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:04/14/2025

  Type:Delivery Issues
  Status:

  UnansweredMore 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.

• Initial Complaint

  Date:04/11/2025

  Type:Delivery Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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,
  
  *** *******

• Initial Complaint

  Date:03/28/2025

  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.

  Good morning, I recently purchased contact lenses from LENS.COM and promised a rebate through **************. The amount changes and jumps up signifigantly once you make the purchase and your card is charged for the much higher amount. You then must follow several rules to obtain said rebate card. I have a certified mail receipt that was returned back to me and signed by someone and the company is telling me they didn't receive my mail-in form and receipt still. This is predatory and deceitful to do business this way. And customers simply need to be able to see. I'm legally blind also. I see several reviews stating similar experiences as well. Why is this allowed to continue? If you're going to promise a rebate and then rip people off then that's fraudulent. Thank you for your time.

  Business Response

  Date: 04/01/2025

  The tracking information indicates your rebate form has been received. Please visit ************** for updates of your rebate status!

  Customer Answer

  Date: 04/01/2025

   
  Complaint: 23128124
  
  I am rejecting this response because: I would like to know when the rebate card will be mailed to me. 
  
  Sincerely,
  
  *** ******

  Business Response

  Date: 04/01/2025

  Your **** prepaid card will be mailed 12 weeks. For a current update, please enter your order number and the order date at ************** to updates regarding the status of your card!

• Initial Complaint

  Date:03/26/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The advertising practices are DECEPTIVE. they say a box of contacts will cost $17. Then you get all the way THROUGH checkout, give them your card, and they drain your account BEFORE saying that the actual cost is $50 a box + a $150 charge for fees that are not described upfront. They should not collect money until after they explain the ACTUAL cost of the products. This is so incredibly deceptive and unethical. I am extremely frustrated and angry. This is unacceptable.

  Business Response

  Date: 03/26/2025

  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:03/12/2025

  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 contact lenses from Lens.com, and the order included a $290 rebate. I filed all rebate paperwork on time and mailed via **** to the rebate center as requested. They are now refusing to fulfill the $290 rebate. They have falsely advertised and committing fraud by not fulfilling their obligation.

  Business Response

  Date: 03/13/2025

  There is no false advertisement or fraud committed. Our rebate program is very successful for many of our customers. Per the communication, your rebate submission time frame has expired. A request for the tracking number of your mailed documents has been made, however, you do not have tracking information. We suggest sending the forms certified mail to obtain a tracking number as stated in our terms and conditions. 

  Customer Answer

  Date: 03/13/2025

   
  Complaint: 23052665
  
  I am rejecting this response because:  There was nothing indicated on the documentation that this was required to be sent via certified mail.  The advertisement on the website at check out informed me of the price after rebate and I paid the full price with the understanding that I would then receive my rebate.  However, to date I have not received the rebate.  I followed you directions for sending in the rebate ***** with no indication or requirement anywhere about certified **** mail, and yet I have not received my rebate.  Lens.com and ************** are withholding many rebates, as you can see on several sites including BBB, with similar experiences as mine.  For all I know, you received my rebates and disposed of them in the trash so you do not have to pay out.  This is false advertising and fraud.  I expect resolution.  
  
  Sincerely,
  
  **** ********

  Business Response

  Date: 03/13/2025

  We have issued over ******* cards and over $50,000,000 issue to our customers. Rest assured if your rebate form was received, we would process accordingly. Please review the terms and conditions on the rebate form, as it does indicate we suggest sending as certified mail to keep a record of the tracking details as we are not responsible for loss mail. This info is also found on ************** 

• Initial Complaint

  Date:03/11/2025

  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.

  Ordered contacts on 12/12/24 and submitted all proper paperwork, UPC from box for rebate. The company claims to have never received the paperwork (even though I obviously made the purchase) and once you send it it's gone so their is no recourse. The only reason I bought from them was for the $75 rebate which they are now refusing.12/12/20241729388601Air Optix plus HydraGlyde Multifocal ***** ********** Shipped ***** MontgomeryVisa************70596/2025$352.87

  Business Response

  Date: 03/13/2025

  We suggest sending the rebate forms certified mail and receive a tracking number. Please contact us with your tracking number to show the form was mailed. At this time, the rebate center is not in receipt of your rebate form and the barcodes. Please review the terms and conditions located on the rebate form. 

• Initial Complaint

  Date:02/28/2025

  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 a complaint against Lens.com - ******************************************************************** / ************ and ************** - not listed / ************ I have spent a considerable amount of time over the past two days trying to determine the status of my rebate from my latest purchase, order number **********. On December 9th, 2024 I purchased 8 boxes of Total Dallies 1 for the advertised price of ****** after a mail in rebate. The amount charged on that day was $861.79, I was to receive a $290.00 rebate. On December 23rd, 2024 I mailed the rebate form and UPC codes to the required address, and there has been no update since. I did not use postal tracking, as it was not required. The only information I have received today from **** is to contact Rebatecard. When contacting Rebatecard I am only presented with a recorded message about my order number and no option to speak with a representative. Responses are stock messages saying they have not received it and they are not responsible for lost mail.I have been asking for the process to resubmit for my $290.00 rebate now that my UPC codes are gone (mailed on December 23rd). The current deadline for submittal is March 5th, 2025. The **** representative I spoke with did not offer any solutions, only repeated the statement to contact Rebatecard. This has turned into a frustrating circle, which according to online line reviews is happening to many people. I am wondering if these "sibling companies purposely lose rebate applications. They can easily confirm my purchase and issue a rebate, however they offer no appeal process to do so.Lens.com website advertises their final prices, with the caveat of needing the rebate to get there. However the rebate process is cumbersome and difficult at best. With no allowance/process for lost mail (tracked or not) this leads to an issue of trusting they will do the right thing. I simply want my $290.00 rebate to make the final price of the contacts will be what was advertised to me.

  Business Response

  Date: 03/03/2025

  The rebate form that is to be completed by all customers who submit for the rebate indicates, a 12-week process for submission to be reviewed. As per terms & conditions stated on the form, Lens.com and/or the ************* is not responsible for lost, damaged, misdirected or delayed mail.

  Customer Answer

  Date: 03/05/2025

   
  Complaint: 23001904
  
  I am rejecting this response because: I have not been presented with a means of obtaining the advertised price (after refund) if the rebate form and UPC codes are lost in the mail (with or without tracking info).  This amounts to $290.00 lost to me as a customer.  These companies share date, it is easily verifiable that I have made the purchase and rightfully deserve the refund.  Withholding it for conditions outside of my control seems like a scam at best.  What proof do I have that it did not arrive and they "lost" it?  There should be a process to handle this situation, how many refunds does Lens.com and ************** keep every year because of lost mail?
  
  Sincerely,
  
  ********** *******

  Business Response

  Date: 03/05/2025

  To ensure the integrity of the program, we treat all customers equally. As such, we cannot make exceptions to the rebate procedures. The rebate form indicates that we are not responsible for lost or stolen mail. 

• Initial Complaint

  Date:02/24/2025

  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 contact lenses from lens.com due to their being the best pricing for my type of contact needed. I used my flexible spending account debit card to pay for the charge and submitted the receipt from lens.com for the charge. My flexible spending account is refusing the charge because the amounts dont add up leaving me with a deficiency of $135.92 that I need to pay out of pocket. When I contacted lens.com, they told me it was for taxes and fees. I inquired as I understood this is a tax free item and I was told there are no state taxes per se. This is to ensure you get the highest quality item. I was told it was detailed on the shipping page prior to order. These practices are intentionally deceptive causing the consumer to choose their company for their pricing over other retailers. My receipt did not detail these charges, nor did they indicate them at all. It took me taking out a calculator to see the total charge was not the sum of the items to see there was $139 not accounted for.

  Business Response

  Date: 02/28/2025

  I appreciate your concern; 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:02/17/2025

  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 was baited into buying eye contacts from this company, under the guise of getting a rebate after the purchase. I followed through with their requests and was promised a rebate. In the time it took them to issue said rebate, I purchased a new home and the card was lost in the mail. The company the use for rebate cards is ******************. The rebate card company is refusing to send the replacement card to my new address because it doesnt match the address they have on file. Ive provided multiple forms of identification, including a requested selfie holding my drivers license, federal tax papers with my current address and other pieces of mail with my current address.

  Business Response

  Date: 02/17/2025

  After reviewing your account, I see the rebate card was mailed to you as promised. In order to best assist you, we will contact you to investigate the issue. 

• Initial Complaint

  Date:02/10/2025

  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.

  Order Number ********** Order Placed 11/5/2024 Rebate $135 Rebate on Biofinity Toric Contact Lenses I ordered my contact lenses on 11/5/2024 from Lens.com They advertised a rebate- I submitted the required documents to receive the rebate, including sending a letter certified mail with the stubs from my contact lens boxes to the company.Contacts are advertised ***** per box but ***** with rebate They received my rebate form on 12/2/2024 I got a confirmation email from "**************" stating "Congratulations! Your $135 Biofinity Toric rebate was approved. Your ************ will be mailed by 01/27/2025. Your prepaid **** card can be used Everywhere **** is Accepted."I got another email, this one from Lens.com on 12/30/24 stating that "Your rebate continues to progress through the **** card production process. There is nothing you need to do. Your prepaid **** card will be mailed in 6 weeks. Keep in mind your card can be used Everywhere **** is Accepted."In January 2025 after the 27th I have not recieved a card. I checked the tracking website, and it says my information has been sent to **** card ************* is now February 10th and still no card. I go to the ********** website and look up the *** for "What do I do if I have not received my card in the mail." Website states ********************* at ************** and they will send you a new card.I call card services on February 10th and they have no record of my order number, or a card being created for me and sent to me. I can see from the BBB reviews that this company Lens.com has an F rating. From online forums I have read that many other customers have not received their rebates.When you call the customer service number on the website at ************ it is only an automated service. No representatives you can talk to. No options to leave a message. This site is false advertising scamming consumers and getting away with it.

  Business Response

  Date: 02/10/2025

  Thank you for bringing to our attention this issue. ************** states to allow 12 weeks for the day the rebate form was received. Your rebate was received at the rebate center on 11/27/2024 which means your rebate should be mailed on or before 2/27/2024. Please allow ***************************************************************************** the mail. 

  Customer Answer

  Date: 02/11/2025

   
  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,
  
  ****** *****