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:06/30/2025

  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.

  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 shipped back my glasses but they never returned it to me and does not have an update. Not only did I lose my glasses now, its still not resolved. I would prefer them just refund the money I spent on the lens and I can move on without this pair.

  
  
  
  
  
   
  

  Business Response

  Date: 07/03/2025

  Dear *****,
  
  Thank you for reaching out, and I sincerely apologize for the inconvenience and frustration youve experienced with your recent order.
  
  I understand how disappointing it must be to receive your acetate frame in less-than-perfect condition, especially after taking the time to send photos and follow up with us. This is not the experience we want for our customers, and Im truly sorry for the delay in resolving this.
  
  Wed like to make this right as quickly as possible. Please use the attached prepaid return label to send the acetate frame back to us, and we will ensure it is properly adjusted. Once received, well expedite the correction and keep you updated throughout the process.
  
  If you have any questions or need further assistance, dont hesitate to reply to this email or give us a callwere here to help.
  
  Thank you again for your patience, and we appreciate the opportunity to make this right.
  
  Warm regards,
  
  LensDirect Customer Support 

  Customer Answer

  Date: 07/23/2025

  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:06/12/2025

  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 submitted an order to have the lenses replaced in a set of frames I have. I mailed my frames to Lens Direct and they were recieved on April 29th . I was immediately charged for replacing the lenses in my frames. I contacted the company on May 15th because I had not received my glasses. and was told my order was on hold because they needed more information about my prescription (I had not been notified of the hold). I provided the information the same daynand was told that the ***** day period restarted on the date they received the information. I still have not received my glasses. I have contacted LensDirect 3 times since and was told that my glasses were now a priority order. As of this morning my order status states that nothing has been done with the frames I have sent.

  Business Response

  Date: 06/12/2025

  Hi *******, 
  
  Thank you for reaching out, and I sincerely apologize for the frustration and inconvenience this experience has caused you.

  After reviewing your order, I want to let you know that it has been cancelled as requested, and your frames have been safely returned to you. You can track the return shipment using **** Tracking Number: **** **** **** **** **** ***

  We understand how important your glasses are, and we deeply regret the delay, lack of communication, and overall experience youve had with us. This is certainly not the level of service we strive to provide, and we take your feedback very seriously.

  Thank you for your patience, and again, were truly sorry for the inconvenience. If theres anything else we can do to assist you or if you have any questions, please dont hesitate to reach out.
  
  Warm regards, 
  
  LensDirect Customer Support

• Initial Complaint

  Date:05/15/2025

  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.

  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]

  i received template email responses peddling the same lies that their customer service staff tell. In 2 separate ordersz months apart, the exact same scam was most evident. The supposed owner of the company sent me a form letter, obviously theyre doing this a lot. In it he told some story about his veteran grandfathers service in the military, trying to connect with me. Only a veteran doesnt qppreciate a dead veteran being used for business. They tell you your order has shipped but it hasnt. Then when you call in or emailz they say it should have shipped and will ship tomorrow. Then you get an email a few days later claiming the product is on backorder. Its an obviouw scam to hold our money as long as possible before sending goods. They lie to your face. As it stands i received a credit but have now not had contacts for a month. These are horrible people

   

   

   

   

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

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

  Business Response

  Date: 05/29/2025

  Dear ****, 
  
  Thank you for reaching out, and I want to begin by sincerely apologizing for the frustration and inconvenience you've experienced with your recent order.
  We understand how disappointing it is to expect your lenses promptly, especially when youve placed your trust in us a second time. Please know that your concerns have been heard loud and clear. We take your feedback seriously, and were genuinely sorry that we didnt meet your expectations.

  Regarding the delay, certain prescriptionsespecially for astigmatismcan occasionally result in backorders due to their more customized nature. While we strive to keep our customers informed, it's clear our communication fell short in this instance, and for that, we truly apologize.

  We want to be absolutely transparent and assure you that LensDirect is a U.S.-based, family-owned company thats been serving our customers for over 30 years. We take great pride in supporting veterans and offering meaningful discounts as a gesture of our appreciationnot as a marketing tactic. We understand how trust is earned, and we are deeply sorry that your experience has made you feel otherwise.

  To make things right, weve gone ahead and cancelled your order and issued a full refund. You should see the credit back on your original payment method shortly, if not already.
  

  We value every customer and hate to see anyone walk away unhappy. If you have any additional concerns or questions, Id be more than happy to assist you directly.
  

  Warm regards,
  
  LensDirect Customer Experience Team

• 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.

  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,
  
  ***** ******
  
  
  
   
  
  

  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,

   

  ***** ******

• 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.

  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,
  
  * ******* ****
  
  
  
   
  
  re 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

• 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