Lens.com

Initial Business Response /* (1000, 10, 2015/08/18) */
I have done some research into how this may have happenedI see that on 7/7/an email was sent to the customer at ***@comcast.netThe email was opened, then clicked on the free shipping offer and ordered from a mobile device from the
same ISP address that their last order was placed on 10/21/
At Lens.com we do not have automatic orders that would ship out without the customers consent as these are contact lenses and have to have a prescriptionWe have received the lenses back and the customer has been refunded in full for the amount of $on 7/22/
Thank you
*** **
Supervisor at Lens.com

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,
*** ***

Ms***, I apologize for the issues you experienced with your returnWe issued a refund on the 7th of March but the refund failed to go on your card We issued another refund on the 14th of March and again the refund failed to go on your account The issue was on our end and we
have fixed the issue We have sent out a refund check which should be delivered Friday 30th of MarchA new order was placed as we discussed via email Thank you*** **Manager Lens.com

Hello, We are so sorry this happened to youThe good news is, we were able to have the rebate details applied to your recent order for the Air Otix Night & Day lenses you ordered from Lens.comI did send you the email with the directions to access the request form and advised to allow 6-
weeks for the rebate to arrive after submissionIf you have any further questions please give us a call at *** and we will be happy to walk you through the steps to receive the rebate. We do appreciate your business here at Lens.com! Thank You***Supervisor Lens.com

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,
*** ***

Hello,I have reached out to the customer to apologize for the delay in receiving her lenses back and getting the refund applied to her card on fileIt appears that due to the holiday there was a slight delay in the return processI have advised the customer that we have refunded her in full
the amount of $and that she should have that within 24-hoursI have also applied an account credit on her Lens.com account so that she may have free shipping off of her next order with Lens.com. Thank You*** Lens.com Supervisor

Initial Business Response /* (1000, 10, 2015/06/12) */
When we received the product on 4/24/we issued a refund to the original form of payment that has been confirmed successful by our processing company, I have been advised by them as well that the refund was not returned to usDo to the
fact that the customer called several times stating she had no access to that card and that the card company keeps advising her that they have no account for her and no refunds in the amount of $with her reference number we gave her which is # XXXXXXXXXXXXXXXXXXXXXXX, we made an executive decision to keep her as a customer and offered her a refund check for the amount of $which was issued on 5/29/check number *** was mailed on 6/03/The customer was satisfied with a refund checkWe have now refunded this customer twice for this returnBoth refunds total $which is more than an appeasement at this point

Mr***, I apologize for the issue on your rebateCurrently we are using one of the largest companies to handle the processing of our rebates Due to issues that you and other customers have experienced, we will be taking the rebate process into our customer service center I
apologize that the representatives you spoke with at the rebate center were not able to assist you when you contact them In reviewing your account, I show that a supervisor from Lens.com did reach out to you in regards to the complaint you leftWe have issued the refund to your credit card in the amount of the rebate Please contact Lens.com if you have any further issues or concerns.We thank you for choosing Lens.com to purchase your contactsWe appreciate your business. Thanks*** *. Manager Lens.com

Hello,We have reached out to apologize for the issues the customer had when requesting the
pre-paid return labelAfter reviewing the calls it was determined the first call he made to request the return label, the agent did make a mistake and put in the notes to "mail" the customer a pre-paid labelThis note did not generate an emailed labelThis mistake did cause a delay in the customer receiving the label and he had to make more calls that should not have had to happenWe have issued a refund for both orders that were returned and spoke with the customer advising of the refunds as well as an appeasement to cover expedited shipping off of the next order at Lens.com. Thank You*** *Supervisor Lens.com

Hello, I apologize for the issues you experienced when contacting us about a return We received an email from you on asking how a return on order number *** We responded to this email on advising that we would be happy to accept back any unopened,
unmarked on, and unexpired boxes for an account credit for the new order or if a refund You sent another email on asking about returning the order and we again responded on that we would be happy to accept back any unopened, unmarked on, and unexpired boxes for an account credit for the new order or if a refundPlease check your junk or spam folder for those emails We did receive a call from you on in which you requested a call back instead of waiting on the next available agent I show that we did contact you back and left a voicemail The same situation happened when you called on You did reach out to us yesterday via phone and chat Both agents advised that our system was down and that we would contact you back when we could which would probably be the next day (3.28.18) We contacted you back this morning and left another voicemail We will be issuing the refund for your order and will need you to return the lenses with the RMA number provided Please return our call to resolve this issue. Thanks*** *Manager Lens.com

Ms***,I apologize for the issues you experienced with the rebate We issued a refund on *o your credit card, however the refund failed to process on your card We issued a new refund on *o your card which was successfulPlease let us know if we can be of more
assistance. thanks*** ** Manager 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 me. According your response I should have exactly three voicemails from your customer service department, yet I have 0. (I have received voicemails from other people during these same times.) My phone number has always been the same, it is the same number I call your customer service department on and also the same one listed on my account. I have checked my emails diligently and have no emails from Lens.com in my junk/spam/trash anywhere. Look into your customer service department because I'm sure I am not the only one not getting responses.
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 me.
Sincerely,
[redacted]

By following the terms and conditions of the rebate over 17,000 rebates have been redeemed by Lens.com customers this year, totaling in over 1 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.

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 so long as they fulfill our contract as stated. 
Sincerely,
[redacted]

Hello [redacted], I am sorry to hear you did not receive the 2nd rebate as promised by the rebate qualification email you received. Per our phone conversation, I have applied an $80.00 refund to your credit card on file. please allow 24-48 hours for the refund to appear on the card. If you have...

questions, please give us a call at [redacted] and any of our friendly phone agents will be happy to assist you. We 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. I would like to note that their answer stated to call customer service and they can assist if needed. We had to speak with 3 different customer service reps and speak with the Revdex.com to receive a resolution. We will not continue business with lens.com. 
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 me. FULL REFUND PLEASE AS I WAS PROMISSED!
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 me.
Sincerely,
[redacted]