On SmartCustomer, businesses may not offer incentives or pay to remove reviews. Learn more about our Review Guidelines.
From the business
Our mission and passion, since 1995, is to provide you with the best way to buy contact lenses - better than your eye doctor, better than big box, better than other websites. We think you’re looking for the best prices on brand name contact lenses supported by hassle-free business practices. We’ve grown and invested over the years to ensure we can meet your needs. Everyone on the team is dedicated to one thing only, your satisfaction with our service. Give us a try, you’ll be glad you did!
Lens.com Reviews Summary
The company has garnered a reputation for competitive pricing and a user-friendly ordering process, with many customers appreciating the wide selection of contact lenses and efficient customer service. Positive experiences often highlight prompt assistance in correcting orders and addressing prescription issues. However, concerns arise regarding hidden fees during checkout, shipping delays, and occasional inaccuracies in fulfilling prescriptions. While many customers express satisfaction with the overall service, the lack of transparency in pricing and the need for improved communication regarding order changes are common areas for improvement.
This summary is generated by AI, based on text from customer reviews
Instant Feedback
We monitor reviews for authenticity
The order process was very easy and the lenses arrived promptly. The price was reasonable; however, the rebate form is not included with the order. You have to go online to print it.
I have no way to print rebate form. I believe rebate form should have been included in my order shipment.
Could you send it to me in the mail to Donna Swinehart, 281 Mountain View Ct., Branson West, MO *******
Donna,
I apologize for the issues on the rebate. You can print the rebate form from your Lens.com account. You would select the rebate center, ready to issues, and print rebate form. We will also be mailing the rebate form to the address you provided. Please let us know if you can be of more assistance.
Thank you,
Helen - Manager Lens.com
Site was very easy to use. Best prices. Received my contacts in record time and all in all it was a very good experience. The only problem I had was a handling fee being added to the cost of the lenses. If you add that, plus postage it comes out to most contact lens websites for the same lenses but it was still a good experience
Terri H
Terri,
Thank you for the review. I am happy to hear that you had a good experience ordering from Lens.com. We strive to provide the best customer service, lowest prices, and quick delivery. I appreciate your feedback on the handling fee and we will continue to work on saving our customers money. Thank you for choosing Lens.com. We appreciate your business.
Thank you,
Helen - Manager Lens.com.
I am a repeat buyer at lens.com and usually, my experience has been good. This is the first time I had to speak with an agent because there were 2 prescriptions on my prescrip form and the person I spoke with was very difficult to work with. Twice she put me on hold for over 5 minutes and failed to resolve my problem in those times. It was painful to be on the phone with her as she cleared her throat often without consideration of how this came through on my end. ( The second time I was on hold I eventually hung up and never heard back from her. I was very close to cancelling and ordering elsewhere.
At the end of your ordering, the price that is quoted to you is without the Handling and Shipping. I was charged $22 for shipping and handling, which I think is ridiculous! But, I have to say, even with the shipping and handling, the price is less than other websites. I would give it 10 stars if they didn't try to get over on you with the S&H.
Lucinda,
Thank you for the review. Our goal is to make the ordering process easy and to save you money. Thank you for your feedback on the shipping and handling price. We appreciate hearing from our customers and will look at ways to make your ordering process easier and save you more money. Thank you for choosing Lens.com. We appreciate your business.
Thank you,
Helen - Manager Lens.com
I was a loyal customer for another site for purchasing on-line. Lens.com has won me over. If only the processing and delivery time could be tweaked, the rating would jump up to 5 stars.
A happy Lens.com customer
Karen,
Thank you for taking the time to leave us this review on your experience with Lens.com. I am happy to hear that your experience was positive. We look forward to your next order with our company. Thank you for choosing Lens.com. We appreciate your business.
Thank you,
Helen - Manager Lens.com
Perfect website, so easy to use. Easy to upload script and get good prices in contacts. And fast shipping as well. Will definitely be using website in future.
Victoria,
Thank you for your review on Lens.com. I am delighted to hear that your experience with Lens.com was quick and easy. I am happy to see you took advantage of our uploading prescription option to speed up your order. We look forward to doing business with you in the future. Thank you for choosing Lens.com. We appreciate your business.
Thank you,
Helen - Manager Lens.com
Thank you so much for the opportunity to save some money on my child's contacts. I hope to have a lasting relationship with Lens.com
Melissa,
Thank you for the review. We hope to have a lasting relationship with you as well. We are here to make the ordering process easy and convenient while still saving you money. Thank you for choosing Lens.com. We appreciate your business.
Thank you,
Helen- Manager Lens.com
I trusted Lens.com to deliver a recent order. Once the delivery date promised by their website had come and gone I had to go digging for my order number. I found out they didn't even have my contacts... and couldn't tell me when I would get them. I had to cancel my order and purchase from a local company instead.
From their website - "With over 23 Million contact lenses in stock, we immediately fill your order with your exact prescription." - This is a false claim.
Jonathan,
I apologize for the issues you experienced on your order. The lenses that you ordered had to be ordered from the supplier which can add 7-10 days to the shipping. The order was placed on 7. 7. 18 with an expected arrival date of 7. 17. 18. An email was sent on 7. 10. 18 advising that the lenses had to be ordered and we expected to deliver them on 7. 18. 18. We have tried to reach you to discuss the issue on your order. If you need anything else from Lens.com, please contact us back.
Thank you,
Helen - Manager Lens.com
Ordered contacts a week ago, STILL don; t have them, I called, they told me it could be up to 2 more weeks. REALLY BAD OPERATIONS
Phil,
I apologize for the issues on your order. The lenses that you ordered had to be ordered from the manufacture, which added a few days to the shipping. I show that the original expected delivery date of the order was 7.12 to 7.16. We sent an email on 7.6 advising that the expected ship date would be between 7.11 to 7.13. The lenses shipped on 7.12 and I show that they are expected to be delivered today 7.16. Please let us know if we can be of more assistance.
Thanks
Helen - Manager Lens.com
Ive ordered from lens.com several times and the process has always been seemless. Although their prices are not the least expensive compared to a few other websites, i have learned paying a bit more is worthwhile for better service. Will continue to be a repeat customer after unpleasant experience with other company.
Naomi,
Thank you for the review. I am pleased to hear that you had a great experience with Lens.com. We strive to provide the lowest prices, best customer service, and quick delivery. Our goal is to make the contact lens ordering process simple and convenient for our customers. Customer service is our priority and make sure our customers are satisfied with their purchase is very important to us. We look forward to your future orders. Thank you for choosing Lens.com. We appreciate your business.
Thank you,
Helen - Manager Lens.com
Easy ordering, good price and fast shipping. It was an excellent experience and I will definitely use lens.com for future purchases
Lori
Thank you for the review. I am pleased to hear that you had an excellent experience ordering from Lens.com. We strive to provide the lowest prices, best customer service, and quick shipping. We look forward to your future orders with Lens.com. Thank you for choosing Lens.com. We appreciate your business.
Thank you,
Helen - Manager Lens.com
The ordering process is very easy and user friendly.
I have always had a wonderful experience with Lens.com.
Thank you!
Jan,
Thank you for the review. I am pleased to hear that you had an easy time ordering and the website is user friendly. We strive to provide the best customer service and lowest prices. Thank you for choosing Lens.com. We appreciate your business.
Thank you,
Helen - Manager Lens.com
My experience so far has been tremendous. Look forward to receiving my contacts! I especially appreciate the chat support specialist who answered my questions and help me fix my order.
Randy,
Thank you for the review. We are so glad you had a pleasant experience with ordering from Lens.com. I am happy to hear you chatted in with our friendly chat specialist and that we were able to assist you with the order. We strive to provide the highest quality lenses at the best prices. Thank you for choosing Lens.com, we appreciate your business.
Thanks,
Helen - Manager Lens.com
I ordered contacts 3 weeks ago. I finally started calling them every day to find out where my contacts were. Yesterday at 5pm in was told they were in, and would be shipped today. At 5:07 This morning, a mere 12 hours later I get an email saying it will be another 3 weeks. No, I will be calling my credit card and canceling pmt, then ordering from a reputable company.
Rebecca,
I apologize for the issues that you experienced on your order. Our goal is to provide low prices, excellent customer service, and quick shipping. The lenses you ordered had to be ordered from the supplier as the fall under our factory fresh guarantee. I show that you did call in a few times and the agents upgraded your shipping to overnight at no additional cost. When you called in on the 27th we were able to split ship your order. I show that both boxes for your left eye and one box for your right eye were delivered on 6. 28. 18 and the remaining box was delivered on 7. 2. 18. The original expected delivery date when the order was placed was June 29th to July 3rd. We were able to meet that expectation and even exceed the expected date on the first shipment. Please reach out if we can be of more assistance.
Thank you,
Helen - Manager Lens.com
The Lens.com contact shopping experience was superb. I managed to find an amazing price for my lenses and they even arrived 3 days early. I definitely recommend Lens.com to others.
Rafi,
Thank you for the review. I am pleased to hear that your Lens.com contact shopping experience was superb. We strive to provide the lowest prices, best customer service, and quick shipping. Thank you for the recommendation. Thank you for choosing Lens.com. We appreciate your business.
Thank you,
Helen - Manager Lens.com
Great Customer Service, fast delivery! This is my 3rd set that I ordered! Never had any issues! Would definitely recommend!
Rebecca,
Thank you for the review. I am happy to hear that you had great customer service on your order. We strive to provide the lowest prices and best customer service possible. We look forward to hearing from you in the future. Thank you for choosing Lens.com. We appreciate your business.
Thank you
Helen - Manager Lens.com
Ordered contacts on a Friday - paid for overnight shipping. 1 week later contacts not shipped. Told that in the fine print somewhere on their website it said my multifocal contacts came "factory fresh" which really means they don't stock them and they have to order them from somewhere first.
Customer service finally send me an email saying they have been shipped. Next day I get another email saying they have been shipped. So still waiting - and it's been almost 2 weeks.
Bottom line - don't order from them if you need your contacts in a short time.
Rick,
I apologize for the issues on your order. I show that the order was placed on 6. 18. 18 and verified the same day. When placing your order, once you selected the overnight shipping you should have received a pop up box stating that the lenses had to be ordered. I apologize if that box did not display. We replied to your email on 6. 5. 18 advising that the lenses fall under our factory fresh guarantee as stated on the website the lenses normally ship within 3-5 business days. The order was shipped out on 6.12 and delivered on 6.13 with free overnight delivery. We have tried to contact you by phone twice to discuss the issues. Please contact us if we can be of more assistance.
Thank you
Helen - Manager Lens.com
I have used lens.com for over 10 years and they have constantly delivered my order on time. Will continue to use only lens.com for my contact lens needs.
Bob,
Thank you for your loyalty to Lens.com. We strive to provide the lowest prices and best customer service possible. Thank you for choosing Lens.com. We appreciate your business.
Thank you
Helen - Manager Lens.com
I have been using Lens.com for more than a decade. It is easy, convenient and well priced. I wouldnt buy my contacts anywhere else!
Allyson,
Thank you for the review. I am happy to hear that you had a great experience ordering your lenses from Lens.com for the last decade. We strive to provide the lowest prices and best customer service possible. We look forward to hearing from you again. Thank you for choosing Lens.com, we appreciate your business.
Thanks,
Helen
Manager Lens.com
See reviews as you browse!
Get the Chrome Extension.
Add Extension
- SmartCustomer’s sole mission is to increase online transparency for buyers and businesses
- SmartCustomer has helped over 200M buyers make better purchasing decisions online
- Suspicious reviews are flagged by our algorithms, moderators, and community members
- SmartCustomer’s sole mission is to increase online transparency for buyers and businesses
- SmartCustomer has helped over 200M buyers make better purchasing decisions online
- Suspicious reviews are flagged by our algorithms, moderators, and community members
Edward,
Thank you for your feedback on the rebate. I am happy you had good service and the ordering process was easy. We strive to provide the best customer service and lowest prices. I apologize for the inconvenience of printing off the rebate form.
Thank you
Helen - Manager Lens.com