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.

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  Lens.com, Inc.

  PO Box 27740 Las Vegas, NV 89126-7740

• 

  Lens.com

  PO Box 366 Louisiana, MO 63353

• 

  Lens.com

  3016 Georgia St 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:06/26/2025

  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 ordered 4 boxes of 30 lenses of accuvue oasys contact lenses. The lenses were ***** per box and a 9.95 shipping fee. I was charged $281.87. I was too rushed and didnt notice the math didnt add up and paid by credit card. Today I noticed the disc***ancy and was told there was a $94.96 charge for taxes and fees on top of the cost of the lenses. Also, I was supposed to get a $75 rebate. I tried numerous times to print the form from the rebate center, after I got my lenses, and they said it wasnt available yet. I tried so many times and then forgot due to life emergency, until today.I tried to print rebate form, but my time had now expired by days. But I also learned I needed proof of purchase from the side of each box which no other company does. This was not made clear on my lens.com receipt nor was the 12 week rebate form period expiration outlined. I chatted with *** online. She sent me an email with the itemized bill with the fees and taxes on it and told me I would have seen that charge had I scrolled down the page. I printed the page and sent her a photo of it and nowhere is this line item. Bottom line, lens.com rips people off on the lenses with hidden taxes and fees and intends to stop as many people as possible from getting a rebate. I used them years ago and didnt have these issues. Their business practices have changed and I wont be using them further. ****** learned and buyer beware. There should be a class action suit brought.

  Business Response

  Date: 06/26/2025

  Our goal is to offer the lowest total price online, whether that means having a higher box price with no taxes and fees or a lower box price with higher taxes and fees. We provide details during the order processing of the rebate process, and you can also log into your online account to review the redemption process. We offer a generous 12-week window from your order shipped date to redeem your rebate. All Rebate Forms must be mailed using **** and **** Signature Confirmation is suggested.

  Customer Answer

  Date: 06/27/2025

   
  Complaint: 23522434
  
  I am rejecting this response because:

  Your agent admitted you need to scroll down the page to see the "Taxes and Fees" charge which was almost $100. making my contacts way more expensive than you charge for box. Also make them way more expensive than other vendors. This is an entirely deceptive business practice. Those costs were hidden on the subtotal and there is a separate line item for shipping and then the total. If you were being honest, the receipt I printed would have had cost of the lenses, line item for taxes and fees, line item for shipping and a total. Would you like me to design a proper receipt for you?

  Also, I recall no information about the rebate, except the web address is given to go to print the form. If you go there and actually take the time to read the ***** you will then find you have to retain a proof of purchase to get the rebate. A receipt isn't good enough? I also tried over 3 weeks to get that form and the web site I had to wait until I received my shipment which I had. Another way to scam people. Exactly what you hope to happen happened, I got busy and forget to try again and again to get the rebate form until my time had expired.  Likely wouldnt have worked anyway.

  I trusted the company having used them years prior. I should not have done so now. I guess things changed.

  There are multitudes of stories online about the problems I outlined and the deceptive business practices concerning "Tax and Fee" upcharges which are not clearly defined until checkout and if you actually notice the math doesnt add up. I was in a rush and didn't notice. Plenty more stories about people not being able to get a rebate form, not receiving their rebate, and many other stories right here on the BBB.

  I will not accept any response because people need to be warned. It is why you are not a part of The BBB. They would not accept you based on your shady practices. People need to stop using you altogether. 

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

  Business Response

  Date: 07/07/2025

  We participate 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. Taxes and fees are a standard charge that applies to all orders. Within your online account, you have the option to click the Redeem Rebate which will direct you to with the proper steps. We offer a generous 12-week window from your order shipped date, in order to keep the integrity of the program, all customers are treated equally and fairly.

• Initial Complaint

  Date:06/17/2025

  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 completed an order with lens.com #**********. I was required to pay full price to lens.com then turn in a rebate form with cut out portions from the order. This was completed and mailed shortly after receipt of the order. That was the middle of March 2025. I called lens.com today and spoke with a supervisor, who informed me that the rebate company they are contracted with didn't receive my form and is now past the acceptable time frame. I asked this supervisor why I wouldn't have received my form back from **** if the company hadn't received it. I will not be doing business again with lens.com due to their bad business practices and not standing behind their product.

  Business Response

  Date: 06/17/2025

  I can see that you printed off your rebate form on 3/11/2025. As I look on our end, I cannot see that we have received it yet. Depending on when you mailed in the form and proof of purchase barcodes, this mail may have been lost in transit by USPS. Since we need the form and the proof or purchase barcodes in order to begin processing the rebate, we are not able to process the rebate without it. I can also see that the rebate offer expired on 6/6/2025. Please visit rebatecard.com and enter the tracking number to show the form and proof of purchase barcodes were received and we can look into this further.
  
  
  

• Initial Complaint

  Date:06/09/2025

  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.

  My main concern is the website says it provides 100% legit reviews and a tab that says all reviews. I ordered contacts on 6/8/25. On the initial search it showed a box costed $45. Upon entering the site it said regular price was $65 (the lower cost was if you buy 4 boxes). I then entered all of my payment information and agreed to the $10.99 standard shipping. Only to see the new total was $109 with no explanation. After calling they explained it was taxes and fees. Therefore a 50% hidden fee. **************** and the website claims to be fully transparent. But when I ask to leave a review they explained there was no way to enter one except to pass it along through the agent. Therefore they are cherry picking to only leave positive reviews which is misleading to other customers. Through a later chat, they claimed it was not in their control what reviews get posted.

  Business Response

  Date: 06/09/2025

  Located under the FAQ's, we give a sampling of our reviews found under the Customer Reviews & Feedback (100% Legit). Our website indicates for you to contact us with any concerns/questions so we may assist you. In order to receive the rebate pricing, your order must qualify. For the brand you've chosen you must order 4 boxes to qualify for the rebate pricing, you did not qualify as you ordered 1 box. Our goal is to offer the lowest total price online, whether that means having a higher box price with no taxes and fees or a lower box price with higher taxes and fees. 

• Initial Complaint

  Date:06/05/2025

  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 5/15 I placed an order for 8 boxes of MyDay contact lenses, which came with a $210 rebate. I needed to make a change to the order as 4 boxes needed a different prescription. When I spoke on the phone with a representative of Lens.com I directly inquired to confirm that the change would not impact my rebate and that I would still receive the rebate. I was assured directly that this was the case as I was purchasing 8 boxes of contacts. Based on that statement I went ahead with the modified purchase.Upon receiving the shipment I inquired about the status of my rebate and was then informed that I was no longer eligible for the rebate as the 4 boxes were a "different brand". This is factually inaccurate as my purchase was for MyDay lenses - the only diffence is that 4 boxes were for astigmatism, i.e. 'Toriq' lenses. Lens.com is now (after confirming with their agent my ability to get the refund) claiming after the fact that Toriq lenses are a different brand - when in fact they are all "MyDay" brand contact lenses. The only difference is that some of the boxes are for astigmatism - but all are the same brand. Lens.com appears to be modifying what constitutes a "brand".Furthermore, upon attempting to work with Lens.com customer service I was told that I would recieve callbacks on the issue within 24 hours. That call never came. When I called back to speak with a CS manager, I was told that it would be ***** hours - a new story and new timeline. All I wanted was for Lens.com to uphold the sale agreement including rebate that their agent confirmed to me - nothing more. Unfortunately, to date Lens.com has stonewalled me on the issue.

  Business Response

  Date: 06/06/2025

  Your original order contained contact lenses that did not follow your prescription. To assist you, we cancelled your order and rebooked for the correct brand per your prescription as required by law.  Rebates are brand specific, and your order contains different brands of MyDay contact lenses. Your corrected order does not qualify for a rebate. Per our conversations with you, we have expressed our appreciation for bringing this issue to our attention and extensive training has been completed with the associate as well as a reminder to our team. We communicated to you within the time frame provided however, we were not able to speak with directly and a voicemail was left. 

• Initial Complaint

  Date:06/02/2025

  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.

  Id like to add my voice to the many customers here who have shared similar experiences and raised concerns about what appears to be a rebate trap.On 12/11/2024, I placed an order with Lens.com totaling $409.47, motivated in part by the advertised $85 mail-in rebate. Shortly after receiving the order, I carefully followed the rebate instructions and mailed the completed rebate form to ************** on 12/24/2024. I even wrote a reminder in my phones notes app that the form was mailed on 12/24/24 and expect to receive the rebate by April.However, the rebate was never received. When I checked the rebate tracking site, it simply stated: We have not received your Rebate ********* has Expired.I attempted to resolve the issue by contacting customer service at both ********************** and **************. Unfortunately, I was passed between numerous repssome of whom appeared to be chatbotsand repeatedly received canned responses that avoided accountability. They asked me to provide certified mail tracking information, even though this was not a requirement listed in the rebate *************** my experience, **** has been extremely reliable, and I have no reason to believe the rebate form was lost in the mail. If certified mail is truly required to ensure rebate eligibility, then Lens.com and ************** should clearly state that upfront as part of the rebate instructions. Without that transparency, this feels like a tactic designed to deny valid rebates and frustrate customers into giving up.

  Business Response

  Date: 06/02/2025

  All submission time frames for all customers expire after 12 weeks. All Rebate Forms must be mailed using **** and **** Signature Confirmation is recommended as per the FAQ's and instructions listed on the rebate form. Provided to you on ************** you will find details of the submission process and other FAQ's available to you for your review.

  Customer Answer

  Date: 06/03/2025

   
  Complaint: 23402652
  
  I am rejecting this response because it is just a canned reply that avoids addressing the real issue. It is designed to protect a flawed rebate process that allows the business to continue profiting at the expense of some of its customers whose mailed-in rebate forms simply disappear. I hope the time Ive spent sharing my experience helps others avoid this potential trap.
  
  
  

  Business Response

  Date: 06/03/2025

  Our rebate program is very successful, and we have issued to our customers over $51.7 million dollars in rebate cards. We provide detailed and simple directions on how to submit the rebate form and the necessary documents. To ensure the integrity of the program, we treat all customers equally and we do not make an exception to the rebate redemption process.

• Initial Complaint

  Date:06/02/2025

  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.

  Rebate program is a scam. Lens.com owes us $290 and will not follow-up on their promise to provide rebate.

  Business Response

  Date: 06/02/2025

  All customers have 12 weeks from their order shipped date to submit their rebate forms, along with their proof-of-purchase UPC codes. To ensure the integrity of the program, we treat all customers equally. As such, we cannot make exceptions to the rebate redemption procedures.  

  Customer Answer

  Date: 06/05/2025

   
  Complaint: 23398433
  
  I am rejecting this response because:

   

  We submitted our "proof of purchase" as requested, by mail, within the allotted time. It was reported to us the mailing was "lost". We reject the business response. This is a case of our word vs the business. In this case the business has confirmed our purchase was made. The business has confirmed we did not receive a rebate. The business is founded on internet sales, the name is "lens.com". Requiring customers to mail "proof of purchase", which we did, within the prescribed time, is simply a SCAM. There is no need for such a process. We have progressed into a digital age. You can file taxes online, but you have to mail in a rebate form?  The business is trying to bate customers into buying an overpriced product with the promise of a rebate. Their business practice is to force customers to be burdened by administrative work, only to then, claim they never received the paperwork, deny the customer and profit from the customers loss.  

   

  Please send our $290 rebate, as promised. 
  
  Sincerely,
  
  ****** *******

  Business Response

  Date: 06/05/2025

  Our rebate program is very successful as we have processed and mailed to customers over $51.7 million dollars. The submission process is listed on the Rebate Form which includes our terms & conditions.

  Customer Answer

  Date: 06/05/2025

   
  Complaint: 23398433
  
  I am rejecting this response because:

   

  Your rebate process is a complete deceptive scam. Your response did not address any of my comments in any way. I have begun process to file lawsuit. Your customer service team has indicated they have record of purchase and record that no rebate was given. Your subcontractor ************** has indicated they lost our submission and failed to send our rebate. It's time to send us our $290 owed. 
  
  Sincerely,
  
  ****** *******

  Business Response

  Date: 06/06/2025

  We treat all customers equally. Your file indicates that ************** did not receive your rebate form and proof of purchase within the allotted time frame. Your rebate submission time frame per ************** has expired.

• Initial Complaint

  Date:05/30/2025

  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- sent copy of EXACT prescription from eye *** spoke with representative and placed order - DID NOT STATE any issues with prescription and took my order and I paid in full. Received product and u able to see READ with them at all (blurry) . Contacted company- they replied they followed prescription that I sent and suggested I return to eye ** to make sure correct which I did to find out they left off the reading portion in **** to be able to read with them. Contacted company back and they said would contact eye ** themselves which was pointless because I just left there. Then stated "We can't add this to your contact,I don't know why the representative you spoke with didn't tell you that ? "So, I said,"So you made contacts with half of the prescription charged me and mailed and I can't even use?" Then they stated unable to send back because specialty order and I WOULD not be refunded?? After **************************************************************************** if not following prescription and if you COULDNT DO I should have been notified!! Bottome line I'm out $125 and have a useless product due to their error. I would like to be reimbursed for the money I paid for a error on their part. Very bad business and inexcusable.Thank you

  Business Response

  Date: 05/30/2025

   We thank you for bringing this matter to our attention as we review!  Please know that someone from our leadership team will be reaching out to you promptly to provide the proper resolution!

• Initial Complaint

  Date:05/06/2025

  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 received a sales solicitation email from Lens.com yesterday. I've ordered contact lenses from them once before (Jan 2025). That order was for 1 year (8 boxes) of lenses, so they had my credit card info on file. I clicked on yesterday's email out of curiosity to see what price they'd be offering. The next thing I know, I got an 'order confirmation' email in the amount of $872.99. I did not place an order, as I just bought 1 year's worth of contacts in January and will not be needing more until January 2026. I called Lens.com and they said there's nothing they can do for me and the order can't be cancelled.

  Business Response

  Date: 05/22/2025

  After review of your account, your order was placed by you via your IP address. We cannot place an order for you without you providing payment. We are happy to accept the items back and process a return at your request. At the time you contacted us to cancel the order, we were unable to do so due to the order was shipped, once you have received your order and we will be happy to set up your RMA and email you the return label and instructions. We will also contact regarding this as well.

  Customer Answer

  Date: 05/22/2025

   
  Complaint: 23293073
  
  I am rejecting this response because:

  I absolutely did not place an order. Lens.com had my credit card on file from the order I did place in January of this year. I have no reason to place an order at this time since I purchased 12 months of contact lenses in the January order.

  In this instance, I was clicking through emails and there was a sales advertisement from Lens.com. I merely clicked on the picture of the box of contacts to see what the sale price would be. I did not initiate any kind of order, nor provide payment information. I am in the middle of moving this week, and this frustration is the last thing I need right now.

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

  Business Response

  Date: 05/22/2025

  Lens.com did not place this order for you as we systematically are unable to do so. If you do not wish to keep your order, we offer a free prepaid return label and can email you the information once your package has been received. We have left a voicemail for you as well from a member of our leadership team, if you have further questions, please do not hesitate to reach out. 

• Initial Complaint

  Date:04/14/2025

  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 4/12/2024, I received an email that my order shipped. I never placed an order. I called ************** at ************ and after being being on hold for over an hour was told I placed an order on 4/10/2024, which I did not. The *** told me after I receive them to call back and they will send me a return label. I had to argue to get them to email me a return label now as I was not going to wait another hour on the phone to get someone to send me a return label. I felt they should have refunded my money asap. I did not place this order and they know it.

  Business Response

  Date: 05/23/2025

  Systematically it is not possible to place an order within your account without proper verification and payment information. I do see you have returned your product, and a full refund was issued. If you have any further questions, feel free to reach out!

• Initial Complaint

  Date:04/11/2025

  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 March 14, 2025, I placed an order for Acuvue view contact lens with a listed price of $65.24 plus $9.95 for shipping. The final price charged to my credit card was ******. Tax would account for about $4.08 in *************, but there is some mysterious and unexplained processing fee added to the order which is not indicated or explained. When placing an order with a company, one would think that the price would include the processing of that order. Its a very deceptive practice to make their pricing appear better than their competitors. I just want this company to be transparent with full disclosure of their pricing.

  Business Response

  Date: 04/11/2025

  All order incurs a tax and fees charge which is provided to you in two sections of the check-out process. Including the submit order page which gives you a complete total charged to your card. These fees are tax recovery charges for tax obligations where applicable and the fees are compensation for servicing your order.

  Customer Answer

  Date: 04/12/2025

   
  Complaint: 23189209
  
  I am rejecting this response because:
  It is deceptive pricing.  Why are they advertising the contact lens at $65 and then suddenly the price changes to $99 when its time to check out?  They can justify it anyway they choose, but the bottom line is they are scamming consumers and I will be sure to express my thoughts on this in my reviews of their company. The receipt does not give a good explanation for the $35 increase in the final price. When you sell items online any processing that takes place should be part of the price of the product. Youre an online company. Its a given that you would take the item put it in a box and ship it if thats what constitutes processing.  I see that there has been at least one lawsuit filed against ******* for this very practice.  Good way to turn off customers.
  Sincerely,
  
  *** *******

  Business Response

  Date: 05/23/2025

  Our goal is to offer the lowest total price online, whether that means having a higher box price with no taxes and fees or a lower box price with higher taxes and fees. We participate 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.

  Customer Answer

  Date: 05/26/2025

   
  Complaint: 23189209
  
  I am rejecting this response because: their response was nothing but word salad. The bottom line is they advertise a very low price per box and are not upfront telling you about the additional processing fee that will be added to your order. You do not become aware of this processing fee until you go to pay. Even then, it is not fully explained on the receipt. They advertise a low box price simply to bait the consumer with what appears to be an excellent price when in reality, their total price is really no different than their competitors. If they truly want to be transparent, it would clearly state that a $35 processing fee will be added to your order. If this company is deceptive with their pricing, it makes me wonder what else they are deceptive about.
  
  Sincerely,
  
  *** *******

  Customer Answer

  Date: 05/26/2025

  I forgot to mention that the companys response indicated that all orders incur a charge for taxes and fees.  Why would my order incur taxes when in my state, *************, there is no tax on contact lens.  And, since there is no federal sales tax where exactly are these taxes going? SCAM!!! 

  Business Response

  Date: 05/27/2025

  Taxes are tax recovery charges for tax obligations where applicable and the fees are compensation for servicing your order.