Complaints

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

close

Find a Location

Lens.com, Inc. has 4 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Lens.com, Inc.

  PO Box 27740 Las Vegas, NV 89126-7740

• 

  Lens.com

  PO Box 366 Louisiana, MO 63353

• 

  Lens.Com

  PO Box 1728 Augusta, GA 30903

• 

  Lens.com

  3016 Georgia St Louisiana, MO 63353

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:11/17/2023

  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.

  REBATE IS A SCAM! Like everyone else here, I purchased only on the promise of a rebate, after carefully complying with all terms, nothing was ever sent to me. I was scammed into purchasing from them - they do NOT send the rebate, ever. Look at the responses they've given here ... they are a scam company.

  Business Response

  Date: 11/30/2023

  We are trying to locate the account with the credentials provided above and cannot locate the account for this customer. We kindly request that the customer please provide us with the credentials of the account so that we can be of assistance and address the concern.

• Initial Complaint

  Date:11/17/2023

  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 my contact lens from Lens.com, due to the fact that it was to ultimately save me money after a rebate that they did not honor and dont want to resolve. Due to the fact they are stating that I didnt send my rebate form in with the information and UPCs they needed for the rebate. This is incorrect . I mailed this rebate on 8/31/23 from the ******** **** post office and it was labeled a large envelope of which I paid more postage to mail so to it being bulky. I have proof of mailing. I contacted Lens.com in mid to later September 2023 to inquire of the rebate, at that time I chatted with an individual in regards to this that stated it had been received but the upcs couldnt be read? How can that be when they came off the contact boxes? He said let them look into this further and give it another week or so. I did that. Then the rebate expired and when I checked on it I was told I had plenty of time to mail this in with all the related info that was needed. I called to be told the same nonsense again, I requested via email to speak with a supervisor who would call and leave me a message without a direct line to her, hence each time I call I have to go through all the same BS to be able to talk to her. Ive emailed copies of everything I mailed into this rebate center. Which I feel is a scam! That company lured me in under the pretense that my contacts would end up costing me $583.79! I paid in full at $803.79!! I want this taken care of and that company doesnt seem to want to take care of a customer!!!!

  Business Response

  Date: 11/30/2023

  We have reviewed the customer's account and see that the rebate in question was received and approved on 11/17/23. We ask the customer to please allow 12 weeks from 11/17/23 for the rebate to process. They will receive an email when the card is ready to be mailed out. 

• Initial Complaint

  Date:11/10/2023

  Type:Delivery 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.

  Purchased $295 contact lens with $105 rebate on 7/2/22 and another order of $626 with $220 rebate. Followed instruction to file rebate and sent in (with **** tracking) all required forms/purchase proofs. Never received any rebates. When checking the status, it now says Rebate is not found for the order number and order date entered for the first purchase and Your 3 month (12 week) window to submit your rebate ended on 4/7/2023 for the second purchase.

  Customer Answer

  Date: 11/10/2023

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

  Business Response

  Date: 11/30/2023

  The customer stated that they sent the rebate form with **** tracking.  Can the customer provide us with the tracking number? 

  Customer Answer

  Date: 11/30/2023

  Attached is the receipt with tracking number

• Initial Complaint

  Date:11/02/2023

  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.

  Order #********** - Order contact lenses, but upon clicking "complete order" noticed that subtotal was greater than sum of objects being ordered - There was a hidden $60 "fee", unspecified, bringing the total to a higher maximum - There was no cancel order button anywhere on the site - **************** refuses to cancel the order online, even though it was made online, citing bogus privacy concerns

  Business Response

  Date: 11/03/2023

  We have reviewed the customer's account and see that the order has been cancelled. We require the customer to call in to cancel the order, for verification purposes. 

• Initial Complaint

  Date:10/30/2023

  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 with Len.com on September 7. I was notified that the prescription did not match the order and that it could not be processed without additional information. When I received the email, I replied and requested to cancel the order because I did not want to deal with having to provide additional information or coordinate with a doctors office. The company stated I had to call to cancel the order which I was unable to do as I was leaving the country for a trip. I was under the impression that nothing would move forward due to the prescription being different. I returned from my trip and there was the order from Lens.com. I called today and requested to return the unopened items. I requested an exception to the 30 return policy due to the miscommunication about the prescription and the fact that I did not know it was being processed (no one told me that my doctor was contacted), the fact that I requested to cancel the order, and my being out of the country creating delay in me returning the items. The company refused to authorize a return despite their poor communication and intentionally making it difficult to cancel orders by requiring it to be done by phone.

  Business Response

  Date: 11/03/2023

  We have reviewed the account and will have a member of leadership reach out to the customer to resolve the issue. 

• Initial Complaint

  Date:10/26/2023

  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.

  No Rebate!I purchased contact lenses from Lens.com on December 17, 2022 for $784.99. I followed the Lens.com directions to apply for a $180 rebate, printing a rebate form with tracking SKU from their website, filling it out and including manufacturer proofs of purchase. Per rebate instructions, I mailed the form and proofs of purchase by US Mail on January 26, 2023. That was well within the 3 month (12 week) period for submission. I haven't received the rebate. On October 26, 2023, my husband called Lens.com customer service to check on the status. **************** told him the ************* has no record of receiving the rebate form. **************** agreed to send an email to the ************* to ask them to look for the form but if they don't find it, Lens.com would not honor the rebate. I have included copies of the contact lens order, rebate form and proof of purchase to the BBB.

  Business Response

  Date: 10/27/2023

  Below are the terms and conditions for the rebate redemption.

   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.

  These terms and conditions are also stated on the rebate form, that the customer prints off and returns to us, with their signature on it agreeing to them. 

  Customer Answer

  Date: 10/28/2023

   
  Complaint: 20785465
  
  I am rejecting this response because:

  I complied with all of the rebate terms and conditions and Lens.com is not fulfilling the $180 rebate. I provided copies of the documents that were submitted. Lens.com alleges they did not receive the rebate submission, similar to what Lens.com has told numerous other consumers, as reported by other consumers on the BBB website. The Lens.com claim that the US ************** could lose so many rebate submissions doesn't seem credible. 
  
  Sincerely,
  
  *******************

  Business Response

  Date: 10/30/2023

   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. 
  
  

• Initial Complaint

  Date:10/23/2023

  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 bought contacts that were defective and I called and sent emails describing my situation and I was told by a nice gentleman by the name of **** that the manager on duty said I should use all the contacts to make certain they were all defective and I would get my refund! Now Im told by ******** that I should have sent the lenses back ??? Im confused and stressed about this situation..the product was defective and I have to fight for a refund??? I did exactly what I was told to do?? Why should I be punished??

  Business Response

  Date: 10/27/2023

  We have reviewed the account and listened to the calls. We will have a supervisor reach out to resolve this issue with the customer.

• Initial Complaint

  Date:10/20/2023

  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.

  Contat order with rebate On November 2022 I ordered a set on contacts from Lens.com solely based on the rebate that was offered with purchase. I downloaded the form and when my contacts arrived I clipped the box proof of purchase as instructed and sent out the form. I heard nothing nor received my rebate. I then sent a followup complaint on August 2023 and still nothing. I feel like I was scammed by a marketing fraud to buy the contacts and a the company had no intention of honoring the rebate. I want my rebate money as offered.

  Business Response

  Date: 10/23/2023

  We have reviewed the customer's account and see that the rebate offer expired 1/27/2023. Once the rebate expires, it is no longer valid for redemption. Please see these terms and conditions:

  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.

  Customer Answer

  Date: 10/23/2023

   
  Complaint: 20759163
  
  I am rejecting this response because:

  per my attachments the rebate form was sent in well before the expiration date and this is another scam by the company to not pay up on an advertised promotion. I bought the lens in November I sent in upon delivery. Which was 2 weeks later. More than a month ahead of expiration date. 
  
  Sincerely,
  
  *******************

  Business Response

  Date: 10/27/2023

  As stated in the terms and conditions lens.com and the rebate center are not responsible for any lost, late or misdirected mail. These are terms and conditions that the customer agreed to when applying for the rebate. They are stated on the form and on the website. 

  Customer Answer

  Date: 10/27/2023

  I find your assistance useless. The case is in my favor and I provided perfect documentation to prove it yet you failed to review and took the word of a scamming business that had a record, on your own website, of scamming customers with the same action. You should just close. You do nothing. 

• Initial Complaint

  Date:10/18/2023

  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 sent in the rebate in plenty of time . When I checked they said it was not received. This is a scam !!! Do not buy from them.I see more people have had this problem. Buy from somewheres else!!!

  Business Response

  Date: 10/19/2023

  We have reviewed the customer's account and see that the rebate offer is expired. Once the rebate expires, it is no longer valid for redeeming. Here are terms and conditions:

   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.

   Lens.com and/or the ************* is not responsible for lost, damaged, misdirected or delayed transit mail or illegal entries.

  Customer Answer

  Date: 10/19/2023

   
  Complaint: 20746872
  
  I am rejecting this response because:
  After checking there are so many complaints that the didnt get the refunded. Im sure everyone that complained and (there were over 20 ) didnt  get lost in the mail!!!! Unacceptable

  Sincerely,
  
  *******************

  Business Response

  Date: 10/23/2023

  We assure that the rebate is not a scam! In the rebate center we have a counter that updates with the number of rebates sent by lens.com. Currently, we have issued ******* rebates. We have terms and conditions that must be followed.

  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:10/17/2023

  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.

  Lens.com will not mail $220 rebate as promised. I'm repeatedly advised my rebate is being processed, but that's as far as the business has gone. Any attempt to expedite or resolve the issue is met with repetitive, open-ended responses failing to resolve any issues including the obligations promised by Lens.com.

  Business Response

  Date: 10/19/2023

  We have reviewed the customer's account and the rebate card mailed out on 9/28/23. We advise to wait a little longer to receive the card in the mail. The rebate card comes in a plain white envelope.  If the customer has not received the rebate by November 1st, they can request a re-issue of the card by calling ************.

  Customer Answer

  Date: 11/03/2023

  After nearly 15 weeks, I finally received the infamous rebate credit card.from Lens.com. It was several days until I could verify the correct amount had been applied & was accessible. Thank you for your efforts in this matter. Be assured I will rescind my former complimentary recommendations I had shared with others. That's truly a sad thing to witness after more than a decade of exemplary customer service. Things change. Thank you again for your service.