she had given you free Express Shipping to get that to you as soon as possible. USPS told us that the package would arrive on time and yet, somehow, there was still a delay. I see your representative offered to send you and your friend a return label for the inconvenience so you would not spend your money. If you would still like that, please let us know and we would be happy to send that to you! For this inconvenience, I have added $10 into your LensDirect account and would love to give you free expedited shipping on your next order. Please always let us know if there's anything else we can do to help. We always want to do right by our customers. Have a great day! The LensDirect Team