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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.

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    Complaint status

    Complaint type

    • 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.

    • Initial Complaint

      Date:07/31/2022

      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.
      My order was placed on 12/5/21. It is now 7/31/21.
      The website has stated Card Fulfillment by VISA Card Processor for over 2 months.
      When will I get my rebate? The website states 8-10 weeks. It is now 8 months.
      Is the rebate going to expire by the time I receive it, if I ever receive it?
      I'm due to order more contacts; however, why would I want to order them from lens.com if you aren't living up to your obligation of paying my earned rebate after 8 months?
      I want my $110 I am entitled to from this rebate.

      Business Response

      Date: 09/01/2022

      Business Response /* (1000, 8, 2022/08/26) */
      We have sent forward to have your rebate escalated. When the rebate is mailed out they will document the rebate center on your account with the date it was mailed. Should you have any questions please contact our Customer Service Department and we will be happy to assist you.


      Consumer Response /* (2000, 10, 2022/08/29) */
      Hello,

      The business has resolved my complaint. They refunded my money. No further action is required. You may cancel this complaint.

      Thank you,
      ***************

    • Initial Complaint

      Date:07/31/2022

      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 with Lens.com on 1/22/2022, because they offered a $120.00 rebate on my order. The rebate was supposed to arrive within 1-2 months. It has now been over 6 months and I have still not received my rebate. They claim delays due to COVID, but it's a Visa debit card that should not be impacted, as they could have provided the rebate digitally, by check, etc. They posted an update on their "Rebate Tracker" stating that the rebate would be mailed out by 7/22/2022, but it is now 7/31 and it still has not been shipped. I see no reasonable excuse for this very long delay and I'm concerned that I will not receive my rebate. I have sent many emails to try and resolve this issue, with no success.

      Business Response

      Date: 08/31/2022

      Consumer Response /* (2000, 6, 2022/08/02) */
      ***Document Attached***
      They have finally mailed the rebate after over 6 months. This complaint can be resolved. Thank you.

    • Initial Complaint

      Date:07/30/2022

      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 made 2 separate orders with Lens.com and am owed 2 rebates.

      The first order was placed on 1/18/2022 and the status of this rebate still shows "Processing" as of 7/29/2022.

      The second order was placed on 2/14/2022 and the status of this rebate still shows "Processing" as of 7/29/2022.

      In an online chat with the agent today 7/29/2022, she told me that I would get the rebates but "there was no eta" on when.

      Business Response

      Date: 09/07/2022

      Business Response /* (1000, 8, 2022/08/26) */
      We have reached out to the Rebate Center which is located in another facility and they have confirmed your rebate is processing and moving through the necessary stages for fulfilling the rebate card to be mailed out. Each step of the process takes several weeks as the rebate requests are processed in bulk. We understand your frustration in this delay and appreciate your patience and understanding. We can assure you, you will receive the rebate card but we are unable to provide a specific mail date at this time.

      We have sent forward to have your rebates for the January and February orders escalated. When the rebate is mailed out they will document the rebate center on your account with the date it was mailed. Should you have any questions please contact our Customer Service Department and we will be happy to assist you.


      Consumer Response /* (2000, 10, 2022/09/06) */
      (The consumer indicated he/she ACCEPTED the response from the business.)

    • Initial Complaint

      Date:07/30/2022

      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 in February 2022. I've used this company for a couple of years now. Never had any issues. The reason I've used them they seem to have good rebates. I've been waiting now months for my rebate. I tried contacting them in regards to this and have gotten no where. I want my rebate. This is why I order from them. If they are having problems with refunds at this time they should state this during the purchase. As I've seen multiple complaints about this same problem.

      Business Response

      Date: 09/01/2022

      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 /* (2000, 10, 2022/08/29) */
      (The consumer indicated he/she ACCEPTED the response from the business.)

    • Initial Complaint

      Date:07/28/2022

      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 submitted all the documentation to Lens.com in March for a 100$ Visa Rebate and I still have not received the rebate card. The order # is **********.

      Business Response

      Date: 09/01/2022

      Business Response /* (1000, 5, 2022/08/10) */
      The rebate card was mailed on 8/4/2022.

    • Initial Complaint

      Date:07/28/2022

      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.
      Hello,

      Lens.com provides rebates for certain purchases. My first order was placed on 1/6/2022, Order Number
      XXXXXXXXXX, for a $60 Rebate on ******* ******* Contact Lenses. My second order was placed on 3/16/2022, Order Number, XXXXXXXXXX, again for a $60 Rebate on ******* ******* Contact Lenses.

      I have not received my rebates and under my account on Lens.com, it indicates that the rebate is being processed. It's been in this status for months. Their FAQ states, "Rebates take 12 weeks as they require multiple steps."

      After multiple communications with them (phone, live chat, and email via their contact form (which they did not respond to)), they have only said that the rebate card processor (VISA) has delays in processing rebates due to "global raw material supply chain delays". Understandable in our current world...to a point... but we are past that point and at nearly 7 months and 5 months out from the original order date, global supply chain issues are not a valid excuse. (Especially considering Verizon got me an online VISA card in a matter of days for a rebate offer, i.e. it's possible to honor the deals you made with customers.) Either with incompetence or ill-will, Lens.com is conning people out of their money while waving rebate deals in the face of potential customers.

      Business Response

      Date: 09/01/2022

      Business Response /* (1000, 5, 2022/08/10) */
      The rebate cards for both orders were mailed on 8/4/2022.

    • Initial Complaint

      Date:07/28/2022

      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 my order on April 25 2022 and patiently waited for the advertised timeline to elapse to receive my rebate but it has not come and is now well past the expected timeframe. Seeing that many people have this same issue I am losing faith that I will ever receive it unless I get support from BBB. I would like a refund for the amount of my rebate ASAP.

      Business Response

      Date: 09/01/2022

      Business Response /* (1000, 5, 2022/08/10) */
      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:07/27/2022

      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.
      1/29/22 I placed order #********** with lens.com. The total purchase amount was $275.87 for 4 boxes of ****** contact lenses. The company promises a $120 Visa card rebate with this purchase as long as appropriate proof of purchase and documentation is mailed within 12 weeks of purchase. I sent in required documentation before the deadline which is documented on their rebate tracker. On the website it also claims rebates may take up to 12 weeks to receive. It has now been almost 30 weeks and my rebate has not been mailed to me per their "rebate tracking" online. I have contacted their customer service 3 times and they cannot provide any estimate as to when I will get my $120 rebate. At the end of each chat they ask "have I answered all of your questions?" And when I reply no they close the chat on me.

      Business Response

      Date: 09/01/2022

      Business Response /* (1000, 15, 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.


      Consumer Response /* (3000, 17, 2022/09/07) */
      (The consumer indicated he/she DID NOT accept the response from the business.)
      These are just words, where is my money? My order was in January. It is now September. I still have no rebate. But I keep getting emails from lens.com trying to sell my more contacts. How is it that the over priced contacts seem to make it in the mail but the rebate literally is talking forever?

      Business Response

      Date: 09/01/2022

      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.

      Customer Answer

      Date: 09/07/2022

      (The consumer indicated he/she DID NOT accept the response from the business.)
      These are just words, where is my money? My order was in January. It is now September. I still have no rebate. But I keep getting emails from lens.com trying to sell my more contacts. How is it that the over priced contacts seem to make it in the mail but the rebate literally is talking forever?

      Business Response

      Date: 09/22/2022

      We have submitted a request to the processing center to review the information regarding your rebate. When the rebate is mailed out, they will document the rebate center on your account with the date it was mailed.

      Business Response

      Date: 11/10/2022

      A review of the account with the ****** center shows the rebate card was mailed on 9/28/2022 to ********************************************* Gainesville, **  *****. If the customer has not received the rebate card please have them contact our customer service department so we can reach out to the ****** center and request a balance check and request a replacement card.  

    • Initial Complaint

      Date:07/26/2022

      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.
      promise that they have the lowest price for contact lens... but its a complete scam, because they give the money in a form of a rebate THAT NEVER SHOWS UP..... I PURCHASED MY CONTACTS 7 MONTHS AGO AND THE REBATES STILL IN PROCESS STAGE..... COMPANYS A COMPLETE SCAM AND ID DISPUTE ALL CHARGES IF IT DIDENT HAPPEN SO LONG AGO.... BUYER BEWARE GO TO ******* INSTEAD COMPANYS A JOKEEEEEE.

      Business Response

      Date: 09/01/2022

      Business Response /* (1000, 15, 2022/09/01) */
      We understand the customer's frustration regarding the rebate for the order dated 3/28/2022, 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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