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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

    • 620 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:08/03/2022

      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 company website said the rebate will be sent out within 12 weeks. I mailed my rebate to the company on Feb, as of today , I still never received rebate yeT. I try to contact with online chat agent, put me on wait for a long time, no one help.

      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:08/02/2022

      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.
      Have been waiting 7 months now for a rebate over $250, customer service is of 0 help. This is outright theft they could just cut a check but refuse to.

      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:08/02/2022

      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 on 4/5/22; received contacts okay, have been waiting on $135 rebate going on 4 months.

      Business Response

      Date: 09/16/2022

      Business Response /* (1000, 8, 2022/08/26) */
      We can not locate an account with the customer information provided in this complaint. If the customer can provide an order number and the email address we would be happy to look into the rebate status.


      Consumer Response /* (3000, 10, 2022/08/30) */
      (The consumer indicated he/she DID NOT accept the response from the business.)
      Still do not have the rebate from purchase of 4/5/2022, order #**********. I was the payer of the contacts for my daughter.


      Consumer Response /* (2000, 20, 2022/09/14) */
      Finally received rebate card today, 9/14/22

    • Initial Complaint

      Date:08/02/2022

      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.
      I ordered contact lens from them in March. They sent the wrong lenses. I made arrangements to return them, but I was going to have to reorder them. I got half of the order but they say the other half is on back-order. I always have to call them, they never call me with status updates. The website says you should get your order within 2-5 business days, and i have been waiting over a month.

      Business Response

      Date: 09/01/2022

      Consumer Response /* (2000, 9, 2022/08/22) */
      Received the contact lenses I ordered finally on August 13, 2022.
      The email showed that the cost will be credited to my account, but
      that remains to be seen! I now have the lenses and that's the main thing. I will not be placing any future orders with them nor will I recommend them to anyone and I notified them of this. Thank you
      very much for your help.

    • Initial Complaint

      Date:08/02/2022

      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.
      Made a purchase on 2/2/22. Order - **********. Issue is regarding 2 rebates that are owed to me. As soon as the rebate was released so I could mail in the paperwork, the rebate was sent. I am currently owed the following:

      $120 Rebate on ****************** 90PK Contact Lenses
      $110 Rebate on ************ for Astigmatism Contact Lenses

      I have followed up with the company many times and either never receive a response or receive a canned response that its pending vendor processing, they cannot provide a time frame and just wait. It is unacceptable to hold onto a consumers refund for months on end and way past the limits they discuss on their website.

      Business Response

      Date: 09/01/2022

      Business Response /* (1000, 8, 2022/08/26) */
      The rebate cards were mailed on 8/13/2022.


      Consumer Response /* (2000, 10, 2022/08/30) */
      (The consumer indicated he/she ACCEPTED the response from the business.)
      The company finally mailed my rebate cards - only after filing a complaint to the BBB for assistance. Based on the company finally fulfilling the terms of the rebate, this case is closed. Thank you to the BBB. I will never use Lens.com again.

    • Initial Complaint

      Date:08/02/2022

      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 on 1/26/2022 and was told I would get a $100 rebate. My order number is **********. I filled out and sent back all the appropriate paperwork. The website says the rebate process takes 12 weeks. It has been over 6 months since I placed my order and I have still not received my rebate. The website is misleading in how long it takes to get your rebate back and after chatting online with an agent they gave me no timeline of when to expect my rebate in the mail. The status of my rebate has been stalled at "card fulfillment" for months. I either want my rebate card or a refund for $100.

      Business Response

      Date: 09/17/2022

      Business Response /* (1000, 9, 2022/08/26) */
      The rebate card was mailed on 8/13/2022.

    • Initial Complaint

      Date:08/02/2022

      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 (Order # XXXXXXXXXX) some lenses on 1/29/2022 from lens.com which had $160 rebate amount. I sent rebate forms and they received them on March 1st. I have been waiting on this $160 since then. This rebate process has been on "Card Fulfillment by VISA Card Processor" step since Mid April of 2022. Every time I call customer care department they just say the same thing they are backed up and some other nonsense because its been 7 months since they have received rebate paperwork. I called lens.com today again and I talked to a lady supervisor. She told me the same thing that they were backed up but she said she will try to escalate the process. I thanked her and told her will give her another month. I told her that I don't understand since the visa processing company owned by same company also which is called "Speed Commerce". So then I told her this will be a legal issue if I don't receive this rebate asap since this rebate supposed to be sent much earlier. I am having some economical issues due to inflation and some other reasons like other people in the country. So i would like to have my rebate sent to me asap. Thanks.

      Business Response

      Date: 09/17/2022

      Business Response /* (1000, 8, 2022/08/26) */
      The rebate card was mailed on 8/13/2022.

    • Initial Complaint

      Date:08/01/2022

      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 applied for my $150 rebate from Lens.com in February (they received my rebate application on February 16, 2022. My order number is **********. Lens.com said to allow up to 8 weeks for rebates to be processed. It has now been 24 weeks and I have not received my rebate. This is a large and meaningful amount of money the company is unjustly withholding. It has taken three times as long as they said it would and I have no idea when (or if) it will arrive.

      Business Response

      Date: 09/01/2022

      Business Response /* (1000, 8, 2022/08/26) */
      The rebate card was mailed on 8/13/2022.


      Consumer Response /* (2000, 10, 2022/08/30) */
      (The consumer indicated he/she ACCEPTED the response from the business.)
      Received my rebate with BBB help!

    • Initial Complaint

      Date:08/01/2022

      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's advertised pricing for contacts included a rebate. It was stated that the rebate would take 8-10 weeks. I submitted the required information/form for the rebate. It's been over 6 months and I still haven't received it. I've contacted their customer service several times and the response is always that they can't provide any information as to the status of my rebate.

      Business Response

      Date: 09/01/2022

      Consumer Response /* (2000, 8, 2022/08/23) */
      Hi,

      My rebate card arrived in today's mail, therefore my issue has been resolved. Thank you for your help.

      Sincerely,
      ***************

    • Initial Complaint

      Date:08/01/2022

      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 from lens.com on January 11, 2022. I chose this company because of their publicized rebate system which would include a total of 220 dollars off of my order after I complete the rebate process. Upfront, their prices are higher than other vendors, but with the rebate, the price is lower. I called twice prior to ordering my contacts to review the rebate process with customer service personnel at lens.com and both times they assured me that I would be sent my rebate coupons within three months. I ordered the contacts and they were promptly mailed to me without issue. Within two weeks of receiving my contacts, I mailed in the rebate requests and they were received by the company. Since then, I have been waiting for six months and still have not received any rebate cards. After the first three months, I tried contacting the company no less than 7 times for information. Every time, I am told to wait a month for the process to move along. Only once did a representative file a complaint for me. After the complaint, the status of my rebate changed to "GREAT NEWS! Your Visa Card is being prepared and will be mailed on or before 7/22/2022." After 7/22, I called and was told it takes 2-3 days for the status to update after shipping. It has been a week and there is still no change. I tried emailing and was met with a similar response.

      I am frustrated because this product was sold to me with the understanding that a significant rebate was a given. I would not have ordered from this company otherwise. All I want is the original rebate that was promised. I have searched online and many other customers are having this issue and I feel that we are being lied to as consumers. Thank you for your consideration!

      Business Response

      Date: 09/01/2022

      Consumer Response /* (2000, 9, 2022/08/17) */
      I have received the rebate! My complaint has been resolved. Thank you for your help.

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

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