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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

    • 621 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:07/24/2022

      Type:Sales and Advertising 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.
      ordered contact lenses from Lens.com on April 7, 2022. Despite the company's stated guarantee that it would verify contact lens prescription before sending lenses, it did not. That resulted in Lens.com sending me the wrong lenses. I returned them per its policy requirements. Initially Lens.com told them it would refund my money (despite the fault for the error being the company's) minus a hefty restocking fee of 25% of the price of the lenses but then reneged stating a change in company policy. Many calls and months later, still no refund but they offered to destroy the lenses I sent back without charging me. Sounds like a scam to me: their error but the customer pays. Amount involved about $115-120.

      Business Response

      Date: 09/01/2022

      Business Response /* (1000, 9, 2022/08/10) */
      The Contact Lens Act mandates that we attempt to verify your contact lens prescription with your eye care provider. We sent your doctor a fax with your order details to ensure their accuracy. The same guidelines stipulate that your doctor has 8 business hours within which to respond. Your eye care provider failed to respond within the required 8 business hours so your order was shipped as placed.

      As stated on the website under our return policy: We offer a generous 30-day period, from date shipped, within which to return any contact lenses you have received. To be eligible for return, all products must be in saleable condition (unmarked boxes and factory sealed).

      Returns will not be accepted without an RMA number. Goods returned without the RMA will incur a 25% restocking fee or if you choose to have the product returned, a charge of $14.99 to pack and ship the non-RMA products back to you. Please use the return label we will provide you with as it is trackable and ensures you receive credit for your return in the event your package is lost.

      The packing slip states to check your prescription before opening your boxes.


      Consumer Response /* (3000, 11, 2022/08/11) */
      (The consumer indicated he/she DID NOT accept the response from the business.)
      Lens.com states "If you're not 100% satisfied with your Lens.com purchase, we'll cheerfully refund all your money." Lens.com sent me the wrong lenses (While my prescription clearly states "******************** Multifocal," the lenses sent were "********************.") because it chose not to verify type and brand by either contacting my prescriber or by asking me to send a copy.Lens.com was responsible for the error. Most other online lens providers do require verification beforehand by providing a picture of the prescription. It seems that is the better business practice and one more likely to result in receipt of "the exact type and brand of contact lenses specified."
      Lens.com provides no details regarding its 'attempt' to obtain fax confirmation, only that when confirmation was not forthcoming within an 8 hour period, it opted to proceed without verification, which as stated before, was responsible for the wrong lenses being sent. It is dismaying to know that Lens.com would abandon customer safety concerns with such alacrity simply because a technical loophole exists. However, having done so, Lens.com alone is responsible for any error it made. My assumption is that the FDA did not intend any customer jeopardy to result from the Contact Lens Act provision cited by Lens.com. I also assume that the cited provision was not intended to be a way to game lack of a valid prescription. Yet, as this complaint shows, there is a vulnerability that the FDA may want to re-examine given use and customer experience records.
      Rather than acknowledge its error and send me
      a refund or the correct lenses, Lens.com insisted
      on transferring the cost for its error to me,
      the customer. If companies are allowed to
      profit from clearly erroneous transactions, in
      violation of stated guarantees ("If you're not 100% satisfied with your Lens.com purchase, we'll cheerfully refund all you money."), what is there
      to deter them from continuing that behavior
      or adopting it as policy: we make the error, keep
      the merchandise and your payment. Customer
      loses/Lens.com wins.

    • Initial Complaint

      Date:07/24/2022

      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.
      This business offers rebates for contacts lens orders. I placed the order on January 19 2022. Order #**********. The rebate is for $160. They have a rebate tracker, I followed all the steps and my rebate request and info was received, it was sent for processing, the card was processed and loaded with the funds but it is now stuck on the shipping tab. Every time I contact customer service about it, they say they can't tell me when it will ship but that it will eventually. It's been 7 months. I asked them when an acceptable time frame is it for me to re-contact them if it's been too long. I asked is a year an acceptable time? They proceeded to tell me they can't give me a time. At which point i said I'll contact the BBB then at which point they ended the communication.

      Business Response

      Date: 09/01/2022

      Consumer Response /* (2000, 8, 2022/08/10) */
      The business resolved the complaint and I received my rebate card. Please cancel the complaint.

      Thank you,

      ***********

    • Initial Complaint

      Date:07/23/2022

      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 contact lenses on 1/25/2022 and they advertised a rebate for the lenses which I should have received an $80 rebate by now (July 23, 2022). I attempted four times to contact them - twice by chat and twice via phone call. The chat just dismissed me and said to wait and the last phone call, he was very polite but said they are understaffed and that it is in process. That last call was a month and a half ago. I still do not have my rebate of $80 and I find this unprofessional and highly suspect.

      Business Response

      Date: 09/01/2022

      Business Response /* (1000, 8, 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.


      Consumer Response /* (3000, 10, 2022/08/11) */
      I Have been patient and I have waited since February. Most rebates are 6-8 weeks. This is 6 months?! I am assuming there is nothing to be done but wait, correct?


      Business Response /* (4000, 19, 2022/08/26) */
      The rebate cards were mailed on 8/19/2022


      Consumer Response /* (2000, 25, 2022/08/30) */
      I finally received my rebates last week and believe that I did because of BBB's involvement. Thank you.

    • Initial Complaint

      Date:07/23/2022

      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.
      on 06/23/2022 I placed an order for 4 boxes of contact lenses. They were promptly shipped out but they sent me the wrong strength contacts. I ordered -2.25 and they sent me -2.00. When I called the customer service number, they stated they did not verify the prescription with my eye doctor, they just shipped out the last prescription they had on file instead. I quickly returned the package with the wrong contacts and one month later, I have yet to receive the correct contacts. They stated they never received the package back and they can't ship out the correct contacts until they get the wrong ones back. Meanwhile, I have been without contacts for a month and they refuse to fix the mistake they made.

      Business Response

      Date: 09/01/2022

      Business Response /* (1000, 15, 2022/09/01) */
      The correct prescription was overnighted on 7/22/2022 after we received the incorrect lenses back in the return department.

    • Initial Complaint

      Date:07/23/2022

      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 a $120 rebate claim in February 2022 and lens.com still claim they are "processing" it. They blame it on "supply chain issues" but what does that have to do with anything. I think it's a deceptive business practice. Beware!

      Business Response

      Date: 09/01/2022

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

    • Initial Complaint

      Date:07/22/2022

      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 on 12/31/21 and mailed the rebate submission form on 2/1/22. There is a 14 day wait process before you can download rebate form. Mine took 3 weeks before it was available on the site. I paid $691.03 for a year supply of contacts with the promise of a $160 rebate. It's been 6 months since I sent the rebate submission. I should have received my rebate within 8 weeks which should have been received by the end of March 2022. Still have not received the rebate. Have called 2 times about it and get the same runaround that it's due to Covid. The same thing happened to me when I ordered the year before. Took way too long to receive rebate and finally received 6 months later after numerous calls to the company. I even asked for the name and number of the card fulfillment company, but they did not know or did not want to give that info. I also asked to speak with a supervisor and they could not produce one. This company is a scam and I will never order from them again. I have ordered numerous times from them over the years and always received my rebate, but the company has changed. It's false advertising. Don't advertise a rebate within 8 weeks if you cannot follow through on what you advertise. Do not order from this company. There are more reputable companies out there. I've done rebates with other companies during Covid and have had no problems receiving my rebate. So Covid is no longer a valid excuse they should be using as far as I am concerned. I believe that they expect you will forget about the rebate after a significant period of time and they never mail it and profit from you. My order number was XXXXXXXXXX.

      Business Response

      Date: 09/01/2022

      Consumer Response /* (2000, 9, 2022/08/10) */
      I received my rebate during this process with the BBB even though they have never responded to complaint.

    • Initial Complaint

      Date:07/22/2022

      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.
      My complaint is the exact same as the majority of others that are listed on this site.
      I ordered several hundred dollars worth ($570) of contacts in January 2022. Part of the draw was that the company offered a rebate on the purchase of a certain amount of contacts and with that rebate, the cost was less than from my eye doctor and less than other websites I looked at.

      The rebate offered on one set of contacts was $110 and the rebate on the second set of contacts in the same order was $160. Total rebate waiting to be processed is $270. I waited the required time to file the rebate request (they ask you to wait a few weeks, probably hoping you'll forget to do it) and logged in to check the "Rebate Tracker". Initially, there was a note on the website that said they were running 6 weeks behind due to COVID and supply chain issues. I've logged in every few weeks to check and they rebate tracker shows progress, but very slowly.

      My frustration has reached a boiling point over the last 2-3 months. "Card production", "Card Loaded with Funds", "Card Fulfillment" and "Card Mailed" are four different steps listed in the tracker and it has taken 3 months to make progress through the process. It doesn't make sense. Load the card, put it in an envelope and mail it. It shouldn't take more than 15 minutes, let alone 3 months.

      I have messaged the company and get the same canned answer about COVID and supplier delays that others have. They cannot tell me when the rebate will come. An agent today finally told me they are currently processing rebates from November 2021. I'm not sure I even believe that. I suggested they should start sending rebates electronically and was told that's not possible. This is a terrible way to do business. If you are thinking about ordering and figuring the rebate into the price to decide if Lens.com is a good deal, don't: you probably won't ever get it.

      Business Response

      Date: 09/01/2022

      Business Response /* (1000, 8, 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:07/22/2022

      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 reportedly offers rebates with plastic visa giftcards mailed in 8-10 weeks. The order was placed on 1/31/22. The rebate center message has changed over the months. Now it's a global supply issue. Previously it stated to be a Covid-19 issue. The customer service does not respond in 24 hrs to inquiries as shown on the ticket dated 7/10/22. But since then the rebate center states the reimbursement cards will be mailed out on or before 7/29/22.

      Business Response

      Date: 09/01/2022

      Consumer Response /* (2000, 9, 2022/08/09) */
      ***Document Attached***
      Received rebates. No response of complaint.

    • Initial Complaint

      Date:07/22/2022

      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 purchased $822.39 worth of contact lenses from Lens.Com on 1/20/22 based on the fact that they offered a rebate (depending on how many boxes of contacts one buys). I received the contacted lenses a month later. However, I STILL HAVE NOT RECEIVED MY REBATE OF $260. I have contacted Lens.Com multiple times to ask about my rebate and each time they tell me its being "processed." They just don't know how long it will take. REALLY? I spoke to "Cindy" at Lens.Com on 7/21/2022 and she told me the rebate was approved on 3/4/2022 and it's just "processing." How many times do I have to call them to tell me this? This rebate program is a SCAM and was only created for people to order contact lenses from them. Lens.com needs to be held accountable.

      Business Response

      Date: 09/01/2022

      Business Response /* (1000, 8, 2022/08/10) */
      The rebate cards were both mailed on 7/28/2022.

    • Initial Complaint

      Date:07/21/2022

      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 on 2/19/2022 which qualified for a $120 rebate card. Upon delivery, I accessed the rebate form from the Lens.com website, cut out the proof of purchase from each individual contact box and submitted my completed form as instructed. The Lens.com website and frequently-asked-questions clearly state that "rebates take 8-10 weeks as they require multiple steps including fraud prevention, verification and third-party Visa Card issuance and mailing." It is 7/21/2022, more than 5 months later, and I have still not received my $120 rebate card. Upon talking to several different agents on the Lens.com chat function, I am provided different excuses. One agent alleged that it is VISA's fault for the delay, but could not provide me with contact information for VISA. Another alleged that the rebate processing is at a minimum 12 weeks (which is not what is advertised) and yet, does still not explain why I haven't received my rebate. Another said that it will take me another +5 weeks to receive my rebate. Based on the similar complaints on the BBB website, I do not believe that I will ever receive my $120 rebate as more than 5 months has passed since my order was placed. Lens.com had no issue collecting my payment, but has not been cooperative in issuing my rebate card as promised. I would advise any/all consumers to avoid using Lens.com. I have already moved my prescription to another contact lens provider.

      Business Response

      Date: 09/01/2022

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


      Consumer Response /* (2000, 10, 2022/08/14) */
      (The consumer indicated he/she ACCEPTED the response from the business.)
      The rebate card was mailed after I filed a complaint. What a coincidence!

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

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