Lens.com review for contact lenses - are they cheap?

Getting the best value for your money when it comes to eyeglasses, sunglasses, eye exams, and contact lenses.

Postby george » Thu Jun 02, 2011 11:09 pm

As part of my quest to find the best place for buying contacts, I entered an order for 8 boxes of the Acuvue Oasys at Lens.com and the price showed as $19.99 per box, which is a decent price. But I went ahead and went to the checkout screen to find that shipping is an additional $7.95 which brings the price per box to $20.98. This is still a decent price. BUT I also noticed that they added an “Insurance and Handling” charge of $10.40. So it appears the final price per box is actually $22.28. One thing that I find ironic is that when you click the information about the “Insurance and Handling” charge they specifically state “100% price visibility - no hidden charges” as one of the reasons to shop with them. They do explain the reasons for the insurance and handling charge include that they offer credit for ripped or damaged lenses and will reship a missing order. They also will give you a credit for returned and unopened lenses in the event that your prescription changes. I haven’t looked to see if the other online sellers offer these same benefits, but it sure seems to me that this would be a “hidden cost” since you do not have the option of waiving the insurance.

Looking around for coupons for lens.com, it does appear you can lower you price a little if you are spending more than $200 on an order (which 8 boxes of the Oasys does not quite reach) asI found a few online coupons for $5 off and free standard shipping. In the past there were some $15 off $149 for first time orders and free shipping for $139 orders, but those coupons appear to have expired.

Just as important as price is the customer support and service provided in getting the product shipped to you. Like previous places I reviewed, there are plenty of mixed comments. Some people report they got a great price and the product was shipped quickly. Almost as frequently, people reported absolutely horrible experiences. One person commented that his credit card was initially declined and so he called and cancelled his order. Two weeks later he received an email saying the order had in fact been shipped. He called customer support and they said he could just decline the shipment and they would refund the purchase. In the end, they did refund the purchase, but not the shipping cost. I don’t know if this was before they started charging for “insurance” but I would be upset if I returned the product and was charged a shipping fee when it was the company’s fault. Other people reported very slow shipping - taking several weeks for an order to arrive. Even on products that say on the website that they ship in 3-5 days sometimes won’t ship for more than a week. The company would not give any reason to the buyers why the delivery times are so much longer than what is on the website. I would be cautious with this company.
george
 
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Postby george » Fri Jun 03, 2011 10:43 pm

I was able to find some additional information on the Better Business Bureau website, but it is a bit hard to sort out. There is a VERY concerning letter from 2009 about Lens.com that can be read here. According to the letter, Lens.com was using the same post office box as JustLenses.com, ContactsAmerica.com, and 1-800-GET-LENS. The BBB gave the company an “F” grade, due to 158 complaints against them in the previous 36 months. The complaints were similar to what I pointed out above, with hidden charges, mistakes in the orders, and long delivery times.

The confusing part is that if you go to the current BBB page for Lens.com you will find they now have a rating of A+. They do still report around 130 complaints from the past 3 years, and they identify them as again being hidden charges, mistakes with filling orders, and delays in delivery. Interestingly, they say that the things that improved their score included the length of time the company has been in business, the LOW amount of complaints given the size of the company, the way the company resolved the complaints, and that the BBB has sufficient information about the company.

Of the 131 complaints over the last 3 years to the BBB about Lens.com, 83 were resolved with BBB assistance, 6 were not resolved with the customer not satisfied and BBB feeling there was not a good effort to resolve the problem from the company, and 42 where the customer was not satisfied, but the BBB felt the company made a good effort to resolve the complaint.

I take all of this to mean that the company has been making more of an effort since 2009 to resolve any issues, but it seems like they still have some problems. I'm going to keep looking for a better option.
george
 
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Postby shanx24 » Sun Nov 11, 2012 5:26 pm

I have had nothing but difficult experiences getting LENS.COM to ship products to me internationally. Their customer support, when it is reachable, is manned by some really low IQ people. They use USPS International, which might as well be pigeons delivering your mail. Never once have I received USPS mail here in Asia. Not once. It always gets lost. I'd rather buy my lenses locally for the extra 10-15 dollars than to pay and not get any package nor any help from customer service. Highly unprofessional.
shanx24
 

Postby maryhaidar » Sat May 09, 2015 9:05 pm

Lens.com has the absolute worst customer service.... Hassle-free returns my arse!!!! I called in January to get a RMA to send back contacts, then returned them.... they had no record of my getting an RMA or returning the contacts... I have spoke to numerous people since January and get a different story from each person I speak to!!! Finally for a rep a week or so ago that said "yes" she could see in their system that they received my return, but can't tell what I returned or what happened to it. She said they they will go ahead & credit my account for 3 boxes of the 2 types of contacts I'd ordered and that I should see a credit in a day or two.... So I call back the other day as there is still no credit, and of course got a different person who gave me a different story. They cannot credit me as they have no way to tell what I returned, they said they'll search the phone records for my original call (not sure why they never did the 10 previous times I called)... so they called me back this morning. They found my original call where I requested a RMA but they said "they have no record that I returned the order".... I said I just spoke to a rep last week and she confirmed that she could see my return was received. The rep said the tracking # in their system doesn't show a return (not sure why it did the other day).... so I did have a picture of the receipt for tracking on my phone, but have since changed phones & lost all of the pictures.... so I can't tell them again what the tracking # is!!! Anyway even if they ever do refund me, it will be just a lens.com credit as I no longer have the credit card I used to place the original order and they won't apply the credit to another card.... so I figure I am still out $$$ as I will NEVER by another thing from them!!!! So I am currently on the phone with Lens.com and they just amazingly did find my return and seriously they will only credit my account.... or the credit card that no longer exists!!!! So now I have a credit from a company that I will NEVER make another purchase from!!!! Oh and for my trouble they they gave me a courtesy credit of $7.95 for my shipping costs.... such a generous gesture (Ha ha)!!!!
maryhaidar
 

Postby babaplan » Mon Dec 28, 2015 10:33 am

They absolutely expensive as for me. They have 12% handling fee for my lenses and shipping for 8$ and lenses not so cheap by the way. I found my lenses much cheaper from another online retailers.
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Postby george » Mon Dec 28, 2015 12:26 pm

Babaplan,

Where did you wind up ordering from, what kind of contact lenses do you use, and what was the total price breakdown? What was your experience like with the retailer you chose?
george
 
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Postby babaplan » Mon Dec 28, 2015 1:05 pm

george wrote:Babaplan,

Where did you wind up ordering from, what kind of contact lenses do you use, and what was the total price breakdown? What was your experience like with the retailer you chose?


Soflens Multifocal. I do not remember the price breakdown but for me works Visiondirect or Coastal -it depends on what coupons are better now.
I know Aclens, Discountcontactlenses, 1800contacts also have good prices on many lenses but not on my lenses. Lens.com is not a deal IMHO.
babaplan
 
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Postby Guest » Sun Jun 25, 2017 10:52 pm

Their lenses are cheap, but if you click through from google you will get them cheaper, or if you call to order and tell them you saw a lower price on their website they will have to give you a lower price. If you use the lower price though then try to use a coupon code you won't be allowed to because the lower price counts as a coupon. Their international shipping is a joke, they don't use tracking numbers on international shipments so most get lost or stuck in customs, also for the international customers if there is a problems such as stuck in customs or something like that they make you wait 6 weeks before they will even offer to refund your order or reship it. They only charge in us dollars so canadian customers order without knowing that because it isn't on their website then they get charged a bunch more for the exchange rate. Their lenses do come directly from the manufacturers but sometimes it takes weeks to get them, they don't tell you that either. I worked for them and would never order a thing from them. As for the message below about the po box belonging to other websites, yes they own all those websites and another one that sells eyeglasses, bestbuyeyeglasses.com but don't bother ordering from that company either. They have none of the frames in stock and most of the time when you order they will cancel your order because the product has been discontinued but they still never take the products down from the website.


Last bumped by Anonymous on Sun Jun 25, 2017 10:52 pm.
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