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Business Profile

Contact Lenses

Lens.com, Inc.

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Contact Lenses.

This business has 1 alert

Complaints

This profile includes complaints for Lens.com, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see

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Lens.com, Inc. has 4 locations, listed below.

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    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:08/29/2022

      Type:Sales and Advertising Issues
      Status:
      Answered
      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 started to reorder contact lenses from Lens.com. In reviewing my order I notice "taxes and fees" of $78.96 on a purchase of $178.16.I called to ask for an explanation of this exorbitant fee as the website says: "Taxes are tax recovery charges for tax obligations where applicable and the fees are compensation for servicing your order." The woman who answered the phone could not explain. I asked the amount of the "compensation" fee for services. She could not answer. I asked for a supervision to explain since she didn't know. I was told no supervisor was available to take the call. I told her that the company was not transparent and I would take my business elsewhere. My last purchase was in December 2021 and I finally received my rebate in June 2022. I see many other complaints about the rebate. I do not want to do business with this company in the future.

      Business Response

      Date: 09/08/2022

      Thank you kindly for your comments/suggestions/ideas, as we depend on the feedback and participation of our customers to help us continue to offer the best products and services in the business! Please be assured that your thoughtful comments will be forwarded and reviewed by the Lens.com team.

      Customer Answer

      Date: 09/10/2022

      (The consumer indicated he/she DID NOT accept the response from the business.)
      didn't address the issues of the complaint: lack of transparence under "taxes and fees"

      Business Response

      Date: 09/16/2022

      The fees are compensation for servicing the orders. Most online retailers wrap the processing fees into the cost of the box of contacts, we choose to keep them separate to show the cost of the contacts versus the overhead costs of servicing the order. The overhead costs (processing fees) include labor, transportation and all costs in getting the lenses from the supplier and out the door to the customer.

    • Initial Complaint

      Date:08/27/2022

      Type:Product Issues
      Status:
      Resolved
      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.
      Have two rebate claims with this company that never received. One from March. The status is always the same: Card Fulfillment by VISA Card Processor.

      Order Number
      XXXXXXXXXX

      Order Number
      XXXXXXXXXX

      I'd like to receive my rebate whether by card or partial refund to my CC.

      Business Response

      Date: 09/14/2022

      Business Response /* (1000, 5, 2022/09/08) */
      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, 2022/09/09) */
      (The consumer indicated he/she ACCEPTED the response from the business.)
      As an incentive, I might do business again with this company but only after I receive the rebates.

    • Initial Complaint

      Date:08/27/2022

      Type:Product Issues
      Status:
      Answered
      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 Lens.com website advertises a competitive price for contact lenses and offers a rebate that lowers the final price. I select the contacts and everything looks good when they are in the shopping cart. However, when going to check out, the price goes up by $233 with no detail given! I called their number to try to place the order and was quoted the same total cost that the website was reporting. The representative said this additional charge was to cover taxes and a "recovery fee."

      This is an extremely deceptive practice and should be shown to consumers earlier in the process. Their quoted prices are in fact, fictitious and a misrepresentation.

      Thank you for looking into this.

      ***********

      Business Response

      Date: 09/18/2022

      Business Response /* (1000, 5, 2022/09/08) */
      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.


      Consumer Response /* (3000, 7, 2022/09/09) */
      (The consumer indicated he/she DID NOT accept the response from the business.)
      The issue has nothing to do with what device I am on or the need to scroll to see details of the order.

      The issue is about their deliberately misleading and deceptive pricing. They pretend to offer contact lenses at a very low price, but charge a "fee" of over $200 and this is not apparent until right before checkout. This effectively and totally negates the allegedly low price they advertise for the lenses.

      At a minimum, consumers waste time checking out their website, lured by these artificially low and insincere offers, and at worst, may not notice the large "fee" that is not apparent until right before checkout.

      The company's response is completely unrelated to the issue and suggests they did not read the initial complaint, or are trying to evade responsibility by providing a nonsense answer.


      Business Response /* (4000, 9, 2022/09/16) */
      Thank you kindly for your comments/suggestions/ideas, as we depend on the feedback and participation of our customers to help us continue to offer the best products and services in the business! Please be assured that your thoughtful comments will be forwarded and reviewed by the Lens.com team.

    • Initial Complaint

      Date:08/26/2022

      Type:Product Issues
      Status:
      Answered
      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 Lens.com payment process misleads the customer into believing their advertised rebates are automatically deducted from the purchase price during a purchase transaction; however, this is not the case. And as a result I never received any of my rebates, because they were not actually deducted from the purchase price and now the rebates ($100s of dollars) are expired. I believed I was screwed by misleading and potentially fraudulent on-line business practices and I would like all my rebates paid directly to me.

      Business Response

      Date: 09/21/2022

      Business Response /* (1000, 5, 2022/09/08) */
      The website clearly states during the checkout process on the Shipping Information page as well as the submit order page that the rebate is a mail in rebate. Both pages shows Cart total, Mail in rebate offer amount for the order and Total after mail in rebate.

      The rebate offers for the orders from October 2021, January 2022 has expired and are no longer available. The rebate offer for the 8/26/2022 order is still valid. We offer a generous 12 weeks from the order ship date for the rebate request to be received at the processing center with all required documentation.

      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.


      Consumer Response /* (3000, 7, 2022/09/11) */
      (The consumer indicated he/she DID NOT accept the response from the business.)
      1. Lens.com regularly sends out email flyers to customers stating they have rebates to buy contact lens. The email flyers never use the word "mail in" with the advertising.
      2. In the Order section of the Lens.com website, they provide an Order Summary that provides the Contact Order information, the Price, the Order Total, the Rebate and the Total After Rebate. There is a check mark next to the Rebate number as if the Rebate has already been applied. It is misleading information.

      As a result of the misleading Rebate information, I respectfully request Lens.com provide me ALL of the missing Rebate monies owed to me.

      I also highly recommend that Lens.com alter their misleading Rebate information practices ASAP.

      If you Google Lens.com, you will see that many customers have had this same issue with Lens.com.

      A class action suit is probably warranted.


      Business Response /* (4000, 9, 2022/09/16) */
      The rebate offer for the order dated 8/26/2022 has been received and is processing.

      We are unable to honor the rebates from previous orders as the offers have expired. As stated previously it is stated on the submit order page that the rebate is a Mail in rebate. We will not be honoring or refunding these rebates for the expired offers.

      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.

    • Initial Complaint

      Date:08/26/2022

      Type:Product Issues
      Status:
      Resolved
      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 from Lens.com on February 22, 2022. That purchase contained a mail in rebate. Upon receiving my contacts I followed the instructions in order to get the rebate. I understand via the website that there have been "supply chain delays". However, the rebate tracker has listed that the Visa card has been loaded with funds for months and simply has not been mailed. I have been patient but six months past the date I purchased the contacts is a ridiculous amount of time for the rebate to be mailed.

      Business Response

      Date: 09/21/2022

      Business Response /* (1000, 5, 2022/09/08) */
      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, 2022/09/09) */
      (The consumer indicated he/she DID NOT accept the response from the business.)
      I would prefer a timeline for when I would receive my rebate. Their website still states it should be received in 6 to 8 weeks. I am now at around 30 weeks. I have been extremely patient but they need to fix this issue.


      Business Response /* (4000, 9, 2022/09/16) */
      The rebate card will be mailed on or before 9/23/2022.


      Consumer Response /* (2000, 11, 2022/09/19) */
      (The consumer indicated he/she ACCEPTED the response from the business.)

    • Initial Complaint

      Date:08/26/2022

      Type:Product Issues
      Status:
      Resolved
      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 company is not processing rebates in a timely manner. I ordered in April and still have not received my rebate. The company is citing supply chain issues, which makes no sense since plastic credit and gift cards seem to be readily available.

      Business Response

      Date: 09/14/2022

      Business Response /* (1000, 5, 2022/09/08) */
      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, 2022/09/12) */
      Hello,

      The company states they will mail my rebate in five days. Thanks for your help.

      Regards,

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

    • Initial Complaint

      Date:08/25/2022

      Type:Product Issues
      Status:
      Resolved
      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 4, 2022 I submitted a rebate form for "$135 Lens.com Visa Prepaid Card for ********* Multifocal" lenses. For several months the status of the rebate has remained unchanged: "card fulfillment by VISA Card Processor." A copy of the rebate form is attached.

      Business Response

      Date: 09/14/2022

      Business Response /* (1000, 5, 2022/09/08) */
      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, 2022/09/09) */
      (The consumer indicated he/she ACCEPTED the response from the business.)

    • Initial Complaint

      Date:08/25/2022

      Type:Product Issues
      Status:
      Answered
      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 a few boxes of lenses, they were supposed to rebate $70. last year they needed to fill out the rebate form and mail them. However, this year they added a new thing to take a picture of boxes I received as a proof of purchase, although they have all the required information about it (order and shipping number etc). They declined rebate because I did not take a picture from the boxes I received. I did not know that and throw out the boxes. I had chatted with them about this issue, they claim that the rebate has a different office and they don't have access to my order and shipping number. I one word they have a lot of excuse not to pay the rebate.

      Business Response

      Date: 09/21/2022

      Business Response /* (1000, 5, 2022/09/08) */
      The rebate form is available to print the day the order is placed. The rebate form clearly shows in Section 2 that the UPCs are to be cut from the boxes and submitted with the rebate form. There is even a picture of what the UPCs look like for clarification.

      The Rebate processing center is located in another facility and does not have access to the order information that is why proof of purchase is required for all rebate requests.

      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.

    • Initial Complaint

      Date:08/24/2022

      Type:Service or Repair Issues
      Status:
      Resolved
      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.
      This is in reference to order XXXXXXXXXX.My rebate was approved on 3/23/22, and I have yet to receive my rebate. I have been following this issue for several months now. And each time I have contacted lens.com, I have gotten the same story, "their rebate vendors are having issues".In today's conversation, I was told that it will be 22+ weeks after approval before I will receive my rebate.This is starting to sound like a "bait and switch" deal.I want someone in a position of authority at lens.com to contact me to discuss what the problem is and when I am going to be receiving my rebate.

      Business Response

      Date: 09/14/2022

      Business Response /* (1000, 5, 2022/09/08) */
      The rebate card was mailed on 8/31/2022.


      Consumer Response /* (2000, 7, 2022/09/13) */
      (The consumer indicated he/she ACCEPTED the response from the business.)
      The company called and indicated that the card would be mailed. The card was eventually mailed, and received.

    • Initial Complaint

      Date:08/24/2022

      Type:Product Issues
      Status:
      Answered
      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 in March 2022 and was supposed to receive my rebate in 8-10 weeks. It is now august and no update. Lens.com acknowledges receipt of the rebate mailing. The rebate is the only reason their price is lower

      Business Response

      Date: 09/21/2022

      Business Response /* (1000, 5, 2022/09/08) */
      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.

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

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