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

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

If you've experienced an issue

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:09/13/2022
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.
They offered a rebate which I sent and they said they never received it and part of their policy is not being responsible for lost mail. Sounds like fraud for them to not have to pay out their rebates to customers
Business Response
Date: 09/22/2022
A review of the account indicates the rebate form was noted printed from your online rebate tracker. The rebate offer has now expired.

We offer a generous 3 month (12 week) window from your order shipped date for you to submit your rebate. We regret to inform you that we didn't receive your rebate before your 3 month (12 week) window ended on 8/5/2022. This is in keeping with the Terms and Conditions.

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.
Customer Answer
Date: 10/04/2022

Complaint: 18114919

I am rejecting this response because:

Sincerely,

***************
Initial Complaint
Date:09/12/2022
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 have the same issue as rebate issue as others here. I purchased contact lens from lens.com 2/8/2022 that qualified for a $160 dollar rebate. I immediately sent the required forms and documentation to receive my rebate after receiving my order. Shortly after, it was indicated on their website that the rebate documentation was accepted. It's now September 2022, 7 months since I placed my order, and I still have not received my rebate. I have contacted customer service and they keep on providing excuses that the delays are due to Covid and will not give me any timeline for when I will receive my rebate. I was originally told it would receive the rebate 6-8 weeks after it has been accepted. This process has now taken well over 24 weeks. This is unacceptable.
Business Response
Date: 09/22/2022
The rebate card will be mailed on or before 9/30/2022.
Initial Complaint
Date:09/11/2022
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 contacts on Feb 4, **** that stated a $160 rebate. I had sent in the rebate form immediately and now over 7 months later, I still have not received the rebate. The website states the rebate takes 12 weeks to be received. It has now been 7 months, far past the 12 weeks as stated on the website. I have contacted **************** and they told me it takes 16 weeks. It's incredibly unacceptable that I have not gotten the rebate and now it has been over 28 weeks. I will never order from this company again.
Business Response
Date: 09/22/2022
The rebate card will be mailed on or before 9/30/2022.
Initial Complaint
Date:09/11/2022
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 on March 14, 2022 from Lens.com, order #**********, in the amount of $230.67. A rebate was available and I filled out and sent in all the information requested to be eligible for it. The rebate was submitted within the required guidelines and was supposed to be issued within 6-8 weeks. I've checked the status repeatedly over the past several months and receive the same message about a "raw materials issue" delaying the process. Today I tried to go to their web page for rebates and it is down. I called the main number and there is not an option to speak with a customer service rep regarding rebates. I bought contacts through Lens.com based on past orders and the rebate program. Please advise as to how I can get the money that they promised with the original purchase. Thank you.
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:09/11/2022
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 have ordered from Lens.com for several years and have not had a problem receiving rebates within the timeframe described. Unfortunately that result is no longer true and the company is not providing timely updates or solutions for 3 active rebates that I have submitted since January 2022. I currently have a $120 rebate from an order placed on 1/26/2022 that is pending being mailed (final stage). I have a $75 rebate from an order on 6/3/2022 pending fulfillment (next to final stage). And I also have a $105 rebate from an order on 7/4/2022 pending card loading (third from final stage). The rebate guidelines were met by me, the customer. The same guidelines are not being met by the company, Lens.com, who has received full payment, is not meeting their financial obligation. Their call center states this this is due to Covid. I'm curious if this company received PPP loans to pay their expenses and are now using the pandemic as an excuse to not fulfill these rebate orders. Meanwhile they are keeping rebate money promised at time of purchase. I'm owed $300.
Business Response
Date: 09/22/2022
The rebate for order #********** (Jan 26, 2022) will be mailed on or before 9/30/2022.

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:09/10/2022
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.
My complaint is about misleading advertisement. I placed my order 04/11/2022. The website states it takes roughly 12 weeks for the rebate to process. It is 09/10/2022 and the rebate is stuck in the final stage of processing. I filed for the rebate immediately after receiving the contacts. Please see the explanation from the support staff below and notice the language used. "THEY ask that WE allow 20 plus weeks for processing". Basically, when they feel like it. The supply chain shortage excuse does not add up.. for what... plastic? Maybe they are short of time? Aren't we all in today's world. Unfortunately it's us consumers that get the short end of the stick. "I show that the rebate form for order is still processing but I see that it's in the final stage before being sent to the mailing department to be printed and mailed out. I also see that the form was received at the processing center on 5/26/2022 and they ask that we allow at least 20 plus weeks for processing and for them to get the card mailed out to you (12 weeks normal processing time plus approximately 8 additional weeks for the current backlog at the processing center). As soon as we receive the update that the card has been mailed we'll post that information to your rebate center for you so you'll know that the card is on its way.This is the most up to date information that we have at this time for your rebate. I can promise you that you will be receiving your rebate card since it has been approved and is processing. I understand that the wait is frustrating but due to the backlog processing is taking longer than normal."
Business Response
Date: 09/22/2022
The rebate card will be mailed on or before 9/30/2022.
Initial Complaint
Date:09/10/2022
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 ordered contacts from Lens.com on 04/27/2022. All over their website they promote a rebate system to save money on contacts. They advertised a $135 rebate for the Biofinity Toric lenses I purchased. I spent $265.87 and immediately filed for the rebate when I received my product. This was in early May. It is now 09/10/2022 and I have still not received my rebate. The rebate center claims that they are "backed up" but "rest assured you will receive your rebate." It has been sitting in the "card fulfillment by **** card processor" for months now. I am starting to suspect that this company promotes these large rebates to get customers with no intention on fulfilling the 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.
Customer Answer
Date: 10/05/2022

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:09/08/2022
Type:Product Issues
Status:
UnresolvedMore 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 did not properly read my contact lens prescription from my doctor and sent me $125 worth of useless contact lenses that they would not accept back in return nor would take any responsibility for getting my order wrong.
Business Response
Date: 09/16/2022
The order was ******** by the eye care provider, Dr *********************** on 11/26/2021. We sent a fax verification request to the doctor and the reply received back was the prescription was correct and valid. The Doctor ******** the order was correct as placed for the left eye with an axis of 100. The order shipped on 12/3/2021.There was no contact until 8/18/2022, 8 months after the order was received that there was an issue with the order.

The packing slip included with the lenses advised the customer to carefully check the ******************** against the prescription from their eye care provider before opening the boxes.

We offer a 30 day return period from the day the order ships. The return period was long expired. We are unable to take the lenses back at this time.
Customer Answer
Date: 09/20/2022
(The consumer indicated he/she DID NOT accept the response from the business.)
I called ****************** office just last week to explain to them the situation and what Lens.com was claiming. Their response was exactly as I thought that Lens.com is lying and misread the very same prescription form that I have.
Customer Answer
Date: 09/20/2022
***Document Attached***

See Attachment/File: IMG_1323.jpg
Initial Complaint
Date:09/08/2022
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.
Similar to others, I've been waiting since March 2022 for my $160 rebate. This timeline far exceeds anything that has been given on the website. This is the second time a rebate has taken 6 months or more. It is unacceptable.
Business Response
Date: 09/16/2022
The rebate card will be mailed on or before 9/23/2022.
Initial Complaint
Date:09/08/2022
Type:Product Issues
Status:
UnresolvedMore 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 four packages of contact lenses online from Lens.com. The offer included a rebate in the amount of $110.00 in the form of a debit card. The purchase was made and processed by Lens.com on 2/25/2022. Their website indicates, and I have verified via a phone conversation yesterday, that the rebate request was properly and timely submitted. We are being told that Lens.com is experiencing a backlog due to supply issues.This explanation seems ridiculous at this point. I respectfully request any assistance you could provide in getting Lens.com to finalize the processing of the rebate.Thank you.
Business Response
Date: 09/16/2022
The rebate card will be mailed on or before 9/23/2022.
Customer Answer
Date: 09/23/2022

Complaint: 18114718

I am rejecting this response because: We still have not received the rebate. Lens.com claims it was mailed on 9/14/22 and we should have received it in 5-7 business days. This is the seventh day.

Sincerely,

*****************************
Business Response
Date: 10/05/2022
I reviewed your account with the rebate center and show that the rebate card was mailed out on 9/14/2022. Please allow up to 30 calendar days from the mail date for the card to be delivered by mail. If the rebate card is not received in 30 calendar days we can request the card be reissued at that time and update the mailing address if necessary. The processing center will not reissue a rebate card for 30 days after the mail date to allow time for the **** to deliver the card and forward if there is a forwarding address on file.
Customer Answer
Date: 10/06/2022

Complaint: 18114718

I am rejecting this response because: I called Lens.com on Friday 9/30 and was told by the service rep that the rebate would be reissued and that I should expect to see it in the mail in 7 to 10 business days. I do not understand how it takes 30 to receive something in the mail. Please keep in mind that the rebate application was received and verified in March.

Sincerely,

*****************************
Business Response
Date: 10/12/2022
A review of the account shows the rebate card was mailed on 9/14/2022 to the address on the order. We are unable to issue a replacement until 30 days after the mail date. We would be happy to request the card be reissued if not received by 10/14/2022 and update the mailing address at that time. The customer will need to contact us by email after 10/14/2022 to confirm the correct mailing address for the replacement card. Once the request is submitted to the ********** center it takes **** business days for the card to be reissued and mailed. The ********** center request that 30 days are allowed to receive the card by mail, although most are received sooner.
Customer Answer
Date: 10/13/2022

Complaint: 18114718

I am rejecting this response because: I have received promises of payment several times before and have not received the rebate.
Also Lens.com's response and policy are inconsistent with previous responses, some were verbal over the phone.

Sincerely,

*****************************
Business Response
Date: 10/20/2022
We have submitted a request to the ********** center support team to check the balance on the card and reissue to the mailing address you provided on the phone call on 9/30/2022 of *********************************************************** since it has now been 30 days from the mail date on the original rebate card. Please allow **** business days for the request to be processed and the card issued and mailed. Once the card is mailed please allow 30 calendar days for the rebate card to be delivered by mail although most are received within 10 -14 business days. The rebate card will most likely come in a plain white envelope.
Customer Answer
Date: 10/21/2022

Complaint: 18114718

I am rejecting this response because: I have not received the rebate that was processed. The paperwork was accepted on March 6,2022. That was over 7 months ago. The time frames stated in the response are ridiculous at this point. I respectfully request the rebate be expedited.

Sincerely,

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

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This business has 1 alert

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Customer Complaints Summary

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