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Business Profile

Online Retailer

Waldo

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Online Retailer.

Complaints

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

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Waldo has 2 locations, listed below.

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    • Waldo

      1495 Dennison Cir Carlisle, PA 17015-7678

    • Waldo

      455 W 37th St Apt 604 New York, NY 10018-4091

    Customer Complaints Summary

    • 73 total complaints in the last 3 years.
    • 2 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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:01/03/2024

      Type:Service or Repair Issues
      Status:
      Unanswered
      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.
      Waldo took the money out of my account for my monthly order over a month ago, and I still have not received my order. I continue to call them and their line says that they’re closed for team meeting. I also sent a text with a reply that there is no one able to help me. They took my money and still have not sent my contacts. This happens almost monthly with them and I’m getting ready to cancel my subscription.

    • Initial Complaint

      Date:12/31/2023

      Type:Delivery Issues
      Status:
      Resolved
      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.
      Offer a trial pair for only paying shipping cost. Trial pair was ordered Atleast 2 months ago and they never came. It also signed me up to the subscription and constantly charges my card but I’ve never got any contacts - not the trial pair nor the actual order I paid for. They have text as an option to reach customer service but they don’t respond to texts, emails or phone calls. They keep charging me but I’m getting charged for Nothing and can’t even get a hold of anyone for a refund, canceled subscription or ANY SORT of help. I can’t believe the horrible service. How does this company survive with this kind of service,

      Customer Answer

      Date: 01/01/2024

      Hi. I also wanted to let you know the automatic response when u try to contact Waldo via text.

      This is the ONLY response that is automated but still not a excuse to ignore buyers, continue charging them, not canceling subscriptions and not sending products we have paid for from months ago.

      text response from WALDO; Thank you for reaching out, *****. At this time we are unable to respond due to unexpected circumstances that have had a significant impact on the team. I know that this is frustrating and we are working to return to providing the products and service that you love. Please bear with us, we expect to be back to normal by January 1st, 2024.

      Customer Answer

      Date: 01/01/2024

      Hi. I also wanted to let you know the automatic response when u try to contact Waldo via text.

      This is the ONLY response that is automated but still not a excuse to ignore buyers, continue charging them, not canceling subscriptions and not sending products we have paid for from months ago.

      text response from WALDO; Thank you for reaching out, *****. At this time we are unable to respond due to unexpected circumstances that have had a significant impact on the team. I know that this is frustrating and we are working to return to providing the products and service that you love. Please bear with us, we expect to be back to normal by January 1st, 2024.

      Customer Answer

      Date: 01/01/2024

      In addition to my last updated message I sent. It states they will be back to normal on January 1st. Today IS January first and the automated response is still the same. I guess this IS their normal to have horrible customer service and lie.

    • Initial Complaint

      Date:12/17/2023

      Type:Sales and Advertising Issues
      Status:
      Unanswered
      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 had a subscription with the contact lens company, Waldo, since 2020. Starting in September of 2023 I was charged monthly for my contacts, but never received the product. I have texted, emailed, reached out on social media and called numbers that I have found online with no response. I attempted making a bulk purchase from them thinking that might possibly remedy the issue - and ended up being charged another $90 (totaling my loss to $300) with zero product received or response to any attempted contact with the company.

    • Initial Complaint

      Date:12/15/2023

      Type:Service or Repair Issues
      Status:
      Unanswered
      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 Friday October 20th 2023 I ordered $276 worth of contact lenses. My order still shows as processing and I have called multiple times, emailed, text, sent a messages via Instagram and no response. I need to cancel my subscription. No one is responding.

    • Initial Complaint

      Date:12/11/2023

      Type:Service or Repair Issues
      Status:
      Unanswered
      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 an ongoing contact lens subscription with Waldo. The past year has been nothing but issues. My debit card was charged for my monthly subscription but I have not received my lenses. Ive called every day for 10 days. Emailed, texted, even left messages on Waldos social media business account. I have no idea if they are out of business or not. I have been charged for the product but have not received it.

    • Initial Complaint

      Date:12/10/2023

      Type:Billing Issues
      Status:
      Unanswered
      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 continued to debit my account for $50 a month since September for my contact lense subscription without supplying me with the contacts. I have made multiple attempts in contacting them through email, phone, and text without any answer.

    • Initial Complaint

      Date:12/08/2023

      Type:Billing Issues
      Status:
      Unanswered
      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 been a customer with Waldo contacts for a few years. There were 3 incidences of them sending me the wrong prescription. Twice they corrected this issue. However, I cancelled my 6 month subscription because I wanted to try a different company. I cancelled online and through their text help portal. ( they prefer text). This was in April of 2023. I started receiving calls from a credit card company in November of this year saying I had a past due balance. This card account had been closed, so I was confused. The charge was from Waldo contacts placed in September of 2023. I did not receive contacts in the month of September, October or November. I had to pay a late fee to the credit card company and now a $260 balance. I contacted Waldo through email, text and portal, with no response. I was able to get ahold of the office the week of Thanksgiving. Someone in customer service apologized, said that the product was not sent due to back ordering ( that was not communicated), she closed my account and said that my money would be refunded back to the credit card within 10-14 days. She also said my initial closure of account did not take. It has now been 3 weeks and I have not been refunded. I have been calling/texting and emailing daily. No response to emails or text. The office voicemail states the are out for a business meeting. This has been on the voicemail for 3 days. I am stuck paying a bill for no product and no resolution.

    • Initial Complaint

      Date:12/07/2023

      Type:Sales and Advertising Issues
      Status:
      Resolved
      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 been trying to reach customer service for months to cancel my subscription after I wasnt happy with my trial. And now I'm super ****** because they forced a charge on a deactivated debit card (just had a new one reissued two weeks ago for separate unrelated incident), after I have attempted multiple times across multiple months to call and cancel my subscription. They charged me $144 after I have asked time and time again not too. Whenever I call the number, I don't ever reach anyone after leaving message after message. I have tried texting to get support, and reached out via both social media platforms.

    • Initial Complaint

      Date:11/27/2023

      Type:Service or Repair Issues
      Status:
      Unanswered
      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 was charged twice Sept 29 2023 for $120.00 and Oct 30 2023 for $154.00. Both orders are still processing. Getting ahold of customer service is terrible. Unable to get it resolved. I would like a refund and both orders canceled since they've been processing for a month or more.

    • Initial Complaint

      Date:10/17/2023

      Type:Customer Service Issues
      Status:
      Unanswered
      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.
      Waldo contacts skirts very thinly the line between plain terrible business practices and scam. After a couple years of getting contacts, all of the sudden these "monthly" contacts were not coming monthly. I was charged, and instead of receiving my contacts within 4-5 days, they were always "in process". Waldo will not proactively contact you, but you have to email them, and when they get around to responding, you MAY have them soon. The last straw, was on Sept 19th I was debited $42 dollars. As of the date of this writing 10/17/2023 I still have zero contacts but was charged AGAIN! This is AFTER an email confirmation that they canceled my subscription.

    Waldo is NOT a BBB Accredited Business.

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