LensDirect.comReviews of lensdirect.com

Response from LensDirect.comJul 26, 2017

Hi There! Thank you so much for taking the time to review us. We appreciate hearing from every customer. I apologize that you had such a bad time ordering with us. I am here to help rectify that! I do see that you have spoken with your representative about what happened and, for the inconvenience, they shipped out a free 3 months worth of lenses as well as your correct shipment. If you did not receive these lenses, please let us know and we will be happy to fix this! For the inconvenience, I have added $10 into your account and you will, of course, be getting expedited shipping on your next order with us. I hope I helped a little. If there's anything I can do to help, I would be happy to do so! Have a great day! The LensDirect Team

Response from LensDirect.comJun 15, 2017

Hi Alaina! I am so sorry to hear that you had such a bad experience with us. However, I am here to resolve everything! It looks as though you had two accounts: One guest and one real. On your Guest account was all of your information including your AutoRefill. I started an investigation for your records. It looks as though you placed an order for AutoRefill on November 23rd, 2016 and set your frequency for every 6 months. It looks as though you also received an email reminding you of your Autorefill on May 19th and an order confirmation on May 29th to your email address. Not to worry though! I have cancelled your AutoRefill and merged your accounts. For the inconvenience, I have added $10 into your LensDirect account so that you can use it for any order you have with us. I hope I helped a little! Please always let us know if there's anything I can do! Have a great day! The LensDirect Team

Response from LensDirect.comJun 15, 2017

Hi Allen! Thank you so much for your review! Beginning in 2018, there will be no Avaira Torics or Avaira Sphere. They will be completely discontinued. We are officially no longer able to send out trials because they are no longer available. We would have sent you out trials to tide you over until your real boxes came in if we had access but by this time, they were already unavailable. When you get a new prescription for a different product, I hope that you give us another chance! I'll even throw in expedited shipping so that these get to you as soon as possible. Please let us know if you have any other questions or concerns. Have a great day! The LensDirect Team

Response from LensDirect.comJun 15, 2017

Hi Isaac! I am so so sorry to hear about this. I am hoping that I can help! I am not sure what caused this delay. It looks as though it was a glitch in our system. To make up for this, I sent an extra 90 lenses to your home. I am so terribly sorry for this. Next time you order with us, make sure that you let your representative know that you will be receiving expedited shipping on me! Please contact us with any questions or concerns. We would be happy to help! Have a great day! The LensDirect Team

Response from LensDirect.comMay 2, 2017

Hi Steve! I am so sorry to hear that you had such an unpleasant experience when ordering with us. I would love to talk to you about them further but since you did not leave your order number for me to contact you, I cannot do so unless you contact me first. Please email me at [email protected] so that we can I can hear your concerns fully and understand them. I hope to hear from you soon! Have a great day! The LensDirect Team

Response from LensDirect.comApr 21, 2017

Hi Natalie! I am so sorry to hear about your unhappiness with your shipping. I think I can help clear things up a bit! When switching your shipping methods, I’m sure you noticed at the bottom of that pop-up page that we are legally obligated to go through our prescription verification process before shipping the order. That means that we must go through an 8 business hour process to make sure we are not harming your eyes. Since you put in your doctor’s phone number, we called them at 10:16 AM on the 4th after your order was placed at 10:14 AM. This legally gave your doctor’s office 8 business hours to get back to us with any corrections that might be necessary. Since they did not contact us back and the 8 business hours had passed, the order was shipped out the 5th and was received by you on the 6th. Some people have had this confusion when getting Next Day Air, which is why we installed that pop-up page before changing shipping as well as updated our FAQs to state that the shipping process does not begin until our verification process has finished and the product has shipped. I understand your frustration and am glad you have found a site that makes you happy! We would love to make this up to you. Please accept free expedited shipping on your next order on me. We know that waiting for contacts is the worst and we wouldn’t want you to have to wait for them. I hope this helps a little! We hope that you give us another chance one day and that we can make this right! Have a great day! The LensDirect Team

Response from LensDirect.comApr 20, 2017

Hi Jordan! 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. When you emailed and said that you were not going to receive your lenses for 2 extra days, she immediately refunded you for your shipping and processing fee. She also attempted to contact you to see where you were going on vacation multiple times so that she could send you free lenses to hold you over while you were away. Since she did not hear from you, she sent you extra lenses to your home with Next Day Air in hopes that they would get to you in time for your trip. We apologize about the delay. Like I said, we are at the hands of our mailing services. I hope that my explaination of our efforts to make you happy show how much we cared about you and that, one day, you can forgive us. When you do come back, please have free expedited shipping on me as well as $5 account credit. I hope this helps! 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

Response from LensDirect.comApr 20, 2017

Hi Helene! On behalf of LensDirect, I would like to apologize for the negative experience you had with us. We always strive to deliver the best customer experience we can and I can tell from this situation that we were unable to come through for you. Unfortunately, when dealing with contact lenses, we are bound by the laws and regulations that come with it. When we first heard about your problem, we immediately reached out to doctor’s office to confirm your prescription again. What should have been a simple verification phone call turned into a week long affair. This concluded with them incorrectly telling us your prescription was expired, which by law prevented us from sending out any lenses to you. It wasn’t until much later on that we got received the correct and valid prescription. I completely understand your frustration, as you paid for a product that didn’t deliver as promised. I am very happy to hear that you are receiving replacement lenses. If that doesn’t come through please let us know right away, as we are now legally allowed to send these out to you with the corrected prescription. We would absolutely love for you to give us a second chance in the future. I have placed $15 credit in your LensDirect account and would happily give you free expedited shipping. I would love to talk to you further about exactly what happened. Please contact me (Kathryn) at 516-519-5180. Please accept our apologies once again. I do hope that you come back to us again one day and that we work together soon. Have a great day! The LensDirect Team