I ordered my lenses over 2 weeks ago, they still have not arrived. I called to check the status and was told that I have to give the post office more time. Excuse me, I paid for 5 day shipping.

I just purchased some contact lenses from lens.com. I seldom check the totals on online purchases because the computer does no make a mistake when adding up line items. As I was checking on my order, I noticed that this computer did make a mistake of $10.40 in their favor. When I called customer service, I was told that it was a "handling fee". This fee is not disclosed as a line item on your invoice, but rather with a minute asterisk next to the subtotal line. When I pointed that out, I was told that the web person was trying to "fix" that.

These kinds of unethical practices give legitimate sellers on the internet a bad name.

I forwarded this complaint to Lens.com and the Better Business Bureau on 2-4- 09:
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Attn: Lens.com - Jennifer Cole
Director of Customer Satisfaction:

I ordered 2 pair of contacts from your company on 1-12-09. Order # 926180.
When I received them from your company the 2 right lenses were not the correct eye prescription that my eye doctor had prescribed. I could not see out of them, everything was a blur in the right eye. I have my old pair from my eye doctor which work fine. The right lenses you sent me were not the same as my right lense from my eye doctor.

When I contacted your company, they said they would send replacements. Now, the right lense replacements that were sent (prescription is correct) are of vastly different color green than the left & right lenses sent originally.
I know this does not effect vision, however, the order is still not right. I ordered from your company expecting matching lenses with the correct prescription. Your web site states satisfaction guaranteed:

"At Lens.com we guarantee that you will receive the exact type and brand of contact lenses specified in your order and confirmed by your eye doctor's prescription. Each pair will arrive sealed in manufacturer's packaging or your entire purchase will be refunded. We also guarantee that all contact lenses will be delivered free of any manufacturer defects or we will replace them at no additional cost."

Also, the lenses sent were not sent in sealed manufacturer's packaging.

They came in throw away contact cases.

I have talked to your company reps. several times today (Nikki, Deanna, Makisha, Chelsea) trying to get through to Karen, the gas permeable supervisor.

Nikki told me that Karen was the supervisor, I was put through to Karen's voice mail and have left messages for her to call me back which she has not bothered to do.

For the record, you should know that your phone representatives were evasive, rude at times, and unhelpful.

Chelsea told me I must send the old lenses directly back to the lab and they will decide whether or not to replace them and that there is nothing more your company can or will do, very unprofessional to say the least.

Do you not stand behind your product?

You hire the lab, not me. I trusted your company to do this right and it is not right.


If your company (lab) had made the contacts correct the first time, this would never have happened.

All I wanted was 2 pair of Boston ES contacts that were the right prescription, color and type.


Please let me know what can be done to resolve this issue.

I have contacted my credit card company which was used to pay for the lenses and they have told me to try and resolve this with the merchant first (which I have been trying to do). Otherwise, they said to call them back and open a merchant transaction dispute claim and they will credit the account and take it up with your company directly.

I would be happy to send the lenses back as I told your reps. as long as I know I will get proper replacements, with the correct prescription, color and type (Boston ES).


My eyes are very important to me as they should be to everyone

I just want what I ordered: 2 pair of matching contacts.


Please let me know,

Thank you,

Michael Rush
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This company should be investigated for fraud (wrong prescriptions, selling recalled contacts, misleading advertising on their website, rude, unhelpful sales reps, etc...)

Look at all the complaints they have against them. Just go on the internet and type in 'Lens.com complaints'.

The Missouri Attorney General's office needs to investigate this company as this involves peoples eyesight, something that should be taken very seriously. I have filed a complaint with the attorney generals office as well.

PLEASE STAY AWAY FROM LENS.COM.
THEY ARE NOT TO BE TRUSTED!!!

What aggravation! I originally ordered on 1/8 - the web site said product was in stock and usually ships same day. The order didn't ship until 1/20, because, I found out, they had to order my contacts from the manufacturer. 1st strike. Then my order does not arrive and I begin an arduous process of tracking it. Their website tracking drops off after FedEx "Smart Post" gives it to the post office. FedEx claims giving it to the Post Office, USPS claims they do not have package. So I contact Lens.com and they say the package is lost. They will issue a refund or re-order, but because of the value of my package, I have to wait 30 days before doing that! I'm in limbo. Can't re-order with them or anyone else, because if the package somehow shows up then I'll have double the order. 2nd Strike.

So now a month and a half into this ordeal, Feb 20th, I call the company and they give me a refund. They say if I want to re-order, they will send what they DO have in stock (9 boxes out of my order of 12) TODAY, and they will ship it FedEx 2-Day. Silly me, desperate for these lenses, I think it's the best option I have and I go ahead. Thinking, surely the first problems were a fluke, they would make sure to get it right this time. One week later, still no lenses. I called them and they said 7 boxes (not 9) shipped on the 23rd (not the 20th) via regular mail (not FedEx 2 day!). Unbelievable. (I wonder if I will ever get these lenses...) Strike 3.

Buyer beware! I will never order from this company again. (I heard from a friend that 1-800-contacts is good... but I will definitely check reviews before ordering contacts online again.

I fowarded this complaint to Lens.com and the Better Business Bureau on 2/4/ 09:
------------------------------------------------------------------------------------------------------


Attn: Lens.com - Jennifer Cole
Director of Customer Satisfaction:

I ordered 2 pair of contacts from your company on 1/12/09. Order # 926180.
When I received them from your company the 2 right lenses were not the correct eye prescription that my eye doctor had prescribed. I could not see out of them, everything was a blur in the right eye. I have my old pair from my eye doctor which work fine. The right lenses you sent me were not the same as my right lense from my eye doctor.

When I contacted your company, they said they would send replacements. Now, the right lense replacements that were sent (prescription is correct) are of vastly different color green than the left & right lenses sent originally.
I know this does not effect vision, however, the order is still not right. I ordered from your company expecting matching lenses with the correct prescription. Your web site states satisfaction guaranteed:

"At Lens.com we guarantee that you will receive the exact type and brand of contact lenses specified in your order and confirmed by your eye doctor's prescription. Each pair will arrive sealed in manufacturer's packaging or your entire purchase will be refunded. We also guarantee that all contact lenses will be delivered free of any manufacturer defects or we will replace them at no additional cost."

Also, the lenses sent were not sent in sealed manufacturer's packaging.

They came in throw away contact cases.

I have talked to your company reps. several times today (Nikki, Deanna, Makisha, Chelsea) trying to get through to Karen, the gas permeable supervisor.

Nikki told me that Karen was the supervisor, I was put through to Karen's voice mail and have left messages for her to call me back which she has not bothered to do.

For the record, you should know that your phone representatives were evasive, rude at times, and unhelpful.

Chelsea told me I must send the old lenses directly back to the lab and they will decide whether or not to replace them and that there is nothing more your company can or will do, very unprofessional to say the least.

Do you not stand behind your product?

You hire the lab, not me. I trusted your company to do this right and it is not right.


If your company (lab) had made the contacts correct the first time, this would never have happened.

All I wanted was 2 pair of Boston ES contacts that were the right prescription, color and type.


Please let me know what can be done to resolve this issue.

I have contacted my credit card company which was used to pay for the lenses and they have told me to try and resolve this with the merchant first (which I have been trying to do). Otherwise, they said to call them back and open a merchant transaction dispute claim and they will credit the account and take it up with your company directly.

I would be happy to send the lenses back as I told your reps. as long as I know I will get proper replacements, with the correct prescription, color and type (Boston ES).


My eyes are very important to me as they should be to everyone

I just want what I ordered: 2 pair of matching contacts.


Please let me know,

Thank you,

Michael Rush