Lens Direct
Reviews and Complaints

Similar story, Eta for a pair of lease replacements was 7-10 business days. It has been over 2 months and I have not received any updates/CS is no help. Do not purchase from this business. Terrible!

Wish I would have read all these complaints before I ordered from this company. My experience has been the same as everyone else. I don't know how they stay in business. I guess I'll just chalk it up to being a very bad experience.

Lily D and Eva L have been promising me my contacts in emails since July 10th, and no one seems to know anything. I have piles of emails asking for my contacts that were never delivered and neither girl can provide a tracking number or any kind of proof to where my $120 order went, and no one will refund me. complete scam. No apologies or anything

Had my frames for over 2 months. I contacted them about 10 times with no response or any additional information. Their service is not speedy and its overpriced. Totally disorganized. Its been 2 months, still dont have my frames back with the new lenses and starting to doubt I will ever get them back. DO NOT USE this service! Support your local frame shop and bring them in person.

Same story as most of these folks, I ordered lenses and even got an email confirmation with an order number, but never got any sort of shipping number or shipping confirmation from them. Emailed their customer service 3 times with my info and got nothing back dont understand how they have a high score on their supposed "customer service". Its been 3 weeks since my initial order which cost 75 dollars and still nothing.

My husband ordered sunglass lenses for me on July 16. He had to place many calls and emails to this business in order to get a status update on the completion date of the glasses. On one of the many calls, the customer service (CS) person stated that the initial lenses made were not correct and had to be scrapped, so new lenses had to be made. At one point, the CS person left my husband a voice mail apologizing for the delay and stated that Lens Direct will provide him a 50% discount on the original price paid for the lenses; this discount did not happen! The sunglasses were finally received on September 5, 48 days after the order was placed. How does this company stay in business?!

1 star was too much to even give them. I placed an order on 8/27, sent my frames off and waited. I received an email stating they received my frames and it would be 5-7 days before I received them. Well, I waiting 2 weeks and nothing. I emailed my representative that I was told would answer all my questions through out this process, well my representative never responded to a single message I sent her. I , then decided to chat with a customer service representative who could never get in touch with the lens department to tell me the status of my glasses. I have it another week, the tried contacting my representative again, no reply, so I chatted with customer service. I finally got someone to tell me that my lens had to be reordered and it would be 10 days until I received my glasses. My representative not once notified me about this delay or responded to any emails I was sending her. On 10/1, a representative told me it would be 10 days when my glasses would arrive. I spoke with someone on 10/9 and they were having trouble getting in touch with the lens department and they had no idea when my glasses would go out. I am currently on a live chat that I have been on hold with for an hour, waiting to see if they can tell me when my glasses are going to be shipped. This is the worse service I have EVER experienced in my entire life. I will never use this website again.

I had a total dissatisfaction with this company as a first time customer. I sent my frames in Feb 2021 for lens replacement and have been following up with their team since last couple weeks for a status update. Every time I called I heard cookie-cutter response - my order will be shipped today or tomorrow. But, guess what!? My order was already shipped and delivered to a WRONG ADDRESS that the team was not aware of. The person who received my order called LensDirect and told she has received a wrong order. The team has done an awful job by not collecting tracking details about the reverse shipping from that person. God knows where my order is and when I will be receiving it. People in this company are not meticulous and passionate about their jobs. There is no proper validation of orders, if they're fulfilled appropriately, and shipped to the correct address. Quality check *** with this company. The managers and supervisors are as slacky and sloppy as their customer service team. I am totally discombobulated by the horrendous experience with this mediocre company and I am shutting the doors for any possible business opportunity with this company in the future. I can't recommend this company to any of my friends or family. I am reading on this forum that most customers have serious complaints and issues with this company. I read some reviews here now that their quality of work is abysmal. It is beyond doubt that LensDirect is a hoax to rip people off their hard earned money. Please save your time and money by taking your business to other lens makers out there that do a quality job.

LensDirect first cut lenses with incorrect prescription (ordered 31 May, I received 14 June), then cracked my frames while cutting replacement lenses. There's no excuse for apparently reversing polarity on lenses since a scan of doctor's prescription was uploaded to their site. They didn't inform me that frames were cracked, only continued to delay production of new lenses (which they received on 23 June) until I sent an email on 6 July. Responding on 8 July, they offered to provide frames from their limited, cheap frames collection, none of which have same features and cannot replace my original frames which they cracked. Their service allows us to keep our frames, so this is unacceptable. On 8 July, I requested a full refund plus reimbursement for my original cracked frames. Hearing no response by the end of the day on 9 July, I sent an email requesting a response by noon, 12 July, otherwise I would file a Complaintsboard.com complaint. Original order #*** Replacement Order #

Lens Direct provides lens pairs to existing frames. In late December (2021) I paid by Master card for a pair of sunglass lenses. Before I sent my frames to Lens Direct to have them fitted with the lenses I took a picture of the frames to show they were in pristine condition prior to shipment. These Polo frames, while used, were quite expensive ($225.00 range). Lens Direct mailed me the sunglasses on 01/03/2022, and they arrived a few days later. Upon opening I realized that the Tortoise shell finish had been damaged, exposing bare metal on the left eye frame. This can't be repaired. Lens Direct has since refunded the price of the lenses, but refuses to pay for the damaged frames. (I have offered a price of $175.00). Judging from other complaints and comments at Complaintsboard.com, this appears to be a reoccurring problem with Lens Direct. Because I have photos of the frames before I sent them, and after they were returned, there can be no doubt that Lens Direct was responsible for the damage.

I mailed my sun glasses to them on the 3-18 -21 they received them 3/22. In there order form it says you should have them back in no later than 22 days i got them back 5-13 -21. I made several calls requesting were my glasses were and all I heard was were sorry they are in gring should be done in 7 to 10 days. So i wait for 8 days call them again and get the same 7 to 10 days. well call you when they are on the way. only when they went to bill me they had a card that i got rid of due to a computer hack. They then tell me i'll have them 5/9 well 4 days later than the date they assured me i would receive them. so i put them on its the wrong script on the lenses. Icall them they say they will email me a return address label its 9:30 and have not yet received the email. so I go to clean the new lenses and the lens pops out of the frame with a filler of some sorts falls out with it. They send your old lenses back to you i sent them sun glass lens i got back clear plastic that does n

I sent some glasses frames to the company on July 8th to have new lenses put into them. The website states all over it that you will have them mailed back usually within 7 to 10 business days. One of the pairs of frames was sent back because they couldn't make the lenses for them which was fine they were some sunglasses I was trying to get prescription lenses for, I got them back quickly enough. The other frames are a whole different story. They sent an email stating they recieved the frames on July 12th, a day or two later I got another email wanting the prescription for the lenses because they numbers seemed odd to them and they wanted to verify it. I sent that to them right away. I messaged them on July 28th to get an update, I was told it would be another 7 to 10 days I asked why but never got a straight answer. Now on Aug, 11 2021 I message again and after being put on hold for over an hour was told they would email me with an answer and so far I've heard nothing after 2 days

I had lenses put into my frame back in January, and they sent me thick coke bottle type of lenses and the wrong prescription, I couldn't see, I returned them on Feb. *** and the post office in Garden City NY said they scanned them in on Feb. *** and they should of arrived on that day, I called them on Feb. *** and they said they couldn't find them. They called me back later that day and said they found them and started to process the new thinner lenses . I called them last week to check the status and they said they were just about finished and would probably be sending them out that day.. I never received them so I called again today, March 1 and they said they didn't receive the frame again ! I'm beyond upset, the frame is no longer available and now I'm out of the cost of the frame as well as the $242. that I paid for the lenses... my original glasses with that frame were chewed up by my dog and had to replace them and I'm still making payments for the original pair.. my husband was able to fix the frame and now I'm out of money for the replacement ones.

In late 2021 I ordered two boxes of contacts. One was correct, the other was a ***. Should have been a + ***. It was not easy, but eventually it was resolved. I was told that the system had been fixed and it would not happen again. The order window always shows *** and *** (my powers) with no + or -, and my first few orders I just checked the box and received the correct lenses. Ordering this time, (March 4, 2022) I assumed that the prescription was mine (since the company said they had fixed it) and checked the boxes to order one box of left and one of right. I opened the boxes 2 weeks ago. One was a MINUS *** and the other was a MINUS ***! I called the rep and was told that it was MY FAULT because I ordered the wrong prescription! The rep did absolutely nothing to resolve the issue. Since I opened the boxes two weeks ago believing that they were indeed the correct prescription, (because I believed the problem was fixed) I was told I cannot return them. Now I have paid for two boxes of contacts I cannot wear, and I am out $114.11. I would tell anyone and everyone to STAY AWAY from this business.

I ordered contacts and received them around July ,. I received a bad batch as each contact was blurry. My prescription never changed, as shortly after, I had an eye doctor appointment. They were to send my replacements, which took months to receive. When received, I had 6 individual lenses for my right eye and only 1 lense for my left eye. I reached out several times and they refused to respond to emails or voice-mails. A few weeks ago they finally expedited shipping. I have yet to receive my replacements. They say they have no way of telling me when it will be. I called today and they refuse to issue me a refund because I wish to cancel and take my business elsewhere. They said that if I hadn't received my lenses yet then that probably means the manufacturer never received my order so they can place the order again but cannot tell me when it will be when I get them. Why do I keep trusting a company that tells me they'll fix a mistake but don't. They say the only way I will receive a refund is if I return the product. I am using the left lense and a right lense so they said I won't get the full refund. What customer service is that. They make three mistakes and I'm penalized for that. Disappointing.

I placed an order for contact lenses with Lens Direct in October , but the order number was not provided. I received confirmation of the order on the same day. Subsequently, I got a shipping confirmation in October. The package was reported as delivered within the same month, but it went to the wrong address. After contacting Lens Direct, I learned that they had made an error with the address and zipcode on the package, leading to the misdelivery. Eva L, the representative, promised to send replacement lenses in October, and I was assured via email that they were ordered. When I followed up in November, I discovered the replacements had not arrived. Further inquiries revealed that the order for replacements had not been placed, but they assured me it would be done immediately. Lens Direct refused a refund, suggesting I should file a claim with the delivery service. Despite requesting email confirmation for the reordered lenses, I received none. My debit card was charged $128.55 in October, yet I still have not received my contact lenses. Other customer reviews indicate similar issues with Lens Direct, often receiving evasive and misleading responses.

I placed an online order for new lenses and paid $311.50 on 10//2020 on the LensDirect website. Sent in my empty frames a few days later. RX information was entered in the online order form, where it states they will contact me for my specific PD numbers before making the lenses. I received an email on 11//2020 that my frames with new lenses were on the way even though I had not yet provided my specific PD information. Upon receipt, the lenses were not made correctly, as per the "designated representative" on 11//2020 said they just used an average PD number instead of waiting for me to provide it. I told her the correct PD numbers and asked for a return mailing label to send back the glasses for them to remake the lenses. And sent a follow-up email on 11//2020. After not receiving a return label, I emailed again on 11//2020 including a copy of the prescription with the correct PD numbers. And received an email that same day that my request had been given a number and was forwarded to the support team. Still no return label, so I called again on 11//2020 and the "designated representative" said a label would be generated immediately. Still no label, so I called on 12/*/2020 and stated I just wanted a refund. I was told someone would call me today, 12/*/2020. No call and I do not expect one. Please help me get a refund of $311.50 so I can have another provider make my new lenses. I do not trust LensDirect to remake my lenses. Thank you

I placed an order for a lens replacement for my personal RayBan 3447V glasses. I shipped my glasses to them where they confirmed that it was safely received on their end. My glasses were processed and shipped back to me. On February 26, 2022, it was marked delivered. Unfortunately, I never received it. I called their customer service hotline regarding this issue. I was instructed to call the shipping company to locate my missing package. I then filed a service request with the shipping company. The shipping company conducted an investigation and recommended that I file a claim of non-receipt with the sender, LensDirect. I followed up with LensDirect, and the resolution they offered was a 50% discount to any of their glasses. The original price of my RayBan is $179.00 not including tax, shipping, and the prescription lenses. What kind of resolution is this? They failed to safely handle and deliver my personal glasses that I entrusted with them, and they offer a subpar resolution. They lost my personal Rayban frames and offer to replace it with their non-Rayban frames and still make me pay for half of it. They have caused inconvenience and frustration and offer resolution that further inconveniences their customer. I don't even want my glasses to be replaced by them. I don't trust this business and would like to do business elsewhere. At this point, I just want to be reimbursed for the $96.75 inconvenience I paid for. Despite reaching out both to their customer service hotline and email and was promised to receive a call back for a final resolution, they never called back.

I placed an order (order # ***) with lensdirect.com on DEC2020 and shipped my frames to the company via the shipping label provided that day. On DEC2020 I received an email from lensdirect.com customer service stating that I had to provide a copy of my prescription, however when placing my order I selected to have the prescription pulled from the lenses that were provided in the frames that were sent. I provided this information to customer service via email on DEC020 with no response. I sent a copy of prescription in on DEC2020 to avoid any further delays. On DEC I received an email stating that my lenses were in production and that I would receive order updates via email. I had not received any updates as of today, DEC2020 so I called customer service and was they were waiting on my prescrikption to fill the order...despite the fact that I forwarded my prescription 2 weeks prior and received an email update stating that the "lenses were in production." I was then told that they would give me an additional 10% discount and expedite my delivery once the lenses were cut, but they could not provide me with any form of timeline, stating that it was "the holidays,". What good is a small discount and expedited delivery if the company can not produce the order merchandise in a timely manner? It seems that this company is sending erroneous auto updates. It has been 3 weeks since my frames were sent in and nothing has happened. Even worse, the company cannot provide me with a timeline for when my glasses will arrive which is unacceptable.

I ordered two pair of replacement lenses from Lens Direct on July ***. My credit card was charged for ~$450 on July ***. Lens Direct received my frames on July ***. Accounting for their normal lead team for processing and cutting lenses (4-7 days according to the Lens Direct website) I expected the lenses and frames to be returned to me on July *** (one day premium shipping that I was charged for). It is now July *** and I have not received my frames and lenses. That means that Lens Direct took my money 18 business days ago and received my frames 17 business days ago and, on a purported 7 business day lead time are now 10 business days late. During this time I sent several email to my "dedicated" account rep at Lens Direct, April Cornibert, with very little to no response. I made several phone calls to this same individual but repeatedly encountered system issues with the phone number i was given. I finally resorted to contacting Lens Direct general customer service phone center and proceeded to speak to no less than four different customer service representatives asking for help resolving my account. The lack of communication is representative of at best a very poorly run customer service organization and at worse a company that is not committed to meeting its obligations. The fact that the product and service they are purportedly in the business of providing is not an elective "want" but a required "need" is even more significant. Lens Direct has failed to meet its commitment and as of this date I have no assurance of a satisfactory outcome. The situation is not acceptable.

I placed an order for a lens replacement on 6//2020. I printed the shipping label that LensDirect sent me, placed my frames to have a lens replacement in a box and affixed the label to the box and dropped off at a *** office the next morning 01//2020. The status of my order at LensDirect on my account at this point was in 'Pending Shipping' on 7/*/2020 I contacted via the LensDirect Chat/Leave message because the *** tracking number I had showed the package was delivered on 6//2020 at 12:48 pm, but my LensDirect order status was still in 'Pending Shipping' Here is what I sent: I'm concerned that my order has been in the same 'Pending Shipping' status since the order placed on 6//20. According to *** the frames I shipped (Tracking #***) was delivered July *, at 12:48 pm This is the response I received to the above question on 7//2020: April C (***) Jul , 2020, 11:12 AM EDT *** On 7//2020 I contacted April C via phone and stated I have not received an email or package. I was placed on a lengthy hold, and when April returned she told me they did not received the frames, but did admit she sees the *** tracking number stated it had been definitely been delivered. I asked her why she said my order was going to be shipped the previous week and she just replied that she was sorry. She stated that they were going to look for it and that this could possibly be due to the CIVID 19 pandemic and that she would email me by EOD with an update. I have never received any response, and have had to contact her 2 times since. The last time yesterday 7//2020 and al she can say is "Sorry we have not received the frames" and that there was nothing she could do right now and that they will be in contact via email when my frames arrive.

I shipped two pairs of glasses to Lensdirect just before the end of the year for lens replacement. Lensdirect supplied me with the shipping boxes and envelopes. I packaged the glasses inside each box in a ziplock bag surrounded by foam packaging peanuts. I then sealed the envelopes and stapled them as well as putting packing tape on them. On January *, I received an email from lensdirect.com confirming receipt of both pairs of glasses. There was no indication that there was anything wrong. On January , I called lensdirect to check on my order. At this time, they told me that ONLY one pair of glasses arrived. I said that could not be true because I have confirmation they received both and I have the tracking that confirms both were delivered to them. They then went on to tell me that when they opened one of the envelopes and the box, there were no glasses in there. I told them this was absurd. I asked if the package was open or damaged when received, they said it arrived sealed. I was furious. (1) why was I not informed of this on January 4? Why did I receive confirmation that they received both glasses safely? (3) How the hell can a pair of glasses leave a sealed envelop and box in transit without it being opened? (4) How come there are other customers on Complaintsboard.com who were told the SAME STORY by LensDirect after shipping their frames to the Long Island facility? This company either has a security issue - employees stealing and reselling frames, or they misfiled my glasses, or broke them, or shipped them to someone else. I just know that they LIED TO ME. I do not trust them and I want to be reimbursed for my MISSING GLASSES. I don't want their frames. I want the frame of my choice. I want the original frame back. I do not trust them to do the work or to get them back intact and I want my money back. This company is fraudulent and deceptive. They are taking advantage of customers during COVID. It is unacceptable to have them lie to me. I do not want my glasses to be replaced by any of the frames they offer. I want them to reimburse me for my lost frames as they should. They have a pattern of carelessness with customer property

In March , I ordered a pair of glasses using my frames, with the order number redacted, for $64.90. After the frames arrived, I tried wearing them for a few weeks to adjust, but encountered several issues: 1. Blurriness when looking to the sides or at side mirrors, as if the prescription is centered only. 2. Slight head movements up or down cause blurriness. 3. Clarity improves when tilting my head back or lifting the glasses. 4. Flat surfaces appear tilted, resembling an uphill walk. 5. A large blue rectangular distortion is visible in the upper left lens. 6. The lenses I received differ in shape from my old pair, being shorter and more square. Despite sending the trial lenses with the frames, the new lenses were shaped differently. I reported these issues in March and requested a return, but the company was unresponsive. In May, they claimed to have sent a return box and label, which I never received. They did send a PDF of the return label, which I used to mail the glasses back. Two months have passed without receiving my frames or a refund. In July, I received an email from Maya O'B (contact information redacted) acknowledging my situation.