Monday, November 9, 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.
Showing 674 reviews with 1 star · Clear filters
The are LAX and unprofessional
By CATHERINE
Response from LensDirect.com· May 13, 2016
Catherine, We are so sorry to hear that! Can you email our CEO at [email protected]? We'd love to figure out what the problem was and if there is a way to make things right. All our best, The LensDirect Team
DELIVERY TIME OK. PRESCRIPTION IS NOT CORRECT. RETURN/REFUND REQUEST.FIRST TIME I HAVE TRIED THE BRAND .
By Sharon
Response from LensDirect.com· May 11, 2016
Sharon, Sorry you had a rough experience with us! I know we've gone ahead and sent you some replacement lenses, and we'll even throw a few bucks into your account to make sure that this problem never happens again. Happy you were cool with the delivery time. Hopefully you'll give us a chance again in the future! Please email our CEO at [email protected], and he'll take care of you! All our best, The LensDirect Team
I emailed lens direct my Drs info so they can send my contacts. The lady didn't even bother to email me back saying that they couldn't send my prescription because it was expired. I've been without contacts for weeks. I wouldn't appreciated if the lady could have emailed me back but I had to contact her to find out that she wouldn't send my contacts. Bad customer service! Won't be ordering through this site again.
By Jami
Response from LensDirect.com· May 11, 2016
Jami, I'm sorry the communication was flawed! That's never our intention, as you can see from the 5 star reviews all over our Trustpilot account. Would you be open to giving us another chance?Pretty pretty please.... If so, please email our CEO back at [email protected]. All our best, The LensDirect Team
I had sent my prescription several times, could not get a response. This was with 2 different times and almost a mo. of trying. I also had left several messages with the customer service rep that was supposed to be helping me. (2 different reps) I had to call and speak to someone else, and finally got action, this was after 6 days the last time... I will say I got them in 2 days after getting them finally ordered. There has got to be an easier company.
By Wendi
Response from LensDirect.com· May 11, 2016
Wendi, We feel awful that you had such a bad experience with us - that is not our intention, or how we operate. Would love to try and make you happy - if you can, please email our CEO, [email protected] and he'd love to help turn your frown upside down! All the best, The LensDirect Team
Size detailed on the item was way off. Noted as 51mm, but they're 46mm. With the very limited number of styles they offer, the size should've been correct.
By JP
Response from LensDirect.com· Apr 7, 2016
JP, Thank you for bringing this to our attention! We are correcting the size now - so sorry for the misunderstanding. All our best, The LensDirect Team
I paid for 2-3 day Shipping and still have not received my contacts. It's unbelievable it's been almost two weeks and for someone like me who is really depending on then because I can not see right without them and decided to order them offline because I thought I would go t them faster then getting and appointment and then waiting for them to come in the mail that way this has been way longer then just doing so I will never order from this site again. I'll be happy when I get them and can see again but I deserve reimbursement for the money I paid to get then sooner and they didn't come any sooner then to not have paid it at all l. Very disappointing.
By Marissa
Response from LensDirect.com· Apr 6, 2016
Marissa, Sorry to hear you feel though we have disappointed you. I have checked on your order number and see that the order was cancelled. Can you confirm if this is correct? We were unable to contact you regarding your prescription information. We would love to get this sorted out! Please reach out to us so we can fix your grievances. Best, The LensDirect Team
Basically the contacts were the same price everywhere. I bought from LensDirect because they had a $10 off for new purchases. I was not given the $10 off, when i asked why i was told the offer did not apply to the contacts i bought?? They are giving me $10 off my next purchase. i will not be buying again. I like companies that are honest. I guess you really do get what you pay for.
By Kelley
Response from LensDirect.com· Feb 18, 2016
Kelley, We are so sorry you felt you had a bad experience with us. Can I ask which product you tried to order and whom you spoke with over here at LensDirect? I would love to give you a $10 credit into your account for the inconvenience, and would also like to get to the root of your problem! All our best, The LensDirect Team
Took 2 weeks for the company to process the order correctly. I had an issue with the credit card used. I had to call 4 times to get it resolved correctly. Also, I tried to reach customer service, via chat on the website, with no response. I was highly disappointed and will never use this company again.
By Erin
Response from LensDirect.com· Jan 14, 2016
Erin, We are so sorry to hear you had a bad experience with us, and that we weren't able to get you your order much much faster. This truly isn't like us, we strive for quality customer service and fast shipping. If you are willing to give us another chance, we would love to take $10 off your next order and offer you free priority shipping. Contact customer service and mention this reply. We hope to turn your negative experience with us into a positive one. All our best, and sincerest apologies, The LensDirect Team
