I had a very similar experience as the other posts. First of all my order was cancelled without informing me via email or phone. I only discovered it was cancelled after logging in to check on the status. My doctor's office called lens.com to clarify the issue and said the representative was extremely rude. They sent me an email of the cancellation after I called them with the new order.
I was then told that it would take 5 business days to process. After about 7 business days I called and emailed and was not called back. I finally was able to speak to a manager after insisting and holding on the phone for a while (they will not return calls, so had to hold) and was informed that it would take 7-10 business days. After 13 business days and my order still in processing I cancelled my order. When I logged back in after cancelling the order, it still showed "processing", so I had to call again.
I found that Costco provided the same price per box, no shipping charges, and would overnight my order. I too wish I had read posts about their horrible service. I honestly think they either wait to purchase large orders so customers have to wait until they have enough customers for a large bulk order, or that they are sourcing from overseas. I will NEVER do business with them again, and will spread the word about their lack of customer service.
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