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:02/25/2025

  Type:Order 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.

  On 1/19/2025, I ordered to have lenses replace in a set of glasses with **************************. I paid $129.00 for this service. Frames/lenses arrived and made no difference to my vision, so I reached out to LensDirect customer service on 2/20/25 to learn what options I had related to resolution or refund. I was informed (as shown in the included email thread) that I had inputted the wrong prescription, and was told I had not attached the prescription to the original order. When I asked why they would have taken my payment and made the lenses without a completed order, I got no answer, but was told the only resolution was to send the frames back, and provide another 50% of the cost for them to remake the glasses. They took no accountability for their mistake of acting on an incomplete order and only offered to take more of my money if I were to send the frames back for remake. There was no option for even a partial refund. This situation has similar qualities to online scams. In an ideal world, I would like a refund or at least one attempt to remedy the initial mistake without having to pay more. If neither of those are options, then I just need BBB to be aware of their scam-like practices. I learned of LensDirect through a friend and searched online.

  Business Response

  Date: 02/26/2025

  The customer has been offered a free redo- awaiting response 

  Hello *******:

  Re: Order #*********

  Subject: Complimentary Lens Recut Dear *******, We would like to offer you a one-time courtesy recut at no cost. Here are the details of the prescription we will use, please confirm:Right: PWR: +0.50, CYL: *****, Axis: 050, ADD: +0.00, PD: 62 Left: PWR: +0.50, CYL: *****, Axis: 020, ADD: +0.00, PD: 62 We will proceed with redoing the lenses based on this prescription. Thank you for your understanding, and have a wonderful day! Best regards, **** **** LensDirect Customer Happiness

• Initial Complaint

  Date:02/06/2025

  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 placed an order for replacement lenses with LensDirect on January 12, 2025. The company confirmed receipt of my frames on January 14, 2025. However, I did not receive any further updates until January 21, 2025, when I was once again told that my frames had been received but had not yet been scanned into the ********* January 27, 2025, after 10 business days with no progress, I contacted customer support for an update. My case was escalated, and my glasses were finally sent out the next day. Unfortunately, upon receiving them, I discovered that the left lens was cut incorrectly, protruding from the bottom and side of the frame.I immediately reached out to customer support via email on February 1, 2025, but received no response. I then called support on February 4, 2025, to request assistance in correcting their error. I was told my case would be escalated again, and I would receive an update the following morning. No one ever contacted me on February 5, 2025, so I called once ******* that point, I was informed that the incorrect lens would need to be recut. I requested a return label and shipping box, only to be told that I would have to pay for the return shipping, despite the mistake being entirely LensDirects fault. When I asked to speak with a supervisor, I was conveniently told that none were ************ this point, given the multiple delays, lack of communication, and poor handling of my case, I requested a full refund rather than risk further mistakes or damage to my frames. The representative informed me that they could neither issue a refund nor provide a return label and box.This experience has been incredibly frustrating and by far the worst customer service I have encountered. I have ordered from LensDirect multiple times without issue, but this situation has been a complete nightmare. I am seeking a full refund and a resolution to this matter as soon as possible.

  Business Response

  Date: 02/06/2025

  Hi ******,
  
  We sincerely apologize for the delays, miscommunication, and frustration you have experienced throughout this process. We understand how important your glasses are, and we regret the inconvenience caused by the handling of your order.
  
  To resolve this matter, we will be shipping out a return box and prepaid shipping label to you immediately so that you can send your glasses back at no cost. Once received, we will ensure the lens is correctly recut and promptly returned to you.
  
  We truly value your loyalty as a LensDirect customer and regret that this experience did not reflect the high standards we strive to maintain. Please know that we are taking this matter seriously and will work diligently to prevent similar issues in the future.
  
  If you have any further concerns, please dont hesitate to reach out directly. We appreciate your patience and the opportunity to make this right.
  
  Thank you, 
  
  LensDirect Customer Support 

  Customer Answer

  Date: 02/10/2025

  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 finally heard back from LensDirect on February 6 after multiple unsuccessful attempts to contact customer service. They assured me that they would send a shipping box and label so I could return my glasses for the recutting of the miscut lens.

  Despite this promise, I made several follow-up attempts to reach them, expressing my concern that I had not received any email confirmation or tracking information for this second lens replacement. I also made it clear that I was uncomfortable sending my glasses back without written confirmation that the incorrect lens would be fixed and a way to track the repairs progress. I received no response.

  To make matters worse, two separate shipping boxes arrived today (February 10), each with different labels and tracking numbers. I immediately emailed customer service again, raising concerns that my glasses could be lost upon arrival since I had no clarity on which label to use and still had no written confirmation of the repair or tracking within their system. Once again, I received no response. 

  I cannot and will not send my glasses back without written confirmation that the incorrect lens will be fixed and a clear way to track the progress of the replacementor a full refund. Given the lack of communication and the confusion with multiple shipping labels, I need assurance that my glasses will be properly processed and not lost.
  
  

   

   

   

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

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

  Business Response

  Date: 02/11/2025

  Hi ******, 
  
  We sincerely apologize for the frustration and lack of communication you've experienced. I understand how important it is to have clear confirmation and tracking for your lens replacement, and I regret the confusion surrounding the shipping labels.
  
  We want to assure you that we take this matter seriously, and someone from our team will be reaching out to you shortly to provide confirmation of the repair process and clear instructions on how to proceed. Please know that we are committed to resolving this issue as quickly as possible.
  
  Thank you for your patience, and again, I apologize for the inconvenience. If there's anything else we can do to make this right, please let us know.
  
  Thank you,
  
  LensDirect Customer Support
  

• Initial Complaint

  Date:02/04/2025

  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.

  Hello, I sent a pair of sunglass frames and my new prescription to Lens Direct on Dec 14, 2024. I still don't have the new completed sunglasses, 7 1/2 weeks later. That's too long.I got an email in early *** saying my new sunglasses didn't pass inspection, and they had to redo them. Then another email saying they were going to expedite, apparently a lie. So I told them I'd be writing the BBB on Monday, (today) and they sent an email saying they would expedite, and it still hasn't shipped. I thought they already did expedite, did they not? This is ridiculous, and it needs to be documented.I would like a $50 credit back to my credit card, and I fully expect ***** overnight delivery when shipped.Their email address is ***************************

  Business Response

  Date: 02/06/2025

  Dear ***, 
  
  We sincerely apologize for the extended delay in processing your sunglasses. We understand how frustrating this has been, and we truly appreciate your patience.
  
  Your order required additional processing time because it did not pass our quality assurance inspection. We always want to ensure the highest quality lenses, which unfortunately led to unexpected delays. We recognize this took longer than anticipated, and we regret any inconvenience this caused.
  
  I want to assure you that your order was shipped and successfully delivered on February 5th. If you have any issues with your sunglasses or need further assistance, please dont hesitate to reach out.
  
  We genuinely appreciate your understanding and patience throughout this process. Please let us know how we can make this right for you.
  
  Thank you, 
  
  LensDirect Customer Support

  Customer Answer

  Date: 02/07/2025

  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.   The sunglasses finally arrived, at long last, two days after I submitted my complaint.
  
  Sincerely,
  
  *** ******
  
  
  
   
  
  

• Initial Complaint

  Date:01/30/2025

  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.

  On 11/26/2024 I purchased a lens replacement from LensDirect LLC. Despite a promise of 2-3 week turnaround on my order the last progress on the order is dated 12/27/2024. Despite *many* attempts to get a resolution to this issue using every method of contact offered by the company I have not gotten satisfaction. I'm repeatedly told they will progress the order yet the order is still at the same phase according to their order tracking app. I have contacted supervisors to no avail. Now my phone calls are being ignored. I'd like my frames back with a full refund.

  Business Response

  Date: 02/06/2025

  Dear ***** 
  
  We sincerely apologize for the delay and any frustration this has caused.  We understand how important your order is, and we regret that it has taken longer than expected to be completed.
  
  We want to assure you that your order is now out for delivery today. You should have received tracking details.

  Again, we truly appreciate your patience and apologize for any inconvenience this has caused. If you have any further concerns, please dont hesitate to reach out.
  
  Thank you, 
  
  LensDirect Customer Support 

  Customer Answer

  Date: 02/07/2025

  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. My glasses have been delivered. Thank you for your help. It is much appreciated.
  
  Sincerely,
  
  **** ********
  
  
  
   
  
  

• Initial Complaint

  Date:01/30/2025

  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.

  Ordered replacement lenses for my glasses frames. Sent in my good condition frames 12/17/2024. Two weeks later received an email my frames were received and will be notified when lenses have been installed and return shipped. One week later received an email that the frames were damaged. I emailed the company twice but received no acknowledgement. I then called and asked that my damaged frames be returned and a refund issued. I was told my order had to be reviewed but will hear from them by close of business....did not hear from them. Later the company stated my order had been cancelled and to check my spam folder for emails from them. I checked my spam folder but found no correspondence from the company. I request my frames that were damaged by them be repaired and lenses installed (which I paid for) or that the frames be returned and reimbursed for the damage to them and a refund for the lenses I paid for. I paid $170 for my glasses frames. Thank you, ***** ******

  Business Response

  Date: 02/06/2025

  Dear *** ***************** sincerely apologize for the inconvenience and frustration this situation has caused. We understand how important your glasses are, and we regret any miscommunication along the way.
  
  We want to assure you that your frames have been shipped back to you, and a refund for the lenses has been issued.  You should see the refund reflected in your account.
  
  Please let us know if there is anything else we can do to make this right. Your satisfaction is important to us, and we truly appreciate your patience.
  
  Thank you, 
  
  LensDirect Customer Support 

  Customer Answer

  Date: 02/06/2025

  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:

  [Your Answer Here]

   Hi; Thank you for responding however there is still an unresolved issue. It is correct I received my frames back (2 days ago) but as you can see, in the attachment, the frames are damaged. Although I received a refund for new lenses I purchased I will have to have the frames repaired or replaced. Since Lens Direct admitted they damaged the frames it is not an unreasonable request that Lens Direct repair the frames or that I be compensated. Incidentally, after several emails with no response I called the company. I was told my issue needed to be forwarded to a higher authority but I would get a response by close of business. After several days with no response I was forced to contact the Better Business Bureau. I believe this issue could have been avoided following normal customer service practices. Thank you ***** ****** .   

   

   

   

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

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

  Business Response

  Date: 02/07/2025

  Dear *** ***************** sincerely apologize for the lack of communication and for not addressing your concerns with the urgency they deserved. We understand how frustrating this experience has been for you, and we regret any inconvenience caused.
  
  To resolve this matter, we would like to offer you a new set of frames with your prescription at no cost. Please let us know your preferred frames, and we will process the replacement as quickly as possible.  One of our representative will reach out to you. 
  
  Again, we truly appreciate your patience and the opportunity to make this right. Please dont hesitate to reach out if you have any further concerns.
  
  Thank you, 
  
  LensDirect Customer Support 

• Initial Complaint

  Date:01/29/2025

  Type:Delivery 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 purchased replacement lens for three pairs of glasses from LensDirect on December 24, 2024. The total amount was $1122 plus $9.95 shipping and a discount of $561 for a total of $570.95. The order number was ************ took over a month to receive my frames. During that time I had numerous conversations with LensDirect and each time received a different answer on the status of the work. Eventually, I contested the charge with ****. I later learned that the company would not fulfill my order unless I cancelled the dispute and got their money before shipping the frames. This was in violation of their merchant agreement with American Express regarding dispute resolution.When I received the frames today, one was returned damaged beyond repair--actually melted. The original cost for these was $1065. I am seeking that amount plus the cost of the replacement lenses ($184.50) and shipping ($9.95).

  Business Response

  Date: 02/06/2025

  Hi *****,
  
  Thank you for reaching out and bringing this to our attention.  We sincerely apologize for the inconvenience and frustration this situation has caused.
  
  We want to assure you that we have processed a refund for one of the orders.  Additionally, a new frame has been ordered to replace the damaged one.
  
  We truly appreciate your patience and understanding as we work to resolve this for you.
  
  Please let us know if theres anything else we can do to assist you.  Again, we apologize for the experience and appreciate your continued support.
  
  Best regards,
  
  LensDirect Customer Support

• Initial Complaint

  Date:01/06/2025

  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.

  Their **************** has "Turned" I've used ********************** in the past and was happy with their service. I got new clear lenses about a year ago and there was a lot of back and forth but they were helpful and accommodating. Once the clear lenses were finished, I asked to have some tinted lenses made for my prescription sunglasses. I specifically asked them to make them the same way as my clear lenses. I ordered the highest index material and the most expensive coating, just like my clear lenses. When the tinted lenses were received by me, I could tell there was something wrong. I asked lens direct to send them back so they could take a look at them and see what the problem was. They asked me to take them to my local doctor and have them checked. I did. The local doctor said that the prescription was spot on. However, he said that he could tell just by looking at them that only the front side of the lenses were coated. The back side of the lenses, the side towards my face was not coated. I told LensDirect and they asked me to take photos of them and send them the photos. After they saw the photos, they used my doctors words and said that they could tell just by looking at the photos that the backside was coated. My experience is that I cannot see with these sunglasses in the sun because the reflections are so great between my face and the lenses. My clear lenses only reflect certain wavelengths of light in the sun. The sunglasses reflect all wavelengths. Sunglasses are not supposed to make it harder to see in the sun. My conclusion is that, as Mater would say, LensDirect's customer service has turned. Maybe my experience was just a bade employee but management should be aware of and control all their employees. Date of experience: June 22, 2024

  Business Response

  Date: 01/09/2025

  Customers question was answered immediately on 6/27/2024 and he did not communicate any further our response below:

   

  Re: Order #*********
  Hi ******,
  
  
  Your purchase includes both our advanced hydrophobic and oleophobic coatings, which actively repel water, oil, and dust, minimizing smudging and keeping your lenses cleaner for longer. These coatings, along with the anti-reflective (AR) coating on the back surface, work together to provide you with superior visual quality.
  AR coatings are strategically applied to the backside of the lens to eliminate internal reflections that can cause glare and visual disturbances. Applying AR coatings to the front of lenses can sometimes introduce a subtle tint, which may alter the intended aesthetics of sunglasses.
  Our combination of front-facing protective coatings and backside AR treatment ensures optimal clarity, durability, and aesthetic appeal for your lenses.
  If you have any further questions, please don't hesitate to ask. We're always happy to help!
  
  
  Have a great day!
  
  
  Thank you,
  
  
  ***** *******
  LensDirect Customer Happiness

  Customer Answer

  Date: 01/09/2025

  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:

  [Your Answer Here]

  The lenses did not receive anti-reflective (AR) coating on the backside of the lenses. I am asking (again) for LensCrafters to send me a return authorization shipping label so I can send the glasses back to them and they can remake the lenses to my satisfaction.
  

   

   

   

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

  
  Sincerely,
  
  *** ***
  
  
  
  
   
  

  Business Response

  Date: 02/07/2025

  Hi ******,
  
  Good afternoon,We have carefully reviewed your complaint and take your dissatisfaction seriously. We recognize that this issue has been ongoing and has caused unnecessary frustration. Therefore, we have issued a refund of $50.00 for the Aura Ultra coating. Your new balance is now $93.40.Please note that it will take 3-5 business days for the funds to be processed and returned to your MasterCard ending in ***** Should you have any further questions, do not hesitate to reach out.Thank you.
  
  Have a great day!
  
  Thank you,
  
  ***** *******
  LensDirect Customer Happiness 

  Customer Answer

  Date: 02/12/2025

  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:

  [Your Answer Here]

  LensDirect's representative, ***** *******, refunded $50 to a credit card that was canceled months ago, without even the decency of contacting me first to find out if the card was still valid. When I told him what happened, his reply was that they can only refund to the original payment method and he told me that it was now my responsibility to retrieve the $50 from the credit card company that he sent it to. When I explained to him that I was asking for a full refund of $143.40, he did not reply.

   

   

   

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

  
  Sincerely,
  
  *** ***
  
  
  
  
   
  

• Initial Complaint

  Date:12/20/2024

  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.

  November 3rd, I ordered from them. They sent to the wrong address so my contacts went back to their business. They insisted I recieved them. They then responded and told ne they recieved them back. Insisted I give them a new address when I asked for a refund. I still have not recieved the contacts or a refund. I have 10 emails between us and they now tell me to file a claim with *****

  Business Response

  Date: 12/27/2024

  Hi *****, 
  
  Thank you for reaching out and bringing this to our attention. We sincerely apologize for the inconvenience youve experienced with your order and the subsequent communication.

  After reviewing the details, I see that we received your updated address on November 11th. Your order was promptly shipped on November 12th and marked as delivered on November 14th. However, I noticed that the updated address provided was for a building, but no apartment or suite number was included. This may have contributed to the delivery issue.

  We deeply regret any frustration this situation has caused and want to make things right. As a gesture of goodwill, we will issue a full refund for your order. You should see the refund processed within [insert timeframe].
  

  Once again, I apologize for the experience and any inconvenience this has caused. Please dont hesitate to reach out if you have any further questions or need assistance.
  
  Respectfully,

  LensDirect Team 

• Initial Complaint

  Date:12/12/2024

  Type:Delivery 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.

  7/3/24 Order placed for $242.40 (best scratch resistance coating, progressive high index lens, shipping 5-7 business days). Order #********* 8/21/24 Order received despite LensDirect claim to 5-7 business days of shipping time. 8/22/24 multiple hairline scratches on lens after using the Lensdirect enclosed cloth, severely affecting visibility. Called *************. Explained the situation to the LensDirect representative who spoke little English. Requested a call back before I reside in an area with no cell service from Sept-Dec 2024. *** stated they will look into this and have someone call back as soon as possible.12/2/24 still no response from LensDirect. Emailed ******************* re: Aura Ultra AR superior scratch resistance coating that scratched within a day using the cloth supplied by LensDirect.12/6/24 no response received. emailed ******************************* re: follow up.12/11/24 still no call back from lensdirect. Emailed info@LensDirect again. Would appreciate either a complete refund or replacement with overnight shipping.

  Business Response

  Date: 01/08/2025

  Dear ****,
  
  Thank you for reaching out and sharing your concerns regarding your recent order. We sincerely apologize for the delays in communication and the inconvenience you have experienced.
  
  Regarding the scratch resistance coating on your lenses, wed like to clarify that while our Aura Ultra AR coating offers superior scratch resistance, this does not mean it is entirely scratch-proof. Scratches can still occur under certain conditions, such as exposure to abrasive particles or improper cleaning techniques.
  
  We also want to highlight that we offer a 90-Day Scratch and Coating Damage Warranty from the date the order was received. Since your order was received on 8/12/24, it appears the warranty period has unfortunately passed.
  
  However, as a courtesy, we are happy to offer a one-time recut of your lenses at no additional cost to you. Please note that we are unable to process a refund for this order. We hope this solution will address your concerns and ensure your satisfaction with our product.
  
  A member of our team will contact you shortly to arrange the recut and confirm the necessary details.
  
  Thank you for your understanding, and we look forward to resolving this for you.
  
  Best regards,
  
  LensDirect Team 

• Initial Complaint

  Date:11/08/2024

  Type:Delivery 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 just had a terrible experience with Lens direct, I ordered a pair of contact lenses(#*********)that were supposed to arrive on oct 30th. They never did, I tried to contact them by mail a few times and chat. After taking forever to respond, they basically laughed at me and simply said they were sorry I didn't receive my lenses without offering any type of solution. They then changed their story, falsely claiming I had picked the order up and then again changed their story, falsely claiming the order had been delivered and that basically it was not their problem. I asked them for proof of delivery and they stopped responding. The postal service then sent me an email, verifying that the order had not been delivered and that the delivery status was a system error, proving this company was lying. It's been around 3 weeks since I ordered my lenses. I still don't have them or a refund. Please stay away from them!

  Business Response

  Date: 11/12/2024

  Hi *******, 

  First, we apologize for the inconvenience.  This will be addressed with our team. 

  Your order has been refunded and it should reflect in your account within 3-5 business days. 

  Please let us know if there is anything else we can assist you with.  Please reach us out at *********************************************************. 

  Thank you for your patience and understanding. 

  Have a great day!

   

  LensDirect Team