Business Profile

Contact Lenses

Lens.com, Inc.

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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

608 total complaints in the last 3 years.
66 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:12/18/2023
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 ordered contacts from their website on 8/18/2023. They mailed me the wrong prescription, I returned the contacts (unopened) immediately and awaited a refund. A month went by without a refund and after 10+ phone calls to lens.com, I finally re-ordered new contacts as I was completely out. At this point, I had spent $600 and didn't have any contacts or refunds to show for it. After I ordered a second time, they "refunded" my first order by crediting my lens.com account. After an additional 8 phone calls to lens.com, they were FINALLY able to move the credit from my lens.com account and credit one of my cards on file (still the wrong card). After receiving my corrected contact order, I clipped the contact boxes and mailed the rebate form and box clippings (manufacturer's proof of purchase) to the ** Box indicated on the rebate form. I've called Lens.com and checked their website several times for an update getting my rebate. Today I looked and it said there were no rebates available. I called Lens.com and they referred me to their 3rd party rebate center where they advise it has been over the "generous" 3 month rebate period to send in my rebate. I mailed everything needed back in September and haven't gotten anything in return.Nobody is willing to take ownership of any of the issues I've had with this entire experience. Not only was I out $600 for almost 2 months, but I'm also out the $105 rebate I should have received for ordering from them. The first order number where they sent me the wrong prescription is: ********** The second order where I should have received the rebate from is: ********** The rebate was mailed ****** to ** Box ****, *******, ** ***** per the rebate form and was mailed back in September of 2023.
Business Response
Date: 12/26/2023
It appears that this issue has been resolved already and that the rebate for the second order has been approved.
Initial Complaint
Date:12/14/2023
Type:Service or Repair 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.
For an order of contact lenses Lens.com quoted $26.79 box in the cart after rebate and a $9.95 delivery fee and some small amount for taxes. For 8 boxes the $26.79/box was about $215. When the cart was placed into their checkout, there's no mention of a MASSIVE processing fee of about $200! That's devious to not disclose that upcharge!8 boxes IN CART:1-Day Acuvue Moist 90PK for ************************* *********** Update Rx | Remove BC DIA Power Right Eye (OD) 8.5 **** ****** Left Eye (OS) 8.5 **** ****** Price QTY Total $26.79 after rebate 4 BOXES $107.16 after rebate $26.79 after rebate 4 BOXES $107.16 after rebate Checkout is WAY MORE: $430.19 after rebate ... no where near the $215+shipping+tax in the cart:1-Day Acuvue Moist 90PK for ************************* 8 Boxes $9.95 Standard (5-7 Bus. Days)Order Total:$650.19 1-Day Acuvue Moist 90PK Mail-in Rebate -$220.00 Total After Rebate:$430.19
Business Response
Date: 12/29/2023
There are 3 pages to the checkout processes. The shopping cart, the shipping information page and the submit order page. The shipping information page has the fees listed in the breakdown, but depending on the device the customer is using they may have to scroll down below the continue button in order to see the breakdown. Also, the pricing you see advertised is the after-rebate price for the lenses, before the taxes and fees have been added to the order.
Initial Complaint
Date:12/13/2023
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 placed an order from Lens.com on 11/7/2023. After a week of not receiving the order I contacted their support team and found out that their system had changed the address I entered (using the **** system) and had shipped to the wrong address - I entered the same address for both the billing and shipping address, however, conveniently the billing address was not changed. The first agent I talked collected my correct address and said the order would be reshipped. After another week of waiting I contacted customer support again who told me that the contacts were at their warehouse waiting to ship and I would receive an email confirmation when it shipped. I waited two more weeks and contacted them again - I was told the order had been delivered and had to re-explain that the order had been delivered to the incorrect address. Apparently no order had been re-shipped and the first two agents blatantly lied. I asked for a refund three times (at this point it has been 40 days since I submitted this order and I'm wearing glasses because I'm out of contacts) - they were unwilling to provide a refund or escalate the support conversation to someone that could help.Such a frustrating experience from both the company and their support team. I will never buy from Lens.com again.
Business Response
Date: 12/15/2023
We sincerely apologize for the inconvenience and the confusion the customer has experienced. The original order that the customer placed online was submitted with the ************** address. We have reshipped the order on 12/6/23 and it looks like it is close to delivery. The customer could reach out to local postal service and see if they have the package. Here is the tracking # 9261290326135605940979 for the order with the correct address and the latest status is: TENDERED TO DELIVERY SERVICE PROVIDER, ALLOW 1-3 DAYS FOR UPDATES FOR PACKAGES WITHIN THE ** 03:08 PM MT, *******, **, ** as of 12/12/23.
Initial Complaint
Date:12/11/2023
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.
DEFECTIVE LENSES CAUSED DAMAGES TO MY EYES. I ordered my contacts in early September 2023. There was a delay in delivery and I didn't receive them until September 28, 2023. The first few days of wear were uncomfortable but my allergies were bad at that time and I assumed that was the cause. Over the next 3 weeks I replaced my contacts every week even though they are two week wear. I believed then, that my lenses may be defective. The 4th week, I couldn't wear my contacts or see much of anything, even with my glasses on. My eyelids were very swollen, any amount of light was painful, and my eyes hurt just to open them. My ophthalmologist wasn't sure why, but I had stage 4 sunburn to both eyes! That's the worst sunburn you could have. He wasn't sure how this had happened but believed my contacts could be defective or ill fitting. I had to miss a weeks worth of work because I couldn't read or be in any light. I was treated for 30 days before I was allowed to even try wearing my contacts again. I began wearing my contacts for a few hours or day while continuing my eye treatment. Once I was able to wear them for 10 hours, my eyes became very irritated again. My doctor says that I was either given the wrong measurement or they are defective lenses altogether. I called lens.com and asked if I could receive a new order in exchange for the defective ones. They just kept saying that their refund policy is for *************************************************************************************************************************************************************** good lenses. They refused to help me even though they caused this by sending me either defective lenses or the wrong size. I was only asking for an exchange but now i want a refund and i am seeking lost wages and medical expenses.
Business Response
Date: 12/15/2023
We apologize for the misinformation that the customer was given. We do have a ****** return policy, but that policy is extended for defective lenses. We will have a member of leadership reach out to the customer to assist them on this issue.
Initial Complaint
Date:12/07/2023
Type:Delivery 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.
Order placed on 11/14/23 was cancelled. Price paid is $275.71. I received an email on 12/5/2023 that my refund was sent via PayPal. However, the refund was not received. I called Lens.Com and advised that I should call PayPal. However, I have received money from family via PayPal as recent as 12/6/23.I WANT MY REFUND OF $275.71!
Business Response
Date: 12/15/2023
We have reviewed the account, and the refund is on hold by PayPal. The customer used an eCheck, and this is a PayPal policy. It's set to clear between 12/8 to 12/13. We are unable to speed up this process. The customer can reach out to PayPal if needed.
Customer Answer
Date: 12/24/2023

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:12/07/2023
Type:Service or Repair Issues
Status:
UnresolvedMore 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 am a previous (and previously happy) Lens.com customer. On 12/7, I intended to order ******************** from this company. The advertised, discounted price was ~$45/box, and I added three boxes to the cart. The subtotal did not display but basic math suggests that it would be ~$140. When I proceeded to select a shipping option, a page displayed where the only visible "above-the-fold" information and options were regarding the shipping options. I selected the $9.95 option and clicked continue. I was then asked to input my payment information and pay and order total of ~$243, with no provided breakdown of the cost on that page. As you can easily tell, ~$140 + $9.95 + 7% ** Sales Tax comes nowhere close to $243. After calling Lens.com, a representative informed me that $98 of the given total was for "taxes and fees" and he was unable to give me a breakdown of this line item, which was not displayed on the order payment page. When I explained that I did not see any of the information he was giving me on the website, he told me I needed to go back to the shipping page and scroll down, past/underneath the next/continue button, and the information was provided there. Any normal customer would not know to do this, as I certainly did not. Even when I did, there was no provided breakdown of how they arrive at the $98 "taxes and fees" number other than a generic note about order fulfillment fees. This is a classic example of a company using an intentionally confusing user interface to hide hidden fees and scam customers by advertising low prices and then tacking on those hidden fees discreetly and with virtually no information in the order process to **** the price back up.
Business Response
Date: 12/15/2023
We have reviewed the order on file for the customer and the last order they placed was in 2021. Our pricing has changed since then and is subject to change. Our taxes and tees are tax recovery charges. The processing fee is a standard charge that applies to all orders. We strive to be transparent about our pricing structure and want to ensure that all customers are aware of this fee upfront. These fees allow us to continue providing excellent service and meet the customer's expectations throughout the ordering process.
Customer Answer
Date: 12/15/2023

Complaint: 20973827

I am rejecting this response because the business has not addressed the misleading advertising and marketing tactics that were the original reason for the complaint. An honest business would price their products in a way that covered their cost of doing business, not advertise eye-catchingly-low prices and tack on nearly $90 in non-tax fees without alerting the customer what those fees are unless the customer goes searching outside of the expected order sequence (must scroll below continue button, which is due to intentionally deceptive UX design). Lens.com has done nothing but send a nice-sounding letter that addresses none of the deep-rooted misleading business practices they engage in.

Sincerely,

*************************
Business Response
Date: 12/26/2023

Other sites pack all their costs into the per-box price. We don't. We keep our per-box price as low as possible. We strive to be transparent about our pricing structure and want to ensure that all customers are aware of this fee upfront. Depending on the device they are using to place the order, they may need to scroll down the page to see all the details associated with the order.

Customer Answer
Date: 12/30/2023

Complaint: 20973827

I am rejecting this response because, as previously stated, the user interface does not lend itself to transparency. If Lens.com really cared about transparency and somehow still insisted they needed to use this absurd and misleading pricing structure they would 1. restrict their page so the full and complete price breakdown is displayed without scrolling on the majority of devices, 2. place the button to advance to the next page underneath the full price breakdown instead of above it, and 3. provide an actual breakdown of sales tax vs. other company-imposed fees instead of the nebulous and misleading taxes and fees language that could very easily lead uninformed customers to believe the entire amount was government-imposed. Or (more accurately, And) they could just work the cost of doing business costs into the price of their products like is standard practice among the overwhelming majority of businesses that sell goods within *****************.

Sincerely,

*************************
Initial Complaint
Date:12/05/2023
Type:Service or Repair 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 a purchase of 8 boxes of contact lenses on 06/29/2023, the listed price on the website was at ***** per box after a 180 dollar rebate.I checked my credit card statement on July and it showed that lens.com charged me ****** dollars. ****** divided by 8 works out to ***** per box,Even with the advertised rebate of 180 dollars, (****** - 180) divided by 8 is equal to ***** per box.Nowhere near their listed price during checking out of ***** per box.Not only this, I have never received the rebate and when I logged in, there is no record of my order or rebate request.Lens.com has lied about their listed price and overcharged me for 8 boxes of contact lenses. They have also never sent me a rebate and deleted any records of my order.
Business Response
Date: 12/15/2023
The reason the customer is having trouble finding their order is due to there being 9 accounts for this customer. All the accounts have a different email address and the email the customer provided here does not have any orders under that account. Only 2 of these accounts have orders on them.

As far as our pricing structure, the advertised pricing of $24.74 per box is after the rebate. They get this price by subtracting the rebate amount from the subtotal, before the shipping and processing is added to the order. The regular box price before the rebate is $44.74 per box.

We have located the customer's account and order with the rebate. The reason the rebate was removed from the order was due to the chargeback that customer filed for the full amount of the order. We have looked into this and the chargeback was closed in our favor, so we have reinstated the rebate for the order. The customer can track the rebate at www.rebatecard.com or by calling ************.

Customer Answer
Date: 12/15/2023

Complaint: 20958703

I am rejecting this response because:they have not offered a refund, they claim that with an rebate it is ***** per box, however they do not disclose that they charge a "processing fee" which they sometimes call a "service fee" or other times an "tax recovery fee" that is even more then the rebate itself. The fees and various surcharges is added after a customer checks out. With the addition of these hidden fees the actual cost is around 70 dollars a box.
This practice is illegal and against the *** regulations specifically the "Trade Regulation Rule on Unfair or Deceptive Fees" rule see-> ******************************************************* subsection a(1) and a(2)
Additionally their rating on BBB shows a plethora of complaints made about this exact same issue showing widespread complaints of rebates not honored and deceptive trade practices.

*************************************************************************************************************************************************

Sincerely,

*******************
Business Response
Date: 12/20/2023
The breakdown of all charges is itemized on the Shipping Information page of the order when checking out. Depending on the device they are using to place the order, they may need to scroll down the page to see all the details associated with the order. The Taxes and Fees are not included in the box price therefore not included in the advertised price after rebate.
We appreciate the concern of the customer's; the processing fee is a standard charge that applies to all orders. We strive to be transparent about our pricing structure and want to ensure that all customers are aware of this fee upfront. These fees allow us to continue providing excellent service and meet the customer's expectations throughout the ordering process.

Customer Answer
Date: 12/21/2023
I am rejecting this answer from the company. they claim they are transparent with their fees and charges.

However as in my case, the 180 processing fee is far more then the rebate that I would have received. They advertised an ***** per box as the lowest priced online. however it is actually around 69 dollars a box far higher then their competitors. It is natural for consumers to assume that the price posted is the price they pay, that is the case everywhere else such as gas stations, grocery stores, restaurants and online stores like Amazon and *********************** is lying about their prices and if consumers do not do the math during checkout they will end up paying far more then their so called price per box.
This practice is illegal and against the *** regulations specifically the "Trade Regulation Rule on Unfair or Deceptive Fees" rule see-> ******************************************************* subsection a(1) and a(2)
Initial Complaint
Date:12/04/2023
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 sent a rebate form and the cutout barcodes from the product to Lens.com for a $510 rebate. They indicated they never received it. I have proof that I bought the lenes(the receipt and the existing boxes) and there is not proof on their part they they have processed or sent the rebate, so the company should start an internal investigation and/ or process the rebate.
Business Response
Date: 12/04/2023
We offer a generous 3-month (12 week) window from your order shipped date for you to submit your rebate. Offer not valid with any other sponsored rebates, offers or promotions. Offer good on orders shipped within the U.S. and ***********. Void where prohibited or restricted by law. Allow at least 12 weeks for processing from the time we receive your rebate form. No P.O Boxes (except for residents of ************ and where required by law). All Rebate Forms must be mailed using ***** Lens.com and/or the ************* is not
responsible for lost, damaged, misdirected or delayed transit mail or illegal entries.
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.
Initial Complaint
Date:11/22/2023
Type:Service or Repair 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 placed an order on 9/24/2023 acuve oasis 24 pk the every 2 week I noticed after I had to exchange my lens that 4 came defective. I called and chatted and asked for the 4 defective to be replaced. They are giving me a hard time for an issue that they caused. Asking to send remaining contacts to be able to replace my defective 4, instead of replacing the defective 4 they want all the contacts to be sent in which doesnt make sense. Order number ********** I want a refund on my defective contacts and not ever deal with lens.com horrible customer service and I am a loyal customer with them not my first order but it will be my last.
Business Response
Date: 11/24/2023
We apologize to the customer for the inconvenience of receiving lenses that are defective. Our policy for defective lenses is as follows: If the customer has at least half of box left, then we will reship them a new box once we receive the defective lenses back here. If the customer does not have enough ********************** to return the box, then we can give a credit towards the account for half of the box to go towards the purchase of the new lenses. If the customer would like to set this up, they can call our friendly customer service team at ************.

Customer Answer
Date: 11/25/2023

Complaint: 20905128

I am rejecting this response because I dont want to do any more business with this horrible company. I want a refund for my damaged 4 contacts and not have anything to do with them again. Customer service is disgusting I shouldnt have to make a complaint with the bbb to get a response.

Sincerely,

***************************
Business Response
Date: 11/30/2023
We will happily address the concern of the customer and replace the defective product if the customer will kindly contact our customer service department and set up the return or the credit to the account.
Customer Answer
Date: 11/30/2023

Complaint: 20905128

I am rejecting this response because:
I dont care to do anymore business with this company
Sincerely,

***************************
Initial Complaint
Date:11/21/2023
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.
I ordered 10 boxes of contact lenses that cost $36.74 per box, for a total of $367.40. I was then charged an additional $247.40 in "taxes and fees". When I called customer service, they said this is "Processing. Your order contains items that incur a processing and/or handling charge. We guarantee the total cost of your order will be the lowest on the internet, even including these fees. Backed by our Money Back Guarantee." This is unacceptable for a mail order business.
Business Response
Date: 11/24/2023
We appreciate the concern of the customer's; the processing fee is a standard charge that applies to all orders. We strive to be transparent about our pricing structure and want to ensure that all customers are aware of this fee upfront. These fees allow us to continue providing excellent service and meet the customer's expectations throughout the ordering process.

Upon looking at this order, we see that the customer ordered 10 boxes. Our best pricing for this product is when the customer orders 4 boxes. The rebate is a ***** rebate, and each order is eligible for only 1 rebate per brand of lenses they order.
Customer Answer
Date: 11/25/2023
They cite a rebate deal on 4 boxes, but additional searching of the BBB website shows numerous complaints regarding lack of rebate fulfillment by this business. That has also been my own experience. The BBB should fully investigate the practices of this business, which are deceitful and may be fraudulent. Thank you, *****************

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This business has 1 alert

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