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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.
    • 67 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:08/18/2022

      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.
      Lens.com offered a $40 rebate which I submitted 2/15/22. I have contacted them 5/4/22 and 7/19/22 regarding their failure sending me the rebate. They originally said it would take up to 16 weeks. Now they are saying it's an additional 12 weeks delayed. In addition, my daughter ******* ********* is having the same problem. Her address is**************************************

      Business Response

      Date: 09/21/2022

      Business Response /* (1000, 9, 2022/09/08) */
      The rebate cards for both **** and ********* orders were mailed on 7/28/2022.


      Consumer Response /* (3000, 11, 2022/09/09) */
      (The consumer indicated he/she DID NOT accept the response from the business.)

      They have since sent me a $40 and a $30 visa card. I responded a couple weeks ago and told them they were $10 short as they were worse post to both be $40 gift cards. No response from them, still waiting


      Business Response /* (4000, 13, 2022/09/16) */
      The rebate offer on ********* order (order # **********) was for $30 at the time the order was placed. If you have documentation that the rebate offer for ************ for Astigmatism was $40 for 2 boxes at the time ******* placed the order please submit to *******@lens.com for review.


      Consumer Response /* (2000, 15, 2022/09/20) */
      (The consumer indicated he/she ACCEPTED the response from the business.)

    • Initial Complaint

      Date:08/17/2022

      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 placed an order no. XXXXXXXXXX on 1/31/22 for contacts. As part of the order, I was promised a rebate of $120 to ship within 6-10 weeks. It has been almost 7 months and the rebate is still "processing". This is fraud as I never received the $120 as promised and every time I contact the business I just get excuse after excuse.

      Business Response

      Date: 09/18/2022

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

    • Initial Complaint

      Date:08/17/2022

      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 placed an order in March 2022 and filled an online rebate form quickly after. The promotion for the order included an $80 rebate with 12 weeks processing time. The online rebate tracking system has shown my rebate as awaiting shipping for almost two months. Today, August 2022 (about 20 weeks later), I contacted customer support to get the rebate completed. They said they still needed more time to process it. I asked how much time and they told me it now takes 16-18 weeks from the original date of rebate receipt (I.E. 2-4 weeks ago). I asked if they could therefore give a timeline as to when it would be shipped as the dates they had already given were in the past and they told me that they didn't know when they just needed more time to process it.

      Business Response

      Date: 09/05/2022

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


      Consumer Response /* (2000, 7, 2022/09/02) */
      (The consumer indicated he/she ACCEPTED the response from the business.)
      I received my rebate. Still disappointed that I had to open a formal complaint to get them to fulfill the rebate, and it took about 22 weeks total.

    • Initial Complaint

      Date:08/17/2022

      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 have ordered contacts twice and submitted rebate documentation as required in both transactions.
      currently one transaction occurred 2/24/22 and the other on 5/16/22. I noticed that BBB has aided other customers in receiving their rebate cards. I have a $35 and $40 card I am supposed to receive and have not. I was told the rhetoric about how there are shortages of material; however, I am able to purchase Visa Gift Cards with no issue. This has escalated to the company just seemingly not caring. At this point, I would be fine with Lens.com refunding my money to me.

      Business Response

      Date: 09/18/2022

      Business Response /* (1000, 5, 2022/09/01) */
      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:08/17/2022

      Type:Product Issues
      Status:
      Unresolved
      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 Lens.com on 12/19/21 specifically because they had a $160 Rebate on ****** ***** 1-Day with ********* Contact Lenses. The rebate was supposed to take 8-10 weeks as reported on their website and later it said up to 12 weeks. After 12 weeks, I did not receive the rebate. I was told it was delayed because of the situation with covid. I kept regularly contacting Lens.com about the rebate and checking the state on their rebate center. The delay was then attributed to supply chain issues. Finally, on 7/1/22, the rebate center indicated the rebate was shipped via a prepaid credit card and would take up to 2 weeks. I reached out again on 7/14/22 and was told I needed to wait until end of month to see if it came. On 8/1/2022, I contacted them again, and I was told they would reissue the rebate, and the rebate center would update to reflect a new card being mailed. The rebated center has not updated and I do not believe they will ever sent me this prepaid card for $160 as was part of the terms upon my purchase. Please help me get this rebate.

      Business Response

      Date: 09/21/2022

      Business Response /* (1000, 5, 2022/09/01) */
      The rebate card was reissued on 8/4/2022 and mailed to 2150 Larkspur Ct Pennsburg, PA 18073. The card would have most likely been sent in a plain white envelope. If the customer has not received the replacement card he may contact us and we can request the card be reissued. The Rebate Processing Center does not update the Rebate Center information in the customer's account when a replacement card is issued and mailed.


      Consumer Response /* (3000, 7, 2022/09/02) */
      (The consumer indicated he/she DID NOT accept the response from the business.)
      I have already had to request a rebate card be re-issued. This introduced an additional several weeks of waiting. They claim the reissued rebate card was sent nearly a month ago, so it should have arrived. I do not believe re-issuing another rebate card thru their normal channels will result in me receiving the card.

      I would now like them to electronically issue these funds to me. If this is not possible, they should agree to expedient the new re-issued rebate card and provide me with tracking.

    • Initial Complaint

      Date:08/15/2022

      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 placed a contacts order on 2/3/2022 and I still haven't received my Rebate refund of $160. The Order Number for Lens.com is: **********. Similar to others, the wait time was supposed to be 6-10 weeks. I've reached out to chat representatives in April, June and August 2022 and received only canned responses without a clear timeline. This seems like a scam - the excuse for the delays are global supply chain issues due to raw materials. A rebate refund of $160 is not a raw material. Worse yet, I've asked multiple times for a manager to reach out to me with a clearer timeline for the refund. The representative both times said I would receive a response in 48 hours via email, but I have not heard anything.

      I can be patient, but 6 months is clearly too long.

      Business Response

      Date: 09/01/2022

      Consumer Response /* (2000, 9, 2022/08/31) */
      The BBB complaint clearly triggered Lens.com to take action! A few days after filing this complaint, I received a follow-up from Lens.com that my rebate has been processed. As of yesterday, 8/30/22, I now have the pre-paid card on hand. Thank you!

    • Initial Complaint

      Date:08/15/2022

      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.
      On June 8 I ordered contact lenses and filled in the information on their email about my prescription. Their website clearly states that they will contact the eye doctor for the correct prescription. When I called after saying they were charging me shipping and handling they told me that they only wait eight hours for the doctor to respond back. Then they go ahead and send out the contacts. I sent was sent the wrong prescription, called and they sent me a label to send it back. After five weeks they finally credited me the amount Withholding $88 for shipping and handling even though it was their mistake.
      I did call to try and resolve this but they were adamant that they were keeping $88 for their mistake.

      Business Response

      Date: 09/18/2022

      Business Response /* (1000, 8, 2022/09/01) */
      We have issued a refund in the amount of $88.91 to the original form of payment for the taxes, fees and shipping on the order. This refund should be reflected in your account in 2-3 business days.

    • Initial Complaint

      Date:08/15/2022

      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.
      Like so many others, I've been waiting 4 months for a contact lens rebate from this company. My order was placed on April 18, 2022 and I submitted the rebate forms the next day and still have not received the $105 rebate for my contact lens order# **********. I would love for this to be resolved quickly. Thank you so much!

      Business Response

      Date: 09/18/2022

      Business Response /* (1000, 8, 2022/09/01) */
      The rebate card will be mailed on or before 9/9/2022.

    • Initial Complaint

      Date:08/15/2022

      Type:Service or Repair 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.
      Lens.com communicates one per box (after rebate) with a minimum purchase of 4 boxes, but then does not match that offer when products are placed in cart. I called customer service and they refused to honor the advertised price of $14.49 per box, as seen on the product page. This is a deceptive business practice...they are obligated by law to honor there advertised prices.

      Business Response

      Date: 09/18/2022

      Business Response /* (1000, 8, 2022/09/01) */
      The $14.49 after rebate box price is based on the purchase of 4 boxes of the ************ for Astigmatism contacts and the current mail in rebate offer of $95. When 8 boxes of contacts are placed in the shopping cart the $95 mail in rebate is then applied/ divided over the 8 boxes and not 4 so the after rebate box price will be higher. The after rebate box price would be $26.37 for an order of 8 boxes of contacts. If the customer is wanting the after rebate box price of $14.49 and he needs to order 8 boxes, we would recommend placing 2 separate orders for 4 boxes each and then each order would qualify for the current offer of $95 mail in rebate and the after rebate box price would be the $14.49 as advertised on the website.

    • Initial Complaint

      Date:08/15/2022

      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.
      8/15/2022
      I had 2 Lens.com transactions-
      I haven't received the $100 rebate from . 2/23.22 Order#XXXXXXXXXX. I paid $336.67.
      $100 VISA card not yet received. Lens.com customer service continues to delay, giving no date when I will receive $100 VISA
      3/17/22 Order# XXXXXXXXXX. I paid $334.65. $100 VISA card not yet received. Once again, Lens.com customer service continues to delay, providing no date when I will receive $100 VISA.. The rebate appears to be a scam. Please do what you can to help. Many thanks.

      Business Response

      Date: 09/18/2022

      Business Response /* (1000, 9, 2022/09/01) */
      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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