Business Profile

Contact Lenses

Lens.com, Inc.

This business is NOT BBB Accredited.

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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

617 total complaints in the last 3 years.
67 complaints closed in the last 12 months.

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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:07/11/2024
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.
Lens.com added $67.00 to my order without notice at checkout. When I called, they said it was *************** I suspect they are collecting more in taxes than is due, and not sending the full amount collected to the state.
Business Response
Date: 07/12/2024
The taxes and fees are a standard charge that applies to all orders. We strive to be transparent about our pricing structure and want to ensure that all customers are aware of this fee upfront. These fees allows us to continue providing excellent service and meet your expectations throughout the ordering process. The fees are listed on the shipping address page prior to you confirming your order.
Customer Answer
Date: 07/12/2024

Complaint: 21975400

I am rejecting this response because: what transaction are these fees expressed. They only appeared at the confirmation page when you check out.

Sincerely,

*******************
Business Response
Date: 07/12/2024
Prior to submitting your order, the shipping address confirmation page has a breakdown of you all charges.
Initial Complaint
Date:07/09/2024
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.
As of 7/8/2024, Lens.com advertises contact lens boxes for $9.99 in your cart, accounting for a mail in rebate they offer. Upon making your selections and clicking "Go To Checkout", you are taken to a shipping information page where it displays your shipping cost. On the next page you enter your payment information, and there is an itemized breakdown of the total cost. The line items are as follows:- "Contact Lens Brand" for "Your Name"______4 boxes |- FREE Lens Case ($2.99 value)____FREE |- Standard shipping (5-7 Bus. Days)____$9.95 |- Order Total:____$233.87 |- "Contact Lens Brand" Mail-in Rebate_____-$85.00 |- Total After Rebate:____$****** |Last time I checked 9.99 x 4 + 9.95 is not equal to ******. What they don't itemize for you is the near $100 for service fees and taxes. It is intentionally deceptive and the consumer is not even notified any extra fees were added. Very poor business practice, so poor that I am losing sleep to write this review. I didn't even purchase them, but I am still ******. Do better.
Business Response
Date: 07/09/2024
Taxes and fees are located at the shipping address page prior to check out. Taxes and fees are applied to all orders, and we are unable to change the amount or remove it. Taxes are tax recovery charges for tax obligations where applicable and the fees are compensation for servicing your order.
Initial Complaint
Date:07/02/2024
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.
7-1-2024 Lens.com Is running a bait and switch scam online. Lens.com has now added a line item for "Taxes and fees" This is only visible at the finalization of your order right before you push order. This is a new "where applicable fee" that is never not applicable. When pressed to explain what taxes these were to pay this was their response "This is not sales tax, state tax, or federal tax, and they vary on the total number of boxes in every order. If you want to have lower ************* you also have to lessen the number of boxes"I have a copy of the screenshot and chat transcript if needed :). I've been a client of lens.com for 4 years and recently bought contacts at the end of May and no fee line items where shown.
Business Response
Date: 07/02/2024
The taxes and fees are applied to all orders, and we are unable to change the amount or remove it. Taxes are tax recovery charges for tax obligations where applicable and the fees are compensation for servicing your order.
Initial Complaint
Date:06/28/2024
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.
06/28/2024 *********************** ******************************************************************************************************************************************************************************************* *********** Lens.com ************************************* Re: Dispute Ticket# ********** Hello:My name is ***********************. I am writing with a complaint for lens.com. I placed an order on June 15th, 2024 for two boxes of contact lens. I have yet to receive the order. It is almost a month since.Lens.com states that these are medical devices. I have not had any priority in receiving the much needed medical devices in a timely and efficient manner.This will not be acceptable to continue doing business with this company.I have already placed an order with 1800 contacts and my order has been successfully shipped one day after verification of my prescription.Honestly, to be classified as medical devices and not place a heavy priority on the shipment and delivery is highly incompetent. I am asking for a full cancellation and refund from this business stat!I will never do business with lens.com again!Thank you,-*****
Business Response
Date: 07/01/2024
Your contact lenses are expected to arrive on 7/2/2024.
Your order has passed prescription verification. However since the parameters that meet your vision needs fall just outside the range of the most common lenses, we had to order them directly from our supplier. Originally we anticipated receiving your contact lenses by Jun 21 2024 12:00AM. Unfortunately there will be a slight delay. Please accept our sincere apologies for the delay. Our supplier has assured us we will receive your contact lenses by 7/2/2024.

Your contact lenses will ship, by your chosen delivery method, within 1 business day of receipt. We will send you an email confirming shipment of your order.
Customer Answer
Date: 07/02/2024

Complaint: 21915081

I am rejecting this response because: I requested a full refund for this order. Stop side stepping my request.I do not want to do business with you company.Refund please.

Sincerely,

***********************
Business Response
Date: 07/02/2024
In order to receive a refund, please contact us via phone to request to cancel, as this time we have not received a request from you to cancel your order. You may call us at ************.
Initial Complaint
Date:06/25/2024
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 contact lenses from Lens.com, which provided a $75 rebate card, which I received. I expired on May 2024, which I was not aware of until recently. I have contacted MyPrepaidCenter.com who issued the card and was informed that Lens.com specifically opted and instructed them not to replace expired cards. I contacted Lens.com and spoke with a next level person named ******* who was firm that they would not replace the card. When I asked to escalate the call to his supervisor, he refused. When I asked if he was refusing to transfer the call to his supervisor, he said that was correct in a rather smug tone, and said he's the only one there at his level and I could not talk to anyone else. I am extremely dissatisfied with Lens.com, and would appreciate the resolution of replacing my $75 **** rebate card. (Yes - I would be willing to talk to the media about this situation)
Business Response
Date: 06/25/2024
The rebate cards are valid for 12 months. Once the rebate card is expired, the card is no longer valid, and no reissuance is granted.
Customer Answer
Date: 06/25/2024

Complaint: 21899847

I am rejecting this response because:
When I contacted MyPrepaidCenter.com, the issuer of the card, I was informed that unlike most companies, Lens.com put a hard stop policy of not honoring a replacement, which is unnecessary stringent, especially when many other companies offer more flexible terms for their rebate cards. The rebate was part of the purchase discount, which I would not have purchased if it weren't for the rebate. Most cards are valid for 3 years and companies honor sending replacements, which per the ************************* gift cards must be honored for up to 5 years. Lens.com only providing a one year card with a ******** non-reissue policy catches consumers off-guard. Essentially there was an enticement with offering the card, and then the money is made by the unsuspecting consumers who missed this fine print.
The reason for the card expiring was I mistook the envelope with the rebate card for junk mail and did not open it until 2-1/2 months ago. Upon discovering the card, I activated it and I intended to use it, but this month I found it to be expired.
As a loyal customer who chose to purchase and recommend contact lenses from Lens.com to others, I would appreciate reissuing the expired rebate card, which would maintain the customer relationship for the long-term future.
I respectfully request Lens.com to reconsider their decision and provide a one-time reissuance of the $75 *********** card. This would directly create a positive image of Lens.com, and would demonstrate good will and customer care, which is financially beneficial in today's competitive online market.
Thank you

***************************
Business Response
Date: 06/27/2024
All details surrounding our terms and conditions for the rebate cards are listed on the rebate form. Our rebate program is designed to provide all our customers with an equal opportunity to save money on their contact lenses. To ensure the integrity of the program we treat all customers equally. As such, we cannot make any exceptions. We provide to our customer a rebate **** card this is not considered a gift card.
Initial Complaint
Date:06/24/2024
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.
Deceptive practices on pricing. I got ready to order my contacts and I realized the price was $54 more, that what my cart total and shipping total should have been. I obviously though there would be tax and maybe a small fee, but not $54. On the screen to pay it just listed my right eye box, left eye box, shipping and then a Total box. I thought it was a mistake and ordered my prescription again with different box choices, again 4 right eye boxes, 2 left eye boxes, shipping and Total. This time the difference was around $154 with no explanation.
Business Response
Date: 06/24/2024
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, Lens.com participates in a dynamic online contact lens market. We constantly evaluate our pricing and service options as part of our commitment to bring our customers the greatest possible value. Despite significant increases in freight surcharges and other costs, we remain firm in our commitment to you.
Initial Complaint
Date:06/24/2024
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.
Ordered contacts on Lens.com 05/28/24 *** was givem 5-7 days for delivery( $10 shipping). I have still yet to receive my contact lenses after 24 days. I have contacted support 3x and requested tracking. I finally recieved tracking info on 06/19/24. I was guarunteed my order would arrive on June 21 by 9pm. It did not. I contacted customer support and was told that I was not able to cancel my order and they could not replace. I need to wait an additional 1-2 business days to see if package is "actually lost". I was refused a corporate contact and was refused speaking with a manager or higher up. This is directly and negatively impacting my vision and I financially cannot spend another 500 dollars to replace order.
Business Response
Date: 06/24/2024
Your order was shipped on 6/5/2024 standard shipping. Our standard shipping is 5-7 business days, which would have been the 14th of June. We will be reaching out to you to complete a non- receipt form and proceed with a replacement.
Initial Complaint
Date:06/12/2024
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.
On 4-8-24, I tried purchasing contact lenses from lens.com. The sale was $46.95 when you buy 1+ boxes per eye. I put one box per eye in my cart, but the price that showed up was $67.99 per eye. I did an online chat with a representative and he acknowledged it was charging the wrong amount and advised me to wait to purchase until the system updated. When I went back to check to see if it was fixed, the price has gone up and I wouldve had to buy 2 boxes per eye to get the sale price. I called them and was told the sale from 4-8 was no longer valid and they would not honor the price that was advertised. When I asked about the false advertising (advertising one price but charging a higher price), they said they just had the wrong price listed on the website and would not honor it. I have called, emailed, and done online chat with them with no resolution. *** asked repeatedly for a contact in their legal department but no one calls back with the info requested, the emails say to call, and the calls say to email. I have screenshots of all prices and the initial chat I did on the day I tried purchasing the contacts.
Business Response
Date: 06/12/2024
The screenshots provided indicated you must purchase 1+ boxes, only one box would not have qualified you for that price. The price from that time is no longer valid, as prices are subject to change. Within our terms and conditions, on the lens.com site, it indicate the prices are subject to change without notice. The price is no longer valid.
Customer Answer
Date: 06/12/2024
The reply I received from the company is not satisfactory. They said I only tried to order one box. My screenshot shows I tried to order one box per eye, as the sale indicated, for a total of two boxes. The sale price was not honored on the day I tried to purchase it (4-8-24)
The reply I received from BBB was not satisfactory. I indicated the resolution I want is the sale price of that day being honored, and recognition they were in the wrong.

I would further like a contact at lens.com legal department.
Business Response
Date: 06/12/2024
The price is no longer valid, our legal department is not available to accept any phone calls. You may email any correspondence and it will be shared with them.
Customer Answer
Date: 06/12/2024
It cant be possible that a BBB rep read my complaint, looked at the attached files, and came to the conclusion that nothing else can be done, and all in under 24 hours.
The one thing I forgot to put in my original complaint was that I have been calling and emailing lens.com to get a contact for their legal ***** with being told on two separate occasions that Id receive a call, but never did. Now they say to email for things to be passed on to their legal **** but Ive already been doing that with no contact back!
This was blatant false advertising on their part, and Id at least like ******************** to have someone from their legal **** contact me to explain why its ok for them to advertise one price but charge a higher price while the lower price is being advertised. I did all my due diligence and they were unethical the whole time.
Business Response
Date: 06/13/2024
The price is no longer valid, all of your interactions have been forwarded to the appropriate department.
Customer Answer
Date: 06/13/2024
The business did not address my complaint any differently than they did when I reached out to them myself.
I understand the price is no longer valid. But that was the price on April 8, the day I tried to purchase, and it was not honored on that day, the day it was advertised.
I would like a real response from BBB explaining how they believe lens.com made a good effort, and how BBB thinks their response is acceptable.
Initial Complaint
Date:06/05/2024
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.
On May 4th I went to the website to purchase contact lenses. I have done so many times in the past. The lenses I wanted were advertised at 20$ a box after a rebate. My total was about 200$, with taxes and shipping. Then I go to the final checkout page, and my total has mysteriously jumped to 300$ due to tax recovery charges and processing charges. I had to click on an asterisk in order to find this information. Now, I know that there are always fees, but to have gone through 4 pages of one price, and then have it jump up by 100$ on the last page, in fine print, without warning, is just a way of click-baiting customers. It is deceptive advertising and entrapment. The fact that there are so many other similar reports and claims for this same issue is telling.
Business Response
Date: 06/07/2024
The taxes and fees are a standard charge that applies to all orders. We strive to be transparent about our pricing structure and want to ensure that all customers are aware of this fee upfront. These fees allow us to continue providing excellent service and meet your expectations throughout the ordering process.
Initial Complaint
Date:05/31/2024
Type:Product Issues
Status:
ResolvedMore 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.
10/26/2023 I ordered contacts from Lens.com. Order #********** I was promised to receive a 160$ rebate card due to the amount of contacts I purchased. I never received the gift card. It was reported to be mailed on January 10, 2024. I contacted Lens.com rebates by email in February 20, 2024. They informed me they would send another rebate card. I never received the card. I emailed them again March 19, 2024 and March 21, 2024. On March 22 I received an email stating there was no tracking information that they will be submitting a follow-up request to their ***************** to verify the status of my rebate card. This will allow them to determine if the card has already been mailed out or if there are any issues that need to be addressed. There were different ticket numbers given to me during this time *******, *******, *******. I contacted them April 5th again. Then I received an email on 4/9/24 stating this We can't reissue the rebate card due to lack of funds, please call the number on the card. Our rebate system is completely automated and powered by RebateCard.com! I emailed again April 9th stating I was sent an email January 16th that my rebate was being mailed to me. It is April 9th and I have still not received it. I contacted you all again in February have been told a new one was being sent and nothing has been received. Now you are saying funds are not available and to call the number on the back of the card? I do not understand, I never received a card. Then I received an email on April 11 Thank you for contacting Customer Service.As much as would like to assist you with your concern, but our recourses are limited. Kindly contact the number shown on the card?. *****, *************************** The reason I purchased my contacts with lens.com is due to the rebate and I never received it.
Business Response
Date: 06/04/2024
We have requested your card to be reissued but it seems the funds were already debited. Please contact our customer service department to rectify this situation *************). Please follow the steps needed to file a claim.
Customer Answer
Date: 06/04/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

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

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This business has 1 alert

Complaints

Customer Complaints Summary

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