Reviews 3.6
12,835 total
NELSON PHILIPPE
1 reviews US
Order at your own risk
I have ordered a pair of crystal clear Gucci frame from framesdirect.com. They sent me the carrying case, without the frame. I called customer service and asked if I was going to receive the frame separately. The person I’ve spoke with got my contact information and stated she would call me back. She never called me back. When I called them again, the same person who was supposed to call me back and didn’t, picked up, and told me that management is supposed to get back to me. It has been 3 days, and I still have not heard anything from anyone. This is my first order from framesdirect, but I can honestly say this is going to be my last.
Date of experience: April 22, 2024
Hello Nelson, I am sorry to hear that you didn't receive your item. I have looked into your order and see that we have been investigating this issue with the manufacturer to see how we need to proceed to get this resolved for you. I will have a member of management reach out to you with an update. Leslie
Josh Kehl
1 reviews US
Failed to deliver. Failed to communicate. Canceled order after a month.
I placed a repeat order of my son’s glasses with a slightly less powerful prescription than last year. The same frames, just an updated prescription. I received confirmation and a less than ideal ship time of 11-17 business days. After 1 month of waiting, I had to reach out and ask for an update. I am then told that the prescription is too strong for the frame so they are canceling my order. All after my son has waited 1 month for his updated glasses. The response from customer service is “sorry for the inconvenience”. It feels more like a middle finger. I will definitely not be doing business with them again. Update: The response to this review states that they knew they couldn't fill my order 2 days after I submitted it, however, I never received any communication beyond the confirmation (with shipping estimate) until I reached out a month later.
Date of experience: April 13, 2024
Hi Josh, The manufacturer has updated the prescription range for the particular frame that you ordered and the prescription that you submitted is now out of range for it. We were notified of this within 2 business days of your order being submitted. You should have received an email regarding that and the refund as soon as we got the notification. Leslie
Sal Fernandez
1 reviews US
Order was cancelled without options
I ordered a pair of prescription glasses and was emailed twice about backorders when the glasses where finally "shipped" the tracking number did not update so i called framesdirect and they said they would submit it to ups for investigation. I called a week later to find out the status and they had not submitted it yet so had to wait even longer when they finally did get an answer i was emailed letting me know the item was "discontinued" and my order was cancelled. almost
Date of experience: April 10, 2024
Hi Salvador, I'm so sorry to hear about this. I will have a manager look into this right away to re-evaluate this issue. We do value you as a loyal customer and want to make sure this was handled appropriately. He will be in contact with you as soon as possible. Thank you so much for your patience, Leslie
Steven Quattrucci
1 reviews US
Poor Service Experience
I damaged my eyeglasses and needed a replacement quickly - Frames Direct told me that a frame was in stock - so I placed an order with them. Two days later, I received an email telling me that the frame was not in stock, so I called their customer service line to cancel my order. The rep who took my call told me that the email I received was incorrect - that they did in fact have the frames and my order was being prepared by the lab. Two days later, I received a call telling me that the frames were not in stock after all. I wasted a week dealing with Frames Direct and do not recommend them at all.
Date of experience: April 08, 2024
Hi Steven, I am sorry to hear that you are not happy with your experience. I will have a member of management reach out to you regarding this. Leslie
dissapointed
1 reviews US
Would not accept my return claiming it…
Would not accept my return claiming it has been used. Yes I used them. The return policy does not state I cant wear them
Date of experience: May 02, 2024
Hello, We do accept returns for refunds and exchanges within 30 days of the item being delivered. Items must be in a like new state and undamaged unless it is a warranty issue. I have requested more information from you so our returns manager can look into this further.
chuck long
1 reviews US
Terrible, incompetent, uninformed
Terrible. I ordered glasses and it took them five days to get around to notifying me they could not make the glasses. They say the frames are not compatible with my prescription. But my prescription actually got better and I have worn the exact same frames for ten years. to top it off, customer service has no idea why the lab had issues. so no answers...they just cant make the glasses I am already wearing...and four more days to get my refund ...they took payment in ten minutes.
Date of experience: April 09, 2024
Hi Chuck, This doesn't seem to be a completely accurate review as to what took place. Your order was placed over the weekend. It was sent through to the manufacturer for processing and their lab came back and let us know that your prescription was out of range for that item. We received this information, informed you, and refunded your order within 2 business days of it being received. I will have a member of management follow up with you regarding this as well. Leslie
L. C.
1 reviews US
Processing time of 12-19 days & shipping
I ordered my glasses earlier today & paid for expedited shipping because I need them. I just received an email that the estimated processing time will be 12-19 days plus shipping. This is WAY longer than the website indicated when I placed the order. Extremely disappointed.
Date of experience: March 22, 2024
Hello, We do quote on the website that the average processing time for prescription orders is 10-12 business days, but some products and brands may take longer. This information is provided in the link below and at checkout. https://www.framesdirect.com/include/information/shipping_options.aspx I will have a member of management reach out to you regarding your order.
Geoff
1 reviews US
They ask for prescription at the very…
They ask for prescription at the very end. I have a expired prescription. I have long covid was why I was going this route. Should state will need valid Prescription.If it was my business and it's a requirement I would ask for it first.
Date of experience: April 11, 2024
Hello Geoff, Hello, I am sorry to hear that you are not happy with your experience with FramesDirect.com. Because we are a licensed optical, we do require a valid RX with a doctor's signature. We have the same prescription requirements as brick and mortar optical stores. We are just an online optical instead and because of this, we are able to offer a larger selection than brick and mortar stores. I do see where you have already requested to cancel your order and that has been processed. Leslie
E N
1 reviews US
The worst place ever to order from
The worst place ever to order from! They will take your money than 24 hours later they'll Email you, "Hi, we have your order but we wont process it out until you make sure you don't want these extra add ons" If i wanted those extra add ons I would have added them!!! Why do I need to receive an email 24 hours after my purchase prolonging the process of my order, just so that they can try to get an extra $20 dollars out of me!?? My order should be completed as soon as my credit card is charged - which is immediately
Date of experience: February 28, 2024
Hello, As industry professionals that have been in business for over 25 years, we understand that not all customers have extensive knowledge of the benefits of all the different frame and lens options available to them. Because of this, we do individually review the details of each order to see if there is something that may be a better option for their frame/lens/prescription combination. If we see that something may work better, we will recommend it to the customer as it can ultimately determine the overall weight, thickness of the lenses, etc. The majority of the time, these are just professional recommendations and are not required to proceed with the order. Should the customer decide that they do not want to proceed with the recommendation, we are more than happy to proceed. We just want to make sure that all of our customers are going to receive a product that they are going to love and that they fully understand the pros and cons of a particular option that they may have selected. Thank you for your feedback.
yacoob alomari
1 reviews US
I waited three weeks for my…
I waited three weeks for my prescription glasses just to be told my order has been cancelled because the manufacturer no longer has it. I asked if I reorder if my order. Hold be expedited in any way since I’ve been waiting for so long unable to see and was told nothing could be done for me. First timer and I am truly disappointed.
Date of experience: March 07, 2024
Hi Yacoob, I am sorry to hear that your frame was discontinued. I will have a member of management reach out to you regarding this. Leslie
Alan H
1 reviews US
Frames Direct Delay
After 3 ½ weeks, I finally received an email notifying me that the order was delayed, and looking at roughly another 3 ½ weeks, I called after two weeks and was told the order was in. This does not appear to be the case, so I will never use this company again!
Date of experience: March 18, 2024
Hi Alan, I am sorry to hear that your order was delayed. I have sent a request to you for more information so we can look into this and provide further clarification. Leslie
Dasha Mckinney
1 reviews US
Glasses Different than Images on SKU
The sunglasses were not the color I ordered or were not represented by the correct images in the sku listing.
Date of experience: April 15, 2024
Hi Dasha, I am sorry that you received the wrong item. I will have our returns manager reach out to you to resolve this issue. Leslie
Edwin Lozada
1 reviews US
Not ordering anymore from here
Not ordering anymore from here, ordered brown pair of sunglasses last 3 times and they sent black, even after speaking with customer service to make sure that 3rd order was noted and emphasized as brown not black they still shipped black
Date of experience: March 18, 2024
Hello Edwin, I am very sorry to hear about this. Your orders were noted as brown. However, they shipped directly from the manufacturer. We didn't know that this was an issue until you spoke to our returns team. We have contacted the manufacturer to make sure this is resolved and isn't an issue in the future.
BRYANT JACKSON
1 reviews US
Horrible experience!!
Horrible experience!!! Order from this company. They said my product would make it to me within a week. Fast-forward three weeks later have not received my product. Received Email said it’s going to be an another month. No THANK YOU!! Never will i go through this site again 🤬
Date of experience: February 21, 2024
Hello Bryant, We provide the average processing times on the website, but do state that some items/brands may take longer than others and that you will be provided with a more accurate shipping estimate after your order is placed. https://www.framesdirect.com/include/information/shipping_options.aspx When your order was submitted, it was immediately quoted as a backorder. The Ray-Ban Meta frame that you ordered is on a global backorder at the moment. The update that you received was information given directly from the manufacturer. I do see that you have already requested to cancel your order. A member of management will reach out with confirmation once that is completed. Leslie
Michael Ashby
1 reviews IT
Too many surveys
Too many surveys
Date of experience: April 19, 2024
Hello Michael, Customer service is a high priority for us and we want to make sure our customers are getting the best service possible. We do this by asking for feedback on their experience. All of these surveys are optional. We apologize that you felt it was excessive. Leslie
Adrian Luzquinos
1 reviews US
Frame expected time is a horror show
Frame expected time is a horror show. I’ve placed a order on 1/2/2024 for some pair of Burberry frames. It is 1/16/2024 and have not received an update other than “in lab”. Understandable that it was the beginning of the new year and would experience delays. But not this huge delay! Customer service does not care at all. Very misleading on processing times. Would not recommend. This is also being reported on the BBB.
Date of experience: January 01, 2024
Hi Adrian, I am sorry to hear that you are unhappy with your recent experience. We mention on the website that prescription orders take 10-12 business days on average for processing. Your order is on par with that and hasn't been delayed at this point so no update has been needed. I will have a manger reach out to you regarding this. Thank you, Leslie
Ryan
1 reviews US
Brand new Persols came already bent
======================= Updated review below 2/15/24 ======================= So I ordered some new glasses at the end of last year and decided to go big and get the Persols since I wear glasses 99% of the time. I got them in this morning, and they were significantly bent. I don't think the right eye was the correct subscription either, but it's tough to tell because the bend was so bad it wouldn't even fit straight on my face. I called customer support and explained the issue, and they basically told me to take it to an optometrist (on my dime) and have them bend it to my face. I understand this is part of the issue with buying glasses online, but they came so bent already that it was impossible even to use them. I've got pictures but trustpilot wont let me attach them. They show the right arm being bent nearly 1.5cm from the left and about .5-1cm of wobble when laying flat on a surface. I guess that six-step quality control check before they ship isn't really effective. I'll adjust this review after I'm made whole or the issue is fixed, but I will note they charge $9 for you to return (which they deduct from your refund.) So I got to be out of new glasses for about two weeks, and they charged me $9 for their mistake. ======================= So, I'm back with my updated review. You'll notice it's 2/15/24—more than a month after my first attempt. I received my third attempt at glasses today, which were terrible. Let me tell you about my experience with Frames Direct... I tried to exchange my first frames that went terribly for a second pair, and they came and were just as bad as the first, so I sent them back. They shaped them back to shape but neglected to fix the right lens that was out of alignment, so putting them on made you feel cross-eyed. So, I sent those back after losing faith in the whole process. I just wanted some new frames that didn't require any modifications or work so I could use last year's insurance money. After getting these frames in, I figured I'd have my local optometrist install the new lenses. Well, I got those pairs today that came with the stock lenses. These pair were supposed to come new, basically unworked on and untouched. These frames came so bent that I don't think they would fit anyone except maybe Sloth from the Goonies. I'd love to share pictures of all three attempts here on Trust Pilot, but they won't let me attach photos. I've given up at this point, started the return on last year's purchase, and have written off that insurance money. It's my fault for waiting so long and for using Frames Direct. I'm unsure what is going on at Frames Direct, but saying I'm frustrated is an understatement. I created a Trust Pilot account and verified it just for this review. I've changed the experience from 2 stars to 1. Ugh...
Date of experience: January 07, 2024
Hello Ryan, I am sorry to hear that you received your frames this way. When purchasing frames online, it is common to need an adjustment. Since that is something personalized to each person, it does have to be done in person. However, the frames should arrive in a balanced state. If they don't and/or the prescription was made incorrectly on our end, that would be considered a warranty issue and is something that we can resolve for you. For warranty issues, we do not charge a label fee. I have requested more information from you so I can have our returns manager assist you with this issue. Thank you, Leslie
David
1 reviews US
Frames Cancelled without notification almost a month after purchase.
I ordered my frames on December 14, 2023. I wrote down all of the information gown they would need to proceed with the order. They emailed me back asking for clarification on my order. I answered and they wrote me back asking if I was sure I didn't want to buy an upgrade. Finally they placed the order and said it would not be available until January 8 or so. Finally, on January 5 I checked my status and it said the order was cancelled. When I contacted the customer service they said that my frames were discontinued. They said that they had found out on January 4th that they were discontinued, however they did not notify me. So, they are about to issue a refund, and here I am nearly a month without glasses. Honestly, I was crazy to come back to them anyway. The last two orders I had from them I felt the frames were not very solid and popped the lens very easily. In fact the only reason I was buying new frames is because the frames were bent beyond repair. I will never shop there again.
Date of experience: January 08, 2024
Hi David, I am sorry to hear that you are unhappy with your experience. Unfortunately the manufacturer did notify us that the particular frame that you ordered had been discontinued. We followed up to see if your order was being affected or not. That update wasn't received until after hours on the 5th. We were working through those updates, but you happened to call in before we were able to get to it. An email would have been sent had you not reached out. At this time, your order has been cancelled and refunded back to your card. Leslie
Ravi Y
1 reviews US
I placed an order with FSA funds
I placed an order with FSA funds. First, they took lot of time to approve the transaction as their account team put it on hold and they were not able to explain why. After taking the order, and after a couple of days they said the frame won't fit the size for the glasses and asked me to take a lower size frame which won't fit to my face. I don't have options and I lose my funds.
Date of experience: January 04, 2024
Hello Ravi, I am sorry you are unhappy with your experience with FramesDirect. An extra security check was needed to be able to proceed with your order. This was explained in the email that we sent to you about it. We did reach out about it on the 30th, but you were unable to verify the information that was needed until after the beginning of the year. Once the information was verified and we could proceed with the order, your prescription was unfortunately out of range for the frame that you selected. I do see where the agent has given you several options that we can proceed with. I will have a manager follow up with you regarding these options and provide any additional clarification that is needed. Leslie
CK
1 reviews US
Customer service is a total Horror Show!
Customer service has taken up hours of my time claiming they can’t make a pair of glasses that I already own. Prescription is the same. They have offered zero solutions over two days of emails. Called and requested to cancel my entire order. Was told the rest of the order has to be completed and then returned before I can be refunded. They want to keep my money for over a month rather than just canceling and refunding. The order was placed less than two business days from the request to just cancel. Customer service has been zero help in finding a solution other than constantly asking what would I like to do then telling me that’s not possible. Asked for a solution and none was given. Customer service got extremely rude when I told them to just cancel and give me a refund. After repeating themselves on not wanting to refund they got really rude and unprofessional stating loudly they would tell management and hung up. Post Reply: I noticed you state is your response about communication that were after this post, kind of disingenuous. The post was about the conversation on the 5th when I was told I could not cancel and was dealing with an extremely rude representative of your company. When I called back the 6th, where the emails about the cancellation came from, the rep was very respectful. Had I been dealing with redacted the whole time this post and complaint probably would have never happened. However the email does not guarantee a full refund including the shipping I was charged, which I was lead to believe it would. Also, the response doesn’t address the fact that I was the one spending the time trying to find a solution and never once was a real solution offered forward by your company.
Date of experience: December 07, 2023
Hello CK, I am sorry to hear that you were not happy with your experience with FramesDirect and that your pupil distance measurement was out of range for the specialty Wiley X item. I reviewed all communication between you and the FD staff. I apologize for any confusion you may have had regarding the cancellation of your order. It is not required that your order be shipped out and then returned before the cancellation/refund could be processed. As customer service explained, your order cancellation request is in process. One item has already been refunded in full. The second item that was already in the process of being made is currently in a pending cancel status. As it ships directly from the manufacturer to you, we do have to wait on the cancellation confirmation from them before we can refund that item. If it isn't too far along in their process and can be cancelled, you will be refunded once they inform us of that. If it is already completed and processed for shipment, it would be too late to stop it, but it can still be returned for a refund within 30 days. We can provide a return label immediately if that is the case, however, that has not happened yet. As mentioned in our last email to you, we will let you know once we hear one way or the other regarding that item. I hope that clarifies things. In the mean time, we have already refunded you for the item that wasn't in process yet. I'm sorry you felt that customer service was not helpful but I reviewed your requests and, unfortunately, there was no other solutions than what was already provided to you. A Customer Service Manager will be reaching out regarding your comments and to provide an update with your cancellation status. We appreciate your comments. Regards, Leslie
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About
Exceptional Quality Prescription Eyeglasses
Frames Direct was founded in 1996 by doctors who pioneered the online eyewear industry as the first to offer prescription glasses. Our founders made a pledge to sell only the lenses they would wear themselves, so you can expect the highest quality prescription lenses in the eyewear you buy from us. Each Rx lens undergoes a rigorous six-step quality assurance process and verification using innovative digital lens technology, resulting in total accuracy and lenses free of scratching, distortion, and defects—guaranteed. And we add a scratch-resistant coating to every prescription lens at no charge.
FramesDirect Offers the Widest Selection of Authentic Brand-Name Eyewear
Explore Frames Direct to find an impressive variety of genuine designer eyeglasses, sunglasses, prescription sunglasses, and goggles for men, women, and kids. We offer a wide array of throwback, contemporary, and current frame styles from favorite brands and the newest designer labels. Our inventory includes over 100,000 products and 500 authentic designer brands, from Ray-Ban, Burberry, and Persol, to Versace, Dolce & Gabbana, and many others. We offer a multitude of options in performance and task-specific eyeglasses and sunglasses from Oakley, Costa, Maui Jim, Wiley X, and more. You’ll also find contact lenses from the brands you trust, including Bausch + Lomb, Ciba Vision, CooperVision, and Vistakon—browse disposable contact lenses in single-vision options to correct near- or farsightedness, toric contacts to correct astigmatism, bifocal, or multifocal contact lenses.
Superior Customer Service
Excellent customer service is the cornerstone of Frames Direct. Our staff of highly trained and friendly opticians—most with more than 20 years of experience—is available to assist you by phone, online chat, or email. They’ll help you enter your prescription information correctly, determine your correct frame size, recommend the best lens material for your eyeglasses or prescription sunglasses, and they’ll gladly point you to the best frame options for your face shape and lifestyle. We want you to feel confident the eyewear you order from us is exactly what you need.
We offer fair prices, with savings of as much as $150 or more on prescription eyewear and many designer sunglass lines. Our prescription lenses cost about half the price you would pay at most retail optical chains. And if you find sunglasses or eyeglasses frames—in the same color and style number—on another website for less, we’ll match that price.