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:10/05/2023

  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 recently purchased a six-month supply of contacts from OptiContacts.com. When I received not the bill, but the shipping notice, I discovered that on top of the cost of the lenses and a shipping charge, I was charged a $190.01 processing fee, which was unsubstantiated in any way and increased the cost of my purchase roughly 40%. The shipping charge was not prominently displayed on their website or clearly illuminated during the checkout process. And it was not highlighted in the original bill, only the shipping notice. At best this is misleading and usurious, at worst it's illegal. Not only would I like a full refund, but I would like the business investigated for unfair business practices. Thank you for your assistance in this matter.

  Business Response

  Date: 12/02/2025

  Thank you for reaching out and sharing your concerns. We appreciate the opportunity to clarify the charges associated with your order.

  At ************************, we strive to maintain transparency in our pricing and checkout process. The processing fee applied to your order is not a credit card surcharge but rather a charge associated with the costs of order fulfillment, including packaging, handling, and processing expenses. This fee is disclosed before the final purchase confirmation and is also outlined in our Terms & Conditions and FAQ sections.

  We understand that this charge may not have been as prominently displayed as you expected, and we sincerely apologize for any confusion. Our team continuously reviews our checkout experience to ensure that all fees are as clear as possible before customers complete their purchase. However, all applicable charges, including the processing fee and shipping cost, were presented before finalizing your order.

  We take customer feedback seriously and are always working to enhance transparency in our pricing and ordering process. If you have any further questions or concerns, please feel free to reach out to our support team at *********************************** and we would be happy to assist you.

  Customer Answer

  Date: 12/02/2025

   
  Complaint: 19950536
  
  I am rejecting this response because: it does not cost that much to package or process contact lenses. This is a usurious charge and they know it.  
  
  Sincerely,
  
  ***** *******

  Business Response

  Date: 14/02/2025

  We appreciate the opportunity to address your concerns regarding the processing fee applied to your order on ************************. Your feedback is important to us, and we take transparency, ethical business practices, and compliance with consumer protection laws very seriously.
  At ************************, we are dedicated to offering competitive pricing and value to our customers. The advertised price per box of contact lenses was accurately displayed during the initial checkout process. However, as outlined in our Terms & Conditions and FAQ sections, our website applies a processing fee that covers essential operational costs, including order handling, packaging, and payment processing. This fee is disclosed before the final purchase confirmation, ensuring that customers can review the full cost of their order before making a decision to proceed.
  We understand that this fee may not have been as prominently displayed as you expected, and we sincerely apologize for any confusion. While this charge is a necessary component of our pricing structure, we are continuously evaluating our checkout process to ensure all fees are as clear as possible. Our intention is never to mislead our customers but rather to provide upfront and transparent pricing information.
  Additionally, to demonstrate our commitment to competitive pricing, we offer a Price Match Guarantee. If customers find a lower total cost for their order elsewhere, we encourage them to reach out to us, and we will match that price. This guarantee underscores our dedication to ensuring customers receive the best possible value.
  We regret that our response does not meet your expectations, but as all applicable fees were disclosed prior to purchase, we are unable to issue a refund for the processing fee. If you have any further questions or need additional clarification, we are happy to assist. Please feel free to contact our support team at ********************************************************.
  Thank you for your time, and we appreciate the opportunity to address your concerns.

• Initial Complaint

  Date:21/03/2023

  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 received a pair of defective glasses. I have proof of the defects so I reached out to (Kits) for a refund. They sent me a shipping label after many days. I printed the label provided, and packaged the return. Now they are saying they cannot find my return and are refusing to provide any resolution.

  Business Response

  Date: 21/03/2023

  Thank you for sharing your feedback with us. We apologize for any issues you experienced with your glasses order.
  
  We would like to inform you that we have not yet received the glasses back at our facility. We also received confirmation from **** that the tracking information associated with the prepaid return label we provided for the return has not been used.
  
  Please rest assured that we are not intentionally delaying the process or acting in bad faith. We understand the importance of timely resolutions and are doing everything in our power to address the situation. The matter has been escalated to our managing team, and we have already issued a refund for your order.
  
  Once again, we apologize for any inconvenience caused and appreciate your patience and understanding in this matter. If you have any further concerns or questions, please don't hesitate to reach out to us.

• Initial Complaint

  Date:24/02/2023

  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.

  Was drawn in by an online promo price of ***** and ***** respectively.went to check out . As i was going through the checkout process , the price doubled. see the below conversation with customer service.?? Welcome!C How can we help?from me:Order Issue We'll connect you with the team. One of our agents will be with you shortly.L from *****:Hello. Thank you for contacting us. How may I assist you today?from me:hi. I just finished adding to my cart. I see a quoted price. but as i go through the checkout process, the price changed.. and doubled. can you assist with this , please ?L from *****:The total at checkout will include the cost of the lenses, the shipping fee and the processing fee as well from me:so ****** to ****** is a ********************* change as im checking out ?from me:normal **L from *****:Yes, the processing fee is calculated based on the number of boxes and the promotion applied to them from me:looks like false advertising ... baiting customers in with a promo price and hoping they dont realize the price change as theyre checking out .from me:aaaaand our BBB rating and the amount of customer complaints reflects this as well.from me:your L from *****:I'm sorry to hear that. As the processing fee is based on the number of boxes, it cannot be shown before that from me:and now you have one more BBB complaint for false advertising .L from *****:I will forward the feedback to the ********************* It is true that some stores including ourselves charge a processing fee and that prices will vary depending on the advertisement that you viewed.In ****** it's typical for sellers to have a product price and a separate processing fee. We do advise of the processing fee in our terms and conditions. Whether we have a high box price and no handling or a low box price and high processing, this should not matter as long as our total price is the best. We apologize for the confusion but this is how the pricing structure works on ****** ads.from me:lol . doubling the price is pretty blatant

  Business Response

  Date: 24/02/2023

  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:
  ************************************************
  Thank you for choosing ****************!

  Customer Answer

  Date: 24/02/2023

  
  Complaint: ********
  
  I am rejecting this response because:
  

   

  It does not address the blatant false advertising .

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

• Initial Complaint

  Date:04/01/2023

  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 items from Kits but was unsatisfied with the quality. I returned the items back to them using a return label they provided, after just five days. I have proof from ****** **** that they received their items back, and now they are refusing to honour their 30 day return policy and now have both my money and their product. This is ***** clear and simple!

  Business Response

  Date: 12/02/2025

  Thank you for reaching out and sharing your concerns. We sincerely regret any frustration this situation has caused and would like to clarify the details regarding your return and refund.
  
  

  Upon reviewing your case, we can confirm that you initiated a chargeback through ****** before your return package had even reached us. As a result, we were required to challenge the dispute through ******* resolution process. When we informed you of this, you mentioned that you no longer had access to the ****** account used for the purchase and requested a refund through an alternative method. Unfortunately, we are only able to issue refunds through the original payment method.
  
  

  To assist in resolving the matter, we asked you to provide a different ****** account where we could send the refund. However, we have not received any further communication from you regarding this request. We remain fully willing to process the refund as soon as we receive the necessary ****** details from you.
  
  

  We want to assure you that we uphold our 30-day return policy and have no intention of withholding your refund. Please contact our support team at with an alternative ****** account so we can promptly process your refund.
  
  

  We appreciate your patience and cooperation in resolving this matter.

  Customer Answer

  Date: 13/02/2025

   
  Complaint: 18676619
  
  I am rejecting this response because there is no reason an alternative payment method cannot be used to process the return.  Kits is a scam and provides awful service and garbage products.  
  

  Any customer should beware of using their services and avoid at all cost.  DO NOT do business with them, they are liars. 
  
  Sincerely,
  
  ***** ********

  Business Response

  Date: 14/02/2025

  We understand your frustration and appreciate the opportunity to clarify the situation regarding your refund. When you initially returned your order, we processed the refund directly to your original ****** account, as per our standard refund procedures. We have uploaded a receipt confirming this transaction.
  Following this, you initiated a chargeback through ******. Since the dispute did not proceed, the refund we originally issued remained in your ****** account. However, you later informed us that you no longer had access to that account and requested that we issue the refund to a different card. Unfortunately, we do not have the capability to process refunds to an alternative payment method once a transaction has been completed.
  As a solution, we suggested that you contact ****** directly to regain access to your account or create a new ****** account to retrieve your funds, but you declined these options. Since the refund has already been processed, we are unable to issue a duplicate refund to a different payment method.
  We regret that this resolution is not to your satisfaction, but we have followed standard policies to ensure the refund was successfully processed. If you need further assistance regarding ****** account access, we recommend reaching out to ******* customer support.

  Customer Answer

  Date: 15/02/2025

   
  Complaint: 18676619
  
  I am rejecting this response because, ****** never forwarded me the alleged refund that Kits Eyewear say they made, and since ****** closed my account, the refund ********************** made would have been returned as unable to be credited to the account holder, which is myself.  I told Kits I would attempt to open a new ****** account, but ********************** customer service indicated that since the ****** account number would be different, that they would be unable to process the payment.  Im not entirely sure what Kits is saying now, as they are unclear which is very shady, but if they are willing to make a clear commitment to refund my money to a new ****** account, they need to state so, otherwise it would be a waste of my time to open a new account if they wont process the refund???

  Therefore Kits has my money, and the eyewear that they received back for a refund within the time they claim to allow a customer to try their garbage service and product.   Keeping both my money and their product is Fraud, and a SCAM. 
  
  Sincerely,
  
  ***** ********

  Business Response

  Date: 25/02/2025

  Were sorry for the frustration this situation has caused. After reviewing your case, we can confirm that the original refund was issued to the ****** account you provided at the time of purchase. Since that account is now closed, ****** typically returns the funds to the sender.
  As a one-time courtesy, we are willing to issue an additional refund if you can provide us with a new, active ****** account to process the transaction. Please contact our customer service team at ********************************** with the updated ****** account details, and we will proceed promptly.
  Thank you for your understanding, and we hope to resolve this for you quickly.

  Customer Answer

  Date: 25/02/2025

   
  Complaint: 18676619
  
  I am rejecting this response because the business is a scam and never refunded my money after they received their product back.  Do NOT do business with Kits unless you want to be disappointed.  
  

  Not only have they lost a customer for life, but I will tell everyone about my experience so that they cant scam anyone else.  
  
  Sincerely,
  
  ***** ********

• Initial Complaint

  Date:20/12/2022

  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.

  This company advertised their contacts for $23.00 a box. You go to the site, fill out all of your information including your prescription, only to find out on the billing page that there is a $55 "Insurance and processing fee"
  There was no notice that this huge fee was going to be added in the end.
  I am including screen shots of the entire process which shows they never mentioned this fee.

  Business Response

  Date: 12/02/2025

  Thank you for bringing your concerns to our attention. We appreciate the opportunity to clarify the processing fee associated with purchases on our website, ************************. Customer feedback is incredibly important to us, and we strive to ensure that our pricing and policies are transparent, ethical, and fully compliant with consumer protection laws.
  
  

  At ************************, we are committed to offering competitive prices while maintaining the highest level of service. The advertised price per box is accurately displayed during the initial stages of checkout. In addition, our website applies a processing fee, which is disclosed before the final purchase is completed. This information is also available in our Terms & Conditions and FAQ sections. The processing fee is not a credit card surcharge but is intended to cover various operational costs, including order handling, packaging, and payment processing.
  
  

  We understand that the presence of this fee may cause some confusion, and we continuously evaluate ways to improve the clarity of our pricing structure. However, it is never our intention to mislead customers. We ensure that all applicable fees are disclosed before the order is finalized, allowing customers to review the total cost before completing their purchase. Please note that this processing fee is a standard charge applied to all orders and cannot be waived.
  
  

  To further demonstrate our commitment to competitive pricing, we offer a Price Match Guarantee. If customers find a lower total cost for their order on another website, we encourage them to contact us, and we will match that price. This reflects our dedication to providing the best value while maintaining fair and transparent pricing practices.
  
  

  We sincerely apologize for any confusion or inconvenience this may have caused. We value your trust and remain committed to improving our processes to better serve our customers. If you have any further questions or need additional clarification, we are happy to assist.

  Customer Answer

  Date: 22/02/2025

   
  Complaint: 18606912
  
  I am rejecting this response because:

  This"processing fee" is double the cost of the contacts. It should be included in the initial price and not added on at checkout. These companies do this so you get worn down when you are shopping for the best price. They make you think you're getting a good deal, make you go through a bunch of pages until checkout when you realized they have doubled the price.

  These companies are nothing b ut bait and switch artists. Do not buy from a company that uses pricing tactics as underhanded as these.

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

  Business Response

  Date: 25/02/2025

  Thank you for sharing your concerns with us. We understand how frustrating this situation has been for you, and we truly value your feedback. Our goal is always to ensure transparency and to address any confusion our customers may experience.
  We sincerely regret that the processing fee structure has caused dissatisfaction. While the processing fee is not included in the advertised price, we do disclose it before the final purchase stage, in compliance with consumer protection laws. This approach is intended to provide customers with the opportunity to review the complete cost prior to completing their order.
  That said, we hear your frustration and take your feedback seriously. We are committed to continually improving our processes, including exploring ways to make our pricing structure even clearer earlier in the shopping experience.
  If youd like to proceed, we also want to remind you of our Price Match Guarantee. If you find a lower total cost, we are more than happy to match it to ensure you feel confident in choosing us. Please let us know if we can assist you further.
  Thank you for bringing this to our attention and giving us the opportunity to address your concerns.

• Initial Complaint

  Date:14/12/2022

  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 have purchased few items online from kits.ca on nov 8, 2022 for the amount of $560.59 my order number is ******** actually this is my first and last time ordering stuff from kits very unprofessional and scammer company so what happened is returned my order they have send me prepaid ****** **** label i ship all my items back to them using the prepaid label given by kits the shipment was delivered with the return tracking no **************** back to them on Nov 28 , 2022 after waiting for more then a week i contacted them regarding my refund that where is my refund they gave me fake promises that refund will be there by the end of the day and then refund wasnt there still i also waiting additiona two days just in case but no refund was sent on my return everytime i contact support they are very rude and unresponsive specially **** *. i need my money back asap

  Business Response

  Date: 15/12/2022

  We apologize for any inconvenience you may have experienced with your recent order from kits.ca. We take customer satisfaction very seriously, and we are sorry that you were not satisfied with your experience.
  We are looking into your situation, and we will do our best to resolve the issue as quickly as possible. We will be in touch with you soon to provide an update on the status of your refund.
  Once again, we apologize for any inconvenience and we appreciate your patience. Thank you for bringing this matter to our attention.

  Customer Answer

  Date: 19/12/2022

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business they have refunded me for my return in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  ****** *** ********

• Initial Complaint

  Date:05/10/2022

  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.

  OptiContacts has extremely misleading online ads which imply a significant reduction in price. However, when you click on the ad, place contacts in your basket, and attempt to pay for them at the discounted price, one of two things happens:
  (1) the price is automatically changed to a higher price or an error message comes up. Upon calling the company, you are told the discounted purchase price is for first time buyers only. This fact is NOT disclosed anywhere in the buying process and the terms and conditions are not listed anywhere during the purchase process.
  (2) you can buy "two or more" boxes of contacts and pay an exorbitant shipping and insurance fee well above a reasonable price for either. * ********** *** ****** ****** *** ******** ** **** ************ ******** **** **** *** **** ************ ** *** ******* ****** *** ***** ** ********* ******* ********* ** ** *** ****** **** ***** ** *** ***** Consumers now only find out the actual price AFTER they have attempted to buy the item and, in OptiContacts case, are told online "There is a problem with your order." This **** ******* **** can be immediately rectified by every contact seller prominently stating "THIS OFFER IS FOR FIRST TIME BUYERS ONLY" on their website *** *** ****** ** **** *** ********** *********** in fine print in their Terms and Conditions.
  
  ************* *** ******** ******* ******* *** ************ **** *** ** ******** *** **** ** *** **** ********** ** *** *** *** ******** ******* ******** * *** ** **** *** *********** ******* * ****** ******. When I asked the name of the customer service rep I was speaking to so I could send the legal papers to her since she didn't want to give the CFO's name, she immediately forgot her OWN name and refused to tell me. **** ******* ** ***** ** **** *** ************* ****** **** **** *** ** ** **** ** *****

  Business Response

  Date: 12/10/2022

  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: 
  ************************************************
  
  

  Customer Answer

  Date: 13/10/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response ******* *** *********** **** *** ******* ** ********* ***********  They certainly can list the advertised price is for NEW CUSTOMERS ONLY.  This has nothing to do with putting the items in the basket.  Also, they can state that more than two boxes will charge a processing fee separate from the shipping fee.  **** *** ******* **********  ** **** ** *** ****** ***** ****** *** *** ******* ****** ************ * ** ****** * ****** ********* **** *** ** ******* ***** ********** *** *** ** ******* ************** ********** *** ***** ************  ** ***** ****** **** *** ***** ****** ****** ******** ******** ** *** ******* ***  *** *** **** *** ****** ** **** ******
  
  
  
  Sincerely,
  
  
  
  ******* ******