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

592 total complaints in the last 3 years.
64 complaints closed in the last 12 months.

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Submit a Complaint

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:10/16/2023
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.
They promise a rebate after requiring you to cut up every contact lens boxtop although obviously the lenses were bought and paid for, then they try to get out of paying the rebate by saying they never received the form which is a lie as it was sent from the post office!Plus once a box is cut, you cant return the lenses if your prescription changes within a year.
Business Response
Date: 10/19/2023
We have reviewed the customer's account and we're pleased to inform them that the rebate was received on Oct. 16th and is just awaiting approval. For further updates regarding their rebate, we advise the customer to check the rebate center on the lens.com website or contact us at ************.
Customer Answer
Date: 10/19/2023

Complaint: 20738817

I am rejecting this response because:

Sincerely,

*****************************
Customer Answer
Date: 10/19/2023
I find it very hard to believe that they SUDDENLY found my rebate in October that I sent in August after they accused me of never sending it at all. Now I suppose I have to wait ANOTHER three months for the rebate to be processed?! A supervisor, *****, left a voicemail that everything was received on 10/16 so I have the proof of receipt.
Business Response
Date: 10/19/2023
Assuming that the rebate was sent in correctly and the rebate will be approved- The processing time of the rebate cards is 12 weeks (3 months) from the date we receive it (10/16/2023) The rebate card will arrive in a plain white envelope, not to be mistaken for junk mail.
Initial Complaint
Date:10/16/2023
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 on 6/15/23, which were received. However, I was also provided a rebate offer of $220.00. I mailed all rebate materials including original proof of purchase on 7/12/23, and made copies. I called in August to check on status of rebate, and was told I should call back in a few weeks. I followed up again on October 16, was told that the forms were likely lost, and there was nothing that could be done. I also spoke to ***, a supervisor, who said the same thing, and there was nothing they could do to help me since mail is routinely lost. The mail was never returned, and no way to follow up. Very unhelpful from a customer service perspective, and no effort made to help the situation. I would like a refund of the $220.00, since I followed all instructions given and well within the time frames provided.
Business Response
Date: 10/19/2023
Below are the terms and conditions of the rebate program:
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.
Once the rebate expires, it is no longer valid. We are not able to issue a refund for this as requested by the customer.
Customer Answer
Date: 10/23/2023

Complaint: 20738428

I am rejecting this response because it takes no responsibility for the claims process. I followed all instructions for the rebate provided by the company, and they even admitted over the phone that it was possible that they lost the package themselves. I offered to scan in evidence of my claims and proof of purchase that I mailed to them, and they would not accept it. They said the process is simple and easy, and yet it clearly was not simple in my case. Advertising a simple claims process, and then not willing to help the consumer when a package is lost and/or misplaced, is not customer friendly and also misleading. If I knew the claims process would be so likely to fail (no way to track the claim once it is mailed), I would not have purchased the product from the company. They use the rebate to encourage the purchase, and then do nothing to help the consumer when the package is not processed in a timely fashion.

Sincerely,

*****************************
Business Response
Date: 10/27/2023
As stated in the terms and conditions, Lens.com nor the rebate center are responsible for any lost, late, or misdirected mail. These terms and conditions are on the website and stated on the form that the customer signs. We cannot make exceptions to these terms and conditions in order to keep them fair and equal to all customers.
Initial Complaint
Date:10/16/2023
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.
This is the second time I have purchased contact lenses through this company with $105. I followed all of the instructions mailed in the required form, and and being told for the second time that it was never received, and I am not eligible for the rebate and there is nothing that can be done. I have sent to other people that said the exact same thing has happened to them. I believe its a fraudulent rebate scam and they need to be exposed.
Business Response
Date: 10/16/2023
We have reviewed the customer's account and see 2 orders that have rebates on them. The first one was ordered 2/1/2022. The rebate was mailed out on 9/9/2022 for the first one. The second order was placed on 6/20/2023 and the rebate expired on 9/16/2023. We did not receive the entry form in the mail before the rebate expired. Once the rebate expires, it is no longer valid for redemption.
Customer Answer
Date: 10/16/2023

Complaint: 20735337

I am rejecting this response because:
I followed all the instructions as required. Printed the form, sent in the box tabs and mailed it via **** well within the time frame and it appears to have been lost on the processing end. When I did a search online this seems to be happening to MANY consumers who have the exact same complaint with this company: despite sending in the requested rebate information, they are being told it was never received and there is nothing the company can do. This seems like a fraudulent scam to get consumers to buy this product thinking they are getting a discounted price via a rebate only to be told the information was not received. Because consumers are required to send the original box tops there is no recourse when the company claims they were never recieved.

Sincerely,

*************************
Business Response
Date: 10/19/2023
The terms and conditions are stated on the website in the rebate center and also on the form the customer prints and signs. Here are the 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 were 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.

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:10/11/2023
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.
I am following up on the status of this rebate submission. I have emailed multiple times since 6/12/23 and have been told the rebate has not been received and it is being researched by the fulfillment center. Then on 7/7/23, I was emailed by ****** "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." This response does not address the issue at hand and I replied to Nin.On 7/12/23, I was emailed again by ****** "I understand your frustration, however our rebates have been a huge success with our customers and caused an overwhelming amount of volume as a result. Our rebate team was working as quickly as they can to get your rebate out to you the last time, they were just a little backlogged due to carrier delays and the global pandemic, but you have received your rebate card." This again did not address my issue at hand. I have respectfully requested this be escalated to management to review but this request has not been granted. Attached is the form and barcodes from the lens boxes that was mailed in December 2022. This is order **********. Additionally, it took over 8months for me to receive my last rebate, order **********. Not sure why it takes so long to process a rebate but it makes me consider not using Lens.com for future orders.
Business Response
Date: 10/12/2023
Here are the Terms and Conditions of our rebate program:
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 stated on the rebate center and 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: 10/12/2023

Complaint: 20726408

I am rejecting this response because Lens.com is failing to honor the rebate for the purchased eye contacts. I have provided the purchase order information and they can review their records and confirm processing and shipping my order. It is disappointing Lens.com is passing the buck onto their rebate company instead of taking responsibility and providing quality customer service and issuing the rebate.

Sincerely,
***********************
Business Response
Date: 10/16/2023
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. Once the rebate expires, it is invalid, and it cannot be redeemed.
Initial Complaint
Date:10/10/2023
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 purchased contacts from Lens.com on April 28, 2023 for $869. Once my contacts arrived I submiited the necessary requirment for a $290 rebate. The website says: ************ cards take 12 weeks to be mailed as they require multiple steps including fraud prevention, verification, and third-party **** Card Issuance and mailing. When I logged into the websites rebate center it says my card was mailed on August 9, 2023 and to allow 2 weeks for your rebate card to arrive. I contacted Lens.com's customer service in September and was told to wait a couple more weeks, still no rebate. I called again and was told they would reissue me a card and I will receive by October 6, 2023. It is October 7 today and still no card. I contacted customer service AGAIN and they said they woud create an Issue and have a new card sent to me which I will receive in **** business days and I should get an email confimation within 24 hours. I am holding my breathe.
Business Response
Date: 10/12/2023
We have reviewed the account. On 10/7/23 we see that a request to have the card was submitted and also denied later that day due to lack of funds on the card. The customer would have to reach out to the rebate center by calling ************, to further discuss the details.

Customer Answer
Date: 10/15/2023
I have been told a replacement card was sent 10/13/23,You should receive your card within 7 to 10 business days. As soon as I receive the card I will close the case.
Initial Complaint
Date:10/02/2023
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.
I ordered three boxes of contact lenses from Lens.com and they already have my information because I ordered in February and they have my doctors information so when I received the contacts I opened the box and put them in and noticed something was wrong. When I figured out the prescription was not right , I called them and wanted the correct contacts and they said because I opened a box I could not receive a refund for it. They already had my prescription. I ordered from them 6 months ago .and that order is still on my account at lens .com they had my doctors phone number, but said because the doctor ***** answer them back in eight hours exactly that they push, ordered a random prescription and sent them to me and me thinking that they already have my information and that if they ***** know it they could at least call me, but they *****. They just chose to randomly select a prescription of any kind and send it to me because I ***** put the prescription on there. I assumed they would call the doctor and he would tell them but if he ***** answer, they shouldve waited not to send any old pair and then charge somebody for it. They told me that I can get a refund on the other two boxes after I send them back but I want refunded on the entire purchase the whole purchase was $267.14. Theyre only going to refund me $171 and so thats like $97 loss because of their mistake.According to ****** Anyone selling you contact lenses must get your prescription and verify it with your doctor. They should request not only the prescription, but the name of your doctor and their phone number.If they don't ask for this information they are breaking federal law and could be selling you illegal contact lenses.
Business Response
Date: 10/11/2023
The customer placed the order on her own and she put in the brand and the parameters she wanted to order online. We did not hear back from the Dr and once the timeframe past we sent out the order as the customer placed it. We also include a warning on the packing slip to the customer to not open the boxes until they check the lenses to make sure they are correct. Once the boxes are open the customer can no longer return the **********************.
Initial Complaint
Date:09/28/2023
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 for contact lenses that included a $135 rebate. I mailed the completed rebate form along with everything needed to fulfill the rebate terms and conditions. Lens.com allegedly did not receive my rebate submission in the 12 weeks they allow for submission. It took Lens.com almost 8 months to send my last rebate. So I believe it's quite possible that they did receive my rebate submission and just did not process it. I would like to receive my $135 rebate.
Business Response
Date: 09/29/2023
Below are the terms and conditions of the rebate program. We did not receive the rebate before the offer expired.
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.
Initial Complaint
Date:09/25/2023
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 was supposed to get a $120 rebate from Lens.com. I didn't get the check I was expecting but rather a **** Debit card issued by Metabank and info on the account is obtainable thru MyPrepaidCenter.com or ************. I last used it 7/30/23 and on the card the raised imprinting looks like 7/25 but in fact it said 7/23. If I had seen that I certainly would have used the entire balance if a card was expiring the next day. The account number on the card is **************************** I called Lens.com and MyPrePaidCenter and asked if they could issue another card. Both said no its expired. I asked WHO GOT THE BALANCE OF $46.61 AND nobody at either place could pride the answer or connect me with anyone who could.1. I would have preferred a check to a debit card. The print on the back is so small I could not read it and the date on the front definitely looked like a 7/25.2. I would like the $46.61 in the form of a check or a merchandise credit, and I would like to know who got to keep that money.Thank you
Business Response
Date: 10/11/2023
Rebate cards expire after one year. It's stated on the website and on the card when the card will expire. Once it expires it cannot be reissued. The funds have to be spent before the card expires.
Initial Complaint
Date:09/18/2023
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.
This is a report on deceptive websites and getting 0 response from the company.Situation - I have 3 boxes of contacts in the shopping cart - unit price it says is $75.24 per box. This makes a total of $225.72. When I actually go to check out, I picked $9.95 standard shipping. However, the final total says $329.39......almost $100 more than what was in the shopping cart. There is NO listing as to what those other fees are, minus the shipping amount. This should absolutely not be happening. There is 0 transparency into how the price jumped from $225.72 to now $329.39. When I reached out to the company - no one could answer and they just stopped talking.
Business Response
Date: 09/20/2023
When looking at the screen shots the customer sent in, there is a page in between these 2 pages in the process of checking out. It's the shipping information page. 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 order contains items that incur a processing fee.

Customer Answer
Date: 09/22/2023

Complaint: 20614678

I am rejecting this response because: I still have an issue with processing feels of close to $90 - for what? Still deceptive.

Sincerely,

*********************
Business Response
Date: 09/28/2023
We appreciate the concern of the customer's; the processing fee is a standard charge that applies to all orders. 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. These fees allow us to continue providing excellent service and meet the customer's expectations throughout the ordering process.
Initial Complaint
Date:09/18/2023
Type:Billing 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.
I placed an order on 8/24/2023. On 8/31/2023, I mailed the rebate form together with the manufacturer proof of purchase (original copy) to the address provided on the form. I checked with customer service and they still have not received my form. I asked them what the policy is if my mail was lost on the way, they said theyre not responsible. Since I have already mailed in the original copy of the proof of purchase, theres no way for me to mail them in again. I have a reason to believe they are stalling and are trying to make me wait until the deadline to mail in the form has passed so they have no obligation to pay me the $85 rebate.
Business Response
Date: 09/20/2023
We have reviewed the customer's account, and the rebate form was received on 9/16/23. It still has to go through the validation process and is awaiting approval. once it is approved, the rebate takes around 12 weeks to process. We like to advise the customer that the rebate comes in a plain white envelope so that it is not mistaken for junk mail. If the customer has any further questions, they can call us at ************.

Customer Answer
Date: 09/20/2023

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,

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

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This business has 1 alert

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