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

  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:01/30/2024

  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 have $350 in **** debt cards from Lens.com given to me as rebates. However, I had trouble activating them when i first received them. I checked at the end of the year and tried to do it again and they said there is no balance. I called them and they said the funds expired six months ago. I asked them to reactivate it but they claimed that myprepaidcenter.com handles all their rebates. When i called them they said they return the money to lens.com. All i know is someone has $350 of my rebate money

  Business Response

  Date: 01/30/2024

  The most recent order that qualified for a rebate was placed on 11/05/2021. This order qualified for 3 rebates in the amounts of $160.00, $90.00, and $100.00. All rebates were mailed to the customer. The rebate cards have a ****** expiration date. If the customer exceeds the amount of time to utilize or activate their card passed the expiration date the card is no longer valid.  

• Initial Complaint

  Date:01/23/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 08/13/23, I ordered a years supply of contacts because of an advertised mail in rebate of $220 via Rebate.com. Rebate.com's website says the **** card was mailed on 11/22, their customer service claims it was 12/09. Either way, it's now almost February and I've yet to received the prepaid **** card from their partner, Rebate.com. I've repeatedly contacted Lens.com who state there is absolutely nothing they will do other than give out the website for Rebate.com to check status. I've repeatedly called Rebate.com and finally had someone claim they reissued a **** card to me on 01/02/24 but nothing on the website indicates it was reissued/sent nor do I have it. They've acknowledged my purchase and UPC codes qualified for the rebate but refuse to actually give me the rebate. Is this not a scam? Unethical? Deceptive business practices?Giving customers no recourse to resolve missing rebate cards is disgusting. Lens.com takes zero accountability for using a scam 3rd party to issue fake rebates that never reach their customers. Do NOT get scammed by Lens.com. Go to their competitor. What a nightmare this has been and I'm out $220.

  Business Response

  Date: 01/26/2024

  Rebatecard.com did mail the **** prepaid card to the customer. The request to reissue as a never received prepaid card was placed with the card reissuance team on 1/2. The reissued card is in process and will be mailed to the customer. 

• Initial Complaint

  Date:01/22/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Lens.com advertises a price for contact lenses on their website, but after adding lenses to the cart there are large fees ($50 dollars in fees on a hundred dollar subtotal) added in a section called taxes and fees. These charges are added on a page where you have to scroll down to view that they have been added, and they are not itemized on the order summary page on the following screen. Furthermore, these fees are not individually itemized, and they are included with the title taxes, but the company is not actually collecting sales tax directly. Instead, they are collecting a tax recovery charge for tax obligations which isn't the same thing. The entire layout of the website is duplicitous because these fees are somewhat hidden and there is no way to remove them.

  Business Response

  Date: 01/23/2024

  The taxes are tax-recovery charges for tax obligations where applicable, and the fees are compensation for servicing your order. The subtotal - or box price - is only the price of the boxes themselves, with no shipping fees or processing/taxes fees added.

• Initial Complaint

  Date:01/12/2024

  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.

  This company already has thousands of negative reviews on this site. They advertise low prices for contact lenses, but when you order they add on a $249 processing fee. $249 for processing an order for contact lenses???? Really? They try to make up for this by offering a gift card, but (as others have stated) they try very hard to not send out these gift cards. I mailed my UPC codes, but they claimed to have never gotten them. It wasn't until I complained to several different people that they agreed to ship the gift card, and even then, they claim it will take 3 months to send it out. This company should not be allowed to do business in the US or anywhere else. I want a refund for the $249 processing fee which should never have been charged to me.

  Business Response

  Date: 01/12/2024

   Our taxes and fees are tax recovery charges for tax obligations where applicable and the fees are compensation for servicing your order. We provide a total charged to your card prior to submitting the order which is also listed on the attached document provided by the customer. We do not offer a gift card, but we do offer a rebate **** card. This customers order did qualify for a rebate to which we provide a generous 3 month (12 weeks) window to submit their rebate form along with the *** barcodes. Within our terms and conditions located on the rebate form, it does indicate we are not responsible for lost, damaged, misdirected, or delayed transit mail or illegal entries. We also advise that your prepaid **** card will be mailed 12 weeks from the date your rebate form was received. Rebate processing requires multiple steps including fraud prevention, verification, and third-party **** Card Issuance and mailing.

   

  Thank you

  Customer Answer

  Date: 01/12/2024

   
  Complaint: 21130630
  
  I am rejecting this response because: There is absolutely no reason for a $249 processing fee. That's the end of the story. Also, three months to mail out a card? That's ridiculous as well. Your company clearly advertising contact lenses for a low cost, then makes up for it by charging an insane processing fee that is only shown on the very last step of order process. You wouldn't have an F rating on this site if you treated customer fairly. Instead, you're using unethical business practices to get more business.
  
  Sincerely,
  
  *********************************

  Business Response

  Date: 01/12/2024

  I appreciate your concern; the processing fee is a standard charge that applies to all orders. We strive to be transparent about our pricing structure and want to ensure that all customers are aware of this fee upfront. These fees allows us to continue providing excellent service and meet your expectations throughout the ordering process. Our rebate process does require multiple steps including fraud prevention, verification, and third-party **** Card Issuance and mailing and is the reason for the need of 3 months (12 weeks). This is an additional protection for you. 

   

   

• Initial Complaint

  Date:01/11/2024

  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: March, 2023.Company: Lens.com. Items ordered: Contact Lenses.Complaint: Never received $40.00 rebate. **************** promised to send it, but rebate never came.

  Business Response

  Date: 01/11/2024

  The customer's order placed on 3/5/2023 for two boxes did not qualify for a rebate. The customer is not entitled to a rebate as the qualifying amount would be a total of 4 boxes. 

  Customer Answer

  Date: 01/12/2024

   
  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:01/10/2024

  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 placed an order for a year worth of Acuvue Moist contact lenses which were to have a $220 rebate on 10/10/23. The rebate form would not populate. I reached out for Lens.com on several occasions letting them know that the rebate would not populate on their website. I was given the run-around and told to call RebateCard who handles their rebate program. There was no way to get in touch with a live person at RebateCard and Lens.com said they could not assist. I finally found an email address for RebateCard and am being told my rebate window has now expired as of a few hours ago and they do not want to assist or honor my rebate even though I have proof I have been trying to get a resolution from Lens.com for weeks. I would like my issue escalated up to management at Lens.com and RebateCard and my rebate honored. I will no longer do any business with Lens.com if this is not resolved as after reading the BBB reviews this seems to be an ongoing problem and Lens.com is scamming customers our of their rebates by not responding to customer requests when the rebate form won't populate and then just saying oh well it is now past 12 weeks and we will not longer honor your request since it expired. I have been trying to get a resolution for weeks before my rebate technically expired. I am requesting my $220 rebate.

  Business Response

  Date: 01/11/2024

  We offer a generous 3 month (12 week) window from when the order shipped to mail in the rebate form and UPC barcodes. We received communication from the customer on 1/8 she was unable to print her rebate. The issue was due to the rebate shows expired. We have reinstated her rebate form as per checking there seems to have been a system issue with the expiry date. 

   

  The form will be available for the customer to reprint in ***** hours. Please go to www.rebatecard.com and enter the order # and order date to print the rebate. If other issues arise, please contact us on the www.rebatecard.com website.

  Customer Answer

  Date: 01/24/2024

   
  Complaint: 21117432
  
  I am rejecting this response because:

  I would just like to confirm that my rebate is processing.  When I log into the rebate center platform it is showing that the rebate is processing and will be sent in April.  Can you please confirm?  If that is the case and I just have to wait for my rebate I am satisfied and appreciate your help in resolving this matter.

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

  Business Response

  Date: 01/24/2024

  I have confirmed your rebate has been processed. You may track and receive updates via the rebatecard.com website by entering your order number and order date.. Currently, Rebatecard.com is processing your **** card.

• Initial Complaint

  Date:01/10/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Lens.com charges almost/around 50% for taxes and fees on every order, in addition to shipping and the cost of the product. When requested, their customer service reps refuse to itemize the receipt or breakdown the cost more than "The "taxes" are tax-recovery charges for tax obligations where applicable, and the "fees" are compensation for servicing your order." This obfuscates the true cost, and allows them to deceptively market the cost of the product extremely low.

  Business Response

  Date: 01/11/2024

  The breakdown of all charges is itemized on the Shipping Information page of the order when checking out. Depending on the device they are using to place the order, they may need to scroll down the page to see all the details associated with the order.

  We appreciate the concern of the customer's; the processing fee is 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 the customer's expectations throughout the ordering process.
  

  
  

  Customer Answer

  Date: 01/12/2024

   
  Complaint: 21116794
  
  I am rejecting this response because: adding taxes and fees without a detailed breakdown is unacceptable. Although they mention this is a "standard fee", it's still obfuscated by the fact that it's a lump sum of 50% on the product total. This is clearly designed to confuse the customer, or they'd be more transparent about how much is used for taxes and how much is used for the special fees. I get more detail on my restaurant receipts that detail food vs alcohol tax and I know where the tip is going, why won't this business just say they charge 45% processing fee and 5% tax?
  This response is also the exact same as what I received online with customer support. I don't think it's ethical to mislead customers into thinking the product is priced accurately when you can't estimate the cost until you get to the shipping page? Even if the fees are shown at the bottom of the shipping page (how is that not an intentional hiding spot), a 50% charge or fee is excessive and should be investigated. 
  
  Sincerely,
  
  ******************

  Business Response

  Date: 01/12/2024

  We do provide the cost of the taxes and fees on the shipping page as well as the order summary page prior to you clicking the submit order button, along with defining "What are taxes & fees" when clicking on the informational icon on our site. Our taxes and fees are tax recovery charges for tax obligations where applicable and the fees are compensation for servicing your order. This fee is a standard fee and was a fee applied to the customer's order in 2017 as well.

• Initial Complaint

  Date:12/28/2023

  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.

  I placed an order with Lens.com on 9/8/2023. Order # **********. I paid $869.79 for the order and was promised a rebate of $290. I received my order on 9/12/2023 and promptly mailed my rebate form and 8 UPCs on 9/15/2023 to ************************* PO Box ****, *******, ** *****. It is now 12/28/2023, and I have not received my rebate. I reached out to Lens.com customer service and was directed to contact Rebatecard.com, which I did. No assistance was offered from either customer service center, just the same standardized answer of "Our rebate system is completely automated and powered by RebateCard.com. For further assistance go to RebateCard.com". Each time I replied back to that message requesting a real answer, investigation, and resolution to my issue as I had already checked the website and it showed my rebate was not received. The response I repeatedly received was the rebate offer had expired on 12/9/2023, and my rebate wasn't received followed again by the standardized answer above. There was no offer of investigation or resolution even after I requested it several times. I believe my rebate mailing was received as I received an email from Lens.com on 11/9/2023 stating my Rx information had been received, added to my order, and my order would be sent for processing and shipping. I received my contacts by mail 2 months prior to that ***** tracking #********************** so I figured this had to be in regard to the rebate - why else would an automated system randomly email me 2 months after my order was shipped and received? Clearly something prompted the system to email me. The only reason I made my purchase with Lens.com was due to the promised rebate advertised on their website. The amount to pay up front was by far more than any of the other companies I looked at, but with the rebate, the total cost in the end would be far less than that of their competitors.

  Business Response

  Date: 12/28/2023

  First, we will address the status of the rebate. We can see that the rebate has expired on 12/9/2023. Per our terms and conditions, Lens.com and/or the ************* are not responsible for lost, damaged, misdirected or delayed transit mail or illegal entries. Our rebate program is automated and designed to provide all our customers with an equal opportunity to save money on their contact lenses. To ensure the integrity of the program we treat all customers equally. As such we cannot make exceptions to the rebate redemption procedures. We do not require tracking when mailing in your rebate form, but you are welcome to do so as it could be useful in a situation like this.

  In regard to the email that was sent on 11/9/2023, we had a system glitch, and some duplicate emails went out about orders that had already shipped. We apologize for the confusion.

  
  

  Customer Answer

  Date: 12/29/2023

   
  Complaint: 21065922
  
  I am rejecting this response because:
  Given the number of recent complaints identical to mine against your company, your company's lack of BBB accreditation, and your response stating exceptions are not made, I do believe you have no intention of investigating why your automated system has lost so many mailed in rebates for so many customers, not just my own. Please note I did not request an exception to your policy, but I did request an investigation into the matter as I did mail in my rebate with UPCs 7 days after receiving my order, less than 2 weeks after placing my order. Clearly there is a problem with your "automated system" and it would be abhorrent to not have a way to audit that system. Shame on your company for scamming so many people and shame on your customer service department for the complete lack of assistance when customers reach out. 

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

  Business Response

  Date: 01/24/2024

  We sent this issue forward for review to double check if we had received the rebate form for this order. I am pleased to inform the customer that the rebate was approved. The customer can track the rebate on rebatecard.com. The rebate will take around 12 weeks to process.

  Customer Answer

  Date: 01/24/2024

   
  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. However, I emphatically implore your company to do the same courtesy of reviewing all the customer complaints identical to mine as I am certain the findings would also be in their favor. Hopefully your company is working to permanently correct this glaringly obvious issue with your automated system and customer service.

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

• Initial Complaint

  Date:12/18/2023

  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.

  I did not go through with the purchase but I wanted to file a complaint with Lens.com and their adding of large hidden fees that are not stated on the payment page. I am glad I caught it and am very disapointed that they may be getting away with charging upwards of 70% service fees. I'd like them to honor their advertised prices along with the rebate offered and no addes fees.

  Business Response

  Date: 12/26/2023

  The breakdown of all charges is itemized on the Shipping Information page of the order when checking out. Depending on the device they are using to place the order, they may need to scroll down the page to see all the details associated with the order. Other sites pack all their costs into the per-box price. We don't. We keep our per-box price as low as possible. The processing fee is 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 the customer's expectations throughout the ordering process.
  
  
  
  

  Customer Answer

  Date: 12/26/2023

   
  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:12/18/2023

  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.

  Awful. Awful. Awful. Buyer beware, my order was months late and Lens.com was will not offer refunds . The lens were also defective. The package was fine but the boxes of lens were opened and damaged but didnt seem to have room to move around the same box? As if someone put damaged, already open contacts in there. Lens.com you might as well included some of your trash too in my box because thats obviously how you feel about your customers. NEVER ORDER FROM THIS SITE!! Lens.com shouldnt even be allowed to exist. My complaint is dated 12/02/2023. I am willing to speak more toward my review to additional media outlets or review websites but I do not wish to be contacted but anyone at this business. Damage is done.

  Business Response

  Date: 12/26/2023

  The only recent order we can locate in our records for the listed customer was placed on 12/2/23. These particular lenses had to be ordered factory fresh from the supplier. We received the lenses and shipped the order on 12/14/********** days later. The only contact I see on the order is for tracking and expected ship times. If there is some information that would help me find a different order on file that would be much appreciated so that we could further assist the customer.