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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:07/26/2022

      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 2/16/2022 with the promise of a $90 rebate. I have contacted customer service on multiple occasions with the same response of processing delays. My rebate was processed 3/27 and as of today I have not gotten a firm response from lens.com. I would like my $90 VISA card or please refund that amount to the credit card used to place the order.

      Business Response

      Date: 09/01/2022

      Consumer Response /* (2000, 9, 2022/08/12) */
      After filing an internal complaint with lens.com my rebate was shipped a week later. This case can be closed.

    • 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.

    • Initial Complaint

      Date:07/26/2022

      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.
      7/26/22
      I purchased contact lenses from Lens.com on January 4th 2022 and filed for requisite paper work for the $150.00 rebate which normally takes 8-12 weeks. I have called numerous times and have been told of delays due to COVID. I have been given May 24th and June 24th as mail by dates in the past and recently have been told "soon" (10 days ago) by Lens.com. I find it hard to believe that Lens.com can not influence or inquire the VISA card processor to fulfill the order.. IT HAS BEEN 29 WEEKS! The order # is **********.

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

      Business Response

      Date: 09/01/2022

      The rebate card was mailed on 8/4/2022.

    • Initial Complaint

      Date:07/26/2022

      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.
      Lens.com promised a $120 rebate for a contact lens purchase that was made back on 12/31/2021. It's not late July - and I still have not received the rebate. They keep saying there are "Covid delays" and the rebates are not coming. Their website shows the rebate as "fulfillment complete" but it's just not being mailed. It's now been over 6 months, with no movement at all. It sure looks like a scam, where people are placing orders with the presumption of a rebate, that is never actually going to be sent. I would like to either receive my promised rebate, or get the $120 back on my card.

      Business Response

      Date: 09/01/2022

      Business Response /* (1000, 15, 2022/09/01) */
      The rebate card was mailed on 8/4/2022.

    • Initial Complaint

      Date:07/26/2022

      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 purchase contact lenses from Lens.com on 1/14/22. On 1/30/22, I mailed them a form to claim a $100 rebate through their well-advertised rebate program. Their website says that it will take up to 12 weeks to receive the rebate. I have contacted them twice now, most recently on 7/2/22, explaining that I have still not received my rebate. During our conversation, the rep said that rebates can take up to 16 weeks. When I explained that I was already at 22 weeks, she was dismissive and simply told me that it will come eventually...I am still waiting. I have lost confidence in this company but I do believe that they should honor their rebate agreement. After all, Lens.com's generous rebate is what makes their prices so competitive and was the reason that I purchased from them.

      I am including a copy of my completed rebate claim form as well as the transcript of my conversation with the Lens.com rep on 7/2/22 (the conversation took place via a customer service chat feature available on the Lens.com website).

      Business Response

      Date: 09/01/2022

      Consumer Response /* (2000, 15, 2022/08/23) */
      I finally received my $100 rebate on 8/22/22. My complaint has been resolved.

    • Initial Complaint

      Date:07/25/2022

      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.
      Lens.com offers a substantial "rebate" on the purchase of contact lenses. I purchased contact Lenses on January 22, 2022. They, however, make you wait weeks before you can even submit the forms for the rebate, and even though I submitted my rebate when I could, I'm still waiting as of today. This isn't a fair business practice, being forced to wait over 6 months for a rebate. THEY SHOULD BE REQUIRED TO POST PROMINENTLY ON THEIR WEBSITE THAT THEY MAKE CUSTOMERS WAIT AT LEAST 6 MONTHS. And, they should promptly pay the rebate to me that they should have paid 5 months ago.

      Business Response

      Date: 09/01/2022

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


      Consumer Response /* (3000, 10, 2022/08/11) */
      (The consumer indicated he/she DID NOT accept the response from the business.)
      Lens.com only mailed the rebate after I filed a complaint with BBB and the State Attorney General's office, over 6 months after I purchased the item. That's over twice what they advertised: "How long does it take to get my rebate? Rebates take 12 weeks . . . "
      "https://www.lens.com/rebate-center/#:
      ************************************************* That's not a fair business practice.

    • Initial Complaint

      Date:07/25/2022

      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 six boxes of contacts from this company at a price of $964.00. My prescription was not right, so I returned four boxes (they would only take three back because one was opened due to their own employee's misinformation as to the right prescription. I then found out I am needing cataract surgery and plan the multi-focal implant lenses. I sought to return the other three boxes because my prescription will change. They have not gotten back to me. At first, the woman said I didn't seek to return within 30 days, but my proof of receipt was within the 30 days.

      Business Response

      Date: 09/02/2022

      Business Response /* (1000, 15, 2022/09/02) */
      We will as a one time courtesy take back the 4 additional boxes of contacts as long as they are still factory sealed, unopened and unmarked on even though it was more than 30 days past the ship date of 6/17/2022 when she inquired about returning the additional boxes. She can return the boxes for a non refundable account credit to be used on a future order.

    • Initial Complaint

      Date:07/25/2022

      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 03/27/2022 I bought $333.92 worth of contacts from Lens.com. They stated that I would receive an $85 rebate. The rebate has been stuck on "Card Fulfillment by VISA Card Processor" for months now. I would like to finally receive the rebate I was promised. My order number is **********.

      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.

    • Initial Complaint

      Date:07/25/2022

      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 with lens.com on Jan 18, 2022 and still have not received the rebate as of July 25, 2022. It has been over 6 months--others have already received their rebate on this website in less time. I have contacted lens.com multiple times throughout the months only to have a customer service representative constantly tell me to wait for the rebate to be processed. The rebate tracker has indicated that the rebate is waiting to be mailed. It has been like this for 3 months now. If lens.com cannot fulfill its rebate promises, it should not promote false advertisement to customers. I am disappointed by the quality of service and the incorrect advertisement of prices. I am requesting that my rebate be refunded to my credit card.

      Business Response

      Date: 09/01/2022

      Business Response /* (1000, 15, 2022/09/01) */
      The rebate card was mailed on 8/4/2022.

    • Initial Complaint

      Date:07/25/2022

      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 lenses from Lens.com on 1/18/2022 - order number **********. My decision to purchase from this provider was based on a mail-in rebate offer - "$120 Rebate on 1-Day ****** Moist 90PK Contact Lenses". According to the web site, the rebate was to be processed within 90-days of receipt of required documentation. I submitted the required paperwork in late January and to this date I still have not received the rebate. I called Lens.com to complaint and while they confirmed receipt of all required paperwork back in February, they are still unable to give me a definitive time for receipt of the rebate. Sounds like a scam to me given how long this process is taking. I would like to receive immediate credit from Lens.com,

      Business Response

      Date: 09/01/2022

      Business Response /* (1000, 15, 2022/09/01) */
      The rebate card was mailed on 8/4/2022.


      Consumer Response /* (2000, 17, 2022/09/10) */
      (The consumer indicated he/she ACCEPTED the response from the business.)
      Will never buy product from this business again.

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

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