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

Pattern of Complaints

Complaints

This profile includes complaints for Lens.com, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see

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.

Initial Complaint
Date:08/12/2024
Type:Delivery Issues
Status:
AnsweredMore info
Complaint statuses
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 July 5, 2024, I placed an online order for contact lenses with Lens.com using their website. My credit card was charged $352.87 for this purchase, which included $9.95 for shipping. I provided my correct address (***************************************************************) for shipping the order, as confirmed by my order confirmation. Lens.com, however, shipped the order to a different address (*********************************************************************). Despite the similarity in the addresses, I have no connection with the Maravillas address, and do not have access to deliveries made there. I reported the mistaken address immediately to Lens.com, using their online customer service chat function, but they declined to take any action until they received confirmation from their delivery service that the package had been delivered. Assuming that the mistake was a simple clerical error I immediately completed and returned the Non-Receipt of Goods Disclaimer Form as requested, and asked for immediate re-shipment of the order to the correct address.Over the next couple of weeks, the mis-delivery of my order to the same wrong address was repeated twice more. This happened despite multiple emails to Lens.com confirming the correct address for delivery, and pointing out the incorrect address used by them for the subsequent shipments. Having lost all confidence in Lens.coms ability to complete my order, I requested that my order be canceled and my credit card refunded, but they have refused to do so, although it is now more than a month since the order was placed.The entire handling of this matter leads me to conclude that what I have experienced is not just the result of incompetence by Lens.com, but is indicative of a lack of good faith and fair dealing toward its customers, and a pattern of false, misleading and deceptive practices in the conduct of its business. Documentation of the above is available as required.
Business Response
Date: 08/27/2024
This was an unintentional unknown issue that has been corrected. You were in communication with our staff who processed a refund for you on 8/8/2024.
Customer Answer
Date: 09/10/2024

Complaint: 22118996

I am rejecting this response because:
This "response" is typical of the lack of attention shown to my concerns. The issue was unknown and unintentional only because Lens.com failed to accept and act on my concerns despite numerous attempts to notify them of their error, which was repeated three times. The last communication I received from Lens.com was on 8/7/24 when they indicated they would not process a refund until I completed a duplicate of an unneeded form I had already submitted twice previously. I was never advised directly by them that a refund had in fact been made.
A responsible merchant would have:
Apologized for their repeated errors in processing and their ineffective and inconsistent customer service.
Advised of the cause for their repeated errors, and what steps were taken to correct it.
Offered compensation for the time they retained my funds improperly, not to mention the inconvenience of not having my needed lenses, and the time, effort and frustration in dealing with them.

Sincerely,

*********************
Business Response
Date: 09/10/2024
We have apologized to you in each communication we've made. The error was not intentional but a system issue which was escalated and corrected. I will have a member of leadership reach out to you as well.
Initial Complaint
Date:08/07/2024
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
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.
6/20/24 $617.79 was paid for contact lenses.The dispute is being filed Because after realizing I received the wrong contacts and that the script has been expired over a year and they won't assist in getting any type of refund because it's been over thirty days.
Business Response
Date: 08/09/2024
Per the contact lens rule, we allow your doctor 8 business hours to respond to your Rx verification. If your doctor does not respond within the 8 business hours, we assume your order is correct as placed and proceed with fulfillment. As indicated on the pack slip, you are alerted to review your RX on your contact lenses as soon as they are received and prior to opening. Located in our FAQ's on our Lens.com website, we clearly outline our 30 day return policy. We have advised you on 8/7/2024 that we are unable to accept your return after the 30days.

Customer Answer
Date: 08/12/2024

Complaint: 22107730

I am rejecting this response because:

Sincerely,

*******************************
Initial Complaint
Date:08/05/2024
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
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 am due a $75 rebate card. I purchased contact lens on 4/1/24 with a promise of a $75 rebate card. I have mailed the vendor twice and called 4 times to followup and on their rebate tracker, it keeps postponing my rebate card. It keeps showing it will be mailed soon, but a month later, it changes the date to next month. I want my rebate ASAP, considering it has been over 3 months. I will never again purchase from this vendor as they lie about rebate just to lure you to purchase.
Business Response
Date: 08/06/2024
There are no issues with your rebate status. All time frames listed in our FAQs state to allow 12 weeks for processing. To see the status of your rebate card, please go to www.rebatecard.com and track the status of your rebate.
Initial Complaint
Date:08/05/2024
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
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 advertises a $290 rebate for the product. I sent all required documentation for the rebate but the company did not send the rebate. I have spent months working with the company to get the rebate. The company now tells me they can only speak to my son, for whom I ordered the product, even though I am clearly the one billed on the receipt. Every avenue I go down to get the rebate, the company finds a new door to close or hoop for which I must jump through. All of this involves countless hours on the phone, emails, and misdirection which has wasted much of my time.
Business Response
Date: 08/06/2024
According to your rebate status from rebatecard.com, your rebate was mailed on 5/9/2024 to the ship to address on your order.
Customer Answer
Date: 08/07/2024

Complaint: 22093196

I am rejecting this response because:

Both Lens.com and Rebate.com keep sending me in a circle to each others businesses. Rebate.com states they sent the rebate card but I never received the card. I asked Rebate.com to cancel the card they sent and resend a new card. Rebate.com states they can not cancel the card because it is not in my name. Lens.com submitted the rebate to Rebate.com under my childs name. Because Lens.com incorrectly submitted my rebate to Rebate.com, I am stuck in this loop where Rebate.com will not send a replacement card for a lost card. Each time I contact Lens.com to have them fix the name on the filed rebate, they instruct me to call Rebate.com to fix the situation on my end. I can not because Rebate.com then tells me to contact Lens.com, as the parent company, to fix the situation. I am completely unable to make any headway in this situation. It should be a simple fix by one of these companies to cancel the lost card and reissue the rebate card. But, both companies simply point to the other one as the one who must rectify the situation. I am at a complete loss here. Lens.com put the wrong name on the rebate and now will not fix their mistake so I can receive the rebate card.

Sincerely,

*************************
Business Response
Date: 08/09/2024
All rebate forms are filled out by the customers which provide to us the address, name etc. We only send the rebate card to the details listed on the form that is signed by the customer to confirm all accuracy. We will have a member of our rebatecard.com team reach out to you regarding your rebate.
Initial Complaint
Date:08/05/2024
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
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 8 boxes worth of contact lenses on 4/10/2024 with the expectation that I would receive the advertised $290 refund as long as I sent in the required tags and form in time. I paid to send these along with a required signature but received no refund. I contacted Lens.com through email and phone calls, but they kept referring me to a third party because they have no control over refunds. The number they provided led to automated messages and I could never get in touch with a human for the third party. I have been ordering from Len.com for years and this will be the last time I deal with them. $290 is not an insignificant amount and I would have never ordered the amount of boxes I did if this refund wasnt advertised. I was counting on it.I would like to warn others of this scam, which allures you with a discount that you will NEVER receive.
Business Response
Date: 08/05/2024
Our rebates are now powered by rebatecard.com and any updates or communications can be done thru the site, www.rebatecard.com. To assist you, could you please provide me the tracking number of the form you mailed in?
Customer Answer
Date: 08/05/2024

Complaint: 22087617

I am rejecting this response because:

Tracking info: 9589071052700211987548
I have emailed the ************* but have not heard back. YOU advertise the refund, YOU receive payment, YOU should be held responsible for the refund. It is unacceptable to claim that it is out of your hands once youve received payment, it is clear as day that Lens.com advertises a refund that the consumer may or may not receive.

***********************
Business Response
Date: 08/07/2024
As per the correspondence with you regarding your rebate, we are taking the necessary steps to approve and mail your rebate.
Initial Complaint
Date:07/29/2024
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
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 have ordered from lens.com in the past. When I made my order the other day, I was given a quote online and at the bottom it said total $348 plus shipping and handling. Then I was charged $563. When I went back to review why, I had click on a small little i icon, to see the backdown. It stated $213 for taxes and fees. I contacted support to get a breakdown on what was taxes and what was fees. They will not provide an itemized explanation of what is taxes and what his fees. I said to the person on Support that never showed online about this additional cost. He explained to me where it would be. And I said to him oh so its purposely misleading? And he said yes. Charging taxes and fees that are over 60% of the cost, And not giving an itemized explanation of what is taxes? Isnt that illegal? If not illegal, its certainly bad business practices, with an intent to mislead. Gross representation lens.com, should be ashamed of yourself you used to be a good business. Lost a long time customer today. I make my purchases annually. Something changed in the last year.
Business Response
Date: 07/30/2024
These are not taxes as in state or federal taxes. Taxes are tax recovery charges for tax obligations where applicable and the fees are compensation for servicing your order. We provide you a full total prior to you completing your order. All orders incur taxes and fees including all of your orders that you have placed with us.
Initial Complaint
Date:07/24/2024
Type:Sales and Advertising Issues
Status:
AnsweredMore info
Complaint statuses
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 website and they added $70 of "taxes and fees" without describing this exorbitant fee. The order form and website when I purchased the lenses indicated that the price was $65 each for two boxes plus $10 shipping. My credit card alerted me that a $210 had been charged to the card. The checkout process did not make these excessive and unusual fees known to me. Upon reviewing my order details on the Lens.com website, and upon reviewing the email Lens.com sent me, there is also no mention of these fees and taxes. I contacted the business immediately upon seeing this charge and asking them why it was present. Lens.com send an automatic reply saying they would look into it. Later in the day, having not had a response from them, I contacted Lens.com through their online chat to request them cancel the order. They claimed that the fees were standard, however I have never experienced a $70 fee for anything that I have ordered online. Also,contact lens are not taxable in *******. They also claimed that the order had already been sent to a courier service and refused to call them to cancel the order. They finished by saying I could process a return when I received the order, but refused to start processing the return now as requested. The bad business practices to me seem to be hidden taxes/fee as well as refusal to cancel an order and refusal to process a return.
Business Response
Date: 08/07/2024
Taxes and fees are part of your order summary prior to placing your order. As indicated on the site, taxes and fees are tax recovery charges for tax obligations where applicable and the fees are compensation for servicing your order, these fees are applied to all orders. We do offer a Free return label, please give us call and we will be happy to set up your return once you have recieved your order.
Initial Complaint
Date:07/22/2024
Type:Delivery Issues
Status:
UnresolvedMore info
Complaint statuses
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 12 contact lenses from Lens.com in November of 2023. It took several weeks for the order to arrive. Their explanation as to what took them so long to send out my order was that they did not have the packages in inventory. In June I opened a new package of my contacts and it was empty. I contacted the company and after explaining the issue many times and sending documentation of my purchase, the company offered to credit my account for $4.99, which could be used on my next order. I explained to them that a credit was not acceptable as I was still short one package of lenses. They stated that they cannot send out one package as they only receive boxes from their wholesaler. My example to them was, if I went to my pharmacy with a prescription from my doctor for an antibiotic for 10 pills and the pharmacy only gave me 9, I needed one additional pill to comply with my doctor's ******* They should send me a lens even if they have to buy a box from their wholesaler. They do not respect their guarantee. I will not be doing business with them in the future. They may be cheaper than my prior company but my prior company sent the order out within 2 days and sent me a replacement lens when one lens was also missing in a package.
Business Response
Date: 07/22/2024
We do a policy in place for this, I have requested a member of the leadership to contact you and provide a proper resolution.
Customer Answer
Date: 07/23/2024
I will await their response
Customer Answer
Date: 08/07/2024
Lens.com has not communicated with me since the complaint has been made. I have been waiting for their response. How can they say they have communicated with me when they have not?
Business Response
Date: 08/09/2024
Our leadership team contacted you on 7/22 but we were only able to leave a voicemail. Have you checked you voicemails? we have not heard back from you. Please give us a call at your earliest convivence, ************
Customer Answer
Date: 08/15/2024

Complaint: ********

I am rejecting this response because:
Re complaint #********. I spoke to Lens.com about the complaint and they promised to get back to me within 48 hours to see if they could get it resolved. As of this date they have not. They make many promises but never come through with anything to resolve,
Sent from ************************* (*****************)

Sincerely,

*************************
Business Response
Date: 08/16/2024
We have not heard from you after communication was left on 7/22. Please call us as soon as possible to review your account. Our phone number is ************.
Customer Answer
Date: 08/16/2024
I received no message from Lens.com, however when I read the BBB response from them that they tried to contact me I immediately called them, went over the whole complaint once again. They said that they would get back to me within *************************************************** over a week. This appears typical of this company. Making promises but does nothing.
Customer Answer
Date: 08/16/2024

Complaint: 22016074

I am rejecting this response because:
I received no message from Lens.com, however when I read the BBB response from them that they tried to contact me I immediately called them, went over the whole complaint once again. They said that they would get back to me within *************************************************** over a week. This appears typical of this company. Making promises but does nothing.

Sincerely,

*************************
Business Response
Date: 08/16/2024
You spoke with a member of leadership today via phone to assist you with this concern.
Customer Answer
Date: 08/18/2024

Complaint: 22016074

I am rejecting this response because: Lens.com has refused to replace the missing lens which I cannot replace elsewhere. I ordered 12 lenses and only received 11. That is not acceptable nor good business practice from a medical provider.

Sincerely,

*************************
Customer Answer
Date: 08/19/2024
Thank you for your help with this matter
Initial Complaint
Date:07/15/2024
Type:Sales and Advertising Issues
Status:
AnsweredMore info
Complaint statuses
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 is more of a bad practice complaint. The advertising right off the bat makes it look like you are getting a great deal. Then they charge you the full amount. And then add on what says taxes and fees with no breakdown of the fees or the amount of taxes being paid. For an amount just over $200, you are charge $98. The amount is close to 50% of your total price. Taxes would only be about $16. What is the other $82 going. Then when you pay the full amount you have to wait to mail in a rebate to get your money back. In the end you are paying the same amount for contacts that you would on any other website.
Business Response
Date: 07/16/2024
Your order contains items that incur a processing and/or handling charge. We guarantee the total cost of your order will be the lowest on the internet, even including these fees. Taxes are tax recovery charges for tax obligations where applicable and the fees are compensation for servicing your order.
Initial Complaint
Date:07/12/2024
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
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 when purchasing contact lenses from them and I sent it in on 1/22/24 and they say they never received my rebate and no one is available to talk to me about it. They are not honoring their rebate. I Only bought from them because they offered the rebate compared to other companies. The order number is 111-109-7772 and the date I purchased the contacts was 1/12/24
Business Response
Date: 07/12/2024
We offer a generous 3-month (12 week) window from when your order shipped date to redeem your rebate. That window starts the date our order has shipped. All Rebate Forms must be mailed using **** and **** Signature Confirmation is suggested. Please provide the tracking number for your mailed in form and barcodes and we will investigate further.

We are not responsible for lost, damaged, misdirected or delayed transit mail.
Customer Answer
Date: 07/15/2024

Complaint: 21980716

I am rejecting this response because: I did mail in the rebate immediately after receiving my contacts. They did not honor the agreement. I want my rebate that they promised. I followed their procedures and mailed in prior to their deadline. I had made a note when I sent it. They should honor their advertised agreement. It is not my fault if they lost my paperwork and need a better process to send rebates.

Sincerely,

*********************************
Business Response
Date: 07/16/2024
Per the terms and conditions, we are not responsible for lost or stolen mail. We ask that you please provide us a tracking number for your mailed in rebate submission as per the instructions. Once we have your tracking number, we can review and investigate further.

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.

Cookies on BBB.org

This business has 1 alert

Complaints

Customer Complaints Summary

If you've experienced an issue

Filter and sort by

Sort by

Complaint status

Complaint type

Complaint statuses

Business Response

Customer Answer

Business Response

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Customer Answer

Business Response

Customer Answer

Business Response

Customer Answer

Customer Answer

Business Response

Customer Answer

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

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