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Merchant Member
2021-08-27
1/5
This time was a failure
"I've used Lens.com before with no issues, but this time was a total failure. I entered in my prescription incorrectly, but when they verified, they said it was fine and shipped me the contacts. When I called them up to let them know, they told me that I had to pay shipping to get my no contacts and I would get a smaller rebate ($10 less rebate and $7 to ship). I asked to speak with a manager. After holding for several minutes I was told that my doctor gave them the incorrect prescription, so it wasn't their fault. I spoke to a different Customer service agent the evening before and he said he has the prescription and it was clearly THEIR fault. I decided (after 37 minutes on the phone) that I was finished and that I would return the contacts. This didn't have to be so difficult, but they wouldn't allow me to speak to a manager and the customer service agent couldn't help me at all..."
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