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 1728 Augusta, GA 30903

• 

  Lens.com

  PO Box 366 Louisiana, MO 63353

• 

  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:10/20/2022

  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 ordered 2 boxes of contact lenses . I paid for standard shipping 5-7 business days . This allowed plenty of time before I left for a 2 week vacation . Right before I left , I realized they havent arrived so I called customer service and a rude incompetent man answered and when I asked him about my contacts he said I dont know this was his reply to every question . Except when I asked him about delivery , he said it was via us mail so they would not be left outside my apartment. He lied its fed ex and they lay it on the ground outside my apartment. Talked to someone else the following day and she seemed very knowledgeable and explained that my right lenses were there but my left ones were special order . The man should have known that . Since no one informed me , if I wanted the right ones now , I had to pay ***** to have them Shipped overnight . Even though it was their mistake not telling me they were in . So I did . They were laying outside my door . The left lenses were to ship overnight Oct ***** because she said there was no way to have them shipped standard . I was trying to avoid having them left in front of my foot while I was gone . So everyday from the 12th till I got back on the 18 I had a friend drive over to pick them up . THEY NEVER CAME. Now its Oct 20 and no one has any answers . Im only told to be patient ! This is the worse customer service Ive ever experienced. I keep getting a generic answer about how it takes an additional 24 hours. And my lenses are rare , its like a pre typed letter they send to everyone who complains . When I call Im treated unkind and very rude . I want my lenses asap and I would like compensation for my delivery charges . I also have paperwork for rebate , however after reading the complaints about that Im too scared to attempt to obtain that . Is that safe ?

  Business Response

  Date: 11/10/2022

  A  review of the account shows the customer ordered ********************** that fall under the factory fresh guarantee that means that are ordered from the supplier once the order is place to ensure the customer receives the freshest possible **********************. Currently ******* and *******, the maker of the Acuvue Oasys for Astigmatism lenses as well as most other contact manufacturers are experiences delays in receiving the needed materials to make the contact lenses which is results in delays with our suppliers. We are in daily contact with our supplier and working to get the lenses to our customers as quickly as possible.  Most of the time the factory fresh lenses are received from the supplier is 5-7 business days and shipped to the customer within 24 hours of receipt from the supplier. We were able to do that with the right lenses. However, there was an unusual extended delay with the supplier for the lens for the left eye.  The lens for the left eye was not received from the supplier for a month after the order was placed.  The order was split shipped for each eye and received 1 business day after it was dispatched from  the warehouse.  Per the website the shipping time is from the time the order is dispatched from the warehouse, not from the time the order is placed.   We do understand the customer's frustration in  the delay in receiving the order and have issued a non -refundable account credit of $24.95 that will never expire that will be automatically be applied to the next order that is placed.  The customer is welcome to contact our  *************************** for assistance in placing an order. 

  We are honoring all rebates that are submitted and received within the terms and conditions listed on the rebate form.  The processing time is currently approximately 20 plus weeks from the received date (12 weeks for normal processing time from the received date plus 8 plus weeks for the current backlog at the processing center). 

   

• Initial Complaint

  Date:10/20/2022

  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.

  On 6/19/2022 I placed a $561 order with the promise of being eligible for $180 of rebates. I submitted the rebates in a timely manner and the rebates show as accepted and being processed by ***** However, the company states rebates will be disbursed in **** weeks. I believe the company has no intention of providing the promised rebate. The company states supply shortages is the issue, however there is no documentation of shortages over shortages of credit card components. I believe the company is using rebates to scam customers.

  Business Response

  Date: 11/09/2022

  A review of the account with the ************* shows the rebate cards will be mailed on or before 11/18/2022. Please allow up to 30 calendar days for the cards to be delivered once mailed. They will most likely come in plain white envelopes.  

• Initial Complaint

  Date:10/20/2022

  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.

  Placed order with lens.com for contact lenses, they offered a rebate. The rebate never arrived. The order was place in November 2021. I called the rebate center through their website, they gave me run around and needed a confirmation number. Lens.com never sent a confirmation number. Called lens.com. They don't have confirmation number and told me someone would have to get back to me. No time given as to when I would get the information. No supervisor available to talk with me. Again, they are supposed to contact me, but no specific time given. This is an obvious fraudulent way to get customers to order contact lenses through their company and then never fulfill the promise of the rebate. I am getting the run around. It has been over a year.

  Business Response

  Date: 11/10/2022

  A review of the account with the ************* shows the rebate card for the order from November 2021 was originally mailed in July 2022 to ******************* at ************************************************** 94704.  The customer did not contact ** until 10/19/2022 advising ** the card had not been received. A Supervisor contacted the customer on 10/20/2022 to follow up and confirm the correct mailing address for the replacement card. A request was submitted to the ************* on 10/20/2022 to check  the balance and reissue the rebate card to ******************* and have the address updated to ****************************************************************** 91208.  . Please allow **** business days for the request to be processed and the replacement card issued and mailed.  Once the card is mailed please allow up to 30 calendar days for the rebate card to be received.  The rebate card will most likely come in a  plain white envelope. 

• Initial Complaint

  Date:10/19/2022

  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. I received them in July of 2022. I couldn't see clearly with them and so I went to my eye doctor. They said they sent me the wrong prescription. I called them and they said well, your doctor got back to us late so we couldn't correct the order. Since I opened the box they refuse to refund me.

  Business Response

  Date: 11/09/2022

  A review of the account shows the order was placed on June 26, 2022 by the customer online.  The customer did not provide a copy of her prescription so we reached out to the eye care provider listed on the order for verification. The eye care provider failed to respond within the 8 business hours as required by Federal law so the order was shipped as placed. When we did finally receive doctor verification that the prescription was incorrect the order has transferred to the shipping department and it could not be cancelled at that time. The customer did not contact us until October 14, 2022 to state she had received the incorrect lenses. This was nearly 90 days after the order shipped and well past the 30 day return policy that is clearly stated on the website.  The packing slip included with the lenses also advises the customer to check the ********************** against the written prescription from  the doctor for accuracy before opening the box.  We will not be able to take the boxes back since it is past the 30 day return policy and the boxes have been opened.  

• Initial Complaint

  Date:10/19/2022

  Type:Product 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.

   
  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,
  
  *******************************

   

  Additionally, I received my Rebate Card today from Len.com  Thank you so much for your assistance.  I really appreciate it.

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

  Business Response

  Date: 10/20/2022

  We understand the customer's 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 is working as quickly as they can to get caught up. We are somewhat backlogged due recent events beyond our control , but the customer will definitely receive their rebate. We appreciate their patience.

• Initial Complaint

  Date:10/19/2022

  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 promises to be the lowest price on the internet for contact lenses. They advertise per box prices much lower than other competitors. For example, on their site, my contacts were $45.24 per box. On ContactsDirect, the same box is $78.99. Lens.com promises free shipping and rebates. When I went to checkout, I was in a rush and didnt notice that on the last screen they had added a fee of $114. Bringing my total for the order to over $300. I contacted them by phone to try and cancel the order, but they said it had already shipped so I would just have to return it. They are supposed to be sending me a return label so I can return for a refund. Though, reading reviews from others I am not confident the refund will come. My order number is ********** and the order was placed on 10/16/22. I will upload screenshots of their order vs the order I placed on ContactsDirect once I realized the outrageous cost of the Lens.com order. This hidden fee is criminal.

  Business Response

  Date: 10/20/2022

  A review of the account shows a return label, return form and RMA # was emailed on 10/19/2022 to the email address on the account/order.  We will issue a refund to the original form of payment once the order is received back in the returns department.   

  The breakdown of all charges is itemized on the Shipping Information page of your order. Depending on the device you're using to place the order, you may need to scroll down the page to see all details associated with your order.   

   

• Initial Complaint

  Date:10/19/2022

  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 through the website and then printed out and submitted materials to receive a rebate on my purchase. I am now being told that the materials have not been received. I find it unlikely, particularly after finding a number of complaints online of customers who have had difficulty receiving their rebates. Order number **********. As original packaging was mailed via normal first class mail there is no means to prove this. I simply do not believe that my material was lost in the mail.

  Business Response

  Date: 10/20/2022

  Promotions such as rebates are carefully planned for very specific time frames. If your rebate request is not received on time, unfortunately you will not qualify. We encourage all customers to process their rebate forms as soon as possible.  Lens.com is not responsible for lost, damaged, stolen, misdirected or delayed mail entries.  

• Initial Complaint

  Date:10/19/2022

  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 contact lens with the understanding that I would be getting a rebate back of $85.00. I purchased my contact at the start of June (6th) and as of today I have no rebate. I have called sent emails and done chats all telling me that they would escalate and call me back and nobody ever does. This is false advertising and scamming customers by saying they will get rebates if you buy this kind of contacts. It's been 4 months no call or contact back. I was told a card would be mailed by 10/14/22 the latest but nothing no tracking no reply to calls. This is unacceptable and very fishy sounding. They need to stop advertising rebates if that's not what they honor

  Business Response

  Date: 10/20/2022

   I reviewed your account with the rebate center and show that the rebate card was mailed out on October 16, 2022. Please allow up to 30 calendar days from the mail date for the card to be delivered by mail, although most cards are received in ***** business days.  Thank you for choosing Lens.com. We appreciate your business

• Initial Complaint

  Date:10/18/2022

  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've been waiting for my rebate from Lens.com for about four months now - When I order contacts they come very quickly and I shouldn't have to wait this long for a rebate.Order Placed 6/9/2022 Order Number ********** Rebate $85 Rebate on Biofinity Contact Lenses I'm asking that this company send me my $85 dollar rebate that I've been waiting over four months to receive. Thank you. Sincerely, ***************************

  Business Response

  Date: 11/02/2022

  We understand the customer's 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 is working as quickly as they can to get caught up. We are somewhat backlogged due recent events beyond our control , but the customer will definitely receive their rebate. We appreciate their patience.

• Initial Complaint

  Date:10/18/2022

  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 my contacts 1/27 and turned in my rebate info as soon as I received my contacts. It's been 9 months and I still haven't received my rebate! I don't understand how that's even legal. Everytime I call about it I get the same answer it's processing.

  Business Response

  Date: 11/02/2022

  A review of the account with the ****** center shows the ****** card was mailed on 10/27/2022. Please allow 30 calendar days to be delivered by mail, although most are received sooner. Most rebate cards will come in a plain white envelope.