Devin D.
Good lenses - complicated service
UPDATED: Hannah, who replied below, was extremely helpful in getting the rebates resolved as credits back to my mastercard. It's a convoluted process - probably by design - but if you stick with it, and have order numbers in front of you, they will take care of you. Just want to note, I had to speak to four people (two regular CS reps and two supervisors) in total to get resolution. ORIGINAL REVIEW: Service is fine for getting contact lenses. The issue is with the promised rebates. Over two years, I've received one out of the four they owe me. That's $210 that was never paid out. It's July 2019 and I'm still chasing rebates owed from Feb 2018.
Response from Lens.comJul 18, 2019
Devin, When looking into your account we show there were 4 orders placed. All 4 qualified for rebates. The first order was placed on 2/7/2018 qualifying for an $80.00 mail in rebate. That rebate was shipped to you. Once the rebate card was expired you called us and we issued an account credit for the remaining balance in which we needed up refunded as requested. The second order was placed on 5/13/2019 qualifying for a $30.00 mail in rebate. That rebate was never mailed in. The third order was placed on 12/07/2019 qualifying for an $80 mail in rebate. That card shows it was shipped but we were able to get it stopped to issue a refund to a credit card of your choice. Please give us a call at 1-800-536-7266 and let us know which card you would like to use. The fourth order was placed on 7/2/2019 qualifying for an $80.00 rebate however, that order was cancelled. Sadly, when trying to reach you via phone, we were unsuccessful. Please give us a call and we would be more than happy to find a resolution to this. We appreciate your business and look forward to doing more with you in the future. Thank you, Hannah, Supervisor at Lens.com