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3.7 6 Reviews

ContactLens.com Complaints Summary

4 Resolved
2 Unresolved
Our verdict: With a good resolution rate, ContactLens.com generally handles customer issues well. However, it’s important to be proactive. Familiarize yourself with their processes and services. Reading through various customer experiences will provide valuable insights into how they handle complex issues.
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ContactLens.com reviews & complaints 6

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12:01 pm EDT

ContactLens.com Not fans of customers

BUYER BEWARE
I've placed a couple of orders before with no complaint other than a memory of coarse, bordering on hostile, customer service. That general tone hasn't changed. The impression that I was barely being tolerated was palpable. It seemed like the representative (partner?) would just as likely tell a customer to go screw themselves as he would help them place an order.
The issue I'm having is no response to a tracking number request. I've made multiple requests over a two day period. I do a considerable amount of online purchasing and they are way behind the times when it comes to providing order status or tracking info. It's been more than a week so far and still no tracking number. Most companies send that info within a couple of days.
10 days in now and still no info about order status, "Steven" has managed to email 3 times without providing order status info or a tracking number. He was more concerned about an unflattering review on a different site than he was with addressing my request.
At 12:30 pm E.S.T. on a Monday and they're not answering their phone, either that or they block the numbers of customers who have the nerve to ask anything of them.
Since my order was paid in full using an FSA visa I really don't want to mess with a refund or a charge dispute. Unfortunately, I may have that to deal with that as well as starting the order and wait process with another company.
Making things difficult when it comes to checking order status is way out of the e-commerce norm.
The bottom line is that there are way too many other choices when it comes to online contacts. These guys are well below average when it comes to customer service, and their prices are neither the best nor worth the kind of hassles that substandard customer service creates.
If you're lucky enough to have researched these guys before you gave them money, keep shopping.

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6:00 pm EST

ContactLens.com Rude Rude Rude Customer service

Never have I ever had a "donkey" speak to me in such a disrespectful manner from a business! I was a first time user, and had a question about how their operations work because the order had an original error on my side and had to be fixed. I was unsure how my order was being handled. The "boy" on the phone was very rude and acted like I was inconveniencing him. He continued to yell at me for bothering him and would not let me speak to his supervisor and told me I was crazy! I suffer from severe anxiety and he hung up on me after yelling and it sent me into a spell and had to go to urgent care! My husband tried to call to talk to a supervisor and he told my husband "I am canceling the order" and hung up on him. Since when do companies handle business like this?! He also told me if I wanted better customer service to call 1800contacts! Really?!

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AnnD31
, US
Jan 25, 2010 11:56 am EST

On 1/14/10 I ordered contact lens, on 1/20/10 I received an e-mail saying my order had been "completed". On 1/23/10 I e-mailed the company to inquire about shipment of my lens, to which I was sent a rude reply. I called the 800 number for the company to ask about the e-mail and to cancel my order and was cursed at and hung up on by a person named Randy.

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karen mcc
Philadelphia, US
Feb 14, 2015 2:54 pm EST
Verified customer This comment was posted by a verified customer. Learn more

I ORDERED CONCTACT LENSES ON FEBRUARY 1. PAID ON VISA. NO CONTACTS. COMPANY WILL NOT ANSWER PHONE CALLS. ITS DEFIINELY A BOGUS COMPANY. THE SAME RECORDING FOR HELP WITH ORDERING ON LINE ODERS PLACED, HELP ETC. TEN CALLS TEN E-MAILS. NO RESPONSE BUT THEY TOOK THE MONEY.

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golfnmark57
Forsyth, US
Jun 08, 2012 3:33 am EDT
Verified customer This comment was posted by a verified customer. Learn more

They offerred a $50 rebate which was stated, "Would be on the box." There was no rebate. They owe me $50!

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Contactlens.com
Meredith, US
Jan 30, 2010 9:28 am EST

"AnnD31" is unfortunately a complaint completely untrue and a major problem with this web site, anyone can say anything with no verification whatsoever. The complaint was left by a John Scott of Maryland and we imagine he thought it would have more impact posing as "Ann". We spent a great deal of time and effort with Mr. Scott to first to verify his prescription and then to explain his order was delayed by our inability to directly reach his doctor in order to verify his prescription. We must comply with Federal Prescription Drug Law regarding prescription verification and on occasion and despite our best efforts we encounter delays entirely beyond our control. We are here to help and in fact that's the really fulfilling part of our business, it's why we do what we do. We always strive to do the best we can for every one of our customers and are saddened when truthfully despite our best efforts we cannot meet their expectations.

ComplaintsBoard
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12:58 am EDT
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ContactLens.com unacceptable customer service

3/28/11 place an order for contact lens. I found out before they were delivered that I needed a stronger prescription. March 31, 2011, I contacted the company to try to change the order. Order had already been shipped. Neither the website nor the shipping box contained return instructions. I called the number to receive a voicemail requesting that I either leave a message or send an email to retrieve the Return Merchandise Authorization (RMA) number. I sent 2 emails and received no response. I called to leave a message and to state that this was my first experience and so far, it was not good. I finally received a response to my email on APRIL 19, 2011, and after 4 emails back and forth, they finally sent my RMA number so that I could return the unopened lenses for an even exchange! So the saga continues, let's see if this company pulls through for me, or if they find some reason, not to return my $109 or exchange for the correct prescription. I'll let you know how it ends...but sounds like it may take a while. We'll see how good their service really is...signed "Can't Believe My Emails"

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Update by Can't Believe my Emails
May 01, 2011 3:41 pm EDT

My exchanged contacts were received as requested on 4/30/11. This whole experience made me very nervous. The company seemed very suspicious due to poor customer service. I thought they would turn out to be a rip off. However, they did provide the exchange free of charge. This company could be greatly improved by being more customer friendly.

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12:09 pm EST
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ContactLens.com Problems processing returns

The customer service is awful! It took a very long time for my contact lenses too arrive. I went with this company because they promised fast shipping and I thought the price was reasonable. My dr changed my rx before they arrived and when I called them they said it was too late and that they finally just shipped them. They told me I could return them for the other rx but never bothered telling me that I needed a return number. When I called to check on the status they informed that I needed a return number and now my order was going to take at least an extra week to process. They said I also returned them to the wrong address causing more additional time to process the return. Well I checked the status of my package this morning and it has been sitting at the post office in Meredith NH since 11/13/09 and today is 11/20/09. Noone is bothering to even pick it up. Her I am still waiting weeks later to get the lenses. I don't recommend this company to anyone due to all the miscommunication and poor custiomer service,

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5:14 pm EDT
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ContactLens.com Unprofessional Service

I read another complaint about this company and have to agree about the unprofessional service. I placed an order for 4 boxes of contacts on Friday. I found another website that had the contacts I ordered for $4 cheaper per box, and $9 cheaper with a rebate. I called them after hours and left them a message to please call back. Monday, I did not receive a return call, so I called them again today and spoke with a supervisor. I asked if he'd be willing to price match. Right off the bat, he said, "No one has them cheaper, " so I had him go to the website. He said, "That's with a rebate, go with them because we don't do rebates." I explained with the rebate, it's even cheaper, but I'm not asking for the rebate price, just $10 difference. He told me he wouldn't price match, and for me to cancel my order -- all of this in a rude manner. So I asked him, "You would rather me cancel my order than just credit me $10?" So I gave him my order number and he said, "Can't cancel the order, they went out today." (This is shocking in itself, since I ordered these 4 days ago.) I asked him if I return them, will they give me my full refund plus return shipping. He said, "Not only will we NOT refund the return shipping, but you'll also get charged a 15% restocking fee." Wow. No wonder he doesn't care if he loses customers by being rude. They actually profit from being rude and hope that I'll return the product so that they'll get 15% in their pocket and the product back to resell.

Read full review of ContactLens.com and 1 comment
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Contactlens.com
Meredith, US
Oct 30, 2009 11:02 am EDT

We shipped this customer's order within 4 days of the order being placed, we strive to ship most of our orders this quickly. We will price match if we can. We do charge a 15% restocking fee only for orders that are returned and not reordered, it actually costs more to process the return. There is no restocking charge whatsoever for orders placed incorrectly that are reordered correctly, nor do we charge to reship to the customer the correct replacement order, we ship the return entirely at our expense. We will accept for refund any unopened resalable condition full boxes of contact lenses within 30 days of the order and we will also accept any unopened resalable condition full boxes of contact lenses due to prescription change within 90 days of the order as full credit toward the new prescription. We are not rude, we do handle a great many calls and try to give each customer the attention they deserve. We have some of the lowest prices for the freshest contact lenses available anywhere, please see for yourself at www.contactlens.com

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9:56 am EDT
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ContactLens.com Unprofessional and bad service

Very unprofessional company. Order product and its taken over a month to get the product. When I call their customer service to cancell order, representative assured me of cancellation but no email confirmation. Contacted them again and they hang up on me and even block my number so I can't contact them again. Meanwhile they still have my money and I have no product.

Read full review of ContactLens.com and 3 comments
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JetPilot2014
, US
Dec 26, 2014 10:11 pm EST

Unbelievable experience! Extremely rude and even hostile when I asked to return contact lenses. The woman I dealt with was rude every step of the way. When I asked to return my order, she became aggressive with me. She kept giving me the run around and would not be direct regarding how to return the order. When I finally said I would not continue the ridiculous banter around returning the order... if you won't allow the return, just say so... A very pleasant man responded, basically giving me the bird. ... long story- short- RUN from this company! If you want to return something, forget about it! They don't want to honor their return policy and they give you a really hard time if you ask to return. They were rude before I even asked to return it. Delivery took longer than it does from the other major retail sites. Don't bother with them. It's not worth saving a few dollars. I got the impression that they are a mom and pop shop, trying to look like a big retailer online (minus the customer service.)

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Contactlens.com
Meredith, US
Jun 22, 2009 11:12 am EDT

Mr Altreche order one of the very few "custom" contact lenses we offer. As it clearly states on our website' page for this product, "This is a custom contact lens, orders cannot be canceled once placed and cannot be returned unless defective."

http://www.contactlens.com/products/BIOFINITY_TORIC_6_PACK-203-0.html

In addition custom contact lenses are made specifically for the customer once an order is placed and typically take from two to four weeks for us to receive from the manufacturer. We emailed Mr. Altreche on 6/19 the day prior to this complaint and advised him his order had shipped and you can see for yourself, UPS Tracking Number 1ZR4W0080352486851. We spoke to him by phone on 6/20 the day of the complaint and further advised him his order had shipped and would be delivered 6/22. We sincerely apologise if there was any confusion associated with a custom contact lens order and wish to assure everyone Ken's contacts will be delivered today 6/22. Mr. Altreche is free to call us anytime toll free and we would be happy to speak to him about this or any future orders. We sincerely wish him the all the best.

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Customer77
winter park, US
Jun 20, 2009 12:34 pm EDT

I had an order take over a month, only to be told the contacts were not available!

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