Lens.com

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to meI would like to note that their answer stated to call customer service and they can assist if neededWe had to speak with different customer service reps and speak with the Revdex.com to receive a resolutionWe will not continue business with lens.com Sincerely, [redacted]

By following the terms and conditions of the rebate over 17,rebates have been redeemed by Lens.com customers this year, totaling in over million dollars We announce the processing time of the rebate clearly on the website If the terms and conditions are not met the rebate will not be sent

Mr***, I apologize that you are having issues with the rebate We tried to reach out to you via phone but the mailbox was not set up We have sent you an email and would like to speak to you about the issues Do to the issues of the rebate, we are going to go ahead and refund the $rebate amount to your card that you used to place the orderWe will then cancel the rebate so that you do not have to wait any longer for the moneyPlease contact us back if you have any other issues.Thank you [redacted] *Manager

Mr [redacted] , Thank you for taking the time to speak with us this evening As stated in the conversation, we expect to receive the lenses on Once we have them processed we will be shipping them to you overnight at no cost on the shippingWe will continue to monitor your order and let you know if anything changes Thank you for contacting Lens.comWe appreciate your businessThanks [redacted] *.Manager Lens.com

Hello [redacted] , I am sorry to hear you did not receive the 2nd rebate as promised by the rebate qualification email you receivedPer our phone conversation, I have applied an $refund to your credit card on fileplease allow 24-hours for the refund to appear on the cardIf you have questions, please give us a call at [redacted] and any of our friendly phone agents will be happy to assist youWe appreciate your business at Lens.com! Thank You [redacted] *Supervisor at Len.com

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Sincerely, [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to meHowever, the information is inaccurateI didn't see the full refund until Saturday the 23rdThey placed three calls to me and sent me an email that was all contradictory to the response made hereSincerely, [redacted]

Hello,We spoke with the customer, apologizing for the inconvenience and explaining the verification processWe were able to come to a resolution with the customer now knowing our verification processWe have also refunded the customer the amount of $that she has requestedShe is now happy with Lens.com and will provide us with her new prescription to have on file for her Thank You [redacted] Supervisor, Lens.com

Complaint: [redacted] I am rejecting this response because: I was able to get my return and exchange however- I am still not happy with Lens.com You have not changed your Hassle free policy for a future customer"If your prescription changes we welcome your unopened and unexpired contact lenses." You need to clearly state the ENTIRE box can't be openAs you can see from reading this sentence i'm asuming you mean individual contacts sealed in their original packagingA example wording should say: "If your prescription changes we welcome your unopened BOX and unexpired contact lenses." Or "Unfortunately if you open the box, we can't accept a return" I would have never placed a order so close to my prescription expiring, if I knew the hassleI assumed if my prescription changedI would have no issue exchangingYour customer service department was rude The only person who actually helped me was Facebook messenger a supervisor named ***She called to helped me with the exchange and returnShe was going to forward the message to have to wording changedHowever, it’s been weeks and nothing has been changed In conclusion, Lens.com needs to be more clear to their customersI will no longer be doing any type of business for this a caused me my valuable time Thank You, [redacted]

Hello [redacted] , Oh no! I am so sorry that you received lenses that were about to expire, I am also sorry that the refund did not post back to PayPal on 6/10/when you called in and advised you were not refunded in fullYou should have been and that was an error on our partI have issued the refund to PayPal today and you should see it in your account by end of business day tomorrow 7/18/Please be assured I have sent the issue that caused this delay in refunding you forward to our IT team so this does not happen in the futureDue to the inconvenience I have applied a non refundable account credit of $to your Lens.com account, it never expires and is ready for use when you are ready to order more lenses.We appreciate your business at Lens.com Thank You [redacted] *Supervisor Lens.com

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to meThank you so much! Sincerely, [redacted]

Hello ***, I am so sorry that you missed the reply to your email! On our end we show that a response went out on 1/27/within hours of receiving your email request, asking you to contact us so that we can set up the reshipment or the refundI did try to reach you via phone today to advise we just need to know how you would like to proceedIf you can give us a call at your earliest convenience we will be happy to set up the reshipment or the refund Thank You [redacted] Supervisor Lens.com [redacted]

Hello ***, I want to let you know that I am sorry this happened to youThis is not how Lens.com handles our return/refund processI was able to speak with you on the phone to advise I had investigated what had happened to cause the issue with the refundI was able to get the full refund of $issued to the PayPal account for youI have also applied the non-refundable account credit of $to your Lens.com account for your next order at Lens.com.Thank you for ordering from Lens.comWe appreciate your business! Sincerely [redacted] *Lens.com Supervisor

Initial Business Response / [redacted] (1000, 10, 2015/10/29) */ Hello [redacted] , I have tried to call [redacted] twiceThe first time the call was answered and hung up with dead airI called back and a man answeredI asked For [redacted] and was advised she was not thereI asked if I could leave a message and was hung up on When this order was placed on 9/18/15, the lenses she ordered (Acuvue Oasys 6pack -6.00) were in stock and we faxed her doctor for verificationWhen an order is placed the credit card is authorized for $to make sure it is a valid cardI see that the doctor responded to our fax on 9/21/and the order then downloaded to our main system and an attempt to charge the card was madeUnfortunately, the charge declinedI do see that there was an attempt to charge the card times on the 21stSince the charge never was successful, Lens.com did not collect any funds on this order, therefore a refund is not warrantedShe will have to work with her card company on a release of the pre authorization chargesWe have offered to send her card company a letter stating that the order was cancelled as of 9/25/after her card did not go throughThe lenses have sold out they are no longer available in a 6pack, only in packs or packs Thank You [redacted] W Operations Supervisor Lens.com

Hello, We have reshipped the order to the customer via expedited shipping, that order was delivered on 03/01/The customer has also been refunded for the original cost of shippingWhen reaching out to the customer via phone, we were advised the number on file is a wrong number and was not
able to leave a messageWe have emailed the customer to advise of the resolution. Thank You***@Lens.com

I would like to cancel my complaintI received my shipment todayIt just wasn't updated on the website

Initial Business Response /* (1000, 10, 2015/11/09) */
Dear ***,
I reached out to *** today, first to make sure that he received his refund dated 10/01/He stated he did receive the refundI then asked if he had not received the lenses and he stated he did not receive the lensesI
advised him we have refunded the remaining balance of $to his card on fileI also told him that I was responding to the Revdex.com complaint, to advise the issue is resolved and he said that was fineI advised if he had any other issues to just give us a call and we would be happy to assist him

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meAlso, the business called me after the second day of the complain and solved the issuesFeel happy about the result and will purchase from them again
Sincerely,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***