Complaints

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

close

Find a Location

Lens.com, Inc. has 4 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Lens.com, Inc.

  PO Box 27740 Las Vegas, NV 89126-7740

• 

  Lens.com

  3016 Georgia St Louisiana, MO 63353

• 

  Lens.com

  PO Box 366 Louisiana, MO 63353

• 

  Lens.Com

  PO Box 1728 Augusta, GA 30903

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:05/29/2024

  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.

  I placed an order with Lens.com on 08/25/23. As the price was double the other retailers, I only ordered with them because they promised a rebate of $150. I meticulously followed the mail-in rebate instructions and continuously emailed their customer service to check on the status of the rebate. I also took pictures of the boxes before I cut out the UPCs and mailed in the codes. They claimed that they switched "rebate providers" and they never received the rebate while lost in the shuffle, and that there was nothing they would do. They sent me on a runaround between RebateCard.com and Lens.com, both claiming that it was the other's fault.Looking online and at other BBB reviews, this is a common scam that Lens.com pulls on customers to not pay the rebate. Lens,com has also been outed for selling "grey market" lenses while advertising them as retail. ******************************************************************************** would simply like the $150 rebate I was promised as part of this transaction.

  Business Response

  Date: 05/29/2024

  Our rebate process is automated and handled by rebatecard.com. The rebate form suggests you mail your form as certified mail to receive tracking details as we are not responsible for lost or stolen mail. Please provide your tracking number so we may review further.  In our communication, we advised to contact rebatecard.com for further assistance with your rebate. At this time, the rebate is deemed as lost in transit as our system is showing as not received. 

  Customer Answer

  Date: 06/05/2024

   
  Complaint: 21774549
  
  I am rejecting this response because:

  As provided in the copious amounts of detail attached to the original message, Lens.com told me that they would be giving me a rebate and kept telling me to wait. Then, they conveniently said after the "expiration" had passed that they "lost" my rebate. 
  
  Sincerely,
  
  *******************************

  Business Response

  Date: 06/07/2024

  Thank you for providing the photos, however, we are requesting the tracking number from when the post office mailed your rebate form to us. 

  Customer Answer

  Date: 06/09/2024

   
  Complaint: 21774549
  
  I am rejecting this response because:

  There isn't a tracking number, as you are aware, and your staff said in writing this was not a problem, because I sent the pictures of the *** codes. You hacve numerous reviews that the rebate program you're running is a scam. 

  
  Sincerely,
  
  *******************************

  Business Response

  Date: 06/10/2024

  Without tracking to confirm your form including the ***s were mailed to us, we are unable to assist as we are not responsible for lost or stolen mail. A picture of the *** codes would not be accepted as part of the rebate submission process.

• Initial Complaint

  Date:05/24/2024

  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.

  Deceptive advertising. I understand that they deducted the rebate amount to tell me the "total" cost, but then they add $120 in mysterious "fees" that they can't really explain other than it is for "processing." They already charge $9.95 for shipping and handling, which presumably is for processing costs, so a $289 order suddenly becomes $409. I called the number provided (an offshore customer service center) because I couldn't figure out the discrepancy, and the only explanation was that's how they do it and it can't be changed. Yes, the net price is still lower than some other providers, but it is deceptive, especially after they claim that I "saved $544.04" by shopping with them, which isn't true either. If the purchase price is $100 a box, they should quote $100 a box instead of baiting shoppers with an artificially low price ($65 per box, displayed as "$43.99 after rebate") that doesn't really exist, and isn't even mentioned clearly. The net effect is still an almost-too-good-to-be-true price, but now I'm afraid to place an order because I can't trust that it's even legitimate merchandise.

  Business Response

  Date: 05/27/2024

  We appreciate your concern; the taxes and fees are a standard charge that applies to all orders. 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. 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. We guarantee the total cost of your order will be the lowest on the internet, even including these fees.

  Customer Answer

  Date: 05/28/2024

   
  Complaint: 21756483
  
  I am rejecting this response because:

  This situation is deceptive pricing. The business' response does not address the problem - it restates it.

  Reason #1: There should not be tax on contact lenses. As far as I know, it is against the law to charge sales tax on contact lenses unless the state in which it is being purchased assesses a sales tax. ************** does not.

  Reason #2: The response says that the fees are compensation for the cost of selling the product. That is what a sales price is supposed to cover. The cost of the product should reflect the cost of selling the product, plus a reasonable profit. If it costs $95 to purchase a product, then the price should be $95, not at a deceptively discounted $65, plus an unexplained fee to make up the difference. Lens.com claims they are selling boxes of lenses for $65 (or $49 after rebate) without actually disclosing the price they are charging, which is $95. The prices for each item in the shopping cart are listed as "Total", which implies that the price is what is due for purchasing that item. If "Total" does not include additional cost then it is not a true "Total." (I do not expect the "Total" to include applicable taxes and shipping, if any, as it is customary in the ** to add these items separately, based on specific circumstances in which they apply). It is no different than if they were selling contact lenses at $1 per box, and then adding a $94 fee on the back end to make up the difference.  That is deceptive, by definition.
  

  There is really nothing the business can say that justifies this practice. I did not ask them to waive the fee, or to change their policy. Whatever their policy is, it should be clear and fair, with prices reflecting the amount the purchaser actually has to pay for the item, not an imaginary price that does not exist. The business should be forced to quote the price of the items as the actual amount they are collecting from their customers, not as "fees". 
  
  Sincerely,
  
  *******************

  Business Response

  Date: 05/29/2024

   The taxes and fees amount are a standard charge that applies to all orders. We are not charging customers sales taxes or state taxes, and the charge is in one set amount. The "taxes" are tax-recovery charges for tax obligations where applicable, and the "fees" are compensation for servicing your order.

• Initial Complaint

  Date:05/14/2024

  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.

  On March 26, 2024, I purchased 8 boxes of contact lenses for my wife for a total purchase rice of $650.19. This purchase qualified for a $220 rebate.On April 6, 2024. I mailed the proof of purchase from each of the 8 boxes, along with the completed rebate from via Certified Mail (#**** 1066 2576 4091 3556 18). I have a delivery confirmation from **** which shows that the mail was Delivered on April 6, 2024 at 11:19 AM.However, when I go to rebatecard.com to check the status of my rebate (Order # ********** 03/26/2024, it does not show that the rebate from ha been received.When I call *********** *************), the phone number on rebate.com, to speak to someone, the phone is answered by a non-human, and I only have one choice - to enter the order number to get the rebate status. It says that rebate form has been printed but not received, and for further assistance, to to rebatecard.com/help. This is just a FAQ page with answers to common questions.It seems there is no way to reach anyone to resolve this issue.

  Business Response

  Date: 05/14/2024

  Per the rebate form and FAQ, we require a 12-week timeframe to process your rebate. Once your rebate has an update on the process, you will receive an email and you will also be able to see updates via rebatecard.com. Please allow time for the rebate to be processed.

  Business Response

  Date: 07/23/2024

  We have notified the rebate center and began an investigation. We will process the rebate, please visit rebatecard.com for updates on your rebate mailings and check your email for updates as well. 

  Customer Answer

  Date: 08/03/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********.
  I have received an E-mail from reatecard.com on July 23, 2024 that my $220 rebate was approved and the rebate card will be mailed by 09/17/2024.

  Looking at the status rebatecard.com, the status shows the state to be "Card Fulfillment by **** Card Processor".  Still waiting for the status "Card mailed by **** Card Processor". I will continue to wait for the delivery of my rebate.

  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:05/11/2024

  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 is not issuing the rebates(s) I applied for. The last rebate they said I was past the 90 day application period (I wasn't) this rebate they keep telling me it will be another 6 weeks, then another 6 weeks. I don't believe they are processing the rebate(s) at all.

  Business Response

  Date: 05/13/2024

  Rebates from Lens.com can be tracked for processing via rebatecard.com. Please enter your order number and date of purchase at www.rebatecard.com. All questions can be answered by visiting rebatecard.com and reviewing the FAQs which include the amount of time you should allow for processing of your rebate card. Upon researching, your rebate is in process and there are no issues whatsoever.

   

  Here is your update via rebatecard.com of your rebate card being processed. 
  

  GREAT NEWS!Your **** Card is being prepared and will be mailed on or before 6/24/2024.

   

   

   

   

   

• Initial Complaint

  Date:05/09/2024

  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.

  My husband ordered contacts off of Lens.com. He used my FSA card to purchase which the website clearly says that it works with FSA spending for purchases made on Lens.com. I submitted the claim to my FSA account and received a request for proof of eligibility for FSA. I've reached out to the company now 3 times and no one is able to submit proof that the contacts are FSA eligible even though there own site claims they are. I am beyond frustrated with this. I've spent hours now on the phone with no resolve and no one getting back to me or when I ask to speak to a supervisor is never available or they will call back but never do.

  Business Response

  Date: 05/09/2024

  We are considered an out of network provider. We have provided you the itemized receipt and advised you to contact your insurance company by calling the number on the back of your card. Your request for a supervisor call back can take up to ***** business hours. I see the requested was submitted yesterday 5/8/2024 and again today 5/9/2024. We have provided you the details necessary for your reimbursement but are happy to assist in any other way.

   

  We will be contacting you as well, per your requests!

• Initial Complaint

  Date:05/08/2024

  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.

  This company owes me a $105 rebate card. They have claimed they've sent it out 3/15 and 4/18, but I have tracking on my mail and can see it was never sent. They will delay until the rebate claim period expires so that you are no longer eligible to receive it. I want a refund of $105 on my order or for them to immediately ship out my rebate card as advertised and promised. Order# **********. Date:12/21/2023.

  Business Response

  Date: 05/09/2024

  We show the rebate was mailed to you; your rebate is not expired as it was processed through properly. If you are stating, you did not receive your mail in rebate that was mailed to you. We will contact you to verify the ship to address of the rebate and request we look into the request. You will hear from shortly.

   

  Customer Answer

  Date: 05/09/2024

   
  Complaint: 21680843
  
  I am rejecting this response because:

  USPS mail tracking shows no mail was sent from your business as of either date your company provided 3/15 and 4/18.  In the meantime, the clock is ticking on how long the rebate will be usable. 
  

  Please provide an e-card to receive the rebate immediately.
  
  Sincerely,
  
  ***************************************

  Business Response

  Date: 05/09/2024

  We show the rebate was mailed to you; your rebate is not expired as it was processed through properly. If you are stating, you did not receive your mail in rebate that was mailed to you. We will contact you to verify the ship to address of the rebate and request we look into the request. You will hear from us shortly.

• Initial Complaint

  Date:05/08/2024

  Type:Service or Repair 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 4 boxes of 90-day daily contact lenses on 1/17/24. In April 2024 i began having serious vision issues in my left eye. I was very concerned i was losing my vision. At the same time, many of the contacts i opened were not functional (were folded in half, would not open to a round contact), so I had to open 2-3 a day to get a good contact. after weeks of dealing with vision issues, i switched to a whole new 90 day box. Once I did that, my vision issues stopped. so, I concluded this was not a vision issue, but a faulty box of contact lenses. I saw my eye doctor and after a thorough exam, he also concluded it was a bad box of contacts, luckily my eye was ok. I called lens.com on 5/7/24 to see if i could get a replacement box or refund but they said i only had 30 days for a refund. this doesnt make sense as 2 boxes of 90 day supply is 180 days and one would not know they had an issue within 30 days. i was on hold forever before reaching a customer service rep; i had to request a call back as the wait time was so long; they would not assist me when they did call back; i asked for a supervisor and they could not find one but put me on hold multiple times to try to find one. in the end, they could not locate a supervisor and could not help me. this is outrageous, poor customer service for the issues, concern, and repeat doctor visit they caused me.

  Business Response

  Date: 05/09/2024

  We apologize for the miscommunication, and we are able to assist you to exchange for a new box. We will be contacting you today to set this up!

• Initial Complaint

  Date:05/04/2024

  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.

  Purchased contacts on 11.21.23 (order# **********). Supposed to receive rebate after submitting form/proof of purchase within 12 weeks of ordering. Rebate information sent via Certified mail 1.19.24 (Article # **** 0640 0000 1393 7053) signature confirmation received 1.26.24 from *****************************.5.3.24: called Lens.com; referred me to rebatecard.com. Status of my order said I didn't submit documentation in 12 week window. Proceeded to call rebate # ************. Automated system reported no rebate issued due to lack of submitting documentation.

  Business Response

  Date: 05/06/2024

  Thank you for providing us the tracking details of your rebate form. We will be contacting the rebate department to have this taken care of asap. We will be sending you information via email.

• Initial Complaint

  Date:04/28/2024

  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.

  In December of 2023 I ordered my annual contact lenses replacement from Lens.Com. Part of the offer was a $95 **** Gift Card. I have used this company in the past and they always have the gift card promotions. Normally it does take months to get the card, but if you call and email them enough they will send it. This time around I waited about (3) months then went to check my rebate status. Upon checking in the rebate center system it showed they had no submission from me. I then proceeded to call both the Rebate.Com fullfillment Center and Lens.Com and both pointed me back to the other. Neither would provide and help and both said I was past the submission deadline. As you can see from my attachments, not only did I send all required documentation, I had the package sent **** returned receipt as saying they did not get your submission is a typical tactic for these companies. This company emails and texts you all year long to order from them advertising the fact that you get this great rebate. Now as usual, I am having to spend hours of time to try and get what I am owed. This is not an honest company and they rely on breakage as most customers just give up and then ********************** avoids payment. Consumers should know this company is not ethical. It is false advertising and they habitually

  Business Response

  Date: 04/29/2024

  Upon rebate submission, we ask that you send the documentation and UPC barcodes certified mail. If your rebate was not received, we simply ask you to provide your tracking details. As per our conversation with you via phone, we advised you to email us your receipt to show proof of the delivery. We received your email and advised the rebate center to process your rebate. 

• Initial Complaint

  Date:04/22/2024

  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 ordered contacts through the lens.com website on November 25, 2023. I sent in the proof of purchase that I cut out from both boxes of lenses as well as their rebate print out, within 4 days. I was supposed to receive the rebate card for $75.00. It didnt come. I am being told, by some computer, that I did not send it in. Its pretty convenient that there is no way to prove I sent it by mail. The order #: **********. The ad was online under lens.com through rebatecard.com. I should have read the reviews. The reviews are correct. This is awful. Im sure the company will come up with some excuse as to how it is my fault. Meanwhile, Im out $75. They are willing to lie and cheat people. It must add up to quite a bit. If this was legitimate, they would honor it. There is plenty of proof I purchased this item. When I called, the computer knew who I was.

  Business Response

  Date: 04/23/2024

  We offer a generous 12-week period for you to submit your rebate form and upc barcodes. We suggest to always send as certified mail to receive tracking information to keep for your records. We are not responsible for lost or stolen mail as per our terms and conditions. If you can provide tracking details surrounding your rebate submission, we are happy to investigate.

   

  Customer Answer

  Date: 04/23/2024

  First, I would like to apologize. I asked someone else to submit it. I was told that it was later that it was sent in, but within the time frame allowed. Here is a picture of the receipt for the registered mail.

  Customer Answer

  Date: 04/24/2024

   
  Complaint: 21602771
  
  I am rejecting this response because:

  First, I would like to apologize. I asked someone else to submit it. I was told that it was later that it was sent in, but within the time frame allowed. Here is a picture of the receipt for the registered mail.

   

  
  
  Sincerely,
  
  ***********************************

  
  

  Business Response

  Date: 04/24/2024

  Wonderful! Thank you for providing the tracking. We will have someone contact you shortly and we will reach out to the rebate department to process your rebate.

  Customer Answer

  Date: 05/08/2024

  I received the $75.00 gift card, yesterday, 5/7/24. Thank you, BBB!

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