Frames DirectReviews 86

framesdirect.com use to be THE place to buy glasses - designer frames, discounted lenses and orders were filled promptly and correctly. Not so any more. My lens prescription was changed to add prisms to it. My first order of prescription eyeglasses did not have the prism in it. I had to send back, wait and have them remake.
I then ordered a pair of prescription sunglassess. After 3 weeks and a series of other confusions on their end, they cancelled the order. I reordered 3 pair of prescription sunglasses. 2 pair just arrived and they do not have the prism lenses in them. This means I see double vision. Not good while driving. I have to send these back and have them remade. The way they operate now, this will be another 3 weeks.

They just do not have their act together anymore.

I'm looking for another online website with designer frames. Zenni is supposed to be great but not designer frames - maybe I should just use them!

Over the past 10 years, I've had excellent experiences with three other online eyewear retailers. Customer service on those sites has been exceptional, and my orders have always gone smoothly. Unfortunately, my experience with Frames Direct has been disappointing.
Over the past year, I have purchased and kept at least five pairs of glasses from Frames Direct, while also returning five pairs. Given my demanding work schedule, buying glasses online is far more convenient and time-saving than visiting a store. However, as glasses are one of the first things people notice and that I wear every day, it's crucial that they both look good on my face and fit well. While I appreciate the reduced prices, I'm still paying around $300 per pair, so being able to try them on and return them if they don't fit is essential.
Recently, I attempted to purchase another pair, only to be informed by customer service that my future purchases would be final sale due to the number of returns I've made, meaning I would have to keep the glasses regardless of fit. I reminded them that despite my returns, I had purchased and kept five pairs this year alone. Unfortunately, they were unwilling to accommodate my situation, even after I offered to buy just one pair at a time.
This policy feels unfair, especially for a loyal customer who has spent a significant amount of money on their site. There are other online eyewear retailers that I have used where I've never been penalized for returns, and they appreciate me as a frequent buyer. I can't justify risking $300 on a pair of glasses that may not fit, and this experience has left me disappointed with Frames Direct's approach to customer service and loyalty.

I placed an order on their website, and they took money from my account via paypal. The next day, they emailed me telling me the order was not in stock and I should select a different color. Nowhere did they say the other color would cost more than twice as much money. I was shocked that they replied with this information only after I asked. Had I not been more suspicious, I would have been stuck with a large bill. Highly recommend avoiding this company and their bait and switch tactics.

Scammers. All you need to do is click on their ads and see the deception between the ad and the actual site. I did not and do not plan to purchase from this business.

First ordered and paid for my frames on 11/8/23 only to learn on it 11/9/23 that the frames were backordered. I probably would have ordered a different frame had I known. On 12/14/23 my glasses were shipped. Once I received my glasses I began having problems with my glasses. One lens was not tight and fell out repeatedly. The clip on sun glasses did not seat properly.

Eventually the lens fell out causing it to chip. On 1/11/24 I reported the issues to Frames Direct and was sent a return shipping label. On 2/8/24 my glasses were shipped back to me with all the problems corrected.

Although the ultimate outcome was positive, you can probably understand my frustration with the entire experience.

I placed an order 9-6-2023. It took almost a month to receive the order of 2 boxes of contacts. I paid with Klarna and 11-16-2023 I went to place another order and was told by Cole that my order from September was charged back and i told him that was untrue as I had proof that I paid it. He would not get on the phone with me and Klarna and kept telling me Leslie has to look into it. When I contacted Klarna they stated what he said was untrue. I called Cole back to see what if anything was being sone on their part as I wanted this cleared up he got very ignorant with me and told me tI had to clear it up! Never order from there I have the email klarna sent them and me telling them the charge was not charged back!

Do NOT do business with them! 10/16 I placed an order for Lilly Pulitzer glasses. 2 days after I placed the order - they emailed stating not only would they not offer the price match guarantee - it was now going to take A MONTH to get my glasses. Nice days later tho I received the glasses - and they made them wrong. I immediately shipped the glasses back 10/25. USPS Priority shipping had them arriving 10/26. I was told I would have them re-made glasses back to me the following week. Today is 11/15 and I still don't have the remade glasses - that they made wrong in the first place. They're a progressive bifocal so they had to be pushed way down on my nose to actually use them as a bifocal. Requested a refund and repurchased elsewhere - these are scheduled to be here next week.

I bought a pair of Versace glasses, rather expensive from Frames Direct and a little over a year the coating on the lenses starting peeling off. I wanted to return, nope, out of warranty. Wanted to get just the lenses, nope, frames not offered anymore, won't sell lenses in case something happens to the frame. I just want a new pair of glasses, and not get rapped.

Was a customer for over 10 years. This year I buy a pair of glasses. It arrives. Comes with warning label. This has digital filter it may not work for you. Return if it does not...

Well I returned it... no refund...

I call

Am told that I don't get a refund and glasses are with manufacturer and told have a nice day.

I say I want my money they say no I say connect to supervisor or I'm calling the bank. Connect.

Oh that agent was misinformed you do get you money back here

Wel after ordering glasses after glasses with no issue I am now banned... really. Because I mentioned I would go to the bank cause your one agent was miss informed. And you were gona commit fraud... common

HORRIBLE CUSTOMER SERVICE.
I ordered glasses and the email that l received said they would be shipped express with next day air. To be fair, that email did state 2 business days.
The LAST email l received stated glasses were complete and would be shipped UPS next day air, leading me to believe they would arrive Saturday. They arrived Monday. I called customer service to ask about it because I was under the assumption I would get them on Saturday. The woman I spoke to, Diana was very rude and actually laughed at me and hung up at the end of the conversation. I paid $17.95 when I could've paid less. I requested they explain it. When another representative called me on Monday, he couldn't care less about the way I was treated and implied it was all " my perception ". He could have at least refunded the shipping as a courtesy for extremely poor customer service.
My poor review is not because of the product but because of the horrible customer service experience. Representative Diana should not laugh at a customer seeking resolution on the delivery of my $926 pair of sunglasses. INEXCUSABLE!

Be aware of the scams because Walmart sells the same lens at a cheaper price Wayne Bartholomew. Because of Covid there was a delay in my order so I threaten to call my credit card company and they placed me on the list do not buy from frames Direct

I used to love this website for glasses because of their options then i realized you are not actually getting any kind of discount (which is especially annoying since AFeyewear-military discount discounted glasses is now frames direct) if you find a pair you like i highly suggest taking a screenshot of them and searching throughout other websites certain frames they have $485.00 & $530.00 are sold on other websites for $200.00- $300.00 range. YES they do price match but only one discount per item so if you get the frames you like for the lower price their lenses will just make up the difference (in some cases more) which in my opinion totally defeats the purpose of having a price match options. It also says they do not accept prices lower than their advertised price... which is literally price matching. I will say they're very responsive and kind and i never once had an issue receiving my glasses in mint condition with great customer service. Wait time is better than most but they still take a long time to be made before they are sent out. Another thing is you over pay for their lenses if you do not get the 60% off they'll charge you the price you could have got sapphire or other higher quality lenses for therefore still over paying.

It has never been so difficult to buy a pair of glasses.
I ordered 1 pair from this website using my PayPal and I was excited because of the great prices!

The next day representative Natally sent an email saying it was declined and to contact PayPal. I talked with PayPal and the transaction was on hold waiting for frames direct to confirm the order.

I order again with a different payment method to avoid any other issues and again my order was cancelled! I tried it one more time with that same card and it went through.

Then I receive an email asking for a picture of my prescription. I send it and I receive another email asking for a better picture. I send that too, no problem.

I didn't hear back so I called the customer support number and believe I spoke with a Sarah. I wanted to make sure everything was fine and the order was placed. Sarah assured me that it was, that the prescription was received and I'd receive the order in 10 business days.

Just when I think this nightmare is over, I get ANOTHER email from representative Natally saying they put my order on hold because they wanted me to pay $60 more and upgrade to better lenses for my prescription.

Why are you putting peoples order on hold to get more money out of them? If I wanted better lenses then I would have ordered them that way.

Absolutely horrible customer service. Throughout the experience, Natally was very condescending via email. I decided to tell Natally I was no longer interested and to cancel it. I will stick with eyebuydirect from now on because what a nightmare. I genuinely didn't think it was possible for ordering glasses to be so difficult.

Here was my experience with Frames Direct...ordered frame and lenses, and charged on January 24th. Over the next month 3 emails saying my frame was delayed and delivery would be 2 weeks later. Final one stated March 13th! When I called to cancel due to all the delays, I was told that the frame was unavailable. So a month wasted and no product! Can't comment on quality...never received anything. Would I use them again? Absolutely not! I you try them...don't be in a hurry!

Waste of my time.

Took an hour finding the sports gogglebi wanted. Put in prescription numbers and placed the order. Then I got an email from their customer service that I need to upload a photo of a physical optometrist prescription. I had a photo if the prescription that has all the info (the numbers, my name, doctor's name) and just had the date of exam cut off. I specified in the Email response the date of the exam, but they. Rejected the photo as a valid prescription.

Since I couldn't find the physical copy of the prescription, I had to cancel the order. Extremely irritated by the experience.

Waste of my time.

This is the only company I've had an issue with mailing to my po box. Now I'm waiting on a refund. glassesusa.com completed my order without any issues.

A terrible buying experience. After more than two months still haven't received my order. Framesdirect blames Wiley Labs for the delay and for the fact that, according to them, the glasses didn't pass inspection…TWICE! I blame Framesdirect for either being incompetent, or using incompetent suppliers. My prescription is not a high magnification, and isn't a complicated one. They are happy to receive your order and take your money, but when you call to inquire, they just say that they "expect " your order to be completed on Friday of the week you call…putting off your complaint until the following week anyway, and maybe hoping that your order might arrive!

The promotion for Thanksgiving was good…The Hook…but worthless if they only take your money and can't provide the product. Live and learn. First time to order and last!

Unless you are of a certain class of people they will not serve you or your family; it's their policy!

I purchased a pair of "non-breakable" frames that broke. Frames direct sent a replacement order after I paid out of pocket to return the broken pair. The order they shipped was incorrect. I had to pay to return those as I live in Canada. They then sent the wrong order a second time. Now they are telling me that I have to pay out of pocket AGAIN to return those before they send the correct pair. They are offering a store credit to cover $75 in shipping costs. There is no way I will purchase another pair of glasses from this company so a credit is useless. I DO NOT recommend this company!

I have received the glasses and there worst than before, you have totally screw up the hole package. I don't understand after 25 years that I have been wearing and ordering glass you're the worst company I ever had to deal with. I can't even drive with them its to dangerous for my safety. You even made a mistake on the prescription, I had to get it inspected and I even advise you, you redid them and still not done properly.
Now I must replace all the lenses from an optometrist here and its going to cost me even more.