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Lens.com, Inc. / Fraud

United States
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Contact information:
Lens.com, Inc.
I attempted to order contact lenses through this website. On the date they tried to charge my credit card my account did not have funds so the order was cancelled. I was notfied by "Rachel" in customer service that if I wanted to retry my card for the lenses to call their 800 # otherwise my order would not be shipped (I have this email). I purchaed lenses locally because I could not wait and was shocked when a week later they charged my account for the lenses. I called the day the charge showed in pending status and asked them to stop the charge and not ship the lenses. I was told they would not stop the process, that I should wait for them to ship the lenses, return them when I get them, then wait 4 weeks for a refund. I told them I thought that was silly especially since I never authorized them to charge me again and they emailed me saying they would not unless I called them. I told them I didn't want to wait 5 weeks for a refund and that if they didn't do the reasonable thing and credit me ASAP I would file a complaint with my bank. The "customer service" response I got was literally...and I'm quoting..."Do what you need to do." Not another word, no apologies for the mixup. I have the "Do what you need to do" email as well.

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