Lens.comReviews of lens.com

I ordered dailies aqua comfort plus on November 26, 2019. Initial email I was sent indicated a shipping estimate of December 6th. They changed the date to December 13th due to them being out of stock with the items I've purchased. They changed the date yet again to December 18th. Meanwhile, ive contacted lens.com via phone and was advised to contact Alcon, the manufacturer of the lenses I've ordered. When I contacted Alcon about my delays with lens.com, I was told that they do not directly supply lens.com. I called lens.com again today and relayed what I was told by Alcon. I asked who their supplier was so I can contact them. The customer service rep placed me on hold to talk to a supervisor. She then told me that her supervisor told her the supplier could not be released. I asked to speak to a supervisor. The customer rep sarcastically said "I'd be more than happy to do that." The supervisor gave me the same runaround, expressing that the supplier is giving them the expected arrival date of my product. I've explained my interactions with the customer service reps, the misleading information I was given. They offered an overnight shipping which was already promised to me earlier. I told them that I've paid for my order, and the supervisor countered by stating that I did not pay as they only bill once the product has shipped. However, I've provided them with my card information, my billing address, and the products I wanted. That is not a very good response to a consumer who's been waiting over three weeks for his products. I was finally told I can take my business elsewhere. However, I've been waiting for over three weeks, provided my card info, so I'm hoping they would send me the contacts soon. At no time I was disrespectful to any of the customer reps or the supervisor, so to me, their response was unprofessional. EDIT: 12/27/2019 a supervisor contacted me by phone. I was still told that they are waiting on the supplier, and the supplier is waiting to give them a date. I asked if I can get the contact info to the supplier and the supervisor apologized and said they could not give me the supplier info. I asked what the supplier is telling them (lens.com) and she told me that she is not 100 percent sure as her unit is not the ones contacting them. When I asked if I could speak to someone from lens.com who contacts the supplier, she told me that she could not. I asked what she was trying to accomplish with this phone call and she told me that it was to keep me updated. I appreciate the call but I learned nothing new in the phone call I received today and no contacts. EDIT 12/28/2019: I received an email stating that the new shipping date is 01/07/2020! I called again and asked for a supervisor. I asked them to waive the processing fee as nothing has been processed. The supervisor told me she could not. I asked "why not?" To which she replied, " I just can't." I asked to speak to someone who could. She placed me on hold, got back to me and agreed to waive the processing fee. I told her I hope I get my lenses by the expected time. EDIT: 12/31/2019: A manager from lens.com contacted me, indicated that my order has shipped. I will be checking my card to see if they actually waived the "processing fee." The manager was very apologetic as she should have been, but I appreciated that a lot. I was told to "be patient" in my various calls which I have been for the past five weeks. I will not order from them again because of the wait time and the poor customer service I have received from various customer service reps and their supervisors. They won't give you information, sounds genuinely annoyed when you call about the order you've placed weeks prior. It's like a "secret" little business they are running. EDIT: 1/1/2020: finally with a tracking number for my shipment. I'll let you folks know if I get my order and how the rebates go.

I placed my order on November 29th. When I placed the order I was told the estimate time of delivery between December 6-10. I’ve been calling them to check the status and they can’t provide me with a delivery time, all I am getting is a runaround from customer service. UPDATE: DECEMBER 26th 2019 almost a month and I haven't received my order.

They delayed my order 3 times and the final delivery date was over a month after the day I ordered them. I’m having them cancel my order and I’ll never use them again. Do yourself a favor and go anywhere else.

Lens.com appears to have the best contact lens prices, but after entering order information they tack on nearly another $20 for shipping and processing. This is dishonest. After receiving the below response from Lens.com, I rechecked their site. While it’s true that the order processing fee is now gone, the per-box price for my lenses has jumped from $39 to $62, raising the total order price to around $130, it was under $100 when I tried ordering a couple of days ago. My original review stands. Shop around, there are other online retailers with transparent pricing, what you see on their site is actually what you’ll pay, no hidden fees that only pop up on the final checkout page.

I've been ordering from them for about 2 years. Generally lower prices although a couple charges get tacked on at the end of the checkout, which increases the price significantly. Here's my issue: my last order had a defective lens and because I have a different prescription for each eye, I basically could only use 5 of the 6 months of lenses. They credited me for one lens and said they couldn't credit me for the other because it wasn't defective. So I basically had to pay for a lens that I could not use. Online chat is useless; phone calls are more useful. Very slow delivery. Will order with a more ethical company next time.

I ordered my contacts over 2 months ago, they kept giving me the runaround, 1st it was 7 to 10 days, then 2 to 3 weeks, I ordered them on September 1st and then they cancelled my order on October 23rd, for what reason...I don't know, they promised to send them on fast 2 day shipping....still waiting!!!! Guess I'll have to start looking for another supplier to order from. Losing customers left & right guys....SMH!!! Rating on my behalf is a minus -5 stars!!!

Well I ordered my contacts received them and mailed ALL my paperwork for the rebate. Didn't receive this rebate after waiting a long time. Called the company and they said I didn't send the correct invoice. Really how many invoices are there. They wanted me to reorder and they would Credit me the $110. Not happening. I will wait another 10 weeks for my rebate thank you. I don't expect to receive any rebate at all. Who are they kidding. Lost my business for life!!!! Going to BJ's to get them great prices and NO hassle!!! This rating should be a negative 10!!!

Be careful, don't trust them This morning I called and spoke to John in Customer Service He told me that my prescription was sent to my doctor for verification by fax and that he never responded. How is possible that I received this email saying that it was verified? I have been having a lot a problems with lens.com I placed my order and when the lens arrived they were not the prescription I ordered so I returned them and I was told that they had the right one in the warehouse and It would be reshipped to me. My order was power +1.50 Add +1.00 and I received power +1.50 Add +1.25. The second shipment was only one box and it came exactly the same wrong power +1.50 Add +1.25. I called and asked to cancel my order since a supervisor told me that they don't carry my order exactly as I need it. But instead of receiving my money back three more boxes were sent with the same wrong power +1.50 Add +1.25. I have called so many times and I have lost so much time by going to the post office three times to return the three shipments. I have sent the USPS tracking number and receipt and still today I am said that they have a procedure to refund the money and that just a part of my money is going to be refunded for now. In what part of you procedures is the solution when you sent wrong three times an order to a customer and you keep its money? I feel honestly that lens.com have been lying to me and stealing my money because they knew from the beginning they didn't have what I needed but they kept sending me more and more lenses. Why still today this person John claims that my prescription was never verified because my doctor never responded and I received an email saying they did and that no action was required from my part? Every time I call they have a different story and at the end I have no lenses nor my money and all have been wrong by their side. I want my money back this week. This have been taking too long. I have evidences of all the lies and the worst customer service I have ever received from a vendor and they are hiding behind the supposed procedures to not refund my money. I don't have my lenses and they have the tracking numbers to prove that I sent them back all the three shipments and I have the right to receive my money now since all the errors and lies have come from their side and in the procedure has to be a solution when you make things so so so wrong