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From the business
Our mission and passion, since 1995, is to provide you with the best way to buy contact lenses - better than your eye doctor, better than big box, better than other websites. We think you’re looking for the best prices on brand name contact lenses supported by hassle-free business practices. We’ve grown and invested over the years to ensure we can meet your needs. Everyone on the team is dedicated to one thing only, your satisfaction with our service. Give us a try, you’ll be glad you did!
Lens.com Reviews Summary
The company has garnered a reputation for competitive pricing and a user-friendly ordering process, with many customers appreciating the wide selection of contact lenses and efficient customer service. Positive experiences often highlight prompt assistance in correcting orders and addressing prescription issues. However, concerns arise regarding hidden fees during checkout, shipping delays, and occasional inaccuracies in fulfilling prescriptions. While many customers express satisfaction with the overall service, the lack of transparency in pricing and the need for improved communication regarding order changes are common areas for improvement.
This summary is generated by AI, based on text from customer reviews
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I will never order from this company again. They essentially use bait and switch by advertising very low prices, but then on the last screen before your order is placed, they tack on a $249 processing fee. Why do we need to pay $249 for them to take a few boxes of contacts off of the shelf and ship them? That's insane. They also do whatever they can to not have to send you the rebate card they promise (look at reviews on Trustpilot and BBB which mention this). They make you mail them the actual UPC codes from the boxes, but then they claim to have not received it, and from other reviews it sounds like this happens very frequently. In my case, they told me that they couldn't do anything at that point, and that they would need to look into it and get back to me. However, there were only two weeks left before the deadline at that point, and from what I've read from other reviews, they will not accept anything if they don't receive it within 90 days. I then emailed the rebate center with the photos of the UPC codes, and the rebate center told me that was fine and they could accept it. If we can just email photos, why ask us to mail them in the first place? Because they know they can just tell people they didn't receive them, and then they don't have to send the rebate card in that case. They could have easily told me on the phone that I could just send them through email, but they didn't because they don't want to send those cards out.
Even after the photos of the UPCs were accepted, they told me it would take THREE MONTHS to get the rebate card. Why? Other companies send these out within 1-2 weeks. Why does it take Lens.com 90 days? Because this company just does whatever it wants to. STAY AWAY. Don't be lured in by the low prices and rebate card offer, you will have to pay the difference with the $249 processing fee, and the rebate card that takes an insane amount of effort to actually receive.
I have ordered through here a few times and the ordering has been easy. I needed contacts and on Friday, 01/05/2024, they offered a FedEx Overnight option for $27, a FedEx next day ( 1 business day) for $24 and then the 2 day and standard shipping.
I selected overnight as FedEx delivers, in my area on Saturdays and knew that would be perfect. They didn't ship until Sunday
And when I chatted in today, Monday 01/08/2024, I was advised that they only deal in business days. Which does not make sense with the shipping options I was provided. Also, when I attempted to duplicate this today, the FedEx Overnight option is not there and it is not on their shipping FAQs page. Then they won't submit an ECR case after an order is shipped or refund the shipping fee after an order is shipped. Which makes no sense.
I appreciate the thorough customer experience. The lenses arrived on time and were prepared to my optometrist specifications.
I received my order for gas-permeable contact lenses in a timely manner. However, the power on the left lens was off. I had ordered two but never even touched one. I was told when I called with the modified order that I could return the one and replace it with the new, optometrist-corrected Rx power. I was told I would receive a label to return it in 2-3 days. Then my new left lens would be shipped out.
When I did not receive the label, I called. I was then told that since there was a change in the RX, I would not receive a refund/exchange if I returned the lens.
This is bad business practice. Although I went ahead and ordered and paid for the corrected lens I will not deal with Lens.com again.
Dr. Wolf
Tried to rectify a problem experienced with two out of three boxes of Biofinity lenses where they were tearing and failing after only 1-3 days of use. Lens.com only was willing to send one replacement box instead of two since none were left from the first box (due to high failure rate) therefore no longer returnable.
These contact lenses are the best I've ever worn. I was basically blind and always had to wear glasses to see and after a while that gets annoying, this is why it's nice to have contact lenses. I can just put them on and not worry about being uncomfortable. 10/10
I placed an order from Lens.com on 11/7/2023. After a week of not receiving the order I contacted their support team and found out that their system had changed the address I entered (using the USPS system) and had shipped to the wrong address - I entered the same address for both the billing and shipping address, however, conveniently the billing address was not changed. The first agent I talked collected my correct address and said the order would be reshipped. After another week of waiting I contacted customer support again who told me that the contacts were at their warehouse waiting to ship and I would receive an email confirmation when it shipped. I waited two more weeks and contacted them again - I was told the order had been delivered and had to re-explain that the order had been delivered to the incorrect address. Apparently no order had been re-shipped and the first two agents blatantly lied. I asked for a refund three times (at this point it has been 40 days since I submitted this order and I'm wearing glasses because I'm out of contacts) - they were unwilling to provide a refund or escalate the support conversation to someone that could help.
Such a frustrating experience from both the company and their support team. I will never buy from Lens.com again.
Lens.com made it quick and easy to re-order my contacts. They have the lowest prices I have found for my particular brand and they arrived sooner then expected.
I've been buying my lenses from lens. Com for years and have never had a problem they deliver fast and arrive in good condition I will continue to buy because they give great service.
Lens,com is where I have always purchased my ''contacts, their service great the transaction is easy with no problems and delivery is pretty much when they say and their prices are very reasonable I will continue to do business with lens.com because it's very good
Very easy to use highly recommended.!
Easy to order great to wear love them.
Helpful, very helpful staff easy directions to fill my order still waiting to hear shipment date
Quick to order the contact lenses. Always receive in a timely manner. Great communication.
No issues when ordering with lens. Com. I will continue to order my lenses
Easy order experience, fast verification of my prescription and fast delivery.
My experience was flawless and I have been using lens.com for a long time
On a $371 order there was a $300 fees. That is unbelievable. They did cancel my order without problem
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- Sitejabber’s sole mission is to increase online transparency for buyers and businesses
- Sitejabber has helped over 200M buyers make better purchasing decisions online
- Suspicious reviews are flagged by our algorithms, moderators, and community members