Business Profile

Sunglasses

Kits

This business is NOT BBB Accredited.

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This business has 1 alert

Pattern of Complaints

Complaints

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

Customer Complaints Summary

27 total complaints in the last 3 years.
21 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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:04/09/2024
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.
I bought 8 boxes of contact lens from Kits and I wanted to return it. I returned to Kits all full 8 boxes of contact lens but Kits only refunded me the amount of 1 box of contact lens and when I contact them, they said they only receive 1 box but I know I sent them back all unopen 8 boxes. Now Im losing money and receive nothing.
Customer Answer
Date: 12/09/2024
Hi, the issue was solved by the company. Thank you!
Initial Complaint
Date:16/07/2024
Type:Delivery 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.
I ordered two pair of contacts. When I received my tracking number it will give me two different locations on where my contacts are being shipped from. So I dont know what to believe if I will receive my order because the tracking number is showing differently. After i ordered I read reviews saying customers never received they orders.
Business Response
Date: 16/07/2024
Thank you for bringing this to our attention. I understand your concerns regarding the tracking information for your recent order.

Upon reviewing your order, I can confirm that your contact lenses have shipped from our ********* location, where they were in stock. I have double-checked the tracking number on your order and it matches the tracking number in the pictures you provided. It appears there might have been some confusion due to the tracking system displaying multiple locations, but rest assured, your order is on its way from **********

As a gesture of goodwill and to address any inconvenience this may have caused, we are issuing a refund for your order. You should see the refund reflected in your account within the next few business days.

We strive to ensure our customers receive their orders promptly and accurately. If you have any further questions or need assistance, please do not hesitate to contact us. We're here to help.
Customer Answer
Date: 17/07/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

*****************************
Initial Complaint
Date:15/07/2024
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.
Opticontacts keep sending me renewals for contact lenses and taking money from my bank account even though i never signed up for renewals. They will not give me access to my debit card information that they have on file. I have an account with this company but no access to my payment information, so no way to cancel my card that they have on file.
Business Response
Date: 16/07/2024
Thank you for reaching out to us. I understand your concern regarding your payment information and the autoship feature.
Please note that at Opticontacts, we do not enroll our customers in subscriptions automatically. The autoship option must be selected explicitly during the ordering process. Additionally, we send notifications before each autoship order is processed, allowing our customers to make any necessary changes such as updating shipping addresses, adjusting prescriptions for contact lenses, changing payment information, or canceling autoship entirely. These options can be managed conveniently through your account under "Manage Autoship."
Regarding your specific request for access to your debit card information, for security reasons, we do not provide payment information via our chat customer service. I understand that you've requested cancellation of the autoship option, and I've forwarded your request to our IT department to delete your account as per your instructions.
If you have any further questions or need assistance with anything else, please feel free to reach out. We're here to help.
Initial Complaint
Date:08/05/2024
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.
They advertise sun glasses at $28 online. This is deceptive. The actual cost is $128 once go through the checkout.
Business Response
Date: 12/02/2025
Thank you for reaching out and sharing your concerns. We appreciate the opportunity to clarify our pricing.

Our non-prescription sunglasses are indeed advertised at $28, as stated on our website. However, if you select prescription lenses with added features such as polarized lenses, the cost will increase accordingly. These additional costs are clearly outlined during the ordering process before checkout.

That said, we understand your frustration and want to ensure you have a positive experience with us. As a courtesy, we have waived the extra cost and processed an order for you at no additional charge.
We strive to maintain transparency in our pricing and ensure customers have a clear understanding of any additional costs before completing their purchase. If you have any further questions or need assistance, please dont hesitate to reach out to our support team.

Thank you for your feedback, and we appreciate the opportunity to assist you.
Customer Answer
Date: 14/02/2025

Complaint: 21683276

I am rejecting this response because:
I never received the sunglasses that were sent as a solution.

Sincerely,

*** **********
Business Response
Date: 17/02/2025
We appreciate the opportunity to address your concerns.
Attached, you will find both the receipt for the courtesy order and the ***** confirmation of delivery, which shows the package was successfully delivered in May 2024 to the shipping address provided at the time of the order. Our records indicate that the package was not returned to us, and we have not received any communication from you regarding issues with the delivery since the confirmation in May.
If you have not received the package, we recommend checking with household members, neighbors, or your local ************* as deliveries are sometimes left in a secure location or with a third party. You may also contact ***** directly for further assistance in locating the shipment.
Please let us know if we can provide any further support.
Customer Answer
Date: 20/02/2025

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

*** **********
Initial Complaint
Date:22/01/2024
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 company offers two different promotions for contacts. Both the same contacts. They manipulate processing fees to cover their overhead. Also the same item has free shipping in one browser and a charge for shipping in another. Covering their fees for the loss in the promotions. Multiple attempts I have tried to communicate with them led them to end chats and communications.
Business Response
Date: 12/02/2025
Thank you for bringing your concerns to our attention. We appreciate the opportunity to clarify how our promotions and fees work.

At ************************, we strive to offer competitive pricing through various promotions and discounts. Depending on the promotion applied, pricing structures, including processing fees and shipping charges, may vary. This is because some promotions reduce the upfront cost of the contacts while adjusting processing fees, while others may offer a different discount structure with separate shipping charges. These variations allow us to provide flexible pricing options for our customers.

Additionally, shipping costs can sometimes differ due to browser settings, location-based pricing, or cached data. We recommend checking your browser settings or clearing your cache for the most up-to-date pricing. However, if you ever see a discrepancy in pricing or promotions, we are happy to assist in ensuring you receive the best available deal.

We are sorry to hear that you experienced difficulty reaching our customer support team. We take customer service seriously and do not intentionally end chats or communications. If you are still in need of assistance, we encourage you to reach out to us directly at [contact email/phone], and we will be happy to address any remaining concerns.

Thank you for your feedback, and we appreciate the opportunity to assist you.
Initial Complaint
Date:19/10/2023
Type:Service or Repair 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.
On Sept 16, 2023 I ordered a pair of prescription glasses with the ***** frames in Brown (style#***** costing $69) from KITS with the promo code "WELCOME" which states a discount off of the total price of the frames and lenses for first time customers which I am. I received said pair of glasses on Oct 08, 2023, and they did not fit so I immediately contacted the company and received a return shipping label for the product and sent it back. I contacted the company again and requested a replacement pair of glasses with the Guess frame in Brown (style # ******** costing $49) since the original frames did not come in a smaller size and was told that I would have to pay a higher difference "since the offer excludes designer frames and only applies to KITS frames". I reviewed the promotional information that I was sent originally and the KITS company website and nowhere does it list any exclusions to the offer or differentiate any of the frames as designer or KITS frames. I informed the company of this and sent them the documentation. I find this to be deceptive marketing since all the frames on their website are "KITS frames" since that is the name of the company and their offer states that it applies to ALL FRAMES. I believe that the transaction should have included the replacement frames with the applied original discount and a refund of the $20 difference in price. I have included my purchase receipt, screenshots of the KITS frames webpages in question, their original "WELCOME" promo code that was sent to me and my email correspondence from KITS for your review.
Business Response
Date: 12/02/2025
Thank you for reaching out and sharing your concerns. We appreciate the opportunity to clarify the details of the WELCOME offer and address your experience.
As stated in the promotional materials you provided, the WELCOME offer applies exclusively to KITS glasses and sunglasses. This information is clearly specified on our website, including the product listing page, product display page, and FAQ section. Additionally, we explained these details in our email correspondence with you.
The glasses you initially purchased, the ***** frames, were part of our KITS collection, making them eligible for the promotion. However, the Guess frames you later requested as a replacement are from a designer brand and therefore do not qualify for the WELCOME offer. While we understand that our brand name, KITS, may have caused some confusion, our website clearly distinguishes KITS-branded frames from designer brands. Customers can easily identify KITS frames on our site, as they are marked under our own brand.
To resolve the matter as per your request, we processed a full refund, including shipping fees, for your original purchase. We regret any confusion and appreciate your feedback as we continuously work to improve clarity in our promotions.
If you have any further questions or need assistance with selecting KITS frames that work for you, wed be happy to help. Please dont hesitate to reach out.
Initial Complaint
Date:29/09/2023
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.
I ordered a pair of glasses to the kits ****** on September 15th,Order Num#: ******** Order Date: 09/15/2023b ,I uploaded the prescription to make sure it is done correctly and properly ,when I received the eyeglasses. They were not what I expected ,it was very cheap quality,after just 3 days screws had to be retighten,the lenses reflecting light into my eyes from inside the glasses, the left lens is blurry ,arms are tightly pressing towards my ears and skin above the ears is getting painful and irritated, everytime I put them on or touch them they sound like the arms are cracking,the glasses are not comfortable at all.
Business Response
Date: 12/02/2025
Thank you for reaching out and sharing your experience. We sincerely regret that the glasses did not meet your expectations, and we appreciate the opportunity to address your concerns.
We want to assure you that customer satisfaction is very important to us. After reviewing your case, we can confirm that we have accepted the return of your glasses and have issued a full refund for your order. Our goal is to provide high-quality eyewear, and we are sorry that this pair did not work out for you.

If you have any further questions or need assistance in finding a better fit, please do not hesitate to reach out. We appreciate your feedback and the opportunity to improve our products and services.
Initial Complaint
Date:15/09/2023
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.
* *** *** ******** *** *********** ******* ** *** ********* *********** ********* ** *** ******** They advertised a price of $34.89 / 90 day box of contacts. Because of this price, I went to my eye doctor and asked for a prescription for these specific contacts, because they are good quality and were a good price. Unfortunately, after getting to the checkout of my transaction, it turns out there was a hidden processing fee making the price TWICE as much as expected. Further, I had only expected this price because of their advertising. Because I only get 1 eye exam a year, I planned my eye care for the whole year based on this number, and now I can't afford the contacts I need. This company's underhanded way of bringing people to their website, and worse, causing people to make plans for their eye health based on their numbers, ** **** ********* *** *** ***** ****** *** **** ********** **** ****** ** ******** ** **** * **** ******** ***** ************** ** ** *** ** ********
Business Response
Date: 15/09/2023
Thank you for your feedback. A processing fee is charged however it is not hidden in any way. We try to make the processing fee as evident as possible however since the processing fee represents a percent from the total price of your contacts it cannot be calculated until you add your items to the cart. As such the processing fee is indicated on the page before you provide any of your personal information and included in the total cost shown on the last page before you complete the order.
Even considering this fee, we guarantee our total price to be the lowest on the web, and it's backed by a 7 day price guarantee which can be viewed at:
**********************************************************
Initial Complaint
Date:13/06/2023
Type:Sales and Advertising 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.
Attempted to utilize a discount code offered to me via text for a specific style of frames, kits x vasuma. When attempting to use code, received an error that the code did not apply despite the style I had chosen being explicitly advertised as that brand. * ** ****** **** ** ** ******* **** *** ****** *********** *** ******** * ********* ** *** ******** ***** *** ********* ******** ********* **** They offered me a replacement discount that by my valuation was of less retail value than the offer that should have applied on the initial code. See screenshots below. Attempt to purchase was 6/10/23.
Business Response
Date: 12/02/2025
Thank you for reaching out and sharing your concerns regarding the discount code. We appreciate the opportunity to clarify what happened and address your experience.
Upon receiving your inquiry, we immediately escalated the issue to our IT department to investigate why the discount code did not apply as expected. While looking into the matter, we offered you a replacement discount, which was actually of greater value than the original offer. The initial promotion provided a 55% discount, but we extended a 60% discount to ensure you received an even better deal.
We understand that this solution did not meet your expectations, and we sincerely regret any frustration this situation may have caused. It was never our intention to mislead customers, and we remain committed to providing fair and transparent promotions. If there is anything further we can do to assist, please do not hesitate to reach out.
Thank you for your feedback, and we appreciate your time.
Initial Complaint
Date:01/06/2023
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.
This company kept asking for proof of everything & provided proof of everything & kept asking the same & I kept emailing my proof of two boxes with defective particles. Like white film. Defective with dirty particles inside the bubble watery case. I told them a hundred times the filthy dust inside the solution irritated my eyes. They made more excuses & delaying their feet. Now that I could take a moment to deal with this, I decided to report them to BBB since they disappeared on me for 7 months now. This company needs to refund me & send me non-expired lenses & not send me rotten tomatoes. Imagine, the very first pair of dense I phoned them IMMEDIATELY. THEY ASKED FOR PRODUCT CODES, PHOTOS, MY DNA, YOU NAME IT, and kept delaying & delaying a resolution. It was exhausting duplicating the efforts with evidence after evidence & not once did they honor their commitment to make their wrong right. In fact, I'm exhausted dealing with them. In summary... They need to do the right thing. I never used this online service of theirs. And, this first time experience is undesirable. *** **** *** **** *** **** ** ******** ** **** **** ***** ** **** ** ***** ** **** ** ** ** **
Business Response
Date: 01/06/2023
We sincerely apologize for any frustration and inconvenience you have experienced with our company. We understand that the process has been challenging for you, and we apologize for any miscommunication that may have occurred.
In our previous email communication, we had requested you to kindly confirm the number of defective lenses in order for us to assist you further. However, it seems that there may have been a misunderstanding, as we did not receive a response from you confirming the specific quantity of defective lenses. We apologize if this was not clear in our previous correspondence.
Please be assured that we are here to assist you, and we apologize for any delays in resolving the issue. We understand the importance of providing replacements for the defective lenses, and we are committed to rectifying the situation promptly.
We kindly request that you provide us with the number of defective lenses and any additional information or evidence that can help us better understand the issue. This will enable us to take the necessary steps to resolve the matter to your satisfaction.
Once again, we apologize for any inconvenience caused and assure you that we are fully committed to making things right for you. Please reply to this email or contact our customer support team directly, and we will prioritize your case to ensure a swift resolution.
Thank you for your patience and understanding. We value your business and are determined to provide you with the quality products and service you deserve.
Customer Answer
Date: 01/06/2023

Complaint: ********

I am rejecting this response because:
The 2 boxes had each contact breeding in contaminated water/solution.
English translation: every contact had to be trashed since I wasn't going to infect my vision. I even expressed that with customer service.
So, this notion of giving you a count of one or two or 10 to a hundred makes zero sense when this OptiContacts company should know how how to count. The boxes even have the count. I don't pick & choose.
** **** ******* *** ** *** ******* ******** *** * **** **** *** ****** ******* *** ******* **** ***** **** * ******* ******* ** ****** *** ******** ** ***** *** ******* ***** ***** * ******* ******* **** *** ******* ***** **** * ********** ******* **** **** ** ***** *** ***** ** * **** ******* ****** ******* *** ***** ****** ******* ***** ***** ***** *******

**** **** ** ****** ** ** ************ *** **** ** *** ** ** *********** *** ****** ********* I have zero reasons to be dishonest. I spent useless time trying on getting a resolution immediately, but they know the games they played.
****** * **** *********** ****** ******** ******* **** ***** **** ****** ******** ** ** **** *** ************ ** *** ******** ** **** ***** ** ********* **** ********** OPTICONTACTS SIMPLY RENEGGED ON THEIR 30 DAYS WARRANTY.
PLEASE **** *** ***** ****** & STAND BY YOUR COMPANY NAME. And, I CERTAINLY DO NOT NEED A HANDOUT, OPTICONTACTS, I NEED A REPUTABLE COMPANY THAT TREATS CONSUMERS WITH RESPECT & DIGNITY.
SUBMIT MY REFUND SO I COULD GO ELSEWHERE IN PERSON & NOT DEAL WITH BUYERS REMORSE ONLINE.
Sincerely,

*********************************
Customer Answer
Date: 19/06/2023

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

*********************************

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Kits is NOT a BBB Accredited Business.

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Kits is NOT a BBB Accredited Business.