LensDirect.comReviews of lensdirect.com

I sent my frames in to be relensed and it was taking longer than I was told it would. I followed up and was told it was just taking longer to get my lenses made, followed up again and was told the machine broke my frames. After I finally got my glasses back after 3 months the lenses weren't right. Back they went for another 7 weeks and the lenses are still not right. I'm going to a real store. The customer service was great even though I had to go to a real store to get "measured" so they can make my lenses.

From receipt of my frames to my receipt of the replacement lenses, it took 6 weeks. Emails are probably outsourced and no one has a clue. Had to call the 800 number for someone to realize they screwed up.

LensDirect said processing my order would take 10-12 business days, but it actually took 20 business days. At no point did LensDirect contact me about the delay. I contacted them on day 14 and was told my lenses did not pass quality control--which is not what the tracker web site said--and that the representative would email me with an update, which never happened. I've since found many reviews from other customers who had similar experiences. I would think twice before trusting them with your expensive frames. Update: LensDirect has now replied below, and they refer to a "shipping delay," which is a potentially confusing term. To be clear, I am not referring to any delays that happened during shipping. Rather, I am referring to LensDirect's delay replacing lenses in the frames I sent. At the time of my purchase, LensDirect said it would take 10-12 business days to replace the lenses. In fact, it took them 20 business days (nearly a full calendar month, July 5 until August 2, not including any shipping time). I understand delays can happen, but I think LensDirect has significant room for improvement in (1) communicating with the customer about the delay and (2) making realistic promises, because based on what I'm seeing in Better Business Bureau and Reddit complaints, many LensDirect customers seem to be having the same problem with them. It's especially important for LensDirect to be trustworthy because customers are sending them their expensive frames.

I ordered lenses for my glasses at the end of June, I got them a few days ago. The lenses are fine, but the customer service left A LOT to be desired. I ordered the least expensive option because these glasses are back ups. I sent in the frames and then a while later got an email telling me basically that I needed to pay more money for higher end lenses because I would not like the ones I got (paraphrasing). That my prescription would not be good in what I ordered. I worked in the optometry field and knew that with my rx being fairly mild, these would be fine. I answered the email and said that and that I did not want the more expensive lenses. I got a rather snotty email back saying pretty much, ok, but if you don't like the way they work, we will not redo them. WTH? If the rx is off, YES you will. The order took a MONTH. In that time, I ordered a full pair of glasses from another company. That took less than 2 weeks. I did get "upgraded" shipping when I complained about how long it took. Big deal. Still didn't have them for an absurd amount of time. Will use another company when I need new lenses in other frames. Very unhappy with the overall experience.

I could not get the website order to work correctly despite multiple requests to customer service, then when I finally placed an order using a workaround, they cancelled it after payment with no explanation. When I asked why, they said because my lenses need a prism adjustment. Their website says that they do prism adjustments. And to not tell me why the order was cancelled is poor communication.

I've been waiting over a month to get my glasses back. I sent them in for new lenses. I even paid for expedited shipping. I just called and I have at least another week without glasses.

I ordered lens for my frames frames on May 24, 2023. Shipped to Lens Direct with no delays or problems with shipping. I received my glasses on 7/17/23. It was a long wait. Customer service was horrible in regards to answering questions and I realized several calls in most of them simply referred to the status graph on their web page and were unwilling to help ever knowing my order was already much past their 14 day turn around. I had to almost stand on my head to get them to even say anything more than "Your Lens are being made". There was zero communication regarding huge delays. I ordered in plenty of time to use on my vacation however that did not happen. I am happy with the product. Lens Direct is not true to its words on how long the process will take. Buyer beware.

I have yet to receive the replacement prescription lenses for my sunglasses, they are FINALLY in the mail to me. The online tracker is of ZERO use, the updates given by customer services were hollow promises. The timeline indicated of 10-14days after receipt of my frames was way off. According to the packaging tracking hey received my frames on June 6th, they recognized that they received them on June 9th and FINALLY shipped them back to me on July 11th. Fingers crossed they prove worth the wait. They did upgrade me to 2 day shipping and give me a small discount for the delay. Everyone I dealt with via email was perfectly pleasant. Edit 07/24/23 Quick follow up now that i have received my glasses. I am very happy with the lenses and at the price point it was well worth the wait. I think had the process tracker and expected timeline been more reflective of the actual turn around time I would have been completely satisfied. Had i gone in with clear expectations of 1month turn around and had the progress tracker been of any use then all of my frustrations would have been avoided and the extra cost to Lensdirect.com of replying to a string of emails, expedited shipping and additional discount could have been avoided.