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1.8 93 Reviews

Lens.com Complaints Summary

19 Resolved
74 Unresolved
Our verdict: When using services from Lens.com with a poor resolution rate, be vigilant. Understand the common pitfalls other customers have faced. Prepare thoroughly for any interactions with their customer service, and consider alternative solutions if your issues are not addressed satisfactorily.
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Lens.com reviews & complaints 93

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R
12:13 pm EST
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Lens.com 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.

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5:31 am EST
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Lens.com 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

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Trevor
, US
Mar 04, 2009 12:42 pm EST

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.

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saintsvalentine
Salem, US
Jul 02, 2009 8:49 pm EDT

hmm, why would someone come on a complaints board to praise a company? Smells like another SCAM by lens.com.

ComplaintsBoard
R
4:37 pm EDT

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

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4:29 pm EDT

Lens.com 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.

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Janetdro
Ocoee, US
Jul 26, 2013 4:41 pm EDT
Verified customer This comment was posted by a verified customer. Learn more

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

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A
10:43 am EDT

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!

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11:46 am EDT

Lens.com 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.

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6:05 am EDT
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Lens.com 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'.

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susie
Liberty, US
May 06, 2009 3:59 pm EDT

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.

ComplaintsBoard
C
5:29 pm EDT

Lens.com 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.

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LENS.COMisafraud
Boston, US
Oct 12, 2011 10:45 pm EDT

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.

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W
Worst Experience EVER
New York, US
Aug 07, 2009 11:53 am EDT

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!

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Nathan Kelly
,
Sep 03, 2008 8:49 am EDT

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

ComplaintsBoard
T
2:13 pm EDT
Verified customer This complaint was posted by a verified customer. Learn more

Lens.com 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.

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A
Angie
,
Sep 19, 2008 10:38 am EDT

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!

N
N
Nathan Kelly
,
Sep 03, 2008 8:18 am EDT

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

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N
Nathan Kelly
,
Aug 31, 2008 7:45 am EDT

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?

S
S
Steve Williams
,
Aug 14, 2008 8:03 am EDT

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.

ComplaintsBoard
R
9:05 am EDT

Lens.com 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.

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6:12 am EST

Lens.com 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.

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12:00 am EST

Lens.com 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.

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M Mcfarland
,
Jan 10, 2008 12:00 am EST

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'.

ComplaintsBoard
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12:00 am EDT
Featured review
This review was chosen algorithmically as the most valued customer feedback.

Lens.com - 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...

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