Lens.comReviews 4,086

Contact lenses are fine if not overpriced. But I think they purposefully lose rebate submissions. We ordered from them several years ago and didn't get a rebate because we were told they never received it and now it was expired. I would NOT have used them again, but my hubby ordered without checking with me first. So we were stuck with it. This time I was ready for them. I upgraded my shipping to include USPS tracking. I scanned my completed rebate form with all of the little UPC codes that we cut off the boxes. Well - they did it again. Said my form was never delivered and now it was expired and I couldn't get the $220 rebate. Doesn't matter that I have proof of delivery. I think their service reps are trained to give you the run around. Every time I contact them I get a new ticket number. I have called and can't get resolution and its been nearly 2 months of trying. Check out TrustPilot.com - hundreds of the same complaints. DO NOT USE THIS COMPANY

I have always been a fan of Lens.com, until today. I received my order last week, on time- terrific. I went to process my rebate today and, unfortunately I did not know to save my packaging. I thought the rebate would suffice with my receipt. Not the case. What really made me angry is the way customer service handled the call(s) (both a rep and a supervisor), blaming me for not knowing. While it may be my fault for not being educated on the process, perhaps the company could do a better job informing the client of the process, why not include the rebate form in the packaging for the contacts. I will tell you why - they count on unaware people such as myself to do the same thing.

I've exclusively ordered my contacts from lens.com for years. Recently I received an order with a new prescription, after putting them in, I could not see. I realized they gave me the wrong prescription. A prescription that was verified BY lens.com. I reached out to customer service and an agent told me they would send a reshipment out. Then someone else reached out and said they could NOT exchange them because I had opened the box to try on the ONE contact. Even though they incorrectly verified my prescription. I pay out of pocket for vision/contacts so it adds up. I reached out again explaining the situation and a different customer service agent again said they'd send the reshipment. To which someone else AGAIN would not exchange because of the opened box. So I have now had multiple interactions where someone will agree to help and then someone else will override that help. Considering I've been exclusively ordering from them, I would have expected better. It's very clear they are reading from a script and will not deviate to acknowledge my. Frustration even though they made a pretty significant error. No offer for a discount to replace or anything, just a loss for me. Abhorrent in this day and age especially when competitors are comparably priced. Every interaction ends with "we appreciate your business" which feels very disingenuous considering they take no accountability at any point for making agreements to exchange and then retracting. I can't spend any more time on communicating with them since they're not willing to go off script and have a conversation but I will continue to share my experience to let people know there has to be a better option out there for supportive practices when they make errors.

They advise cheap contacts until you check out and charge 98 dollar fee! For four boxes of contacts

My prescription was filled promptly and correctly with the brand that I submitted from my doctor.

I ordered contacts...took 2 weeks to get them...1 was defective...they wanted me to return all of my contacts then order a new box...that would have left me without contacts for over a month...they wouldn't even send me a replacement of the 1 contact...not asking for anything free just the 1 contact

Accuvue 2, regular price = $31.44/box, qualifies for a $180 rebate if buying 8 boxes = $251.52, BUT THEY ADD $213.92 for FEES. So adding the $9.95 shipping, they try to charge you $475.39 to check out & then HOPE this shady business rebates the $180. So the net cost is NOT $8.94/box as advertised, but ~$37

Price too much. I just bought 90 days for same price.

Great experience in my opinion. Everything was smooth

Great service! Wonderful contacts and received Contacts in a timely manner.

Great prices on quality name brand contact lens. Easy to order online and shipping was quick. Definitely saved money. I'm a satisfied customer.

The product and shipping is great. Lens.com charges a bazaar 30$ service fee that make sthe product insanely expensive. I would purchase more products if it weren't for the fees attached to every order.

Good experience! Happy I got my lenses! Very quick and efficient.

While ordering is easy and delivery is swift, getting a rebate is impossible through Lens.com. You receive the form, fill it out and put it in the mail. Somehow in December Lens.com managed to upset enough people that didn't get a rebate that it was reported to the BBB ( Better Business Bureau). I was one of those folks. While customer service is polite and keeps apologizing, there is nothing offered to find a solution to something that may be their problem. They just blame USPS. Yes, it could have been lost in the mail but it seems suspicious that USPS would have lost so many rebate forms that a run of complaints were filed with the BBB. You won't save any money ordering lenses through Lens.com so look for another site or just order them through your optometrist. At least I have always gotten my rebate when I bought them through my optometrist.

Ordered the lenses back on January 27, urged that they came in a maximum of 10 days, because then flew out of the city where I ordered. In the end, Fedex said after a week to pay another 150 dollars for the fact that the company did not specify the recipient's data. I had to abandon the purchase, because I had to wait another 5 days for customs clearance even after payment. Support responded for weeks, sometimes not answering at all. Then they said that when the order will come back to them, they will return the entire amount to me, after a month I was again written that they are waiting for the parcel back, after another month the same situation, I decided to ask the fedex what is it, it turns out that the parcel is just lying at the customs in Peru and waiting for its elimination if no one will take it and no one turned to them with the return, and I myself can not do it anymore. Since then the support has stopped responding

Quick easy for reordering and getting same products

I ordered my lenses back on March 19th. 3 days later I get a email stating that they need to get my contacts from the supplier and that they should ship on 3/27-3/29 amd that I should receive thwn by 3/31. That is fine and understandable April comes along and I still don't have my lenses or any update to my order. I finally contact then on 4/11, a full 3 weeks after I placed my order asking for an update on my order and all I get back is that they were supposed to be in stock and shipped out on 4/5 (what happened to the 3/27 ship date? So apparently it was delayed another week and they don't even bother to inform me about that)but they haven't received them yet. That's it?! How about another updated time frame or an option to get a similar product from another brand?! Nothing. I finally get a another email on the 4/14 and apparently I am expected to receive my lenses on 4/27-4/29. A WHOLE 5 WEEKS AFTER ORDERING THEM! That is unacceptable and that's if I even receive them then and they don't get delayed for a 3rd( or 4th) time. I am not impressed with this company or their people and I will never order my lenses them them again.