Complaints

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

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  Waldo

  1495 Dennison Cir Carlisle, PA 17015-7678

• 

  Waldo

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

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:03/21/2023

  Type:Product Issues
  Status:

  UnansweredMore 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.

  For the second time I have been charged with for a product that is not available. I was charged $50 and was sent a confirmation email that my contacts were on the way. It has been 2 weeks and nothing! The last time this happened i was told i would receive an $18 credit and did NOT. Also i received an email stating that my contacts were not in stock and that it is actually on backorder. I will be disputing the charges with my bank and will be closing my account immediately. This company is truly showing its colors and the emails full of lies is great evidence for it. WHY ARE CUSTOMERS CONSTANTLY BEING CHARGED FOR PRODUCTS THAT THE COMPANY DOES NOT HAVE???? Huge lack of communication on the companies end and they should be ashamed. They are more concerned about receiving their profit than servicing their customers. The company has lots of profit for products not shipped. Absolutely unreliable!

• Initial Complaint

  Date:02/24/2023

  Type:Billing Issues
  Status:

  UnansweredMore 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 was charged $50 on my account for presumably a one month subscription and yet I swear I cancelled my subscription before this! I tried logging into my account and no passwords I tried worked. I tried to reset the password but the emails I get from Waldo have broken reset links! This feels highly suspicious and I have no way of cancelling this subscription for good because I cant even log in. I dont want anymore charges!!

• Initial Complaint

  Date:02/23/2023

  Type:Order Issues
  Status:

  UnansweredMore 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 September 27, 2022, I paid Waldo Contacts $228.00 for 6 months worth of contacts. I did not receive this order for two months following them taking my money. When the order did come in, they sent me 6 months of the wrong prescription for one my eyes. After another call to Waldo customer service, I was told that they would send me the correct prescription and ask that I send back the wrong prescription-that's fine. When the "correct" order came in, it was only 3 months of contacts-not 6. I do not trust this company to get me what I have paid for and advised that I would happily mail back the 6 months of the wrong prescription back when the correct order was received in full. I was advised they would not send them until I sent the wrong prescription back. I have them all packaged and boxed with a shipping label, ready to go. I'm literally just waiting for my actual order that I paid MY hard earned money for to come in.

• Initial Complaint

  Date:01/18/2023

  Type:Product Issues
  Status:

  UnansweredMore 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 been ordering contacts from Waldo since September 2021, set up on a six month service. This week, (January 2023) we traveled out of state so of course I took a box of contacts I received from Waldo with me. I opened the box of contacts this morning and put a pair on, only to see no difference in my vision. (My prescription is -6.50) I panicked a bit but thought maybe it was a fluke, so tried another pair. No change in my vision. I tried a third pair, in fear something was wrong with my vision. After experiencing the same issue with the third pair, I looked at the box to see what could be the problem . On the side of the box I saw the contact power was +2.50, which is nearly the opposite of my prescription. My prescription is very strong and without glasses or contacts I am only able to see shadows. I also become nauseous when I cannot see. This severe error created an extreme inconvenience for me as I was across the country on a Sunday with no vision. I have had to spend all day, traveling hours with my husband to find a contact lens provider that had my prescription in stock and had to also find a doctor to obtain an updated prescription because contact lens prescriptions are brand specific. I know there is a huge liability to provide a patient with contact lenses that they do not have a prescription for and I am extremely disappointed this error occurred. I'd appreciate Waldo doing their part to take ownership of this error and make this right, I am requesting a refund of the last two orders I have placed and I'd also like to cancel my subscription.

• Initial Complaint

  Date:01/17/2023

  Type:Product Issues
  Status:

  UnansweredMore 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 signed up for a free trial and a few days after the contacts got delivered I noticed they were drying out my eyes, increased my sensitivity and were just not right for my vision so I called to cancel my membership to avoid being charged later for the reocurring subscriprtion but no response. I tried contacting them by phone just a few days after the trial was delivered and then again the same day my account was charged $140 but again NO RESPONSE!! I finally got in touch with the customer service team today and the rep I spoke too was incredibly rude and didnt want to issue me a refund even after they saw that I had called previously trying to cancel and that I left a voice message. This company makes it super hard to cancel your subscirprion and even after contacting them numerous times ,they still attempted to debit my card twice . This is an unethical company that doesnt respect its customers and their needs so I demand a full refund of $140 to my card (ending in ****) as this is pure fraud!

• Initial Complaint

  Date:01/12/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  In late December I signed up for a free trial from a ******** ad for a Waldo. I never have received anything from them although their customer service said that a package was delivered. I was charged $144 for a subscription for Contacts I called their customer service they said to wait a few days for the package. I waited two weeks and called them back to tell them I did not receive anything and I wanted my $144 back Because I bought contacts elsewhere. The CS rep. Told me that they don’t normally give refunds so I asked to speak to a manager and she said that they are not working at the time and that they would call me back. She then offered me a partial refund of 29.99. I said no I want all of my money back I am awaiting that phone call…. I just want my $144 credited back because I have not received anything from them.!

• Initial Complaint

  Date:01/05/2023

  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.

  I have emailed, I have sent multiple text messages and have had ZERO response. I was charged back on November 12th for my subscription but was not sent my contacts. When I call, even before 5pm EST I am getting your office hours notification. I need this resolved ASAP! My account email address is *****************

• Initial Complaint

  Date:12/28/2022

  Type:Customer Service Issues
  Status:

  UnansweredMore 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 contacts from Waldo over a month ago and never received them. They were quick to take money from my account and pay themselves however. Their website provides no tracking and no order confirmation for this order or any previous orders from them. I have emailed them, texted them, ******** messaged them, and also tried to call them dozens of times all to no avail resulting in no response. I cannot cancel my subscription without calling them so not only do I have an unfilled order, I cannot cancel future orders. Extremely frustrating

• Initial Complaint

  Date:12/17/2022

  Type:Product Issues
  Status:

  UnansweredMore 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 November 22 2022 I ordered lenses and still have not received them. Emails went unanswered, text went unanswered, I did get a hold of a customer support person and they promised me they are being shipped and that he would send me an email with tracking number which I never received. I tried cancelling my subscription for refund but it requires calling them which they are closed on the weekend. Very frustrating, I feel like they took my money and ran

• Initial Complaint

  Date:12/16/2022

  Type:Product Issues
  Status:

  UnansweredMore 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 Waldo starter kit to try their contacts on September 2021. Unfortunately, the contacts did not work for me and irritated my eyes. Since then, I have canceled yet have continued to be charged WITHOUT my authorization on 6 different occasions (Sept 2021, Nov 2021, Jan 2022, April 2022, July 2022, Oct 2022) for a monthly supply of contacts. And every time, I have contacted customer service again asking why I am continuing to be charged for a subscription I never authorized.I am still waiting for a refund and a return slip for the 5 boxes of NEW Waldo contacts I never authorized. The most recent subscription (October 2022) was never delivered to my apartment- and I've had at least 10 conversations with customer service (over email, phone, text) where responses come back anywhere from 3 days to 2 weeks later to not at all. Every customer service person has simply sent over a link showing that it has been delivered. Except it was never delivered to my apartment.Waldo is a scam. Refund my money- for all 6 unauthorized subscription boxes, you mailed me.