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.

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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:09/07/2022
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 8/19/2022. I immediately emailed them the prescription to the email address they provided. I then received an email saying that the prescription I emailed doesn't match the prescription I initially put in at the time I ordered the lenses. Well, that's because they changed the prescription, not because I put it in wrong. I received the lenses with the wrong prescription, and sent them back on 8/28/2022 in the original box, with the shipping label they emailed me. It's September 7, 2022, and they still haven't received it. It may not be their fault they haven't received it, but the lack of concern they have about it, and they're lying is the real issue. One customer service person said that they canceled my order when I asked for a refund, now today, they can't cancel it because they haven't received the wrong ones that I've returned yet. I asked for a refund because they sent me the wrong lenses because they decided it'd be a good idea to change my prescription, and now you can't seem to locate them and issue a refund, so I can get lenses from a more capable company. I don't know what type of mailing services they use, because I mail things to customers all the time, and they receive their items in a timely fashion, and I'm a one woman show. I also received an email this morning saying that my items had been shipped, so I can't cancel my order. Huh? I learned my *******
Customer Answer
Date: 09/09/2022
***Document Attached***
I'm attaching the picture of where the contact lenses I returned are at currently. They have been with ***** since September 5, and it is now September 9, 2022. The fact of the matter is that I have nothing to do with how long the return takes to get to them. I did what I was supposed to do. When it was scanned Into the system, that's when they should've closed out the return for me.
See Attachment/File: 0E3D7A0B-B45C-*********-3351D49B0F51.jpeg
Business Response
Date: 09/14/2022
We have reached out to ***** to address the issue of the delay in returning the order to us. Please allow until 9/21/2022 for us to receive and process the return. If the return is not received by 9/21/2022 we will issue the refund at that time for the one box of contacts that was sent back to the original form of payment.
Customer Answer
Date: 09/15/2022
(The consumer indicated he/she DID NOT accept the response from the business.)
I don't accept this response as being satisfactory, because as the customer, I did what I was supposed to do. The company can obviously see where I have mailed them the contact lenses which were in fact the wrong prescription, and they were sent to me after they verified my correct prescription with my eye doctor. A reputable company is not going to fault their customers for a shipping mishap they have nothing to do with. It's my fault, I should've stuck with 1800contacts like usual.
Business Response
Date: 10/12/2022
A review of the customer's account shows there was technical issue with the processing of the refund. We have issued a manual refund on 10/10/2022 to Afterpay.
Initial Complaint
Date:09/06/2022
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 lens in march 2022 with the promise of a $40.00 **** card rebate. several months after not receiving I called to obtain status and they advise it would be a couple more months. As of today still no card and the site mentions is it processed but not mailed. My order **********. It seems they have a note that states ************* levels of our rebate vendors have been seriously impacted by global raw material supply chain delays. Rest assured you will receive your rebate." BUT I have noticed that orders purchased after mine have gotten their rebate cards mailed, so this warning is only a delay process. Pls help resolve, it seems this is the only avenue we have to make this company keep their promise. Thank you for your help
Business Response
Date: 09/14/2022
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: 09/27/2022

Complaint: 18115496

I am rejecting this response because: they advised that the card would be mailed within 5-7 days (email they sent was dated 9/16/22) checked status and they indicate the card still has not been mailed (10 days later). I do not trust them. I will advise BBB when I receive the **** card (if I receive)

Sincerely,

*****************************
Business Response
Date: 10/20/2022
I reviewed your account with the rebate center and show that the rebate card was mailed out on September 21, 2022. Please allow up to 30 calendar days from the mail date for the card to be delivered by mail.
Customer Answer
Date: 10/20/2022

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:09/05/2022
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 contact lenses on April 20, 2022
Order Number: 1868712109
I am due: a $45 Rebate on 1-Day ****** Moist 90PK Contact Lenses
This company has failed to send my rebate in a timely manner. I wish to receive the funds due to me. I am filing a complaint here as well as calling my local news channel to report the scam website.
Business Response
Date: 09/20/2022
Business Response /* (1000, 5, 2022/09/14) */
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.

Consumer Response /* (3000, 7, 2022/09/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Rebates are uploaded electronically, not physically, and therefore should not take 5+ months to send to the customer regardless of a pandemic or "overwhelming amount of volume". A company that can't handle the "volume" should also therefore not be in the business of selling tangible necessities such as contact lenses, which oddly was delivered to me in a timely manner. This is proof that their excuses are thin veils for poor business practices. Thus, my BBB case remains open until my rebate is received.

Business Response /* (4000, 9, 2022/09/16) */
I have sent forward to have your rebate escalated. When the rebate is mailed out, they will document the rebate center on your account with the date it was mailed. Should you have any questions please contact our Customer Service Department and we will be happy to assist you.

Consumer Response /* (2000, 11, 2022/09/19) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Company notified me that my rebate will arrive within the week.
Initial Complaint
Date:09/05/2022
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 have a rebate from April 2022 that has still not arrived.
Business Response
Date: 09/16/2022
Business Response /* (1000, 5, 2022/09/14) */
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.

Consumer Response /* (2000, 7, 2022/09/15) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Initial Complaint
Date:09/05/2022
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 placed an order on 2/16/2022, order # **********, and promptly submitted the required documentation to receive a $90 rebate. After almost seven months, the rebate still has not been received. Their "rebate center tracker" shows the rebate as processed, but not mailed, for some time. It seems the only way to compel Lens.com to actually send the rebate is to file a complaint with the BBB.
Business Response
Date: 09/14/2022
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: 09/23/2022
Complaint: 18114912

I am rejecting this response because:
While Lens.com indicated their intention to honor the rebate, I have not yet received the rebate.
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 9/21/2022. Please allow up to 30 calendar days from the mail date for the card to be delivered by mail.
Customer Answer
Date: 10/05/2022
Better Business Bureau:

I received the rebate card in the mail and am satisfied with the resolution.

Sincerely,
*****************************
Initial Complaint
Date:09/02/2022
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 placed an order on 2/18/2022 with Lens.com for a year's supply of contacts. I should have received a rebate of $100 within 6-10 weeks of my order. However, it has been almost seven months and I have not received my rebate. I have made several calls to Lens.com regarding the status of my rebate, but the representatives continue to inform me that my rebate is still in process. I am concerned that the rebate is nothing more than a scam.
Business Response
Date: 09/16/2022
Business Response /* (1000, 5, 2022/09/14) */
The rebate card will be mailed on or before 9/23/2022.

Consumer Response /* (2000, 7, 2022/09/15) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Initial Complaint
Date:08/31/2022
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.
Do not order from this company! This company advertises that they offer "****** free returns" and "if you have any problems with your order, please contact us and we will make it right"! The company was sent clear information about the prescription I needed, but I recieved the wrong prescription contacts. I called customer service, and was told they would not accept my return because the shipment was opened. I asked to speak to a supervisor and had to wait for a call back. The supervisor called back and stated that they would not accept a return or issue a refund because the shipment was open. The supervisor made excuses for why my contact prescription was incorrect and would not work with me to correct the mistake made by THEIR company and employee. The supervisor stated the employee was unsure what prescription I needed, so they guessed. I asked why wouldn't they call or email me with questions since they had all of my contact information and it was an expensive order. She had no answer. Why am I expected to pay for an expensive mistake made by THEIR EMPLOYEE?! Not only will they not refund me or make this right, but now I am without the correct contacts AND now I will have to pay someone else to get my contacts. This company not only has FALSE ADVERTISING all over their website, but they won't make it right when they make a mistake! Do not purchase any products from this company.
Business Response
Date: 09/15/2022
A review of your order shows the order was incorrectly verified. We shipped ***** and *****, the prescription is for +**** and +****. We would be happy to take back the incorrect lenses and ship the correct prescription to the customer.

We have sent an email with return instructions, a return label and RMA# for the return. We have noted the customer's account that the return has been authorized.
Customer Answer
Date: 09/19/2022
(The consumer indicated he/she DID NOT accept the response from the business.)
I'm in the process of returning the contacts and until I receive the correct prescription or refund. I will not be satisfied with the response given from the business.
Business Response
Date: 09/22/2022
We have noted the account the lenses are on the way back. We will email the customer once the return is received. We will ship the correct lenses once the incorrect ones are received back in the returns department.
Customer Answer
Date: 09/29/2022

Complaint: 18114911

I am rejecting this response because:
The incorrect contact lens was sent back to the business on September 20 ***************************************************************** a full refund I will not accept the business response.
Sincerely,

*************************
Business Response
Date: 10/12/2022
A review of the account shows the correct contact lenses were shipped on 10/10/2022 with ****** The tracking # is **** **** **** **** **** 37. The order should be received in 5-7 business days at the customer's residence.
Initial Complaint
Date:08/30/2022
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.
Made purchase on 2/2/2022 and supposed to receive $120 rebate. The rebate request was confirmed received on 3/3/2022 and to date has not been sent and still shows processing. I've contacted the company 3 times to inquire on the status and the first two responses were generic/they are running behind and I have not received response from my final inquiry. At this point I do not believe they intend to provide the advertised rebate and are just fraudulently advertising. I would like assistance to receive my promised rebate.
Business Response
Date: 09/13/2022
Business Response /* (1000, 5, 2022/09/08) */
The rebate card will be mailed on or before 9/16/2022.

Consumer Response /* (2000, 7, 2022/09/09) */
Thank you for the update! They advised that the rebate card will be mailed by 9/16 which if fulfilled will resolve the issue. I'm happy to update if/when received. I truly appreciate your support and assistance! Sincerely, thank you!
*******
Initial Complaint
Date:08/30/2022
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 not received 2 different rebates. I have been waiting since Feb 2020. They will not provide me with any information on when I will get my rebates. They did say if I can't wait they will put in a request to cancel my rebates. They are very unprofessional!
Business Response
Date: 09/21/2022
Business Response /* (1000, 5, 2022/09/08) */
The rebate card for the order placed on 2/28/2022 will be mailed on or before 9/16/2022.

The rebate for the 6/3/2022 order is processing. We have submitted a request to expedite the processing of the rebate.
Initial Complaint
Date:08/29/2022
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 contact lenses on February 16, 2022 for $385.87. I filed for a $160 rebate as advertised on the site. It is now August 29th, 2022 and no rebate has been issued. Customer service will not provide a date. I do not believe they intend on ever sending this rebate, and that this company is running a scam where they lure customers in with promises of a rebate and never pay it.
Business Response
Date: 09/21/2022
Business Response /* (1000, 5, 2022/09/08) */
The rebate card will be mailed on or before 9/16/2022.

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This business has 1 alert

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