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.
11,626 approved reviews, newest moderated first
alton F.
Posted
Your agent was very professional, polite and helpful . As a company you should be very appreciative !!!!! Thanks
Response from LensDirect.com· Jul 10, 2023
Hello Alton, Thanks for the 5 stars, your review is a great way to let us know we’re on track for making our customers smile! We appreciate you taking the time to give your feedback and look forward to serving you again in the future. Regards, LensDirect Customer Happiness
Russell W.
Posted
I have to cancel my order with them after my order hasn’t shipped out in 10 days. They didn’t tell you your order can be out of stock upfront, and didn’t provide any updates on your orders. My worst online shopping experience. There are plenty of other online contact glasses you can choose from, and I will definitely not gonna give Lens Direct another try. Update July 21st I sent my order information on private message to Lens Direct a week ago. But I haven’t heard back from them yet.
Response from LensDirect.com· Jul 10, 2023
Hello Russell, I'm sorry to hear that you were not happy with your experience with LensDirect. I was not able to find your specific order in our system with the information provided in this review. I have requested that TrustPilot ask you for some information regarding your order. Please provide the information to TrustPilot so that I can look into this for you. Yours sincerely, LensDirect Customer Happiness
Sten H.
Posted
Order placed 3/15/23, order finally arrived 5/30/23 after various dysfunctionalities caused by LensDirect. I open the box and find the lens color is wrong - I ordered dark lenses but got yellow lenses. Looking back at the order confirmation it did say yellow, but I'm 100% certain that this is not the color I selected when placing the order. Nobody in their right mind would want yellow lenses on a pair of Rayban sunglasses. I think what happened is a result of LensDirect's dysfunctional web site. There were technical issues around that time. For example, I had to submit my prescription and pupillary distance information twice, once at the time of placing the order, and then a second time when requested by email. Furthermore, LensDirect's CEO Ryan Alovis publicly admitted in a 3/23/23 email that their website had suffered technical issues that frustrated customers. I don't think it's far fetched to believe that their system messed up the details of my order. I contacted LensDirect about this order issue repeatedly but they refused to address it.
Response from LensDirect.com· Jul 10, 2023
Hello Sten, I'm sorry to hear that you were not happy with your experience with LensDirect. I was not able to find your specific order in our system with the information provided in this review. I have requested that TrustPilot ask you for some information regarding your order. Please provide the information to TrustPilot so that I can look into this for you. Yours sincerely, LensDirect Customer Happiness
Anthony C.
Posted
I have been waiting for my glasses for 8 weeks. I still have not received them. The tracker does not work, you have to wait a long time to talk with anyone. They will tell you over and over that they are calling the lab and will send you an update. You never get one. The other excuse is the lenses came damaged. I’m actually concerned I’m never going to get them. I don’t think I’ve ever experienced something like this. Customer care “happiness”. Please do not respond with anything other than an estimated ship date and further compensation (already 20% off and free 2 day shipping) still not worth my time or aggravation The absolute worst UPDATE: READ BELOW RESPONSE THIS SHOULD BE ANOTHER REMINDER NOT TO ORDER!!!!! UPDATE 7/12/23 "Still in production" I spoke with them last week and they assured me the glasses would be out this week. Now they do not know when they will be sent. 7/12/2023 asked for a refund. My refund came within minutes. My glasses are to arrive by Friday. The only thing they have done right is give a refund! I will do a final update regarding condition of glasses Purchase at your own risk!
Response from LensDirect.com· Jul 7, 2023
Hello Anthony, I'm sorry to hear that you were not happy with your experience with LensDirect.com. I was not able to find your specific order in our system with the information provided in this review. I have requested that TrustPilot ask you for some information regarding your order. Please provide the information to TrustPilot so that I can look into this for you. Hello Anthony, We’re sorry to hear of your less-than-satisfactory experience with LensDirect and hope you will accept our sincerest apologies. We're also very sorry to hear that you experienced a delay in receiving your order. We understand how frustrating this can be and we apologize for any inconvenience. Upon review, I noticed that your lens was damaged during installation and for this reason was reordered. This automatically caused a delay with your lens replacement order, and for the inconvenience there was an upgrade to your shipping and a 50% coupon was applied. It is the least that we can do for the delay. We will reach out soon and you should get a call and/or email to determine how we can provide a solution that makes you smile. If you prefer, you can also contact us directly at 1-800-536-7111. We value our customers' opinions and would like to thank you for bringing this to our attention. Yours sincerely, LensDirect Customer Happiness
LaPaige B.
Posted
I had a wonderful experience. After having issues with fedex shipping, I messaged customer service and they responded very fast and sending a replacement . Sharissa customer representative was amazing !
Response from LensDirect.com· Jul 7, 2023
Dear LaPaige, I’m happy to hear that our team provided you with excellent service. I’ll make sure that they receive your feedback. I’m sure it will make their day! Kind Regards, LensDirect Customer Happiness
Mbarr
Posted
excellent customer service
Response from LensDirect.com· Jul 7, 2023
Hello Mbarr, Thanks for your 5-star review! We sincerely appreciate your feedback. Regards, LensDirect Customer Happiness
Breanna G.
Posted
My issue was solved really quickly and Charlena was great
Response from LensDirect.com· Jul 7, 2023
Hello Breanna, We can’t wait to share your 5-star review with our team. They’ll be thrilled! Regards, LensDirect Customer Happiness
Katherine J.
Posted
She was very sweet and professional
Response from LensDirect.com· Jul 7, 2023
Dear Katherine, I’m happy to hear that our team provided you with excellent service. I’ll make sure that they receive your feedback. I’m sure it will make their day! Kind Regards, LensDirect Customer Happiness
