Lens.com has a rating of 4.2 stars from 1,918 reviews, indicating that most customers are generally satisfied with their purchases. Reviewers satisfied with Lens.com most frequently mention fast delivery, contact lenses, and timely manner. Lens.com ranks 4th among Contact Lenses sites.
Excellent service, ordering contacts couldn't be easier. Very responsive and friendly staff if you have any questions or concerns. Thoroughly enjoy doing business with and supporting those who take pride in their company. I researched several companies prior to ordering contacts online and I'm happy to say, I'm glad I made the right choice when I ordered through Lens.com. Couldn't ask for better customer service. Thank you so much, to everyone, at Lens.com!
First time buyer seemed like a great deal even showed my Eye Dr and he agreed not certain at how to go about rebate but hopefully that will be as easy as the site was. Thank you!
I'm having a lot of trouble with these lenses. My eye burn, my eye gets red, I have to use eyedrops several times while wearing them. I can only wear one about three hours; the other maybe four or five hours. I don't know what to do. I'm very disappointed. I've been wearing contacts since the 1960s and have never had this problem.
Would give only 1 star, except they did send the correct product and the phone support people were OK, though didn't always have accurate info. If not for those 2 things, 1 star.
My first and last time to order from this co. I've been getting contacts online for over a decade from various companies. This was the worst.
Not only did they wait over 3 days to tell me that the contacts I had ordered weren't in stock (why wasn't I informed of that when I ordered?), the email I was sent to inform me was remarkable for its:
-lack of apology to me
-lack of acknowledgement that I might be inconvenienced by a week delay in receiving them
-stating "there's nothing you need to do" when I DID need to call their customer service and see what I could do to get them shipped to me faster.
Between the inexplicable long delay informing me that my lens were back ordered, and that stunning absolutely non-apologetic email, plus still getting the lens 1 week late, NO WAY would I ever order from lens.com again. I learned my lesson!
Tip for consumers:
Not only did they wait 3+ days to tell me that the contacts I had ordered weren't in stock (why wasn't I informed of that when I ordered???), the email I was sent to inform me was remarkable for its:
-lack of apology
-lack of acknowledgement that I might be inconvenienced by a week delay in shipping
-stating "there's nothing you need to do" when I DID need to call your customer service and get them shipped to me faster.
I order daily lens on line lots. My 1st & last time from Lens.com.
Products used:
contact lens
Confusing and snarky how lens.com adds items on checkout (protection plan for daily contacts?) and shows a $50 discount which is not honored. Company seems unethical and would not recommend to others. Sorry, you can do better than this...
I felt misled by the supposed $60 "rebate" that was automatically applied to my order of 2 boxes. When I realized that this was some annoying trick to make me sign up for a credit card, I reduced my order to 1 box only. With this poor tactic, you upset me as a customer, wasted my time and made less in sales! Not a good move...
Previously ordered from you and was satisfied at the time
I bought my contact lenses here because when I received the rebate the cost was much better than in other companies, but don't be fooled, the rebate never arrives, now with the excuse of covid, it never arrives, there are many other more serious companies and given the correct price for example For eyes
Did not receive receipt with original order or in followup emails. Received product with additional $45 "processing" fees. For $8 more I could have bought another box of contacts. Customer Service insisted they were cheapest out there even with processing fees.
Typical customer service verbiage
Been wearing for 15yrs
Rebates are supposed to be received 8-10 weeks after the order. I am at week 19 and it still shows as processing. When I emailed support after 17 weeks, they said there had been such strong demand for the rebate program, it is taking longer to process rebates. Still waiting on my $210 rebate...
If you want to let them hang on to your money and earn interest, then I would recommend the. The product was delivered timely. If you are buying based on price and getting a rebate, count on it taking a very long time. I ordered the same contacts from Costco last year with a rebate and got the rebate in a very timely manner. For the $30 difference, I wish I would have just gone to Costco.
Missed a rebate application deadline after being a 15-year customer with repeat orders. Was told they make no exceptions to the 90-day deadline. This was the first time I called them with an exception request and the support staff refused to even ask a supervisor for an exception. I admit it - I missed the deadline which was covered only in the fine print of the order. Legal yes; ethical, maybe, customer service-horrible. Last time I order from them, even if it means paying more
The first time I ordered from you it was great! This time when I tried to order on my phone, I could not complete the order. I called the 800 number and they said they would just finish up. When they got to the total it was $40 more! I ended up canceling the order and tried going through my phone again. That time I got the same price as before the person tried to finish up my order. I do not know why when she was trying to finish it up it cost $40 more.
I told her I wanted to cancel the order I placed earlier that day and explained why. She tried to explain why and I accepted that answer until I reordered on my phone. Her explanation didn't hold up because I still got a cheaper price when I went on line. She said it was you charge $35 for shipping and handling (whatever the $35 charge is called)
Product is authentic. But you have to be careful of pricing because the unit price they show is often not the actual unit price in the final calculation. They add processing fees that are out of proportion to the price. The rebate is a scam too... My order was placed 4 1/2 months ago and I still haven't received it yet. They blame it on Covid and supply chain issues... yeah, right...
REBATE SCAM. TWICE I sent in my rebate form and box cut-outs within the 90 day period and never received my rebate. The live agent told me there was nothing she or her supervisor could do. It did everything correctly and they would not honor my rebate.
I still have not received my rebate. I sent all of the required documents and then received an email saying I didn't include the proof of purchase from the boxes. I responded to the email and showed proof that the areas were cut out and sent with the documentation. I still have not heard back and it's been weeks. Very disappointed.
I ordered contacts with lens.com in 11/2021. The contacts were delivered quickly and they're working out great. However, my $90 rebate card is delayed by 6 months. I will have to buy my contacts from another online shop this time.
I ordered my lenses in December 2021 and this was supposed to include a rebate of $150.00 which I should have received in 8-10 weeks. I called them and they said they are experiencing delays. It is now May of 2022 and it has not been processed yet.
Their reason was Covid and Mailing delays. I have no problem with my mail service!
Products used:
Contact lenses
Lens.com is playing bait and switch with rebages. The order was fine, arrived as needed. The rebate has been delayed beyond the 8 to 10 weeks I agree to when I made the purchase. An agent says it is now 10-14 weeks even though the FAQ on the website still states 8-10 weeks. I don't like when companies play bait and switch with rebates. I would not have made the purchase.
They got here in 7 workng days, happy with them.we had to re order cuz I put a plus instead of a minus on husbands prescription sizes, so we lost like 90 dollors but my mistake.i won't make that mistake again.
The contacts were as exactly as ordered. The customer service to help with a rebate situation was a complete disappointment. Was a repeat customer and they apparently do not need those. Their rebates take 10 weeks to actually receive so how they could not take some responsibility for it being lost is unsatisfactory. With the rebate form in their possession for that much time, the lost form could certainly be on their end. Unacceptable to not work with a customer in this situation. If nothing else, offer a slight discount off our next order. That is meeting your customer half way.
I have been waiting 18 weeks for my rebate they keep blaming covid it is getting ridiculous! Have contacted them twice and keep getting the same automated seeming responses.
Tip for consumers:
Takes a very long time to get rebate, have been waiting 18 weeks, they blame covid like everybody else!
Products used:
Contacts
I've been ordering from Lens.com for a few years. The fact that I've been denied the rebate on 2 occasions is bothersome. One for $90 and the last one for $120. Both times the said they never received the rebate form. I can understand this happening once but twice? One would have to believe that this happens way too often. Would not recommend falling for this. Make your purchase elsewhere as I will do from now on. Shame on Lens.com. I hope u can sleep well at night
They say it's 8-10 weeks, but I've been waiting just shy of 5 months. They claim its because of covid, but I got a VISA from my bank in 2 weeks. I suspect they're having trouble funding the cards made by their processor. Product & service was okay, but they got my business based on total price including the rebate. They could just mail me a check!
I'm heading over to BBB to file a complaint if they don't have it in my mailbox by Friday.
Tip for consumers:
Don't expect a rebate in any sort of timely manner (if at all)
Products used:
2 different contact lens perscriptions
Received my contact lens with no problem. But after 8 months still no rebate. And no one can help. Beware!
Paid for 2 day shipping, just got an email saying my order won't ship for another 12-18 days. WTF?! I ordered on the 7th and it's not expected to arrive until after the 28th? This is absurd. It said in the order confirmation they'd ARRIVE by the 15th
Lenses are Lenses, they shipped what I ordered. Rebate gives you a good price but why all the monkey motion to get the credit/rebate. Just make the price, the price. Not this time but on a previous order debit card rebate went missing in mail, probably stolen. Lens.com was ZERO help.
Rebates are silly. Just provide the lowest price and save customers the hassle. As of 5/18/22 I still have not received my rebate.
Rebates are silly. Just provide the lowest price and save customers the hassle.
Lens.com prices might be the lowest online, but, their processing fees are ridiculous. A $25 box of contacts had $40 of processing and shipping fees. I won't be using them anymore. I'll be ordering through my Optometrists office again.
I am writing this review because I am outraged at the price increase that I experienced trying to buy my contacts this year. Upon renewing my contacts I found that the price per box went from $39.44 /box in 2017, $38.94/box in 2018, $38.94/box in 2019, to $53.28/box in 2020. That's at a bulk discount. If you don't buy in bulk, they are $73.28/box. WHAT? In 2017, 2018, 2019 there was a processing fee of $18.49. This year, the processing fee is $46.75, an increase of $28.27. How do you justify this processing fee? Why has this fee more than doubled? Last year (2019) my total cost for the contacts were $182.20. This year if I were to purchase the exact same contact lens they would cost $260.37. Why has this exact same order gone up $78.17? During these difficult times of uncertainty, I feel outraged at this increase.
Suzanne,
At the start of the year our prices have changed, which is why you are seeing a price difference. Lens.com participates in a dynamic online contact lens market. We constantly evaluate our pricing and service options as part of our commitment to bring our customers the greatest possible value. Despite significant increases in freight surcharges and other costs we remain firm in our commitment to you. If you have any further questions, please give us a call at 1-800-536-7266 and we would be happy to assist you. We appreciate your business and look forward to doing more with you in the future.
Thank you,
Hannah, Supervisor at Lens.com
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!
Angela,
I show that your order was placed on 12.14.2020 at 8:03 pm CST. The expected arrival date of your order was between 12. 23. 20 and 12. 28. 20. Lens.com sent an email on 12. 17. 20 to advise of a new expected date of 1. 4. 21 to 1. 6. 21. I show you contacted us and we upgraded your shipping to overnight at no additional cost. The order shipped on 12. 24. 20 (Christmas Eve) and delivered on Monday 12. 28. 20. We appreciate your business at Lens.com.
Thank you,
Helen - Manager Lens.com