Lens.com
Reviews and Complaints

I've shopped many, many sites for my first delivery of my new contact lens prescription. This is by far the most straightforward experience I've had. I especially appreciate the ETA on delivery. Believe it or not, but this was the only site I came across that provides an exact date. Hopefully, I receive my order by that date, but this was a huge incentive to buy from lens.com

I have been ordering with you guys for a few years now... I've checked competitor pricing and you guys are the best and then offer a rebate. I have tried ordering from the doctor and they are more expensive and they only seem to offer rebates on the latest and greatest contacts. Sometimes you just like what you like and don't care about the new stuff. PLEASE KEEP OFFERING THESE!

The Acuvue Oasys is easier to clean than the B&L brand. Just put it in the cup with Opti-Free cleaner over night, then right back into my left eye each morning, not rubbing or anything else. This brand lasts longer, since there is no need to rub it in the case or in your palm, as this can damage the edges, and make the lens uncomfortable. Have been using the A-O for one year now.

I am amazed at the price. I compared it with two (2) other online stores and Lens.com offers the lowest price of exactly the same brand I am using. Also, the order process was smooth. The system is user-friendly. I can't wait for my contact lenses to come. Then on, I will share my opinion as to how the delivery was and most importantly, how good the lenses are when I wear them. If excellent, I will be recommending to families and friends.

First time using Lens.com. I knew that my prescription was out of the ordinary and the contacts that I ordered were not in stock... I thought "oh boy, here we go"! The contacts were here in just a few days... they gave a delivery date 4 days longer, but delivered early! YES! In these times, right now, it is such a relief to have someone ACTUALLY DELIVER and go ABOVE and BEYOND what is necessary without having ten excuses on why they can't... THANK YOU!

Thank you for having great deals that are easily available online so that people can see them and don't get screwed over by buying from places like Stanton Optical or any other places people go to get eye-sight supplies. I was given a "Deal" of paying $120 a box when going through the actual eye Dr's office. When I showed them your discount of $34.95 for the same exact contacts, the manager looked shocked and said I was lucky to find it and stopped trying to hassle me with getting contacts through them.

Started out shaky, but once I finally got in contact with a representative that had clue what was happening with my order. She fixed everything quick and easily. COVID is over, please fix your telephone response issues. I mean it took me 4 days to reach a competent representative.

COVID IS OVER, please stop using it as an excuse to not answer the phone or return calls in a reasonable amount of time. It took two days to reach the first representative. She had no clue and did not perform what she stated she would do. Then 2 more days to reach the next representative. She, lucky for ya'll, was knowledgeable and attentive. She expiditely fixed all issue as I remained on the phone. I was actually going to cancel my order, but she was extremely apoplectic and helpful.

When you go shopping online, there are tons of ways to get your discount/rebate. This website deliberately uses an outdated system.

First, you order online and pay the full price. Then, you have to wait for your contact lenses to arrive. Then manually send back the barcodes via (old fashioned) mail. Finally you must pray that your package will arrive and be processed on time. If they arrive at all! If not, you're always screwed and you can forget about your rebate. Also when your package is lost by courier like USPS, UPS or whatever. Too bad, that is basically what customer service says.

Companies like lens.com make it user-friendly for you to order on their website, and then deliberately make it hard for you to receive your discount/rebate. The contrast couldn't be greater. Let that sink in. Why else would you have to manually return these barcodes? Rebate systems can be very user-friendly, nowadays.

My advice is: please look for a company that already processed the discount into their prices, or where you will receive your discount digitally.

You shouldn't buy from companies that treat their customers like this.

Do not bother buying from these people, they're a mess! And do not believe all of those 5-star reviews on their site. What a joke! They MUST be fake, considering their complete incompetence and lack of professionalism, as well as low-quality, defective lenses. They actually have a B - and tons of complaints (71% negative) with the BBB, who is much more reliable than their own website, for sure! That's just 2.94 stars!

The "supervisors" are worse than the employees. One even blatantly LIED about calling me, as she had promised to do, and leaving a voicemail. 1. I had my phone with me at all times, and she did not call. 2. I had no missed calls. 3. My phone is not even set up to receive voicemails! (LIAR! BUSTED!).

Dealing with them was a complete nightmare, and I will NEVER buy from them again. Something that is quick, easy, efficient, and even pleasant with other companies is worse than surgery without anesthesia with them. HORRIBLE COMPANY! They reel you in with supposedly lower prices, but you pay for it big time with blood, sweat, tears, time, and aggravation. Keep those additional 10 years of life and don't deal with these people!

Plus, don't give them your credit card information, and if you already have... watch your account like a hawk, because I wouldn't trust them as far as I can throw them. I'll be filing a complaint with every agency that has anything to do with them as well. They should not be allowed to put customers through this hell.

I ordered a set of contacts based on the rebate offered in November 2022 when I received order early December, I filled out the rebate form, cut the boxes for proof of purchase and sent in for my rebate as of October 26 I have neither heard back from the company or received my rebate after filing a complaint with the BBB. The company claims I missed the deadline however, my documentation proves I did not they scammed me into ordering with the lore of a rebate they had no intention of honoring

They advertise nearly all of their products at a ridiculously low price per box, compared to other online and brick-and-mortar places. Once you place items in your cart, expecting to see the offered price on the items when preparing to check out, you will notice that the pricing is nearly double what they advertised, and actually it's much higher than the price they show on items BEFORE the rebate! This is because they add some sort of hidden processing fee / tax which cannot be / is not disclosed on the checkout screen. The first (and last!) time I ordered from these crooks, not noticing the exorbitant fee, i received the lenses about 2 weeks later, immediately sent in the rebate form exactly according to the instructions... and got nothing. Wrote to their (evidently non-existent) customer service, got ghosted. Whatever you do, DO NOT BUY FROM THIS ORGANIZATION! They are dishonest crooks.

I ordered lenses on September 18th 2023 and was told they were in stock and would ship out in 24 hours, a week later nothing came! I called and they told me they were on back order! I paid for expedited shipping but they never had them. I get an email on September 28th saying they shipped out. Here it is October 3rd and nothing! Very shady, lying to clients and charging them expedited shipping when they shipped standard 5 to 7 day! Never again

I just placed an order for some contacts over the phone. She couldn’t confirm my phone number in their system. I’ve asked them so many times to update their system. I couldn’t order them without speaking to someone because when I pull up my acct it’s got the wrong PERSCRIPTION on my acct. do they ever update the customers info. After I placed the order I get an email with the incorrect mailing/shipping address. Holy cow she even confirmed my address over the phone.

I had to call back and was on the phone for over an hour trying to get the shipping info corrected. I had to get a manager to correct it finally. Now o see a $105.96 processing fee! Oh my gosh what the heck is going on! I can’t deal with this company anymore. Need a new place to get contacts! They truly suck at providing any service to customers!

After reading the complaints on here I see why I should never order from them again!

Glad I found this site. 😊

Lens.com is a company I ordered from once before and had a very good experience. Not this time. On July 7, 2023, I submitted an order and paid $220 for 4 boxes of contacts. A bargain so I thought, because I would also get a $75 rebate. Again, so I thought. Imagine my surprise when I see I was charged $330 for my order due to a huge $120 processing fee. Apparently the 'submit order' button appears before the processing fee (which requires you to scroll down past the submit order so you don't see the additional fee.) It doesn't appear on the consumers invoice on their site, but somehow when you questions it, the Customer service people are able to produce an invoice showing the fee. They claim it is automatically added 'by the system' and they cannot refund any portion of it. The processing fee was more than 50% of my total purchase and in reading the complaints about them, they take so long to issue the $75 rebate that the expiration date is so close or past, rendering it useless as it is a visa gift card. These complaints date back to 2014 and nothing has changed. Below is the invoice AFTER the order was submitted.

Kim Lennon

774 Pleasant Street

Rochdale, MA 01542 United States

[protected]

Shipping Information

Kim Lennon

774 PLEASANT ST

ROCHDALE, MA [protected] United States

[protected]

Product and Prescription Information

Air Optix for Astigmatism (SKU: V20)

BC DIA Power Axis Cylinder Price Boxes Total Status

Right Eye 8.7 14.5 +0.50 100° -2.25 $55.04 4 $220.16 Shipped On 7/11/2023

Via Standard

Tracking #: 9274890326135602946635

Patient: Kim Lennon | Doctor: Alfred Bliss | Doctor Phone: [protected]

$75 Mail-In Rebate For Air Optix for Astigmatism

Mail Your Rebate Form

Rebate Center

Subtotal:

$323.12

Shipping:

$9.95

Total:

$333.07

Your order was sent by "Standard". Please allow 5-7 Business Days for delivery.

After printing off the rebate form and completing it with information that Lens.com already have. I then had to cut off codes from all eight boxes and attach to form. This took almost an hour to complete per their instructions. I then took pictures of everything since I was mailing all my proof of purchase back to a generic processing center. After many months of waiting I check only to find out they claim they never got the information. I spoke to representative who said they cannot do anything since my 90 days to file a claim had lapsed. I was told that it was probably "lost in the mail" I doubled the postage to ensure it would get there. The entire process is poor and sets each customer up for failure. All information need for the mfg rebate Lens.com already has without the customer having to send it all back in.

Do NOT order from Lens.com. They are deceptive with their prices. They pretend they are going to give you a rebate. Then, they continually say that they haven’t received it until the time expires for you to do it, not that you can do it again anyway. I have picture proof of the proof of purchase from all the boxes I ordered taped to the paper and they asked if I also took a picture of me mailing it, or had a tracking number. Of course they say it must have gotten lost even though everything else I Mail, always makes it to the destination. I got an email from Alcon saying I recently redeemed a rebate. I think they redeem them and keep the cash for themselves. The customer service agent, Dale, has worked there for a few months and says the company has issued a lot. He said all the supervisors with busy. I said with everyone complaining about rebates, he said no not all.Lol. I said oh so many people are calling and complaining about not getting the rebates. I wonder how much money they have stolen from customers. I have been on the phone for 30 min. I suspected they will never get me a supervisor.

In order to get competitive prices from them, you need to file a rebate form. I sent mine in the day the contacts were delivered and checked their site often to see of it was received. They had a message that said, due to Covid they were running behind (this was in 2023 so the message was bogus). After the 90 days had passed, I chatted with them and they 'opened' a complaint only to deny it. They are a COMPLETELY disreputable company. Order your contacts somewhere else that doesn't require a rebate in order to offer completive prices.

Purchased contact lenses on November 30th, 2022. Lenses were delivered promptly, although so far I am missing at least one contact in the order. The lens capsule was sealed and full of solution but when I opened it, there was no lens inside! I reached out to Lens.com but they said they cannot RMA a single contact lens. Fast forward to today, and I discover that Lens.com has not received my rebate form that I filled out and mailed to them a few days after receipt of the contact lenses. Talking with the support agent, I find out that there is NOTHING they can do, despite the BBB stating that many customers are having issues with rebates submitted around this time. Furthermore, the support agent actually blamed ME and insinuated that it was my mistake. Absolutely reprehensible behavior from a company such as this. Between the missing contact lens and the scammed rebate, this has turned me off of doing business with this company ever again.



I intended to purchase 4 boxes of contact lenses at $31.74 per box. They advertised $9.24 per box if I ordered 8 boxes, which would have been $73.92, instead of $253. 92. When I clicked "checkout" the total was$485.79! They added $213.92 in "tax & fees", which is an additional 85%.

I clicked the "chat 24/7" line and the rep did everything possible to avoid explaining what "fees" were, since tax would be no more than $22 in any state. I had to ask SIX TIMES, but he finally was forced to admit that "fees" were: "This includes calling your doctor on your behalf, doctor's fees since we need to verify your prescription, and handling and processing your order.

If the customer has a valid prescription, there is no need to call the doctor. Tax would have been $20 so the "rebate" which was applied to the order, tax and their undisclosed "fees" added 85% to the cost of the order. I told them that was fraud and they lost my business.

When I went to re-order my contacts at Lens.com I noticed advertised pricing and total cost didn't add up. I went to order my 8 boxes so I would get the $160 RB. Listed at $42.79 per box before RB (22.79 after RB) times the required 8 boxes = 342.32 ($182.32 after RB)plus $9.95 Shipping. This should make for a grand total of $352.27( before RB). At check out total came up as $566.19! Call Lens.com, spoke with a rep. I was told to go back to the shipping page, there they show a "Taxes & fees" of 213.92! Contacts are NOT taxable! They are a rip off company with miss leading and Illegal sales tactics. I've used them several times in the past and had not been charged these taxes & fees, I will no longer purchase from them and will tell others of my bad experience.

I placed an order back in July 2022. I have been waiting since then to receive my $85 rebate. I have called over a dozen times and I keep hearing things like "You Need to wait another month" or "Your rebate was mailed on this date", but I Never Received the Rebate. They even said that they would reissue my rebate a month ago, but I still have not received it. They also list this on their rebate page: "Notice: The service levels of our rebate vendors have been seriously impacted by global raw material supply chain delays. Rest assured you will receive your rebate.". This is not a valid excuse and is also not accurate in 2023. It isn't 2020 anymore and people are back working now. They are guilty of False Advertising by including the rebate amount in the price they claim you will pay.

Customer since 2014, but noticed a huge disparity in cost when initiating my most recent order. Without a rebate, they show $72.24 per 90-lens box of 1-day lenses. Buy 8 boxes and the price (after rebate) is shown as $35.99 and rebate as $290. Great. The next screen in the checkout asks you to confirm where you want the boxes sent with a 'continue' button below it. When you accidentally scroll below that, you see a blowout of the order, with a whopping $241.92 in taxes and fees that "are compensation for servicing your order". That's the only place they show the added taxes/fees. If you click 'continue' and approve where to send the boxes, you miss that, because the final checkout screen never shows that added charge in its summary of your order. ... This is deceptive. Reporting this to my state's attorney general He's very responsive to consumer stuff like this. ... Even the rebate is designed with multiple failure points: Instead of just offering an instant rebate at the point of sale, they introduce things that will prevent some customers from getting their rebate money. You have to download and print out a form; you have to submit the form by a deadline; you have to send in proof of purchase panels from the boxes (never mind that lens.com already has proof that you have the boxes); you then have to wait for your rebate card; when your rebate card arrives, it has an expiration date on its usage. And now, they've delayed sending out rebate cards by, in my case, more than 6 months, because of "supply chain issues" due to the pandemic. It's all BS, just a method for them to keep millions in customer dollars in their corporate bank accounts to invest and capture $$$ in interest instead of simply returning it to you promptly or immediately at the point of sale. ... I tried to remove my credit card from my account, but they don't even let you do that. You have to contact customer service, where you're told the only way to remove your credit card info is to have them cancel your account. Which I did. These practices are deceptive at a minimum, perhaps illegal if tested by a state attorney general.

This is the message received today from Lens.com:

"Thank you for your patience. I show that the rebate form for order [protected] is still processing but I see that it's in the final stage before being sent to the mailing department to be printed and mailed out. I also see that the form was received at the processing center on 8/1/2022 and they ask that we allow at least 20 plus weeks for processing and for them to get the card mailed out to you (12 weeks normal processing time plus approximately 8 additional weeks for the current backlog at the processing center). As soon as we receive the update that the card has been mailed we'll post that information to your rebate center for you so you'll know that the card is on its way."

It is now going on 24 weeks. Sounds like a scam to me.

I purchased contact lenses in August 2022 and sent rebate form with accompanying documents to receive $85 rebate. Waited until January 2023 to call and ask about status of rebate and rep said the original time to receive rebate was 12 weeks, but has now been extended an additional 6 weeks. I will follow up after January 30, to determine the status.

This is the 2nd time to have an issue with receiving a rebate from Lens.com. I considered the 1st time as a minor glitch and did not persue any further. It appears this company is operating under deceptive advertising practices and should not be trusted.

Could not return 4 boxes of contacts (three unopened boxes) because it was a few days past the "generous" 30 day return policy. The contacts were shipped out 10/28. I'm not sure when I received them but i just ran out of my old contacts and put the new ones in (12/13). I realized i had ordered the regular and not multifocal lenses. Called in 12/15 for a return or exchange and was denied because it was a few DAYS past the return policy. They told me that they could have helped if I would have asked them to call in the prescription. I told them that they DID call it in that they couldn't send the order until the prescription was varified. Supervisor admitted later that they called the Eye doctors office to verify prescription but couldn't get an answer so they just faxed them and sent the order to me anyway. Extremly disappointed in this company.

I just learned that they added a $50 fee for for processing on an $80 order. And the customer rep could not explain what the processing fee was for. What a ripoff!

Also, for my 1-day lenses, I received 90 of one lens, 30 of the other. Despite the fact that my order showed 1 box of each, I was told that one of the lenses only comes in 90/box, and I should have known that from their website.

I wll not be ordering from them again!

Order #[protected] dated 05/18/2022. This is about the 4th time I have filed a complaint . Where is my rebate? I ordered May 18, 2022 Item #C868640 20D+0075 (1 box) & Item #C868640 25N+0075 (3 boxes). I am entitled to $135.00 Rebate and have done everything required but still have not received my rebate. I just checked and the rebate has not been shipped. Please advise.

Pat S