LensDirect.comReviews of lensdirect.com

This used to be a great company, never had any problems getting my contacts from them however the last few years has been horrible. My last several orders took forever because they didn't have my lenses in stock. Then when I did receive my orders invariably they were missing a full box of lenses. They do not make it easy to report or to have the missing boxes sent. Still waiting on my last missing box and it has been a couple of weeks now. Beware placing orders with this company.

Don't be fooled by their shipment promises. I ordered on March 27, it's now April 10 and it's still not yet shipped. First stuck 5 days on "Pending Inventory" and now it's been 4 days on "Packaging & QA". Rest works, but shipping is just super slow. Update: Also worth noting that their chat service is very rarely staffed. Update: Emailed them to enquire as to why this order is so enormously slow, still no response. However, this TrustPilot review has set off some motion I believe so I'm now hopeful! Update: Two days of waiting and still no response to my email. Also, my order has now been stuck in "Packaging & QA" for 1 week and 9 hours. And, it's 15 days and 19 hours since I placed the order. I'm still hopeful though, but I'm counting the time :/ Update: Today my order shipped and I also got a response from the customer support (note 3 days to respond to my email). Their response was "I have great news...Your order shipped! Yay! I am so sorry for the delay." In all honesty, it taking more than two weeks to ship my order deserves a bit more than "I am so sorry for the delay". I believe my review here is fair, customers should not "be fooled by their shipment promises" and the vendor has properly confirmed through their customer support that even when facing a severe delay they do not stand up to it beyond a mild "I'm sorry". I'll leave this review at 2 stars, seems fair. UPDATE: I thought this case would be closed. But today as I was checking in on the order the tracking link with Fedex is saying "Your shipment was cancelled by the sender. A delivery date will no longer be provided." At this point, I'm downgrading this review to 1 star. I can't get hold of them through support, and they are now 3-4 unacceptable mistakes into this whole story. UPDATE: As you can see, they eventually actually responded here on Trustpilot (2 months later) and I appreciate them extending a discount against future orders. I'm going to update the rating to 2 stars given that they eventually took responsibility for the situation they created.

I had two orders. One is a pair of sunglasses with prescription lenses, the other was replacement lenses for a pair of frames which i sent to them. Both were ordered on March 6, 2023. Last week I finally got the frames with replacement lenses. The work they did was excellent. The sunglasses however, have not arrived yet. I called, texted and emailed for updates. Today I was informed that the lenses had to be reordered (today, 4/10), and that it will be another week until they get to Lensdirect. So, another two weeks. I am disappointed, and a bit frustrated. It is cheaper, but it takes a really long time to get anything.

*** I want to note that there were no issues with customer service AT ALL. Everyone I spoke to was helpful and kind. I've used Lensdirect before and had no problems, got my contacts shipped probably within the week. So you can imagine my disappointment when I placed an order March 3rd, and it's March 30th, and they still hadn't been shipped. I finally canceled them because it was ridiculous how long this process was taking. First, it took almost a week just to get the prescription verified, but I was able to do it almost immediately once I called to inquire about it. Next, it took them almost a week to let me know that my contacts were back-ordered. Had I been told sooner, I would've canceled it then and there. Since I was traveling, I thought it wouldn't hurt to wait. I was told by two different people that my contacts were about to ship and that I'd be getting an email that day. (never did) So I call the next day and there's still a hold on my shipping. Overall I really did try waiting it out, but I've run out of contacts and think it's better to order from someone else than to wait. The lack of communication during the process was the most irritating part, I should've canceled my order a lot sooner. Won't be using Lensdirect again.

I’ve been a loyal customer for years. The last couple of orders have been delayed. My most recent order is a month late. Talk to customer service & all I get is “shipping soon” or “upgraded to priority shipping”. That’s nice if they would actually ship it out instead of promises.

Sent in my order Jan. 10 and the lenses aren't made yet. Super slow and nearly as expensive as an optical shop. Why does it take over a month to make lenses??!! They say a 10 day turn around but it's simply not true. No customer service. Chat bots that ignore you. The only response is reading a script. No help, all you are is just another $$$$ to them.

Ordered lens replacement for 3 frames - 2 eye glasses & 1 prescription sunglasses. 1 regular & the sunglasses were fine - returned quickly & are great. The 2nd pair of glasses arrived with only 1 lens in them, so I had to send back. No apology, no concern from the CS. Got them back about a week later & now the prescription is off. Sat on hold with CS for over 25 mins & finally just gave up. I've disputed the charge instead. Will never use this company again. Much easier to just use local doctor.

LAB WORK making of my glasses, NOT GREAT but CLUMSY workmen ship. I sent 2 NEW plastic frames to them, one I had them make lenses for and they are tight but feel loose frame. The 2nd eyeglass frame was NOT returned in the condition as they were sent. There handled of then was NOT good and was missing parts, and the Customer service regarding this mess , MEH.