ContactLens.com
reviews and complaints

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.

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?!

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"

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,

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.

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.