Complaint Rating:

Company information:
Lens.com
United States
Phone: 1-800-lenscom
www.lens.com

I had a very similar experience as the other complaints. First my order was canceled without being informed as there was a typo in the prescription numbers. I only discovered it was canceled after logging in to check on the status. My doctor’s office called lens.com to clarify the issue and said the representative was extremely rude. I was then told that it would take 5 business days to process. After about 7 business days I called and emailed and was not called back. I finally was able to speak to a manager after insisting and holding on the phone for a while (they will not return calls, so had to hold) and was informed that it would take 7-10 business days. After 13 business days and my order still in “processing” I canceled my order. After I canceled on the phone, I checked on line, and the order was not canceled, so I had to call back.

I found that Costco provided the same price per box, no shipping charges, and would overnight my order. I too wish I had read posts about their horrible service. I honestly think they either wait to purchase large orders so customers have to wait until they have enough customers for a large bulk order, or that they are sourcing from overseas. I will NEVER do business with them again and will spread the word about their lack of customer service.