LensDirect.comReviews of lensdirect.com

401 Franklin Ave, Garden City, New York

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The Fair Hearing score

4.7/ 5

Excellent

11,626 reviews

LensDirect.com4.7Excellent

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About LensDirect.com

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.

Website: lensdirect.com
Category: Vision & Hearing
Location: Garden City, New York
Listed on The Fair Hearing: 2026

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Mar 31, 2025

BROKEN FRAMES LENS REPLACEMENT

Lensdirect broke my frames during a lens replacement. It is their policy in the event they break your frames you can choose new frames from their website only (which my frames were not from lensdirect). I only found out about this information afterwards through customer service and could not find anything in their FAQs online. I had to google "what happens when lensdirect breaks your third party glasses" and thats when the information popped up so it is very apparent to me that they are hiding this information from their customers. Also, if they do think that your frames are fragile they are suppose to contact you and have you sign a waiver that it is okay to move forward and I was never contacted about a waiver before they were broken. I wrote customer service asking for a refund and they do not do refunds so my only option was to eat my money I paid for the lens replacement or choose frames their website which were less valuable than the frames they broke. I pleaded with customer service and said that I will send them a receipt for the new pair of glasses that I will buy (same ones as they broke) if they would reimburse me and had one customer service rep say send me the receipt. So I ordered and sent them a receipt only to be met with the next rep answering me back oh sorry not in the policy and they were back to their original options. So I just paid for new glasses that they said they would reimburse me and they didn't and I had said in the same email "if I have to choose frames from your website insert link" and after they said nope sorry back to the original options they immediately started emailing “your order is being made” “shipped” and after all of this they didn’t ship my frames that they broke back to me like they said they would. All in all, not a good experience, I will not be using their services again. You know that saying “You break, you buy”. Yeah lens direct doesn’t believe in that. No integrity or accountability.

By Olivia

Response from LensDirect.com· Apr 1, 2025

Hello Olivia! Thank you for taking the time to share your experience. We are truly sorry for the frustration and confusion you’ve faced, and we deeply apologize for the way your situation was handled. We completely understand how disappointing it must have been to go through this process and feel unsupported. It’s clear we didn’t communicate our policies properly, and we regret that you were unaware of them upfront. Additionally, we apologize for the miscommunication with our customer service team and the conflicting information you received about reimbursement and your broken frames. We understand that you should have been contacted about the potential risks to your frames before any work was done, and we sincerely apologize for missing that step. Your experience does not reflect the level of service we strive to provide, and we are reviewing our processes to ensure better clarity and consistency moving forward. If you’d be open to further discussion, we’d love the chance to resolve this matter more to your satisfaction. Please reach out to our customer support team directly, and we will do everything we can to make things right. Once again, we deeply apologize for your experience, and we appreciate your feedback as it helps us improve.