Lens.com
reviews and complaints

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.

My lenses are missing en-route for 2 weeks now and no one seems to be able to tell me what happened to it or send a replacement order. I called customer service twice and all they can tell me is that the order has been shipped and they need to contact my local post office to see what happen. In the meantime, I am out of lenses. Although, the customer service agent I talked with is polite, she is not willing to do anything more than just telling me that there is nothing she can do. She can’t cancel the order because it already shipped and can’t send me a replacement order because the system won’t allow it. She won’t let me talk to her supervisor because there is no one there. This is the first and will be the last I order from Lens.com.

I fowarded 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

Do not buy from this company. They are dishonest and sleazy. They add a service charge in addition to shipping charges. It's ok for them to do this but the problem is you do not realize they are doing it. The service charge simply appears in the total. So for example, you buy two boxes of contacts at $25 each. You would expect the total to be $50 but it's not. Instead it's 6.5% higher. You may not realize this when placing the order and they don't tell you. They advertise low prices but then deceptively add on this 6.5% surcharge to unsuspecting customers. They have refused to change this deceptive practice and I'm surprised the State Attorney Generals have not caught on to this. I live in NH and have written to mine. Hope if you had a similar experience in your state you do the same.

This was a great experience. I had some problems reading my prescription but I called the customer service and was connected to a live human instantly! The customer service rep (Karen) was very friendly and knowledgeable she answered all of my questions and helped me placed my order. I also got an e-mail telling me that the order has shipped, which is very helpful if you live by yourself. I am very impressed with their service (not to mention all the money I saved) I already told my family and friends to order from lens.com

I ordered my lens on September 7th, and emailed them my RX. I will not receive them until October 7th I just found out. They were not shipped out until Sept. 29th, claiming they were on back order. I ordered my husbands lens through lensdiscounters.com and had his in 8 days from the day of order. I call Lens.com to complain and they really don't give a crap. It is just the way it is, they say. Ok, so I wish I had read this first. BUYER BEWARE

Lens.com charges a 6.5% handling fee on top of their other stuff. This is not shown online, you only see the charge once the order has been delivered to you. I called the customer service rep and asked about it and all she said was that they disclose it during the order process. I went back through to find out when they disclose the charge and couldn't find it. What they do is show the contacts charge, subtrack out any coupon codes you have and then they give you a subtotal. This subtotal has the 6.5% charge added in but it never tells you that. It has an "*" next to it, but there is no place during the complete order process where they tell you what the "*" means! Ahhhh. It just bugs me.

Lens.com is not an honest seller. I will not do business with them. They gave out fake coupon codes to trick people to order from them. When you enter the coupon code, the shopping cart shows the coupon is accepted and shows the amount of the discount, but when you pay attention, you’ll realize the discount is not reflected in the total amount due at the end. So you thought you got a discount, but actually you DON’TI tried different coupon codes and same thing happened. ! Can’t believe they are using this kind of scam to trick their customers. Isn’t that too low? I contacted their customer service twice by email, but have never gotten any response. I am glad I found out the issue before placing my order. Lens.com is a scam! And I’ve heard different things about how they are dishonest with their customers. Beware! I will never do business with them!

I placed a order with them .7 days later I sent a email asking about my order only to be told that it was backed ordered and could take 7 to 10 days. The website says that Lens.com have great customer service, are fast, conventent and easy.I think that these statements misled me to use their service.
Nothing about my order falls in line with those statements.
I purchased my contacts from a different seller www.coastalcontacts.com and received them in 3 days.

On 11/17/2007, I ordered Toric lenses from LENS.COM - their website states great customer service. In MID DECEMBER, I called because I had not received the contacts or any e-mail or information on the status of my order. When I called, I was told that the Toric lenses take longer - understandable - but they should be done processing by the end of the week. Christmas went by - New Years went by - still no contacts. I called again the first week of JANUARY, and was told again that the Toric lenses take longer. I asked where on the website does it state that it can take up to 7 WEEKS for my order to be filled. I was told that I would be sent some information - I never received anything.

Today, I called AGAIN to check the status of my contacts (I've been wearing the same set for 9 weeks now), and was told the same thing...Toric lenses can take longer. When I asked the same question again - where on your website does it state that - I started receiving an ATTITUDE from the rep. I then asked when can I expect my lenses, why is it taking so long, and that I needed this information so I can make a judgment call on whether I was going to cancel my order and order from someone else, or just wait. She said that the lenses are non-refundable, and the order can not be canceled. That's when I wanted to verify with her that although the website touts GREAT CUSTOMER SERVICE, when things go wrong like my order, the customer just has to suffer. THEN, SHE SAID SHE HAD ENOUGH OF THIS AND HUNG UP ON ME MID-SENTENCE! I've NEVER had to deal with this type of company - and I never will do business with them again. I've followed everything that they requested, but got the run-around then hung up on. If you like to deal with problem, unprofessional companies, then LENS.COM is for you - otherwise, I suggest you order from someone else.

ps. After calling back and asking for a supervisor, I actually got someone who SAID she was going to check the delay and get my contacts out ASAP - we'll see about that. But she didn't seem surprised when I told her of the reps actions - I guess they are just 'used to it'.

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.

On 5/16 I ordered lenses. On 5/21/08 I called them and canceled the order. It did show as canceled. On 5/29/08 I recd an email telling me the order was hipped. I was charged $255.51 for the lenses and 2 overdraft fees of $35.00 each because themoney wasn't in there. I've been going back and forth with them since. They say they will refund everything ASAP but my bank is showing as a foreign bank (its not) I told them they had no trouble making an unauthoruized charge to my account. Still isn't settled. Had to file complaints with my bank and the BBB. They won't let me speak to a manager and return phone calls.

I am having the the most difficult time in obtaining my contact lenses. I paid a Fed-ex charge twice. First it took a week to receive them, the wrong prescription. I had to pay a Fed-ex price again and am now waiting over another week and they so far are unable to give me a tracking number or information as to the status of my order. And they refuse to give me a refund. They are both incompetant and have poor service.

I ordered contact lenses and paid a premium so they would be delivered quicker. That was a month ago - they have still not arrived and there has been no response to the 3 emails I have sent them. I finally phoned to find out what was happening with my order. The very abrupt sales rep was unhelpful and did not resolve the problem. I'm really frustrated with Lens.com as they won't reply to my emails.