Lens.comReviews 4,832

I had a little confusion when placing my order online. I kept coming up with a total price that didn't seem to add up. I backed out, canceled and tried it several times, the amount never added up to what I expected, so I called customer service. The representative helped me figure out where the problem was; there is a RED highlighted button that says CONTINUE, so I did. But the total amount, including the extra fees is BELOW that big red continue button. It was very counterintuitive to me to keep scrolling down when the instruction says CONTINUE. If it were up to me, I would place the CONTINUE button at the bottom of the page, below the FINAL AMOUNT. Once we worked through that, the rest of the experience was easy.

The phone rep was not very knowledgeable about the products they sell. She had to look info up and I had to help. It took some time to get her to understand what I wanted. She then told me she couldn't give me a price until I had the exact brand name rather than the manufacturer and type of lens I needed. Finally, after all that, the price included shipping and "taxes". There is no sales tax in my state and I told her so but she insisted that the taxes were included in all orders and I had to pay them. Altogether, not a satisfying experience (despite that I have been buying lenses from them for years). Next time I'll go elsewhere.

The reason for the Review Title is because my initial order which may be still in limbo had been stuck in Kansas City, MO when my order was supposed to be received by February 14,2026. Your representative did help me with a credit and reorder which I appreciate. But, I was told that I would receive an email when it had been delivered and the estimated time of arrival was between Feb 27 - Mar 3. Although I was happy to receive it on Wed, Feb 25, I never received an email. I think that #1. The system for tracking a package should be improved and #2 lines of communication as far as e-mail should be improved as well. Not a pleasant and easy experience for me. I understand there may be a manpower shortage, but in the future, I would prefer to go through a company who acknowledges and explains the reason for delays rather than leaving me to wonder if my order is going through.

The "rebate" system is ARCHAIC! I won't be ordering from lens.com again just for this reason. Overpriced! You require us to physically remove the proof of purchase from the contact lens boxes and mail them to a separate address plus pay for shipping and tracking. Why don't you just do the rebate yourself and pass the savings on your customer like normal companies? I'll be mailing it off tomorrow and we'll see if I actually get a rebate debit card for $101. Shame on you lens.com. Your rebate requirements are ridiculous.