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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:09/26/2023

      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 had a monthly subscription through Waldo for contacts. I never received my August contacts lenses but was charged. I called to complain and was told my contacts were back ordered and I would receive my August subscription with my September contact subscription. I didnt receive my September subscription in September and I was charged also for September. So, I never received either month and was charged for both. I called to ask for a refund and I was hung up on. And when I call back I am out on hold and my call is never answered.

    • Initial Complaint

      Date:09/18/2023

      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.
      Had a free trial. Paused the subscription and it never paused. When I signed in to the account it said next order date is September 7th so I thought it was paused and on September 15th they charged me. And I’ve tried talking to customer service and they are no help. There is some kind of issue with their website because my account should have been paused and I should not have been charged. I don’t like the contacts and don’t want to spend nearly $50 for something that burns my eyes.

    • Initial Complaint

      Date:08/07/2023

      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.
      This company use to be good before Covid. Since then its been nothing but problems. To orders never shipped and charges after I have canceled to rude customer service reps. I have requested my money be refunded and my account be closed several times. They advised its done but send out new contacts and charge my account anyway. Now I am gonna have to go to my bank and have them blocked or get a new card! This company is terrible! Do not get your contacts from them! Go to somewhere like ********

    • Initial Complaint

      Date:07/08/2023

      Type:Product 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 am very upset that even after I called to cancel my subscription, I was STILL billed. I was given two business days (Thurs/Fri June 29-30) to sample one-week's worth of trial contacts before I was automatically billed on Mon, July 3rd. I did not like the contacts at all (felt uncomfortable on my eyes and dried out quickly) and Waldo's customer service was atrocious - the agent I spoke to was rude and condescending to me. Her excuse to me for the billing was "well yes, you canceled your subscription, but you did not specify you wanted to cancel immediately" Ummm...what?? Typically when you cancel something, you expect it to be canceled that moment! Awful customer service and an awful, deceptive practice.5 Days later and Waldo still has not reached back out to me after "escalating the issue." My bank will now be handling this and disputing the charge. This seems to be the only way to handle such a shady company as this.

    • Initial Complaint

      Date:07/02/2023

      Type:Delivery 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.
      Ordered trial lenses that was in the beginning of June never received them Contacted customer service and was told that the lenses were on the way which was fine with me I understood there could be a delay Today is July 2nd and the trial lenses have still not arrived but I was also charged for a 3 month supply in the amount of 120. As of today I still havent received the trial lenses to see if the contacts are suitable for me but now I have been charged for additional lenses I contacted my bank to put a stop payment but since the charges are pending I will have to dispute with the company and after reading the reviews I am pretty sure I will not be getting a refund or the contact lenses I would really like to get my money back and cancel the subscription

    • Initial Complaint

      Date:06/05/2023

      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 charge my card $145.95.This is an unauthorized charge!

    • Initial Complaint

      Date:05/25/2023

      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 was charged for a subscription that I didn't subscribe to and they will not cancel my order.

    • Initial Complaint

      Date:04/22/2023

      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.
      On 04/06/2023, I ordered a starter kit from this company (Order confirmation *******) for $9.95 and it was supposed to be delivered in 12 days from the date it was ordered. To this day, I haven’t received my order and I planned on canceling the subscription so I wouldn’t be charged $130 for the 90 days of lenses because I didn’t want it and only wanted the trial pack to hold me off until I was able to afford more contacts. I tried logging in to cancel my subscription, but my login info was “incorrect” and every time I would try to reset my password, the link for the password wouldn’t work! So now I got charged the $130 and when I went to send out an email, IT WAS A NON WORKING EMAIL!!! I want my money back from this scam of a company! I was desperate to get my contacts ordered renewed because I’m down to my last pair and had I read the reviews for this company, I would’ve NEVER ordered from them! Please help me get my money back!

    • Initial Complaint

      Date:04/06/2023

      Type:Delivery 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 am billed monthly for my contact lenses and I have not gotten a delivery since late last year (2022). I am being told the product is on back order and am asked to wait. Every time I call customer service I am told the order will be dispatched next week. No matter what week I call, ** always advised it will be the next week. I was contacted by a manager who promised they would expedite in order to me to be delivered within four business days. I called on the fifth business day and it had not been sent. **************** has no explanation as to why, and they continue to lie to customers telling them that their orders will be fulfilled the following week while collecting money regularly from customers.

    • Initial Complaint

      Date:03/24/2023

      Type:Product 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.
      1/23/23 Waldo charged my account $154 without permission as I was no longer using their subscription. Contacts were never shipped. I called and was told the contacts were on back order. I asked why I was charged if an item was not shipped and why I was charged if I was not subscribed. They told me that they always charge and then ship contacts when they are available. I said that didnt seem legal to me they assured me that they would be sending contacts to me immediately as they were back in stock now just so happens during my phone call. I never received any contacts. I have contacted them 20 times for a refund. No refund has been issued. I emailed them and they told me that my contacts were shipped to an incorrect address that was never on file for me. I said that that was not my fault and wanted a refund at this point they said they would ship out contacts within 24 hours and a supervisor would call me , it has been 10 days since that happened and no one has called. I called again today and was on hold for 45 minutes. No supervisor ever got on the line. They refuse to refund my money or ship the product and agreed that no product was ever shipped. Do not order from this company they commit fraud, and they will take money out of your bank account without your permission which is theft. Every time I spoke to someone with the company you could tell they were working from home because you could hear a lot in the background. There is no supervisor for you to speak to you. They don't even make their customer service easily available on their website you have to search for it. Hopefully someone shut this company down soon as they are committing illegal practices. This is a horrible business model horrible customer service stay far away from Waldo contacts.

      Customer Answer

      Date: 03/24/2023

      *********

    Waldo is NOT a BBB Accredited Business.

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