Updated on  August 23, 2023
10 min read

Is Lens.com a Reliable Choice for Vision Needs?

14 sources cited
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Lens.com Review

Purchasing contact lenses from your primary eye doctor remains convenient and straightforward. However, the cost is often greater due to professional fees and other factors.

Online contact lens retailers can provide more affordable pricing for the same contact lenses and often offer online vision tests. This article will go over Lens.com to provide a detailed review of its product variety, pricing, and other vital information.

Where to Buy Glasses + Contacts

Best Overall: Warby Parker

Fastest Delivery: EyeBuyDirect

Also Great: Liingo

Best Place to Buy Contacts: 1800 Contacts

What is Lens.com?

Lens.com is an online contact lens retailer. The company stocks over 35 million contact lenses and ships orders within 24 to 48 hours.

You can order contact lenses from various major brands, including:2 

  • Acuvue
  • Air Optix
  • Biofinity
  • Biotrue
  • FreshLook
  • PureVision
  • SofLens
  • DAILIES

Lens.com offers rebates to help you afford the contact lenses you need. They have a Best Price Guarantee, which means you pay:1

  • An average of 15% less than other reputable online contact lens retailers
  • An average of 50% less than your local ophthalmologist’s office

What Contact Lenses Does Lens.com Offer?

Lens.com stocks the following types of contact lenses: 

  • Vial
  • Bifocal
  • Multifocal
  • Disposable
  • Rigid gas permeable (RGP)
  • Colored 
  • Toric  

Is It Safe to Order from Lens.com?

Lens.com isn’t accredited by the Better Business Bureau (BBB). However, the company’s been in business since 1995. They only sell contact lenses that are branded, authentic, and FDA-approved.

Is It Easy to Order from Lens.com?

Ordering from Lens.com is a three-step process. Here’s what you need to do:

  1. Look for the contact lens you need on their website and add it to your cart
  2. Check out and provide your order, prescription, and doctor’s information
  3. Wait for your prescription and order confirmation

Once Lens.com confirms your details, they’ll ship your order to you. You can create an account to track your delivery.

Lens.com’s website is user-friendly. It makes placing an order, changing your prescription, or tracking your delivery easy.

Each of their contact lens listings also incorporates key information, including: 

  • How many boxes you’ll receive
  • How many contact lenses are in each box
  • How long a single box will last you 
  • Full price and rebate price 
  • Suggested quantity for the best value 
  • Features and benefits of that particular lens
  • Manufacturer and lens type
  • Material type
  • Recommended wear time
  • Replacement schedule 

How Does Lens.com Validate Contact Lens Prescriptions?

Lens.com requires that you upload or fax a copy of your contact lens prescription to them.4 They’ll confirm your prescription with your eye doctor using the information you provide at checkout.

As per the Fairness to Contact Lens Consumers Act (FCLA), the Federal Trade Commission requires lens sellers like Lens.com to verify a contact lens prescription before completing a sale.3

If Lens.com doesn’t hear back from your eyecare provider within 8 hours, they will assume the prescription is valid and move forward with your order. If you do not have a current prescription, you can take Lens.com’s Online Vision Exam for $15.99.5

The American Academy of Ophthalmology (AAO) recommends visiting a physician to fit your contact lenses instead of taking online vision tests.6 Maintaining routine eye exams can help detect symptoms of eye disease or other eye health concerns.7

What is the Cost of Lenses on Lens.com?

Lenses on Lens.com cost between $50 and $180 per box. Most boxes come with six lenses. 

Each lens costs between $8.33 and $30, depending on which type of lens you order. You will pay more for multifocal or bifocal, RGP, and other special lenses.

While Lens.com is out-of-network for most vision insurance providers, you can use your FSA or HSA funds to pay for your contact lenses. Keep any contact lens receipts you receive for your records.

Rebate Policies and Hidden Fees on Lens.com

Lens.com doesn’t charge membership fees or offer a contact lens subscription service. Taxes and fees can total about $25 per box, with specific tax rates tailored to your city and state.

Most contact lens brands qualify for a rebate, but you must order a set amount of boxes.12 Your order summary includes both a before and after-rebate total.

Note that you will pay the before-rebate total, and it is up to you to follow up on obtaining the rebate. The prepaid Visa card you receive reimburses you for your purchase to arrive at the after-rebate total.

How to Redeem Your Lens.com Rebate

 Redeeming your rebate once you receive your contacts is easy: 

  1. Log into Lens.com’s Rebate Center. 
  2. Print and mail the rebate form via USPS up to 12 weeks after your order is shipped. 
  3. Track your rebate status with your Rebate Center account. 
  4. Receive your Visa prepaid card with the total rebate amount. 

Lens.com offers rebates of anywhere from $75 to $135 off the sticker price. Rebates take up to 12 weeks or more to process. Your Visa prepaid card is good for one year.

Lens.com Shipping

Lens.com’s standard shipping is $9.95. You can also second or next-day your lenses for an upcharge.

It takes 5 to 7 business days to ship your order, but Lens.com will usually ship within 48 hours after verifying your prescription. Ordering and receiving your contact lenses could take 1 to 2 weeks, depending on when you place your order. You can create a free account on Lens.com to track your order.

Lens.com Customer Service

Customer service agents are standing by 24/7 to assist you.8 You can reach Lens.com via: 

  • Phone. Contact them through the number 1-800-536-7266
  • Website. Contact them through live chat
  • Email. Contact them using the email address service@lens.com

You can also contact Lens.com via their mailing address located in Missouri.

Lens.com also offers separate phone lines and a specific email address for prescription verifications. This distinction helps to avoid tying up the phone lines for simple verification communication. You can direct your eye care provider to these contact methods to expedite verification.

Pros and Cons of Using Lens.com

Lens.com offers customers an affordable way to obtain contact lenses. However, it struggles in certain areas. Use the advantages and disadvantages listed below to help you decide if Lens.com suits your contact lens needs. 

Pros:

  • User-friendly ordering process
  • Speedy delivery 
  • Competitive, affordable pricing
  • Comparable product quality 

Cons:

  • Hidden fees and lack of transparent pricing
  • Many customers struggle to apply for and receive rebates successfully
  • Lengthy rebate processing times 
  • Lack of customer support for basic issues 
  • Shipping delays
  • No available subscription plans

What Are Customers Saying About Lens.com?

Lens.com has its fair share of mixed reviews. You’ll find a host of positive customer reviews on the Lens.com website.9

Customers who had a positive experience noted that Lens.com offered competitive pricing and fast shipping. They received their product undamaged and reached a satisfactory resolution if they needed to interact with customer service. 

However, many customers have reported several issues with Lens.com, including:

  • Lack of transparent pricing
  • Frequently denied rebates
  • Shipping delays
  • Inaccurate orders
  • Lack of support from customer service

The Better Business Bureau (BBB) and Trustpilot reviews are also unforgiving. The BBB posted a “Current alerts for this business” notice, highlighting common complaints about difficulties obtaining rebates.10 While nearly half of the Trustpilot reviews are 5-star, over a third are 1-star.11

Does Lens.com Have a Processing Fee?

Customers report seeing hidden fees tacked onto their bill before checkout. Lens.com states on its website that they add a line for taxes and fees, which includes a processing fee. They don’t state an exact amount.

Lens.com offers competitive pricing at first glance. However, the company doesn’t reveal your final price until you’re ready to check out.

Lengthy and Ineffective Rebate Process

Customers reported that Lens.com frequently denies rebate requests, often citing a lack of following the necessary eligibility criteria.

With some rebate processing times lasting up to 6 months or more, Lens.com’s rebates can seemingly be nonexistent. Given a customer's difficulty obtaining a rebate, this deceptive practice lends itself to a lack of transparent pricing. 

Shipping Delays and Inaccurate Orders

Customers experienced shipping delays and unresolved billing issues. Reports of having to send back damaged or defective products to receive replacements caused further shipping delays and frustration on the customer’s part.

Lack of Customer Support

Though every company struggles with fulfilling customer needs, Lens.com struggles particularly with ensuring their customers feel heard and cared about. Some orders ship without a hitch, but it’s the times when issues come up that Lens.com’s customer service team misses the mark.

Lens.com Versus Other Online Contact Lens Retailers

Lens.com competes with several other online contact lens retailers, including WebEyeCare, 1-800 Contacts, Discount Contacts, and Contacts Direct. We’ve compiled a list of the largest competitors to help you make a more informed decision.

Lens.com1-800 ContactsContacts DirectDiscount ContactsWarby Parker
Pricing $50 to $180 per box$50 to $150 per box$20 to $70 per box$30 to $150 per box$50 to $100 per box 
Accepts insurance? No, but accepts FSA and HSA YesYes, including FSA and HSANo, but accepts FSA and HSAYes, including FSA and HSA
Prescription verification Upload a copy or doctor verification Upload a copy or doctor verificationUpload a copy or doctor verificationUpload a copy or doctor verificationUpload a copy or doctor verification
Product rangeDisposable, toric, multifocal, bifocal, colored, vial, RGPDisposable, bifocal, multifocalDisposable, toric, multifocal, colored, RGPDisposable, colored, RGP, toric, multifocal Disposable, toric, multifocal, bifocal, colored 
Shipping costs$9.95 standard shipping Free standard shippingFree standard shippingFree shipping on orders of $99+Free standard shipping 
Shipping times 5 to 7 business days 1 to 7 business days7 to 10 business days7 to 10 business days 7 to 9 business days 
Return policy Free returns for 30 days on unopened products Free returns on unopened products and free replacements for damaged productsReturn unopened products up to 6 months after purchase, but you pay the return postageFree returns for 365 daysFree returns for 30 days
Online eye exams $15.99$20$29.99Free $5

Final Thoughts on Lens.com

While Lens.com advertises competitive pricing and a simplified ordering process, its customers report a mix of positive and negative experiences. Ordering is easy, and the company offers a 30-day return policy.

However, their customer care, rebate policies, and shipping timeframes are inconsistent. We recommend weighing the pros and cons before purchasing Lens.com.

Frequently Asked Questions about Lens.com

How Do I Get a Refund from Lens.com?

Lens.com offers a 30-day refund policy on unopened products.13 You must contact customer support to receive a Return Merchandise Authorization (RMA) number and a prepaid shipping label to return your item(s). You’ll pay a 25% restocking fee or return shipping costs without this number.

How Long Does a Lens.com Rebate Take?

Rebates from Lens.com can take up to 12 weeks or more.14 Lens.com states the rebate process includes several steps, from verifying your identity and rebate request to issuing and mailing the third-party Visa prepaid card.

Who Owns Lens.com?

The Better Business Bureau lists Cary Samourkachian as the President and primary contact for Lens.com.10 A P.O. Box is the primary mailing address for this online contact lens retailer. Ms. Helen Junge is listed as the Customer Service Manager.

Summary

If you’re looking for affordable contact lenses you can get with your annual prescription, consider Lens.com. This online contact lens retailer offers a variety of contact lenses from well-known brands. In general, Lens.com orders ship promptly and accurately. 

However, many customers have experienced a lack of transparency and customer support. Lens.com also has an ineffective rebate process, with many customers never receiving updates after following the necessary procedures.

Your purchased contact lenses come with a 30-day return policy, but getting customer service to enforce these promises can be challenging. Other online contact lens retailers may be more expensive, but their better customer service could compensate for the price hike.

Best Places to Buy Glasses

Best Overall

Warby Parker has stylish, high-quality frames at affordable prices.

Also Great

Liingo Eyewear is another great option to buy glasses online.

Best on a Budget

EyeBuyDirect has a wide variety of budget frames starting at $6.

Best Places to Buy Contacts

Best Overall

1-800 Contacts is our #1 recommendation to buy contacts online.

glasses usa logo
Also Great

GlassesUSA has a huge selection of contacts, glasses, & sunglasses.

Updated on  August 23, 2023
14 sources cited
Updated on  August 23, 2023
  1. Best Price Guarantee. Our Mission: To Deliver the Best Prices, Anywhere.” Lens.com, 2023. 

  2. Contact Lens Brands A-Z.” Lens.com, 2023. 

  3. The Contact Lens Rule: A Guide for Prescribers and Sellers.” Federal Trade Commission, 2023.  

  4. How does Rx contact lens prescription verification work?” Lens.com, 2023. 

  5. Online Vision Test & Eye Exam.” Lens.com, 2023. 

  6. Using a Home Vision Test to Order Glasses Online.” American Academy of Ophthalmology, 2023.  

  7. Why Get an Eye Exam? To Spot the Signs You Can't See.” American Academy of Ophthalmology, 2023.  

  8. Contact Information.” Lens.com, 2023. 

  9. Customer Reviews & Feedback (100% LEGIT).” Lens.com, 2023. 

  10. Lens.com, Inc.” Better Business Bureau, 2023. 

  11. Lens.com Reviews.” Trustpilot, 2023. 

  12. Rebate Center | Print Forms, Check Status.” Lens.com, 2023. 

  13. How can I return a product?” Lens.com, 2023. 

  14. Contact Lens Rebates: What Are Rebates And How Do They Work?” Lens.com, 2023.

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