Lens.comReviews of lens.com

Absolutely terrible service. Placed an order, waited a week and a half and it still hadn't shipped. I contacted Customer Service and was informed it would be another 4 weeks before they had my contacts in stock. But they were listed in stock when I purchased them, and they never, ever contacted me to let me know about the delay. Not even an email. I wouldn't recommend this business to anybody. Run far far away.

I would give this place 0 stars if I could! Ordered contacts 3 weeks ago. Was NOT initially told that my order was backed up 3 weeks from the order date; I had to find this information out for myself. So I wait 3 weeks. 3 weeks gone by and now they’re telling me 4 weeks!! And no one contacted me to update me!!! I am now waiting double the amount of time! Terrible operation! Poor communication. Would never use again. DO NOT BUY FROM THEM!!

I made an order from Lens.com. It was my second order the first order was recieved after a pretty significant delay. I recieved the second order and when I put them on I couldn't see anything. I was taking an exam that week in order to get my teaching certification and I was on my last lens. I explained that the order was wrong and I was told the the lenses couldn't be replaced because I would need to send the others back. I begged and begged the lady on the phone to send me some more. This was done to no avail. Finally I was transferred to a manager who quickly and politely said that she would send new ones via overnight mail. The lenses never showed up and I would up with nothing but worthless contacts. UPDATE THE CUSTOMER SERVICE DEPARTMENT CONTACTED ME AND THEY SENT ME A BRAND NEW SET OF CONTACTS VIA OVERNIGHT MAIL. THANKS!!!

I ordered my contact lenses on 10/14 with an estimated delivery from 10/27-10/30. I called customer service on the 10/23 to get a status update in which the person on the phone stated she did not know what happened with my order. She said I would have my order upgraded to overnight shipping and to call in a week to get an update if I do not see my contacts in the mail. I call customer service back a week later, as the previous customer service agent had told me to and I am told again that they have no idea what is going on with the orderr. Customer service tells me that they are out of stock of my contact lenses (common brand: Dailies) and they are awaiting for an ETA but are unsure when it would occur. So maybe a day? a week? a year? Nothing. It was also concerning because the agent told me she would have my order upgraded to 2-day shipping, which means whatever note the previous agent left was not inputted. They could just be lying to relieve customer's anger as I read other reviews that are common to my experience. For a company with the domain name LENS.com, you would think they would have common contact lens brands in stock. Also it would be nice to get an update that you are out of stock instead leaving it to the customer to get an update and dealing with your untrained customer services agents who give answers like "I don't know what happened." and "I don't know what to tell you.". Never again, Lens.com

I first ordered from lens.com about 4 months ago because it seemed easy and inexpensive. I was in need of contacts on short notice so paid for express shipping. The contacts came 7 days after I ordered them (they were supposed to get here in 2 days). I reached out to costumer service and multiple times via email and phone call and never got a response. I never got a refund for the shipping. The next time I ordered (my mistake) I ordered two weeks in advance before I needed them. It turns out my contacts are on back order and they never informed me and I will be without contacts for another couple of weeks. Costumer service is terrible and the overall experience is terrible. I recommend getting your contacts elsewhere.

UNACCEPTABLE. UPDATE: When I got in touch with customer service after 9 days of no shipping, the rep told me that it would take 4 weeks from my order date for the to SHIP. Are you kidding. So indeed, I asked em to cancel my order but then was told on the phone that “they were having technical difficulties cancelling.” I sat on the phone for awhile waiting for them to just cancel it and eventually they did get to it. 9 days of waiting and 4 weeks for them to ship; no thanks. Do you like waiting for more than a week for the order to ship as they drag on their feet to restock? Do you like incredibly unhelpful customer service? Lens.com is right for you then. Others? Please go somewhere else

Do not order from this company. They charged my card. Sent the wrong contacts. I called numerous times about my order .was promised to overnight my order.but after another 6 days. I call again and am told it hasn't been ordered or sent to supervisor for ok.cause it has to go to a supervision. They send me an email stating I need to pay 80 more. After calling them again for about 6th time.I am told I need to pay $80.00 more to finish processing my order.was not offered anything to compensate all of my inconvenience or all of the calls that I had to do.because their customer service dept can't fulfill a correct order. I asked for a total refund.after they kept my money for 3 weeks. I would never order from them or refer anyone to them. Totally false advertisement. Ordered and then wanted me to pay even more. Lousy customer service and Company. SO BEWARE.. YOU WILL GET THE RUN AROUND!! And not receive what you ordered. 10-16-18 This is being added on to my review. After being promised on more than one occasion my order would be overnighted for free.it wasn't. And at no time during several of the calls was I ever told of the upgraded price.until I was totally disgusted with the customer service. I asked for a refund. Said they would but waited another 6days didn't receive my refund.so I Had no choice in order to get my money. I had to order 2 boxes and paid for shipping.never got free shipping ever. The order was corrected by me. I faxed a copy of what Walmart faxed you.so your below response is still a huge lie. But again don't worry.won't have my business ever.and I hope others think before the order from your sad business. Mistakes were made and no one followed through but me. So don't comment like your customer service tried to make this right. I was the one that had to do all the calling. So I stick with this review. After all this I looked on better business and their are lots of complaints. Lots about no rebates and refunds not crecieved. So do your research people.wish I would have.won't make that mistake ordering from them twice.

They guarantee the lowest prices, but I found lots of sites with lower prices and they do not even match prices. They claim that my manufacturer, Bausch and Lomb controls prices, and that no one can sell them cheaper. I complained to the BBB and to my State Attorney General and Lens.com has not even responded to the complaints. Bad service is one thing but blatant lies and false claims put them beyond even the worst,,,if there was a 0 rating I would give it to them/