Business Profile

Contact Lenses

Lens.com, Inc.

This business is NOT BBB Accredited.

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This business has 1 alert

Pattern of Complaints

Complaints

This profile includes complaints for Lens.com, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

617 total complaints in the last 3 years.
67 complaints closed in the last 12 months.

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The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:03/07/2024
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I purchased a product (contact lenses) in which I uploaded my prescription as Ive done in the past. One of the boxes sent was the wrong prescription and off by a lot. I contacted the company and told them they are not opened and I cannot use them. They sent me a form to send them back for a full refund. When they received them they told me they cannot refund me because they was a **** on the box and they were open. (They most definitely were not opened). Then proceeded to tell me they are going to destroy them or I can pay to have them sent back. (They are no good to me but now I have no use for them). This is not what the representative explained in our chat at all. I was only asking for what I paid for and was their mistake. They proceeded to say my eye doctor told them my prescription changed when they called to verify. This isnt true because my eye doctor left in August 2023. Im beyond frustrated as Ive ordered many times from this company and this seems like a scam and this is technically theft in my eyes. I only wanted my refund to reorder from them which I wont be doing now. These companies get away with things like this all of the time and it is unacceptable.
Business Response
Date: 03/08/2024
After reviewing your account, we have issued a reshipment of the right eye. Please be sure to review your RX prior to writing on the box or opening.

Customer Answer
Date: 03/08/2024

Complaint: 21398222

I am rejecting this response because:
Its the left eye!!!! Its always been the left eye. Also I just paid and had to reorder from another company because this is something lens.com would not do for me when I initially asked and asked multiple times afterwards.
Sincerely,

*************************
Business Response
Date: 03/11/2024
It appears we have reached out to you via email to confirm the reshipment of your left eye per the email conversation on 3/8.
Customer Answer
Date: 03/12/2024

Complaint: 21398222

I am rejecting this response because:
This puts me in no better place than I started with unfortunately I received another email that it will be credited instead so now Im very confused as to are they sending out the left eye which I already purchased from somewhere else or crediting the account which Id rather not use this company any further. This seems to be a tactic to keep their head above water but still forgetting this could of all been avoided in the first place

Sincerely,

*************************
Business Response
Date: 03/13/2024
The email regarding the credit was in regards to a credit placed toward your order for the left eye. At this time, we ask that you contact us to provide a resolution that is satisfactory to you. You may call us at ************.

Customer Answer
Date: 03/13/2024
The company finally reached out today about issuing a refund that will take 3-5 business days.
Initial Complaint
Date:03/06/2024
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Hi I ordered $650.19 worth of contacts to receive a $220 rebate on 2/07/24. My order arrived in a couple weeks and one of boxes were damaged in shipping due to rain. The contacts were fine but UPC and lot# bar code is unscannable. I was told this would make it not eligible for the rebate. I figured if that's true i should return the 7/8 boxes that were unused. Apparently since i started the rebate process that instructs you to cut the bar codes off and send in mail had made these boxes un-returnable... it has been an absolute nightmare to find a solution to this problem. I had even offered to buy another box but they rejected the solution. I over paid for these contacts based on the offered rebate. I will never buy from this company again and I advise others to review my experience before doing so.
Business Response
Date: 03/08/2024
Our rebate program is completely automated and powered by rebatecard.com. Lens.com instructed to contact rebatecard.com for a resolution. Per the email communication sent to you on 3/7, we've advised you to send in the UPC's that are available to you, and we will accept your rebate. Our Lens.com site does provide you FAQ's regarding our rebate submission process which states the UPCs were needed in order to eligible for the rebate.
Initial Complaint
Date:03/03/2024
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I made 3 purchases on Lens.com, since 2022, that were entitled to rebates - $95, $95 and $40. I submitted all rebates documents, but did not receive any of them. Only until after several communications about the issue, they finally sent me one $95 rebate on 12/26/2023. Whenever I ask about the other 2 missing gift cards, the company that is now in charge of Lens.com rebates tells me that these were either already sent, even though I have never received any of them, or they will resend them in about 10 days, or "lack of funds". I am glad that I made a print screen of my pending rebates, because at this time they don't even show any of my pending rebates. I am attaching my print screen and I added notes showing which rebate was received and which are still missing. I appreciate if BBB can contact them with my issue, although I saw that message stating that they are not responding to BBB's request for answers.
Business Response
Date: 03/04/2024
Upon reviewing our communication, it appears the cards that were requested to be reissued have already been used and no funds are available to reissue new cards in the amount of $95.00 and $40.00.
Initial Complaint
Date:02/29/2024
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On Monday ,February 26, 2024 I purchased 4 boxes of contacts on lens.com. The grand total of contacts was $124.96. I opted for standard shipping which was an additional $9.99. I was told when I purchased the contacts that I would have an $85 rebate for the four boxes that I bought which would initially make them $9.99 a box, but I would have to send that in after purchasing ,which I knew. To begin with the contacts were $31 a box. I went ahead and checked out after checking out I was told my new total that was charged to My PayPal was $233.87 so I contact lens.coms chat to ask how did this go up over $100 when taxes are not that much and they told me it was fees but they didnt know what the fees were for. All of the things that lens.com had sent me prior to this did not disclose what the payment was broken down so chat sent me a copy of the receipt and all it states is that there were added fees of $98.96. I reached out to lens.com via email to explain this to them. They still cannot tell me what the fees are for and state that they are taxes and such. ******** state taxes on $124 is not almost $100. I personally want that $98 back minus whatever the taxes would be on that because they still would not disclose what these fees are for. I agreed to pay the $124 plus the shipping not over 200 and some odd dollars! and to not tell someone thats what theyre paying until after they paid it it is ridiculous. I have ordered from many different contact companies and never had this issue before.
Business Response
Date: 02/29/2024
The taxes and fees are applied to all orders, and we are unable to change the amount, remove or refund you. Taxes are tax recovery charges for tax obligations where applicable and the fees are compensation for servicing your order.
Customer Answer
Date: 03/01/2024

Complaint: 21364692

I am rejecting this response because: the 98$ was never disclosed before purchasing. I didnt agree to pay fees that no one can explain to me what they are. I agree to pay taxes but not these fees that are almost as much as my order itself! Ive posted a photo where they added the fees without showing them. I was completely unaware of these fees until after purchasing and I had to ask for a detailed receipt to even see the fees. Nothing they sent me upon ordering showed these fees. Fees
Were not added on until AFTER I had paid. It did not disclose fees before purchase. I agreed to pay ****** plus 9.99 shipping. If I had known about the ***** in fees I wouldve never ordered. They shipped them immediately after ordering so I couldnt cancel and they wont let me cancel the order.
Sincerely,

Ashleigh North
Business Response
Date: 03/01/2024
Within the Order Summary page as you provided, we show you the order total. While going through the checkout process, the shipping information page provides you the total with shipping, taxes & fees to show you the total charged to you. We also provided you an itemized receipt showing the fees.
Customer Answer
Date: 03/01/2024
And yet you still are not telling me what these fees are for. That showed up as I clicked pay! When I went to pay it was the 124 and the 9.99 shipping. Im still amazed that I was charged over 100$ MORE than what the product I purchased was even worth.
Initial Complaint
Date:02/18/2024
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Like many other comments here, my experience is also about the rebates offered. I purchased over $869.79 worth of lenses, mostly due to the generous $290 rebate offered. The order was shipped on 3/1/2023 and I submitted the rebate form along with 8 proof of purchases on 4/20/2023, approximately halfway into the "3-month" window requirement. A couple weeks before the expiration in May, 2023 their rebate tracker showed that it was received and being processed. However, when I called a few days after the expiration of the 3 month window due to no update or acknowledgment of the rebate being processed and approved, ******* on the phone told me the rebate was received too late. At the time I didn't understand the discrepancy, but after reading all of the reviews on BBB, it is along the same line of incompetence and deception that others have experienced. I will no longer make any purchases from this business, yet they have the audacity to call and remind me I'm due for my annual purchase of lenses.
Business Response
Date: 02/20/2024
The order was shipped on 3/1/2023, we offer ************************************************ your rebate form along with your UPC barcodes. According to our records, the rebate form was received on 6/2/2023, it expired on 5/28/2023. Our rebate program is automated and designed to provide all our customers with an equal opportunity to save money on their contact lenses. To ensure the integrity of the program we treat all customers equally. As such, we cannot make exceptions to the rebate redemption procedures. Lens.com is not responsible for any lost or stolen mail.
Initial Complaint
Date:02/13/2024
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On 11/15/23 I purchased 8 boxes of contacts. This qualified for a rebate of $290. I mailed the rebate Certified Return receipt mail as suggested on 1/6/23. It was picked up and signed for at the post office on 1/29/24. They state they never received my rebate information and the deadline was 2/12/24.
Business Response
Date: 02/14/2024
Currently, we do not have a record of your rebate being received. Please provide the tracking number for your letter so may investigate further.
Customer Answer
Date: 02/14/2024
See attached information
Customer Answer
Date: 02/14/2024

Complaint: 21288685

I am rejecting this response because:
Please see attached documents.

Sincerely,

*********************
Business Response
Date: 02/15/2024
We have reached out to the Rebatecenter and your rebate has been approved and in processing. Please go to rebatecard.com to check status of your rebate.
Customer Answer
Date: 02/15/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I would like to add that it seems ridiculous that I had to complain to the BBB in order to get any action from Lens.com. They need to improve their customer service.

Sincerely,

*********************
Initial Complaint
Date:02/11/2024
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I contacted Lens.com to order contact lenses to hold me over until my 2/19/24 appointment. My Ophthamologist does not carry contacts. My last appt was 2/11/2024. After they reviewed with my doctor my prescription was valid I was sent out my order. My order sent was not what I ordered and MUCH cheaper. To exchange the item it would be a whole process starting over and extra money to expediate it. I requested just what I ordered sent within 2 days. I requested the *** label to send the UNOPENED item back. There is still no resolution and I am still out of lenses. Thank you for your time. -*******************************
Business Response
Date: 02/13/2024
For instances like this, the resolution is what you have described so far. We provided to you a prepaid return label to return the products to us. Once we have received the return back at our warehouse, a refund will be processed back to the original method of payment. As of today, we have not received your return from the post office. Per the email sent to you, this is your return tracking number (**********************) which is trackable via ***** You can receive updates via tracking or also by checking your email as we will email you as soon as the refund has been processed.
Customer Answer
Date: 02/14/2024

Complaint: 21277766

I am rejecting this response because: I sent the WRONG PRODUCT YOU SENT TO ME BACK. After you confirmed the mistake was your own, you still refused to overnight the product I ordered and paid for. I requested the refund and was told no. I packed the item back in your box that was sent to me and mailed it back. I put it in the mailbox yesterday morning (2.13.24). Ive never thought ordering contacts would be this type of hassle.

Sincerely,

*******************************
Business Response
Date: 02/15/2024
We have two options. We can process a refund for the order, or we can process are reshipment of the correct lenses. Please advise which solution you prefer.
Customer Answer
Date: 02/15/2024

Complaint: 21277766

I am rejecting this response because: I asked for the contacts I ordered to be sent overnight
and was told the entire process needed to be started over causing ANOTHER delay. At this time I request to receive what I ordered (precision 1 daily contacts) by Saturday, February 17, **** OR I want a full refund. In the form of original payment, which was credit card. If no resolution I will dispute the charge to my credit card company being as I returned the incorrect contacts sent to me. Thank you for your assistance.

Sincerely,

*******************************
Business Response
Date: 02/15/2024
Per your request, we have processed a refund for the full amount of your order. You will receive an email with the information.
Initial Complaint
Date:02/07/2024
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Lens.com offers rebated when you make large purchases on their online platform. The rebates are very appealing. I placed the order, sent in my receipts with cut outs of the box codes as requested and shipped in the mail. They are now denying my rebate saying they never received my mail. This is the second time I am being denied a rebate after following all steps. They have numerous complaints on this on Reddit and BBB for this and need to be investigated for withholding from customers.
Business Response
Date: 02/07/2024
Your rebate has been received as of 2/7. Please go to rebatecard.com to check the status of your rebate.
Initial Complaint
Date:02/06/2024
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On 1/1/24 I submitted order for my contacts to Lens.com online. Received a call from CS next business day saying that 1 of the orders were no longer available, so we changed it to the replacement lens. Order submitted 4 days later received email that my order was canceled. It's now 4 days into the new year. I am livid! Called talked to CS after bouts of me complaining they order was submitted technically a 3rd time. It is now 1/4/24. Since then order has been rescheduled on total 7 times. I called their supplier Alcon last week and was told by one of their CS Rep that my contacts were in stock and don't know why I am not receiving my product. I think Lens.com are withholding my contacts because from the initial conversation I wss NOT nice at All! Due to the fact this is the 3rd yr of me ordering from them and I feel that they should not of waited 4 whole days to inform me that my original order was canceled. They have once to offer me anything for this inconvenience they have submitted me to. I don't have more contacts so my vision is being effected. I have been wearing the same one for over a month, in which my new subscription is stronger. Can you please help me resolve this issue. Thanking you *******************
Business Response
Date: 02/07/2024
Your order has passed prescription verification. However, since the parameters that meet your vision needs fall just outside the range of the most common lenses, we had to order them directly from our supplier. Originally, we anticipated receiving your contact lenses by Feb 13, ****, 12:00AM. There will be a slight delay. Please accept our sincere apologies for the delay. Our supplier has assured us we will receive your contact lenses by 2/19/****.
Customer Answer
Date: 02/07/2024

Complaint: 21253126

I am rejecting this response because: It should not have taken over a month for prescription verification because the subscription from the optometrist was uploaded on the original order date of 01/01/24.
At this point they are using ALL excuses to condone the poor experiences of me not receiving my product in a timely manner, and receiving auto generated responses! I WANT TO TALK TO SOMEONE WHO WILL GURANTEE THE RECEIVAL OF MY PACKAGE AND OVERNIGHTED TO ME ON THE 19TH AFTER LENS.COM RECEIVE IT! Point blank!!!That's the least they can do for my inconveniences . So NO their response is not accepted!!!

Sincerely,

*******************
Business Response
Date: 02/09/2024
Great News! Your order has shipped! You may track your package via DHL.com or USPS.com. Please note your package will be delivered to you by the post office. Here is your tracking number 9261290326135606638981.

Customer Answer
Date: 02/09/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

*******************
Initial Complaint
Date:02/04/2024
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On 8/17/23 I paid $482.59 with a rebate amount of $180.00. When order was received I cut upc on all boxes and mailed back to the address provided. I never received my rebate. I contacted lens.com on 1/8/24 and received a reply that they never received my mail and that their system is automated. I have no proof that they didn't receive it. I should have sent certified mail since I no longer have upc's. This company is a scam for rebates.
Business Response
Date: 02/05/2024
The taxes and fees are applied to all orders, and we are unable to change the amount or remove it. Taxes are tax recovery charges for tax obligations where applicable and the fees are compensation for servicing your order. The customers prior orders contained processing fees as well. You may see the charges before clicking submit on the shipping address page.
Customer Answer
Date: 02/05/2024

Complaint: 21241339

I am rejecting this response because:
This complaint is not about taxes and fees, although those were high too, I did accept that and continued payment. This complaint is about the rebate offered. You offered $180 rebate on my purchase. The day I received my order I cut off upc's and mailed back to the rebate center with form provided from your website. I never received my rebate, as many others have not after looking up complaint information. The response I received was that this is an automated processing center for rebates. You as a company still need to be ethical to your customers. Otherwise this is a scam and you need to stop offering rebates since many people are not receiving the rebates you offer. Or you need to change the way you accept and process rebates. You need to have accountability.

Sincerely,

*****************
Business Response
Date: 02/07/2024
In regard to your rebate, we did not receive the requested documentation before the rebate time frame expired.

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This business has 1 alert

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Lens.com, Inc. is NOT a BBB Accredited Business.