LensDirect.comReviews of lensdirect.com

I placed two orders: one with express two-day shipping for $19.99 and another with free shipping. Surprisingly, the free shipping order arrived at my home earlier than the express one. I reached out to customer service to address the issue and politely requested a refund for the express shipping fee, as the description was unclear. However, they refused to issue a refund. I feel deceived by this experience.

Terrible experience. I placed an order for a lens only and sent in my own frame on December 14. It’s now January 10—over four weeks later—and the work status still shows it’s "in progress." This delay is absolutely unacceptable and frustrating. Nowhere on their website is such a lengthy turnaround time mentioned. It’s disappointing to see such poor service from this business. I should have learned my lesson about relying on Google reviews. If you read their BBB reviews, you’ll find countless customers with the same issues I’m facing. Shocking and unacceptable.

I contacted main office 3 times to cancel an order prior to being sent with no prevail. Order was still sent and money taken out of my account. Very disappointed and will no longer utilize devices.

So upset. Placed an order for a Christmas present on December the 16th. I was a new customer so I was supposed to get 30% off. A representative had made me an account so when I went back in it took the discount away. Strange, right? They were nice enough to give me a 15% discount. I took it. Asked them if I could get upgraded shipping for all of the confusion and headache (never hurts to try) and they declined, assuring me that I would receive my product before Christmas. It’s now December the 31 and I just got a notification that my lenses were shipped. Called the company and they said they were just mailed out today and it would be another 5-7 business days before I received them. So not only did I not receive the product before Christmas, we’re looking at almost a month before I get them. The representative blamed the postal service but then turned around and said that they had just mailed them out. So it was their fault not the USPS. I’m so irritated.

I shipped my $800 pair of glasses for lenses and when they shipped back to me, they never arrived. There's no accountability with this company

I have 10 emails where this company claims to have shipped my contacts. I ordered them on November 3rd, 2024, wrong address, then they asked for a new address and still refused to ship my contacts or give a refund. I have all proof that they took my 214.93 and gave me nothing!!! They even admit it in the response email!! Do not trust this company. I have reported to the BBB as well!!!

I had an incredibly disappointing experience with LensDirect. My order wasn’t shipped until 7 days after I placed it, causing it to arrive far too late to be of any use. I reached out to them, because of my travels I had to get alternative contacts. I was assured that if I wasn’t home, the package would not be delivered. Despite this clear promise, they delivered the package anyway. Now, they are refusing to issue me a refund, even though their mistakes caused the problem. This company’s lack of reliability and poor customer service make it impossible for me to recommend them. If you’re looking for timely delivery and trustworthy communication, I would look elsewhere.

Shipped my new frames to Lens Direct on Nov 4th, received them back Dec 13th, five weeks later. I went with Lens Direct because of promised 10 to 14 day turnaround time. Customer Service is difficult to reach, impossible to get a straight answer. After a month I asked if they would return my frames and cancel the order. They told me they had a CANCELLATION FEE if I wanted to do that. Finally receive my new glasses back on Dec 13th. The glasses were done good, but the experience working with them was terrible. UPDATE: They blamed the delay on bad lenses they made. But this was after three weeks and it took two more weeks to make new lenses. Wouldn't it be fair to put my redo-order in the front of the production line?