Reviews 3.6
12,835 total
Alec Rovitz
1 reviews US
Pay for shipping on a return
Pay for shipping on a return? Never again. Thanks
Date of experience: October 11, 2022
Hi Alec, I'm sorry to hear that you do not agree with the Easy Returns and Exchanges policy posted on the website https://www.framesdirect.com/customer-service/returns-and-exchanges. We appreciate your feedback. Regards, Leslie
BJL
1 reviews US
Very POOR Quality Lenses
I ordered frames and progressive lenses from FramesDirect Dec 2021. I love the frames (and they were not available locally). I was a little skeptical about ordering lenses, but I did and they were great, initially. However, they scratched very easily (even with scratch resistant coating) and now my lenses are so scratched that I can no longer wear the glasses. I have been wearing glasses for 20 years and have never had this problem with lenses from a local optician. I contacted FramesDirect and there is no guarantee on the lenses re: scratching so I have to purchase new ones (they did offer 20% off), but given my experience I will definitely NEVER order lenses from FramesDirect again. They are clearly an inferior product to lenses I have purchased elsewhere. Update: 10/19/22 -- FramesDirect reached out to me and offered to look at my lenses to see if they would be covered under warranty and if not, they offered to replace them for the original discounted cost of the lenses (which was a much better discount than their original offer of 20% when I first contacted them about the lenses). I appreciate that they reached out and wish they had offered these options when I first contacted them about the problem, but in the end they have been responsive.
Date of experience: October 06, 2022
Hello BJL, I'm sorry to hear that you were not happy with your experience with FramesDirect.com. I was not able to find any order in our system with the initials "BJL" that you provided in this review. I have requested that TrustPilot ask you for some information regarding your order. Please provide the information to TrustPilot so that I can look into this for you as soon as possible. Thanks, Leslie L -- Thank you for providing your order information. I was able to locate your order. I apologize that you feel that your lenses are not high quality and that you are unhappy with the policy regarding scratched lenses. I want to assure you that FramesDirect.com only sells the highest quality Essilor lenses. Essilor is the world’s leading ophthalmic optics company and FramesDirect.com is owned by Essilor-Luxottica. These lenses are the same type that some major brick and mortar stores like LensCrafters and Pearle Vision use, who are also owned by Essilor-Luxottica. Regarding the warranty policy about scratched lenses, this is generally an industry standard, however, I will have the Returns Manager review your concerns and get back to you as soon as possible. Thanks for your patience, Leslie
AK
1 reviews US
Poor packaging- came in a dusty ziploc…
Poor packaging- came in a dusty ziploc bag with no seal on the box. Looks used or fake.
Date of experience: September 29, 2022
Hi AK, I'm so sorry to hear about this. I see that you have made many previous purchases with FramesDirect.com with no issues and I apologize that this last order was not up to normal standards. We do not sell used or fake frames and the frames generally get shipped in brand cases. We are owned by EssilorLuxottica who also produces/manufactures the Ralph Lauren eyewear collections, and so we are authorized retailers of this brand along with the other Luxottica designer eyewear brands. I am sorry to hear that this you received this last pair in the condition you described. I will have a Manager review your recent order and reach out to you regarding your order. Thanks for reporting this, Leslie
Jess Bevien
1 reviews US
I ordered an eyeglass on June 21
I ordered an eyeglass on June 21, 2022, it is now Sept 28, and I still have not received them.
Date of experience: June 21, 2022
Hello Jess, I'm sorry to hear about this. I reviewed your order associated with this TrustPilot review and your merchandise was shipped on September 8th and delivered on September 13th. Are you perhaps talking about a different order? I will send your information over to our Customer Support Team to see if they can locate the order that you are talking about. Are you having any issues with the order 1766647 that is associated with this TrustPilot review? I will have the Customer Support Manager reach out to you to make sure this order was to your satisfaction and to locate any outstanding orders. Someone will be in contact with you as soon as possible. Thanks, Leslie L
Andy
1 reviews US
WORST EXPERIENCE EVER
For all those read this framesdirect response says they would contact me. Well they never did!!! They lie!!!! Worst experience ever. CANCEL EFFECTIVE TODAY. Horrible customer relations. They were not able to get me my glasses within the time limits and blamed it on not up to quality from the factory. That is crap. I requested to speak with management and was given the "Operations Manager" who did not have any real authority and when I requested to speak with someone from upper management, well I am still waiting to get that call. THEY DO NOT CARE ABOUT THE CUSTOMER!!! YOU ARE WARNED YOU WILL NOT BE HAPPY. I did use them once before with similar issues but i did not have the just AWFUL customer relations experience I did thins time. CANCEL EFFECTIVE TODAY
Date of experience: September 06, 2022
Hello Andy I'm sorry you were not happy with your experience. Your order was already cancelled. You requested to cancel the order on the 16th and it was processed that day. You were refunded in full on that date and a confirmation email was sent to you confirming the cancellation. There is nothing else that needs to be cancelled at this point. I see that you have already spoken to the manager of operations. He is the highest level of contact and is part of upper management. I will let him know you wish to speak to him again. They will be in contact with you as soon as possible. Regards, Leslie L
Jenna Rosen
1 reviews US
Never received my order
Never received my order
Date of experience: September 14, 2022
Hello Jenna, Thanks for your feedback. I'm sorry your package was lost in transit by the carrier. I see that you reported the package not received on 9/20 and we started your replacement and reached out to UPS and started an investigation for your missing package the next business day, on 9/21. The replacement is still in progress at this time. I will inform a manager that you are unhappy about your lost package. They will be in contact with you shortly. Regards, Leslie
Angela Bucellatti
1 reviews US
I ordered my glasses in June and today…
I ordered my glasses in June and today I got a message that the frames are delayed until October. Every time I see an email from them, I know it's a delay email.
Date of experience: September 23, 2022
Hi Angela, I'm so sorry your item is backordered. I was able to locate your order. I did find that your order was placed on July 30th, not in June. I reviewed your particular item and the item is indeed on a long backorder with the manufacturer. FramesDirect.com does stock some, just not all items listed on our website. Some items are shipped to us directly from the frame brand manufacturer facility when you place your order with us. This is what keeps our prices low. We try our best to keep our website up to date but sometimes we are notified of a backorder or delay after we place your order with the manufacturer. We are so sorry that you've been waiting for so long and we do understand delays are inconvenient. We do have some options that could possibly help you. I will have a Customer Support Manager reach out to you to provide you with your options. We appreciate your patience and thank you for informing us about this. Regards, Leslie
Jennifer Di Marco
1 reviews US
Customer Service is terrible
Customer Service is terrible. I have been trying to contact them for over a week with no response. I place an order for 2 sets of glasses. Asked for order status and a price match because I found cheaper at another company. So I am guessing their price match guarantee is bogus. Been almost 2 weeks, no follow up on my order.
Date of experience: September 15, 2022
Hello Jennifer, I was able to find your order and I see that our Customer Support Team has responded to both of your e-mails that you sent us with price match questions. We received your first query on 9/8 at 11:45 AM. A Customer Service agent responded to you that same day a little over 10 minutes later at 11:58 AM with an answer. We received a second question from you on 9/13 at 12:52 PM. The customer service agent responded to your query 8 minutes later, on 9/13/2022 1:01 PM. I am sorry that you are not receiving our responses. We are responding to your questions and our e-mail system is working. Our responses may be going to your spam/junk mail folder or are being blocked by your e-mail settings or provider. You will need to ensure that your e-mail is not blocking our replies back to you. FramesDirect.com responded to all of your questions in a timely manner. The Price Match Guarantee is an active promotion and can be used for eligible items that meet the terms and conditions of this promotion. I have informed the Customer Support Manager that you are not receiving our responses and that you are still requesting information about if your order can be price matched. He will be in contact with you as soon as possible. In the meantime, if you need to reach out to our customer service, our toll free Customer Service phone number and hours are at the bottom of this page: https://www.framesdirect.com/include/information/contactus.aspx Thanks, Leslie L
Jonathan V Kosut
1 reviews US
I ordered BMEC Big Cheese frames in…
I ordered BMEC Big Cheese frames in Demi Gray and they shipped black to me without a case. I've ordered these before from them so I know what they should look like and what they should come with.
Date of experience: August 15, 2022
Hello Jonathan, I'm so sorry to hear about this. I see that you have been a customer of ours for a few years now and I'm sorry that there was an error made on this most recent order. We do have a process to resolve this for you! I see that you reported the issue on 8/31. A prepaid return label was emailed to you on that day to return the item. I have informed the Returns Manager about this and he will be reaching out to you as soon as possible to help you complete the return process. Thank you so much for your feedback. Regards, Leslie
Donna C
1 reviews US
Do not use this website
Do not use this website. They DO NOT offer returns as they say they do. Told me i could buy 3 and return but if i ordered 4 i habe to keep 3 and can maybe return 1. Mind you. These were only frames😡😡😡😡😡😡😡
Date of experience: September 12, 2022
Hello Donna, Thank you for posting your feedback. I've reviewed your order and see there may have been some confusion. Our Returns/Exchange policy posted on the website is valid and correct and this is what we follow. However, we do not offer a try on service. Due to this, at times, we will limit the # of items or limit the number of returns allowed for a customer who places multiple or large orders with multiple different sizes and styles. Each order is reviewed individually for potential risks and a decision is made at that time. Our Returns Policy does mention that we may limit the number of items on an order or limit the number of returns, which helps us keep our prices low for everyone. Returns Policy: https://www.framesdirect.com/customer-service/returns-and-exchanges I hope this clarifies things. I'm sorry you disagree with this. Thanks again for your feedback. Regards, Leslie
Tony Pokorzynski
1 reviews US
I ordered a pair of Fatheadz Liquidity…
I ordered a pair of Fatheadz Liquidity glasses on 5/25/22. Today is 9/12/22. I still have no idea when I my glasses will be delivered. The lenses will take at least 4 weeks to be installed after the frames arrive at the shop. The site is no longer carrying the Liquidity model. By the time I get my glasses, my prescription will probably have changed. Do not order from FramesDirect. Update 9/23 - My glasses finally delivered yesterday. I had to pay an additional $50 for different frames because the frames I originally ordered are no longer available. The glasses are fine, no complaints. After almost 4 months of waiting, I finally have my new prescription. Thanks.
Date of experience: May 24, 2022
Hello Tony, Thank you for reporting this issue. This model is on backorder from the manufacturer. We can cancel and refund the order in full or we can look into finding an alternate frame that is available. I requested that a manager reach out to you and provide your options. I see that he has reached out to you this morning and you are working with him. Thanks for your patience as we work to get this resolved for you. Regards, Leslie
Jamie Griffin
1 reviews US
Ordered a $400 pair of sunglasses only…
Ordered a $400 pair of sunglasses only to receive a defective pair. Took 2 days to get a hold of someone after receiving a email saying to call back the glasses I had returned that had been received. Should have not sent the glasses out with black frame and lenses with white showing at the top of both lenses. Update to review. Frames Direct has reached out to me and my sunglasses are in the process of having new lenses cut. Frames Direct is going to overnight them to me once the replacement lenses are complete.
Date of experience: September 04, 2022
Hello Jamie, I am so sorry to hear that your glasses were received with defects. I see that you have already returned the glasses and your remake is at the lab. I will have the Returns Manager reach out to you regarding your remake as soon as possible. Thanks for the feedback. Regards, Leslie
RENEE PINNON
1 reviews US
When I received my glassed the inner…
When I received my glasses the inner manufacturer packaging was smashed and ripped case dented on one side. Also scratch resistant coating scratched with one cleaning with included wipe. They told me to send in pictures and said they would be able to return or exchange. When I sent in CLEAR pictures and an explanation that I could NOT be without glasses and if it would mean I would just too much inconvenience for me. they just proceeded to open aUPS Investigation UPS came to my house unannounced twice when I wasn’t even home and I emailed out of confusion they said I have to give up my glasses for the investigation and I won’t get glasses until they find out who is responsible for the damage. And then I went back-and-forth in emails with them for over a week explaining and going back and explaining and waiting for an answer to my issue and the answer was this in the end: it’s not our fault we sent it out in good condition either UPS did it or you did it yourself and we tried to make accommodations this is a process the only way you can do it is our way and made me feel like crap for even coming to them with an issue and made me feel like I wasted money on a low quality product and wasted a lot of my time. Why would you come on here and further argue with me? Argue WITH MY REVIEW?? and try to frame the conversation again like you tried to help just like when you emailed me back and forth making it seem like it’s my fault their damaged and it’s no big deal for me to go emptyhanded after I already paid and don’t want to deal with this HOW PETTY to go on and argue with a review I wish there was less than one star.
Date of experience: August 26, 2022
Hello Renee, Thank you for your review. I'm sorry that you were not happy with your experience. I reviewed all communication on this order. We do have a process that will resolve this for you and you can certainly return the pair for a refund as the customer support manager has already explained, but we will need the glasses back before we can refund. This is standard procedure for most all online return policies. While we do understand that being without glasses is inconvenient, it does appear that we did attempt to accommodate you by creating a preorder replacement order so that your new pair would be ready as soon as possible so that you did not have to be without glasses long. I do see that you did not want to proceed with the exchange or return and refused further assistance. At this point, you have told us not to contact you further. Due to this, the manager will not be responding further. If you change your mind and wish to continue with the return, please respond back to the customer support manager via email again and request a return label. The item must be returned within 30 days of receipt. The return and exchange policy instructions are here: https://www.framesdirect.com/customer-service/returns-and-exchanges. I apologize that you feel that we were not assisting you with the issue. Again, we can certainly help you in this instance with a return for refund or a replacement. Regards, Leslie L
Donna Thomas
1 reviews US
Frames and lenses were not as appeared…
Frames and lenses were not as appeared on the website. When I called to question them the customer service rep agreed with me and assured me that she didn’t need to check to see if they were actually right. She had me return them. And a week later the returns dept called me and said the right frames were sent. I asked for a credit. That are totally misrepresented on the website. This has happened to me before. I’m going to try another eye glass online store.
Date of experience: August 21, 2022
Hi Donna, I'm so sorry that you are not happy with your FramesDirect experience. I have located your order and informed the Customer Support manager of your concerns. Someone will be reaching out to you as soon as possible. We appreciate your patience and thank you for informing us about this. Regards, Leslie
Sandie Larson
1 reviews US
I ordered glasses after breaking my…
I ordered glasses after breaking my current pair. Paid ro have the shipment expedited. UPS says they delivered the package, I never received it. I have called multiple times trying to get some help. They did start an "investigation" with UPS. I have since spoken with UPS, 3 days ago, they said they would let them know right away that they couldn't show the shipment had been received. I've called twice since then, the lack of concern from the customer service dept is appalling, they are "following policy" and when they get the response from UPS they will get the order out. Meanwhile, I am walking around with taped up glasses trying to get by until they get around to helping me because I used all of my eye benefits to purchase from them. DO NOT BUY FROM THEM!
Date of experience: August 20, 2022
Hi Sandra, 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 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
Kimberly Rodriguez
1 reviews US
They offer PayPal payments but there is a limit you can purchase through PayPal.
They offer PayPal payments and that’s what I did. I ordered two pairs through Klarna and two with PayPal because the total was maxing out at 3k. I was set to go on vacation and ordered these in enough time for them to make it for vacation. After back and forth of confirming I wanted the glasses and that I could only return one pair per order they decided to cancel one order and have me place it again except separately. Still paid through PayPal. My glasses didn’t make it in time for my trip. After all the non sense, no apologies were made for the inconvenience, no discount, nothing. Just oh well. Why have an acceptable form of payment there if you can’t use it after a certain price range? Love my glasses, but needless to say I may just continue to order my lenses at in person stores like I have been.
Date of experience: August 12, 2022
Hello Kimberly, Thank you so much for your review. I am sorry that you were not happy with your FramesDirect.com experience. I believe there may have been some miscommunication. FramesDirect does not have a purchase limit for PayPal purchases. However, each order is reviewed individually by PayPal and by FramesDirect.com separately and some limits could have been placed for security reasons by either PayPal or FD. I will have a manager look into this. We will be in contact with you as soon as possible. Our Returns Policy does mention that we may limit the number of items on an order or limit the number of returns, which helps us keep our prices low. Returns Policy: https://www.framesdirect.com/customer-service/returns-and-exchanges We are glad to know that you love your glasses and we appreciate the feedback. Regards, Leslie
Erik Tamez
1 reviews US
Be careful with this company…..
Made my order on July 16th; today is August 10th and they couldn’t provide me a tracking number, I pay $4.95 and chose via UPS to be able to track it and nothing, then I received an email saying the item got lost and that they opened an investigation with UPS. Very disappointed, I actually want it to buy more prescription glasses with them…..
Date of experience: August 11, 2022
Hello Erik, I am sorry to hear that that there were delivery issues with the package. We do have a process to help our customers if a package ends up going missing or damaged. The investigation was started for you when you reported the issue but we received a chargeback from PayPal the day after. Due to the chargeback received, the investigation was cancelled and we are no longer able to assist you. You have already been refunded due to the chargeback received. If you have further questions, please reach out to PayPal. We try our best to resolve the issue to the customer's satisfaction when we hear of an issue with one of our shipping carriers and we usually do, but cannot proceed when a chargeback or dispute is filed. We do appreciate your feedback. Regards, Leslie L
sean foy
1 reviews US
Terrible service - Avoid this company.
Terrible service. I ordered my glasses on July 7th. They were supposedly delivered on July 20th. As of August 8th, they have still not solved the situation for me. Can't provide proof of delivery, Haven't replaced my glasses. Have stone walled me for 5 days. Absolutely appalling.
Date of experience: August 08, 2022
Hello Sean, I'm sorry to hear of any issues with your package. I reviewed your order and UPS tracking information. Tracking shows the package was delivered 07/19/2022 9:56 A.M. We do have a process that can assist you with lost or missing packages. Our process involves opening a lost package investigation with the carrier. Any packages deemed lost by the carrier can be replaced once the investigation is complete. It appears that an investigation is in process. I will have the Customer Support Manager review your investigation and reach out to you as soon as possible. I see you were asking for proof of delivery as well. I've also sent the proof of delivery form from UPS to the manager so that he can provide it to you. We appreciate your patience. Regards, Leslie
Savannah Rose
1 reviews US
Can only order 3 frames at once!!
Can only order 3 frames at once!!! No way around this. If you want more than 3 told you can to go through the manufacturer. Ridiculous.
Date of experience: August 03, 2022
Hello Savannah, I am sorry to hear that you were unhappy with your experience with FramesDirect.com. We cannot sell items in bulk for potential resale issues. We do not offer a try on service and so each order is reviewed individually for potential risks. Our Return Policy does state that we reserve the right to limit the number of items on the order and/or the number of returns - https://www.framesdirect.com/customer-service/returns-and-exchanges. If you wish to purchase in bulk or wish to be an authorized vendor, we can suggest to reach out to the individual manufacturers for information on how to purchase bulk items or how to become an authorized vendor. Thanks for your feedback. Regards, Leslie
Diana Nelson
1 reviews US
My glasses never showed up!!
My glasses never showed up!!
Date of experience: July 31, 2022
Hi Diana, Thank you for reporting this. I will have a manager look into this and contact you as soon as possible. Thank you so much for your patience, Leslie -- Dianna, A replacement order was sent out to you. You confirmed on 8/15 that you received the replacement and the glasses. Thank you for working with us and I am glad your son is enjoying his new glasses. 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.