Coastal.com
reviews and complaints

I've been using Coastal for a few years now and have always been satisfied with their service and how quickly they ship, though obviously a little slower this year due to the pandemic.

Fast easy and prompt. I especially like that they wanted confirmation that the contacts actually arrived. Never had a company do that before. First time client and like this company. Will continue to use them.

I received my glasses and they were exactly what I ordered, however, when I cleaned the lenses with the provided glasses cleaner it left numerous scratches and marks in my glasses. I only got to wear them a few times.

I've used coastal for years. I have always been satisfied with my purchases and with customer service the few times I've had to speak with them. The prices are reasonable and they always have coupon codes for discounts.

First time customer and I'm very pleased with the entire process. They have a good selection of frames, ordering was simple and my glasses were delivered in a timely manner. Very happy and would highly recommend Coastal.

Ive ordered from Coastal years ago and again i am a happy customer. Glasses arrived and before estimated date. Good quality and fit perfect. Thanks for the case and lense cloth. So glad my prescription was still on my account.

I have ordered frames and lens through Coastal for approximately 9-10 years now and I love them. They always fit better than if i had gone in person and my last pair have been my favorite so far. I HIGHLY recommend Coastal.com for your prescription eyeglass wear.

I love the glasses but one glasses I can't wear for everyday use because it's causing a headache which is the one with clear blue on it. But the prices are very decent. I will always shop at coastal for my glasses. I recommend it also for ppl that's on a budget because I know I am.

I uploaded the contact Rx found on my patient chart but I needed a signed Rx from the doctor. The website never stated that it needed the MD signed Rx. Coastal called the MD office and got the Rx. After this initial delay, the order was processed and I received my contact lenses promptly, no problems.

Coastal contact lens price very competitive for first time order. They confirmed my prescription with my doctor in one day. Notified that my contacts were out of stock and waited a couple of weeks for delivery. Mail delivery tracking system not very helpful. All other email updates from Coastal were good.

I used Coastal for glasses for the first time last year. Those glasses ended up on their last leg so I decided to order some new frames and different shape, materials, and colors. It was a buy one get one free frame special and they arrived faster than I thought. I have mixed feelings about the digital try-on because I feel I don't get the best sense of the shape and the color. I tried another company where I could try them to try on at home and I was not thrilled by the low selection of choices and how everything seemed the same so I switched back to Coastal. I have found consistently, and this is true of this purchase, that despite my anxiety about not being able to try them on, they still look excellent and I have received a lot of compliments. I docked one star because I expected my last pair to last longer, but they were lightweight metal frames that did not stand the stress of regular wearing so I decided to go back to plastic frames.

SCAM! Had a coupon for 35% off that worked one day but did not the next. Through the chat service, they mentioned they could honor it and place the order for me. Price $51.35. 30+ Minutes later the frame color was all of the sudden out of stock, and they offered me to choose a different color. Already frustated because the frame I wanted to reorder was no longer carried, I chose a new color, and am proceeded with the following message: "Thank you for waiting! At the time of purchase, an authorization will be placed on your card for the full amount of $105 to ensure that the funds are available. Once your order has shipped, your card will be charged the discounted amount of $74.75 and the remainder of the authorization will be released." Charge $105?, and new price for the SAME frame I was quoted $51.35. "Adriele Q" then tried to offer me "We don't normally do this but to make things better for you, I'll go ahead and apply a $10.00 store credit on your account that you may use to your order within 3 months. Just log into your MyAccount and you will be able to use the store credit that will automatically be deducted from your order total at the checkout page." When all I wanted was to honor the PRICE and item you all the sudden ran out of and increased the price magically. Horrible way to do business.

This is an email I sent to a customer service agent I worked with to pass on to her supervisor: Thank you again for helping me with the situation. If you don't mind I'd like you to pass on some information/feedback to your supervisors. First off you were the third person I contacted to help with the problem of not receiving or getting a notification of when my contacts were to arrive. The emails by all customer service agents were very sweet/nice but unfortunately did not provide any helpful information about my order. Even after I asked you to verbally contact someone, it sounds like it was not an easy task to get the information to provide to me. When I click on the link to see when I am "finally" going to receive my very large/expensive order of contacts, they are not arriving until Friday, January 24th. That is NOT acceptable! I understand problems arrive but true customer service is how quickly the problem is fixed and in my case was awful! I have NEVER had this happen to me and I order products all the time online. I would have expected that since there was a very long delay, that at a minimum my contacts would have been sent overnight through UPS not sent ground from Ohio, I'm in San Diego. I had explained to you and all the customer service agents I was on my last set of contacts and needed them by this past Friday. I had to contact my doctor and get a rush set of contacts to hold me over till my order arrives this Friday, costing me more money. Unfortunately, you have now lost a customer. Sincerely

I purchased 3 pairs of glasses. Once I paid and confirmed I decided to cancel the order # ***. I have emailed, left a message and messaged them through there IG account. With no response. I understand with the virus going around businesses are closing. But that is not what the message said. Also if that is the case the order should not have went through. All I want is my $115. back

I ordered and paid for my contact lenses on March 16 and have not received them. Sent several messages to company and was told via email that they would resend my contacts to me. This is April the 14th and still no contacts. When I first placed my ordered I did not receive a tracking number for my purchase. Presently, I just want my money back for a product that I have received. I paid in total for my lenses $117.97 dollars. I have a military post office box number and have never experience any concerns receiving my mail or products.

I ordered two pairs of eyeglasses in November . They arrived intact. The right temple piece disconnected from the frame inside the hinge housing in April . I notified Coastal through their online form,, and received an emailed message telling me that someone from Coastal would call me in one day. After 2 months without hearing either by phone or email, I sent an email and pictures of the defective glasses to the email address from which their response originated. Coastal did not reply to my email. I used Coastal's live chat on 9 July and explained the problem. Just before the chat was disconnected, the Coastal representative gave my his Coastal email address to re-send my pictures and emails. I did so. No response from Coastal. On 8 August I filed another online request for service in which I set out the history of my interactions with Coastal and attached the pictures that had been sent earlier, but received no acknowledgement from Coastal. I complained of this through Coastal's online form on 9 August, and in response got a message telling me that they got a lot of emails, asking me to send more details, and telling me I could live chat or phone anytime. Coastal warrants their products if they are defective. The pair of glasses about which I complained is defective. Coastal's customer service appears to be designed to avoid satisfying its responsibility to the customer. I will do everything I can to direct prospective customers away from this business.

On Feb 3, 2019, I ordered several pairs of glasses form Coastal.com under order #***. On Sun Jan 12, 2020 (less than one year later), without any warning, one of the arms/temples of my "Mainstay FNDTN009 Grey" glasses broke (near the part where it the connects to the frame) while I was merely wearing the glasses. The frame itself (and the lenses) remain completely intact. I filled out a web form on the Coastal.com web-site that same night to inquire how to file a warranty claim. After waiting several business days for a response, I received none, so on Wed Jan 15 2020 I called up Coastal.com. I spoke w/ rep Lexi B who advised that Coastal.com had responded to me via email a day earlier (even though I never received it). She then asked some odd questions, such as how do I remove my glasses (i.e. with one hand or two), etc. After Lexi seemed satisfied w/ my answers, she instructed me to email pictures of my glasses at her Coastal.com email address (***), which I did that same day and further requested of her to respond via email confirming receipt of my email. I never received an immediate email confirmation; however, 5 days later (Mon Jan 22, 2020) Lexi B responded as follows: "We have checked the photo. And we are sorry to inform you that the warranty were declined as this is considered either accidental damage or wear and tear; We advise you to order a new pair instead then will offer 15% off with the amount of this to be applied to the new order plus the code on top of it." No accident was involved so that rules out "accidental damage." The arm/temple breakage spot is a clean line, purely indicative of a manufacturing defect. Even if it were "wear & tear," a product that comes with a 1 year warranty should HOLD UP to WEAR & TEAR in that first year. Otherwise, what's the point of a warranty?! Coastal.com needs to honor their warranty by repairing or replacing my glasses. Otherwise, they are falsely advertising their 1yr warranty.

I placed my order with Coastal Contacts on Wednesday, June 10. A hold for the funds was placed on my debit card. I called and emailed Coastal on Friday, June 12 requesting that you contact my physician to verify my prescription. At this time I also updated my physicians information on your website for this order. On Tuesday, June 16 I called to see why my prescription was not verified, the gentleman seemed very confused. He took my doctors information down, despite me telling him that they already had it. On Thursday, June 18 I called again to see why my prescription was still at this time not verified. A woman named Darlene stated that the gentleman I spoke to on Tuesday, updated my doctors information on an old order from 2015. I explained that either way they have my doctors information on file and they also ignored my email that was sent on Friday, June 12th. She stated that my prescription would be verified within 8 business hours. On Friday, June 19 I called again as the prescription was still not verified and well after the 8 business hours that was advised. I spoke to a gentleman who could not give an explanation. I asked for a manager and was told that I would get a call back from a manager within 1-2 hours. I received a call back two and a half hours later. I spoke to Lem, who stated that he would have someone verify my prescription. I requested my order be expedited and overnighted. He stated the best they could do was priority, but that my order would be mailed out that day. On Saturday, June 20,2020 I received an email from Clearly stating that a portion of my order was still required from the manufacturer to complete. They estimated that it would be filled on June 23,2020. On Wednesday, June 24 I still had not received any update on my order. I called to see what the status was. I was told that it had shipped via USPS, tracking number ***. When I pulled up the tracking it stated "label created, not yet in system". I asked for a manager and a Geraldine got on the call and said she was a supervisor. I explained all the above to her. She stated their was nothing she could do. I explained they promise the order would be shipped Friday the 19th as priority shipment, just the order to not even be shipped that this point. I asked for a manager. This time I was told I could not speak to a manager as there was nothing they could do for me. I asked again for a manager and Geraldine refused again and said there was nothing they could do. I asked that the order be cancelled and that the hold be taken off on my funds. She stated they could not do that as I would need to return the order, Coastal would need to receive the shipment back and then they would reutrn my funds. I explained that you still have the order, it has not even been shipped, but now I'm responsible to send in it back. I asked for a manager again. She stated no. I asked her if she was refusing to provider me with a manager. She then said the manager was busy and would not be available for 8 business hours. The customer service is deplorable. Coastal Contacts has esentially stolen my money and have not provided a product and cannot even tell me when it would be received. I want my $155.53 back.