Lens.com
reviews and complaints

I ordered contacts on October 14, 2022 and returned them, untouched, the day after they arrived. I have been given the run around about receiving my refund for 1 month. I have called 7 times only to be told give it 48 hours to be refunded. I have spoken to 3 supervisors without any resolution. Lens.Com claim to be "100% customer service oriented" and returns at "no hassle."

I would like some of this 100% no hassle customer service please.

Bought contacts in bulk to get a rebate. Rebate I sent in last January still hasn't come yet! This is following October (end of no less)! Other rebate sent in summer they "didn't receive". LOL! Has happened before but let it slide. Company is absolutely ridiculous, were of no help to me either. Will never order from them again. Stay away! Unethical!

I'm looking for my rebate - I ordered my lenses back in June of 2022 - this is $85 dollars. After all that I've been through with this website, I likely will not order from them again.

This is a lot of money and it could pay for gas for a couple of weeks...

This company has so much to offer and by consistently not giving customers their "rebate" that they are promised, they are losing hundreds of customers! The Customer Service individuals are always so kind - I don't understand why we can't get our rebates. There is no "vendor" - etc...I don't believe that the vendors are holding off on the rebates, etc. I think they get the rebates "up Front" and want to hold onto all of the money as long as they can...and believe me they HANG on to it!

When I ordered my contact lenses from Lens.com I placed the order and was promptly sent a reply that my lens prescription had been verified with my eye doctor and they would be shipped soon. Upon arrival I filled out the info on the rebate order and checked for correct order and sent it out. Not needing them immediately I placed them in a drawer. A few months later when changing contacts I noticed that the OS lens was - 4.50 and not + 4.50. I called Lens.com customer service and told that it since it had been over 30 days they could not replace them with correct lens. I bought 2 boxes of each eye (a year supply) so I am out over $150.00 for the left eye. The boxes are unopened with the exception of the cut out needed for the rebate which I have not yet received but was told it still had 2 more phases of checking before it would be sent. That has been three months.

Hello,

I placed an order and to date, 4 months later have not received my rebate. I contacted Lens.com and the email said they use an outside vendor and can't help me. Then don't offer a REBATE!

Order Placed

5/20/2022

Order Number

[protected]

Rebate

$55 Rebate on Biofinity Multifocal Contact Lenses

Please expedite the processing of this rebate or issue a refund to my account for $55.00.

I ordered lenses 5/18/2022 and was expecting a rebate card within 12 weeks never came, I sent am email and the response that I was giving was that I would receive it by 8/16/2022 and now it is 8/26/2022 and I sent another email in which I did not receive a response back. So I called and spoke to a very nice lady who told the TRUTH.. you are behind and now the card is scheduled to be mailed in October, using the excuse of covid and now an issue with raw materials is a bunch of crap, I can go on line right now and apply for a master card and receive one in 14 days, so I think that your company is promoting false advertisement and I will never order from lens. com again.

Provided all appropriate documentation for Rebate yet never received Rebate, followed up and company has copy of Rebate form but never received required information in the mail. Called company to ask if I can again resend documentation snd they said no because it was past the rebate date. Covid was a difficult time with the mail and even the company said that rebates could take longer than an additional 6 weeks. Consumers were willing to wait an additional 6 weeks for their rebates yet Lens.com will not honor a consumer who’s documents got lost in the mail. Why can’t I resubmit my documents and get my Rebate. A $120 May not be a lot to Len’s.Com but is a lot of money to myself.

My order was received with the incorrect lens type. When I called to ask for a return the first customer agent told me no. I asked to speak to a supervisor she said no supervisor available. Imagine that. I disconnect the call and I call back and speak with another agent. She said that the first agent noted that she spoke to her supervisor. So there’s a lying person right there. I want the correct contacts sent to me in exchange or I want my $85 refunded for that one box.

On 1/22/2022, I placed a large order for contact lenses. I was promised a rebate of $100. To this date 7/19/2022, no rebate received.

I emailed three times already and I keep getting this same response:

Hello M.

Thank you for contacting [protected]@Lens.com Customer Service.

We truly apologize for the delay. We wish that we could provide you with a specific date but we do not have one at this time. Our team at the Rebate Center is working extremely hard to get the prepaid cards mailed out to customers in a timely manner but due to circumstances beyond their control they are taking extra processing time. We completely understand your frustration and wish we had a better answer for you. We hope that you will continue to be patient with us. Please let us know if we can be of further assistance to you.

We appreciate your business.

[protected]@Lens.com

Customer Service Department

Ordered contacts on 6/14/22 @$69.74x8 boxes. I did not realize I was being overcharged $209.92. My receipt did not explain or itemize the charge, not was it on my final order submission page. When I contacted customer service, they explained the charge was itemized on a page prior to final submission, viewable if I scroll to the bottom of the page. They claim part of the fee was for tax, which I don't believe is true since I am out of state. The remaining charges they claim went to the manufacturer and to their warehouse. This practice is blatantly deceptive.

Dec 30, 2021 I placed order #[protected] which included contacts for my dependents. My total was over $900.00 for 6 months of contacts. I was promised $150.00 rebate on acuvue moist and $90.00 rebate on acuvue oasys astigmatism for a total rebate of $240.00.

I was given instructions to wait at least 2 weeks AFTER receiving the contacts to submit my rebate paperwork, receipts and proofs of purchase. I followed the instructions exactly. I submitted my rebate info and details as instructed. On 02/21/2022 the rebate was approved by Lens.com and submitted for processing of the Visa card. I have contacted Lens.com via chat, email, telephone and fax a total of 9 times since April 2022 as I have not received either of the rebates. I chatted again today with Gabriella A. who states they are so busy I cannot speak to a supervisor but I chatted with her for a few minutes, logged off and logged in 10 mins later and got Gabriella A again via chat. If they are busy, how can I get the same person via chat each time I chat? Gabriella also told me the call center is CST timezone and is busiest from 8am-5pm, I just finished chatting again and it is 1138pm CST, said they are still busy.

Gabriella told me the same thing as I have been told the other 9 times-

1) she can put my name on call back list-- I have NEVER received a call back the other 9 times I requested- but I put my name on the list anyway to follow their recommended process

2) supervisors are too busy to talk to me as they are helping other customers

3) I need to wait an additional 6 weeks to receive my rebate from date it was approved which was 02/21/2022. ? its been 19-20 weeks. ?

4) I told Gabriella it has been 20 weeks since approval of rebate but 7 months since my order. She corrected me to say it was 19weeks since approved and their website said to wait another 6 weeks. I reminded her 19 weeks is twice the timeframe per my paperwork of 8-10 weeks. And there is no mention of additional 6 more weeks on the website for rebates.

so here I sit, needing to buy contacts again because 6months has gone by and I have yet to receive my rebates!

Not to mention Lens.com has already received my 900.00 plus for the original contacts.

6 month waiting for a rebate that probably will never come, no answers from customer service, too busy and overwhelm to complete rebate cards in the advertised 8 weeks.

Order placed 01/17/2022

Order #[protected]

I ordered contact lenses back on January , 24 order [protected] which is almost 6 months ago. The rebate form was printed Feb 14th and verified delivered on Feb18 . I spoke with Jeromy and he said it was accepted on Feb 18th when I spoke with him on April 9th. I called again a month later and was told it would be sent within 2 weeks. I still have NOT received my rebate. I spoke with them today and they said it has been extended yet again. It went from 6 -8 to at least 18 weeks. Totally unacceptable and unprofessional! Buyer beware . Shop elsewhere, business not trustworthy .

I sent my rebate form 12/31/2021. Still have not received the $120 prepaid Visa card. It is Now July 2022! My rebate was approved and processed but never sent by the vendor.

Phone call and Multiple Emails to customer service are answered with the same response… due to pandemic they are running several “weeks” behind, but that I will still be receiving my rebate! It’s been several months, not weeks!

I ordered lenses from them because of the rebate offer on

1/5/22

Order # [protected]

Shipped On 1/7/2022

I am waiting for $150 Mail-In Rebate For Biofinity Multifocal

The status update on their site has been the same since February 2022:

"Rebate Information being sent to Visa Card Processor"

I have called and chatted with their customer service who have not been helpful. I have ordered from Lens.com in the past and not had a problem.

I need to have this rebate transaction completed please.

More than 6 months and counting - see screenshot below - a pandemic, an invasion, a stock market crash, a housing bubble, a new job, 2 weddings and 3 funerals but good old lens.com are still desperately pulling out all the stops to drop a pre-paid visa card in the mail after 6 months of trying. I must say they processed my visa payment in a flash but after that burst of success something obviously fell off the truck. Complete scam - we’ll all have moved to mars before this thing drops. Do not use - evaluate their pricing without the rebate - they are 30% higher than their online competitors.

I placed an order for contact lenses in July 2021 and received my rebate $150 Visa card 3 months later, I placed the same order in January 2022 and still have not received the rebate after 6 months. I have tried to contact them several times since 3 months, but they keep giving me vague answers such as "we don't know why it hasn't been shipped" or "please wait a little longer".

It has been 3 months since the "Card Fulfillment by VISA Card Processor" check was placed.

Like basically everybody else I ordered my contacts months ago have followed up lots of times about not getting my rebate they approved it I did everything I was supposed to they have lied to me. They have hundreds of similar complaints on Better Business Bureau and other sites like this one. I got scammed I am owed $120 that I know I will never see. Do not under any circumstances purchase from them

On May 6, 2022. I placed several items in my cart. Never hit the order number and received 8 boxes of contact. It took over 15 days to receive the RMA authorization number, only after contacting them multiple times a day. I shipped items back on May 27, 2022. I called to today to get an update on my refund of & 600.00 and I was told that the items have still not arrived at the facility in order to generate my refund, and was told that it could take up to another 1 to 2 weeks. I asked multiple times to speak to a supervisor and after being on hold for approximately 20-30 minutes; I was told that the supervisor was too busy and would not accept my phone call. I have been a customer of Lens since 2007. Not really sure exactly what has happened to your Customer Service! I will file a complaint with the BBB. However, I saw that you currently have over 485 complaints.

DEC.4,2021 order. Received the ok to send for rebate DEC 24. Lens.com received and accepted DEC 30, 2021. No rebate card received in appropriate time frame. Excuses included: backlog, covid... Recd email may 19,2022 that card mailed. Today , June 14 and never recd. (?). Customer service has no answer. Supervisor has not called me. ($160.00 rebate unreceived.