Lens.com

Complaints & Reviews on USAComplaints

USAComplaints currently maintains 20 historical complaints about Lens.com, published between 2006 and 2011. No approved complaints have been published on this site during the last three years. For a current reputation snapshot, see the independent sources below.

• Contact lens order charged but not received after monthsPublished Jan 5, 2011 · Historical consumer allegation
• Returned frames credited for only one pair and claim refusedPublished Dec 17, 2010 · Historical consumer allegation
• Order cancelled but still charged and item never receivedPublished Sep 14, 2010 · Historical consumer allegation
• Wrong Prescription Received, Promised Callbacks Never CamePublished Dec 8, 2009 · Historical consumer allegation
• Product not as expected and restocking fee charged on easy returnPublished Sep 29, 2009 · Historical consumer allegation
• Unexplained 6% surcharge added to every orderPublished Sep 25, 2009 · Historical consumer allegation
• Sunglasses order backordered and employee rude when complaint mentionedPublished Aug 8, 2009 · Historical consumer allegation
• Billed for and shipped canceled contact lens order, refund refusedPublished Jul 2, 2009 · Historical consumer allegation
• Lens.com refunded less than paid and refused to return shipping costsPublished Jun 18, 2009 · Historical consumer allegation
• Sent wrong contacts twice and charged card $231.49 each timePublished May 18, 2009 · Historical consumer allegation
• Package stolen after regular mail shipping, no refund for $258Published Nov 13, 2008 · Historical consumer allegation
• Contact lenses never delivered, refund promised in 10 to 12 daysPublished Nov 11, 2008 · Historical consumer allegation
• Used frames and cracked replacement lenses, refund refusedPublished Oct 31, 2008 · Historical consumer allegation
• Lenses not shipped until September 29 after back order claimPublished Oct 3, 2008 · Historical consumer allegation
• Charged twice for cancelled contact lens order and refund delayedPublished Aug 31, 2008 · Historical consumer allegation
• Toric lenses delayed over nine weeks and rep hung up on customerPublished Aug 11, 2008 · Historical consumer allegation
• Order cancelled without notice and delays in processing replacement orderPublished Jul 24, 2008 · Historical consumer allegation
• Lens order not shipped and customer service never respondedPublished Sep 12, 2007 · Historical consumer allegation
• Sunglasses Order Delayed for Months and Exchange Request Went UnansweredPublished Aug 8, 2006 · Historical consumer allegation
• Contact Lens Order Repeatedly Delayed and No Overnight Shipping OfferedPublished Mar 28, 2006 · Historical consumer allegation

Complaint Themes

Each tag reflects a complaint's single primary theme (not every angle it raised), and complaints outside any problem theme — a positive report, or one later retracted by its author — aren't tagged. Counts may total less than the full complaint count above.

Independent Sources

Shown for context — not merged with USAComplaints' own numbers.

Contacts & Payment

• Official website (Lens.com): https://www.lens.com/
• Customer service, per company (24/7): +1 (800) 536-7266 1 complaint mentions this number
• Customer service email, per company: [email protected]
• Prescription verification line, per company: +1 (888) 393-7606
• International customer service, per company: +1 (573) 754-3600 3 complaints mention this number
• Fax (customer service and prescriptions), per company: +1 (800) 401-1495
• Prescription email, per company: [email protected]
• AutoRefill Center (company page): https://www.lens.com/autorefill-center/

Locations

Lens.com order, price, return and AutoRefill problems: where to go and what the company says (checked October 14, 2026)

The company's contact page lists 1-800-536-7266 (1-800 LENS.COM) and says representatives are "available 24/7 by phone, chat, and email"; the email address shown is [email protected] and prescription matters go to 1-888-393-7606 or [email protected]. This page did not place a test order, so it cannot describe what the checkout screens look like today.

Check the total before you pay. The FTC, Nevada and Utah allege that the "Taxes & fees" line appears only in an order summary below the Continue button on the Shipping Information screen and that the separate "Taxes & fees" line item is not shown on the later Submit Order screen, which the complaint says displays only the higher Order Total. Whatever the current layout is, the practical step is to compare the final order total with the advertised per-box price, and to scroll the whole screen, before you enter card details. These are allegations in a pending lawsuit (see the regulator section).

Cancelling an order. The company's cancel-order page says that before an order has shipped you may cancel "the order or any portion of the order," that you must call 1-800 LENS.COM, and that "orders can't be canceled via email or chat" for "HIPAA and account verification reasons." It adds that once an order has shipped it can no longer be cancelled and the Returns Policy applies; custom lenses cannot be cancelled, returned or exchanged.

Returns. The returns page offers "30-day period, from date shipped" for lenses in saleable condition (unmarked boxes, factory sealed), and says to call for a Return Merchandise Authorization (RMA) number first: goods returned without an RMA "will incur a 25% restocking fee or ... a charge of $14.99" to ship them back to you. The company says it covers the cost of returning the lenses. The Money Back Guarantee page (lens.com/satisfaction) repeats the 30 days and the RMA requirement.

AutoRefill. The company's AutoRefill page says the plan has "no commitment," that you cancel by logging into your account and opening the AutoRefill Center, and that an email is sent 30 days before shipment with seven days before the order is placed to change or cancel. The page also says "Prices may change from time to time" and to check the pricing on your upcoming order notification. The FTC complaint alleges the cancellation terms sit outside the purchase flow (see below). If a charge appears that you did not expect, save the order confirmation and the AutoRefill email, and note the dates you contacted the company.

Rebates. Many listed prices are after-rebate prices. The company's Rebate Center page says rebates are paid as Visa Prepaid Cards, that you have "a generous 12 week (84 day) window from your order shipped date" to redeem and that forms "must be mailed using USPS"; the card is "valid for up to 12 months; unused funds will forfeit after the valid thru date." BBB's more-info page also quotes the company's terms: "Rebates take 12 weeks." Keep the order confirmation, the rebate form and proof of mailing.

Terms of use. The company's terms say they are governed by "the laws of the State of Nevada," that litigation "shall be exclusively venued in state or federal courts located in Clark County, Nevada," and in capitals that each party "WAIVES ANY RIGHT HE, SHE, OR IT MAY HAVE TO PARTICIPATE IN ANY CLASS ACTIONS OR CLASS ARBITRATIONS." This page quotes the company's text and gives no legal opinion on it.

Outside routes. You can report a problem to the FTC at ReportFraud.ftc.gov or to your state attorney general; the Nevada and Utah attorneys general are co-plaintiffs in the current case. You can also ask your card issuer how it handles disputes for a charge you contest.

Regulator action: FTC, Nevada and Utah lawsuit filed October 2, 2026 over pricing and AutoRefill

On October 2, 2026 the Federal Trade Commission, "joined by the Utah and Nevada Attorneys General," filed a joint complaint in the U.S. District Court for the District of Nevada against Lens.com, Inc., Speed Commerce, LLC and Cary Samourkachian; the Nevada Attorney General's office issued its own release the same day. The FTC case page shows "Case Status Pending." The complaint is an allegation, not a finding. No Utah press release was found on the Utah Division of Consumer Protection and Utah Attorney General news pages on October 14, 2026. The FTC's press release says the Commission files a complaint when it has "reason to believe" a law is being violated and that "The case will be decided by the court." The Commission vote authorizing the filing was 2-0.

What the plaintiffs allege. The FTC case page says the conduct has cost "consumers hundreds of millions of dollars, the complaint alleges"; complaint paragraph 6 alleges the defendants "have made hundreds of millions of dollars through a deceptive pricing scheme." Both are allegations.

• Lens.com advertised low per-box prices in Google "Sponsored products" ads and on lens.com while imposing a mandatory "Taxes & fees" charge at checkout; the complaint says the charge "routinely doubles" the initially advertised price and that the product pages also claim "NO HIDDEN FEES."
• The charge is displayed "below the fold" on an interim screen, so that consumers who click "Continue" "never see" it; the complaint's February 2026 example shows eight boxes advertised at $146.32 after rebate; the order summary showed a $366.32 subtotal, $273.44 "Taxes & fees" and $9.95 shipping, for a $649.71 order total ($429.71 after a $220 mail-in rebate).
• The label "Taxes & fees" suggests sales tax, but the complaint alleges the charge does not include state sales tax and quotes customer-service replies describing it as "not a sales tax nor state tax" and "basically the processing fee." The complaint also alleges the company sells in states that charge no state sales tax, "including, for example, Alaska, Delaware, Montana, New Hampshire, and Oregon," and in states that exempt contact lenses from state sales tax, "including, for example, Virginia, Florida, and New Jersey."
• For AutoRefill, a negative option plan sold since at least April 2024, the complaint alleges the same hidden charge is not disclosed before billing information is taken, and that how and by when to cancel is disclosed outside the purchase flow.
• The complaint alleges that "thousands" of customers complained to Lens.com about the charge and that complaints also reached BBB and Trustpilot, and that the practices continued after the FTC's Civil Investigative Demand in August 2025.

Claims and relief sought. The counts invoke the FTC Act, the Restore Online Shoppers' Confidence Act, the Gramm-Leach-Bliley Act, the Nevada Deceptive Trade Practices Act, the Utah Consumer Sales Practices Act and the Utah Automatic Renewal Contracts Act. The prayer for relief asks for a permanent injunction, monetary relief, civil penalties for Nevada and fines and civil penalties for Utah, and a declaration that automatic renewal provisions are void under the Utah act. No order, ruling or settlement was shown on the FTC's case page as of October 14, 2026, and no statement from Lens.com or Mr. Samourkachian responding to the complaint was found in the sources checked that day.

Refunds. The FTC case page and press release opened on October 14, 2026 describe no refund or claims program.

Who operates Lens.com: entity, address, owner, sister sites

Entity. The complaint describes Lens.com, Inc. as "a Nevada corporation with its principal place of business at 3133 W. Tompkins Avenue, Las Vegas, NV 89103." The company's contact page lists a mailing address of "Lens.com, Inc. 3016 Georgia St. Louisiana, MO 63353" and a 573 (Missouri) international number; BBB lists a PO Box in Las Vegas and describes Cary Samourkachian as President. The site's terms say its copyright runs "1995-2026."

Business. The company says it has sold contact lenses online "since 1995," ships most orders within 24 hours, holds "over 6 Million contact lenses in stock" and has delivered "over 8 million successful orders." It verifies prescriptions with the customer's eye care provider; the company says the provider "has 8 business hours to respond" before it treats the prescription as valid. BBB's raw data gives a business start and incorporation date of February 25, 1998 and a BBB file opened March 2, 2021; Lens.com is not BBB Accredited.

Related companies and names. The complaint alleges that Speed Commerce, LLC, a Las Vegas company that "provides business services to approximately 150 clients, including Lens.com," and Mr. Samourkachian, described as Lens.com's "sole owner, officer, and employee" and Speed Commerce's manager and sole owner, operated as a "common enterprise." The complaint also alleges Speed Commerce "manages customer service operations provided by a third-party, Philippines-based call center." These are the plaintiffs' allegations. BBB lists as alternate names for Lens.com, Inc.: Best Buy Eyeglasses, Best Buy Sunglasses, Classic Specs, Contacts America, DKSS Corp, EuroLens, Eye Test, Frameri, Just Lenses and 1-800-Get-Lens. The Best Buy Eyeglasses About page says it "is a registered dba of Lens.com, Inc." The Just Lenses, Contacts America and Classic Specs sites opened on October 14, 2026 do not name an operator in the pages checked, and the 1-800-Get-Lens website's About page tells a different founding story, so this page does not treat those three names as confirmed beyond BBB's listing.

Complaint record: BBB, Trustpilot and this site's archive as displayed October 14, 2026

BBB. On the BBB profile for Lens.com, Inc., Las Vegas, BBB shows a rating of F, "NOT BBB Accredited," an alert headed "Pattern of Complaints" (the alert says consumers allege they "have not received advertised rebates" and that "Lens.com, Inc has not responded to BBB"), 186 total complaints in the last 3 years and 36 filed in the last 12 months. BBB lists as reasons for the rating "Failure to respond to 29 complaint(s) filed against business" and "8 complaint(s) filed against business that were not resolved." Separately, the BBB customer-reviews tab shows 3.83 out of 5 stars from an average of 479 customer reviews. BBB ratings and customer reviews are different measures and are not combined here.

Trustpilot. The Trustpilot page for www.lens.com shows a score of 4.6 from 12,025 reviews, a claimed profile and a paid Trustpilot subscription, says the company invites customers to review, and states that the company "Hasn't replied to negative reviews." Trustpilot also says it does not fact-check reviews.

This site's archive. 20 approved complaint posts from 2006 to 2011 are linked to this profile (13 naming Lens.com, 1 Contacts America, 1 Just Lenses and 5 Best Buy Eyeglasses). Keyword counts for them are listed under Complaint Themes; they are counts of posts mentioning a term and are not a finding. These archive posts date from years before the events described in the FTC complaint, the earliest of which is dated August 2022, and the BBB, Trustpilot and archive figures are three separate sources that are not added together.

Lawsuits: FTC, Nevada and Utah v. Lens.com, Inc., Speed Commerce, LLC and Cary Samourkachian

The FTC, Nevada and Utah complaint filed October 2, 2026 (D. Nev. No. 2:26-cv-03232) is summarized in the regulator section above; the FTC's case page shows "Case Status Pending." The CourtListener docket checked on October 14, 2026 (last known filing October 13, 2026) lists the complaint, summons issued October 5, judge assignment (Chief Judge Andrew P. Gordon), a standing order and attorney-admission filings. It lists no answer, motion, ruling or settlement.

The FTC case is the only consumer-protection case identified. CourtListener also lists Lens.com, Inc. as a party in Alcon Vision, LLC v. Lens.com, Inc., No. 3:19-cv-00706 (M.D. Fla.), part of In re Disposable Contact Lens Antitrust Litigation, MDL No. 3:15-md-02626; Lens.com filed a memorandum in opposition to Alcon's motion for summary judgment there on September 6, 2023 (Document 1388). The outcome of that case was not checked here and this page does not describe its subject beyond the docket text.

Is Lens.com Legitimate?

Lens.com, Inc., described in the FTC complaint as a Nevada corporation, sells contact lenses through lens.com, and the FTC's complaint itself treats it as an operating retailer with customers throughout the United States. The company says it has operated since 1995; BBB records a 1998 start. It verifies prescriptions with eye care providers and publishes a 30-day return policy and an AutoRefill cancellation route.

Against that, on October 2, 2026 the FTC, Nevada and Utah sued it over how it displays and labels a mandatory "Taxes & fees" charge and how it discloses AutoRefill cancellation; those claims are allegations that a court has not decided. BBB displays an F rating and is not accrediting the business, while Trustpilot displays 4.6 from 12,025 reviews. No court finding, settlement or consent order against Lens.com was identified in the sources checked on October 14, 2026.

Court & Public Records

Company Relationships

• Affiliated with: Speed Commerce, LLC

Frequently Asked Questions