Business Profile

Contact Lenses

Lens.com, Inc.

This business is NOT BBB Accredited.

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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

841 total complaints in the last 3 years.
72 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:10/14/2024
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.
I am owed $220 for a rebate I sent in, on the date of signature on this form, which was mailed via **** mail as stipulated, I have been told it was lost and the rebate ******** company and lens.com are both not responsible. Which is a pattern of theft. If resolution here is not possible, I will sue for legal fees, filing costs, and the $220 in federal district court.
Business Response
Date: 10/15/2024
Per our conversation with you regarding your rebate we attempted to assist you by asking for the tracking number from when you mailed in your rebate form. On the rebate form, it states to send the form certified mail. Without confirmation you did mail it via the tracking number we are not responsible for loss or stolen mail as we have stated in our communications with you.
Customer Answer
Date: 10/18/2024

Complaint: 22413590

I am rejecting this response because: I do not accept the answer as truthful.
The form requires usage of the ***** then it suggests e.g. "is suggested" a particular class of **** mail.
I did however use stamps which were from the **** and received nothing rejected from them, back in the mail. LENS.COM expects the BBB to trust that they did not receive the letter, but NOT TRUST that it was sent. I presented all the box codes, which are now destroyed and nonrefundable which was a convenient result of the "rebate" policy. Secondly LENS.COM has misrepresented their own shipping policy--which stipulates no requirement for proof of mailing, and merely required that the postal service be used.
I hope to get my rebate. I've never had this problem in over a decade of being a loyal customer of theirs.

Sincerely,

***** ******
Business Response
Date: 10/21/2024
We are not responsible for loss or stolen mail. Without confirmation or a tracking number, we will be able to process your rebate as it was not received.
Initial Complaint
Date:10/08/2024
Type:Delivery Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I received a rebate card 2022 with an expiration date of 02/24, the law for expiration dates on these is 5 years and have an unused balance that I was just told I can't use.I also placed an order 9/11/23 and mailed in my proof of purchases and rebate form, and never received my rebate card. Now when I log on it says it's too late.This company is messy and terrible customer service.
Business Response
Date: 10/10/2024
The rebate card is not a gift card, it is a prepaid card. We also provide a generous 3-month window for you to mail in your rebate and within the terms and conditions, we are not responsible for lost or stolen mail.
Initial Complaint
Date:09/23/2024
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.
Submitted a rebate form for $75 that was allegedly not received. This is a common problem with this company. When I would call to check the status I kept being told nothing would be in the system for 12 weeks. and of course, after 12 weeks the issue can't be pursued. I guarantee you the response will be that my submission was lost in the mail, because that is the excuse they give everyone else. Interesting how often that happens. The truth is they are scamming customers, first with their processing fees (pending class action lawsuit in ******** about that) and then refusing to pay out rebates by blaming the postal service. (Photos taken before bringing envelope to the post office for payment and mailing.)
Business Response
Date: 09/23/2024
Details surrounding the rebate process are listed on lens.com and **************. We provide you the total processing time and list the steps to take when submitting your rebate on the rebate form and sites. The taxes and fees are applied to all orders and are listed prior to you selecting submit. We guarantee the total including these fees are the lowest on the internet.
The terms and conditions state we are not responsible for loss or stolen mail located on the rebate form.
Customer Answer
Date: 09/23/2024

Complaint: 22321518

I am rejecting this response because: based on previous complaint history from other customers, this is a typical scam the business is running where they blame the post office to get out of sending rebates.

Sincerely,

******* ******
Business Response
Date: 09/24/2024
We have checked the status of your rebate from our end, and your rebate status is expired. We never received the necessary items to start processing your rebate. 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. Lens.com is not responsible for any lost or stolen mail.
Initial Complaint
Date:09/23/2024
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 started an order with Lens.com. I ordered 4 boxes of contacts, which they stated you would get a $135 discount on the boxes. Got to checkout and there was an extra tax/processing fee of $106.00. This wasnt mentioned anywhere before checkout and I know our taxes arent 50% of sale. I got on with chat and went back and forth. They apparently have the same responses for everyone because I got on BBB afterwards and saw word for word responses that I had gotten. This is a misleading practice, unethical. Making the customer think they are getting a deal and, **! ****, we will make up for that deal on processing fees and taxes. Typical Bait and Switch. I cancelled my order. I would rather pay a bit more for an ethical company that doesnt play games. I just wanted to post this to let others know that this is still going on. Looks like it has been a while since a complaint or their practice. If they are going to have a high charge like that, it had better be itemized, not just an open number
Business Response
Date: 09/23/2024
You confirmed your total when you clicked submit on the checkout page. The rebate is still valid, and we guarantee the total to your door is lowest on the internet including these fees. These are not state or federal taxes, but tax recovery charges and fees for processing your order.
Customer Answer
Date: 09/23/2024

Complaint: 22318260

I am rejecting this response because i have a very hard time believing that there are fees and processing of that high amount. Those should be itemized for us to see. There should be an * under the "discount" stating extra fees and processing. I will not be buying from Lens.com, because i have indeed found a LESS EXPENSIVE, UP FRONT, and MORAL company to go with. I am not the only one that believes this is a shady practice. BBB reviews are full of the same issue. It should be fixed.

Sincerely,

******** ********
Business Response
Date: 09/24/2024
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:09/23/2024
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.
I purchased a year supply of contacts to get a large rebate from Lens.com. I sent in my bar codes and the signed document around 6/11/2024. Their document states they only accept **** mail so thats how I mailed it. I didnt have tracking. Now over 90 days later I asked for help but they wont because they said they didnt get it. I have a photo of my barcodes that is date stamped. They wont work with me.
Business Response
Date: 09/23/2024
We have checked the status of your rebate from our end, and your rebate status is expired. We never received the necessary items to start processing your rebate.

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.Lens.com is not responsible for any lost or stolen mail.
Customer Answer
Date: 09/23/2024

Complaint: 22315815

I am rejecting this response because:
your directions on the rebate form intentionally tell users to not use other forms of shipping such as *** or ***** where it is easy to get a tracking number.
I followed directions and sent via ***** I have a photo of my barcodes I could send in. As an expectant mother, I need these funds. I sent off the envelope right on time around 6/11 and had full intention of meeting all needs to get this rebate.
Your process leaves customers helpless intentionally. This could all have been done through a website and there would be no issues. You dont do that so you dont have to pay out these rebates.

Sincerely,

******* ******
Business Response
Date: 09/24/2024
We advise to send the forms via **** certified mail because the address is a PO Box. You would not be able to send mail via ***** to a Po Box. Our Rebate program has been very successful, and we display at ************** our volume for dollars, cards issued for the rebate cards. Again all details are listed on our sites and on the rebate form. Our customer service is also available 24/7 if you had any questions.
Initial Complaint
Date:09/19/2024
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.
I purchased contact ***** from Lens.com on 6/19. The prices of the lens was high but they were the only website selling the discontinued Focus Dailies and offered a $200 rebate. The order shipped and I submitted the paperwork through the mail with signature confirmation through ***** The company that processes the rebates says they never received my rebate paperwork despite the photos I sent them of 1) the filled out paperwork and box UPCs submitted and 2) **** signature confirmation that they received my paperwork on July ******. (The deadline to submit was Sept 2024
Business Response
Date: 09/19/2024
We apologize for the miscommunication. We have contacted our rebate center to investigate further, and we will contact you as well. Please follow the rebate tracker at rebatecard.com for updates.
Customer Answer
Date: 09/20/2024

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.
I have attached the email response from RebateCenter.com regarding my rebate which I should receive by November. I will follow up if I dont receive the rebate by Nov 14.
Thank you very much to the Better Business Bureau for contacting the company on my behalf so quickly! It is a shame that companies use deceptive practices and mislead or lie to customers. Im thankful for your organizations work to help keep businesss honest!

Sincerely,

***************************
Initial Complaint
Date:09/13/2024
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 for contacts and received an invoice for the amount and the amount after rebate. Once my insurance started questioning the charges. We realized that there was a ****** processing charge in there. That breakdown was not on my original receipt and if I would have been aware would not have ordered thru them. This is very misleading. When I asked for a detailed breakdown of what the surprise fee was for I was told they could not provide that. If youre charging me that much I want to know what every ***** paid was for. Myself and insurance think this is fraud with that breakdown not being in the first receipt.
Business Response
Date: 09/13/2024
Your order contains items that incur a processing and/or handling charge. Taxes are tax recovery charges for tax obligations where applicable and the fees are compensation for servicing your order. We guarantee the total cost of your order will be the lowest on the internet, even including these fees. Our goal is to offer the lowest total price online! Regardless of the breakdown, we aim to have the lowest total price on the web! We invite you to compare our bottom-line prices with our competitors'. We promise we won't disappoint you!
Customer Answer
Date: 09/13/2024

Complaint: 22280565

I am rejecting this response because: this processing fee was never disclosed to me. On the original receipt it had nothing about a processing fee on it. This is misleading and not upfront. I will never recommend or use this company. They already cheated me out of my second rebate and now they are wanting to take an additional 400 and some dollars. Their entire process is false advertisement.

Sincerely,

***********************
Business Response
Date: 09/16/2024
We provide a breakdown prior to you confirm the total of your order. The breakdown is listed on the shipping information page.
Customer Answer
Date: 09/16/2024
How can a company charge you a large lump sum and not be required to give you the breakdown for this sum. How is that not fraud or even stealing money from the customer? There was nothing in my original receipt from them even stating I was charged a processing fee. Had my insurance not required it and then requested the explanation of the processing fee (that I still have not been able to provide my insurance) I would never have even known there was a processing fee. This is not right because I am not responsible for reimbursing insurance because they are saying this is fraud and they will not cover.
Initial Complaint
Date:08/30/2024
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 ordered 4 boxes of lens from this company, I didnt like the color so I spoke with them and they said they would only take back the unopened boxes, I sent them 2 unopened boxes back and they just called and left me a voicemail stating 1 of the boxes were opened, both boxes I sent back were unopened and intact, I called and explained this to them and they said I had 2 choices they could destroy them for me or charge me ***** for them to send 1 box back, this is a total scam. My order number is **********. They have been a total nightmare from the beginning I was given one price for the lens when I ordered them online and when I checked out it was ****** more than what I was told, I told them I wanted to cancel the entire order but they said I would have to call to do that but the number they gave me was constantly busy. I ended up receiving the order because they wouldnt cancel it online. I have worn contacts all my life and dealt with many contact lenses manufacturers and I have never had the problems I have had with this company
Business Response
Date: 08/30/2024
Per the lens.com website we state our return policy on the landing page:
A guarantee shouldn't be complicated, so ours isn't. At Lens.com we guarantee you will receive the exact type and brand of contact lenses specified in your order and confirmed by your doctor's prescription within the guidelines provided by the Contact Lens Rule. Also, every lens is guaranteed free of manufacturer defects.
Returning contact lenses to Lens.com is very easy. We offer a generous 30 days from date shipped for you to return any items. All contact lenses must be in saleable condition. Each return must have a Return Merchandise Authorization number (***). Goods returned without the *** will incur a 25% restocking fee or if you choose to have the product returned, a charge of $14.99 to pack and ship the non-*** products back to you.
Simply call and one of our friendly customer service representatives will provide you with the *** and a prepaid return label.
This information is stated within our FAQ's as well. We have reached out to you in regards of this return and are awaiting your call back to process the $14.99 charge. Please give us a call ************.
Customer Answer
Date: 09/03/2024

Complaint: 22216397

I am rejecting this response because:
The boxes I sent were unopened, they are saying that 1 box was opened, which is not true
Sincerely,

*************************
Business Response
Date: 09/03/2024
The Air Optix colors are shipped in a 6pk sealed packaging. We are unable to accept the box that is opened and missing the one lens due to the color was not your preference. Please contact us so we may know how to proceed.
Customer Answer
Date: 09/03/2024

Complaint: 22216397

I am rejecting this response because: the company is lying, I returned 2 full boxes unopened and no lenses were missing, I expect a refund on the 2 boxes I sent them. They just keep telling me the same thing over and over, which is not true. I have also contacted ****** about how they conduct their business and that I want a refund

Sincerely,

*************************
Business Response
Date: 09/05/2024
As per our returns policy, we will not be able to accept this box as it has been opened and a lens a missing. We have communicated with you the guidelines and your options and have requested on how we should proceed. There will be no refund issued.
Initial Complaint
Date:08/26/2024
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.
For several occasions I have done transactions with Lens.com for the purchase of my contact lenses. Every time I saw the final total price it seemed higher compared to what was presented initially. I had completed the purchases without much interest since at that moment, my time was limited to go into details. In today's transaction, things were different for me, I had the time to ask questions which I understood I was entitled to as a customer.The transaction showed one box of contact lenses for the price of ***** ea., I was ordering two, for a total of ******. A standard shipping fee for 9.95 was included and ***** was also included as ************* In a small information bubble next to the charge description they explain what ************ are: Taxes are tax recovery charges for tax obligations where applicable and the fees are compensation for servicing your order. At checkout I was billed a total of ****** which I did not complete before asking some questions.So, this is where my chat begins trying to request explanation for what percentage of tax is being included in my order and why they are marketing a price on the web when at the end they are including another fee. They did not explain what the percentage of tax was it that they were applying to my order since they say it might or might not be applicable.The way I see it, as a business, if I charge a customer for taxes and I say it is for the purposes of recovering charges for tax obligations where applicable, they are implying those charges depend on the transaction and an explanation needs to be given at least if it is applicable or not, and furthermore, the percentage the charge applies to the total price.This is dishonest, misleading, misinformed and an unbelievably bad way of doing business.I have provided BBB with the complete chat transcript with my efforts to get answers to some legitimate questions without any success.
Business Response
Date: 08/26/2024
We list the total charges on the site prior to your confirming your order. 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. Regardless of the breakdown, we aim to have the lowest total price on the web! Taxes are tax recovery charges for tax obligations, where applicable. Fees are fees for servicing your order.
Customer Answer
Date: 08/26/2024

Complaint: 22193675

I am rejecting this response because:
Same careless answer that was given to me on the chat, Lens.com does not respect BBB organization or their clients. They at least could have provided the tax percentage they charge since that is a government obligation and they state it is only if applicable, meaning, it changes from case to case. I guess Lens.com feels empowered to not have to explain how they do business even if they use tax charges as part of their markup to profit. After the vague response from their part, I could assume they have gone through this same process plenty of times before without any negative effect to their business. Even if their price was the lowest on the internet which is not, it doesn't justify not explaining why and how they collect taxes and at what percentage, I question miselfe if this is even legal.

Sincerely,

*************************
Business Response
Date: 08/27/2024
These are not state or federal taxes, the taxes are tax obligations were applicable, and the fees are compensation for servicing your order. Your order history indicates your orders incurred the taxes and fees as well. Even with these fees we guarantee we are lowest on the internet.
Initial Complaint
Date:08/21/2024
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.
On August 15, 2024 at 12:03 PM CST, I used my **** ending in 3778 to pay for an online vision exam on Lens.com. Their low pricing and affordability makes their products and services very attractive. That attraction lasts only up until you didn't receive what you paid for. As of the current date and time this complaint is being submitted, I have still not been able to access my online lens exam even after my **** ending in 3778 has been DEBITED for $15.99. BEFORE calling customer support, I reached out to my financial institution, because when it comes to matters of money, any person is going to trust their bank over the merchant. And my trust was properly placed. My financial institution advised me (with proof) that indeed the funds have been debited from my account and "the merchant has the funds on hold." If you call any bank with an issue about a PENDING ***** awaiting decision or settlement. Since your customer service fails to realize what this actually means) TRANSACTION they will ALL advise you that nothing can be done due to the fact that the charge is still currently PENDING. I've spoken to 3 Lens.com associates on the phone and they all gave me the same excuse and no solution. The audacity to LIE to a customer and inform them that the transaction was rejected due to "insufficient funds" is downright inaccurate and disrespectful, considering I took precautionary measures and spoke to a manager at my financial institution to make sure I had all accurate information regarding this dispute. Not only have 3 associates lied to my face back to back, they all read from a script and gave me the same vague, runaround answer: "please contact your financial institution." Well lucky for them I did that beforehand. Now here we are. I have not received what I purchased and have been deceived and defrauded by Lens.com. I want a full refund and full closure of any account I made with this merchant. No exceptions.
Business Response
Date: 08/22/2024
We have reviewed your account and have no order for you. We are having your account reviewed and will be reaching out to you for more information to investigate further.

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This business has 1 alert

Complaints

Customer Complaints Summary

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