Sunday, November 8, 2026 · Customer reviews of US businesses
The Fair Hearing score
Excellent
11,626 reviews
LensDirect.comSelect a line to read only those reviews.
Honesty, 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 The Fair Hearing, with an average rating of 4.7 out of 5.
11,626 approved reviews, newest moderated first
I used the text messaging for the first time on a saturday and it was quick and easy. NAYA was super helpful and answered my questions without any hesitation. Lens Direct has great modern customer service options!
By Heather
I was very impressed with the customer service of LensDirect. My customer representative, Starr, returned my message promptly and answered my questions clearly. It’s a pleasure to have someone to reach out to in this changing world where things have become so automated and difficult.
By james C.
My experience with Lens Direct, specifically with customer service agent Dion has been great. I needed to sign an additional waiver and Dion helped me get that done on the same day.
By Nessa W.
Kissel was able to modify my order in a very timely manner. Very pleased.
By David L.
Quick and knowledgeable He solve my issue.
By Tom D.
Kissel assisted me and answered my questions with expertise. I appreciated her excellent customer service.
By Linda P.
Great CSR Aleta . Very patient and helpful
By Mary R.
Been a customer since 2024 ordering contacts and eyeglass lens replacements, so really disappointed in my recent experience. Ordered replacement contacts on 2/10 (had my annual eye exam on 2/9 with no changes). LensDirect didn't even acknowledge order until 2/12 (oh I see now that it can take 1-2 days to acknowlege order!). So that means that the standard delivery time of 5-7 business days is misleading--really 8-10 days. Called on 2/13 because LensDirect had just acknowledged my order and I didn't want to run out of contacts. Waited on the telephone for 15 minutes (after 10 minutes the recording shuts down so I didn't even know if I was still connected). Finally got a rep and couldn't understand her name. Explained my concern, and she was extremely dismissive. So I asked to be upgraded to overnight delivery at a cost of $19.95. Also asked to be connected to a Supervisor and related all again. Starr (not sure she was even a supervisor as I requested) was also dismissive with a "oh, sorry" and argued about when I placed the order. She was apparently not aware of the provision that says it MAY take 1-2 days to get the order into the system. It appears that the increasing volume has necessitated that they outsource the reps who answer the phone. In the past, I've never had a problem even when I called. Everyone showed genuine concern for resolving my problem--NOT NOW. I am now looking for another vendor who will provide the same excellent service that I USED TO get from LensDirect. Buyer beware.
By KL in D.
Response from LensDirect.com· Feb 17, 2026
Hello KL! We’re truly sorry to hear how disappointing this recent experience has been especially as a customer who has trusted us since 2024. We understand how stressful it is to worry about running out of contacts, and the delay in acknowledgment, long hold time, and tone you experienced on the phone clearly added to that frustration. It’s especially upsetting to hear that you felt dismissed when you were simply trying to ensure you’d receive your order in time. That’s not the level of care or attentiveness you previously received, and we sincerely apologize for the change in experience. We genuinely value your loyalty and are very sorry that we did not provide the service you’ve come to expect and deserve.
