• Lens.com

Lens.com

Overview

Lens.com has a rating of 4.02 stars from 1,757 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 3rd among Contact Lenses sites.

Proactively asks for customer feedback

This company does not typically respond to reviews

Positive reviews (last 12 months): 74.2%
Positive
173
Neutral
10
Negative
50

Instant Feedback

93
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What reviewers want you to know

Positive highlights

  • It was easier to order contacts however you don't see the total price until you get to purchasing.
  • My shopping experience was smooth and easy, and will become dreamlike when I get my rebate.
  • Great Prices and customer service, but shipping could be better.

Critical highlights

  • I'm very disappointed with your service & service fees, they are outrageous.
How would you rate Lens.com?
Business's Favorite Review

“Excellent service, ordering contacts couldn't be easier”

Audrey D.
8/5/21

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!

See full review
Top Positive Review

“First time buyer seemed like a great deal even showed...”

Karen B.
2/21/24

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!

Reviews (1,757)

Rating

Timeframe

Other

Reviews that mention popular keywords

customer service (993) contact lenses (409) rebate card (179) contact lens (260)
Thumbnail of user lanak66
1 review
1 helpful vote
February 18th, 2022
Verified purchase

On their website states 100% satisfaction guarantee promise, well, I'M WAITING for 18 weeks ( should be maximum of 10 weeks) for my rebate and they do not do anything about it. I would have easily got the similar pricing after rebate elsewhere. Now they got my money, they do not care anymore. I only gove 2 star because i got the product on time.

Service
Value
Shipping
Returns
Quality
Thumbnail of user lindac4810
1 review
1 helpful vote
April 12th, 2023
Verified purchase

I ordered my contacts and they arrived rather quickly, thats the 2 stars lol. I'm still waiting over 3 months for my rebate though. I tried calling customer service because online it's showing they never even received my form. I got nowhere. I feel like I got the runaround and my $85 will never be seen. There are plenty of other contact companies I will use before coming back to this one. I feel like they are hoping that you forget about your rebate since it takes so long. Do not buy here If it involves saving money through a rebate!

Thumbnail of user loreenp6
1 review
0 helpful votes
June 30th, 2022
Verified purchase

I got scammed when I saw a $135 rebate on 4 boxes and order 8. I only qualified for ONE rebate because I placed the order together for the total of 8. When I called support they said if I'd placed 2 orders of 4, I would've gotten 2 rebates! So when my total came up as $731, I figured I would get $270 as rebate. Also on my invoice it said "by shopping at Lens.com you saved $516.08". Not really. The rebate process of mailing in a form and cutting off the manufacture skus is antiquated and cumbersome. Never again ordering from here

Tip for consumers:
Rebate “catches”, $10 shipping. They want you to make 2 orders of 4 boxes to get a rebate, if you order 8 boxes. Why should I pay shipping twice?

Products used:
Contacts

Service
Value
Shipping
Quality
Thumbnail of user alanl481
1 review
0 helpful votes
February 12th, 2022

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

Thumbnail of user cindys1092
1 review
0 helpful votes
November 13th, 2021
Verified purchase

I received my contacts in record time BUT that is where the customer service goes down hill fast. The rules on Lens.com state you cant print your rebate request form until 10 days AFTER you receive your order. (Me thinks they are hoping you will forget.) Then after I mailed in my rebate form in the specified amout of time, they stated on the status page that my rebate had expired so I had to call. "Agent states they are having technical difficulties." THEN I saw that I will receive my rebate with "10 WEEKS". That is way too long.

Tip for consumers:
You will probably never get your rebate. Just go to Walgreens or Costco, it is easier and cheaper in the long run.

Products used:
contacts

Service
Value
Shipping
Quality
Thumbnail of user kevint1114
1 review
0 helpful votes
March 14th, 2022
Verified purchase

Very pleasant people on the phone. Delivery was delayed because out of stock but I was never told that [no email, etc.] Was later told there was a problem with the expiration date on the credit card that was submitted but that was not true; the "test charge" that was initiated by lens.com was visible on my statement. Eventually got my order but after way too much of a hassle that should not have occurred.

The woman on the phone was very helpful and straightened out the problem but the 2 excuses were not acceptable.

Service
Quality
Thumbnail of user rogerm1244
1 review
1 helpful vote
April 2nd, 2023
Verified purchase

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.

Thumbnail of user angelag28
8 reviews
29 helpful votes
January 1st, 2021
Verified purchase

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

Service
Shipping
Thumbnail of user jeffp98
Jeff P. – Lens.com Rep

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

Thumbnail of user annr1145
1 review
0 helpful votes
March 9th, 2024
Verified purchase

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

Reason I chose this product:

Been wearing for 15yrs

Service
Quality
Thumbnail of user andrik1
1 review
0 helpful votes
March 12th, 2022
Verified purchase
• Updated review

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...

Quality
I felt misled by the supposed $60 "rebate" that was...
September 19th, 2021
Verified site experience
• Previous review

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...

Reason I chose this business:

Previously ordered from you and was satisfied at the time

Thumbnail of user cml6
1 review
0 helpful votes
September 17th, 2022

Just a heads up. Have a hard copy of your new prescription in hand, or know it by heart. Because when they tell you not to worry if you don't have your new prescription handy since they verify it with your doctor anyway, don't believe it. The truth is they give your doctor 8 hours to respond and then mail out an expired lens prescription. My doctor responded after the 8 hour deadline that he may not have even known about, and they shipped my contacts with the incorrect prescription. Thankfully, pharmacies don't operate like that!

Thumbnail of user lloydc91
1 review
0 helpful votes
February 15th, 2022

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.

Thumbnail of user willyl20
1 review
0 helpful votes
April 29th, 2022

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...

Thumbnail of user michaeld6785
1 review
0 helpful votes
October 25th, 2023

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

Service
Value
Shipping
Quality
Thumbnail of user rocioa40
1 review
0 helpful votes
June 14th, 2022

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.

Thumbnail of user s.p
1 review
0 helpful votes
June 2nd, 2022

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

Service
Value
Shipping
Quality
Thumbnail of user madisona183
1 review
0 helpful votes
October 22nd, 2022

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.

Thumbnail of user raquelb115
1 review
0 helpful votes
June 16th, 2022
Verified purchase

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

Thumbnail of user ms1364
1 review
0 helpful votes
April 19th, 2022

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.

Thumbnail of user lindar2392
1 review
0 helpful votes
April 16th, 2022
Verified purchase

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)

Service
Quality
Thumbnail of user lisae1337
1 review
0 helpful votes
June 30th, 2022

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.

Service
Value
Shipping
Quality
Thumbnail of user sonjar75
1 review
0 helpful votes
June 30th, 2022
Verified purchase

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.

Service
Quality
Thumbnail of user kentp76
1 review
0 helpful votes
April 10th, 2022

They will not allow you to print your rebate form until days and days after you receive your order... then you cut out the proof of purchase from the boxes and mail it,, then lens.com says "oh, we never received your rebate request, sorry". Nothing you can do, because your proof of purchase barcodes are already gone and they will not rebate you. Very very poor rebate system. Terrible

Products used:
contact lens

Service
Value
Shipping
Returns
Quality
Thumbnail of user sherrys757
1 review
0 helpful votes
May 15th, 2022
Verified purchase

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

Service
Value
Shipping
Thumbnail of user markw621
2 reviews
8 helpful votes
March 27th, 2022

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

Service
Value
Shipping
Quality

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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!

Business Highlights

  • 29+ years of Customer Satisfaction
  • Year round unbeatable prices
  • 31+ million lenses ready to ship

Company Representative

Thumbnail of user jeffp98
Jeff P.
Customer Support Lead
Typically does not respond to reviews

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