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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

    • 617 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:08/09/2022

      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 contact lenses from Lens.com, order number **********, 4/14/22, with the promise of a Visa card rebate totaling $135. The website says rebates take 12 weeks to process because "vendors have been seriously impacted by global raw material supply chain delays". It has now been 20 weeks, the website says the rebate has been processed and just waiting to be mailed for the last month at least. The only response to my inquiry is "it is moving through the stages of processing and they cannot tell me when it will be mailed". I feel I have allowed sufficient time for this card to be processed and should receive it now.

      Business Response

      Date: 09/01/2022

      Business Response /* (1000, 8, 2022/08/26) */
      The rebate card was mailed on 8/19/2022.


      Consumer Response /* (2000, 10, 2022/08/29) */
      Thank you for trying to intervene on my behalf. I received the promised Debit card rebate today, 8/26/22, in the mail.

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

    • Initial Complaint

      Date:08/09/2022

      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 off of Lens.com 2/7 and was promised a rebate after 12 weeks. It is now August 9th and I have yet to receive my rebate. The contract between Lens.com and I have been fulfilled on my side, but not theirs. It's very frustrating knowing they took 200+ of my money with an obligation of a rebate and they refuse to give out rebates or give any information as to why. Also my VISA card has been processed and they said they expire one year after processing, so they are also not allowing me the full extent of my VISA card and I am scared it will be expired if it even does show up.

      Business Response

      Date: 09/17/2022

      Business Response /* (1000, 8, 2022/08/26) */
      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:08/07/2022

      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 contact lens on 02/13/22 from Lens.com. with a $150 rebate. I still have not received the rebate. Their tracker shows they have produced a card but not mailed it. Their site shows" Rebates take 12 weeks as they require multiple steps including fraud prevention, verification, and third-party Visa Card Issuance and mailing." They also now have a banner on their stating:
      Notice: The service levels of our rebate vendors have been seriously impacted by global raw material supply chain delays. Rest assured you will receive your rebate." I did a chat with them and they assured me I will get my rebate but could be a couple more months. No other help provided.

      Business Response

      Date: 09/01/2022

      Consumer Response /* (2000, 8, 2022/08/26) */
      I finally received the rebate a day or two ago. Thank you for your assistance.

    • Initial Complaint

      Date:08/07/2022

      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 contact lenses from Lens.com in Jan. 2022, on an offer of $25 rebate per box of lenses. I purchased 2 boxes, so they owe me $50. I have contacted their customer service Dept and am told they can't do anything about it, the delay is due to covid. It is now August 2022 , I've been waiting 7 months for this rebate.

      Business Response

      Date: 09/01/2022

      Business Response /* (1000, 8, 2022/08/26) */
      The rebate card was mailed on 8/19/2022.


      Consumer Response /* (2000, 10, 2022/08/29) */
      Thank you for your help. Lens.com has responded and sent the rebate in question. I greatly appreciate your help . The issue is now resolved.

      Thank you
      **************

    • Initial Complaint

      Date:08/06/2022

      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 am owed $130 in rebates. They say allow 12 weeks. It has been 23 weeks. I want my rebate. This site shows 100's of 5 star reviews yet at BBB it has a 2 out of 5 rating. They are frauds.

      Business Response

      Date: 09/01/2022

      Consumer Response /* (2000, 8, 2022/08/25) */
      Received, thank you.

      Yes. rebate card came yesterday

    • Initial Complaint

      Date:08/06/2022

      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 through lens.com on 4-8-22. I was to receive a $35 rebate. I sent my rebate info in promptly the same week I received the order (4-18). Their website said it would take 8 weeks tops. I still have not received my rebate. The rebate tracker has said the card has been fulfilled for the past two months but still has not been mailed. Customer service states they are unable to help me.

      Business Response

      Date: 09/17/2022

      Business Response /* (1000, 8, 2022/08/26) */
      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:08/06/2022

      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 Contacts with a Rebate $120 Rebate on ******************* Plus Contact Lenses
      Order Placed 1/26/2022
      Order Number **********

      Rebate has been in the final stages for about 8-10 weeks (Card Fulfillment by VISA Card Processor)
      I have contacted the company 3 times and each time I'm being told that there is nothing that they can do and I should be getting an update shortly.

      6 months is a ridiculous amount of time and is 2-3 times the length of time noted when the purchase was made. Had i know the length of time, I would have used another company considering many are offering very similar deals.

      Business Response

      Date: 09/01/2022

      Business Response /* (1000, 8, 2022/08/26) */
      The rebate card will be mailed on or before 9/2/2022.


      Consumer Response /* (2000, 10, 2022/08/30) */
      (The consumer indicated he/she ACCEPTED the response from the business.)
      I just received the card. It is very disappointing that 5 phone calls and several representative interactions did not resolve the issue over the course of 7 months, but yet 1 week after a BBB complaint, it gets resolved. Horrible customer service and I, nor my family and friends will ever use them. Pathetic company, hoping people simply forget what they are owed. Thank you BBB for forcing unscrupulous companies to take action.

    • Initial Complaint

      Date:08/05/2022

      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.
      Bought some contacts on January 17th of 2022. Mailed the rebate immediately after, and it's been 7 months since then with no rebate received. Contacted the company twice and they say there's nothing they can do, because it's in the VISA card processor step, and there has been COVID delays. The rebate was supposed to be $120 and still nothing. I originally paid $251.87. The order number was **********. Would want either a refund to the credit card or more preferably the card that was promised.

      Business Response

      Date: 09/01/2022

      Consumer Response /* (2000, 9, 2022/08/21) */
      The company immediately after receiving this complaint sent an email that they were sending me the rebate. A week or so later I received the card that was promised.

    • Initial Complaint

      Date:08/05/2022

      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.
      Not the first to share this complaint. Company promotes rebates and does not fulfill them. Advertised 6 week response time for rebate. Website currently says 12 weeks. Online help now says 18 weeks. Rebate information for $90 card mailed in 3/25/22 (confirmed online, stuck in final stage).

      Business Response

      Date: 09/01/2022

      Consumer Response /* (2000, 6, 2022/08/23) */
      Rebate received 8/22/22.

    • Initial Complaint

      Date:08/04/2022

      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 place an order in January due to the advertisement of a rebate. When I completed the information for the rebate I find out that their rebates are taking an additional 6 weeks longer plus, then the standard 6-8 weeks. The latest Rep this evening said 8-10 weeks and it appears their website now says 12 weeks. Even allowing for their delay of six weeks I am now 19 weeks according to the Rep I spoke with. Allowing for their 6 extra weeks on 12 weeks that it now says I am over by a week. Now who knows what the plus is. They keep saying VISA hasn't sent them the cards yet. I know other companies that are getting their VISA cards sent out without any trouble within timeframes that are normally advertised without delays. It just seems like bait and switch. I could have ordered anywhere else but they snagged me with the rebate offer that they are failing to fulfill on.

      Business Response

      Date: 08/26/2022

      Business Response /* (1000, 8, 2022/08/26) */
      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, 2022/08/30) */
      (The consumer indicated he/she DID NOT accept the response from the business.)
      Other companies are not having issues getting VISA to process their rebate cards and are having them shipped in a normal amount of time. They have been doing these rebates for years and so I'm not quite sure how that is an excuse this year. My card was listed as sent to ViSA for processing in February or March. Right after I listed this complaint they updated my status for the first time in 5 months only to say it will be sent out by 9/9/22. I will post back at that time. The only reason I went with them was because of the rebate. Had I known it would take 6 months for a rebate to process I would have quite possibly gone with someone else. Their website stated a time frame with a vague addition of it could take an indefinite amount of time. That doesn't seem quite right to me either.

      Consumer Response /* (2000, 21, 2022/09/20) */
      (The consumer indicated he/she ACCEPTED the response from the business.)

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

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