Lens.com
Reviews and Complaints

I placed my order for contacts on December 21, 2021.I mailed the rebate form with documentation needed on January 4. I have attached a picture of the rebate form that I sent. I have yet to receive the rebate card. I have checked the rebate tracker. Tried calling and am unable to speak with a real person!

Ordered contact and processed the rebate 12/21/22. The fake rebate trackers says because of COVID there is a delay in processing the rebate. It is now 5/28/2022 and still haven't recieved the rebate. I think this is a LENS.com scam.

Like you I've used Lens.com several times in the past as their rebate discounts are what make their business stand out amongst the others. I always got my rebate card on time.

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I ordered my annual lens stockpile this year on 1/25/22 with Lens.com since they would be the cheapest option after application of an advertised mail-in rebate discount ($120), even with a deceptive and huge hidden processing fee tacked on at the end of the order ($80 added). The result is an overall competitor discount of around $30-40.

After the order goes through though, you are artificially delayed from processing a rebate for 3 weeks after purchase in hopes that you will forget, something they did not used to do. When you are finally able to download the form to submit the rebate you are told it will take up to 10 weeks to complete.

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Fast forward to 4 months later (5/26/22) and the rebate is still pending at the last step. It is clear that this delay is artificially propped up. Contacting their team gives you a generic covid blame response. Since I've only ever used Lens.com for their rebates, I will never use their business again while this customer manipulation scheme is allowed to continue. Avoid them if you want to keep your sanity.

My mother and I never received our rebates. This is not the first time.

We kept calling and we were told there were back ups. When i finally saw it was received and tracked they said that it was expired and they did not receive proof of purchase etc. They had all the information from your site and what was requested. I feel this is false advertising.

I was a customer for many many years. I also recommended so many people.

I never received any referral credits either. More false promises.

We are not going to purchase from you anymore and are sharing this experience with many many people.

It is not ok to take advantage of a Senior Citizen either. It is really a shame that we were treated this way after being loyal customers for years.

Basically customers are doing all the work uploading prescriptions etc. Then filling out rebates and printing forms with postage. The least you could do is follow through with your promise of rebate. Very disappointing!

I finally received my card after about four months. Tried to use it at the grocery store yesterday and it was rejected. I believe I activated it, but when I go to the website to check, it says activation failed. I tried to call the number on the back and all it says is “use the card wherever it is accepted” but gives no clue as to where that might be other than that you have to pay inside if you’re buying gas. The phone system gives no option to speak to a human. I will keep trying to use it, but am not reassured that I will be successful.

I placed an order with Lens.com on 04/03/2022. On 04/07/2022, I received an email notification that there was something wrong with the payment method for my order and it had been cancelled on their end. That same day (04/07/2022), I put in a new order. One day later on 04/08/2022, I received a confirmation email that the new order I had placed on 04/07/2022 had shipped. One day after that on 04/09/2022, I received a confirmation email that the old order I had placed on 04/03/2022 had also shipped, even though Lens.com had supposedly cancelled it. I checked my bank account and they had charged me for both orders and shipped both orders, even though, once again, they were supposed to have cancelled the first order. I called the customer service department, and on top of having to cancel a third duplicate order that I didn’t even know about until I called, they told me that since the old order already shipped I had to wait for it to show up in the mail and then ship it back as a return to get my money back. That’s really frustrating that the responsibility to resolve the issue falls on me when they’re the ones that made the mistake, but I still tried to do it according to their instructions. They said they would email me a shipping label, and they did, but when I went to go ship the parcel back the post office said the shipping label was invalid. The barcodes on it can’t be scanned and when they tried to enter the information manually it came up as invalid in their system. So I can’t even return the parcel to get my money back! This is extremely frustrating, as I need that money for important business expenses and my business may not even be able to get off of the ground if I can’t get that money back soon. At this point I’d rather be wearing glasses instead of contacts!

They used to have an honest rebate program. I believe they are using Covid as an excuse to stall or not pay rebates. They collect your payment and mail the lenses to you but then require proof you bought them which requires painstakingly snipping UPC codes off of each and every box. They will not accept a rebate application until 14 days after they shipped the lenses, and then they say they need 6 weeks after those two weeks to "process". Currently, they claim to be 6 weeks behind that first 8 weeks in processing due to Covid. It is clearly a scam. I bought lenses from them Dec 31, 2021. As of May 2, still no rebate.

My rebate form was received December 23rd I believe. It has been well beyond the stated rebate wait time and beyond the extended "covid" wait time. I have called, complained, and gotten nothing but a typical corporate response of wait a little longer. I have transcripts of my calls with customer service and they clearly state how long I've been waiting. It's not about the money, it's about lens.com promising me the rebate and me having to do hours of extra work to check up on it and still get nowhere.

Ordered contacts in Jan 2022 because of the rebate (it made it cheaper than other places). Mailed rebate form and 4 box ends as requested on Feb 3, 2022. Emailed (replied to email sent to me) customer service in March 2022 to follow up - no response to email. Called the first of April and the hold time was over 12 minutes. I did not have time to wait. Called again today April 25 2022 and was told they never received rebate and I was SOL. And the rebate expired on March 6 2022. The supervisor was condescending and just kept repeating over and over "you mailed it to late and we don't track rebates". How is mailing it over a month prior to the end date "too late?!" I asked several times to talk to the person over this supervisor and was told they do not take calls and she would not transfer me. She offered to have another supervisor (on same level as her - her words) to call me back and tell me the same info. I then went on chat and asked for corporates address and was given a PO Box. I asked again for thr physical address (as I wanted someone to sign for my letter I am going to send) and was given PO Box again and asked if I needed anything else.

Poor poor poor customer service. They act like they do not care at all about their customers. I am starting to believe this whole rebate thing is a scam. Seems most people never get them even when they do all of the steps to mail them in. And on that note, why in 2022 does a company want you to mail in rebate stuff. So odd. Guess it's easier to say "we never received it" if they make you mail it.

Placed order for 4 boxes of contact lenses. Completed Mail-In Rebate Form on November 15, 2021 and deposited in mail. Rebate promotion - $100 Lens.com Visa Prepaid Card. I check on the Lens.com Rebate Center monthly and same message - due to Covid, rebate times delayed. On-line Chat with representative on March 29, 2022 to locate $100 Visa Card. Was told it would be 8-10 additional weeks.

I ordered contact lens on 11/8/21 and have yet to receive the $50 rebate card they promised Today is 3/23/22. I called the Lens.com phone number and waited on hold over 10 minutes till Tabby answered the phone. She was of no help. She could only tell me what she was seeing on the web page and had no other ability to connect me to someone who could or research on her system. I am very disappointed in Lens.com at this point and will not order from them again.

I placed an order 15 weeks ago. Rebate was never delivered. Customer service is dismissive and will give me no details on when it will arrive. They state their website says 6+ weeks due to covid, but that is a new banner. It wasn’t there when I ordered! I have called, emailed, and did online chat for followup. They don’t care.

It has been stuck in the same phase for months…never being mailed.

They recently added an extra step in the rebate process where you now have to cut out SKUs from each box(so save all your boxes) but you wouldn’t know that because the form is not available to print until 14 days after order is shipped (reason I guess is they are hoping you forget). I throw the boxes out upon receipt as I consolidate them into one container.

I called Lens.com to find out what they would accept to be still eligible for the $120 rebate. So I cut out all the SKUs from the small boxes and sent out all required form over a week in advance of the deadline and they claimed 13 days later they still have not received the form therefore now it’s expired.

They set expiration dates for the customer...but it’s laughable because it took them 5 months to process/ship the gift card from the 2 other accounts I have for my daughters; although it says processed in 2 months. It’s okay for their failures to be delayed due to COVID as they state on their website…so maybe the USPS was also experiencing the same delay which they denounced? reason you claim the form was not received in time?

Hmm...seems a little bit hypocritical no? I'm taking my 3 accounts and business elsewhere.

Last thing is: Be transparent. Prices appear cheapest when first searching.

But when you get to the end, it's a different story. One more observation...On their website, all their reviews are perfect 5 stars, seriously? You really expect people to believe that? Comon!

Buyer beware!

I have a serious issue with Lens.com's advertised pricing. When you shop the lenses the price is listed (with the added caveat regarding additional taxes), HOWEVER, there is no mention of the sizeable fees until you go to checkout.

To me, this is false advertising and it should be addressed. If they have a clear notification that taxes are not included, they should be clear about added fees.

Hello,

1st of all my order was shipped wrong I got 2.25 instead of 2.5 then I called last Saturday to be corrected. Today I received an email letting me know that it was shipped yesterday but the receipt says 2.25 was shipped. So I called the 800 number I was on hold for 20 minutes, I opted to be called back. Talking to Susan she said she cannot find what was shipped and she asked the manger to help supervisor Jessica, another 20 minutes of waiting on hold. They both cannot find the email and the receipt, Finally the supervisor found out it was not shipped at all. Oh my goodness, this company is a mess, I asked to speak to the supervisor but she wont talk to me instead she said she is mailing it today which I doubt so much. My daughter has not have her contact lenses because of the miscommunication in your company. There is no way I will be using this company again. this company used to be reliable not anymore.

Since the price for contact lens ranges in the hundreds, I spent a lot of time on online price comparison. The way lens.com presented their pricing on line made all the other companies look like they're stealing from you. I didn't realize the truth about the actual price till after going through the payment process that the price difference was from a rebate in a form of a visa.

After going through the payment process on Nov 4th, 2021, I followed the instructions to claim the rebate. I was informed that it'll take 6 weeks to receive the rebate credit card in the mail from the website. I waited and waited and never received anything in the mail and totally forgot about it. Not in Feb, I tried to call the hotline and got a recording to view my order online for rebate details. Long behold the rebate expired in December 2021. I emailed and got a short email informing that they're fair and there's nothing to do about it. The site has a 100% satisfaction guarantee, it's all a front. Offering price reduction as a rebate is a scam to make you make a lesser wise purchase. I could have saved more money buying from a legit website. The waiting time they stated is so it passes the 90 day that you can dispute with your credit card.

I have called and chatted trying to get my credit of $93.98 from them but keep getting the run around. 3 times on the chat I was told a Superviosr would call. Nothing. They keep sending me copies of a credit memo but that does not show a credit to my CC and I have not gotten it. I returned 2 unopened boxes of contact Lens in Oct 2021 and never head anything. When I called in December the agent said she saw they had gotten them back but that the credit hadn't been issued. She said I would have it in 4 days. Well never got anything and called again and was told they had in fact given me the credit in October. I reviewed my CC and there is no credit. After all the calls and chats and getting no where I thought I would try it this way. Please send me the credit I am due. I'm also going to write a letter to them.

You don't just buy contacts at Lens.com but you get to play games as well. That's right they overcharge for the contacts and ask you to jump through various hoops in order to get the money back. It's a long process that is dragged out over many months. It's tiring, frustrating and in the end petty. If you have time to waste, I suppose it is an option. If not, find another provider.

I tried to 'chat' with a Representative at Lens.com to find out what this "Tax" fee was that now showed on my checkout subtotal information. This was new to us and we have purchased many times in the past. Literally NOBODY could tell me what this was for other than this:
13:47, Oct 25
Laura K: Any taxes that would be due from the your order to the appropriate entities such as state, local or federal government.
13:48, Oct 25
Kimberley : We do not have any of those.
I got this as a reply after she checked with a 'Supervisor':
Laura K: I apologize, this is a charge that cannot be taken off or changed.
I had not yet even ordered and was still trying to get the answer to my question regarding "What Taxes" they are talking about because we are in an Tax Exempt State. Here is what I got:
Laura K: There are taxes due ma'am, they are in one lump sum is the reason that I am unable to tell you what the breakdown is.
I was on this chat for well over a half an hour, apparently waiting for a Supervisor to help her...which never happened. She ended the chat with a have a nice day.

I tried to ask for a Supervisor's name but she would never give one. I repeated my same question over and over but I am pretty sure this poor Representative had no idea what to do. This company needs to be accountable for these representatives knowing what the charges actually are and at the very least, the initial supervisor should have known.

Contact lenses were ordered for my child over the phone in February of 2021. The bill received did not break out the $103 processing fee for an order of $107 in contacts. The processing fee did not include shipping fees. This was discovered when trying to tally the order for reimbursement by the child's father months later and the lens cost did not add up to the total. When contacting the company the only adjustment offered was a $7.95 shipping credit. The price of contacts was severely misrepresented due to the arbitrary and, per customer service, ever changing "processing fees".