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.

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  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:12/23/2024

  Type:Sales and Advertising 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 12/20 I wanted to buy contact lenses from Lens.com because they advertised a great price ($62), and it was further discounted by a rebate they offered, making each box $44. However at checkout the final total was MUCH higher and there was no transparency about cost of individual boxes or why the final total was so high. I did the math and it came out to $100/box before rebate, which was higher than the advertised price. After contacting an agent over chat, they said it was due to a $136 charge of "taxes and fees" that are not listed anywhere on the checkout page as a line item. They claimed this information was on the shipping pages and it is not evident anywhere, despite their insistence that I "scroll down". If it is on the page, it is not obvious.There is a clear lack of transparency around this and will continue to ******* less careful buyers who think they are getting a deal. It is unclear what the fees are for, and it cannot be claimed as taxes because its basically half the cost of the purchase.

  Business Response

  Date: 12/31/2024

  We participate in a dynamic online contact lens market. We constantly evaluate our pricing and service options as part of our commitment to bring our customers the greatest possible value. Despite significant increases in freight surcharges and other costs, we remain firm in our commitment to you. All orders contain 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

• Initial Complaint

  Date:12/18/2024

  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.

  I ordered contacts from Lens.com. They shipped the contacts on August 17th but did not arrive until August 31st. I sent the rebate form through the mail on November 19th from the ***************** post office in *********. I checked in on the rebate, but processing and receiving money back often takes a long time. I called customer support, but no one answered the phone. All you get is a recording. I emailed the company, who said I needed to provide a tracking number for the letter I sent. This was not mentioned when filling out the rebate form, so I sent it in regular mail. The company emailed saying they cannot help me and that three months is considered generous.

  Business Response

  Date: 01/03/2025

  Your rebate has been received, and the status of your rebate card status will be updated at **************.

• Initial Complaint

  Date:12/18/2024

  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.

  I reordered contact lenses from Lens.com and was supposed to receive a $75 Rebate after my order shipped. The instructions for the rebate were very unclear and it appeared that after I paid, after I received my items, they would process my rebate. Well I realized that I never received the rebate and contacted them, they told me to contact a sister company of theirs, ************** When I did they said my rebate time was expired by 2 days but that did not even make sense because I had not received the contacts when they said but on the 17th of September which would have made the deadline December 17th which meant I was still in the time frame needed. They did not resolve this with either company and when I checked online, I was not the only person to have an issue. If it was not for this rebate I would have used 1-800-Contacts. I am very upset and feel this is a type of fraud. I want the $75 Rebate sent to me.

  Business Response

  Date: 12/18/2024

  The instructions for the rebate submission process are provided to you via the **** on the lens.com website and **************. We give a generous 3-month submission period from when your order shipped. We will review the submission expiration date. However, the tracking number you provided 9261290326135610510716 is not for your rebate form. This is a **** tracking number for a package shipped from *********** Mo to **************** **. Our ************* is located in **************. If you are able to provide to us a valid tracking number indicating the form was received today, we will review with the rebate center. We show an email interaction with you, please provide the correct tracking number for further review. 

• Initial Complaint

  Date:12/18/2024

  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.

  I ordered contact lenses on 6/9/24 from Lens.com and received them in the mail within a reasonable time. Once recieved and prescription verified, I followed the instructions for obtaining a rebate to cut out certain portions of the boxes as verification and mailed them in to the address given. The amount of the rebate is $290.00. Next, I did receive e-mails stating my order was received for a rebate and that my case was under consideration, then on 9/12/24, an e-mail informed me my rebate was continuing through **** card production process. There is nothing you need to do. My prepaid **** card will be mailed in 6 weeks. And, I was told I could check my rebate status at the **************On 10/8/24, I received an e-mail that my Prepaid Card was mailed and should arrive in a discreet envelope in 7-10 business days, again reminding me that I could check my status at **************. I received an e-mail on 10/22/24 asking if I had received my card for order **********, for $290 with a yes or no button. I could not activate the button or it wasnt a hot button but I called ************ which was at the bottom of the message signed RebateCard.com.I contacted **************** and was told my request for assistance has been received and Ive been assigned ticket number *******. The response indicated that my rebate is handled by a different company (not ********) which is **************, which is fully automated.I have tried calling them and contacting them through the various phone numbers and website. I believe mostly there are delay tactics, then I was told my card was delivered, authorized and the funds spent! I let ************** know I never did receive a card, never authorized or spent any of the rebate!Lastly, I was given more of a runaround by being told to fill out a lengthy form in order to report the missing card! I am convinced this is all a scam and I am tired of playing along. Is there anything you can do to help me get the $290?

  Business Response

  Date: 12/18/2024

  We have reviewed your account, and we show the rebate card was mailed to you on 10/02/2024. As of today, ************** has not received any information from you and has not responded to you the card was used, and the funds are no longer ******************** nor lens.com have provided any details surrounding your card or transactional history. We do suggest calling the number on the back of the card as it seems your card maybe loss or stolen. 

• Initial Complaint

  Date:12/16/2024

  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.

  Lens.com is fraudulently advertising lens pricing, then doctoring the total at checkout with no additional line items showing the deceit. This is a total **** off, ponzi scheme.

  Business Response

  Date: 12/17/2024

  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. Our goal is to offer the lowest total price online, whether that means having a higher box price with no taxes and fees or a lower box price with higher taxes and fees. Regardless of the breakdown, we aim to have the lowest total price on the web! We invite you to compare our bottom-line prices with our competitors'.

• Initial Complaint

  Date:12/13/2024

  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.

  Purchased Dailies Total 1 contacts from Lens.com on 9/8/2024. Mailed manufacturer's proof of purchase on 10/21/2024. Lens.com is refusing to process my $290 rebate because I dont have a tracking number, even though I have a timestamp photo of the mailed rebate and manufacturers proof of purchase. I even asked if I can mail the rebate form and picture again since I no longer have the physical box cut outs (since it was already mailed to them). The representative is not helpful. Responses are generic and uninformative/ preconfigured.

  Business Response

  Date: 12/13/2024

  There is no refusal in processing your rebate as we cannot process the rebate if it wasn't received. When submitting your rebate, we request you send your form in via **** certified mail. At this time, the rebate center has not received your rebate form and without a tracking number we are unable to confirm it was received. 

  Customer Answer

  Date: 12/16/2024

   
  Complaint: 22681717
  
  I am rejecting this response because:

  I have asked if I can resend the rebate form but was told that is not possible since I no longer have the box cut outs (which was sent with the original rebate form). The business offered no alternative nor effort to look for my rebate form. Based on the number of complaints from customers regarding missing/lost rebate forms, it is difficult to believe that all these rebate forms were lost as a result of ***** failure to deliver mail. An investigation into missing/lost rebate forms is warranted. 

  Sincerely,
  

  Business Response

  Date: 12/17/2024

  Without a tracking number an investigation could not be completed. 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:12/03/2024

  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 am filing a formal complaint against Lens.com. I purchased contact lenses through Lens.com which advertised a $180 rebate if purchased through their website. I received my contacts on June 26th, 2024 and immediately submitted all of the required materials along with the rebate form via the **************************** on the same day. I know this because I emailed myself pictures of the completed form, proof of purchase bar codes, as well as the stamped and fully addressed envelope which was addressed to ************************* P.O. *********************************. I contacted Lens.com about my missing rebate card and was referred to their processing company **************. Essentially I was told that my Rebate form could not be located and that they could not issue me the $180 rebate card. I provided representatives from both Lens.com and ************** the email I sent myself on June 26th which included photographs of the proof of purchases I had cut out along with the completed rebate form I had placed into a **** mailbox. I have included my initial email to myself and the email chain of my back and forth dealings with Lens.com and ************** representatives with this complaint. The key points are that the representatives from Lens.com and ************** do not address the evidence I am submitting within the email chain. They defer to the policy of them not being responsible for lost, damaged, misdirected or delayed transit mail which is an assertion being made that all the necessary materials I mailed via the **************************** was lost in the mail when they could just have easily been lost at the ************** processing facility. Another assertion they make in the email chain is that the the rebate form, the forms (including the *** codes) must be mailed using **** with their signature confirmation. To be clear the rebate form does not say that mailing "must" be sent with their signature confirmation. It is only suggested.

  Business Response

  Date: 12/04/2024

  Please provide a tracking number for which you mailed your rebate form. if received, the status of your rebate would be updated via **************. 

  Customer Answer

  Date: 12/06/2024

   
  Complaint: 22632892
  
  I am rejecting this response because:
  

  You clearly did not read my complaint in it's entirety as I have already addressed the question you are asking. Please stop trying dismiss my rebate claim based on based on a suggestion, and not a requirement, of the rebate submission process as stated on the Lens.com Mail in Rebate form. All off the necessary information regarding the processing of my rebate and it's issuance in contained within the documents I provided. I have already provided photographic evidence of the materials I submitted via the **************************** (****) on 6/26/2024. You can use the photographs of the bar codes, and the Manufacturer's Proof of Purchase bar codes I provided, to confirm that a rebate card has not been issued with reference to those numbers. 

  Sincerely,

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

  Business Response

  Date: 12/06/2024

  Per our terms and condition, ************** and/or the ************* is not responsible for lost, damaged, misdirected or delayed transit mail or illegal entries. Without a tracking number to confirm a mailed form was sent, we have no verification it was received, misdirected, lost, damaged or stolen. To ensure the integrity of the program, we treat all customers equally. As such, we cannot make exceptions to the rebate submission procedures.  

  Customer Answer

  Date: 12/10/2024

   
  Complaint: 22632892
  
  I am rejecting this response because:

  I have provided ample evidence of my rebate form submission. You have pictures of my rebate submission form along with the necessary bar codes to complete the submission. I did everything required of me on my end to properly claim the rebate. Whether it was lost in the mail or mishandled at the processing facility you have all the information to proceed with the processing of my rebate now. If my rebate submission was lost on their end they should do right by their customer of several years and honor the attempt I made.

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

  Business Response

  Date: 12/10/2024

  We are not responsible for lost, misdirect or damaged mail as per our terms and condition. Without a tracking number, we are unable to confirm you did mail the form regardless of your photos prior to mailing. We must treat all of our customers the same to ensure the integrity of the program is fair for all of those who submit a rebate. 

• Initial Complaint

  Date:11/20/2024

  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 ordered contacts on 09/25/24 and accidentally chose the wrong type (non-multifocal) that did not match my prescription. (The website correctly denied the order because the contacts didn't match the prescription.) The email (attached) on 9/26/24 says it was wrong, and they would contact my doctor and let me know the status "tomorrow." After reading this email, I thought the order was canceled because I heard nothing else on 09/27/24 ("tomorrow"). Subsequently, I bought them somewhere else.The next email I received was on 09/28/24 (attached) says the order was shipped, but it was without my doctor's verification of prescription.Upon my call today to get a return merchandise number, customer service told me the doctor didn't respond and their policy is that means the order is accepted and processed. That is stated nowhere- I have attached the only information about prescription verification I see on the website. It is not on the 9/26/24 email as you can ****** call was to return the contacts that are useless to me, but customer service said I had 30 days to return them. That is nowhere on the packing slip (attached). It is, admittedly, on the website. However, since the "policy" that no answer from the doctor equates to the prescription being validated is nonexistent anywhere, this 30 day return window should have an exception, and I should be able to return these contacts and have my money refunded.

  Business Response

  Date: 11/22/2024

  According to our records, we emailed you on 9/26 at 6:46pm to advise you we attempted to contact your doctor, but your doctor did not respond with the allotted 8 business hours that we allow per the Contact Lens rule. If your doctor does not contact us back, we assume the information is correct and ship the order as is.  Our website does provide you with details surrounding the process, which can be reviewed at 

   

  Lens.com - How does Rx contact lens prescription verification work?.

   

   

   

• Initial Complaint

  Date:11/18/2024

  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.

  I placed. Contact lens order with lens.com for 8 boxes of contacts. After opening 1 box and wearing for a day I realized something was wrong as I could not see clearly. I discovered that the lenses sent were not multi focal. When I called to tell them about the problem the lady quickly said I ordered wrong. I asked her if I did order wrong how come you did not compare my order to the script and she said they were not required to do so. I told her I wanted to return and would reorder. She then said I could return all the boxes with the exception of the 1 I opened. I was disappointed by agreed to accept the loss and returned all other pairs. The my big suprise I realized they only returned 1/2 the amount of my order. I had spent $664.56 and received only $202.00 back on my credit card. When I asked why they were not returning the full amount they said each box had $25.00 of taxes and fees that were non refundable. I questioned them saying their web site advertised easy hassle free returns with no mention of giant fees on each box. Furthermore how can they keep tax money for returned items? I believe I am a victim of a scam. I am also now wondering if the contacts are even legitimate. I would advise all to stay clear of this company.

  Business Response

  Date: 11/20/2024

  Thank you for contacting us. We are reviewing your account, and a member of leadership will be reaching out to you shortly. 

• Initial Complaint

  Date:11/13/2024

  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.

  Lens.com is obfuscating phantom fees in their online check-out flow. They show prices with and without mail in rebates but those prices are not what they're ultimately charging once the phantom fees are added on. Then, they hide it in the check-out cart flow so that consumers cannot see or calculate the math on the fees.Fees calculate to OVER THIRTY PERCENT additional fees for nothing.

  Business Response

  Date: 11/18/2024

  I appreciate your concern; the taxes and fees are 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 which we display on the shipping confirmation page. These fees allow us to continue providing excellent service and meet your expectations throughout the ordering process.