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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.

    Sort by

    Complaint status

    Complaint type

    • 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 ordered contacts on April 6th, I sent my rebate information to Lens.com the week of April 14th via mail. I checked my rebate information online the week of April 25th and it had been received. It is 3 months later and I still have not gotten my rebate card. I have called and was told that there were delays, they could not give me any time that I would receive my card. I only purchased my contacts through Lens.com because of the rebate.
      my order number is **********.

      Business Response

      Date: 09/01/2022

      Business Response /* (1000, 8, 2022/08/10) */
      The rebate card was mailed on 7/28/2022.


      Consumer Response /* (2000, 10, 2022/08/11) */
      (The consumer indicated he/she ACCEPTED the response from the business.)

    • 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 ordered Contact lenses from Lens.com in January 2022. I was suppose to receive a $160.00 Visa gift card. They had completed all of the paperwork by February, 2022 and I am just waiting for them to mail the card. I have called several times and they just say it is taking longer than usual to process the rebates.
      I would like my rebate card mailed soon.

      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 /* (2000, 10, 2022/08/15) */
      I did receive an email for the company on 8/12/22 stating that my rebate would be mailed out in 5-7 days.

      Thank you so much for your assistance in getting this to happen.

      **********

    • Initial Complaint

      Date:07/20/2022

      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 from Lens.com on 12/28/21 and was suppose to receive a $100 visa rebate card within 6-8 weeks. I sent in all the required paperwork and have been checking on the status of my gift card. It has been 29 weeks and still no $100 rebate gift card. I called the company several times to find out when I would get the rebate and every time, their customer service representative has no idea when the gift card would be issued. They claim that because of COVID there has been issues and that the rebate would come in the mail soon but that was over 4 months ago. I just want this company to stop giving me the run around and to send me the rebate gift card that I am entitled to.

      Business Response

      Date: 09/01/2022

      Business Response /* (1000, 5, 2022/08/03) */
      The rebate card was mailed on 7/28/2022.

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

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