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

  3016 Georgia St Louisiana, MO 63353

• 

  Lens.Com

  PO Box 1728 Augusta, GA 30903

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:09/22/2022

  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.

  I purchased contact lenses from Lens.com on March 7th, 2022 with the anticipation that I would be receiving a $120 rebate with my purchase. I am still waiting for that rebate as of today, September 7th, 2022. Due to worldwide supply issues they have advised customers that the 3rd party that completes the rebate process has been seriously impacted and will delay the rebate. I more than understand supply issues, but this is not a materials issue, this is a financial issue. That area of the supply chain has not been impacted to the extent that I should still be waiting for my rebate. In a online chat with a customer rep for the company, I was told it would be an additional 3-4 weeks from that day. I am still waiting 6 weeks later.

  Business Response

  Date: 09/28/2022

  A review of the customer's account shows the rebate card will be mailed on or before 10/7/2022.  Please allow up to 30 calendar days for the card to be delivered by mail.  

  Customer Answer

  Date: 10/08/2022

   
  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. I received after much delay the promised rebate of $120 on October 3, 2022. Thank you for your time and attention to this matter, and making it so easy for me to request your assistance. 
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:09/21/2022

  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 placed an order on 2/17/2022 with Lens.com for contact lenses, and qualified for a $60 rebate which I should have received promptly. The rebate was approved on 3/29/2022. However, after almost 6 months, I have still not received it. I've made several calls to Lens.com regarding the status, and continue to get the same formulaic response that it is still in process and they cannot provide me with any timeline for resolution. I am starting to suspect that the rebate offer is a scam.

  Business Response

  Date: 09/22/2022

  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:09/21/2022

  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 from Lens.com and expected a $45 rebate, that was 4 months ago. To date, after contacting the company several times, no one can tell me when the rebate will be issued. I also checked their *************** and saw that the rebate (Order Number **********) has been "ready to mail" for two months. It's classic bate and switch, now Lens is just waiting for cheated customers to give up in frustration. Their BBB customer satisfaction rating is way too high.

  Business Response

  Date: 09/22/2022

  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:09/20/2022

  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.

  I placed an order for contacts on 02/15/2022. Lens.com committed to a $90 rebate with my order. I submitted the necessary documents for a rebate in a timely manner - it was obtained and processed but never fulfilled. I have called and customer service can offer absolutely zero help in resolution of this matter. Their website's statement offers an excuse of a shortage of global raw material supply chain delays. This is unacceptable and a poor excuse. I have been waiting 7 months for a $90 rebate.

  Business Response

  Date: 09/22/2022

  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:09/20/2022

  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 April 1, 2022 I ordered several boxes of contact lens', order #**********, with a commitment of a $95.00 rebate for my order. The indicated time of issue for the rebate stated 4 to 6 weeks after receiving proof of purchase by sending in the prescription tabs off of each box of contacts. (Copy of rebate forms attached) To this date, September 20, 2022, I have not received my rebate. (Copy of Lens.com status report attached) The rebate center for Lens.com sent me an email on 8/17/22 (Copy of email attached) responding to my request for my overdue rebate, but they just gave me a "Canned" response. On their website they reveal highly rated reviews and proclaim speedy responses for rebates, but it's nothing but LIES to scam people into ordering contact from them with promises they don't keep. Please assist me in getting the rebates I was promised.Attachments: Rebate forms Copy of Lens.com email to me Original Order Form Rebate Status

  Business Response

  Date: 09/22/2022

  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:09/20/2022

  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 placed an order for 2 boxes (12 contacts) of +**** Honey Contacts order ********** paying off $200 . I didn't request an eye etc. I just requested +****. Well I received -**** 6 boxes ( 2 per b ox) ! ! I put one pair on not realizing it was wrong and called immediately to advise. I was told by the rep they had to recertify my prescription and one of my eyes is -**** the other is +****. As I explained to the rep I didn't specify which eye, I requested positive as they work best with my glasses in both eye . I requested a supervisor who also went back and forth not listening that if the rep that took my order out in the wrong eye that's no fault of mine. I advised in all previous orders are positives. After again going back and forth the supervisor is refusing to replace at least the 5 unopened boxes saying that she can only do three. This is not what I paid for not any fault of mine ! Than she like made an idle threat that she'll charge my card if the other 3 boxes aren't sent back timely. Her name was *****. I have since sent emails etc with no complete resolution. I'd like to have all boxes replaced or a full refund.

  Business Response

  Date: 09/22/2022

  Two replacement orders have been placed for 1 box each of +****. Order #********** for 1 box shipped on 9/20/2022. Order # ********** is processing and currently expected to ship by 9/29/2022.

• Initial Complaint

  Date:09/18/2022

  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 placed an order with lens.com on 7/31 and the wrong power was sent. I was emailed a return label and sent back on 8/31. I never heard back. I called CS back to report the same problem which I'm on the 3rd time explaining to the agent. She checked the tracking number and it is in ********. This was on a Friday. She said they'll have them on Monday and they will expedite shipping. I checked on Thurs it was still in ********. I asked a supervisor after 2 more attempts to please ship my lenses I was told NO. We are on Sept 18th and still no lenses. The package is in ******** still (obviously lost) and has not moved.I am out $300.00 and severely distressed and anxious. I am trapped in my house because of my eyesight. I can't drive. I'm trapped and out $300. I deserve my lenses or refund.

  Business Response

  Date: 09/22/2022

  The refund was issued to the original form of payment on 9/20/2022 in the amount of $287.87.

• Initial Complaint

  Date:09/15/2022

  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.

  My lens.com rebate was shipped on 7/28, with another rebate pending. I have yet to receive the one that was mailed on 7/28. I have called and spoken to many many different people. Each sends me to a different department. Then I finally get someone and they tell me "their system is updating, they will call me in an hour". Yes, that was weeks ago and still no call back or either rebate. I order specifically from lens.com because of this rebate and I feel like they are giving me the runaround and it is not actually on it's way.

  Business Response

  Date: 09/22/2022

  The rebate was mailed on 7/28/22 the the address listed on your order. It appears that the mailing address is different from the one listed on your complaint. Unless the customer provided a different mailing address on their rebate submission form it will automatically go to the address on the order. The rebate was mailed to: *****************************************************. Please check that location for the prepaid card.

  Customer Answer

  Date: 09/28/2022

   
  Complaint: 18114698
  
  I am rejecting this response because: we have checked the address it was mailed to many times (Im in constant contact with the new owners regarding mail) and all our mail has been getting forwarded to my new address for months. This has not been received by anyone at any address and I would like a new card sent. When I call, they cannot even locate the order # with the info provided on the lens.com website and make up excuses to get me off the phone or transfer me. I dont believe this was processed or either address would have gotten it. I will most likely take my business elsewhere if these last 2 rebates are not sent. Thank you for looking into this matter.
  
  Sincerely,
  
  *******************

  Business Response

  Date: 10/12/2022

  The rebate card was mailed on 7/28/2022 to ******************************************************************;  We would be happy to reach out to the ***************** and request the balance be checked and the card reissued since the customer has not received the rebate card to date.  The customer would need to contact us by email at [email protected] and provide/confirm the current mailing address or contact us by phone at ************ to confirm the mailing address for the rebate card.   

  Customer Answer

  Date: 10/14/2022

   
  Complaint: 18114698
  
  I will wait to see if **************** responds before accepting this response. I have called them many many times before and spoken to many many people (who say my rebate was never even processed). They promised to call me back a long time ago and again, nothing. I have emailed them the screen shot response with your instructions on next steps. 
  
  Sincerely,
  
  *******************

  Business Response

  Date: 10/20/2022

  We have submitted a request to the Rebate processing center on 10/17/2022 to have the mailing address updated to ******************************************************************* per the customer request and have the card reissued. Please allow **** business days for the request to be processed and the card issued and mailed.  Once the card is mailed please allow ****************************************************************************************** ***** business days.  The rebate card will most likely come in a plain white envelope. 

  Customer Answer

  Date: 10/30/2022

   
  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,
  
  *******************

• Initial Complaint

  Date:09/14/2022

  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 contact lenses from Lens.com, on May 17, 2022, with a promised rebate of $85. I have been waiting patiently, while occasionally checking the rebate status, but so far there's been no change in the status in over 2 months. I am thinking this was a scam, and I'll never receive my rebate. Lens.com is blaming their rebate vendor, but aren't they ultimately responsible for the promised rebate? Thank you for your help. *****************************

  Business Response

  Date: 09/22/2022

  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:09/14/2022

  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 contact lenses in April. The company offered a rebate with the offer. I filled out rebate form and enclosed the contact lens box barcode and mailed off to rebate center on 4/21/22. They claimed on their website that rebates were taking longer than usual due to Covid-related shortages and to be patient. I called on 9/6/22 to inquire about status of the rebate. Was told by customer service rep that the rebates were handled by third party and they would leave a message for them. I never heard back and it's been almost 5 months now. Also, when I order the lens, it did not show on the original invoice the excessive processing and shipping fees, that amount doesn't show until you've already hit the "place order" button. As you can see from the attached document, the product is $139.48 x 2 = $278.96, yet the total charged is $385.87. It's very deceptive practice.

  Business Response

  Date: 09/22/2022

  The rebate request was not received at the processing center prior to the expiration date.
  
  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.