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:11/12/2024

  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.

  Hello, I purchased contact lenses from lens.com with a promise to get an $85 rebate. I submitted rebate form 1 month from the purchase date (the ***** period they specified was 12 weeks so it is within the period for sure)The purchase date was 06/30/2024 They claimed that they had never received the rebate form and refused to issue a rebate.I did that many times in the past and never had an issue with shipping it to them.Either they rebate service is not working correctly or they are just doing it on purpose now.

  Business Response

  Date: 11/12/2024

  We have communicated to you to please send your tracking number from your mailed in rebate form. If you do not have a tracking number, we cannot verify the post office received your mailed in rebate form. Per our terms and conditions, we are not responsible for lost or stolen mail. 

• Initial Complaint

  Date:11/11/2024

  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 required by federal law to verify my prescription for contact lenses. They claim to have faxed a request to my optometry clinic. However, my optometry clinic does not have a fax number. They claim to have not received a reply within 8 business hours, but they do not appear to have given 8 business hours for the reply since my clinic is located in *******. I requested a cancellation of my order and upon receiving my request they immediately printed a shipping label and tried to force me to accept the products.

  Business Response

  Date: 11/13/2024

  By law we are required to verify a prescription and allow 8 business hours for verification from your doctor, if the order is shipping within *****************. Your order was shipped on November 7th prior to receiving your email request to cancel. We are a 24/7 operation and have multiple channels to reach out to for an immediate need. Good News, you are welcome to refuse the package, and it will be returned back to us. 

• Initial Complaint

  Date:11/07/2024

  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.

  The uploaded document is the receipt for my order and does not itemize the charges to my credit card. There is a difference between the charges for each box $108.58 and the subtotal $160.06 of $51.48. I called customer service and the explanation from ********************** was the this is a processing fee and taxes. I asked for a detail of processing fee and taxes and they are unable to itemize between processing fee and taxes or even provide a receipt with the charge. This is very deceptive given it is no where on the receipt and they will not provide a receipt with the charge. Basically, I am being charged a 47% service fee and tax per box of contact lenses. They advertise the contact lenses at $54.29 and they hit you with a fee of 47% service charge. How is this even allowed and how are they allowed to get away with telling customers they can not provide a receipt itemizing the charges to customers. This is deceptive and a bait and switch scam of prices for lenses. They must be required to detail every charge on a receipt of a purchase for vision correction.

  Business Response

  Date: 11/08/2024

  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 prior to you confirming your order. These fees allow us to continue providing excellent service and meet your expectations throughout the ordering process.  The "taxes" are tax-recovery charges for tax obligations where applicable, and the "fees" are compensation for servicing your order.

• Initial Complaint

  Date:11/07/2024

  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.

  On 7/9/24, I ordered contacts from Lens.com - order # **********. The total price was $757.79 with a rebate price of $180, which would have left the balance of $577.79. I mailed the rebate form on 7/22/24 after receiving the contacts, including the cut-outs from the box for Proof of Purchase. For reassurance, I took a photo of the form with all of the cut-outs, then mailed it. Upon checking 3 months later and no rebate in sight, Lens.com stated that they never received the form. After sharing my photo with them as proof, they asked for Proof of Mailing from the post office, which I did not have. No phone, chat, or email correspondence has helped. Others should be aware of this loophole where they can deny receiving it.

  Business Response

  Date: 11/08/2024

  We do not accept photocopies as a form of submission, furthermore, on the rebate from within the terms and conditions it states we are not responsible for loss or stolen mail. Additionally, we suggest mailing the form as **** signature confirmation to retain a tracking number from the post office.

• Initial Complaint

  Date:11/07/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  ********* contracts **************. I'm almost certain they are related in some way. Their business model assumes people will send in their mail-in-rebate without certified mail. In which case they ignore and then ********* customers requesting their rebates. All communications are automated, so there is no recourse for the customer. Only option is to talk to a 'customer service agent', in this case 'Mich' at ********* who's only purpose is to direct you to ************** which only provides an automated response that they didn't receive the rebate. It's shady as ****, and should be dealt with from a Federal Trade Commision standpoint with severe levies. Attached is my chat transcript and photos of everything I sent.

  Business Response

  Date: 11/08/2024

  Our rebate program is powered by **************. You may contact us at ************** and provide your tracking number for your rebate form. Entering your order date and order number will allow you to track your rebate on **************.

• Initial Complaint

  Date:11/04/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  the contact lenses are not the correct prescription, do not fit my eyes, blurry vision and miserable to try to wear.

  Business Response

  Date: 11/06/2024

  We spoke to you on 11/4 and refunded you in full as you ordered the wrong brand. We are happy to place a new order for you, feel free to give us a call! 

• Initial Complaint

  Date:10/24/2024

  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 sent a rebate form and *** codes to Lens.com on 7/15/24. The rebate amount was for $250 after spending $803.79 in contact lenses. When I didn't get the rebate in early October, I checked in with Lens.com rebate center and they said they never received anything. I happened to take a picture of all the *** codes attached to the rebate application and I had a copy of my charge card receipt for $4.90 from the post office from 7/15/24 but the post office couldn't give me a tracking number from my receipt number because it was over 60 days when I checked with them. I told all this to Lens.com and they didn't care. They could see that I downloaded a rebate form on 7/15/24 and despite my photos of my ***s and receipt from the post office, and even though my rebate was sent certified mail, some how everything was "lost" and they are not responsible and they are off the hook, just like that and I'm out of luck! The reason I bought a year's worth of contact lenses at once was to take advantage of this rebate. I did it last year and the process was seamless. I don't know what their problem was this year but they have lost a good customer with this sort of behavior.

  Business Response

  Date: 10/25/2024

  Per our terms and conditions, we are not responsible for loss or stolen mail. Without a tracking number, we will not be able to verify it was truly received. We suggest for you to contact the post office again for the tracking details.

  Customer Answer

  Date: 10/26/2024

   
  Complaint: 22465517
  
  I am rejecting this response because:  A rebate such as the one offered by Lens.com is designed to incentivize customers to purchase in bulk when they normally might not do so. I purchased a years worth of contact lenses in order to take advantage of this rebate. If it wasn't offered, I would not have purchased the amount of contact lenses I did at one time.  It is out of my control if the postal service or if Lens.com lost my rebate form and UPC codes. It is out of my control that the post office can't give me any information about a tracking number with the receipt number I provided them with my credit card statement from July 15, 2024 because over 60 days has gone by. However, based on the circumstantial evidence I submitted, 1. Their customer service *** acknowledging I did in fact download a rebate form on July 15, 2024, 2. My time stamped photo of my contact lens UPC codes from July 15, 2024 and  3. A credit card post office receipt dated July 15, 2024, I would think they would want to try and keep a returning customer happy and give me the rebate. If I had absolutely no evidence of submitting a rebate form then I can totally acknowledge why a claim would be rejected but when I have the proof that I do, it is beyond comprehension that a business would treat a customer in this manner.

  
  Sincerely,
  
  ***** ****

  Business Response

  Date: 10/28/2024

  Your rebate cannot be processed if our rebate center has not received the physical forms. Without tracking and confirmed as delivered, we are unable to process the rebate. 

• Initial Complaint

  Date:10/21/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Lens.com offers rebates for buying multiple boxes of contact lenses. Sent in the rebate information and boxes, perfectly. The rebate center says it's lost in the mail which is an ongoing problem for Lens.com. I paid way too much for contacts and I'm out $135 in rebate $. Many other customers having this same problem as I have read.

  Business Response

  Date: 10/21/2024

  Please provide the tracking number from which you mailed in the form, please provide that so we may investigate further. 

• Initial Complaint

  Date:10/15/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased contact lenses from this site on 8/10/24 and during the purchasing process was told there would be an opportunity for a rebate once the order arrived. The order did not arrive until 10/13/24. When opening the package the slip in the packed noted that I had 30 days to return the item if the lenses were in their original package unopened/unused. I proceeded to try and activate the rebate which is done through a third party site and it says that my order is invalid. I attempted to contact the support line at ************************** via chat who explained they cant help with the rebate because its not their company. I then tried to contact the rebate company with no response. I then asked the *** if I can start the process fora refund because I had no intention of spending $65 on one set of contact lenses and the rebate was not working. He told me to call support. Unpon calling I was given instructions to complete a return form and email it back to support. Support furnished me with an RMA number. when I sent the form back they told me I was misinformed and the order cant be returned. This feels like a bait and switch scam with a lot of misinformtion both during and after the purchasing process. I would like my money back and would like to return the item as it was originally communicated this would not be a problem.

  Business Response

  Date: 10/16/2024

  All sales are final for novelty lenses and no returns can be accepted, which is listed on our site. Please visit ************** and enter your order number and order date. Your actual order date is 10/08/2024 not 8/10/2024. Please follow the steps to print your rebate and mail in the barcodes as per the instructions listed on ************** as well as on your rebate form. 

  Customer Answer

  Date: 10/17/2024

   
  Complaint: 22425703
  
  I am rejecting this response because: 1) there is no where on the page that says these are non-refundable when you are purchasing. ************************************************************************** 2) the rebate site is not accepting my order info (see screenshot attached) 3) the insert that came with the contacts specifically says I can return them within 30 days unopened per the first document I sent to BBB. 
  
  Sincerely,
  
  ****** *****

  Business Response

  Date: 10/21/2024

  On our site we do state novelty lenses are all sales final:

  Can I return novelty contact lenses?

   No Novelty contact lenses are final sale items with no exchanges, returns or refunds.

   

   

  As stated previously, your order was placed on 10/8/2024, the reason your rebate is stating you do not have a rebate is because you are entering 8/10/2024 instead of the actual order date 10/8/2024. 

   

• Initial Complaint

  Date:10/14/2024

  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.

  10/12/24 My brand of contacts is advertised for "$9.99 after rebate, save $85 for 4 boxes" (I have the screen shot). Then, in chat I'm told "Your product total is $233.87" (instead of $40)I pushed a few more times, and was told "The order subtotal for 4 boxes is $124.96+ taxes and fees of $98.96 +shipping fee of $9.95 that makes you order total of $233.87 and the after rebate price is $148.87 since you are qualifie for a $85 mail-in rebate." - CLEARLY NOT $9.99 x 4.Rep replied "That's the regular price without the taxes and fees"It went around and around : $98.96 "taxes & fees" for 4 boxes would almost be $25 a box, on top of $31.25 "base price" (from $126.96) = $56 minus about 20 each for the rebate, puts it back to about $36... NOT THE $9 they advertise. His last few efforts included "After rebate price: $148.87 minus $98.96 Taxes and fees minus $9.95 shipping fee is $39.96. So, $39.96 divided by 4 boxes is $9.99 per box. That's the lowest price per box." HE IS NOW SUBTRACTING the $98 taxes and fees to try to claim it's $9.99/box. How can this business be shut down or penalized enough to make them stop!

  Business Response

  Date: 10/15/2024

  The price per box is correct and not false advertising. This is before taxes and fees, and we list all fees prior to you submitting your order on the shipping confirmation page.