I am extremely disappointed...
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.