Lens.com

Hello [redacted], I apologize for the issues you experienced with our company. We have reshipped the lenses to the correct address. In the previous shipment the address did not include APO. You have only been charged for the first order which was 103.82. We did not charge you on the orders we...

reshipped.  We are shipping the order today.  We have responded to the email that you sent and tried to reach you by phone.  Please contact us back if you have further questions.  Thank you for contacting Lens.com. We appreciate your business.  Thanks, [redacted] Manager Lens.com.

Mr. [redacted], I apologize for the issues you experienced with the rebate process on your order. Due to the delay in sending out the rebate, we have issued a refund to your card for the rebate amount and cancelled the rebate card.  Thank you for taking the time to speak with us today about...

the issue. Please let us know if we can be of more assistance.   We appreciate your business with Lens.com.  Thank you[redacted]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.
Sincerely,
[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 6/10/2017 when you called in and advised you were not refunded in full. You should have been and that was an error on our part. I have issued the...

refund to PayPal today and you should see it in your account by end of business day tomorrow 7/18/17. 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 future. Due to the inconvenience I have applied a non refundable account credit of $20.95 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

Initial Business Response /* (1000, 10, 2015/10/29) */
Hello [redacted],
I have tried to call [redacted] twice. The first time the call was answered and hung up with dead air. I called back and a man answered. I asked For [redacted] and was advised she was not there. I 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 verification. When an order is placed the credit card is authorized for $1 to make sure it is a valid card. I see that the doctor responded to our fax on 9/21/15 and the order then downloaded to our main system and an attempt to charge the card was made. Unfortunately, the charge declined. I do see that there was an attempt to charge the card 7 times on the 21st. Since the charge never was successful, Lens.com did not collect any funds on this order, therefore a refund is not warranted. She will have to work with her card company on a release of the pre authorization charges. We have offered to send her card company a letter stating that the order was cancelled as of 9/25/15 after her card did not go through. The lenses have sold out they are no longer available in a 6pack, only in 12 packs or 24 packs.
Thank You
[redacted] W
Operations Supervisor Lens.com

Hello [redacted], Oh no! I am so sorry this happened to you. I do see that the original order is due to arrive back here in our warehouse by the end of day today, and that there was a credit for the full order as well as expedited shipping for the reshipment. I am not showing that there was any...

type of charge to the card on file for the reshipment. If you should ever need assistance with returning lenses please give us a call and one of our friendly agents will be happy to assist you with the return. Again I want to let you know I am so sorry there was any type of issue with your original return. We want your experience at Lens.com to be hassle free and yours was not. I have applied a non refundable account credit to your Lens.com account for expedited shipping off of your next order at Lens.com.We do appreciate your business here at Lens.com! Thank You[redacted] Supervisor at Lens.com

Hello [redacted]I am sorry to hear there was an issue and want to thank you for allowing us the opportunity to make things right for you. Per our phone conversation, the order is shipping to your physical address with FedEx overnight shipping as soon as we have the lenses in stock. The current ETA for...

you to receive is 10/25/2017 to 10/26/2017. This order is shipping at no charge to your card. Please let us know if there is any other issue at all. We are happy to help you. Thank you for ordering with Lens.com. We appreciate your business! Thank You[redacted]Supervisor at Lens.com

Hello [redacted], Thank you for speaking with me today. I am sorry that you had this issue and it was not explained or handled immediately. I have issued a refund to your card totaling $137.98 the amount that you paid for the original order. As stated on the call please let us know if you have not...

received the refund by Tuesday the 16th (due to holiday) you may ask to speak with me and I will be happy to speak with you. We have received the first return and the second one is on its way to us with our return label. We will let you know when both have been received. We appreciate your business at Lens.com   Thank You [redacted] Supervisor at 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. Thank you so much!
Sincerely,
[redacted]

Mr. [redacted], 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 $40.00 rebate amount to your card that you used to place the order. We will then cancel the rebate so that you do not have to wait any longer for the money. Please contact us back if you have any other issues.Thank you[redacted]Manager

p.p1 {margin: 0.0px 0.0px 0.0px 0.0px; font: 11.0px Helvetica; -webkit-text-stroke: #000000} p.p2 {margin: 0.0px 0.0px 0.0px 0.0px; font: 11.0px Helvetica; -webkit-text-stroke: #000000; min-height: 13.0px} span.s1 {font-kerning: none} span.s2 {text-decoration: underline ; font-kerning: none} 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 open. As you can see from reading this sentence i'm asuming you mean individual contacts sealed in their original packaging. A 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 hassle. I assumed if my prescription changed. I would have no issue exchanging. Your customer service department was rude.  The only person who actually helped me was  Facebook messenger a supervisor named [redacted]. She called to helped me with the exchange and return. She was going to forward the message to have to wording changed. However, it’s been weeks and nothing has been changed.   In conclusion, Lens.com needs to be more clear to their customers. I will no longer be doing any type of business for this a caused me my valuable time.   Thank You,   [redacted]

Hello [redacted], We want to thank you for purchasing your novelty lenses from Lens.com. We are sorry that your experience was less than satisfactory, and hope that it does not hinder your decision of purchasing your next contact lenses from Lens.com. We have been notified by the lab that the order...

was cancelled and a full refund to your credit card on file was applied on 5/5/2017. In addition please accept our non refundable account credit of $14.95 off of your next  purchase of contact lenses from Lens.com. We understand that you might not be happy with us at the moment, however in the future you may need contact lenses, and you will have this credit to cover the expedited shipping.  If you have any questions please give us a call at [redacted] and any one of our friendly agents will be happy to assist you. Thank You [redacted]Lens.com Supervisor.

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]

Hello,We spoke with the customer, apologizing for the inconvenience and explaining the verification process. We were able to come to a resolution with the customer now knowing our verification process. We have also refunded the customer the amount of $50.00 that she has requested. She 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

Mrs. [redacted],  Thank you for taking the time to speak with me today.  I sincerely apologize for the issues you experienced with our company.  Per our conversation the order is shipping out today with overnight delivery. If you have any other issues please contact us back. Thank...

you for contacting Lens.com. We appreciate your business.  [redacted]. Lens.com Manager.

Hello [redacted], The CMO of Lens.com tried to reach you via phone and left you a message. We would be happy to speak with you in regards to the review of your issue with the rebate. If you have any questions please give us a call and we will be happy to speak with you.  We appreciate your...

business at Lens.com[redacted]Supervisor at Lens.com

Hello [redacted], I want to let you know that I am sorry this happened to you. This is not how Lens.com handles our return/refund process. I was able to speak with you on the phone to advise I had investigated what had happened to cause the issue with the refund. I was able to get the full refund of...

$74.23 issued to the PayPal account for you. I have also applied the non-refundable account credit of $25.00 to your Lens.com account for your next order at Lens.com.Thank you for ordering from Lens.com. We appreciate your business! Sincerely[redacted]Lens.com Supervisor

Hello [redacted], I am so sorry that you missed the reply to your email! On our end we show that a response went out on 1/27/17 within 24 hours of receiving your email request, asking you to contact us so that we can set up the reshipment or the refund. I did try to reach you via phone today to...

advise we just need to know how you would like to proceed. If  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]

Ms. [redacted], I apologize for the issues you experienced with our company and your return.  Thank you for calling us back and providing us with the credit card number for the refund.  The refund will be issued today but can take 2-3 business days to show on your credit card....

Please contact us back if you have any other questions or concerns.  We appreciate your business at Lens.com.   Thank you[redacted]Manager Lens.com

This complain is closed from my viewpoint - Lens.com did an excellent job handling this - I have no issues anymore. Thank you for your time and consideration! I am not dissatisfied...you may close this case.