Lens.comReviews of lens.com

NEVER BELIEVE THEIR RETURN POLICY!!!!!!! NEVER BELIEVE THEIR RETURN POLICY!!!!!!! NEVER BELIEVE THEIR RETURN POLICY!!!!!!! After 2 weeks waiting after I submitted my first complaint on lens.com, I STILL NOT RECEIVED ANY CHECK!!!! The lens.com just "promised" to refund, but you will never get your refund! Please do not trust the refund policy. After I submit my first complaint, they admitted that I did return 12 boxes not 4 boxes, they tried to lure me to delete the review. I promised to delete the review after I received the refund. I guess they just don't care any customer feedback

I just canceled my order today. I only hope that I will receive a refund in a timely fashion, but I’m not confident that I will. I ordered a year’s supply of lenses on February 2. As of March 9, five weeks later, I still had received nothing. This whole experience has been discouraging. My shipment has been changed four times, each time without any notice to me until the day of scheduled delivery. Every last-minute notification meant that I’d shuffled around my schedule and canceled trips out-of-town for nothing—which is a significant setback for me since I travel for work. However, I was down to my last pair of contacts, and I cannot see without them, so I had be sure to be available for this shipment when it arrived. I wore the same, dry old pair of contact lenses for two months as I was waiting for Lens.com to fulfill their end of our deal. I spoke with three different representatives over the course of this debacle. On Valentines Day, about two weeks (and two notifications of change of shipping date) in, I called and the first representative told me: “We’re just waiting on the rest of your order. We received the left eye yesterday. The other eye should be here by tomorrow.” I said fine, hung up, and waited. Of course, the contacts never came. My delivery date changed, and I was notified via email. And then another week passed, and it changed AGAIN. After two weeks, I called back to find out what I should expect from them. In a moment of Deja Vu, the representative told me: “We’re just waiting on the rest of your order. We just received the left eye yesterday.” What?? That’s what they told me TWO WEEKS AGO! Are you guys reading from a script on how to keep customers dangling on the line? I told the representative about my conversation two weeks ago with her colleague, and she put me on hold to talk to a manager. After a while, she got back on the line and offered to ship out what they had in stock (the left eye). I reluctantly agreed, then hung up. But I thought about it: what good will one eye of new lenses do me? So I called back a few minutes later and spoke to a third representative, Jeremy, to ask to cancel the partial order and just ship the entire order when you have it. Just out of curiosity, I asked Jeremy: “What do you guys have in stock of mine?” His answer astounded me. “Nothing,” he said. “How can that be? I literally just spoke to someone else five minutes ago, and they said that my left eye prescription arrived yesterday.” I didn’t mention that I’d heard the same story two weeks ago. Jeremy backpedaled and said something about the order probably was on a truck somewhere and it just got here, which is why he doesn’t see it showing in inventory. An obvious untruth—unless it’s been sitting in the back of said truck for two weeks. One thing from that conversation was clear, though: One (or mostly likely ALL) of Lens.com’s representatives were lying to me. This past Monday, I reluctantly started shopping elsewhere. I didn’t want to start this process over (God forbid those contacts are backordered in other places), but I had little to no faith in Lens.com, and I knew I had to get contacts from somewhere, anywhere, before I leave the country in a few weeks. (That’s a trip I can’t put off.) I ventured over to WebEyeCare.com, where I took a chance and made a purchase. The processing fees were almost double what they are with Lens.com (~$60), but the price of the actual contacts was almost HALF as expensive as what was advertised by Lens.com. Even with the increased processing fees and extra charges for Rush shipping, I was able to purchase a year and a half supply of contact lenses—FIFTY PERCENT MORE contacts than what I ordered at Lens.com—and my final bill was only $15 extra there. And here’s the kicker: I actually received my order in three business days. They came yesterday. As of that time, I still hadn’t received anything from Lens.com. I feel foolish now, having waited around for over a month for something I could have gotten in less than a week—and for less money at that. The most unacceptable part of all this? The SAME THING happened when I ordered from Lens.com last year. I waited weeks for my order to be fulfilled last year, and the only concession they offered me was a refund on my expedited shipping charges. This was their second chance, and they were no better this time around. There is absolutely no reward for being a faithful customer. I am disappointed because I really wanted Lens.com to make things right so I could continue to do business with them. (I’m a creature of habit.) But this is just unacceptable. I don’t feel like a valued customer at all. I mostly just feel taken advantage of.

Horrible experience, am now almost at a month and have not received my contacts

Confusing costumer service (et al). Three weeks ago was the first call from them asking me if I had the correct phone number for my opthamologist (implying the one I had given was incorrect). I said the one I gave was correct. She asked me to hold. 20+ minutes later she returned to tell me that the Doc had not approved the multifocals I had ordered (not sure why this happened), so she said she would just send the single vision order. Fine. Two weeks ago, I received another call informing me “that the multifocal lenses on my order were not approved” by my doc. Surprised I referenced prior call to which she apologized and assured me the single vision lenses were on their way. Still no lenses.

Purchased coopervision lenses - ordering - shipping was fine. Got the correct lenses in timely manner. However the lenses all chipped the first day of wear along the edges. Each lense after one day of use and removal. I contacted their service department twice - and after one month have not rec'd a reply. Contacted cooper vision and they tell me lens.com is not an authorized distributors of coopervision - although lens buys through a third party so it sounds like a distributor in between them. Working with online chat support now for replacements. Will update review Updated - got call from service department and they are going to make things right. Very friendly and helpful and sounds like we are headed in the right direction. Again will revise when resolved and receive new lenses... Revised 2/16/18 - was informed on Jan 23rd the order would be replaced and would take a week. Its now 3-1/2 weeks later and no lenses. Called and told it will be the end of the month. I would suggest NOT BUYING COOPERVISION (and maybe others) from Lens.com. On the other side - if you enjoy irritated eyes and no customer service (other than talk) - have at it!

After a month i finally received my contacts. I contact customer service 3 time and only on the last contact did they tell me my contacts were on backorder. If i have known earlier it would have not seem so bad but the customer service told me that we in route. I only ordered from them because of the 5-7 days shipping. The first customer service rep did not even answer my question. she just ended the chat. Very rude. I tired to call but was stuck on hold. I Will Never use this service again.

They started calling my phone to get an order right before my prescription expires. Their price was not good this time but I decided to re-order because they already had my prescription online and it was easier and faster for me to re-order rather than finding a new seller. After getting my order they keep sending me emails every other weeks to postpone the date of my orders arrival. It is all after my prescription expired and I couldn't order to another seller before visiting my doctor. They changed the arriving date from November 17 to December 6, then December 11, then December 18 to 21. What is it if it's not a fraud?! The first time I ordered in this website I didn't have any problem and I received my order pretty much on-time, so for the second time I trusted them and ordered even a lot more. DO Not TRUST LENS.COM!

I ordered some contacts and was never charged for them. 2 weeks later they take the money out of my account and ship contacts I no longer need. I already ordered elsewhere. I contacted them and the only answer I received was they didn’t have my product in stock at the time the order was placed but shipped them as soon as they recieved there order. UNACCEPTABLE! I refused the order when I received it and now they tell me they will charge me if they don’t get product back. It’s in the mail. They can track it but instead insist on pestering me with emails and phone calls. BUYER BEWARE!! I have been going through this with them for about a month now from the time I placed the order. Horrible business ethics!!