Complaints

This profile includes complaints for Kits's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Kits

  1500 Yew St Vancouver, BC V6K 3E4

• 

  Kits

  1020 510 Seymour St Vancouver, BC V6B 3J5

• 

  Kits

  2955 Hebb Ave Vancouver, BC V5M 4Y2

• 

  Kits

  1120 Yew Ave Blaine, WA 98230-9222

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:16/06/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Dear *********** am writing to file a formal complaint against the company Kits.com regarding an unresolved refund issue that has caused ongoing inconvenience and financial concern.On April 21, 2025, I placed an order for contact lenses through Kits.com. Due to the high cost, I immediately canceled the order after payment. However, my insurance provider had already reimbursed $97 for this transaction.After canceling the order, Kits.com processed a refund to me directly, but failed to return the insurance portion to the insurance company. On May 21, I contacted Kits.com to address this issue. A staff member assured me that they had taken care of the matter and that the insurance company would receive the refunded amount within 12 weeks.Unfortunately, as of todaynearly a month laterthe insurance company has confirmed that no refund has been received from Kits.com. I have made every effort to resolve this directly with the company, but there has been no satisfactory resolution.This situation not only reflects poor customer service but also raises serious ethical concerns, as the insurance reimbursement was not rightfully retained by the company.I respectfully request your assistance in investigating this matter and taking appropriate action to ensure Kits.com returns the funds to the insurance company without further delay.Attached are copies of relevant documents, including the order confirmation, cancellation notice, and communications with the company.Thank you for your attention and support.

  Business Response

  Date: 17/06/2025

  We sincerely apologize for any inconvenience this situation may have caused. Please know that it was never our intention to create any frustration, and we truly appreciate your patience and understanding throughout this matter.
  
  We would like to clarify that we reached out to the insurance company, ClaimSecure, on May 20, 2025, to initiate the reversal of your claim. In accordance with their procedures, insurance claim reversals must be processed via cheque. To move forward, ClaimSecure first needs to send us a specific form that we are required to complete and return along with the cheque in order to finalize the reversal.
  
  Unfortunately, we have not yet received this document from the insurance provider. Based on recent delays with mail delivery, likely related to the ongoing postal strike, it appears the necessary paperwork has been held up. Please rest assured that we are actively monitoring the situation and will proceed with the reversal as soon as the document arrives.
  
  We understand the importance of resolving this as quickly as possible and want to reassure you that we are fully committed to ensuring the refund is returned to the insurance company without further delay.
  
  Should you have any further questions or require updates, please don’t hesitate to reach out. We truly value your business and thank you again for your continued patience and understanding.
  

  Customer Answer

  Date: 17/06/2025

   
  
  Complaint: 23475541
  
  
  
  I am rejecting this response because: As clarified by the insurance provider, the healthcare provider should contact them directly for assistance with returning the payment electronically. The insurer has confirmed that electronic return is acceptable and a physical check is not required.
  For your reference, I’ve attached the relevant communication from the insurer. Please let me know if you need further assistance or additional details.
  Thank you for your patience and understanding.
  
  
  
  Sincerely,
  
  
  
  Shanshan Wan

  Business Response

  Date: 20/06/2025

  Thank you again for your continued communication and for sharing the correspondence from your insurance provider.
  
  As soon as we received your message, we immediately contacted ClaimSecure and referenced the details you provided, confirming their ability to accept electronic reimbursement. Although this option had not been previously communicated to us—ClaimSecure had originally advised that we wait for a letter and respond by cheque—we were able to escalate the matter using your forwarded message.
  
  We’re pleased to confirm that the payment has now been processed electronically, and we’ve received confirmation under reference number 10006022.
  
  Please know it is never our intention to cause inconvenience — to you or to our team. We always aim to resolve matters as efficiently as possible, and we strongly prefer electronic payment for situations like this, as it helps avoid unnecessary delays on both sides.
  
  We appreciate your patience and the opportunity to bring this to a resolution. If there’s anything further you need, we’re here to help.

• Initial Complaint

  Date:09/05/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I would like to formally file a complaint against ************************* for questionable practices related to customer privacy, lack of communication, and poor service.On May 5, I attempted to use their HELLO first-time customer discount code, which failed to apply during checkout, despite it being my first purchase. I called their support line and spoke with a representative, who told me that the only way to use the discount was to provide my full credit card infoincluding number, expiration date, and security codeover the phone. He didnt mention an alternative method via secure link, which I only discovered after the transaction was completed and I checked my email.Three different payment links were sent proving that the secure method was in fact available. My card history also reflected multiple transactions due to this.When I contacted support again via live chat the next day, the second representative, ***** *., dismissed my concern. She repeatedly justified phone-based card collection by saying, we receive card info every day , "it's completely secure", and its not a problem, which deepened my discomfort. There was no empathy or acknowledgment. While I was typing, she continued to send messages without waiting or engaging with what I was saying.I requested to speak with another agent multiple times, but she ignored those requests. She later ended the chat saying, you havent responded so Im closing this, even though I had clearly stated first that I was frustrated, would like to end the conversation, and would reach out separately, and left the conversation. I found this especially unprofessional and evasive. I chose this company in part because its based in *********, where I live, and I was deeply disappointed by their lack of care, transparency, and emotional intelligence. I had expected a more humane and customer-centered approach from them

  Business Response

  Date: 12/05/2025

  Thank you for the opportunity to respond to this concern.
  
  We understand and regret that this customers experience did not meet expectations, and we sincerely apologize for any frustration caused.
  
  We would like to clarify that the HELLO discount code is reserved for first-time customers only. Upon reviewing our records, we found that another order had been placed using the same shipping address back in February. As such, the discount code could not be applied automatically during the May 5 purchase. However, as a courtesy, one of our agents assisted with manually applying the offer, and the customer was charged the adjusted amount of $287.28, which reflects the discount.
  
  We can confirm that only one charge was processed in our system, and that we do not store or retain any customer payment information. While we offer secure payment links to complete transactions safely, we acknowledge that this option should have been more clearly communicated during the initial interaction. We are reinforcing this best practice with our team.
  
  Regarding the original phone conversation, we do record most support calls for quality assurance; however, in this instance, the call was not recorded because it involved the exchange of payment information. In accordance with our privacy protocols and compliance requirements, calls where sensitive payment details are shared are intentionally excluded from recording to protect customer privacy.
  
  Although we are unable to review the call, we take the concerns raised about tone and service seriously. We are reviewing the live chat transcript and will take any necessary steps to ensure our agents maintain a professional and empathetic approach in all interactions.
  
  We appreciate this feedback and remain committed to providing transparent and respectful customer service.

  Customer Answer

  Date: 13/05/2025

   
  Complaint: 23305803
  
  I am rejecting this response because:

  I wanted to take a moment to clarify my position, as parts of their explanation left me feeling more confused and disappointed.
  After reading the response, I finally understood what the promotion one per household actually meant. However, during my call with one of their *****s, they didnt seem to know the policy either. They neither confirmed nor asked any follow-up questions regarding this restriction, which could have avoided the entire issue from the beginning.
  Whats more disappointing is that even on the very day I attempted to make the purchase, May 5, I received a promotional text message with the subject line Hey New Customer, Get 30% Off, which I attached here. I assume I received this message because I had visited the website about a week earlier and entered my personal information while considering a purchase. If their own marketing team is actively sending these codes to potential buyers without verifying eligibility, and their support *****s are unable to provide clear guidance, it becomes extremely frustrating for customers who are simply trying to make a purchase.
  I find it quite concerning that their response now seems to shift the focus by implying that the discount was offered to me as a form of courtesy or that I misrepresented the situation. I want to be very clear once again: I was not the person who made the February purchase. I have never made a purchase from this company before. If a prior order at my address was enough to disqualify my promotion code, then their system should have prevented it from being applied in the shopping cart in the first place. Instead, it remained applied until I reached the final step, attempting to place the order, when the error message appeared. What a waste of time. It made me wonder whether this is an intentional sales tactic.
  To clarify the living situation at this address: I live in a coach house that is part of a larger lot, which includes a main house. There are a total of seven tenants across multiple units, just like many shared properties in *********. It is unreasonable to rely solely on address matching when determining promotion eligibility, especially if their system does not verify this until the very last step of checkout.
  Also, as I mentioned in my initial complaint, I was surprised at how casually the first ***** asked for my full credit card information, including the security code, instead of sending me the linkwhich had already been sent to my email multiple times, and how the second ***** on chat justified it as if it were standard protocol. This felt inappropriate and raised concerns about their approach to customer privacy and security.
  It was the main point of my complaint, but I dont think I received a clear reason why the ***** did that or what the companys original protocol is in this type of case. Also, the chat ***** told me at least twice that we will have this investigated and have our QA team listen to the call. Yet I havent heard from the company since then, and now they claim that the call recordings are no longer available. This change in narrative raises serious concerns about internal consistency and accountability.
  Had I known from the beginning that I wasn't eligible for the code, I simply would have purchased from somewhere else. Due to Kits online advertising, such as on ******** and Instagram, many of my friends asked me how the experience was, and I was planning to share my thoughts. Unfortunately, after this experience, I will not be recommending the company to others.
  The reply was somewhat disappointing. I hope that future customers are made more aware of how their promotions and policies actually work before they go through a similar experience.

   

  Business Response

  Date: 14/05/2025

  Thank you once again for the opportunity to respond to this complaint and for sharing the additional feedback. We want to reiterate that we sincerely regret the customers negative experience and fully understand the frustration expressed. We appreciate the chance to provide further clarification and address the concerns raised.

  
  Promotional Eligibility and Communication

  
  We acknowledge that our messaging around the HELLO discount code and first-time customer promotions could have been clearer, both in our marketing materials and in real-time interactions with our support team. While our system uses shipping address verification to limit promotional misuse, we now recognize this method may unintentionally exclude eligible customers in shared living arrangements, such as coach houses with multiple tenants.
  We also understand that receiving a promotional message close to the date of the purchase could understandably lead to confusion if eligibility criteria were not transparently communicated. We are reviewing our marketing and checkout flows to ensure clearer and earlier messaging regarding household-based restrictions to avoid similar frustrations moving forward.

  
  Handling of Payment Information

  
  We take customer privacy and data security very seriously. It is our strong internal policy to offer secure payment links whenever manual payment is required. In this case, while the secure link was sent by email, we acknowledge that it was not emphasized or clearly explained by the agent during the phone call. Asking for full card details over the phone, though still permitted under compliance standards, is not our preferred method and should not have been presented as the only option.
  We are actively reinforcing training across our team to ensure secure links are offered as the primary method, and that customers are clearly informed of all available options.

  
  Call Recording and Internal Review

  
  Regarding the initial phone conversation: per our privacy protocol, we do not record calls when sensitive payment details are exchanged. This is in line with PCI compliance standards and designed to protect customer privacy. However, we recognize that a prior assurance to review the call may have created confusion and contradicted this protocol. We are addressing this inconsistency internally to ensure clearer communication in the future.
  We are currently reviewing the chat transcript with our QA team to address the concerns raised about tone, responsiveness, and professionalism during the live chat interaction. This review process is ongoing, and we will be following up with the involved agent(s) accordingly.

  
  Next Steps and Commitment

  
  We want to emphasize that our intent was never to imply misrepresentation by the customer. We recognize the unique circumstances of the shared living space and sincerely apologize if our previous response came across as dismissive or accusatory.
  While we are unable to retroactively change the systems behavior during the checkout process, we are actively exploring ways to make our eligibility checks more inclusive and upfront. This includes revisiting our reliance on address-based verification and improving how promotional qualifications are displayed before final checkout.
  

  As a gesture of goodwill, and in acknowledgment of the inconvenience caused, we would like to offer a $50 refund to the original payment method. This is in addition to the discount already applied at the time of purchase. We hope this helps express our commitment to better service and a more transparent experience.
  

  We remain committed to learning from this situation and sincerely hope we can regain the customers trust.

• Initial Complaint

  Date:30/04/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  *************** listed contacts at $24.89 per 90-count box online, making a year supply total $199.12. However, when you go to checkout, they tack on a $278.77 "processing fee". This is a misleading advertising practice.

  Business Response

  Date: 01/05/2025

  We sincerely apologize for the frustration caused by the processing fee. We understand how unexpected fees can be disappointing, which is why we strive to be as transparent as possible throughout the purchasing process.
  While the processing fee is an industry standard, we make sure to disclose it clearly on our website before any personal information is required. A detailed explanation is accessible via a popup located next to the processing fee at checkout. This popup reads:
  "Dear valued customers,
  In recent times, weve noticed a trend among our competitors, who are displaying extremely low upfront prices online to appear more competitive. Despite our initial reluctance, weve needed to adopt this practice at ************************ due to the impact it had on our traffic and orders, despite our competitive pricing.
  We want to assure you that ************************ remains committed to offering the most competitive prices online. Your savings and satisfaction are paramount to us. We invite you to compare our bottom line prices with those of our competitors, confident that well continue to exceed your expectations.
  Your continued support means everything to us.
  Warm regards,
  ************************ Team"
  As explained in the popup, the processing fee reflects a common pricing practice in the industry. We encourage our customers to compare total order costsincluding all applicable feeswith other retailers, and we remain confident in the overall value we provide.
  Were committed to delivering unbeatable service while being upfront and transparent about all charges. Again, we apologize for any frustration this may have caused and appreciate your feedback.

• Initial Complaint

  Date:27/01/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Went to order contacts online, found a good deal went to purchase and they the. Tacked on processing fees over the cost of the contacts making the price more than double. There is no mention of processing fees on the page that you add everything to the account.

  Business Response

  Date: 28/01/2025

  We appreciate the opportunity to address the concerns regarding the processing fee applied during their purchase attempt on our website, ************************. We take feedback very seriously and strive to ensure that all of our practices are transparent, ethical, and compliant with consumer protection laws.
  At ************************, we are dedicated to offering competitive prices and value to our customers. The advertised price per box was accurately reflected during the initial stages of the checkout process. However, our website also applies a processing fee, which is disclosed before the final purchase is completed as well as under terms and conditions and FAQ sections of our website. This fee is intended to cover various operational costs, including but not limited to order handling, packaging, and payment processing.
  We understand that the inclusion of this fee may cause confusion, and we are continuously evaluating our pricing structure to ensure it is as clear as possible. It is not our intention to mislead customers; we aim to provide all relevant pricing information upfront. Our processing fees are disclosed before the order is finalized, allowing customers the option to review the total cost before making a decision to proceed with the purchase.
  We are committed to transparency in our business practices and understand that clear communication regarding fees is essential. In addition, we make every effort to ensure that our customers receive the best possible total price for their orders. To demonstrate our commitment to competitive pricing, we offer a Price Match Guarantee. If customers find a lower total cost for their order elsewhere, they are welcome to contact us, and we will match that price. This guarantee reflects our confidence in providing the best value on the market and our dedication to fair and transparent pricing.
  We apologize for any confusion or inconvenience this situation may have caused. We value our customers trust and are committed to improving our processes to better serve them. Should there be any further questions or clarifications needed, we are more than happy to assist and cooperate fully.

  Customer Answer

  Date: 28/01/2025

   
  Complaint: 22858873
  
  I am rejecting this response because:

  the price is not clearly reflected until final step in which the page doesnt even look like it changes. It doesnt add the fee until after I put in my credit card info. Additionally a card processing fee over 4% is illegal in the state I live in. All I want is the advertised price or I WILL be taking this up with an actual government agency. This is unethical business practices at its best. I have used Kits in the past for glasses and they have superior customer service. ******************** not so much. 
  
  Sincerely,
  
  ***** ****

  Business Response

  Date: 30/01/2025

  We appreciate your follow-up and understand your concerns regarding the processing fee. Transparency is very important to us, and we want to reassure you that this fee is disclosed before the final checkout confirmation. Customers can review the total costincluding any applicable feesbefore completing their purchase.

  
  We regret any frustration this may have caused, but please note that the processing fee is a standard part of our pricing structure and will not be waived. Our goal is to provide competitive pricing, and we encourage customers to take advantage of our Price Match Guarantee, which applies to the total order costincluding any feesif a lower total price is found elsewhere.

  
  Regarding legal concerns, we comply with applicable regulations and ensure that all fees are clearly presented before the order is finalized. If you have any further questions, we are happy to assist.

  Customer Answer

  Date: 30/01/2025

   
  Complaint: 22858873
  
  I am rejecting this response because:

  Im attaching a screen sharing of the entire order process. Nothing is disclosed until the last step of the process. Which is a false advertising violation and a processing fee for cards that high is against the law in the state I live in. Its a max of 4%
  
  Sincerely,
  
  ***** ****

  Business Response

  Date: 06/02/2025

  We appreciate you taking the time to share your concerns, and were sorry for any confusion or frustration you experienced during checkout. We want to clarify that the processing fee you saw is for the order itselfnot strictly a credit card surchargeand it helps cover our costs related to packaging, handling, and fulfillment.
  We also strive to ensure that all fees are clearly disclosed before you finalize your purchase, and we apologize if our current checkout flow made this less obvious. Were always reviewing ways to improve the visibility of all charges so that customers can make fully informed decisions. Additionally, we take regulations seriously and confirm that our practices are in compliance with relevant laws, including those regarding surcharge limits.
  We truly value your feedback, and were committed to providing a transparent and positive shopping experience. If you have any further questions or concerns, we invite you to reach out to our support team so we can help in more detail.

• Initial Complaint

  Date:08/01/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered two pairs of glasses (frames & lenses) through ************************* on November 11th (Order #: ********), and unfortunately both pairs had to be returned to the vendor as they gave me lenses with the wrong prescription. The total price of the order was $196, of which $150 was covered by my insurance provider (*********).My return package to ************************* was delivered on November 26th, and I've received a refund of $46 back to my credit card. However, they have not returned the $150 to Equitable. It seems they are intentionally holding back on returning the payment to *********. ********* advise that they allow return of funds not only via cheque, but they also accept it in the form of a bill payment (presumably with a credit card, which seems to be the much faster / easier approach).************************* said they said they will issue a cheque to Equitable, and on December 16, they claimed "the cheque in question has already been sent to Equitable", but when I asked them for more details (i.g., Courier / Tracking No. / When the cheque was sent), they kept giving me the run around and did not provide any of the requested information.They kept saying their billing department was out for the holidays so I waited until today to email them again asking the same questions (when the cheque was sent to Equitable, the courier used as well as the tracking number), they replied "we have started the procedure on our end and right now it is up to the insurance company to clarify the situation". That reply made no sense whatsoever. Hence I'm escalating this issue with BBB, as it seems unlikely that any additional correspondences with ************************* without a mediator would result in the issue being resolved.

  Business Response

  Date: 10/01/2025

  Thank you for reaching out and sharing the details of your situation. We completely understand your frustration and appreciate your patience as we work through this matter.
  
  We'd like to assure you that we take your concerns seriously and understand the importance of resolving this issue promptly. Regarding the refund of $150 to Equitable, the process does involve coordination between our billing team and your insurance provider, which can sometimes take longer than anticipated.
  
  As mentioned previously, the cheque has been issued to Equitable, and weve initiated the necessary steps on our end. Unfortunately, at this stage, the completion of the process largely depends on the procedures followed by the insurance company. We are currently unable to provide additional tracking information but can confirm that the cheque has been sent.
  
  We understand how frustrating this might be and are committed to ensuring this matter is resolved. If youd like, we can follow up with our billing department for any additional details as they become available.
  
  Thank you for your patience and understanding. Please let us know if theres anything else we can do to assist you further.

  Customer Answer

  Date: 10/01/2025

   
  Complaint: 22782243
  
  I am rejecting this response because:

  The complaint cannot be closed until ********* confirms that the cheque is received, especially since the requested information has not been provided by *************************.

  Sincerely,
  
  ******* ****

  Business Response

  Date: 21/01/2025

  We want to confirm that the cheque has been sent to ********* as requested. We are currently following up with them to verify its status and ensure everything is in order.
  As soon as we have more information, we will contact you immediately with an update. We appreciate your patience and understanding as we work to resolve this matter promptly.

  Customer Answer

  Date: 21/01/2025

   
  Complaint: 22782243
  
  I am rejecting this response because:

  The complaint will not be closed until the issue is resolved.
  

  If ************************* issued a cheque to Equitable already, I'm not sure why they are unable to provide the requested information so I could verify with Equitable (Date the cheque was sent, Courier & Tracking #)?

  Sincerely,
  ******* ****

• Initial Complaint

  Date:20/12/2024

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Dec 18, 2024 ordered 6 boxes of contact lens from Kit The price clearly stated ***** a box subtotal around ****** When the card was charged ****** I was shocked and emailed them immediately and asked they refund my card Today I recieved a letter stating there were processing fees. ****** dollars worth of fees that were not on anything I read and they offered me classes for ***** dollars Not acceptable

  Business Response

  Date: 28/12/2024

  We appreciate the opportunity to address the concerns regarding the processing fee applied during their purchase attempt on our website, ************************. We take feedback very seriously and strive to ensure that all of our practices are transparent, ethical, and compliant with consumer protection laws.
  At ************************, we are dedicated to offering competitive prices and value to our customers. The advertised price per box was accurately reflected during the initial stages of the checkout process. However, our website also applies a processing fee, which is disclosed before the final purchase is completed as well as under terms and conditions and FAQ sections of our website. This fee is intended to cover various operational costs, including but not limited to order handling, packaging, and payment processing.
  We understand that the inclusion of this fee may cause confusion, and we are continuously evaluating our pricing structure to ensure it is as clear as possible. It is not our intention to mislead customers; we aim to provide all relevant pricing information upfront. Our processing fees are disclosed before the order is finalized, allowing customers the option to review the total cost before making a decision to proceed with the purchase.
  We are committed to transparency in our business practices and understand that clear communication regarding fees is essential. In addition, we make every effort to ensure that our customers receive the best possible total price for their orders. To demonstrate our commitment to competitive pricing, we offer a Price Match Guarantee. If customers find a lower total cost for their order elsewhere, they are welcome to contact us, and we will match that price. This guarantee reflects our confidence in providing the best value on the market and our dedication to fair and transparent pricing.
  We apologize for any confusion or inconvenience this situation may have caused. We value our customers trust and are committed to improving our processes to better serve them. Should there be any further questions or clarifications needed, we are more than happy to assist and cooperate fully.

• Initial Complaint

  Date:02/12/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Recently, this business had continued a subscribe and save order that we had already cancelled and proceeded to send this order and charge us for it having it sent to our previous address thats over two hours away from where we live now the last time this happened I was able to get a hold of them. They can never cancel an order after its done. They force you to ship it and pay for it but because it was the wrong address and it was their fault they credited me for that first time. They also tried to resend us a box for which I refused and told him I dont need I also told them to cancel any future subscriptions as I was unable to do it on the website. They told me that they cancelled the subscription and we would never get it sent to us again and that they also updated the address in our file, though I did want them to close my account. Now today I got a notification that they charge our account again and again they send a package to the old address, which means we will not only not get the product that we dont want anyway, but that we have no access to it so if I were to return it back for a credit I wouldnt be able to do that. I want a refund and I want them to delete us out of their system because this is the second time this happened after they already told us they cancelled the subscription and I want to close my account and they wont do that for me. Ive already called them multiple times emailed them multiple times and left voicemails no reply.

  Business Response

  Date: 04/12/2024

  Thank you for taking the time to bring this matter to our attention. We deeply regret the frustration and inconvenience you have experienced.
  
  Upon reviewing your account, we discovered that multiple subscriptions were active, which resulted in the recent charge and shipment. To address this issue:
  
  Subscriptions Cancelled: We have purged your account and ensured all subscriptions are canceled to prevent any future orders.
  Refund Issued: A refund for the most recent charge has been processed. You should see the refund reflected in your account within [time frame, e.g., 1-3 business days], depending on your bank.

  
  We sincerely apologize for the repeated issues with your subscription and shipping to an outdated address, despite previous updates and cancellations. We understand the frustration caused by these errors and have taken steps to ensure they will not occur again.
  
  Your account is now permanently closed, and no further charges or shipments will take place. Should you require any additional assistance, please do not hesitate to contact us directly.
  

• Initial Complaint

  Date:18/11/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  They day they stole money from my credit card 11/11/2024.The date they billed me for something I did not order was 11/11/2024. It was also veterans Day. I think they were trying to pull something shady because the banks are closed on a holiday. The amount they billed my credit card was for $ ****** On 11/14/2024 I received a large box of 360 prescription contacts. I was in shock.I did not order or want. I immediately called my credit card company and had them cancel my credit card. They charged me $ ***** to do this.They never got my permission to do this. Nor did I order these *********** prescription expires on 02/13/2025 The address on the box is different from your address. It says kits Eyecare...........(***********************************************************

  Business Response

  Date: 19/11/2024

  Thank you for reaching out to share your concerns. We understand your frustration and appreciate the opportunity to address this situation.
  After reviewing your account, it appears that you had selected our Autoship subscription service for your contact lenses. As part of this program, we process regular shipments according to the schedule set at the time of enrollment. We also sent multiple notifications about the Autoship program, including emails when payments failed and before a new order was shipped.
  To resolve this issue, we are willing to issue a full refund for the order. However, since the original payment method is no longer active, we would need an alternate payment method, such as ******, to process the refund.
  Please contact us at your earliest convenience so we can arrange this for you. Should you have any further questions or concerns, were here to help.
  Thank you for your understanding, and we look forward to resolving this matter.

• Initial Complaint

  Date:12/11/2024

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The vendor advertises contact lenses for $30.99/box. When the customer clicks through to checkout, the vendor applies a processing fee of $195.24. The vendor publicly provides the following information about this fee:Dear valued customers,In recent times, weve noticed a trend among our competitors, who are displaying extremely low upfront prices online to appear more competitive. Despite our initial reluctance, weve needed to adopt this practice at ************************ due to the impact it had on our traffic and orders, despite our competitive pricing.We want to assure you that ************************ remains committed to offering the most competitive prices online. Your savings and satisfaction are paramount to us. We invite you to compare our bottom line prices with those of our competitors, confident that well continue to exceed your expectations.Your continued support means everything to us.Warm regards,************************ Team I know that processing fees are legal/not regulated, but I believe that the fact the vendor explicitly applies this fee in order to falsely advertise their list prices is a violation of federal and state law. I've already filed a complaint with *********** but believe further action is needed to force the business to comply with regulations and list prices honestly.

  Business Response

  Date: 13/11/2024

  We appreciate the opportunity to address the concerns regarding the processing fee applied during their purchase attempt on our website, ************************. We take feedback very seriously and strive to ensure that all of our practices are transparent, ethical, and compliant with consumer protection laws.
  At ************************, we are dedicated to offering competitive prices and value to our customers. The advertised price per box was accurately reflected during the initial stages of the checkout process. However, our website also applies a processing fee, which is disclosed before the final purchase is completed as well as under terms and conditions and FAQ sections of our website. This fee is intended to cover various operational costs, including but not limited to order handling, packaging, and payment processing.
  We understand that the inclusion of this fee may cause confusion, and we are continuously evaluating our pricing structure to ensure it is as clear as possible. It is not our intention to mislead customers; we aim to provide all relevant pricing information upfront. Our processing fees are disclosed before the order is finalized, allowing customers the option to review the total cost before making a decision to proceed with the purchase.
  We are committed to transparency in our business practices and understand that clear communication regarding fees is essential. In addition, we make every effort to ensure that our customers receive the best possible total price for their orders. To demonstrate our commitment to competitive pricing, we offer a Price Match Guarantee. If customers find a lower total cost for their order elsewhere, they are welcome to contact us, and we will match that price. This guarantee reflects our confidence in providing the best value on the market and our dedication to fair and transparent pricing.
  We apologize for any confusion or inconvenience this situation may have caused. We value our customers trust and are committed to improving our processes to better serve them. Should there be any further questions or clarifications needed, we are more than happy to assist and cooperate fully.
  

• Initial Complaint

  Date:11/09/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  They write on their website that the cost of the product is one thing, and then after you see that they tacked on $155 in bogus "processing fees" to the order, with no notification. And you can see that they still do not show you what you paid for the item, there is no option to see what you actually paid, but a new "total" that was not what it showed in the cart before.

  Business Response

  Date: 12/09/2024

  In recent times, **** noticed a trend among our competitors, who are displaying extremely low upfront prices online to appear more competitive. Despite our initial reluctance, weve needed to adopt this practice at ************************ due to the impact it had on our traffic and orders, despite our competitive pricing.
  We want to assure you that ************************ remains committed to offering the most competitive prices online. Your savings and satisfaction are paramount to us. We invite you to compare our bottom line prices with those of our competitors, confident that well continue to exceed your expectations.

  Customer Answer

  Date: 12/09/2024

   
  Complaint: 22264408
  
  I am rejecting this response because it unacceptable to list one price and charge another. It is irelevant what anyone else does. It is blatant falsehood. You can not say and item is one price and then charge another. I would like to be refunded the $155 I was charged in bogus charges. :
  
  Sincerely,
  
  ****** ******

  Business Response

  Date: 16/09/2024

  We completely understand your frustration regarding the processing fee and want to clarify our policy.
  The processing fee is typically non-refundable. However, if you would like to return your entire order, were happy to provide a prepaid return label. Once the item is returned, we will issue a full refund for your order, including the processing fee in this case.
  To proceed, please contact our customer service team directly, and they will assist you with the return process.
  We appreciate your understanding and are here to help.