The complaint has been investigated and
resolved to the customer's satisfactionResolved Lens.com — wrong contact prescription & color
resolved to the customer's satisfaction
I fowarded this complaint to Lens.com and the Better Business Bureau on 2/4/ 09:
Attn: Lens.com - Jennifer Cole
Director of Customer Satisfaction:
I ordered 2 pair of contacts from your company on 1/12/09. Order # 926180.
When I received them from your company the 2 right lenses were not the correct eye prescription that my eye doctor had prescribed. I could not see out of them, everything was a blur in the right eye. I have my old pair from my eye doctor which work fine. The right lenses you sent me were not the same as my right lense from my eye doctor.
When I contacted your company, they said they would send replacements. Now, the right lense replacements that were sent (prescription is correct) are of vastly different color green than the left & right lenses sent originally.
I know this does not effect vision, however, the order is still not right. I ordered from your company expecting matching lenses with the correct prescription. Your web site states satisfaction guaranteed:
"At Lens.com we guarantee that you will receive the exact type and brand of contact lenses specified in your order and confirmed by your eye doctor's prescription. Each pair will arrive sealed in manufacturer's packaging or your entire purchase will be refunded. We also guarantee that all contact lenses will be delivered free of any manufacturer defects or we will replace them at no additional cost."
Also, the lenses sent were not sent in sealed manufacturer's packaging.
They came in throw away contact cases.
I have talked to your company reps. several times today (Nikki, Deanna, Makisha, Chelsea) trying to get through to Karen, the gas permeable supervisor.
Nikki told me that Karen was the supervisor, I was put through to Karen's voice mail and have left messages for her to call me back which she has not bothered to do.
For the record, you should know that your phone representatives were evasive, rude at times, and unhelpful.
Chelsea told me I must send the old lenses directly back to the lab and they will decide whether or not to replace them and that there is nothing more your company can or will do, very unprofessional to say the least.
Do you not stand behind your product?
You hire the lab, not me. I trusted your company to do this right and it is not right.
If your company (lab) had made the contacts correct the first time, this would never have happened.
All I wanted was 2 pair of Boston ES contacts that were the right prescription, color and type.
Please let me know what can be done to resolve this issue.
I have contacted my credit card company which was used to pay for the lenses and they have told me to try and resolve this with the merchant first (which I have been trying to do). Otherwise, they said to call them back and open a merchant transaction dispute claim and they will credit the account and take it up with your company directly.
I would be happy to send the lenses back as I told your reps. as long as I know I will get proper replacements, with the correct prescription, color and type (Boston ES).
My eyes are very important to me as they should be to everyone
I just want what I ordered: 2 pair of matching contacts.
Please let me know,
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