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Business Profile

Contact Lenses

Lens.com, Inc.

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Contact Lenses.

This business has 1 alert

Complaints

This profile includes complaints for Lens.com, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see

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Lens.com, Inc. has 7 locations, listed below.

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    Customer Complaints Summary

    • 836 total complaints in the last 3 years.
    • 72 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:08/04/2022

      Type:Product Issues
      Status:
      Answered
      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's order process is very efficient however their rebate program is a very questionable program. Seems rebates are only being issued after multiple phone calls are made or a complaint is made against the company. In 10/2021, I placed an order for contacts which came with $135 in rebates. Website said 8-10 weeks for processing rebates. After multiple phone calls, I finally received my rebates at the end of April, 26 WEEKS LATER. Given the easy order process and quick shipping, I decided to give them another shot. I placed another order for contacts in 4/22 which came with more rebates and here we are again 16 weeks later and no rebates. In both instances, when I tracked/track the rebates through Lens.com's rebate center, it shows everything in the rebate process has been completed with the exception of mailing the rebate. What is so difficult about the last step of mailing the rebate????

      Business Response

      Date: 09/17/2022

      Business Response /* (1000, 8, 2022/08/26) */ We understand the customer's frustration, however our rebates have been a huge success with our customers and caused an overwhelming amount of volume as a result. Our rebate team is working as quickly as they can to get caught up. We are somewhat backlogged due recent events beyond our control , but the customer will definitely receive their rebate. We appreciate their patience.

    • Initial Complaint

      Date:08/04/2022

      Type:Product Issues
      Status:
      Resolved
      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.
      Promised a rebate within 8-10 weeks. It has gone into fulfillment in May and the rebate technically had been issued but it hasn't been mailed... I called and they had no explanation to as why I haven't got it yet but continue to tell me it's been processing... It's been six months when promised 8 to 10 weeks... I would like my rebate of $130 or for them to issue me a voucher of $130.

      Business Response

      Date: 09/01/2022

      Consumer Response /* (2000, 9, 2022/08/22) */ Finally received rebate after complaint . Close case please!

    • Initial Complaint

      Date:08/04/2022

      Type:Product Issues
      Status:
      Resolved
      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 January 3, 2022, I ordered contacts from Lens.com. My order number is **********. They offered a $150 rebate for the Biofinity Toric lenses I ordered but I have not gotten my rebate. When I look on their "Rebate Tracker" it shows it is loaded with funds but still at the VISA fulfillment center. It has said that for months. I have contacted their customer service department several times and have always been told it is due to the "global pandemic." One time, I was told that someone would get back to me and was asked to provide an email address. No one ever contacted me.

      Business Response

      Date: 09/09/2022

      Business Response /* (1000, 8, 2022/08/26) */ We understand the customer's frustration, however our rebates have been a huge success with our customers and caused an overwhelming amount of volume as a result. Our rebate team is working as quickly as they can to get caught up. We are somewhat backlogged due recent events beyond our control , but the customer will definitely receive their rebate. We appreciate their patience. Consumer Response /* (3000, 10, 2022/08/30) */ (The consumer indicated he/she DID NOT accept the response from the business.) I do not accept the response that the company sent you since it is too open ended. They could mail the rebate a year from now and have fulfilled their response. HOWEVER, they sent me an email saying the card will be mailed on or before 9/9/22. I will update if I do in fact receive the rebate. Consumer Response /* (2000, 13, 2022/09/07) */ I received my $150 rebate Visa card on 8/07/22. I am all set. Thank you for your assistance. I am certain that I would not have my rebate if it were not for your help!!

    • Initial Complaint

      Date:08/04/2022

      Type:Product Issues
      Status:
      Answered
      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 contact lenses on the 24th of February 2022 and submitted all the necessary documents for my rebate on time. The process has taken much longer than the 10 weeks indicated and has been 'stuck' on Card Fulfillment by VISA Card Processor' for weeks now! I think this is totally unacceptable and would like my rebate mailed or a refund issued as this is borderline fraudulent marketing...

      Business Response

      Date: 09/17/2022

      Business Response /* (1000, 8, 2022/08/26) */ The rebate card was mailed on 8/19/2022.

    • Initial Complaint

      Date:08/04/2022

      Type:Product Issues
      Status:
      Resolved
      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 place an order in January due to the advertisement of a rebate. When I completed the information for the rebate I find out that their rebates are taking an additional 6 weeks longer plus, then the standard 6-8 weeks. The latest Rep this evening said 8-10 weeks and it appears their website now says 12 weeks. Even allowing for their delay of six weeks I am now 19 weeks according to the Rep I spoke with. Allowing for their 6 extra weeks on 12 weeks that it now says I am over by a week. Now who knows what the plus is. They keep saying VISA hasn't sent them the cards yet. I know other companies that are getting their VISA cards sent out without any trouble within timeframes that are normally advertised without delays. It just seems like bait and switch. I could have ordered anywhere else but they snagged me with the rebate offer that they are failing to fulfill on.

      Business Response

      Date: 08/26/2022

      Business Response /* (1000, 8, 2022/08/26) */ We understand the customer's frustration, however our rebates have been a huge success with our customers and caused an overwhelming amount of volume as a result. Our rebate team is working as quickly as they can to get caught up. We are somewhat backlogged due recent events beyond our control , but the customer will definitely receive their rebate. We appreciate their patience. Consumer Response /* (3000, 10, 2022/08/30) */ (The consumer indicated he/she DID NOT accept the response from the business.) Other companies are not having issues getting VISA to process their rebate cards and are having them shipped in a normal amount of time. They have been doing these rebates for years and so I'm not quite sure how that is an excuse this year. My card was listed as sent to ViSA for processing in February or March. Right after I listed this complaint they updated my status for the first time in 5 months only to say it will be sent out by 9/9/22. I will post back at that time. The only reason I went with them was because of the rebate. Had I known it would take 6 months for a rebate to process I would have quite possibly gone with someone else. Their website stated a time frame with a vague addition of it could take an indefinite amount of time. That doesn't seem quite right to me either. Consumer Response /* (2000, 21, 2022/09/20) */ (The consumer indicated he/she ACCEPTED the response from the business.)

    • Initial Complaint

      Date:08/04/2022

      Type:Product Issues
      Status:
      Resolved
      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.
      Purchased 6 mos. worth of contact lenses on Feb 11, 2022. Filed for $40 rebate shortly afterwards. Checked Rebate Status and it's been stuck at the same step, "Card Fulfillment by VISA Card Processor" for a long time. Checked with online support twice and was told it's being processed at fulfillment center. I've ordered from Lens.com before and have never experienced problems like this. No date given on promise to send to me.

      Business Response

      Date: 09/01/2022

      Business Response /* (1000, 8, 2022/08/26) */ We understand the customer's frustration, however our rebates have been a huge success with our customers and caused an overwhelming amount of volume as a result. Our rebate team is working as quickly as they can to get caught up. We are somewhat backlogged due recent events beyond our control , but the customer will definitely receive their rebate. We appreciate their patience. Consumer Response /* (2000, 11, 2022/08/30) */ (The consumer indicated he/she ACCEPTED the response from the business.) Lens.com provided a commitment that I should have the rebate card by Sept 9th. I'm fine with that and will never order from them again.

    • Initial Complaint

      Date:08/03/2022

      Type:Product Issues
      Status:
      Answered
      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 1/10/2022, I placed an order of 4 boxes of contact lenses with a total worth of $371.47 at Lens.com only because they promised a $160 rebate. I followed through their instructions, filled out all necessary forms and submitted them on time, but I have never received the rebate as promised by Lens.com and it has been 7 months after my order in January . I'm filling this complaint in order to get the $160 rebate as promised by Lens.com immediately.

      Business Response

      Date: 09/17/2022

      Business Response /* (1000, 8, 2022/08/26) */ The rebate card was mailed on 8/13/2022.

    • Initial Complaint

      Date:08/03/2022

      Type:Product Issues
      Status:
      Answered
      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 lens from Lens.com in January this year that comes with $90 manufacturer rebate. I still have not received the rebate as of today (8/2/22). Every time I checked with Lens.com, they told me that the rebate is being processes and that it takes time. I am skeptical if this rebate is real or not. I suspect that it is false advertising.

      Business Response

      Date: 09/17/2022

      Business Response /* (1000, 8, 2022/08/26) */ The rebate card was mailed on 8/13/2022.

    • Initial Complaint

      Date:08/03/2022

      Type:Product Issues
      Status:
      Answered
      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 company website said the rebate will be sent out within 12 weeks. I mailed my rebate to the company on Feb, as of today , I still never received rebate yeT. I try to contact with online chat agent, put me on wait for a long time, no one help.

      Business Response

      Date: 09/17/2022

      Business Response /* (1000, 8, 2022/08/26) */ We understand the customer's frustration, however our rebates have been a huge success with our customers and caused an overwhelming amount of volume as a result. Our rebate team is working as quickly as they can to get caught up. We are somewhat backlogged due recent events beyond our control , but the customer will definitely receive their rebate. We appreciate their patience.

    • Initial Complaint

      Date:08/03/2022

      Type:Product Issues
      Status:
      Answered
      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 a full year worth of daily disposable contact lenses from Lens.com, having chose them over many other retailers because of the low price after the promised $160 REBATE which I have yet to receive. I placed my order on February 2nd 2022, and here we are on August 2nd, 6 months later with no rebate. This company is a total scam, and I hope no one else falls for the empty promise of a rebate like I did. Shame on you, Lens.com.

      Business Response

      Date: 09/17/2022

      Business Response /* (1000, 8, 2022/08/26) */ We understand the customer's frustration, however our rebates have been a huge success with our customers and caused an overwhelming amount of volume as a result. Our rebate team is working as quickly as they can to get caught up. We are somewhat backlogged due recent events beyond our control , but the customer will definitely receive their rebate. We appreciate their patience.

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

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