Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:05/12/2025

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I paid for a lens replacement of glasses on February 10, 2025 ($182). The glasses were sent to Lens Direct and received by Lens Direct on February 15. Lens Direct indicated my glasses were damaged during lens replacement. Lens Direct offered to replace glasses with frames I selected. Glasses were selected and indicated available. Lens Replacement has been delayed for more than 2 months. I have sent screen shot of messages with the company and continued delay on completing order. Website states orders are delivered within ***** business days of receipt of order. Now over 3 months.

  Business Response

  Date: 05/22/2025

   We are responding to the customer's complaint regarding their order with LensDirect. We have reviewed this matter and regret the delay and any frustration this situation may have caused.
  The key events are as follows:
  
  On March 25, 2025, after the customer's original frames were damaged, we offered a new replacement frame the same day.
  The customer selected a ******* Reverse Wayfarer and was informed of its two-week manufacturer backorder.
  Upon the frame's arrival, fitting their specialized multifocal lenses (high-index progressive transition) into the unique ************** proved technically complex.
  These non-stock specialty lenses were re-processed twice to ensure quality, which unfortunately extended production time.
  The completed order was shipped via ***** on May 21, 2025, and is scheduled for delivery on May 23, 2025. The tracking link is: ********************************************************************************************.
  The customer's original order total was $182.40 (invoice attached). Importantly, they were not charged for the replacement ******* frame, valued at $215.00, which was provided complimentary to address the initial issue.
  We believe our actions, including the provision of a complimentary, higher-value frame and our diligence in overcoming technical challenges with specialized lenses, demonstrate our commitment to resolving this for the customer. We sincerely hope they will be pleased with their new eyeglasses and remain available should they have further questions upon receipt.
  

  Sincerely,

   

  ***** ******

  Customer Answer

  Date: 05/22/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  ***** ******
  
  
  
   
  
  

• Initial Complaint

  Date:05/06/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Sent prescription sunglasses in to have new lens installed. I called customer service prior to doing so gave my frame and model and was assured they could replace the lens. Now A WEEK later I receive a email they cant do it. I want my $75.20 back and the $157 frame back I sent them. ASAP NOT WEEKS FORM NOW I CANT SEE!

  Business Response

  Date: 05/15/2025

  Dear *****, 
  
  Thank you for reaching out, and I sincerely apologize for the frustration and inconvenience this experience has caused. We completely understand how upsetting it is to be without your sunglassesespecially after being assured we could fulfill your request.
  
  After reviewing your order, I can confirm that your order was cancelled as soon as we identified that we were unable to process lenses for your specific frame. Your full refund of $75.20 has already been processed, and your frame was promptly shipped back to you. According to our tracking records, it was successfully delivered on May 9th.
  
  Were truly sorry for the delay in communication and for any stress this caused in the meantime. While we strive to provide accurate information upfront, sometimes certain frame-lens combinations present unforeseen challenges, and we regret that this affected your order.
  
  If there's anything further we can do to helpwhether it's recommending an alternative frame or assisting with another solutionwere here for you.
  
  Thank you again for your patience, and we hope to have the opportunity to better serve you in the future.
  
  Warm regards,
  
  LensDirect Customer Support

• Initial Complaint

  Date:05/06/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I paid $300 for a pair of progressive bifocal glasses. They were made incorrectly. The bottom magnification is way too high causing the glasses to not be usable. They dont correct far away vision. Ive contacted the company several times to find a solution and they wont help me. Ive tried returning the glasses. Ive offered to switch out the glasses frame for another frame that works better for bifocals. Theyve refused to do anything except remake them. But the shape of the frame and lens seems to be the real issue. Lens direct STILL has not sent me the instructions to return the glasses, so Im unable to even send them back. Its fraudulent to sell a pair of glasses that are unable to be made to the specifications needed. And its unethical to not address a problem that was caused by the companys mistake.

  Business Response

  Date: 05/15/2025

  Dear ******, 
  
  Thank you for reaching out and sharing your experience. We sincerely apologize for the frustration and inconvenience youve encountered. Your satisfaction is incredibly important to us, and we regret that the glasses you received did not meet your expectations.
  
  We completely understand how disappointing it must be to receive a pair of glasses that arent usable, especially after making a significant investment. Please rest assured that we are committed to making this right. We will gladly recut your lenses at no cost to you to ensure that your prescription is fulfilled accurately and comfortably.
  
  Regarding the frame, our team follows a return and remake process designed to ensure we meet your prescription needs as precisely as possible. In many cases, a lens recut resolves the issue, which is why that step is typically prioritized. That said, if the frame proves to be incompatible with your prescription even after the lenses are redone, well be happy to revisit alternative solutions.
  
  We're also truly sorry for any delay in providing return instructions. You should have received those promptly, and we take full responsibility for that oversight. A team member will be reaching out to you shortly with the return details so we can begin the remake process right away.
  
  Thank you again for your patience and for bringing this to our attention. We value your trust and are here to ensure you receive a pair of glasses that work perfectly for you.
  
  Respectfully, 
  
  LensDirect Customer Support

• Initial Complaint

  Date:04/29/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On April 16, 2025, I ordered a pair of replacement lenses through LensDirect which came to a total of $59.20 which was paid partially by me with the remaining three payments payable to Zip. Upon completion of my order I was sent confirmation emails and was assured that a mailing envelope would be on its way shortly for me to send my frames in to have the lenses installed.Since placing my order, I have received numerous marketing emails from LensDirect which confirms that there was in fact acknowledgement by them of interaction with me. The issue is that it has now been two weeks and I have not received anything at all from LensDirect and when I checked on my account my name and email are there but no orders and there was no shipping address which I know I provided and have now provided for a second time. I checked my account and order history again today, April 29th, and there is still no record of anything. On April 28th I sent an email to their customer service, email address and there has been no response from them confirming acknowledgement of my email which has become standard procedure with most companies and especially reputable companies. I instead received yet another marketing email stating that they noticed I was "checking them out" and subsequently offered a 30% on whatever.For remedy to this matter and to cease any further actions, I request a refund in the amount of $59.20. I would ask still for the return envelope, but I do not trust these people anymore and I can't risk losing not only the $59.20 but also losing a somewhat expensive pair of frames. Cordially,***** ******* ****

  Business Response

  Date: 05/02/2025

  Hi *****,
  
  Good afternoon *****,
  

  First, Im truly sorry for the confusion and stress youve experienced. Thats not the kind of experience we want for any of our customers, and I completely understand your frustration.
  Heres what happened: When you placed your lens replacement order on April 16th, our system sent two emails to ********************* with your order details and another with a prepaid shipping label to send us your frames. The shipping box we offer is optional, and it looks like that caused some confusion.
  

  To help, weve gone ahead and sent you a shipping box at no cost. It was mailed yesterday via **** and is expected to arrive Monday. Your tracking number is ***********************
  About your accountit is active and in "pending inventory" status, which means were just waiting to receive your frames. The reason it may have looked deactivated is that it was first set up as a guest account. We've now converted it to a full account and sent you a password reset link. If youre still having trouble logging in, try refreshing your browser. If it still doesnt work, let us know and well send a new link right away.
  

  I also want to assure you that LensDirect is a trusted company thats been around for many years. We started as a family business and are still guided by those values today. Im truly sorry if anything made you feel uneasyyour trust means everything to us.
  

  To make up for the confusion and show how much we appreciate your patience, weve upgraded your return shipping to FedEx at no extra cost.
  

  Please dont hesitate to reach out if you have any more questions or concerns. We're here for you and are committed to making sure your experience ends on a great note.
  
  
  Warm regards,
  
  ***** *******
  LensDirect Customer Happiness

  Customer Answer

  Date: 05/03/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  * ******* ****
  
  
  
   
  
  

• Initial Complaint

  Date:04/17/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered reading lenses for my ******* sunglasses and gave them all the information about them as well as pictures of them, under the impression that they would just send me the new lenses. Then I was told I had to ship my sunglasses to them and they would send them back with the new lenses. Only what they sent me back were not my sunglasses. They were counterfeit Ray-bans and all the factory markings were not on the glasses which were there when I sent them. The glasses they sent back are also smaller than what I sent them. There is a faded marking on the glasses they sent me showing the size which is *****. The glasses I sent in were size *****. I have reached out to them and they are saying they sent me back the same ones I sent. I have an email with pictures of my glasses that I sent to them before I sent them and pictures of what they sent me back and it is unmistakable. I am seeking compensation of $168 plus a refund of what I paid for the lenses they were supposed to provide $71.20. Total compensation $239.20

  Business Response

  Date: 04/22/2025

  Dear ******, 

  Thank you for reaching out and for bringing this matter to our attention. I want to start by sincerely apologizing for the distress and inconvenience this experience has caused you. We completely understand how upsetting it must be to receive an item that doesnt match what you originally sent in, especially something as personal and valuable as your ******* sunglasses.

  To make things right, we have already processed and shipped a replacement pair of lenses to you. You should receive them shortly, and tracking details have been sent to your email.
  
  Again, we are deeply sorry for the frustration this has caused, and we truly appreciate your patience and understanding while we work to make this right.
  
  Thank you, 

  LensDirect Customer Support

• Initial Complaint

  Date:04/10/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered lenses from lens Direct on March 2nd, 2025 and shipped them my frames to put the lenses in and they received the frames on March 6th. They encountered a problem with the lenses and needed to redo them. Then they broke my frames and needed to repair them. Then they offered other frames that I did not like. I asked for a refund. They offered to repair my frames and send me the glasses but then didn't respond to me for over a week when I asked for an update. I sent at least two emails and at least four phone calls requesting a refund of my money. Not even a return of my frames. Just a refund of my $414.20 so that I could buy my glasses elsewhere. When they finally responded they nicely told me in an email that they don't give refunds on lenses and that they would give me a free pair of glasses. I explained to them that I did not want to work with their company anymore that I did not trust them that I had lost faith in their ability to provide me a quality product and wanted a refund of my $414.20.

  Business Response

  Date: 04/22/2025

  Dear ******, 
  
  Thank you for reaching out, and I want to sincerely apologize for the frustration and inconvenience youve experienced throughout this process. We truly understand how disappointing this situation has been, especially after placing your trust in us to handle something as important as your eyewear.
  
  We acknowledge the series of issues that occurred from the lens remake to the unfortunate damage and repair of your frames and we deeply regret the delays and lack of timely communication that followed. This is not the level of service we strive to provide, and I can understand why youve lost confidence in us.
  
  I did want to let you know that your completed glasses were shipped out and delivered on April 18th. While we hope they meet your expectations, we understand that you had requested a refund due to the extended delays and your dissatisfaction with the experience.
  
  Again, we truly apologize for the distress this has caused, and I appreciate your patience and honesty throughout this process. If theres anything else we can do to support you, please dont hesitate to let us know.
  
  Thank you, 
  
  LensDirect Customer Support 

  Customer Answer

  Date: 04/22/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because I did not receive the glasses as of today (4/22) and informed Lens Direct on 4/9 in an email : "I will continue to seek my REFUND because that's the only remedy to end this toxic and traumatic relationship.  If you send me anything other than my money, it is with the understanding it is free and that it in NO way relieves any obligation to return my money.  I want nothing but to be done with Lens Direct." I'm not sure what they sent or to where, but it was not to me.  I want my refund.

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ****** *****
  
  
  
  
   
  

  Business Response

  Date: 04/25/2025

  Dear ******, 
  
  Thank you for your message. We're truly sorry to hear about your continued frustration, and we understand how upsetting this experience has been for you.
  
  After reviewing your order, wed like to confirm that it was shipped on April 17th and, according to our delivery records, it was successfully delivered on April 18th. We understand this may come as a surprise given your previous message, and we truly regret any confusion or distress this situation has caused.
  
  While we are unable to issue a refund for an order that has been delivered, we would still like to help however we can. If you believe there has been a delivery error or if the package is still missing, we encourage you to contact us directly so we can assist in resolving the matter with the carrier.
  
  Were here to support you and ensure this is addressed with care and respect.
  
  Thank you, 
  
  LensDirect Support 

  Customer Answer

  Date: 04/28/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  My glasses were due to be received by March 26, 2025. I requested my refund on March 26 when Lens Direct told me my frames had been damaged.  Lens Direct has ignored my requests for my refund even after they broke our contract by not providing the product according to their timeframe. 

  I requested my refund multiple times prior to Lens Direct shipping whatever they have shipped.  As they have ignored my requests for information and my refund.  I know they will continue to do so.  I refuse to accept the broken/repaired frames.  I sent brand new frames, they received them and broke them.  I was understanding, but nothing less than a Full REFUND is worth my time at this point.  

  If Lens Direct has mailed anything to me other than my refund, it is at their loss and is not my concern as stated in my April 8th email. There is no need for me to reach out to Lens Direct.  The remedy has been clearly stated. Refund my money.

  
  Sincerely,
  
  ****** *****
  
  
  
  
   
  

• Initial Complaint

  Date:04/04/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Direct lens sent me and expired prescription of contact lens.

  Business Response

  Date: 04/08/2025

  Hi ******, 
  
  We want to sincerely apologize for the inconvenience caused by the recent order you received.
  
  This order was generated as part of a subscription that, while now cancelled, had already processed before the cancellation took effect. We're truly sorry for any confusion or frustration this may have caused.
  
  Since the order has already been shipped and delivered, we are only able to issue a refund once the items are returned. To make this as easy as possible, weve included a return shipping label with your package. Simply use this label to send the items back to us, and well process your refund promptly once the return is received.
  
  We truly value your patience and understanding, and were here if you need any help along the way. If you have any questions or need further assistance, please dont hesitate to reach out.
  
  Thank you,
  
  LensDirect Customer Support

• Initial Complaint

  Date:04/03/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was told by this company that there were "weve noticed invisible stress lines around the bridge of the frame, invisible lines around the bridge of the frame"This was "non-sense" (how can stress lines be noticed if they are invisible?) and an attempt to upsell me into new frames. After asking for a refund. The company returned my glasses (Without the soft case I sent them in) and said they would refund in 7-10 days. 13 days later, I received communication about how my order was still being processed and taking longer than normal. Not attempted to be refunded at all.The customer service agent **** is clearly playing games with me and potentially the company. That is, unless this was under company directive.

  Customer Answer

  Date: 04/03/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********.

  PayPal facilitated the resolution prior to further actuon needed. 

  
  Sincerely,
  
  ***** *****
  
  
  
   
  

  
  

• Initial Complaint

  Date:04/02/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I sent my sunglasses in to get new lenses. I took pictures before sending them in, they were in good condition with the exception of the lenses, which were peeling. Lens direct promised to replace the lenses. I got an email stating my frames had damage. They were unable to tell me what kind of damage. I assumed it was minor, and internally where I couldnt see. My choices were to cancel the order, proceed anyways, or send new frames. I chose to proceed, and within 10 minutes of approving, my frames were in the carriers possession. It is not possible to make a new set of lenses that quickly, and they wouldnt have done so without my permission to proceed. I get the frames In the mail today, and they are unusable. They are bent at the bridge of the nose in a v, that is so deep that the bridge of the glasses does not touch my nose. I had to put the frames on and send pictures, as well as dot my pupils, so they obviously fit before. I contacted the company, and their only solution is to sent the frames back for inspection, they dont offer refunds. This company bent my frames beyond repair, pretended they were broken upon arrival, and assumed I would approve them continuing because I knew they weren't actually broken. I will not be sending my expensive glasses back to a sketchy and unethical company for them to further break. I want my money back.

  Customer Answer

  Date: 04/02/2025

  Better Business Bureau:
  
  

  after back and forth with the company, they offered for me to pick any frame off of their website and acknowledged their wrongdoing. I do not trust buying frames online, and my frames that were damaged were worth much more than the few I could select from. The final agreement we came too was that the company would order my frames new and replace all together. This is satisfactory to me. 
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  ******
  
  
  
   
  

  
  

• Initial Complaint

  Date:03/19/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  replacement lens for Oakley glasses, over 2 months refuse to cancel now and return frames want me to pay 25% and shipping

  Business Response

  Date: 03/21/2025

  Dear ****, 
  
  We sincerely apologize for the delay and any inconvenience this has caused. We understand your frustration and appreciate your patience.

  We wanted to inform you that your order has now been shipped. You should receive a tracking number shortly, and your package will be on its way to you.

  If you have any further concerns or need assistance, please don't hesitate to reach out. Again, we truly regret the delay and appreciate your understanding.
  
  Sincerely, 
  
  LensDirect Customer Support