LensDirect.com Reviews | Read Customer Reviews of lensdirect.com

LensDirect.com Reviews | Read Customer Reviews of lensdirect.com

LensDirect.com reviews

Showing 674 reviews with 1 star · Clear filters

Tony
Feb 6, 2017
Sent contacts I did not want
I tried to cheat the system and not have a current eye exam. I went through the web site thinking that I would just enter in the information off my old prescription and not make an appointment with the eye doctor. When I got to the end I realized that I was going to have to have a current prescription. At this point I did not think anything about getting these contacts because it said they would not send them without this information. I bit the bullet and made an appointment with the eye doctor and got an exam. I used my insurance to purchase the contacts at the eye doctor with my new prescription. Next thing I know I am charged for the contacts at lensdirect.com and they shipped the contacts with the old prescription. I now have to figure out how to return them. This is a waste of $200 at this point.
Response from LensDirect.comFeb 10, 2017
Hi Tony! I am so sorry to hear about all this. I completely understand your frustration and I'm going to try to help the best I can! There was a glitch in our system that made it seem like you left us a doctor's number. We're not 100% why just yet but we appreciate you finding that for us so we can fix it! I know that your representative, Kathryn, sent you a label so that you could return those boxes on us, as long as they are unopened and unmarked. If you'd like, you can send that prescription over to us so we can validate it and send you out trials to make up for this order! I apologize again. We you give us another shot someday. Have a great day! The LensDirect Team
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Desiree
Jan 17, 2017
I received the wrong contacts!
I received the wrong contacts. My RX was verified by my doctor's office but the wrong contacts were shipped to me. I have called LensDirect 2 times with no resolution. I can't see!
Response from LensDirect.comJan 24, 2017
Hey Desiree! I am so so sorry to be hearing about all this. :( I'm here to help! I know that you are in talks with one of our representatives about getting all of this fixed up. They want to send you a free order! Unfortunately, we are still waiting on the doctor to get back to us. We will be calling them again today to see if they located your charts yet! Until then, if you do find your prescription, please call us at 800-536-7111 or you can email Kathryn at [email protected]. Please call or email us at any time if you have any questions. We want to make this right. :) Have a great day! The LensDirect Team
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Lori
Jan 12, 2017
wrong prescription
Prescription changed. Old one expired anyway. Checked box that says call my Dr. 2 weeks later get the old lenses. Call customer service and was told I could only talk to "my representative" and she was not available. No one else could help. I can go a few weeks without contacts or use the ones I was sent. Will need to find a new vendor that has actual customer service.
Response from LensDirect.comJan 12, 2017
Hi Lori! I am so sorry to hear about all this! I'm here to help! :) It looks like when you put in your doctor's number, we called them and it went passed the 8 business hours, making it legal to send out what was ordered. So, since you ordered the -6.50 instead of the -6.75, which is what you're prescribed, and the doctor didn't call us back, we legally were bound to send you this after 8 business hours. The 8 business hour law is usually a good thing when it comes to ordering contacts online but sometimes can result in things like this. I am not sure who you spoke with because I have no record of a call but I can assure you that someone is always here to help you! We have 24 hour customer service help but your representative works from 9-5 EST. If you ever need help, any representative would be happy to do so! We also live through email so you can always contact us there too. :) I apologize again about all this. To make up for this order, I will be sending you a replacement package of your actual prescription! I confirmed it with your doctor and you're verified till November. I hope this helps a little! Please let me know if I can do anything else to help. I would love for us to get back to your good graces! Have a great day! The LensDirect Team
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Seema
Jan 3, 2017
BAD SERVICE
I ordered contact lenses here for the first time and have the worst experience ever. It has been 2 weeks and I still have not received my order. Every time I call a manager is not available and they tell you they will send the manager a message to call me back which I have done that 2 times and have yet to hear back from anyone. There is no information on my tracking it says unavailable and no one is able to give me any answers. I am disgusted with how they treat me as a customer and this is my last time coming here. I will pay more to America's Best knowing I will get my order in a reasonable time and able to speak to someone who can give me answers.
Response from LensDirect.comJan 10, 2017
Hi Seema! Wow, this upsets me to hear about all of this! Maybe I can help a little bit. It looks like you ordered with us right at the height of the UPS/USPS busy season, which is why your order was lost the original time it was sent out. When getting your replacement lenses, it was also at the time where our manufacturer was unable to fulfill many orders because of the holidays as well. You were caught in a bad situation during the worst time. Now that we're back on track here, we will be able to cater to your needs! What I'm going to do is put the price of 1 box, which is $45.42, into your account so you can use that next time you order with us. I apologize once again. I know that you went through so much with us with this order. I hope that I helped a little bit! Please let me know if there's anything else I can do to help. Have a great day! The LensDirect Team
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Maria A.
Dec 6, 2016
Order my contacts wtong not happy
Order my contacts on Nov 9,16 didn't get them until Nov 25, 16 late and even when I go them my right was wrong , I called and when I call the two that answer was really mean didn't help me at all lost my money for the first order I had to order another right eye contact and I still haven't got them I'm so sad not happy😣😞
Response from LensDirect.comDec 8, 2016
Hi Maria! I know that we already started sorting this out with you but I wanted to remind you that we would love to send you a free order once you get a valid prescription! I apologize again about all of this. I know that it's frustrating. I'm here to help! When you go to the doctor, let us know and we would be happy to get these out to you as soon as we can. We know you always have a wait because of the toric, but they would be a top priority for us. I'm so sorry. I hope we can get this fixed up soon! Please let us know if you need any assistance. We would be happy to help! Have a great day! The LensDirect Team
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Uh....
Nov 15, 2016
never received package
never received package
Response from LensDirect.comNov 16, 2016
Hi There! I'm so so sorry about all of this. I'm here to help! I would be so happy to send you trial lenses as a replacement for this, on us! I just spoke to your doctor and it actually looks like the order that was placed was a little bit off from what you're prescribed. So this is kind of good thing! Now we will be sending you a replacement box of the correct prescription. YAY! Please keep a lookout in a few days for this package. We'll be keeping a close eye on this one! I am so sorry again. Please let me know if there's anything else I can do for you! Have a great day! The LensDirect Team
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Kelly
Nov 15, 2016
Inferior products and Unreasonable Customer Service
I purchased a 90 day supply of what was marketed as "name brand contact." However, I received contacts that neither fit my eyes nor had my prescription. When I called customer service, I got a trained puppet that recited that I was calling after hours and that their policy only allowed refunds on unopened packages. It took multiple phone calls to reach an amicable resolution. Highly dissatisfied experience.
Response from LensDirect.comNov 15, 2016
Hey Kelly! I am so sad to hear about all of this. I would love to help you I see in our notes that you were refunded (if you weren't, I would have done that myself). If you'd like, I would be so happy to send you some free lenses. Please give me a call at 516-519-5180 or you can call 800-536-7111 and ask for Kathryn. I would love to speak to you about how I can help! Please let me know if you'd like those trials and I would send those out Priority to you. I hope to see you again soon! Have a great day! The LensDirect Team
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Carol
Nov 14, 2016
Ridiculous
I tried to order, but they were giving me a hard time (almost like they were trying to find every reason to NOT fulfill the order). This whole sending me a pic with my personal "rep" made it even worse. It was like that person was purposely giving me a hard time. Then after I went through another vendor they fulfilled my order a month later anyway (after I assumed it had been cancelled). Unbelievably bad experience.
Response from LensDirect.comNov 15, 2016
Hi Carol! I am so so sorry to hear about all of this. You were caught in our Halloween madness and I would love to assist you with this! I see that you've ordered with us numerous times in the past and I would love for you to come back to us. If you could, please give me a call at 516-519-5180. You can always call 800-536-7111 and ask for Kathryn. You are my top priority! I hope to hear from you soon. I would love to get this all fixed up! Until then, I added $10 into your account. I do hope to see you soon. Have a great day! The LensDirect Team
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