Business Profile

Contact Lenses

Lens.com, Inc.

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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:04/18/2024
Type:Product 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 ordered four boxes of contacts that were supposed to be $19.49 after the mail in rebate I was going to get $105 back from the mail in rebate. ************ has very deceptive business practices as my total was charged $299.87 because they added a $106.96 in fees now Im aware that there should be taxes paid on my sub of $182.96 totally understand however they are charging your own Fees that they cannot nor can they show me a line item of what these fees are for when rebate will be charged $194.87 this is not the advertised price of $19.49 per box
Business Response
Date: 04/19/2024
The pricing provided is correct. Here is the breakdown with the rebate deducted from your subtotal to show the price per box is indeed $19.49.
Subtotal for 4 boxes $182.96
$182.96 divided by 4 (# of boxes you ordered) = $45.74 per box.
We offer a $105.00 rebate in a **** card that can be used anywhere.
Deduct rebate ($105.00) from subtotal $182.96= $77.96 (new subtotal)
Divide the number of boxes you ordered by the new subtotal $77.96= $19.49 per box as advertised.

Taxes and fees are applied to all orders as well as the $9.95 shipping fee. We provide you with the breakdown on the shipping information page, prior to you submitting your order. Taxes are tax recovery charges for tax obligations where applicable and the fees are compensation for servicing your order.

Customer Answer
Date: 04/19/2024

Complaint: 21593080

I am rejecting this response because they did not address the **** that Im being charged which is the issue. Yes my subtotal was $182.96 and I am not disputing that is incorrect. You charged me $106.96 in ****. I understand a very, very, very, very small portion of this is to cover taxes however to your point100 $ in fees is absolutely ridiculous and deceptive, especially if this was not advertised as part of the price or upfront prior to me giving my credit card

Sincerely,

***********************
Initial Complaint
Date:04/18/2024
Type:Sales and Advertising 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.
Lens,com is pursuing a bait and switch campaign by advertizing discounted contact lenses at prices that appear competitive but then at finalization of the order adding on taxes and "fees" (that they will not itemize) (I learned all this called customer service to find out why my online order at checkout was trying to charge me more than double what the order+shipping cost was supposed to be on the ordering page) that more than doubles the nominal cost of the order.
Business Response
Date: 04/18/2024
The box price we offer is exactly what you will pay after you rebate is received. This is the box price, this do not include taxes & fees or shipping cost.
Customer Answer
Date: 05/02/2024
My apologies, this email address is not closely monitored and I saw none of the correspondence subsequent to the complaint submission until today.
The company's response is not at all satisfactory and does not at all resolve the complaint, in fact 100% the opposite, it illustrates exactly the substance of the complaint: a "bait and switch" of extremely low product prices to which are attached huge "fees" that are not disclosed at any time during the process until the order is about to be submitted, and which are so high that they make the actual/total cost of purchasing the product actually higher than purchasing form any of several competitors, rather than less. In my case the "fees" almost tripled the cost of the product I desired to purchase. You can also find numerous customer discussions of and complaints about this practice by this company in online forums, e.g. on Reddit.
Initial Complaint
Date:04/11/2024
Type:Service or Repair 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 17, 2024, I ordered contacts from Lens.com. I uploaded my prescription, which is -4.75/-5.25, but the order I received was -1.25/-1.00. On the date of receipt, I contacted customer service who told me I could return the package and would be refunded. However, on April, 2024, I was informed via email that I would not be refunded, nor would I receive my correct prescription, effectively robbing me of my $145. I reached out to the LiveChat on Lens.com, but could not be assisted with an actual human who understood my problem and eventually disconnected me.
Business Response
Date: 04/12/2024
The return will not be processed as upon immediately opening your return that was sealed by you, the return was found to be contaminated with bodily fluids. We have photo evidence of the package and its contents immediately after opening the package, and the factory sealed lens boxes are visibly open.
Customer Answer
Date: 04/12/2024

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,

*********************
Initial Complaint
Date:04/11/2024
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.
Date of transaction: 2/9/24 Order number: ********** Cost: ******; Pending rebate: ***** No ability to contact company. All possible web sights give error message. Called phone number and remained on hold with repeated message and music. The order for my right eye was for ***** but received +3.75. Total = 24 lenses.
Business Response
Date: 04/11/2024
Upon reviewing your order, after receiving your order, we reached out to your doctor to verify the prescription. The doctor has 8 business hours to respond and provide any corrections. Your doctor did not respond with the 8 business hours, so the order shipped as it was placed and assuming it is correct. However, we offer a generous 30 day return policy for any unopened, unmarked or unexpired boxes. We will be reaching out to you to set up your return.
Customer Answer
Date: 04/12/2024
ALL attempts to contact Lens.com before I filed the compliant resulted in error messages. I tried searching ****** and all of the links in the emails I received from Lens.com (including rebate ones) and none were successful. I also called the number available and was left on hold with repeated music and message. Finally gave up. This was not addressed in your response. To attached my doctor's prescription, so I understand how I made the mistake. No refund will ensue, because I opened the boxes because I was frantic.
Customer Answer
Date: 04/12/2024

Complaint: 21561960

I am rejecting this response because:
ALL attempts to contact Lens.com before I filed the compliant resulted in error messages. I tried searching ****** and all of the links in the emails I received from Lens.com (including rebate ones) and none were successful. I also called the number available and was left on hold with repeated music and message. Finally gave up. This was not addressed in your response. To attached my doctor's prescription, so I understand how I made the mistake. No refund will ensue, because I opened the boxes because I was frantic.

Sincerely,

Desire' ******
Business Response
Date: 04/12/2024
At lens.com we offer many ways to contact us. I have searched our chat database, email database, social media platforms that is available 24/7 in addition to contacting us via phone and we were unable to locate any other contact from you. The last communication from you was received via email from today 4/12/2024. If all efforts were exhausted to contact us via our many options to speak to one of our representatives, please provide the dates and time so may research further to respond to you.
Customer Answer
Date: 04/15/2024

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.
If I had been able to view this document before I filed the complaint, I never would have filed. As I stated before, ALL attempts to contact Lens.com before I filed the compliant resulted in error messages. I tried searching ****** and all of the links in the emails I received from Lens.com (including rebate ones) and none were successful. I also called the number available and was left on hold with repeated music and message. Finally gave up. This was not addressed in your response. I attached my doctor's prescription, so I understand how I made the mistake. No refund will ensue, because I opened the boxes because I was frantic.

Sincerely,

Desire' ******
Initial Complaint
Date:04/01/2024
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 this company on July 20, 2023. I was sent a rebate form and followed all the directions of the form to receive a $290 rebate for my contact purchase. I mailed the required documents to Lens.com in August of 2023 and never heard back. I finally checked in March of 2024 on my rebate status knowing they can take a long time and was told they never received the form or required documents within their 12 week window. I never received the form or documents in return or any notification from the postal service that they had been rejected or returned. This is a common complaint with this company and something needs to be done to stop them from running this scheme on people.
Business Response
Date: 04/01/2024
Our terms and conditions listed on the bottom of your rebate form states: All Rebate Forms must be mailed using ***** Lens.com and/or the ************* is not responsible for lost, damaged, misdirected or delayed transit mail or illegal entries. If your rebate form was not received it would be considered lost and we are not responsible for lost mail per the terms and conditions.
Customer Answer
Date: 04/02/2024

Complaint: 21512441

I am rejecting this response because:

After reviewing dozens of complaints online regarding the exact same issue, I find it hard to believe that the lost form is anything other than a failed attempt by the lens.com to convince the consumer that it was the consumers fault. I am confident that sufficient postage was attached, and that the form was sent properly through the post office with the required documents. I believe this is solely an issue within lens.coms control and reject their response wholeheartedly. Furthermore, lens.com makes it a general practice to send rebates anywhere from 90 to 180 days after receipt of the rebate form so the consumer is not aware of an issue typically until well past the submission timeframe which I find hardly a coincidence. This is an all too common predatory tactic that is far too prevalent in the world of rebates and lens.com seems to be quite good at it.

Sincerely,

*************************
Business Response
Date: 04/04/2024
Pertaining to your rebate, we provide updates regularly and you may always access rebatecard.com for updates. We recommend on the rebate form to send all documents, upc barcodes certified mail to obtain tracking for your records. If you can provide us tracking, we are happy to investigate further. We allow up to 12 weeks for the processing of your rebate from the date that we have received your rebate form and proof-of-purchase barcodes. To ensure the integrity of the program we treat all customers equally.
Customer Answer
Date: 04/04/2024

Complaint: 21512441

I am rejecting this response because:

I am not satisfied with the response. Its odd that Ive never had a package lost by **** other than the one sent to lens.com. Guess Im just that unlucky. Ill take my business elsewhere. Good job, you got another one over on a consumer. Hopefully someday the AGs office will shut the business down.

Sincerely,

*************************
Initial Complaint
Date:03/21/2024
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 online on 2/15/23. I paid $617 with the promise of a $290 mail in rebate. I completed and submitted all information required for the rebate and my rebate form was received on 2/24/23. My rebate was finally mailed on 6/13/23 after a very lengthy processing period. I received the rebate about a week after that, however the rebate card I received had an expiration of 6/23! This left me with only a few days with which the rebate card could be used. I was unable to use it in this time frame as I did not realize it had such a short expiration. This is ridiculous! I had to wait 4 months for my rebate to be processed! And the card I finally received had to be used within a few days before it expired. I did not realize this and when I got out to use the card it was declined! I will never purchase from lens.com again. This is fraud
Business Response
Date: 03/26/2024
The rebate was mailed to you on 6/7/2023. All rebates are sent with a 1 year expiration date. your card would have expired on 6/2024 of this year.
Initial Complaint
Date:03/14/2024
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 motivation and entire reasoning with going with this company was for the $85.00 rebate that was promoted for my volume supply of contacts!I have photos of my rebate form sent as well as the box tops they neededThey say they have no control over the rebates because they subcontracted to a ***************** center that is all automated and keeps telling me to send in my rebate..I am amazed how this flows out of their mouths so easily after they received my $409.47on 3-1-2024.I believe according to all the reviews and complaints, they tell you there is nothing they can do!Some people have been waiting a year for this promoted rebateYou can return the contacts within 30 days after they charge you a $15.00 restocking feeWhat a scam and I am so insulted by what they have done here!I have photos of what *** sent and my credit card receipt as well!
Business Response
Date: 03/15/2024
We have reviewed this system in regard to your rebate form. There seems to have been an issue with the rebate history updating and we are looking into this. Thank you for bringing this to our attention. You may keep track of your rebate by visiting rebatecard.com
Customer Answer
Date: 03/15/2024

Complaint: 21432504

I am rejecting this response because:
I do not believe they will process this rebate because they have a disclosure about it expiring in May and on the rebate form they refuse liability for any late or lost forms..I shopped around and specifically decided on this company primarily because of the rebate! I paid for and sent the obligatory forms and proof of purchases! This is beyond reproach that this company can hoodwink customers in this fashion! Ive called and have spoken with 3 different employees and I cannot believe how strategic these people are telling me that its out of their hands and this company that they contracted with ( all automated ) is my go to source.as if they had nothing whatsoever to do with this promoted purchase! So, what recourse do people have if this expiration date comes and still no confirmation.does that make our purchase any less authentic, how sinister..as I have stated many customers are so beyond disgusted as they wait and pray for something they bought in good faith while these individuals actually are blame shifting and reducing their customers character instead of being grateful and accommodating!!!!
I mailed everything on 3-5-24 and this should have been there days agoThere is not an option in sight.
The ball was always in their court and Ive always followed the rules which makes me very angry because clearly, I could have bought from many different providers and they lured us with this rebate.for shame ??

Sincerely,

*******************************
Business Response
Date: 03/18/2024
Rebatecard.com has issued over ******* cards to customers. There is no indication your rebate will not be processed. Please continue to monitor your rebatecard process via rebatecard.com.
Business Response
Date: 03/18/2024
You're rebate card will have updates that can be followed by going to rebatecard.com or you may log into your lens.com account and follow the prompts for your rebate status update. Once we receive your rebate you will receive an email as well. There is no indication that you won't be receiving your rebate at this time. If all proper document was sent it will be processed and we ask a 12-week processing time as we do all of our customers. If you have further questions about your rebate timeline or any other details, feel free to review the FAQ's at rebatecard.com.
Initial Complaint
Date:03/12/2024
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.
Rebate of $160 was promised when I mailed in the REBATE FORM and the ORIGINAL contact lens box tops from EVERY box purchased. Now they claim I did not send them the rebate form. I am asking they hold their end of thedeal which I was I used Lens.com to begin with.
Business Response
Date: 03/13/2024
According to records, the rebatecenter has not received your information. Do you have any tracking? At this time, your rebate has expired as it was not received and rebatecard.com is not responsible for lost or stolen mail.
Initial Complaint
Date:03/12/2024
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 placed an order through lens.com website for 2 boxes of contacts and I understand that my Eye Rx was expired but I spoke with a representative that called my ophthalmologist and she approved 1 box. So then my original Rx was cancelled, but then I was approved for 1 box and I asked the representative if she can overnight shipping for the contacts and she said, it would be $24 which I agreed to pay for. I spoke with this representative on Thursday, 3/7 and when I agreed to pay and got charged for an additional $24 for overnight I'm expecting I would receive my order either Friday, 3/8 or the latest 3/9/2024. So here it is today, Monday 3/11/2024 and I haven't received the contacts yet, so I called and spoke with a representative named ****. **** was no help at all he was confused and told me my order was canceled and I would not be receiving my contacts because it needed to be approved by my ophthalmologist. I explained to him that another representative already spoke with my doctor and she approved 1 box and I paid an additional fee for overnight shipping. He told me that I would have to pay again if I wanted it overnighted and I would get it next Tuesday. I am livid at this point. I told him that I already got charged for 1 box that was approved and $24 for overnight shipping, why would I have to pay another $24 again for something I didn't get yet, which is why I called and then pay another $24 so that I can get it by next Tuesday? Am I getting scammed? This has been a very upsetting experience. After being a loyal customer to this company I am no longer going to use their services and I will also tell my friends and colleagues not to their services in the future since their customer service representatives clearly do not know what they are doing and they need to be trained on how NOT to scam their customers. This is why I am reporting Lens.com to the better business bureau. When I asked **** if I can speak with his supervisor he said they were not available and there was nothing he can do. Very bad customer service!
Business Response
Date: 03/13/2024
We apologize for the inconveniences with your order. We are processing a refunding you the $15.00 you paid for overnight ************* will receive an email once this refund has been processed.

Thank you
Initial Complaint
Date:03/09/2024
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 was charged $98.00 for processing fees for $206.00 worth of contact lens.
Business Response
Date: 03/11/2024
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.

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This business has 1 alert

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