I ordered contact lenses and paid a premium so they would be delivered quicker. That was a month ago - they have still not arrived and there has been no response to the 3 emails I have sent them. I finally phoned to find out what was happening with my order. The very abrupt sales rep was unhelpful and did not resolve the problem. I'm really frustrated with Lens.com as they won't reply to my emails.

On 11/17/2007, I ordered Toric lenses from LENS.COM - their website states great customer service. In MID DECEMBER, I called because I had not received the contacts or any e-mail or information on the status of my order. When I called, I was told that the Toric lenses take longer - understandable - but they should be done processing by the end of the week. Christmas went by - New Years went by - still no contacts. I called again the first week of JANUARY, and was told again that the Toric lenses take longer. I asked where on the website does it state that it can take up to 7 WEEKS for my order to be filled. I was told that I would be sent some information - I never received anything.

Today, I called AGAIN to check the status of my contacts (I've been wearing the same set for 9 weeks now), and was told the same thing...Toric lenses can take longer. When I asked the same question again - where on your website does it state that - I started receiving an ATTITUDE from the rep. I then asked when can I expect my lenses, why is it taking so long, and that I needed this information so I can make a judgment call on whether I was going to cancel my order and order from someone else, or just wait. She said that the lenses are non-refundable, and the order can not be canceled. That's when I wanted to verify with her that although the website touts GREAT CUSTOMER SERVICE, when things go wrong like my order, the customer just has to suffer. THEN, SHE SAID SHE HAD ENOUGH OF THIS AND HUNG UP ON ME MID-SENTENCE! I've NEVER had to deal with this type of company - and I never will do business with them again. I've followed everything that they requested, but got the run-around then hung up on. If you like to deal with problem, unprofessional companies, then LENS.COM is for you - otherwise, I suggest you order from someone else.

ps. After calling back and asking for a supervisor, I actually got someone who SAID she was going to check the delay and get my contacts out ASAP - we'll see about that. But she didn't seem surprised when I told her of the reps actions - I guess they are just 'used to it'.

I placed my order through the internet on June 11, 06, I faxed the Rx to their 1-877 number the next day. Two days later I called them wanted to make sure my Rx had been taken care of and the order was being processed. I was told by the rep that the lenses that I order was in back order status and it would take about 2 weeks to arrive. I said to her thats ok as long as my order had been taken care of.
2 week passed by and on 27th of June I tried checking the status online and it said its still in progress, so I called again and a rep told me that its in back order (again) and I should be able to receive them by next thursday/friday. 2 days later I recieved a email from them saying they had not received my Rx. It got me annoyed because everytime I called they said the order has been taken care of and I should be receiving the lenses on certain certain date. And now they say they havent recieved my Rx?? It was about 8:45pm Eastern time when I called (they closed at 9 Eastern time/10 central) and I spoke with a rep name Samantha (I tried to make sure I knew who I was speaking with so at least I have somebody to refer to the next time I call) She said , again, that order is ok and I should recieve my lenses by next thursday. The next day I called again to make sure the order was ok as said, but turns out they never ordered any lenses for me. I said I needed to speak to the manager and I got transferred to another department (ordering department that is). The woman in ordering department told me that the Rx I faxed in is for a brand name, and the one I ordered was Generic, and they need a Rx that specifies the Generic brand. I got really mad with the time I wasted during the passed 2 weeks calling back and forth, and their rep's dishonesty. So I said I needed to cancel the order and she yelled - okay, thanks for calling lens.com, goodbye (hung up on me)!

I got really frustrated with their dishonesty and unreliable/rude service. Of the 2 weeks plus I wasted, I could have gone to the doctor, get an updated Rx and placed my order and I would be wearing them by them. Instead of notifying me earlier, they kept lying to me everytime I called them. And on Friday I went to a local doctor instead and got my lenses ordered from them, turns out they were even cheaper then lens.com