We use cookies to give users the best content and online experience. By clicking “Accept All Cookies”, you agree to allow us to use all cookies. Visit our Privacy Policy to learn more.

Manage Cookies
Resources for Businesses My BBB
Share
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

Find a Location

Waldo has 2 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

    Please enter a valid location.

    • 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:11/28/2022

      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 called Waldo several times in mid-October to figure out why my contacts were not shipping. Turns out the contacts were out of stock and they didnt notify me. I was told they would ship that weekend, which they didnt. I then called the following week to cancel my subscription with Waldo and for a refund for the month of October, which I never received. I received a confirmation email on October 25th from Waldo saying I am sorry to hear that you want to leave WALDO. I have gone ahead and canceled your subscription and you will not incur further charges.I was then charged again for a larger amount than my normal subscription ($144 instead of the normal $42) on November 5th. The contacts never shipped and I called and asked that they refund me and stop the shipment. They again didnt do ANYTHING. They emailed me on Nov. 16th I completely understand your frustration. I have refunded you for your last order(s) that were not sent and I have canceled your subscription. They never did that. The contacts shipped. I asked them to refund me and they never did. I now need to get a shipping label and send the contacts back to get my money back. They have not sent me a shipping label yet and its been almost 2 whole weeks since I requested that they do. Absolutely pathetic business.

    • Initial Complaint

      Date:11/22/2022

      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 $154 for auto shipment of my subscription on 10/30. I waited for shipping confirmation and got nothing so I emailed. No response. I emailed, texted, ********* messaged. I got no response until 3 weeks later I threatened to dispute the charge. Then suddenly I got shipping confirmation (still no response to my questions). However now almost a month after the charge they still have not shown up. I cancelled the subscription but it does not let you remove your card or close the account which makes me think there will be further issues with this company.

    • Initial Complaint

      Date:11/21/2022

      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 have a quarterly contact lenses subscription with Waldo. Up until July. 2022, I had no issues receiving my orders. On Sept. 9th and Nov. 9th $120 was withdrawn from ****** through my ****** account for 90 days each. To date, I have not received my contacts or a refund of any kind. I am now owed $240. I have reached out to the company twice via emailing to their customer service only to receive duplicate, lengthy responses about supply issues that are expected to be resolved by Oct. 14th 2022. It is now Nov. 20th, 2022. I have deleted the funding source, so I will not be out additional funds come Feb. 9th, 2023. I wish to receive either a full refund of $240 or the 6 month supply I have been waiting for and already paid for in good faith. Thank you for your help.

    • Initial Complaint

      Date:11/20/2022

      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.
      I originally purchased a small set of contacts to try out on 2/7/2022. This set was delivered to an address I had moved from only a matter of weeks after the fact. I had moved to this different address under the assumption I would only be billed for future purchases if I chose to make them, upon looking through my account I found an order dated 5/26/2022 which I never ordered in the first place and attempted to cancel and dispute. I was denied a refund despite having never received, nor wishing to order said product in the first place. I have since been billed another two times and would appreciate a refund for the last three orders I never received or signed for along with a cancellation of the apparent quarterly subscription going forward. I had previously called in but apparently my account status did not change in that regard, I would have no issue with my account being closed as well, as I never had any intention of purchasing anything from this business after my initial order and never authorized anything beyond that.

    • Initial Complaint

      Date:11/14/2022

      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 contacts they are NOT in stock. There was ZERO communication that I would be charged and not receive a product. My emails and calls have not been answered. If my contacts are not in my hands on Wednesday, I will be disputing with my bank as a fraudulent charge. This is taking someone's money under false pretenses. The company ABSOLUTLY knew that they do not have the products that they are charging us for. Very unprofessional!

    • Initial Complaint

      Date:11/11/2022

      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 ordered my contacts from this company on November 1 but never received a confirmation email or a tracking number. I did get charged on my card and it shows on my account that I did order the contacts. I have reached out to this company via every platform they provide and have received no response on how to track my order. I did some additional research and found that there are many other people who have ordered their contacts months ago and never received their contacts nor a refund. It should be illegal to charge people for an item that is a necessity for most who use them knowing that the customer will not receive the item until it is far too late. I do not have glasses and do not have an insurance company who will cover the cost of glasses, and I am running out of contacts. I want my money back or I want them to send me what I paid them for.

    • Initial Complaint

      Date:11/11/2022

      Type:Order 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 purchase contacts for my son and they still haven’t come in over almost a month. Their website is never interactive correctly. They send an email to reset my password that the hyperlink goes no where. My son is at the end of his contact box. If I can’t get them by Friday he basically can’t see. This is totally unacceptable. I will never use this company again!

    • Initial Complaint

      Date:10/28/2022

      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.
      Was charged $120 for my Quarterly subscription for daily contact lenses on 10/04/2022 and now, 10/28/2022 I still do not have my products. I've spoken with customer care to find out the status and for two weeks the product is going to "ship out tomorrow" or "process soon". It varies. Then today I can an email my account is credited $2,000.00 and the link leads to a 404 Error page. Tried to cancel and the online option is unavailable, so now you have to call the number listed and hope a person picks up (customer service picks up about 2 of every 10 calls I've attempted). Judging from the online community, I'm one of hundreds facing this issue. So now I am being charged for no product that I need to have basic vision, and I can't cancel?

    • Initial Complaint

      Date:10/27/2022

      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.
      Let Me begin by saying that I previously had NO problems with Waldo but recently I have had repeated problems and contacted them in MULTIPLE ways and NO response from them in 2 months. They have a few ways to contact them with the "best" method being text *************). So I tried that first on Aug 25th (Thurs @8:54am) and got NO response to this day (Oct 27). So after a few weeks I tried to call and seeing as it was after hours I didn't get anyone and emailed on Sept 1, 2022 and still haven't received a response from that email. I called 3 other times and finally got a support person and told them that I couldn't update payment since I had an expired card. They said it was a global problem and would call me back when it was resolved. No call back. So I made a new account with another email. Got the trial pair just fine and then they charged me $154 for the subscription (price was fine because it was 6 months of contacts), but that charge was on Oct. 3 and I never got the lenses. I called 2 more times on Oct 12 and Oct 18th every time they apologize and say they will call with an update and never do. I'm disputing the charge but hopefully they will get it together as it is Oct 27 and I still don't have a confirmation and they still have my money.

    • Initial Complaint

      Date:10/26/2022

      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.
      Hello, On Oct 5th, I placed a trial offer order from. Waldo contacts for $11.95, I have still never received the sample. Then on Oct 22nd, they charged me, $154, for a order I never placed. I've attempted to call, email, text and contact via social media. But no one has responded. I have now disputed the charges with my bank but no one should do business with this company.

    Waldo is NOT a BBB Accredited Business.

    To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

    Why choose a BBB Accredited Business?

    BBB Business Profiles may not be reproduced for sales or promotional purposes.

    BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

    When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

    BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

    As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.