Frames Direct (www.framesdirect.com) has a 4.4 out of 5 rating on OK.one, based on 200 user reviews collected here. It is listed under Health & Medical and its reputation is good. 84% of reviews are 4 stars or higher and 12% are 1 star; The business has replied to 96% of negative reviews. Last updated 2026-08-10.
I really enjoyed my purchase with Framesdirect.com. If I was reviewing on just the order, I would have given them 5 stars.
The issue started when I needed my glasses replaced under warranty. Based off of my experience with warranty replacement, I would rate Framesdirect.com 1 star.
I had Rayban Meta2 glasses that lost a screw. No replacement screws, they had to replace under warranty. Insane economics, but ok...
Framesdirect received my glasses back on July 3. They sat for 2 weeks in their intake department, unaccepted. When I called they found them. Now at that point my glasses should have been placed as the next to go to the lab. They were not. That was 7/15. I did not receive an email until 7/21 that it would be 7-10 more business days. On 7/22 I called to change my delivery address because I moved. On 7/27, I received ANOTHER email stating it would be 7-10 days.
I called. I was told, basically, sorry, that when I changed the address they had to cancel the order and put in a new one. My frames went to the lab on 7/25 and it would be 7-10 days from that day, nothing they can do about it. Some of the most atrocious customer service I've had to deal with. The people were nice, but the service, garbage.
So, 3 stars (5* for initial order, 1* because of warranty replacement)
Reply from Frames Direct2026-07-30
Thank you for your review! We’re sorry to hear of your recent experience and we’d be happy to look into it for you. Please submit your information to: [email protected]
Got my glasses quicker than I expected, checkout process was very simple (especially fsa/hsa is super simple to add) and glasses came well packed to avoid any damage during transit. Super satisfied and will be purchasing again from them in the future.
Reply from Frames Direct2026-07-28
Dear Dalila,
We're so happy to hear that your glasses arrived quickly and that the checkout process, especially with FSA/HSA, was simple for you. It's wonderful that your order was well-packed to prevent damage. We truly appreciate your satisfaction and look forward to your future purchases!
Have a great day!
Best,
Leslie
I broke my prescription sunglasses (frame). I tried my local optometrist and was told I didn't buy them there. I checked my records and realized I'd bought them while still living in another state. So, I started looking online to see where I might find the identical pair. I found them on Frames Direct. The website told me where to look for the numbers I'd need to order. They arrived quickly after ordering. My husband was able to take the lenses from the original broken frame and put in the new frame. Now, I am being vigilant putting sunglasses where they might not get sat on!
Reply from Frames Direct2026-07-27
Dear Sally,
We are so pleased to hear that you were able to find the exact replacement frames you needed on our website! It's wonderful that our site provided the necessary information to help you order, and that your husband was able to successfully transfer the lenses. We appreciate you sharing your positive experience with us. Have a great day!
Best,
Leslie
I was able to find a frame that had been discontinued everywhere else. The ordering process was quick and easy, and I really appreciate that FramesDirect still had it in stock. Without them, I probably wouldn’t have been able to replace my glasses. I would definitely recommend FramesDirect to anyone looking for hard-to-find frames!
Reply from Frames Direct2026-07-27
Dear Dragana,
We are so happy to hear that we could help you find the discontinued frame you were looking for! It's wonderful to know our ordering process was quick and easy for you. We appreciate your kind words and recommendation.
Have a great day!
Best,
Leslie
I received my order quickly. I was very happy with the pricing. I will order from Frames Direct again!
Reply from Frames Direct2026-07-27
Dear Donna-Jean,
We are so pleased to hear that you were happy with the quick delivery and pricing of your order. We truly appreciate your kind words and look forward to serving you again!
Have a great day!
Best,
Leslie
A large selection, easy to maneuver website, ease of using vision insurance and very quick service.
Reply from Frames Direct2026-07-23
Dear Gene,
We're so glad you found our website easy to use and appreciated our selection. We aim for quick service and smooth insurance processing!
Have a great day!
Best,
Leslie
Great selection of sunglasses and it was very easy to upload my prescription information. It’s also very convenient that I was able to utilize my vision insurance and HSA funds to purchase.
Reply from Frames Direct2026-07-23
Dear Ryan,
We're so glad to hear you found a great selection of sunglasses and that uploading your prescription was easy! It's wonderful that you could use your vision insurance and HSA funds for your purchase.
Have a great day!
Best,
Leslie
Best prices, fast shipping and great customer service
Reply from Frames Direct2026-07-22
Dear Bill,
We're so happy to hear you appreciate our prices, fast shipping, and customer service. We value your feedback!
Have a great day!
Best,
Leslie
Great customer service when I needed glasses adjustments.
Reply from Frames Direct2026-07-22
Dear Nicholas,
We're happy to hear our customer service was great when you needed glasses adjustments. Thank you for your positive feedback!
Have a great day!
Best,
Leslie
It was easy to place my order and I was able to use my insurance. The product shipped quickly and was in perfect condition. I will definitely order again.
Reply from Frames Direct2026-07-22
Dear Sammie,
We're so happy to hear that placing your order was easy and that you were able to use your insurance. We're also glad the product arrived quickly and in perfect condition. We appreciate your positive feedback and look forward to your next order!
Have a great day!
Best,
Leslie
Ordering was easy and price was affordable and competitive . Shipping experience went smoothly and order received as promised. Glasses were packed nicely in shipping box. Frame look great! I recommend Frames Direct.
Reply from Frames Direct2026-07-22
Dear Rosanne,
We're so glad to hear that your ordering experience was easy and that you found our prices affordable and competitive. It's wonderful that your shipment arrived smoothly and that your glasses were well-packed and look great! Thank you for recommending us.
Have a great day!
Best,
Leslie
12 weeks to receive my new glasses. The temple on my drill mounts fell off after less than a wekk of receiving them. Thhe only thing Frames Direct will do is refund them once they receive them so, I get to go out and purchase from somewhere else and wait another 12 weeks.
I cannot give a lower score than 1 star. If I could I would give them a negative 4 stars. DO NOT USE THIS COMPANY!!!! I will be reporting this to my insurance company sice Frame Direct was a prime vendor for my insurance company.
Reply from Frames Direct2026-07-30
Thank you for your review! We’re sorry to hear of your recent experience and we’d be happy to look into it for you. Please submit your information to: [email protected]
I have no words to express how grateful I am with Frames Direct. Thank you all for your great customer service and for the easy process and fair prices in getting prescription glasses.
Reply from Frames Direct2026-07-20
Dear Emmanuel,
We are so grateful for your kind words! We're thrilled to hear that you had a great experience with our customer service, easy process, and fair prices for your prescription glasses. Thank you for your wonderful feedback!
Have a great day!
Best,
Leslie
Dear Joe,
Thanks for the kind review and perfect rating! We love hearing from our customers and we appreciate your positive feedback! We value you as a loyal customer!
Have a great day!
Best,
Leslie
Frames Direct supplied the eyeglass frame I wanted which shops in my area won’t deal with. I appreciate the flow of information detailing each step of the order fulfillment process, order processing, shipping and tracking.
Reply from Frames Direct2026-07-20
Dear Bryce,
We're so pleased to hear that we could supply the eyeglass frame you were looking for! It's wonderful that you appreciated the detailed information about your order's journey, from processing to delivery. Thank you for your kind words!
Have a great day!
Best,
Leslie
My frames are beautiful!!!
I had them before but someone stole from my convertible! Should have known...as an Ophthalmic tech it was to me easier and more affordable to order since normally drs. jump the price up so much!!! Will order from you from now on!
Thank you!!!
Reply from Frames Direct2026-07-17
Dear Kay,
We are so glad to hear you love your new frames! We understand how frustrating it is to have items stolen, and we appreciate you choosing us again. We are happy we could offer a more affordable and convenient option, and we look forward to serving you in the future.
Have a great day!
Best,
Leslie
Frames were exactly what I ordered. Arrived safe and fast.
Reply from Frames Direct2026-07-17
Dear Marcelus,
We're so glad to hear that your frames were exactly what you wanted and arrived safely and quickly! We appreciate your positive feedback.
Have a great day!
Best,
Leslie
I am extremely disappointed with my experience purchasing lenses from FramesDirect. After only about three months of careful use, my left lens developed three noticeable scratches directly within my line of sight. I handle my glasses properly, store them in their case, and use an appropriate soft cloth to clean them. I have worn glasses for years and have never had lenses scratch this easily, even when I did not pay extra for a scratch-resistant coating.
When I contacted FramesDirect, I was told that scratches are considered normal wear and tear and are not covered under the manufacturer’s warranty. Their only proposed resolution was a 20% discount on a replacement set of lenses. I understand that scratch-resistant does not mean scratch-proof, but I do not believe that scratches affecting my vision after only three months should be considered reasonable wear, especially given the added cost of the lenses (I wear high-index progressives).
The response left me feeling that I was being asked to pay again for lenses that did not hold up under normal, careful use. This experience has made me question the quality and durability of FramesDirect’s lenses. Based on both the product quality and the resolution offered, I would not purchase lenses from this company again.
Update 07/20/2026: After expressing my concerns, requesting that my case be escalated to a supervisor, and explaining that I would be filing a complaint with the Better Business Bureau if no meaningful resolution was offered, I received no response at all. My request for escalation was simply ignored. Regardless of the warranty policy, I expected better communication and customer service. The complete lack of follow-up has been just as disappointing as the quality of the lenses themselves.
Reply from Frames Direct2026-07-21
Hello Jasmin,
Thank you for ordering your glasses with us. I am sorry to hear that your lenses are scratched and that you did not receive a response to your request to speak to a supervisor. I will have a member of management reach out to discuss your order.
