Lens.com
Reviews and Complaints

I just got an IM from my CC company telling me what they really charged when they told me I would get the same price as last order.
I gave them a great review only to get a cold slap in the face and 200.00 extra in charges with something about a rebate and form.
There was no discussion about rebate or form and I always call it in.
They better pull the tape.

The phone representative SAMANTHA and CHRIS refused to let me speak to a manager. This looks like a very sketchy and shady business entity. I have concerns that this website is selling fraudulent lenses that can permanently damage the eyes. I would rather spend more money and order my lenses from somewhere else but won't risk buying it from this place. A Total Disservice.

I have ordered contact lenses from lens.com twice and twice they have gotten it wrong. The 2nd time with the order I even called to make sure they had the correct information and it was still wrong. The issue is the laid back lackadaisical approach toward the situation by customer representatives and the rude attitude from the supervisor, Amanda to be precise. They're accusatory when without listening and understanding what the customer is stating. The only reason I used lens.com is because it was $32.00 cheaper, but after tonight and talking over Amanda to be heard because she talks while you're talking, buying from lens.com it's not worth the stress. Thanks Amanda!

Once I learned they delivered fast I decided to order from them. I found lenses I needed and was promised they would be delivered within 7-8 business days.
2 weeks went by and I thought that maybe I should call and ask what happened. They said that my order was in processing, even though 2 weeks ago they said that the lenses would be sent pretty fast. I asked them to notify me of any updates. During 2 weeks there were no notifications, so I thought that I should call. And guess what? They canceled my order! Of course, they forgot about my request, so no one was going to call and let me know. Terrible company...

Lens.com has the absolute worst customer service... Hassle-free returns my ###! I called in January to get a RMA to send back contacts, then returned them... they had no record of my getting an RMA or returning the contacts... I have spoke to numerous people since January and get a different story from each person I speak to! Finally for a rep a week or so ago that said "yes" she could see in their system that they received my return, but can't tell what I returned or what happened to it. She said they they will go ahead & credit my account for 3 boxes of the 2 types of contacts I'd ordered and that I should see a credit in a day or two... So I call back the other day as there is still no credit, and of course got a different person who gave me a different story. They cannot credit me as they have no way to tell what I returned, they said they'll search the phone records for my original call (not sure why they never did the 10 previous times I called)... so they called me back this morning. They found my original call where I requested a RMA but they said "they have no record that I returned the order"... I said I just spoke to a rep last week and she confirmed that she could see my return was received. The rep said the tracking # in their system doesn't show a return (not sure why it did the other day)... so I did have a picture of the receipt for tracking on my phone, but have since changed phones & lost all of the pictures... so I can't tell them again what the tracking # is! Anyway even if they ever do refund me, it will be just a lens.com credit as I no longer have the credit card I used to place the original order and they won't apply the credit to another card... so I figure I am still out $$$ as I will NEVER by another thing from them! So I am currently on the phone with Lens.com and they just amazingly did find my return and seriously they will only credit my account... or the credit card that no longer exists! So now I have a credit from a company that I will NEVER make another purchase from! Oh and for my trouble they they gave me a courtesy credit of $7.95 for my shipping costs... such a generous gesture (Ha ha)!

Ordered 4 boxes of lens but after nearly one month I queried as to their whereabouts.
Sent many emails but have not had a response to any of them.

The high shipping cost should have included a tracking system. Insurance was also included in the cost but for what?

Very disappointed with this company and it seems that my order - if sent - is lost at my expense.

I placed an order on 06/07/11 for some contact lenses. I had checked the website and the information given was that on overseas delivery there was a 7-15 working days delivery period. I placed my order and a few minutes later realised that it would be best to have it sent to my work address. I then submitted a query requesting this to be changed and 48 hours later, I received an e-mail advising me that unfortunately it was too late to change the delivery address as my goods had already been sent to me. I requested a tracking number but was told that as it was posted from the American Post Office (Global Priority Mail), there is no tracking number which to trace delivery. It is now a month later an still no lenses has arrived. I have spent money making repeated calls to the international call centre and initially my first call was made 2 weeks ago when I was told that I would have to wait another week for delivery. I called again last week only to be told that I will have to wait 4 weeks for delivery. So, today I called again and was told that I have to wait 6 weeks for delivery. I am totally frustrated as I have been calling my local post office as well as the local customs office where goods are sometimes delivered to. I don't know what to do any more as I am not getting any satisfactory response from Lens.com. Please, please biycott this company and don't ever use them, they are a waste of time and energy.

They advertize full refund within 30 days. I opened the box and had 12 boxes of the wrong prescription---probably my fault...caled to return and get correct ones---really rude, incredibly not bright person was poised as a puppet--mouthpiece beside her kept telling her what to say, word by word, it was perfectly horrible as I was talking to a shadow and her echo, finally i yelled "can I please speak to one person? Bottom line, good luck trying to get a refund or replace ment . 12 boxes at $35.00 plus a piece is not a cheap order. Not to mention it took them 8 days to get them here. I will now have a battle on my hands but I will not give up. Not one contact lens ever left their shipping box. Rotten outfit, don't be fooled by their return promises. Go for any other contact place..

I ordered contact lenses on this site before with no problems. After receiving a new prescription from my doctor. I waited and waited for a shipping confirmation from LENS.COM. After no reponse from them, i finally called and was told they never received a confirmation on my script from my doctor. I called my doctor and they said they received no request. I called LENS.COM back again and was told the order was being processed since they received no word from my doctor. That's when the flag went up.

Two weeks after ordering, i finally receive the lenses. I finally had to change my lenses and they were TOTALLY wrong. I couldn't see a thing. I even had to put my regular glasses on in order to see anything.

I contacted LENS.COM and was told the lenses could not be replaced because the prescription was wrong. HELLO! They didn't bother to get a confirmation and proceeded with processing the order. These people have their heads where the sun don't shine. Now, I am out $112.00 for the purchase of lenses I CANNOT use. I WILL NEVER buy from them again.

I ordered a box of contact lens from the above company. First the delivery date I was promised did not happen. In fact, I received the contacts a week after the delivery date. Then they filled the wrong prescription.
After I called to get some solution, they apologize but told me I made the error which I didn't. They shipped the contacts out without even contacting my doctor to verify the prescription. They told me that since my doctor didn't respond, they sent it out anyway. No one from the doctors office recalled any communication from the company. Quite frankly, I'm stuck with a box of contacts I cant use. My hard earned dollar is in the trash and they simply do not care. By the way, when I called to complain about the delivery date since I did not receive the goods on time, I was told that I should pay for express shipping so that I can get them sooner.

Lens.com charges handling fees that it does not itemize, you have to click on a small * to see how much extra you are being charged for handling. An honest company would display this amount and not hide it.

I implore anyone who wants reliable service and a online provider of contact lens that they can count on to NOT GO WITH LENS.COM unless you want to be treated like dirt, ignored, and not even compensated in any reasonable fair way by the rape of what they call customer service. I ordered lenses on 11/7/2009, it is now 12/17/2009 and it still shows as processing. Their website says it should take a maximum of 10 days to get lenses from the manufacturer after which they will ship to you, this should take no longer then 15 days at the MAXIMUM, for you to get your lenses in the mail after you place the order online.

I contacted the manufacturer of these lenses and had a long conversation with someone in their distribution department and was assured that my prescription should have no problem being shipped by an online retailer, because it is readily available and would have been shipped from their end as soon as they got the order.

I ordered from Lensworld.com on 12/10/2009 and they shipped it out to me on 12/17/2009, a bit of a dichotemy compared to Lens.com isn't it?

Lens.com has approximately 20 employees, which perhaps is a reason why they lack so much in service and actually taking care of problems like this.

DO NOT DO BUSINESS WITH LENS.COM... DO NOT DO BUSINESS WITH LENS.COM... DO NOT DO BUSINESS WITH LENS.COM!

Their prices are pretty competetive and I promise you for a few extra dollars you will save much heartache and headache if you go with any other online provider.

I recently purchased 2 boxes of reading contacts at a price of 41 dollars. When they arrived I opened the box and put one in and it burned and hurt my eye. I went through three contacts in the box. I contacted lens.com to let them know that one of the boxes had damaged lenses. They said well thats because you have -250 not +250. I said that I would never have checked the boxes as I assumed that the prescription was correct and the contacts were damaged. I thought they would send 2 boxes immediately and that this would be resolved. I cannot believe they can send me any old prescription. They turned around and blamed me for not having put the + in the order. They said that they legally have 8 hours to FAX my Dr. and if they do not hear back they go ahead and send the order as is. (I have ordered from lens.com since 2007). They lens.com has my prescription on their files. My opthamalogist said they received the fax at 7pm, they are closed. So, after I sent the unopen box back to their company and called today after two weeks, they have no record of this. I am furious. I cannot believe they are in business. They can cause serious damage to people if they are sending out any old prescription that I put on my order. They should be alerted to check a prescription if it is not their typical script. I am going to contact the Attorney Generals office, and AOA.com. Please never order from this fraud of a company!

I had a experience where Lens.com had to order the contacts from the manufacturer and took forever to send them.

On August 10th, 2009, I placed an order with Lens.com and chose the standard shipping, expecting it to arrive within five to seven days.

The next day on August 11, 2009 Lens.com notified me that they had to order the lenses from the manufacturuer. That same day I sent an email follow up requesting that they upgrade the shipping free of charge since they would take the additional time to send me of cost. I thought that this would be an acceptable compromise solution.

On August 12, 2009, I received an email from Lens.com saying that they would not upgrade the shipping since they believed that they would be able to make the delivery within 10 business days. Specifically, they said: "I do apologize, we would not be able to upgrade the shipping free of charge since it is within the allotted time frame. It would have to be over the 10 business days before we could upgrade at no additional charge."

I was confused how they could make the delivery within 10 business days. So I followed up with an email asking how they could make the delivery given they needed to order from the manufacturer and then deliver it to me.

Then they finally gave a straight forward answer on the next day that said: " It can take 7-10 business days for us to receive them from the manufacturer and then 5-7 business days to reach you."

Basically, they admitted that under the best possible solution it would take at least 12 days for my contacts to arrive.

I called on August 17, to ask again that they upgrade the shipping. (I would have called earlier but work got int the way.) Again the refused to upgrade the shipping. But now they give a different reason saying that the order has been shipped and is on the delivery truck and would reach me by the end of the week. However, when I check online the order is still "processing."

They also say they have charged my card. A check with my credit card company does not reflect any charges yet.

So now I call them back and they say the charges should be reflected online before the end of the day and that I should receive an email confirmation that my order has been shipped.

I'm not sure what to believe from them. But I think I'll refuse the order when it arrives because of the poor customer service and purchase my contacts else where.

On June 12 I placed an order with them. At some point I called them to ask how long it has to process (it had already been a week!) and they told me it would ship the next day. I forgot about it and then I received an email from them on JUNE 25 stating that they were unable to get authorization from my credit card to bill me. I was glad because this was taking WAY too long. I called them on the 29th, and cancelled the order. I had not yet been billed and the item had not shipped out. They said the order was cancelled. On July 2 -- three days after cancelling the order-- they billed me for the item. I called to ask them why and they said someone neglected to notify the warehouse and tell them not to ship (that's their story). They said the item was shipped today (on the 2nd) and now I had to wait to get it then ship it back to them for a refund. Outrageous! And now I also have to pay shipping to send it back to them!

I contacted the company's CEO by email and filed a complaint with the BBB. The customer sales rep, Heather, was also very rude and talked over me and argued with me about the matter.

I left a message on a supposed supervisor's voicemail and did not hear back from them today.

This is a total scam. they did not have my permission to bill me, and I explicitly told them NOT to bill me and not to ship the item. They said OK then shipped it anyway.
I have called back several times to speak with a supervisor and there is never one available. Twice they would not even connect me to their voicemail. I would get disconnected or get a busy signal. This is unacceptable and smells like a SCAM.

As a side note, I ordered the same item (Acuvue 2 Colors) from Walgreens.com for $10 less and that item processed and shipped in 4 days.

I'm going to keep calling them and writing to the CEO. I have a feeling that the item didn't really ship out today. I didn't even receive an email confirmation that the item shipped. Based on other reviews, It seems like they often tell you an item is about to ship but then a week goes by and it doesn't. I'm going to call tomorrow and harp on the fact that I have not received confirmation that the item has shipped so how can they be sure it has shipped? Either way, it doesn't matter. I deserve a refund.

I just purchased some contact lenses from lens.com. I seldom check the totals on online purchases because the computer does no make a mistake when adding up line items. As I was checking on my order, I noticed that this computer did make a mistake of $10.40 in their favor. When I called customer service, I was told that it was a "handling fee". This fee is not disclosed as a line item on your invoice, but rather with a minute asterisk next to the subtotal line. When I pointed that out, I was told that the web person was trying to "fix" that.

These kinds of unethical practices give legitimate sellers on the internet a bad name.

I ordered contacts from Lens.com and when I recieved them in the mail I didn't notice until after I opened the box and put them in that they were not the right contacts. I called customer service to tell them they sent me the wrong contacts and they said that since I already opened the box that they couldn't do anything about it. They also lied to me about calling my doctor to verify the contacts because when I spoke to my doctor he said he never recieved a phone call or fax from them. I was very unsatisfied with the service I got and now I am stuck with contacts I can't use and do not have the right ones.

I forwarded this complaint to Lens.com and the Better Business Bureau on 2-4- 09:
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Attn: Lens.com - Jennifer Cole
Director of Customer Satisfaction:

I ordered 2 pair of contacts from your company on 1-12-09. Order # 926180.
When I received them from your company the 2 right lenses were not the correct eye prescription that my eye doctor had prescribed. I could not see out of them, everything was a blur in the right eye. I have my old pair from my eye doctor which work fine. The right lenses you sent me were not the same as my right lense from my eye doctor.

When I contacted your company, they said they would send replacements. Now, the right lense replacements that were sent (prescription is correct) are of vastly different color green than the left & right lenses sent originally.
I know this does not effect vision, however, the order is still not right. I ordered from your company expecting matching lenses with the correct prescription. Your web site states satisfaction guaranteed:

"At Lens.com we guarantee that you will receive the exact type and brand of contact lenses specified in your order and confirmed by your eye doctor's prescription. Each pair will arrive sealed in manufacturer's packaging or your entire purchase will be refunded. We also guarantee that all contact lenses will be delivered free of any manufacturer defects or we will replace them at no additional cost."

Also, the lenses sent were not sent in sealed manufacturer's packaging.

They came in throw away contact cases.

I have talked to your company reps. several times today (Nikki, Deanna, Makisha, Chelsea) trying to get through to Karen, the gas permeable supervisor.

Nikki told me that Karen was the supervisor, I was put through to Karen's voice mail and have left messages for her to call me back which she has not bothered to do.

For the record, you should know that your phone representatives were evasive, rude at times, and unhelpful.

Chelsea told me I must send the old lenses directly back to the lab and they will decide whether or not to replace them and that there is nothing more your company can or will do, very unprofessional to say the least.

Do you not stand behind your product?

You hire the lab, not me. I trusted your company to do this right and it is not right.

If your company (lab) had made the contacts correct the first time, this would never have happened.

All I wanted was 2 pair of Boston ES contacts that were the right prescription, color and type.

Please let me know what can be done to resolve this issue.

I have contacted my credit card company which was used to pay for the lenses and they have told me to try and resolve this with the merchant first (which I have been trying to do). Otherwise, they said to call them back and open a merchant transaction dispute claim and they will credit the account and take it up with your company directly.

I would be happy to send the lenses back as I told your reps. as long as I know I will get proper replacements, with the correct prescription, color and type (Boston ES).

My eyes are very important to me as they should be to everyone

I just want what I ordered: 2 pair of matching contacts.

Please let me know,

Thank you,

Michael Rush
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This company should be investigated for fraud (wrong prescriptions, selling recalled contacts, misleading advertising on their website, rude, unhelpful sales reps, etc...)

Look at all the complaints they have against them. Just go on the internet and type in 'Lens.com complaints'.

The Missouri Attorney General's office needs to investigate this company as this involves peoples eyesight, something that should be taken very seriously. I have filed a complaint with the attorney generals office as well.

PLEASE STAY AWAY FROM LENS.COM.
THEY ARE NOT TO BE TRUSTED!

Don't use these guys. Customer service is non-existent. I tried calling their 800 number over the weekend, and the person who answered sounded like they were answering their home phone and were upset by my call. They asked me to call back during the week.
Then, I checked my order more thoroughly and found that I was over charged for my contacts. They added a second "handling fee" into the merchandise sub-total!

I recommend using 1800contacts or ACLens. Their prices may seem higher, but in the long run, they're not.