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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:07/19/2022

      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 lenses through this company about 4 months ago for around $450. I only ordered through lens.com because they offered a rebate which would have given me 50% of that price back. About 3 weeks ago I called customer service because the last two left contact lenses were defective. The manager I spoke with at lens.com would not do anything in any way to help me other than give me a credit for those lenses. You cannot buy two lenses which would have been 2 months before I had to worry about buying contacts again. I argued with them that you couldn't buy two. I also argued with them that I wanted the two defective lenses replaced. They refuse to help me in any other way than to give me a credit for two lenses which means I would have had to shop with them in order to use that, and I did not want to shop with them after this situation came up. So I have two right lenses and no left lenses to wear with them as well as I do not have any contacts left to this prescription. The rebate was not given to me which I waited and waited and waited for. I sent for the rebate as soon as I got my contacts. Magically it got lost in the mail and wouldn't you know it, the rebate expired when I called about the left lenses. I was told there was nothing they could do, and I couldn't send another proof of purchase because I had already sent it in the first time. I feel that was a scam to get people to buy from them and then to say that they never received it so they didn't have to pay out that money.

      Business Response

      Date: 09/01/2022

      Business Response /* (1000, 5, 2022/08/03) */ We will issue a refund in the amount of $21.66 for the 2 defective lenses. Please allow 7-10 business days for the refund to be processed and reflected in your ******** account.

    • Initial Complaint

      Date:07/19/2022

      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 online order with Lens.com specifically because of their alluring rebate offer but it has been over 6 months since i placed my order and i still have not received the rebate.

      Business Response

      Date: 09/01/2022

      Business Response /* (1000, 5, 2022/08/03) */ 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:07/18/2022

      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 ordered 4 Boxes of contacts from Lens.com. I was to receive a $90.00 rebate on my purchase if I provided Proof of purchase and the original box upc codes.as well as the original receipt. That was done and mailed to them on February 10, 2022. It was stated I would receive my $90.00 rebate card within 6-8 weeks. Each time I have contacted them, they have told me it would be an additional 18 weeks, and now they are saying an additional 12 weeks in order for me to get the $90.00 rebate. Ridiculous. Please help me acquire the stated $90.00 rebate from them

      Business Response

      Date: 08/31/2022

      Business Response /* (1000, 8, 2022/08/03) */ The rebate card was mailed on 7/21/2022. Consumer Response /* (2000, 10, 2022/08/04) */ (The consumer indicated he/she ACCEPTED the response from the business.) Finally after 6 months I did receive my rebate. Thank you for your assistance in this matter

    • Initial Complaint

      Date:07/18/2022

      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 am writing this as a warning to other consumers and also because I would like a resolution. I purchased Order #********** from Lens.com on 12/28/2021 for a total of $303.87 with the understanding that I would be provided a Rebate Card for $150 in the mail a few weeks after my purchase. I was very patient due to the information on the website stating that they are backed up due to Covid, but as more time has gone on I believe their Rebate system to be a scam. I contacted Lens.com Customer Support in April and they told me my rebate should be sent out shortly. Then I reached out to them again in May and they told me they "didn't have a date estimate" for when the Rebate would be sent out. At this point, this is a scam and feels like theft of my money. It is really unacceptable for a business to mislead people like this, especially during a pandemic and a time when the economy is hard for everyone. I would like a refund for the appropriate rebate amount ($150), or my pre-paid $150 Rebate card to be shipped to me immediately.

      Business Response

      Date: 08/31/2022

      Consumer Response /* (2000, 9, 2022/08/03) */ A few days after my BBB complaint was filed, Lens.com mailed my pre-paid rebate card to me. I just received it. I am still unsure why it took filing a complaint to get my issue resolved, but I think this case can technically be closed.

    • Initial Complaint

      Date:07/18/2022

      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 placed an order with Lens.com on 12/28/28 with the promise of $100 rebate in the form of a $100 Visa card. I completed all the required rebate documentation and steps and mailed on 1/19/22. My Oder number is 1718816958. The companies Rebate Tracking shows that the rebate has been in the final stages for months. It is know been over 7 months since placed my order and submitted by rebate documents. The companies website states that "Service levels of our rebate vendors have been seriously impacted by global raw material supply chain delays." I contact Lens.com on 7/18/22. The representative could only state that there were delays and he had no idea when my rebate would be mailed out. This company is shamelessly hiding their lack of customer service behind the Covid pandemic.

      Business Response

      Date: 08/31/2022

      Consumer Response /* (2000, 6, 2022/08/02) */ Lens.com resolved my complaint on 8/2/22. I received my rebate on this date. Thank you for your assistance.

    • Initial Complaint

      Date:07/18/2022

      Type:Product Issues
      Status:
      Unresolved
      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 lens and saw a total line for 3 boxes. Then down below where the tax is charged the "subtotal" line contained a number of $84.72 higher which they are now telling me are service fees, but they do not disclose that at all and pull the switch with a new subtotal line. I find this misleading and fraudulent.

      Business Response

      Date: 09/01/2022

      Business Response /* (1000, 8, 2022/08/03) */ The breakdown of all charges are itemized on the Shipping Information page of your order. Depending on the device you're using to place the order, you may need to scroll down the page to see all details associated with your order. We will not refund the taxes and fees as the order was cancelled. Consumer Response /* (3000, 10, 2022/08/04) */ (The consumer indicated he/she DID NOT accept the response from the business.) the order was instructed to be canceled immediately and therefore no fees or taxes are applicable. Immediately means as soon as the unsatisfactory answer was received from their customer service which was within 4 hours of the initial order placement - because it took two back and forths for them to answer my question (when they slipped in the unidentified fees).

    • Initial Complaint

      Date:07/18/2022

      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 am among the many others waiting 6+ months for the promised rebates. I have repeatedly called and followed up only to be told to give it more time. It seems people are only seeing results when escalating via BBB, which is why I took this course of action. Today, 7/18/22, I am still currently waiting for my rebate card to be issued.

      Business Response

      Date: 09/01/2022

      Business Response /* (1000, 8, 2022/08/03) */ We understand the customer's frustration regarding the Ultra for Astigmatism rebate, 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. The $40 Ultra rebate card was mailed on 7/1/2022.

    • Initial Complaint

      Date:07/18/2022

      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.
      My rebate has been loaded to a card for 4 months. Apparently no one can even walk to a mailbox to send it.

      Business Response

      Date: 09/01/2022

      Business Response /* (1000, 5, 2022/08/03) */ 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:07/17/2022

      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 purchased $820 of contact lenses with the promise from the business that I would receive $260 in rebates for the order within six weeks of submitting a rebate request. It has now been 6 months and I have still not received a rebate. I have contacted customer support and they do not give me a date when I will receive a rebate. I want my rebate.

      Business Response

      Date: 09/01/2022

      Business Response /* (1000, 8, 2022/08/03) */ Both rebate cards were mailed on 7/28/2022.

    • Initial Complaint

      Date:07/17/2022

      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 two orders with this company on 2/1 and 2/5, one of which included a $100 rebate, and the second included a $110 rebate. Neither rebate was provided even though I complied with the terms of the rebate program. The rebate program is fraudulent. I tried to contact the merchant and they are unwilling to help.

      Business Response

      Date: 08/03/2022

      Business Response /* (1000, 8, 2022/08/03) */ 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, 2022/08/11) */ (The consumer indicated he/she DID NOT accept the response from the business.) Lens.com's marketing was grossly misleading if not completely dishonest. The rebate program is far from a "huge Success" if the marketing material notes a 10 week lead time on the rebate while the actual time to receive it is now well over 20 weeks. It is critical that Lens.com update their information online to honestly reflect the status of their rebate program. At the time of writing this, they have updated the status of my rebate as "mailing on or before 8-16". It is quite evident that this update came only as a response to my complaint here and there is no evidence that it would have ever shipped if this complaint was not filed. This is a repeat action from Lens.com in response to the complaints here. If they are able to fast track the rebate in response to the complaints, there should be some action that can be taken to resolve the customers concerns and frustrations long before this point. 1-Update the rebate lead time in your online information. 2-Give honest updates by email if lead times are not longer accurate for outstanding rebates. The tracker online is a complete psychological gimmick to pacify customers with no accuracy.

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

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