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
Steve S.
Posted
Sharrisa was awesome! She took care of my issue very quick! And she was extremely friendly!
Response from LensDirect.com· Jul 4, 2023
Hello Steve, Our team enjoys doing what they do because of customers like you. Your review just made our day. Thank you so much! Regards, LensDirect Customer Happiness
Patti
Posted
Excellent customer service fixing my order. Kissel, knew what she was doing and took her time to make sure everything was right.
Response from LensDirect.com· Jul 4, 2023
Dear Patti, We’re so happy to hear you had a great experience at LensDirect. Your review made our day! Our whole team works very hard to keep our customers happy, but we can only do it thanks to amazing customers like you. Thanks again, and we hope to serve you again soon. Sincerely, LensDirect Customer Happiness
Kevin M.
Posted
I contacted customer service ( Selwyn) as I forgot to add the promotional discount, totally on me. She refunded the difference, no question. Now that's customer service! Thank you Selwyn!
Response from LensDirect.com· Jul 3, 2023
Hi Kevin, We sincerely appreciate you taking the time to share with us your experience at LensDirect. On behalf of our entire team, thank you for allowing us to serve you. All the best, LensDirect Customer Happiness
Frodo
Posted
The contact help was responsive and quick - a complimentary experience!
Response from LensDirect.com· Jul 3, 2023
Hello Frodo, We really appreciate you taking the time to leave us a 5-star review. It means a lot to us. Sincerely, LensDirect Customer Happiness
Lauren T.
Posted
I had a great experience recently with Sharissa in Customer Service. I had a few questions regarding my order and she was friendly, quick, and helpful with her responses. I've been ordering from LensDirect for a few years now and their Customer Service department has always been so helpful in answering questions or resolving issues throughout the years.
Response from LensDirect.com· Jul 3, 2023
Hello Lauren, It’s always amazing to hear that we’ve been successful in our goal of providing our customers with the best possible experience. Thank you for giving us the chance to serve you. Regards, LensDirect Customer Happiness
Donald
Posted
Alex graciously took care of a mistake in ordering that I made! No trouble at all. Convinced me to always order from LensDirect. I appreciate the high standard of help Alex provided.
Response from LensDirect.com· Jul 3, 2023
Dear Donald, It’s always amazing to hear that we’ve been successful in our goal of providing our customers with the best possible experience. Thank you for giving us the chance to serve you. Regards, LensDirect Customer Happiness
Patty
Posted
The original order was submitted almost 2 months ago - done wrong the first time - sent the glasses back to them and after 2 weeks they redid them only to be wrong. Worst Customer Service - 5X told me a supervisor would call me back. Never did and when I called them they told me that the supervisors were in a meeting, then in a training etc etc.
Response from LensDirect.com· Jul 3, 2023
Dear Patty, We're sorry to hear that you didn't receive the level of customer service that you deserve. We take pride in providing excellent service to our customers and apologize for falling short in this area. Would also like to apologize for the delay with your Lens Replacement order. If you give us a chance, we intend to make this right and hope you will allow us to speak with you to discuss the situation. We will reach out soon to determine how we can resolve this situation. We value our customers' opinions and would like to thank you for bringing this to our attention. Regards, LensDirect Customer Happiness
Chuck M.
Posted
I originally ordered new lenses for my favorite frames on 4/27/23. I shipped the frames and it took over four weeks to receive my order. I ordered all of the premium options but the progressive lenses were impossible to comfortably see out of. There was a blank spot between distance and reading. It hurt my neck to read due to the required angle. The transition option did not work. When I complained they sent me a return shipping label on 6/2/23 so they could recut my lenses. I was told they would do this once. As for the transition lenses, they said I should have ordered XTRActive lenses. I was told on the original order that I was getting gray transition lenses. This was not the case. They received my return on 6/12/23. I have called no less that 20 times, countless hours on the phone, and no one will give me an honest answer. As of this morning, 6/30/23, they still have no idea what the status of my order is. TERRIBLE customer service. Nothing but lies!!!! Every time I request a manager/supervisor, I’m told they are in meetings and never return my calls. The call center people simply read scripted responses. They must have just one person in the LAB. Order #914044163.
Response from LensDirect.com· Jul 3, 2023
Hello Charles, We would like to apologize for your recent experience. We're sorry to hear you were less than satisfied with your Lens Replacement order. It’s important to us that our customers are more than satisfied and we would like the opportunity to resolve this issue immediately. You can expect a call/email soon to discuss what occurred and how we might make it up to you. Yours sincerely, LensDirect Customer Happiness
