Lens.comReviews of lens.com

I don't normally post about poor customer service, but I think this is worth sharing. I ordered contact lenses for my daughter from Lens.com with an expected delivery date of June 8. When that date came and went, I contacted customer service and was told, "Sorry for the delay," and that the new delivery date would be June 23. June 23 came and went. Now I'm being told June 30. Once again: "Sorry for the delay." What disappoints me most isn't just the delay—it's the complete lack of urgency. There was no attempt to expedite the shipment, no proactive communication, and no meaningful solution. Apparently, it takes seven days to ship from Louisiana to New York, even after multiple missed delivery promises. Every interaction with customer service felt like reading from the same script: "Sorry for the delay." I'm sharing this simply so others can make an informed decision. If reliable service and keeping delivery commitments matter to you, my experience suggests Lens.com may not be the best place to shop.

Simple and quick

Deceptive pricing. Company lists prices that are lower than other competition, but it then adds more than $90 in fees for two boxes.

The website shows the price minus the rebate but you end up paying the full price at checkout. Then you have to request the rebate form to get the rebate. The rebate is not online; it is by snail mail (ONLY USPS). You have to physically cut out from each box the proof of purchase (why the receipt doesn't work is beyond me). On top of all this, it took forever to get my contacts from them.

They will eventually ship your lens after a delay of 30 days or more and with multiple dates pushbacks when the date of shipment is close. If you contact customer service to cancel the order, they do not accept cancellations, even if order hasn't shipped. The explanation is that your correction is outside of the normal range, so the worst your sight, the longer the wait.

When ordering their web sure was very clunky. It changed the values on the page so much when I updated field that it took several attempts. Then, once I placed the order it added $160 in processing fees -$40/box. I chatted with customer service agent Cyril who said he would cancel my order. He did not. Then, when I in received the order which I had been told was cancelled, the lenses inside were over two years old. The main reason I noticed was that they said Ultra instead of Infuse. I chatted again with customer service and got Cyril again! He tried every which way to get me to keep the contacts. At this point I wanted nothing to do with this company! After quite a bit of back and forth, he finally sent me a return form. Waiting to see if I have problems getting credit next!! Found the correct, new contacts at another site without the $160 extra markup. Update 5/21/26: Just received a call from the corporate office trying to save face. They say that after I left the chat the agent told me I had to call in to their number and provide the exact same information I provided him (name, address, phone number, etc.) to cancel the order. The last thing I saw in the chat was a response saying "sure" after I thanked him for cancelling the order. Based on my experience they must have added that after I left the chat. The corporate office was confrontational. Glad I recorded the conversation. I ended up having to end the call because the caller just kept trying to explain they were right. No response on why they shipped me two year old contacts with a different name though. I took pictures of all the boxes, original packing, information, RMA form. Everything! Shipped everything back according to their exact instructions. Can't wait to see how they try to refuse the refund. So much for "hassle free" and best prices. Lies, lies, lies!! Update 05/27/2026: Received an email notification that they credited the $ 496.11 to my account and that it would be applied to my next order. Please! Won't ever be ordering from these scamsters again!! Chatted again with "Cyril C." who seems to be their only customer service chat agent as I have gotten him every time. He says he moved the credit to my original payment. We will see in 5-7 days. (fingers crossed, but hopes are not up)

Awful customer service that is clearly outsourced to a foreign call center. Would not ship 1/2 of my order that was in stock until the full order was ready to ship - 3 weeks of delays and the order still has not shipped! They have essentially taken my money and provided no product so far. Extremely frustrating and they offered zero compensation for the delay

Deceptive pricing , pricing when up over a hundred dollars when charge was shown at the end! horrible and deceptive, I will be contacting the BBB