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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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:09/14/2022

      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.
      Waldo charged me $42 for a shipment of contacts on August 8, 2022. I never received the shipment. I contacted Waldo via text message (per their recommendation on their website) on August 24, 2022 requesting information about the shipment including a tracking number and received no response. I sent 3 separate messages that all have gone unanswered. On August 25th, I emailed customer service. I got no response to my email until September 6th. I was told by a customer care agent named “ Sindi Z*****" that one of my prescriptions had been out of stock at the time that I was initially charged. The email stated that the items were back in stock and that I could expect to see the shipment in 2-3 days. I was also supposed to be given a $20 credit to my next order. That same day, I was again charged $42 for a shipment of contacts. I immediately replied to the email that I received from Waldo and asked if I would be receiving BOTH shipments of contacts that I have paid for, but not received. This was 8 days ago and the email has gone I answered. I also have not received either shipment of my contacts. Im addition, I was charged the full amount after having been told that I would receive a $20 credit. On September 12, I contacted Waldo customer service via email for the third time to inquire about my contacts and havent received a response. Calling them on the phone is also useless. Their website directs you to their text line or email ahead of placing actual phone calls. I have tried calling them and have yet to get anyone on the line.

    • Initial Complaint

      Date:08/20/2022

      Type:Service or Repair 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 contacted Waldo Contacts to pause my subscription in May or June. I was having a lot of charges to my bank account and getting copious amounts of contacts sent to me. I paused the subscription and is supposed to be paused until October. However, I have received multiple orders that I have not approved. Another order went out on 08/19/2022 without my consent and another $120 was charged to my account and apparently ANOTHER order is due to be charged on 09/16/2022?! I am unable to call them on a weekend and they have not yet responses to my emails (I did send them this morning). I want a full refund, I do not want the contacts that were just order on my behalf, and would like to speak to someone regarding this issue. I cannot understand why a paused account is continuing to charge me and send me a product that I have requested to not receive.

      Customer Answer

      Date: 08/23/2022

      Thank you very much for your prompt response to my complaint. Waldo has contacted me and let me know that I will be receiving a full refund and they were apologetic and explained the error at length. I am very happy with the outcome of this process and I appreciate the assistance in resolving the matter. 

    • Initial Complaint

      Date:08/06/2022

      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.
      Over a week and a half ago I tried the Waldo contact lenses. Today I was charged $120 by the company with no information that I was going to be charged $120. Trying to contact this company is very difficult. I got a little bit of contact lenses and was charged already for this transaction and now Im being charged again $120. I want a full refund of $120 right now. Reading the other BBB reviews and the response by the company is unsettling. Rarely were any of these complaints resolved and mostly theyre unwilling to give refunds. I want a full refund or I will be taking this to the small claims court.

    Waldo is NOT a BBB Accredited Business.

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