Lens.comReviews of lens.com

Hidden processing fee that you are only made aware of after checkout. Update 02/08/2021: Lens.com was so butt hurt at my li’l “review” they’ve had it flagged for removal. Had to provide Trustpilot a copy of my invoice as proof of doing business with these ass hats. I guess they find it sucks to be called out on their 💩 Update 02/09/2021: Received voicemail from Lens.com today asking to call them back. Being respectful, I did. Only to be told that I and everyone else on here leaving negative reviews FOR THE EXACT SAME THING are obviously mistaken. Agent claimed they were looking at a screen showing an image of a “mock cart” (direct quote) and it showed the processing fee along with my total. I guess we’re all on here just lying to lie. I haven’t asked for anything, no special treatment, no discount, nothing. Maybe make these charges known well in advance to customers and not only AFTER many receive an invoice so you won’t have the problem of appearing as shady company🤷🏼

Bought $270 worth of contacts and AFTER I checked out they added a $230 processing fee out of nowhere! I called their customer service and basically was told that im stupid because they show the processing fee when you checkout which is A LIE. You do not see a processing fee at checkout - it shows up on your bill after you already paid... LENS.COM IS A SCAM

I just ordered my child's contact lenses. Like others, they DO NOT tell you they charge high amount of "processing fee" until after you put your credit card number and pay for it. The amount you see before check out and after are totally different numbers. Ridicurous!! Very deceptive!!! Follow up: they kept saying to proof the purchase though Trustpilot. I ignored twice, but the third time, they are calling me a liar (of course different vocabulary was used), so I provided everything I have. I received the contact lenses, but the pick ticket (that is what they call the letter comes with the shipment) does not even have the price or any money amount on it. On the website "order history" you even have to click "?" sign for details. Do you have to hide the processing fee that bad?? I will never order anything again. Lens.com used be the greatest store online to buy contact lenses that I and my family had been your customer for many years.

Like so many other reviews here, my one-star rating is due to the predatory "processing fee." I ordered contacts because of what seemed like a competitive price. Only after submitting my order did I see a hefty fee (about $34 on a $113 order) had been added. I tried to contact a representative via the Live Chat feature, but it was entirely bot-driven (perhaps because it was a weekend.) I opened a support ticket via the bot, and was informed via email that a personal follow-up would occur within 24 hours. After two days of waiting, I tried the Live Chat again, and reached a real person. I explained my issue with the fee, and received a copy-and-paste response. The rep indicated that the fee was shown the entire time during the checkout process. I recreated the process to verify that it was *never* shown. I asked for the fee to be waived, which was denied. I asked for my order to be cancelled, which the rep did. (Rather, the rep claimed they did; I'll need to wait a few days to ensure I don't get charged.) Based on the swiftly pasted responses from the Live Chat, this is clearly a practice the business uses on every transaction. I will never place an order here again.

The price given on web site is accurate, but beware they add a processing fee that the on line order does not reflect until after the charge has went thru. I called immediately because it was basically double. they told of the processing fee and it is a formula they use for different contacts. I have been getting my contacts thru them for many years and NEVER had this before and always the same manufacture. My opinion is, it is now false advertising of a price. The response I was sent from lens.com is untrue. They did reach me by phone on 2/3/21 at 12:07pm. The call came from phone #800 536-7266. I spoke with a woman and she said basically the same as the written reply, I told her I still hadn't received a full explanation on a receipt of purchase. She then emailed to me a more detailed receipt. I told her their web site needs to reflect costs before the ordering not after.

I've ordered from this company for many years without issue, including rebate processing. My order yesterday is a completely different matter. Ordered 3 boxes @ $29.99 = $89.97. $7.95 shipping. My total should have been $97.92. My CC was billed $138.41! I immediately tried to use 'chat' to fix this issue. No response and the system put through an auto "ticket" on the matter saying someone would be in touch. Nothing yet. This morning, I called at 8:05 AM (MST). A very nice rep looked up my account and proceeded to advise there was a $40 "processing fee". I told her that didn't reflect at checkout, and it's not reflected on my invoice. She tried to get a supervisor on the line, but had two different "stories" of why no one could speak with me. She took my name/# and said someone would call. It's been 3 hours and no response. Horrible, horrible, HORRIBLE matter! About as dishonest as you can get. I now have screenshots of a new order, and it's CLEARLY not depicting any type of "processing fee" before hitting purchase. I will try and call again, but looks like I will probably have to dispute the charge with my CC company and make a report to the BBB to get any legitimate response. And I will no longer be ordering my contacts from this company. This is absolutely one of the worst online ordering experiences I've ever had; and it's from a company I've used for years, without any issues. Buyer beware!

Iv been customer for may many years and looks like they dont care. This company is a scum. Dont get into rebates. its just a way to scum you and you will wait for years to get this rebate. Also i ordered a month ago 1 box of dailies total for 46$ with free shipping. Great. Today im trying to order 6 boxes and they wanna charge me $153.00 extra for processing fee. hahhaha You truly think im so dumb. I contacted their customer service and all iv heard back - nothing we can do. Its clearly a scum. Googled other prices online and gonna buy for 55$ with not $153.00 for processing fee. Bye lens.com

I cancelled an order from someone else because the price on lens.com was almost half the other price. But... they then added a $179 processing fee! Bait-and-switch. Really bad vendor. Edited to add: Oh please with your reply. No addressing how you don’t mention a processing fee anywhere until someone’s already checking out? And you’re the only vendor who has such an extravagant fee—why not include the fee in your price, since it’s what you’re actually going to charge someone? Because you want to lure people in and hope a few won’t notice your bait-and-switch. And being the cheapest out there even with the fee—a whopping $15 savings from a $360 purchase? So much cheaper! What a joke. I’m not going to support a shady business to save $15.