Excellent
11,626 reviews
LensDirect.comHonesty, pricing, process and quality scores appear once 5 customers have rated them.
Launched in 1992, LensDirect.com is a top-rated American online retailer offering an extensive selection of brand-name contact lenses, glasses, sunglasses, eyewear lens replacement, and related products – at amazing prices. Operated with a clear mission: offer incredible vision care products at incredible prices with incredible customer service. LensDirect is a family-run business that treats their customers like family – it’s our mantra, it’s our ethos. Which is why Newsweek awarded LensDirect with having the best customer service in the United States – two years in a row. So, whether you’re looking for name-brand contact lenses, in need of an affordable and stylish pair of frames, or looking to replace the lenses on your favorite specs – LensDirect is here to help.
LensDirect.com (lensdirect.com) has 11,626 customer reviews on Rated Honest, with an average rating of 4.7 out of 5.
Showing 195 reviews with 3 stars · Clear filters
Rachel P.
Posted
Your process is great but you don't have the quantity options and your prices can be a little high.
Response from LensDirect.com· Aug 17, 2017
Hi Rachel! We are always looking to save our customers money. If you ever would like a great coupon to save some money, you can always contact your representative for all the great deals we have going on. :) We hope to see you again very soon! Have a great day! The LensDirect Team
DAVID
Posted
Very sloooooow to deliver. Not in stock. Order weeks early.
Response from LensDirect.com· Aug 17, 2017
Hi David! Thank you so much for choosing LensDirect for your contact needs! I am so sorry about your lenses always being on BackOrder. Positives in Biomedics Toric tend to take a while. Coopervision does not like positive powers for some reason! For the inconvenient wait, I put on $5 account credit that you can use whenever you'd like! I will also be giving you expedited shipping for free on your next order. I hope this helps a little bit. :) Please let us know if there's ever anything you need! We would be more than happy to help. I hope to see you again soon. Have a great day! The LensDirect Team
Victor
Posted
While the prices were excellent, service left a lot to be desired. I have prescriptions for both daily-use and monthly-use. About two days after my order, I got an email saying that the monthly-use order did not match the prescription - when in fact it was the company that had changed the name of the product in their system. When I called to clear that up, I wasn't able to get through to my so-called dedicated rep, despite multiple calls over multiple days and leaving multiple messages. Frustrated and running out of lenses, I finally called the general customer service number where I was told that nope, it wasn't the monthly that was a problem - it was that I didn't submit a prescription for the daily (page 2 of the attached PDF). No wait, also, my monthly order was wrong. And oh, you mean PDFs can have multiple pages? After a long hold, I was finally told by that the general customer service rep that she'd spoken to my dedicated rep and cleared up everything and that everything would ship later that day. Naturally it didn't - it didn't ship until three days later, and it's only the fact that I don't live on the other side of the country that meant that I got them only a day or so after I ran out of lenses. Hooray?
Response from LensDirect.com· Aug 17, 2017
Hi Liz! I apologize about this discrepancy. For this inconvenience, I have put in $10 into your account. I hope this helps. We hope that we see you again! Have a great day! The LensDirect Team
Rochelle
Posted
Initially I was impressed with the seemly personalized service . But I have found it difficult to find out about lens that haven't lasted more than three days. I realize I have some possible responsibility in that but not 100% of the time. I did send an email but no response. I feel overall your product is one of the best in pricing but somehow I have lost lens before I should have. Therefore in that way your customer service doesn't seem to have follow through needed when the customer is not happy. Also I get coupons in the mail with the product which are verually useless since they can not be used with any other sales but there are always some kind of discount applied. So I'm some ways it feels disingenuous. Although I will continue to buy your product . Rochelle
Response from LensDirect.com· Jul 26, 2017
Hi Rochelle! Thank you so much for reviewing us! I am so sorry to hear that you received some weird lenses. Sometimes, not often, the manufacturer sends us what we like to call "bad batches." Normally, if this happens, we immediately get a hold of the distributor and order extra lenses so that you are not wasting your money. However, these specific lenses do not come in trials. What I would do is call Alcon, who make Freshlooks, and see if they can send you free replacements. They will do that with valid complaints! I apologize once again. I will be giving you expedited shipping on your next order and $10 account credit for this inconvenience. I hope that I helped a little bit! Please always let us know if there's anything we can ever do to help. We're always here to make our customers happy! Have a great day! The LensDirect Team
June
Posted
The lenses arrived in a timely manner but they are not quite the same lenses I have been wearing. They are very comfortable but after wearing for several hours I have to remove them, soak for a few minutes and reinsert due to blurriness. The lens gets blurry after several hours. The lens also seems to be a tiny bit smaller than the lenses I have been wearing or perhaps not as well weighted (it's a toric lens).
Response from LensDirect.com· Jul 26, 2017
Hi June! I am so sorry to hear that those lenses are uncomfortable. I think I can help! I just spoke with your doctor and it looks like you are not prescribed Biomedics Toric. It looks like we called your doctor and left a message when you placed this order. It passed the 8 business hours, which is the amount of time given by law to the doctor to contact us back. Since they did not contact us back, we are legally obligated to send out what you ordered. You are prescribed Biofinity Toric. Astigmatism lenses are VERY sensitive and should not be tampered with. Since you did not order the correct product, your eyes were uncomfortable which caused everything to become unclear. I will be ordering your correct prescription today. I will get that ordered for you right away and send that out with expedited shipping, all free of charge! Please always let us know if there's anything else we can do to assist. :) I hope I helped a little. Have a great day! The LensDirect Team
Lorie
Posted
My contact representative, Christina, is great...good communication and very helpful. My lenses are good quality and shipping is fast, once it happens. My only issue is that my lenses are on backorder every single month, so I never get them on time.
Response from LensDirect.com· Jul 12, 2017
Hi Lorie! Thank you so much for choosing LensDirect for your contact needs! I am so sorry about your lenses always being on BackOrder. Positives in Dailies Toric tend to take a while. Alcon does not like positive powers for some reason! The good news is that you're on our AutoRefill program! We are extending our ordering time by a week so hopefully that diminishes your wait time a little bit! For the inconvenient wait, I put on $5 account credit that you can use whenever you'd like! I will also be giving you expedited shipping for free on your next order. I hope this helps a little bit. :) Please let us know if there's ever anything you need! We would be more than happy to help. I hope to see you again soon. Have a great day! The LensDirect Team
MNMe
Posted
As a first time customer I received a promotion for 20% off and free shipping. Unfortunately I didn't receive the free shipping at checkout. Some of thier promo codes they send you do not work. Rather frustrated. The contract lenses arrived fine. Fit ok and just like other companies. I'd return as a customer only if the promotions they offer actually are honored. Otherwise, I will return to Walgreens.
Darla
Posted
I'm happy with the prices & service, it just takes too long for contacts to be shipped to me & your company charges way too much money for faster delivery.
Response from LensDirect.com· Jul 12, 2017
Hi Darla! Thank you so much for informing us of your experience! I apologize about the delay. It looks like you ordered on a Thursday and your order shipped out on Friday, which is a good start! And then, because of the weekend, it took a little longer to get to you. It's never fun to wait for contacts! It looks like your order got to you in 2 business days. Thank you, USPS! For this delay, I will be happy to give you free expedited shipping on your next order with us! 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
