LensDirect.comReviews of lensdirect.com

I called the company since my credit card did not go through and spoke to Lenora, who was very professional, calm and helpful. She was able to take care of the problem and also offered me a 30% coupon, that I had tried to use online, but couldn't. Thank you, Lenora.

Lens replacement took a little longer than the advertised 7-10 days. I decided to check status -- and that's when I started to get nervous. 1. Checked the website -- tracking page didn't even show that Lensdirect received my frames. "Hmm..that's strange. No big deal, but let me make sure they received my frames." 2. Communicated with a customer agent via chat. She confirmed that my glasses were received, but said she needed to look into my order further. She committed to getting back to me. "Okay, not a great start, but let me reserve judgment." 3. Days later, still no response. I tried to contact Lensdirect via chat again. After 25 minutes, no response. "This is now starting to get frustrating." 4. I called Lensdirect. Customer agent needs to look into my order. But I get hung-up on. 5. I call again. This time the customer agent confirms that my lenses are being manufactured, but that they screwed up the first set of lenses, so will need to manufacture another set, which will take another 7-10 days. It shouldn't be this hard. So I request a refund and a return of my frames. Still waiting on my frames. In short, customer service made me question whether I can trust this company. Perhaps the lenses would've been great (definitely a great price point), but wasn't worth proceeding. 05-09-2023 Update: Well, I got my frames back. They came with new lenses even though I cancelled my order. I don't know if these lenses are the first set that LensDirect screwed up on, or a new set. If the latter, I appreciate LensDirect sending them. And I'll be happy to not get a refund. But I don't know if they're the screwed up set or a whole new set?!?! Ahhhhh... 06-09-2023: Lensdirect, thank you so much for your response. I appreciate the confirmation that my glasses were returned with the correct new lenses. As a result, I have updated my rating of Lensdirect to three stars. I also called customer service to see if the company can recharge my card (I don't want Lensdirect to not get paid for services it performed). The customer service rep. has escalated the issue to his supervisor. Fingers crossed that Lensdirect gets the money owed to it.

Kayla was very helpful. Ya'll still need to do a better job with letting customer know a product is on back order. I'm in the cabinet business and I deal with this all the time. This is unprofessional. Not only that but they charged the wrong card and did not notify me to let me know this had happened. Kayla was great and she should get a raise.

Selwyn went out of his way to locate and get back to me! Great customer service. Thank you so much!

Kayla was very kind and helpful! I appreciated her tone and demeanor over the phone.

Bibi was great

Kayla was fantastic to work with! I had a bad experience with a different customer service representative and was going to cancel my order. She apologized and immediately sent me the requested shipping label with expedited shipping. Because of her, I am willing to give your company another shot!

Lenora was absolutely wonderful to work with. She is knowledgeable and extremely personable. She made the lens replacement process very easy. Thanks Lenora!!