I placed an order on 06/07/11 for some contact lenses. I had checked the website and the information given was that on overseas delivery there was a 7-15 working days delivery period. I placed my order and a few minutes later realised that it would be best to have it sent to my work address. I then submitted a query requesting this to be changed and 48 hours later, I received an e-mail advising me that unfortunately it was too late to change the delivery address as my goods had already been sent to me. I requested a tracking number but was told that as it was posted from the American Post Office (Global Priority Mail), there is no tracking number which to trace delivery. It is now a month later an still no lenses has arrived. I have spent money making repeated calls to the international call centre and initially my first call was made 2 weeks ago when I was told that I would have to wait another week for delivery. I called again last week only to be told that I will have to wait 4 weeks for delivery. So, today I called again and was told that I have to wait 6 weeks for delivery. I am totally frustrated as I have been calling my local post office as well as the local customs office where goods are sometimes delivered to. I don't know what to do any more as I am not getting any satisfactory response from Lens.com. Please, please biycott this company and don't ever use them, they are a waste of time and energy.

I ordered contact lenses on this site before with no problems. After receiving a new prescription from my doctor. I waited and waited for a shipping confirmation from LENS.COM. After no reponse from them, i finally called and was told they never received a confirmation on my script from my doctor. I called my doctor and they said they received no request. I called LENS.COM back again and was told the order was being processed since they received no word from my doctor. That's when the flag went up.

Two weeks after ordering, i finally receive the lenses. I finally had to change my lenses and they were TOTALLY wrong. I couldn't see a thing. I even had to put my regular glasses on in order to see anything.

I contacted LENS.COM and was told the lenses could not be replaced because the prescription was wrong. HELLO! They didn't bother to get a confirmation and proceeded with processing the order. These people have their heads where the sun don't shine. Now, I am out $112.00 for the purchase of lenses I CANNOT use. I WILL NEVER buy from them again.

I ordered my contacts on 4/29 because the site states:
This item normally ships within 4-7 business days.

Mon 5/03/10 I check the status - it says 'Processing'.
4:37 PM I write:
I was wondering how much longer it will take to 'process' my contact order? I will be leaving for Jamaica on the 13th. Please tell me I'll get them no later than the 12th. My order # is 1708989960.
Thanks,
Kelly
Mon, 3 May 2010 20:56:44
Dear Kelly,
Thank you for inquiring about the status of your order. Your contact lens prescription falls just outside the range of product we keep in stock.
Sincerely,
Rachel
Lens.com
Customer Service Department

Tue 5/04/10 9:17 AM
Rachel,
I don't think that my question was answered. Am I or am I not going to get my contacts by the 12th? If the answer is no then I need to get them from someone else. This is VERY IMPORTANT to me! Your web site claims you have my prescription. It doesn't claim my 'contact lens prescription falls just outside the range of product we keep in stock'!
Please give me the opportunity to get my contacts from someone else before it's too late.
Thank you,
Kelly

Tue, 4 May 2010 15:02
Dear Kelly,
Thank you for contacting Lens.com.
The lenses you have ordered are one of our factory fresh contact lenses. This normally takes 7-10 business days for us to receive them from the manufacturer. You will be notified by email once the order has shipped. I apologize for the delay.
Sincerely,
Kelsey
Lens.com
Customer Service Department

Wed 5/05/10 9:58 AM
Ok, since you guys will not give me a YES or NO, I'm going to do the math...
I ordered them on 4/28, 10 days after that (worse case scenario) is 5/10 - not counting Sundays. I need them by the 12th, that's only 2 days! So I'm going to assume that you will ship them the fastest way possible (at no additional cost to me) to insure that I get them by the 12th. I feel that's fair considering your website mentioned nothing about this delay (or I definitely would have ordered them from your competition)...
Am I right?
24 HOURS LATER...

Thu 5/06 /10 11:38 AM
Dear Kelly,
Thank you for contacting Lens.com.
The lenses you ordered are a custom made lenses. I do apologize for the other emails but these lenses can take 2-3 weeks for us to receive from the manufacture. If you want upgraded shipping it will be at your cost. I do apologize for the inconvenience but since the lenses are a custom lens we will not be able to cancel the order.

WHAT??!!
IT TOOK THEM 3 DAYS TO FINALLY ANSWER MY QUESTION!

Thu 5/06/10 11:46 PM
Thanks for not getting back to me in enough time for me to order from someone else! This is a terrible company & I will be putting all of these emails on Face book and every Review site (especially yours) I can find to make sure when people search lens.com they won't have to go through what I am going through!
PUT THE TRUTH ON YOUR WEB SITE!!
I hope my measly $117 is worth ruining my vacation & possibly losing future business.
After copying & pasting all this to their web site review, it won’t accept it because it’s “DEROGATORY”
DUH!

I implore anyone who wants reliable service and a online provider of contact lens that they can count on to NOT GO WITH LENS.COM unless you want to be treated like dirt, ignored, and not even compensated in any reasonable fair way by the rape of what they call customer service. I ordered lenses on 11/7/2009, it is now 12/17/2009 and it still shows as processing. Their website says it should take a maximum of 10 days to get lenses from the manufacturer after which they will ship to you, this should take no longer then 15 days at the MAXIMUM, for you to get your lenses in the mail after you place the order online.

I contacted the manufacturer of these lenses and had a long conversation with someone in their distribution department and was assured that my prescription should have no problem being shipped by an online retailer, because it is readily available and would have been shipped from their end as soon as they got the order.

I ordered from Lensworld.com on 12/10/2009 and they shipped it out to me on 12/17/2009, a bit of a dichotemy compared to Lens.com isn't it?

Lens.com has approximately 20 employees, which perhaps is a reason why they lack so much in service and actually taking care of problems like this.

DO NOT DO BUSINESS WITH LENS.COM... DO NOT DO BUSINESS WITH LENS.COM... DO NOT DO BUSINESS WITH LENS.COM!!!

Their prices are pretty competetive and I promise you for a few extra dollars you will save much heartache and headache if you go with any other online provider.

I had a experience where Lens.com had to order the contacts from the manufacturer and took forever to send them.

On August 10th, 2009, I placed an order with Lens.com and chose the standard shipping, expecting it to arrive within five to seven days.

The next day on August 11, 2009 Lens.com notified me that they had to order the lenses from the manufacturuer. That same day I sent an email follow up requesting that they upgrade the shipping free of charge since they would take the additional time to send me of cost. I thought that this would be an acceptable compromise solution.

On August 12, 2009, I received an email from Lens.com saying that they would not upgrade the shipping since they believed that they would be able to make the delivery within 10 business days. Specifically, they said: "I do apologize, we would not be able to upgrade the shipping free of charge since it is within the allotted time frame. It would have to be over the 10 business days before we could upgrade at no additional charge."

I was confused how they could make the delivery within 10 business days. So I followed up with an email asking how they could make the delivery given they needed to order from the manufacturer and then deliver it to me.

Then they finally gave a straight forward answer on the next day that said: " It can take 7-10 business days for us to receive them from the manufacturer and then 5-7 business days to reach you."

Basically, they admitted that under the best possible solution it would take at least 12 days for my contacts to arrive.

I called on August 17, to ask again that they upgrade the shipping. (I would have called earlier but work got int the way.) Again the refused to upgrade the shipping. But now they give a different reason saying that the order has been shipped and is on the delivery truck and would reach me by the end of the week. However, when I check online the order is still "processing."

They also say they have charged my card. A check with my credit card company does not reflect any charges yet.

So now I call them back and they say the charges should be reflected online before the end of the day and that I should receive an email confirmation that my order has been shipped.

I'm not sure what to believe from them. But I think I'll refuse the order when it arrives because of the poor customer service and purchase my contacts else where.