Lens.comReviews of lens.com

I am furious with this company. I have been ordering contact lenses from them for both of my kids, and never have been more disappointed than I am now. My original order was placed in December 2018. I submitted in rebate immediately. It’s now May, 5 months later and I’m still waiting on this rebate. The second set of lenses was purchased in February 2019. That rebate was also submitted immediately and processed as valid, however still awaiting the rebate on that shipment of lenses also. I have called and feel as if all I’m getting is a run-around. Very disappointed customer. Update: lens.com called me after posting this and offered to refund the rebate amount to my credit card, rather than having me continue waiting for the rebate to be processed. The rebate refund has posted to my account.

I've been a customer of Lens.com since 2005 and have purchased literally thousands of dollars worth of contacts for my family and myself. However, I will not be ordering from them again, nor their sister/affiliate site, JustLenses.com. I ordered contacts in December of 2018 and never received the rebates. On 4/17/19, I chatted with "Erica B" and asked about the status of the rebates. I was told that since I had not received the rebates they would credit my card and was asked to provide my credit card information. I was then informed that, "the card will be refund for the $70 to the card you just gave that can take the 24 to 48 business hours for the refund to take place.". After still not received the rebate or credit, I chatted with "Brittiany W" and asked about the refund. She told me, "It was issued on 4-8-2019". I asked for the confirmation number and she told me that someone would contact me with the information. I haven't heard anything since, nor have I received the rebates or refund. I can purchase the contacts elsewhere for the same price if the rebates aren't going to be honored. The last time I ordered I also had to follow up on the rebates. It's just too much hassle. UPDATE: I have added back one star because the rebate was indeed issued to my credit card as stated. I had used a credit card I hardly ever use just to keep it active and I had forgotten all about it. It wasn't until I received a check from the credit card company for the refunded amount that I realized what happened. However, my original statements regarding the rebate process still stand, i.e., it has always involved additional intervention on my part in order to receive them.

I gave lens.com 3 stars because I’ve had both excellent service and the opposite. The first 3 times I ordered contacts, I received my lenses on time and as ordered. I was very happy with the service. This last time could have been handled a lot better. There was a complete communication disconnect between seller and buyer. Apparently they didn’t have my contacts in stock and they had to order them. I called customer service and he was very helpful, but said that the arrival date was always December 24 (even though I have an email that says otherwise). I just tracked my package and it indicates that it is still in fulfillment even though he said that it was already shipped. I am still waiting patiently to receive my order despite the original estimated arrival date of Dec. 18. The holidays are busy, but it would be appropriate and good customer service if they would inform the customer of any delays. Indicating on your website “in stock” or “out of stock” would be helpful as well.

Quick order. Fast delivery. The only downside, what I thought, was an excessive processing charge of $10.43. That plus the $7.95 shipping cost almost wiped out the discount/rebate.

Good prices, horrible customer service! First time customer, won't be ordering again. All in all, the shipping time wasn't as bad as some here have experienced. I even got the lenses I ordered thankfully, via FedEx smartpost with USPS making the final drop. Understandable with free shipping, I was aware that they could be using shipping methods like that. Still took 6 business days to arrive, or 9 total days. That's pretty bad turnaround times for a little over 1000 miles away. To be fair the initial email said to expect shipping arrival around that time, which seemed to conflict with all the information available on your website so I assumed (wrongly) that you might be one of those retailers that over estimates shipping times so you can ship ahead of estimates and that estimate is in case something goes sideways. Then when someone gets it early they think great, awesome! That's not the case here, I consider myself fortunate to get what I ordered when you said it would be here, based on the reviews here. What I don't understand was no mention up front of a processing time, and I should have taken a look around to read up on reviews. My prescription is not abnormal, nor do I think the lens I was ordering is unpopular, and their claim to stock millions of lenses ready to ship within hours seems pretty.. inflated. Their FAQ is very vague when providing answers for when things aren't quite what someone would expect when dealing with an online retailer. I ordered on a Saturday, understandable there would be no movement on shipping until Monday. Wednesday rolls around, I see still "in fulfillment" on my order. Call them up around noon time The person who answered the phone had just as much information as I did. "There's no reason your order should have taken this long to ship" well darn, give me one anyway, make something up, at least that's making an effort. I was promised that a supervisor would contact me, as I found their answers completely bewildering. What's the point of having a customer service number if you have no answers for your customers? No supervisor contacted me at all, that was a straight up lie. I did get the email for shipping, on Friday morning, that notified me they had shipped on Wednesday. Why did nobody have this information? It's bizarre. I can excuse all of this, I'm not even mad that you never replied to the final email with suggestions about how you might improve your communications with customers. Customer service is extremely vital when I'm placing faith that someone I don't know, never met, and never will likely meet will fulfill my order, and the response I got from you guys tells me that if something were to go REALLY wrong on a future order I could not count on you to make it right. The numerous reviews here show that. Offering to make it right after public exposure is not a good way to run a business. It makes you look cheap and desperate. Fun fact: wouldn't have even posted this review had you responded to my email. Would not shop again, but at least I got the lenses I ordered, and they appear acceptable. 3 stars. Edit: the company monitors this website. They will try and contact you as a matter of course. There is no way to make this right as far as me, personally, as a customer is concerned. I will not shop there again. I got my product, you got my money, the exchange is done. I posted this so others understand what may happen if they deal with the company. An offer to make it right after the fact is not what customers want when it keeps going wrong. Improve your service so reviews like this don't keep popping up. It doesn't seem like this problem is confined to one or two people at your company, it's systemic. If that's not clear enough, I don't know how to help you. TL;DR, my problem is two-fold: systemic poor customer service across multiple agents, and the desperation of counting on websites like this instead of being proactive with your own customers to begin with. Thank you!

Recently ordered lenses, by unfortunate I lost my wallet, asked them to put hold on order which they did. I called with CC info, to lease oreder. Have had to call 4 times order still not released. Spoke with Supervisor, offered nothing just next day frdex, which ment next Monday. Customer service s--ks. Personnel not caring about customers. Will never order again, and will spread the word not to use them.

The prices are wonderful but it takes too long to get contacts as they are asking me for a review yet I'm still waiting for contacts...makes no sense.

Previous Review: In many cases their pricing is only competitive if you take advantage of the mail-in rebates. However, that's not as easy as it sounds. I've mailed them my information three separate times, and yet they still claim that they have not received it. They also refuse to accept the documentation electronically, which makes me believe that the whole thing is a scam. Update: After a final email to customer service, lens.com offered to process the refund via the phone. So it was quite a hassle to get it done, but at least they finally took care of it.