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order/Shipping
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.
The complaint has been investigated and resolved to the customer’s satisfaction.
wrong contact prescription & color
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
The complaint has been investigated and resolved to the customer’s satisfaction.
dishonesty
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.
The complaint has been investigated and resolved to the customer’s satisfaction.
Bad service
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
The complaint has been investigated and resolved to the customer’s satisfaction.
What aggravation! I originally ordered on 1/8 - the web site said product was in stock and usually ships same day. The order didn't ship until 1/20, because, I found out, they had to order my contacts from the manufacturer. 1st strike. Then my order does not arrive and I begin an arduous process of tracking it. Their website tracking drops off after FedEx "Smart Post" gives it to the post office. FedEx claims giving it to the Post Office, USPS claims they do not have package. So I contact Lens.com and they say the package is lost. They will issue a refund or re-order, but because of the value of my package, I have to wait 30 days before doing that! I'm in limbo. Can't re-order with them or anyone else, because if the package somehow shows up then I'll have double the order. 2nd Strike.
So now a month and a half into this ordeal, Feb 20th, I call the company and they give me a refund. They say if I want to re-order, they will send what they DO have in stock (9 boxes out of my order of 12) TODAY, and they will ship it FedEx 2-Day. Silly me, desperate for these lenses, I think it's the best option I have and I go ahead. Thinking, surely the first problems were a fluke, they would make sure to get it right this time. One week later, still no lenses. I called them and they said 7 boxes (not 9) shipped on the 23rd (not the 20th) via regular mail (not FedEx 2 day!). Unbelievable. (I wonder if I will ever get these lenses...) Strike 3.
Buyer beware! I will never order from this company again. (I heard from a friend that 1-800-contacts is good... but I will definitely check reviews before ordering contacts online again.
hmm, why would someone come on a complaints board to praise a company? Smells like another SCAM by lens.com.
Sorry Service
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
extra charges
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.
I ordered 4 boxes on contacts on 4/26/2013. The only reason I bought from them was because I purchased a Groupon (expired now). The website will not let you use more than one promotion code and considered groupon as a coupon code, which takes off any other discount. Also, they charge a large service fee, and they are misleading about their price match guarantee. They DO NOT match other online retailers. (which I why I bought the groupon in the 1st place). I called to place my order and they let me use the $5 off and free S & H (not processing). I am hoping my contacts are not backordered like I have read. The girl on the phone seemed like she did not know what she was doing and not professional
Summary - Service fee, considers groupon as a coupon code, do not price match
Do NOT buy on lens.com
fake coupon code, dishonest, no customer service
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!
misleading facts on web site
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.
Rude service
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'.
The complaint has been investigated and resolved to the customer’s satisfaction.
I orderded contacs and had to send prescription. I did receive them. Ordered again a month later and was told my prescription was no good. Still had 9 months remaining.
No delivery and poor service
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.
Lens.com is a HORRIBLE place to do business. They lost my order and now refuse to provide me with a refund. I hope non one has to waste the time and money on Lens.com that I have gone through. The customer representatives were terribly rude as well and would say they would call back and NEVER do so.
I am as well going through an extremely stressful time receiving my product form this company lens.com. The level of customer service provided by the attendants picking up the phone is Egregious to say the least. No one is willing to help No one cares. I have also sent communication to the CEO Cary Samourkachian regarding my awful experience. I have been told that my product was delivered but when I ask where to they cannot confirm. When I ask who signed for it, they cannot confirm. My attempts to inquire on the tracking number provided to me by Lens.com result in this response "Delivery Information Not Available" which means that number is non existent in the USPS database which means the product was never shipped? To say I am angry is an excessive understatement, words really can not describe my feeling at this time. This company has scammed me out of my money and this behavior is offensive, inappropriate and should not be tolerated by anyone. I will be contact the Better Business Bureau and placing a complaint against Lens.com. A company like this should Not be allowed to continue doing business!
I have had a similar issue with this company and posted a reply to anothers post, but I wanted to share part of that post with you.
I received a call yesterday morning (o9/02) from Karen, Customer Service Supervisor for Lens.com, Inc... I believe what made them step up their effort to clear this matter was that I sent an email on 09/01 to the CEO & Owner of Lens.com, Inc. himself and CC copied that letter to the Customer Service department for Lens.com, Inc.
I told them that I had confirmed with the post office, in an email reply back to them that the package was being "return to sender". And that I would update the complaint to the BBB and State Atty Generals Office for Missouri, but that I would not drop the complaint against them at this time.
I thought of your situation and the others that I have found in my research for complaints against this company. This information may be of assistance to you, to settle your dispute with them. I'm copying and pasting the names of the CEO with his direct Email address, and two of the physical street addresses I found for this company below. I am also checking into seeing if a Class Action Lawsuit can be filed against this company, so that no one else will have to go through this with this company.
I did not receive an overdraft charge to my account, some others, but living on just unemployment for now, and having your money for gas, groceries or whatever taken from you accounts is not good for anyone. So if you or anyone else who has had a problem with this company would like see about having a Class Action Lawsuit Filed against them just let me know. I can be emailed directly at: natesdesigns@yahoo.com
The Names and Addresses to contact... (hope it helps you)...
Cary Samourkachian, CEO
Lens.com, Inc.
P.O. Box 27740 Las Vegas, NY 89126
Cary@Samourkachian.com
also located at:
Lens. com
301 Sonoco Dr
Louisiana, MO 63353
&
2800 N Lake Shore Dr, Chicago, Illinois
Partners for Lens.com Inc & (aka: Just Lens):
Adam Verner
Nicolas Fuller
unauthorized charges
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.
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!
Hi Tina;
I have an update since I last commented on your post. I received a call yesterday morning (o9/02) from Karen, Customer Service Supervisor for Lens.com, Inc. She left a voice message on my phone that she had contacted my local post office and confirmed the package had been delivered there, and for them to return it. She said she was going to credit my account back for the money they took out. She said that the postal clerk said, I needed to go come in to confirm with them that I had indeed refused the package, and they were to send it back. They are next door to me and know me well, so I did. As of today though I still have not seen the funds credited back to my account. But, I believe what made them step up their effort to clear this matter was that I sent an email on 09/01 to the CEO & Owner of Lens.com, Inc. himself and CC copied that letter to the Customer Service department for Lens.com, Inc.
I told them that I had confirmed with the post office, in an email reply back to them that the package was being "return to sender". And that I would update the complaint to the BBB and State Atty Generals Office for Missouri, but that I would not drop the complaint at this time.
I thought of your situation and the others that I have found in my research for complaints against this company. This information may be of assistance to you, to settle your dispute with them. I'm copying and pasting the names of the CEO with his direct Email address, and two of the physical street addresses I found for this company below. I am also checking into seeing if a Class Action Lawsuit can be filed against this company, so that no one else will have to go through this with this company.
I did not receive an overdraft charge to my account, like you and some others, but living on just unemployment for now, and having your money for gas, groceries or whatever taken from you accounts is not good for anyone. So if you or anyone else who has had a problem with this company would like see about having a Class Action Lawsuit Filed against them just let me know. I can be emailed directly at: natesdesigns@yahoo.com
The Names and Addresses to contact... (hope it helps you)...
Cary Samourkachian, CEO
Lens.com, Inc.
P.O. Box 27740 Las Vegas, NY 89126
Cary@Samourkachian.com
also located at:
Lens. com
301 Sonoco Dr
Louisiana, MO 63353
&
2800 N Lake Shore Dr, Chicago, Illinois
Partners for Lens.com Inc & (aka: Just Lens):
Adam Verner
Nicolas Fuller
They have done the same thing to me. I've had to file complaints with about every department that I can think of. I wish I had learned of the report on BBB earlier. Now like you I am trying to get my money back. I've filed a dispute report with my bank, who had just replaced the funds earlier, but Lens.com re-sent their charge to remove the money again. My biggest question though is... if the BBB, and the State Attorney Generals office of Missouri knows of these problems with this company, why are they still in business?
Ordered contacts from Lens.com when they were advertising a rebate for contacts. When I received the contacts after purchasing them, the rebate was expired.
Unable to receive my contact lenses
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.
No lenses - no response from customer service reps!
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.
False warranty and rude service!
Rude and derogatory customer service. They do not respect legitimate complaints and do not follow their stated guarantee. "We also guarantee that all contact lenses will be delivered free of any manufacturer defects or we will replace them at no additional cost." I was rudely advised that something was wrong with my eye when I advised them of some defective lenses. My optometrist confirmed that my eyes were healthy and the lens.com supplied lenses were defective. They refused to provide a refund and I was told by their representative that in the 10 years of service she's given she's never heard of a partial packet of lenses being defective... they also didn't bother answering my initial email, so if you have a problem you'll need to call them for service.
On 11/17/2017, 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'.
Dishonesty and unreliable/rude service
I placed my order through the internet on June 11, 06, I faxed the Rx to their 1-877 number the next day. Two days later I called them wanted to make sure my Rx had been taken care of and the order was being processed. I was told by the rep that the lenses that I order was in back order status and it would take about 2 weeks to arrive. I said to her that...
Read full review of Lens.com and 28 commentsAbout Lens.com
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Overview of Lens.com complaint handling
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Lens.com phone numbers+1 (800) 536-7266+1 (800) 536-7266Click up if you have successfully reached Lens.com by calling +1 (800) 536-7266 phone number 0 0 users reported that they have successfully reached Lens.com by calling +1 (800) 536-7266 phone number Click up if you have UNsuccessfully reached Lens.com by calling +1 (800) 536-7266 phone number 0 0 users reported that they have UNsuccessfully reached Lens.com by calling +1 (800) 536-7266 phone number+1 (888) 393-7606+1 (888) 393-7606Click up if you have successfully reached Lens.com by calling +1 (888) 393-7606 phone number 0 0 users reported that they have successfully reached Lens.com by calling +1 (888) 393-7606 phone number Click up if you have UNsuccessfully reached Lens.com by calling +1 (888) 393-7606 phone number 0 0 users reported that they have UNsuccessfully reached Lens.com by calling +1 (888) 393-7606 phone number+1 (800) 536-7266+1 (800) 536-7266Click up if you have successfully reached Lens.com by calling +1 (800) 536-7266 phone number 0 0 users reported that they have successfully reached Lens.com by calling +1 (800) 536-7266 phone number Click up if you have UNsuccessfully reached Lens.com by calling +1 (800) 536-7266 phone number 0 0 users reported that they have UNsuccessfully reached Lens.com by calling +1 (800) 536-7266 phone numberToll-Free Phone+1 (573) 754-3600+1 (573) 754-3600Click up if you have successfully reached Lens.com by calling +1 (573) 754-3600 phone number 0 0 users reported that they have successfully reached Lens.com by calling +1 (573) 754-3600 phone number Click up if you have UNsuccessfully reached Lens.com by calling +1 (573) 754-3600 phone number 0 0 users reported that they have UNsuccessfully reached Lens.com by calling +1 (573) 754-3600 phone numberInternational Phone
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Lens.com emailsservice@lens.com100%Confidence score: 100%SupportService@Lens.com100%Confidence score: 100%myRx@Lens.com100%Confidence score: 100%myrx@lens.com95%Confidence score: 95%
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Lens.com address3016 Georgia St., Louisiana, Missouri, 63353, United States
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I will NEVER, EVER order again from Lens.com, it has got to be the worst place I have ever placed an order. After placing my order online, I had a bit of difficulty (no problem) I will call, as I spoke to a live person the gal insisted that my contacts were "in-stock" and that I should receive them "promptly within 5-7 business day" ... after waiting patiently for two weeks I had expected my contacts(Acuvue Advance) to arrive, they did NOT, I called to find out the status, turns out they were on back-order, yet the company FAILED to inform ME, the paying customer of what had happened, no simple phone call nor quick e-mail to let me know of the situation. After receiving my contacts, two weeks later, I see that they charged my credit card an additional $9.60 for a so-called "handling fee", I was livid, not only had the arrived way late but they charged me extra too!? After calling to repair this situation I was informed by another gal that there is a "small asterik" in the "subtotal box" and if I had clicked on it I would have seen the note "Includes Handling Fee" which they do NOT disclose how much that so-called "handling fee" even is. After telling the lady if they would correct or attempt to make ammends with what they have done all I got was an "I'm sorry" and then responded with so you are willing to do absolutely NOTHING to keep a customer or to even make them happy, again I got an "I'm sorry"...
Well "Lens.com" ... "I'm sorry, but I will NEVER, EVER order from you again, nor will I recommend you to family or friends, I WILL give my friends & family the poor reputation you deserve and oh, "I'm sorry" .
I will NEVER