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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

    • 610 total complaints in the last 3 years.
    • 66 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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:08/23/2022

      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.
      Contact lens order was placed on 1/31/2022. Proper rebate paperwork for two $120 visa gift cards was submitted. 7 months later and the two visa gift cards have not been sent, much longer than the promised 12 weeks.

      Business Response

      Date: 09/09/2022

      Consumer Response /* (2000, 9, 2022/09/08) */
      The two rebate cards were finally received.

    • Initial Complaint

      Date:08/23/2022

      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 from lens.com in December 2021 and was offered rebates of $40 and $60 for my purchase. I completed the required forms and submitted them within the required time. It has now been been 8 months since my order and promised rebates have still not been received. I tried to call the company and got a generic response that due to Covid there are experiencing delays and website states there are global raw material supply chain delays. However, the status of my rebate has showed for at least 2-3 months that the cards have been fulfilled by VISA card processor and appears they just need to be mailed. Delays due to COVID and supply chain might be reasonable to an extent, but credit cards/gift cards are readily available, and the post office is delivering mail just fine. This company is operating unethically by failing to send customers rebates that are owed.

      Business Response

      Date: 09/21/2022

      Business Response /* (1000, 8, 2022/09/08) */
      The rebate cards were mailed on 8/31/2022.

    • Initial Complaint

      Date:08/22/2022

      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 contact lenses in January 2022 from Lens.com because they were offering a $90 rebate, which I am still waiting to receive. Their online rebate center and their representatives "apologize" for the delay in issuing my Visa gift card and assure me that the rebate is processing and it will be mailed (I have attached a screenshot of the online rebate center information). I have waited 8 months for this rebate, and I want my money!

      Business Response

      Date: 09/13/2022

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


      Consumer Response /* (2000, 10, 2022/09/12) */
      (The consumer indicated he/she ACCEPTED the response from the business.)
      Lens.com finally mailed the rebate card after I filed this complaint. Although I am glad to have finally received my money, I do hope that others will carefully consider if they want to give their business to a company that took 8 months to fulfill the rebate. I am satisfied with the outcome, but will never do business with them again.

    • Initial Complaint

      Date:08/22/2022

      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.
      Ordered boxes of contacts from Lens.com as they were offering a rebate of $160 that claimed a processing time of within 8 weeks. They have since gradually increased the processing time to 10 weeks, 12 weeks, 16 weeks and now say only that they can not provide a date. This is classic bait and switch marketing and would seem like they are ripe for a class action lawsuit. I would like them to issue the rebate as promised. It is horrible business practice to basically require a complaint with the BBB for them to actually complete the transaction.

      Business Response

      Date: 09/21/2022

      Business Response /* (1000, 8, 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, 10, 2022/09/09) */
      (The consumer indicated he/she DID NOT accept the response from the business.)
      This response does nothing to address the issue. We are now at 7 months and counting. Horrible.


      Business Response /* (4000, 12, 2022/09/16) */
      The rebate card will be mailed on or before 9/23/2022.


      Consumer Response /* (2000, 14, 2022/09/21) */
      (The consumer indicated he/she ACCEPTED the response from the business.)
      Received rebate card approximately 7 months after submitting paperwork.

    • Initial Complaint

      Date:08/22/2022

      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 went shopping for contacts and lens.com offered one of the better prices I found and had a rebate and at this point since it was about 8 9 months ago I don't even remember what the rebate was but like $150 or $180 something like that I the most repulsive thing to me was that I had to send in the prescription I had to cut apart my prescription box on all the contacts I ordered thereby weakening the box so now we're contacts were going to fall out all over the place there was no box anymore basically and now I had to find another place to store them I sent in every bit of information it can ask for and now here it is 8 months later approximately I don't remember exactly the time and I'm still waiting and it keeps sending me emails oh reorder your contacts and get a whole new $150 rebate well they haven't made good on the one from six or seven months ago I feel this is a ploy on their part that most people would just forget about it and they won't have to send any money out I feel as a scam I will never order from this company again it is very slimy behavior if you ask me and I don't even care if I get the rebate tomorrow it's been nothing but slime from them and I just want to finally complaint that says they are not above board they're telling me oh because of covid or whatever it's been delays in the system delays in the system well they got my paperwork in like the first week okay so every delay is on them it's very frustrating to sit here as a consumer and know that your old money from somebody and they're just casually kicking it down the road in hopes that I get hit by a bus first or something. I asked to speak to Jennifer call personally the customer relations specialist who sends me an email every time and oh there's no such person and she can't talk to you you're a minion I am very bad feelings about this company if they're not scammers they're the next best thing until one comes along.

      Business Response

      Date: 09/09/2022

      Consumer Response /* (2000, 8, 2022/09/08) */
      Yes lens.com came through with the $150 rebate that they promised me around 7 months ago I'm sure it was due to your interest in the matter thank you very much for helping resolve this. ******

    • Initial Complaint

      Date:08/21/2022

      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.
      Lens.com advertises the price on ****** and their own website page as the price per box AFTER your rebate. I've noticed everyone else having the same complaint as me.. why pretend you have a low price when you don't? If I knew the rebate was such a hassle I would have bought from another website or company. If this rebate is to gain customers it seems to be backfiring unless they just hope people forget about their rebate and the handful of people like me are worth the pay off. It's really odd they made me cut my contact box up to send them the pieces when I'd prefer to have kept that info. Also they claim your rebate will be sent in 8 weeks I think and I might be at 16 weeks or so but either way this is annoying and I feel scammed. My rebate has been stuck on the option before being sent out so all they need to do is mail it.. I remember being really confused about the total for 4 boxes being so high- I believe about 250 bucks that I even messaged their customer service to ask about it and they reminded me of the rebate which I did right away once receiving my order because I counted that as a discount and that's why I ordered from lens.com I will not be using them again. I hear ************* is the place to go

      Business Response

      Date: 09/13/2022

      Business Response /* (1000, 8, 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, 10, 2022/09/09) */
      (The consumer indicated he/she ACCEPTED the response from the business.)
      Rebate will be sent within 5 to 7 days. Received email update today

    • Initial Complaint

      Date:08/20/2022

      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 ordered contacts on 4/11/2022. I have still not received by $75 rebate card. The rebate center states that it takes up to 12 weeks to receive the rebate. It is 8/20/2022 and I have not received the rebate card nor an explanation why. The website says not to worry, you will receive your rebate card. I don't believe it. The online rebate center that shows the status of my rebate has showed the funds have been loaded for over 2 months. They are just waiting to mail the card. Obviously, they do not care to send it in a prompt manor, or they do not intend to send it at all. I have used ************** before and received rebates when promised. COVID should be an excuse to rip off customers.

      Business Response

      Date: 09/13/2022

      Business Response /* (1000, 8, 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, 10, 2022/09/09) */
      (The consumer indicated he/she ACCEPTED the response from the business.)
      I have received my rebate.

    • Initial Complaint

      Date:08/20/2022

      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.
      Placed order for contact lens 3/4/2022
      - Order Total was $295.87 and was advertised with $150 rebate
      - Has been 24 weeks since my order and still have not received the rebate Visa card.
      (Lens.com FAQ claims the process takes 12 weeks)

      Business Response

      Date: 09/21/2022

      Business Response /* (1000, 8, 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.

    • Initial Complaint

      Date:08/19/2022

      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 pulled this site up without all of my info - but you can verify my purchase.

      I bought contact lens from Lens.com early this year. Part of my decision to purchase from them was price. I was promised a $100 rebate. Within 30 days of purchase I printed my rebate form and submitted all of my necessary documents to Lens.com.
      I mailed all info first class via U.S.P S.

      I noticed at the time that the Lens.com clearly alerted customers to be patient with rebates, as the company was experiencing lengthy processing delays.

      On my 90 th day since purchase, I called customer service at Lens.com to inquire if I had missed anything that they needed to process my order, as the website indicated (for my login account) that no action has occurred. Speaking to a succession of employees I was treated extremely and berated by all but the first employee I spoke with. That employee told me that on was at my 90 days and I would not receive my rebate, while also acknowledging as the website still clearly said they were extremely behind. I asked to be put through to the supervisor. Over the course of the next two people I spoke with, I was told that I should have mailed my rebate earlier. Personally I feel mailing a rebate within 30 days when 90 days are required is plenty of time. I was also told that they were "not really" behind, that every piece of mail was processed the day it arrived. I proceeded to ask why the website and the front line customer employees felt differently - no answer. I was also told I should have sent my forms via registered or certified mail.

      I'm a nurse. I'm extremely, obsessively detail oriented. I believe their first employee, that they were behind, and disorganized. My envelope, which had two first class stamps, rather than risk a thickness or weight issue, has not been returned to me.

      I really want my $100 rebate. I've given plenty during Covid, and feel they are taking advantage of all that is going on.

      Thank You -

      ***** S. ***** BSN, RN, CNOR

      Business Response

      Date: 09/21/2022

      Business Response /* (1000, 8, 2022/09/08) */
      Per the terms and conditions, lens.com is not responsible for lost, damaged, misdirected or delayed mail entries.

    • Initial Complaint

      Date:08/18/2022

      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 in February of 2022 that qualified for a $100 rebate. I immediately sent in the form and information for processing and it was indicated that it was accepted. It is now over 6 months later in August of 2022 and I have not received my rebate. I have contacted customer service and they indicated that they cannot tell me when I will receive my rebate. The website currently indicates to customers that rebates take 12 weeks to process. It's unacceptable that this process has taken over 24 weeks.

      Business Response

      Date: 09/08/2022

      Business Response /* (1000, 5, 2022/09/01) */
      The rebate card was mailed on 8/25/2022.


      Consumer Response /* (2000, 7, 2022/09/07) */
      (The consumer indicated he/she ACCEPTED the response from the business.)
      Eventually received the rebate from the company after more than 6 months despite the initial claim of 10 weeks for processing.

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

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