Lens.comReviews of lens.com

The prices are OK, but the amount of time it takes to receive the contacts after purchase (almost 2 weeks) is a bit antiquated for this economy unless you're willing to pay a lot more for shipping, the time to deliver is just tooo slow

Took very long to receive a refund for the unopen contact lenses return

Update: Changed to 3 stars from 2 because after about 5 more phone calls the issue has been resolved. Two stars because I got a quality product, but I ended up paying much more for it than was agreed, and going through a lot of hassle and phone calls. I have ordered from Lens.com a few times, and though I don't particularly like that I have to go through the hassle of a rebate, it has usually come through honestly. This last time though, my rebate card would not work. I checked the rebate card account online and it said that I had a balance of $80 available. I couldn't reach anyone on the card side of the operation, so I called Lens.com customer service. When I called customer service, I was immediately told by the rep that he would just issue me a check. I was surprised by this, since he hadn't even taken time to figure out what was going wrong, but it sure would be easy for me, so what's to disagree about? He said that if it didn't arrive in a couple of weeks, to call back. I didn't get it in a couple of weeks, so I called back. This time the rep had to check with a supervisor. The rep came back and said that the check had been processed and was on it's way and that I should just give it more time. When I called back a third time, I asked for a supervisor right away. No supervisor was available so I was told they would call me back. I did get a call the next day and the supervisor said that the reason I didn't get a check is that they researched on my card and found that it had already been spent. She couldn't tell me when or where it had been spent, and she could not acknowledge that this was different information than I had previously been told--I had been told that the check was already processed and in the mail! I had been told this twice! She said that I could call the phone number on the back of the card and find out the transaction history. Next, I called the number and got a message that the card was closed so the transaction history was not available. Then I went online, where I had previously seen that the balance was $80, and it also now said that I could not see any information on the card. I called back to tell them that I wasn't able to get the transaction history and that at this point I was suspecting fraud. The supervisor also could not get the transaction history and said that the reps do not have access to my card information, so they could not have committed the fraud, and that Lens.com's part was done, they sent the card to me and there was nothing else they could do.

Worst service ever!!!! For your own peace of mind; Do not order from them!!! Last year when I ordered my lenses I’ve never received my rebate. After over twenty emails back and forth, where they replied with a copy paste email making me wait again and again for additional time to process it, I NEVER saw a $$$$!!! Well guess what, same happened this time. I should have listened to my intuition! so far I’ve sent over 30 emails.... they’re still stalling. I asked to talk to a manager... what did I get?! Exactly, another copy paste email. I’ve been told to wait... wait and wait more! Still haven’t seen a $$$!!! I’ve been waiting since January... what a non sense! Again... stay away from lens.com UPDATE: Thanks to this post, I received a phone call from Hannah, a very nice and competent lady from Lens.com. Miraculously after we talked, a couple of days later I received my refund. A big thank you to you Hannah.

So a wonderful rep called Hannah. Who actually understood my concern . Who went above and beyond to explain everything. She also adjusted my shipping charge to standard shipping . She also forwarded my concerns. 1. Website need to reflect the truth. If the item says in stock but they are not and have to be ordered from the manufacturer. The website should reflect that and should say "not in stock but will be soon with a date." I could have ordered from another company and got my contacts sooner. Anyway I said " Thank You Hannah" I changed my 1 to 3 stars because of you! Original Post: Placed an order with 2 day shipping. On monday and verified by Wed. Then Thursday I get an email about my contacts being in stock. I call them and the call mysteriously drops after the rep was talking with their manager. I called back and another rep says there was no way to know when the contacts are in stock. When I ordered it said the contacts where in stock. It did not say it had 5 or 2 left so order soon. The rep said when we get them in 1 week later we will do 1 day shipping ! The reason for paying or Express shipping was to get the here by the same weekend.

It was great to have all the information, prescription, and cost ready to be ordered, but the price increase from the last time I ordered was shocking, Must be the contact lens business got caught up in the China/USA import/export battle. I'm suppose to get a $30 dollar rebate, but other than the rebate will be submitted when the order is shipped is all the correspondence I received about that. I am not fond of all the reminders about re-ordering. I also feel that you are kind of slow in the shipping department. Other than what was stated above, the experience was about average. Roger O.

I’ve used lens.com twice now and ordering and shipping were done without any problems but my first order contained quite a few damaged contacts in the packaging. I’ve never had this problem before and I’m sure the prob is with Acuvue and not so much lens.com, but I just wanted to put a warning out there about this. I receive Acuvue moist (daily).

I'm updating this review as Lens.com reached out to amend this situation. They called and offered to refund the rebate to a credit card so I gave them the number and they said it would be 48-72 hours before I would see the credit. About 4-5 days later the $80 Visa gift card showed up in the mail instead of the credit, which is fine. It took some time but I appreciate them taking care of this, hopefully they have this issue straightened out for other customers. >>>>>>>>>>>>>>>>>>>>>>>>>>I ordered contacts from here in mid-February and was supposed to receive an $80 rebate. I submitted the rebate form shortly after the order and received an email on 4-11 stating that it will take 8-10 weeks to process the rebate. I called today, 7-11 to inquire on the status and the customer service rep told me that they approved the rebate on 6-24 and I should receive it 8-10 weeks from then. So sometime in late August/early September. What a joke, over 5 months to get a rebate and I'm not sure I believe it'll show up even then. I'll take my business elsewhere from now on.