Complaints

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

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• 

  Lens.com, Inc.

  PO Box 27740 Las Vegas, NV 89126-7740

• 

  Lens.com

  3016 Georgia St Louisiana, MO 63353

• 

  Lens.Com

  PO Box 1728 Augusta, GA 30903

• 

  Lens.com

  PO Box 366 Louisiana, MO 63353

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.

• Initial Complaint

  Date:06/05/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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.

  Rebate has not been received from an order I placed on 2/27/23. **************** states that the rebate was processed on 3/27, but it takes them a long time to send them out. Same lie every time I call. It is now the 5th of June, and no rebate.

  Business Response

  Date: 06/12/2023

  We have reviewed the customer's account and reached out to the rebate center about this rebate. The rebate center has advised that this rebate will mail on or before 6/23/2023. They also advise to please allow 30 calendar days, from the date the card is mailed out, for the card to be delivered to the customer. Although, it is usually received sooner than that. We like to advise the customer that the rebate comes in a plain white envelope so that it is not mistaken for junk mail.
  
  

  Customer Answer

  Date: 06/13/2023

   
  Complaint: 20143840
  
  I am rejecting this response because:
  Lens.com has done this to thousands of customers. They've lied to me numerous times and they are lying now, as I'm sure BBB knows. I'm certain they have no intention of issuing my promised rabate.

  Im now contacting law enforcement. What they are doing is illegal.
  Sincerely,
  
  ***********************

  Business Response

  Date: 06/27/2023

  This rebate card was mailed on 6/14/2023. We ask that the customer allow up to 30 days to receive it, although it usually arrives sooner than that. After 30 days if they still have not received the card, we can request a re-issue of the card for the customer.

   

  Customer Answer

  Date: 06/27/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:06/05/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 is advertising with a bait and switch scam. They offer a low price on contact lenses and then hide excessive fees in their tax and fees line. I almost clicked order and missed the fees. The presented price was $123.92 + $9.95 shipping after a $160 rebate. The check out page price was $315.79. The check out page does not show a line item of the $181.92 tax and fees.

  Business Response

  Date: 06/05/2023

  Our rebate is a mail in rebate, so the after-rebate total of $315.79 is not the checkout price, since they have to mail in the rebate form. The "total" of $475.79, that can be seen in the screen shot provided, is the price of the order. The $315.79 is what the order costs after the customer gets the rebate money back. Also, the fees are shown in the screen shot provided, as well. 

  Taxes are tax recovery charges for tax obligations where applicable and the fees are compensation for servicing your order. The breakdown of all charges is itemized on the Shipping Information page of the order when checking out. Depending on the device they are using to place the order, they may need to scroll down the page to see all the details associated with the order.
  
  Other sites pack all their costs into the per-box price. We don't. We keep our per-box price as low as possible. We cover our costs and overheads in the processing fee rather than hiding them. With us, the amounts the customer pays are lower, even with the processing fee. This fee is on all of our orders and is not refundable. It is also subject to increase and decrease as the cost of operation changes.
  
  

  Customer Answer

  Date: 06/07/2023

   
  Complaint: 20139668
  
  I am rejecting this response because: The retailer attempted to state that their bait and switch was in the customer's best interest, "With us, the amounts the customer pays are lower, even with the processing fee. This fee is on all of our orders and is not refundable." The first statement, "the amounts the customer pays are lower" is completely false. I have placed an order at ****************************************************** and the price per box was lower. The retailers second statement, "This fee (processing fee) is not refundable", should be alarming to all customers. Most sites will provide a full refund. This retailer plans to keep their processing fee and not refund it if the order was returned. It is obvious to all that the rebate combined with a very large processing fee is designed to confuse the customer into not realizing that their actual cost per box more than doubled compared to the advertised per box price.
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 06/08/2023

  Just to be clear, If a customer returns their full order with-in the return policy, we do give a full refund. The last order we see from this customer is from 2017. The shipping information page contains all the information the customer is requesting, they just may need to scroll down to see it. 

• Initial Complaint

  Date:05/31/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  Hidden tax recovery fee for my contact lenses of $65 dollars. This fee was not posted until I paid for the lenses. I chatted with a rep...but they could do nothing to help. Had to call the company. Then surprise I was on hold for 40 minutes and gave up. I ordered the lenses , saw the price and tried to cancel my order online. No such option.

  Business Response

  Date: 05/31/2023

  Taxes are tax recovery charges for tax obligations where applicable and the fees are compensation for servicing your order. The breakdown of all charges is itemized on the Shipping Information page of the order when checking out. Depending on the device they are using to place the order, they may need to scroll down the page to see all the details associated with the order.
  
  Other sites pack all their costs into the per-box price. We don't. We keep our per-box price as low as possible. We cover our costs and overheads in the processing fee rather than hiding them. With us, the amounts the customer pays are lower, even with the processing fee. This fee is on all of our orders and is not refundable. It is also subject to increase and decrease as the cost of operation changes.
  
  

  Customer Answer

  Date: 06/01/2023

   
  Complaint: 20126007
  
  I am rejecting this response because they don't notify you of the cost of the recovery tax until after you pay. 
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 06/05/2023

  The breakdown of all charges is itemized on the Shipping Information page of the order when checking out. Depending on the device they are using to place the order, they may need to scroll down the page to see all the details associated with the order.

• Initial Complaint

  Date:05/25/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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.

  Hi BBB, I ordered contacts from Lens.com in January. It is now May 25th and, although I have contacted the company three separate times, I still have not received my rebate--I think the website's promised refund might be fraudulent. At the very least they do not process the claim unless you follow up directly through their customer chat on their website.

  Business Response

  Date: 05/26/2023

  We have reviewed the account for the customer and see that they have requested a re-issue of the rebate card to a new address. The Original card was mailed out on 5/10/23 to an old address. We have reached out to the rebate center and they advised that they have re-issued the rebate card to the new address provided by the customer. They ask that the customer allows **** business days for the card to be mailed. The card will be delivered via **** First Class Mail; however, delivery time may vary. We recommend allowing up to ******************************************************* most cases, it is received sooner than that.  We like to advise the customer that the rebate comes in a plain white envelope so that it is not mistaken for junk mail.

  Customer Answer

  Date: 05/26/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:05/12/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  In January 2023 I purchased contact lenses from Lens.com due to their offer of a $220 rebate. It was stated the rebate would take 12 weeks to receive in gift card form from the date rebate form is submitted. They received my rebate submission on 2/07/23. When I checked my rebate status rebate has still not been mailed. I called Lens.com and the representative told me it will take another 6-8 weeks. That is unacceptable. I want them to keep their end of the agreement and mail me my rebate card.

  Business Response

  Date: 05/25/2023

  We have reviewed the customer's account and reached out to the rebate center about this rebate. The rebate center has advised that this rebate will mail on or before 6/2/2023. They also advise to please allow 30 calendar days, from the date the card is mailed out, for the card to be delivered to the customer. Although, it is usually received sooner than that. We like to advise the customer that the rebate comes in a plain white envelope so that it is not mistaken for junk mail.
  
  

• Initial Complaint

  Date:05/09/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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.

  Ordered a years worth of contacts from Lens.com based on them being in stock and the $180 rebate available making them the best price I saw on line at the time. Ordered on December 2, 2022 with a date of December 13 - 15, 2022 for delivery. The contacts did not arrive until January 5, 2023, I processed the rebate as soon as I received the contacts but as of today, May 9, 2023, I still have not received my rebate. I contacted customer service and they verified my address for my rebate (contacts were shipped to a winter address) and said the rebate was being processed.

  Business Response

  Date: 05/19/2023

  We have reviewed the customer's account and the rebate card mailed out on 5/10/2023. The rebate center advises to allow 30 calendar days for the card to be delivered to the customer. Although, it is usually received sooner than that. We like to advise the customer that the rebate comes in a plain white envelope so that it is not mistaken for junk mail. If they do not receive the card, after 30 days the customer can reach out to ** at ************ and we will be happy to assist in requesting a re-issue of the rebate card.
  
  

  Customer Answer

  Date: 05/19/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:05/08/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 my order for contacts on 4/18/2023. I input my prescription information myself into the website form and uploaded my prescription as directed. I got confirmation that my RX information had been added to my order. I received my lenses on 5/1/2023. I checked the boxes to the packing slip and everything matched. However when I went to wear them I noticed the strength in one eye was terrible. It turns out that Lens.com changed my prescription and therefore sent me completely wrong lenses. Even though the boxes were opened, I expect the company to take responsibility for the big mistake that they made by changing my prescription. Lens.com is accepting NO responsibility and won't allow a return of the contacts or any sort of credit to be put towards the correct lenses. Again, this is fully their mistake as they altered my prescription.

  Business Response

  Date: 05/19/2023

  Our return policy states that we only take back unopened, unmarked, and unexpired boxes. Also, we have a warning message on the packing slip with the lenses when they arrive, warning the customer to check the ********************** and make sure they are correct before they open the boxes, because they cannot be returned once they are opened. We will gladly accept back any unopen boxes the customer still has. 

  Customer Answer

  Date: 05/19/2023

   
  Complaint: 20032822
  
  I am rejecting this response because:

  I understand the need to check the prescription however for them to accept zero responsibility or ownership or offer any help for them having changed my prescription and therefore sending the incorrect lenses is awful practice. The packing slip matched the boxes so it is very easy to assume the information I entered on their website was followed. Bottom line is their agents who "checked" my prescription made a HUGE mistake and they don't care.  If the packing slip didn't match the boxes which I checked against, I would accept this answer. Again, this company made the mistake and altered my prescription. This is their fault and they don't care. 

  
  Sincerely,
  
  ***************************

  Business Response

  Date: 05/23/2023

  As a one-time curtesy we will accept the return since we made the mistake of entering the wrong numbers on the order. We ask that the customer please checks the parameters carefully, before opening the boxes, in the future. We will have a member of leadership reach out to the customer as soon as possible to resolve this issue. 

• Initial Complaint

  Date:05/08/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  This complaint is regarding lens.com and their rebate process. They advertise it takes 12+ weeks to receive a rebate, yet they have taken 6+ months on average. Additionally, I sent a rebate form into the organization and they declared they didnt not receive the rebate and are refusing to work with me to determine what occurred. They state if they do not receive something in their end in 3 months, the rebate expires, yet they are consistently late on their end with no repercussions.

  Business Response

  Date: 05/08/2023

  The most recent order I see for the customer has a rebate on the order that mailed out on 11/25/2022. We received the rebate form on 6/30/2022 and it was approved 7/13/2022. We sincerely apologize, at that time we were experiencing delays and it was taking 20+ weeks sometimes to get the rebates delivered. If there is a recent order that the customer would like to address, we ask that they please provide information specific to that order.

• Initial Complaint

  Date:05/03/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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 a year of contacts for just over $300 with a $135 dollar rebate back in December of 2022. ( order **********) I cut the *** codes off the boxes the week I received my order and send in the rebate form asap. I waited almost a month then chatted in with Lens.com. They said they didnt receive my rebate form yet and to hurry up before the offer expired. Fast forward a month and the rebate was accepted and approved and send to the **** processor which is where it has been for over 5 weeks. We are now 4 months in an my rebate is still Card Fulfillment by **** Card Processor and no updates. All the website reviews say, how rebates came fast and the cards work. Now I can clearly see that the whole rebate set up is a scam with fake reviews.

  Business Response

  Date: 05/30/2023

  We have reviewed the customer's account and reached out to the rebate center about this rebate. The rebate center has advised that this rebate will mail on or before 6/9/2023. They also advise to please allow 30 calendar days, from the date the card is mailed out, for the card to be delivered to the customer. Although, it is usually received sooner than that. We like to advise the customer that the rebate comes in a plain white envelope so that it is not mistaken for junk mail.
  
  

  Customer Answer

  Date: 05/30/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:05/02/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 a one-year supply of contacts from Lens.com which were delivered in January of this year. The lenses include a rebate which I submitted on 1/27 via US mail. Their site had a message on it indicating they were backed up due to Covid, but don't worry rebates are being processed. I used their chat feature at the end of April and was told my rebate period had expired. I uploaded a scanned copy of the form with proof of purchase as I suspected the rebate was a scam since they should just offer the contacts at the price with the 'rebate' applied.

  Business Response

  Date: 05/04/2023

  The rebate terms and conditions states: We offer a generous 3-month (12 week) window from your order shipped date for you to submit your rebate. Offer not valid with any other sponsored rebates, offers or promotions. Offer good on orders shipped within the U.S. and ***********. Void where prohibited or restricted by law. Allow at least 12 weeks for processing from the time we receive your rebate form. No P.O Boxes (except for residents of ************ and where required by law). All Rebate Forms must be mailed using ***** Lens.com and/or the ************* is not responsible for lost, damaged, misdirected or delayed transit mail or illegal entries. These terms and conditions are also stated on the rebate form, that the customer prints off and returns with the proof of purchase, with their signature on it agreeing to them. 
  
  
  

  Customer Answer

  Date: 05/04/2023

   
  Complaint: 20008253
  
  I am rejecting this response because its impossible to prove they didn't receive the mailing.  If they were a reputable company, they would provide a means to upload the forms (you have to download them) so that's completely reasonable.  
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 05/04/2023

  We appreciate your feedback, yet we have to follow the terms and conditions. Our rebate program is automated and designed to provide all our customers with an equal opportunity to save money on their contact lenses. 
  To ensure the integrity of the program we treat all customers equally. As such we cannot make exceptions to the rebate redemption procedures.