Complaints

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:05/25/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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.

  ******* markets 24/7 service coverage. Unable to communicate with company after 8pm. States try again at 5am. Attempted to contact related to company stating my contacts would be immediately shipped after confirmation of prescription. Later company emailed stating it would take 8 weeks. When I paid for the contacts this was not stated.

  

  Business Response

  Date: 05/30/2024

  Hi ******,

  Customer service is our top priority so we appreciate you taking the time to let us know about your frustrations with contacting us. 

  It appears that the brand of lenses you wear are custom lenses and are made to order. The general time frame is 4-6 weeks but can certainly be quicker. To get you lenses to you a little quicker, we've gone ahead and upgraded your shipping to next business day. This will ensure they ship to you immediately upon arrival to our Distribution Center. 

  Please feel free to reach out by phone ************** if we can help with anything additional. We're here 24/7 to assist. 

  Best,

  1-800 Contacts

• Initial Complaint

  Date:05/18/2024

  Type:Sales and Advertising 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.

  Order number : ********** 5/15/2024 ******************** False deceptive practices;Your happiness, backed by our Gajillion Percent Promise. Promised on a recorded call i would be refunded as a courtesy instead of resending them. Call was recorded. I simply want a refund and I'm happy to never shop here again, never publish a negative review of my personal experience and close my claim. I had issue with the contacts. With the contacts i ordered not being inside the box,Ive never order contacts to this location, this email etc. And i had already been promised a refund and would appreciate if the refund was honored. If you guys truly value custoemr service you guys would honor my refund and I'm happy to remove this claim after and never order from here again. But this is UNFAIR.The ************************ (FTC) has a rule that protects consumers from unordered merchandise or undelivered items. This rule applies to most items ordered online, by phone, or by mail. If a consumer has a complaint about an online purchase, they can try to resolve it by contacting the seller or website first. If that doesn't work, they can file a complaint with their state's consumer protection office. In **********, retailers must clearly post their refund policy unless they offer a full cash refund, exchange, or store credit within seven days of the purchase date. If a retailer doesn't comply with this law, consumers can return the item with proof of purchase for a full refund within 30 days. I simply want my refund :( you guys are stressing me out.

• Initial Complaint

  Date:04/17/2024

  Type:Service or Repair 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 purchased from 1800 Contacts many times. Their marketing suggested I try a new type of daily contacts. I tried them for two days and experienced eye irritation and a headache. The quality was not as described - they were not comparable to the brand I had been using. I contacted customer service to let them know and reorder the more expensive brand. They told me they would be charging me for the days I tried to use the brand that irritated my eyes. I think a full refund should be given since I experienced quality issues with their suggested brand.

  

  Business Response

  Date: 04/22/2024

  Hi *****,
  
  We're so sorry for the frustration with the Aquasoft lenses and the return process! Based on your current prescription, the Doctor did recommend the Aquasoft brand- we apologize they didnt work out for you. As a reminder, we do have our 100% guarantee so youre never stuck with lenses you cant use! Typically we credit the unused lenses youre sending back (not the lenses used) but we're more than happy to refund that additional $2.59 back to you this time for the trouble. Youll see that posted within 3-10 business days, depending on your banks time frames.

  
  We hope youll keep us in mind when youre ready to order next, were here 24/7 to help and look forward to hearing from you *****!

  Best, 

  1800 Contacts

  Customer Answer

  Date: 04/22/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:04/08/2024

  Type:Product Issues
  Status:

  AnsweredMore 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.

  Contacts are breaking mutiple in a row in the same pack.

  

  Business Response

  Date: 04/22/2024

  Hi *******,

  Customer service is our top priority so we appreciate you letting us know about the damaged lenses.

  We're confirming that we sent 8 replacement lenses for those that were damaged. As always, our lenses are back by our 100% guarantee so please reach out to our customer department if there is anything that we can help with going forward. 

  Best,

  1-800 Legal

• Initial Complaint

  Date:04/01/2024

  Type:Delivery Issues
  Status:

  AnsweredMore 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.

  Dear BBB Mountain West Representative,I am a long-time customer, number ********. I hesitate to use an outside system to submit a complaint, but am at a loss as to the bizarre order cancellation and sudden demonstration of lack of service, hence this complaint.The latest order was placed on Thu 03/07. 2 weeks later, on M 03/25, ***** CONTACTS suddenly advises via e-mail that that order is cancelled. Unlike great customer service demonstrated in the past, no reason is provided in that advisement. I followed-up and requested for a reason, at the very least to see what needs to be remediated, if anything, before placing another order, as that e-mail asked.There is still no reply. Instead, the merchant just sent another similarly worded e-mail telling me to give the order another shot. Why would any customer, not knowing what reason caused an order to be cancelled, place another?!?Please submit this complaint to the merchant.Thank you.Best regards,******** ----- Original Message ----- From: "********" <**************************>To: <*******************************>Sent: Wednesday, March 27, 2024 07:15 Subject: Follow-up: ***** CONTACTS - Cust ******** - Order ********** - Cxl reason req Dear ***** CONTACTS Representative,Another business day has gone by. ***** CONTACTS has still not advised the reason for the sudden order cancellation. Please advise.Best regards,******** ----- Original Message -----From: "********" <**************************>To: <*******************************>Sent: Monday, March 25, 2024 18:50 Subject: ***** CONTACTS - Cust ******** - Order ********** - Cxl reason req The order was placed on Thu 03/07. Today, 2 weeks later, ***** CONTACTS suddenly advises me that it is cancelled. No reason is provided in the advisement.> We hope you decide to come back and give your order another shot.Negative, not until ***** CONTACTS provides a written reason for the cancellation, thus advising what a customer needs to remediate/ameliora [truncated]

  

  Business Response

  Date: 04/08/2024

  Hello ********,
  
  Customer service is our top priority so we appreciate you reaching out and giving us the opportunity to help with your concern.

  We apologize that you were not given a detailed explanation for why your order was deleted. The Acuvue *** Eye A brand has been discontinued by the manufacturer and we are only selling our remaining stock. Unfortunately, we are completely out of your specific prescription. We understand how frustrating it is to have something we rely on no longer be available and apologize for the inconvenience. 

  Since we're unable to fulfill your order due to the product being discontinued, we have applied a 10% discount on your next order. If you have another lens that your eye doctor has approved, we are happy to help with placing a new order for you. 

  Please feel free to chat or call and one of our friendly representatives would be happy to get that discount applied for you. 

  Best, 

  1-800 Legal
  

  Customer Answer

  Date: 04/12/2024

  Subject: IABBB - UT ***************** ********: ***** CONTACTS - Cust ******** - Order ********** - Implausible reply

  Dear BBB Mountain West Representative,
  
  The merchant response that it was simply a case of an ordered product not being in-stock is implausible.
  
  Yes, the product line overall is discontinued. Having said and agreed to that, note that while the manufacturer discontinued manufacturing, resellers and retailers are authorized by the manufacturer and US DHHS *** to continue selling stock they still have. ***** Contacts has much more stock than any other merchant, hence my still ordering with the company. Additionally, also note that the company Web site has always been and continues to be fairly sophisticated. It dynamically shows which product of which strength is still carried, e.g. Acuvue 1-Day TruEye 30-pk, AcuVue 1-Day TruEye 90-pk, at -7.00, -6.00, -5.00, -4.50, -3.50, etc. For each product that is carried, the Web site also dynamically advises, when stock is low, how much is available in company inventory, e.g. 1 box, 2 boxes, 3 boxes are available, etc.
  
  Even supposing the inventory database is incorrect, causing the Web site to advise incorrectly how many boxes of a product are actually available and to accept an invalid order quantity, when it comes time for order fulfillment, and a human employee is packing the shipping box, and s/he realizes that the company warehouse actually has less product available on-hand, s/he corrects the inventory database and alerts ***************** **************** has in past contacted me to see how to proceed, i.e. continue order fulfillment with what is available on-hand or cancel the order. This last time, the order was just cancelled. Weeks later, I am then advised of the cancellation. After I follow-up, I am blown-off and ignored. After a complaint is filed and after some time, only then is a reply issued. Even then, the reply is basically that what was ordered was unavailable, due to the product being discontinued, in direct contrast to what the site showed at the time.
  
  It is apparent now that no other reply is forthcoming. Another order (**********) is submitted as directed by the company representative. The resolution/request now is amended, for ***** Contacts to take note of the products and quantities ordered, and to advise *as soon as is practicable* whether the order may be fulfilled or not, and if not, what quantity I need to modify the order to to allow fulfillment to proceed. Do not wait weeks to elapse, as if the Rx and CC info have been verified and the order is going to be fulfilled, and then suddenly cancel the order.
  
  Thank you.
  
  
  Best regards,
  ********
  ----- Original Message -----
  From: "*****************************" <***************************************>
  To: <**************************>
  Sent: Tuesday, April 9, 2024 07:22
  Subject: Re: IABBB - UT ***************** ********: ***** CONTACTS - Cust ******** - Order ********** - Cxl reason req
  
  If you are wanting to submit a response to the business please use the link and code below. Or locate the email sent to you 4/8/2024 and use the link and code to respond.
  
  ***************************************************
  
  *******************************
  
  > ---------- Forwarded message ---------
  > From: BBB Dispute Resolution <****************************************>
  > Date: Mon, Apr 8, 2024 at 7:46?AM
  > Subject: Fwd: IABBB - UT ***************** ********: ***** CONTACTS - Cust
  > ******** - Order ********** - Cxl reason req
  > To: BBB of **** Members <******************************************************>
  >
  > This is in regards to CID ******** <***********************************************************************************************************************; ******************************
  > ******************
  >
  ----- Original Message -----
  From: "********" <*******************************************;
  To: "Better Business Bureau" <****************************************>
  Cc: "********" <**************************>
  Sent: Monday, April 8, 2024 01:45
  Subject: IABBB - UT ***************** ********: ***** CONTACTS - Cust ******** - Order ********** - Cxl reason req
  
  No update is received from BBB Mountain West. I infer from that that ***** CONTACTS has not responded to the complaint that BBB Mountain West forwarded/relayed.
  
  Please be advised and add to the complaint file that ***** CONTACTS has ignored and went around BBB Mountain West and its attempt at DR, and contacted me directly. It e-mailed me again. This e-mail has a sarcastic subject header of So, whats the next move?. Its body has a first line of Come back and give your order another shot!, and in essence is telling me again to place another order. It still gives no reason for the order cancellation.
  ----- Original Message -----
  From: "********" <**************************>
  Sent: Monday, April 1, 2024
  Subject: Web ***************** of BBB - UT ***************** vs ***** CONTACTS - Cust ******** - Order ********** - Cxl reason req
  
  I am a long-time customer, number ********. I hesitate to use an outside system to submit a complaint, but am at a loss as to the bizarre order cancellation and sudden demonstration of lack of service, hence this complaint.
  
  The latest order was placed on Thu 03/07. 2 weeks later, on M 03/25, ***** CONTACTS suddenly advises via e-mail that that order is cancelled. Unlike great customer service demonstrated in the past, no reason is provided in that advisement. I followed-up and requested for a reason, at the very least to see what needs to be remediated, if anything, before placing another order, as that e-mail asked.
  
  There is still no reply. Instead, the merchant just sent another similarly worded e-mail telling me to give the order another shot. Why would any customer, not knowing what reason caused an order to be cancelled, place another?!?
  
  Please submit this complaint to the merchant.
  ----- Original Message -----
  From: "********" <**************************>
  To: <*******************************>
  Sent: Wednesday, March 27, 2024 07:15
  Subject: Follow-up: ***** CONTACTS - Cust ******** - Order ********** - Cxl reason req
  
  Dear ***** CONTACTS Representative,
  
  Another business day has gone by. ***** CONTACTS has still not advised the reason for the sudden order cancellation. Please advise.
  
  
  Best regards,
  ********
  ----- Original Message -----
  From: "********" <**************************>
  To: <*******************************>
  Sent: Monday, March 25, 2024 18:50
  Subject: ***** CONTACTS - Cust ******** - Order ********** - Cxl reason req
  
  The order was placed on Thu 03/07. Today, 2 weeks later, ***** CONTACTS suddenly advises me that it is cancelled. No reason is provided in the advisement.
  
  > We hope you decide to come back and give your order another shot.
  
  Negative, not until ***** CONTACTS provides a written reason for the cancellation, thus advising what a customer needs to remediate/ameliorate, if anything. Please do so.
  ----- Original Message -----
  From: "***** Contacts" <**********************************>
  To: <**************************>
  Sent: Monday, March 25, 2024 12:25
  Subject: ********, your order#********** has been canceled
  
  
  Were sorry, your order has been canceled.
  
  We hope you decide to come back and give your order another shot. **************************************************[AC Code]
  
  The ***** Contacts Team
  

  

  Business Response

  Date: 04/16/2024

  Hi ********,

  Unfortunately, the manufacturer discontinued the lenses for your prescription, and we no longer have your specific parameters in stock. We understand this brand still appears on our website as we continue through our remaining stock.
  
  Looking at your account, we see that you placed an online order on 4/12. We emailed you on 4/15, letting you know that the lenses have been discontinued and that we cannot fulfill the order. 
  

  If there is another brand that your doctor has prescribed, we're happy to help you place your order with a 10% discount. Please feel free to reach out to our customer department.
  

  ****************************

  Customer Answer

  Date: 04/19/2024

  Subject: IABBB - UT ***************** ********: ***** CONTACTS - Cust ******** - Orders **********, ********** - Incorr reply
  
  Dear BBB Mountain West Representative,
  
  The second order, **********, was placed before my F 04/12 reply to BBB, hence my having an order number and being able to reference it in that same reply. Later, I logged back in to the merchant Web site. It showed, once again, that my Rx is verified, as it should. Concurrently, the fulfillment staff should be going over the order and readying it. If not concurrently, the fulfillment staff would do that, latest, upon Rx verification. If there is any problem, I should be e-mailed during that stage. I saw no e-mail that day. I believed there now to be no problem. I reported to duty.
  
  I checked personal messages whenever practicable, given my night and day shifts during the weekend and weekdays. I saw an e-mail each from BBB Mountain West and the merchant, both dated W 04/17.
  
  > We emailed you on 4/15, letting you know that the lenses have been discontinued and that we cannot fulfill the order.
  
  The above merchant reply is via the BBB Web site. I will try to continue to be cordial, and describe the remark civilly as incorrect. As with the first order, there is no merchant e-mail until the sudden order cancellation. I more carefully reviewed the date-times of the e-mails. BBB Mountain West's is at 08:02 PT. The merchant's order cancellation e-mail is actually even later at 10:59 PT. Again, as with the first order, that sudden order cancellation e-mail is the only e-mail since order submission.
  
  I will attempt just once more.
  
  Thank you.
  
  
  Best regards,
  ********
  ----- Original Message -----
  From: "***** Contacts" <**********************************>
  To: <**************************>
  Sent: Wednesday, April 17, 2024 10:59
  Subject: ********, your order#********** has been canceled
  
  
  Were sorry, your order has been canceled. Your card has not been charged and any pending authorizations will be removed within 10 business days.
  
  We hope you decide to come back and give your order another shot. **************************************************[AC Code]
  
  Wishing you happy eyes,
  
  ----- Original Message -----
  From: "********" <*******************************************;
  Cc: "********" <**************************>
  Sent: Friday, April 12, 2024 07:17
  Subject: Web Form Msg: IABBB - UT ***************** ********: ***** CONTACTS - Cust ******** - Order ********** - Implausible reply
  
  The merchant response that it was simply a case of an ordered product not being in-stock is implausible.
  
  Yes, the product line overall is discontinued. Having said and agreed to that, note that while the manufacturer discontinued manufacturing, resellers and retailers are authorized by the manufacturer and US DHHS *** to continue selling stock they still have. ***** Contacts has much more stock than any other merchant, hence my still ordering with the company. Additionally, also note that the company Web site has always been and continues to be fairly sophisticated. It dynamically shows which product of which strength is still carried, e.g. Acuvue 1-Day TruEye 30-pk, AcuVue 1-Day TruEye 90-pk, at -7.00, -6.00, -5.00, -4.50, -3.50, etc. For each product that is carried, the Web site also dynamically advises, when stock is low, how much is available in company inventory, e.g. 1 box, 2 boxes, 3 boxes are available, etc.
  
  Even supposing the inventory database is incorrect, causing the Web site to advise incorrectly how many boxes of a product are actually available and to accept an invalid order quantity, when it comes time for order fulfillment, and a human employee is packing the shipping box, and s/he realizes that the company warehouse actually has less product available on-hand, s/he corrects the inventory database and alerts ***************** **************** has in past contacted me to see how to proceed, i.e. continue order fulfillment with what is available on-hand or cancel the order. This last time, the order was just cancelled. Weeks later, I am then advised of the cancellation. After I follow-up, I am blown-off and ignored. After a complaint is filed and after some time, only then is a reply issued. Even then, the reply is basically that what was ordered was unavailable, due to the product being discontinued, in direct contrast to what the site showed at the time.
  
  It is apparent now that no other reply is forthcoming. Another order (**********) is submitted as directed by the company representative. The resolution/request now is amended, for ***** Contacts to take note of the products and quantities ordered, and to advise *as soon as is practicable* whether the order may be fulfilled or not, and if not, what quantity I need to modify the order to to allow fulfillment to proceed. Do not wait weeks to elapse, as if the Rx and CC info have been verified and the order is going to be fulfilled, and then suddenly cancel the order.
  ----- Original Message -----
  From: "*****************************" <***************************************>
  To: <*******************************************;
  Sent: Tuesday, April 9, 2024 07:22
  Subject: Re: IABBB - UT ***************** ********: ***** CONTACTS - Cust ******** - Order ********** - Cxl reason req
  
  If you are wanting to submit a response to the business please use the link and code below. Or locate the email sent to you 4/8/2024 and use the link and code to respond.
  
  ***************************************************
  
  *******************************
  
  > ---------- Forwarded message ---------
  > From: BBB Dispute Resolution <****************************************>
  > Date: Mon, Apr 8, 2024 at 7:46?AM
  > Subject: Fwd: IABBB - UT ***************** ********: ***** CONTACTS - Cust
  > ******** - Order ********** - Cxl reason req
  > To: BBB of **** Members <******************************************************>
  >
  > This is in regards to CID ******** <***********************************************************************************************************************; ******************************
  > ******************
  >
  ----- Original Message -----
  From: "********" <*******************************************;
  To: "Better Business Bureau" <****************************************>
  Cc: "********" <**************************>
  Sent: Monday, April 8, 2024 01:45
  Subject: IABBB - UT ***************** ********: ***** CONTACTS - Cust ******** - Order ********** - Cxl reason req
  
  No update is received from BBB Mountain West. I infer from that that ***** CONTACTS has not responded to the complaint that BBB Mountain West forwarded/relayed.
  
  Please be advised and add to the complaint file that ***** CONTACTS has ignored and went around BBB Mountain West and its attempt at DR, and contacted me directly. It e-mailed me again. This e-mail has a sarcastic subject header of So, whats the next move?. Its body has a first line of Come back and give your order another shot!, and in essence is telling me again to place another order. It still gives no reason for the order cancellation.
  ----- Original Message -----
  From: "********" <**************************>
  Sent: Monday, April 1, 2024
  Subject: Web ***************** of BBB - UT ***************** vs ***** CONTACTS - Cust ******** - Order ********** - Cxl reason req
  
  I am a long-time customer, number ********. I hesitate to use an outside system to submit a complaint, but am at a loss as to the bizarre order cancellation and sudden demonstration of lack of service, hence this complaint.
  
  The latest order was placed on Thu 03/07. 2 weeks later, on M 03/25, ***** CONTACTS suddenly advises via e-mail that that order is cancelled. Unlike great customer service demonstrated in the past, no reason is provided in that advisement. I followed-up and requested for a reason, at the very least to see what needs to be remediated, if anything, before placing another order, as that e-mail asked.
  
  There is still no reply. Instead, the merchant just sent another similarly worded e-mail telling me to give the order another shot. Why would any customer, not knowing what reason caused an order to be cancelled, place another?!?
  
  Please submit this complaint to the merchant.
  ----- Original Message -----
  From: "********" <**************************>
  To: <*******************************>
  Sent: Wednesday, March 27, 2024 07:15
  Subject: Follow-up: ***** CONTACTS - Cust ******** - Order ********** - Cxl reason req
  
  Dear ***** CONTACTS Representative,
  
  Another business day has gone by. ***** CONTACTS has still not advised the reason for the sudden order cancellation. Please advise.
  
  
  Best regards,
  ********
  ----- Original Message -----
  From: "********" <**************************>
  To: <*******************************>
  Sent: Monday, March 25, 2024 18:50
  Subject: ***** CONTACTS - Cust ******** - Order ********** - Cxl reason req
  
  The order was placed on Thu 03/07. Today, 2 weeks later, ***** CONTACTS suddenly advises me that it is cancelled. No reason is provided in the advisement.
  
  > We hope you decide to come back and give your order another shot.
  
  Negative, not until ***** CONTACTS provides a written reason for the cancellation, thus advising what a customer needs to remediate/ameliorate, if anything. Please do so.
  ----- Original Message -----
  From: "***** Contacts" <**********************************>
  To: <**************************>
  Sent: Monday, March 25, 2024 12:25
  Subject: ********, your order#********** has been canceled
  
  
  Were sorry, your order has been canceled.
  
  We hope you decide to come back and give your order another shot. **************************************************[AC Code]
  
  The ***** Contacts Team
  

• Initial Complaint

  Date:03/20/2024

  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 ordered from 1-800-Contacts for the first time, I usually get them from a local eye care provider, but there was a promotion of 30% off on new orders, so I decided to get them from this website. I first got charged the full amount on my credit card without the promotion. I called the company and told me to wait until the lenses were shipped and the amount would be corrected to the promotion amount. Today I got an email that the lenses were shipped. I looked at my credit card account and I had two amounts charged on my card of 369,35$. I called the company for a second time and was told that the information was wrong and that my bank was in the wrong, the person even told me that it might be a case of fraud and to call them ASAP. I immediately called my bank who told me that the merchant was in the wrong.I called again for a third time and had to explain my situation for the third time to a representative. After a bit of push on my part to look at the situation, the agent put me on a 20-minute hold, only to come back to me to tell me that the company is an ******** company and that all prices are in American dollars. I had to explain that there was no mention of it anywhere on the website when I did my transaction and that no one told me anything about that since the beginning. The representative told me that there was nothing she could do and even offered to buy contact cases and solutions (in USD dollars...), which I thought was a gift or a form of compensation. Well no, the lady laughed and told me that nothing is free. I had to hang up because I was so frustrated. I am deeply frustrated with all the false information I have received from all the customer representatives and the lack of customer service and compensation. That being said, I believe I should be compensated for the experience I had and also for the fact that the charges made me go over my credit limit. if no actions are taken, I will be filing a dispute with my bank for that charge.

  

  Business Response

  Date: 03/22/2024

  Hello ******,
  
  Thank you for bringing your concerns to our attention so we can improve our customer experience.
  
  Our of terms of sale on our website, indicates that all prices are in ** dollars, you can find that below.
  **********************************************************

  As far as the two transactions, we see that your lenses are a custom made to order lens. With custom orders, we put an authorization hold on the funds to check that they are available. The banks release these holds and take back the funds within 5-7 business days. Being as we got the lenses in on the 7th business day, and went to finalize the charge, the bank informed us that the initial hold had expired. Hence, the charge you saw when it shipped out. 
  
  Those holds typically drop from your bank within 3-10 business days, so by the end of that timeframe you should only see the one charge for $263.19 USD (which may show a different currency on your end, as that currency conversion is handled by your bank).
  
  While we do not typically reimburse currency conversion charges, we definitely want you to feel valued as a customer and have made a courtesy adjustment on your account. The refunded amount in USD is $100, which currently equals approximately $135 CAD (this rate may be slightly different upon the time your bank processes it), which is less than what you had expected to pay for your order, if you were paying in CAD.
  
  Best,
  
  1-800 Legal

  Customer Answer

  Date: 03/22/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:03/17/2024

  Type:Order Issues
  Status:

  AnsweredMore 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.

  The business reached out to me stating they wanted to use my perscription entered for my right eye for my left eye. I informed them I did not want that because my eyes are too different prescriptions. They decided to ship me the same perscription for my right eye for my left despite me asking them not to. They then informed me I was responsible for sending them back (i am disabled and not able to get to a post office) as well as pay shipping again for them to send the correct ones. I have multiple emails where I immediately asked them to not send me the wrong ones and hours later they said too late we did. I cannot send them back! I paid for the correct ones

  

  Business Response

  Date: 03/19/2024

  Hello *******, 
  
  Thank you for bringing this to our attention. At the time the order had been placed we had only received a prescription for your right eye from your eye care provider, with no left eye lens listed as any correction, so it was sent out under the impression that you meant to order 2 boxes of the same RX (for your right eye). Our orders do ship out very quickly and I understand that is frustrating in this case, where you did not want 2 boxes of your right eye.
  
  Later we received the corrected prescription with your left eye on there as well and have since sent those out to you, you should be receiving that tomorrow. 
  
  We also would like to let you know that you do not have to go to the post office to return those lenses, you can simply print the label and put the label on the box and stick it in your mailbox and your mail carrier would be able to take it for you. For the inconvenience though, we would like to offer you keep that extra (right eye) box, as we imagine you will eventually need it anyways. Don't worry about returning it.
  
  Please let us know if there is anything else we can do to help assist.
  
  1-800 Legal

• Initial Complaint

  Date:03/14/2024

  Type:Service or Repair 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 used 1800 contacts for probably ***** years and spend thousands a year. THey've always had the best customer service until today.**** offer a credit to one's account for unused ********************. THe last time I did this about 2 months ago it took about 30 minutes for the person to enter about 10 different prescriptions. My (and my kids' prescriptions) prescription changes almost every two months with different astigmatism.I called and said there are hundreds of different contracts - different brands, diff RX, diff astigmatism - they fill up half of a grocery bag. They said i'd have to take the time to read off EVERY SINGLE rx to get a credit.I asked to speak with a supervisor. ***** got on the phone 3/14/24 and again refused all of my various solutions. I pay for to mail it back - they do the checking of each exact lens rx when they get it. I take a pic and they use their time to enter each and every rx. THey mail me a lablel and we just count them and give me the lowest cost per lens x # lenses. ***** was only offering to spend HOURS On the phone with me reading each RX off. That's ridiculous waste of a customer's time and of customer service rep. I want a credit for all of the lenses. I COUNT 321 - but will take credit for 300!!!! What ever the average price is for biofinity, acuvue moist, precision 1 is - about $1.00 /lens??If you can't figure out how to give me a credit without me reading off 3oo lenses to you i will move my business permanently and the lost revenue will be WAY more than $300 ish.

  

  Business Response

  Date: 03/18/2024

  *****,
  
  We appreciate you bringing these concerns to our attention so that we can make this an easier process in the future. We typically have to know what is being sent back so that we can match it to an order to:
  
  1.Ensure the lenses were purchased with us and not elsewhere, as we do not accept single lenses from competitors
  2.To make sure that we are giving you the proper credit due for what you paid for those lenses.
  
  We understand that with the number of lenses you have this would be a lengthy process. If you can take pictures of groups of lenses of what you are sending, we would be more than happy to review those and take the time to go through your orders on the account on your behalf to ensure you get the proper credit for what you are sending back and give you a call once that credit is calculated.
  
  Please email the photos of what is to be sent back to: *************************************** and put ATTN to *****.
  
  We look forward to working with you to come to an agreeable resolution.
  
  
  Best Regards,
  
  1-800 Legal

  Customer Answer

  Date: 03/23/2024

   
  
  I WILL actually accept this response however, I wanna make sure that once I formally accept it the credit has been applied to my account so for now, its still says rejected. I sent over an email today with the pictures of about 300 contacts ordered from *****************************, *****, *********, and *********************************. 
  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 03/27/2024

  Hello *****,
  
  Thank you for your patience while we calculated the credit due based on what you are sending in. We also want to thank you for being such a long-time customer with us, we appreciate your continued business with us over the last 20 years.
  
  There were several lenses that did not match any orders with us,so those ones we will not be able to provide credit for, however, out of all the lenses that we were able to match an order to, you would be due a credit of $795.50. We understand that going through and removing the few lenses that do not qualify may be an inconvenience to you, so feel free to send them all.
  
  Typically, we would need to receive those lenses back before giving you credit, but we have gone ahead as a courtesy and applied that advance credit to your account, and it is available to use immediately. 
  
  Please let us know if there is anything else we can assist with in the meantime.

  1-800 Legal

  Customer Answer

  Date: 03/28/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:03/01/2024

  Type:Product Issues
  Status:

  AnsweredMore 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 that I wasn't satisfied with. I contacted the company who convinced me to order contacts that were $20 more than the original. I paid the difference. When I received the contacts they were *****. My prescription is +2.75. I contacted the company for a return label. While waiting for the label, I was charged an additional $57.71 for the second shipment that were the incorrect prescription. I have contacted this company no less than 6 times on this issue. They have the product back. They refunded me the $20. I contacted them again today about the $57.71 and was told they would refund me 37. This is not rocket science. It's basic kindergarten math. Addition and subtraction. I just want my money so I no longer have to deal with the low comprehension and basic skills of their agents further.

  

  Business Response

  Date: 03/06/2024

  Hello *********,
  
  Thank you so much for bringing these concerns to our attention so that we can address and correct them.
  
  It looks like there was an exchange set up back in December, and you were credited $57.71 up front on that order. The lenses were not returned within the 30- days period, causing that charge to happen. Since then, we received the lenses that were a part of the exchange, and processed a refund of $57.71 back to the card charged. You should see that within 3-10 business days.
  
  We also received the return for the prescription that was incorrect and processed a refund of $20.27. You should also see that within 3-10 business days. 
  
  In hopes that you will give us a try again in the future, there is a $50 credit added to your account that doesn't expire. Feel free to chat in with one of our associates and they would be happy to get that applied to your next order.
  
  Please let us know if there is anything else we can do for you in the meantime.

  Best,
  1-800 Legal

• Initial Complaint

  Date:02/12/2024

  Type:Delivery Issues
  Status:

  AnsweredMore 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.

  Called 1800Contacts 3 times providing explicit instructions for the carrier THEY chose to deliver my product to me. Paid for 2-3 day shipping. Today is the 4th day since I placed my order. I have called UPS several times myself, but am not the sender so am unable to provide permission for UPS to deliver my package correctly. On 2/10/24, I spoke with Bradley, who reassured me he called and provided the instructions, on 2/11/24 I spoke with a second female employee, who insisted e-mail was better, and today, 2/12/24, I spoke with a female employee and her manager, who have been incredibly condescending and insisting they have done all they can to assist. I informed them calmly that no, they did not, because I just spoke with UPS, who DO have contact with their delivery drivers, and can still re-deliver while they are on route today; however, because I am NOT THE SENDER, cannot change delivery instructions. Whomever the supervisor was at 1800Contacts condescended to me and said "So you think we have a direct line to UPS?" And I said yes, because I just called myself, and was able to do their job for them, but due to policy, only 1800Contacts has permissions to provide permissions. Despite going through 4 days of incredibly gracious and unpaid labor for 1800Contacts, and providing the solution FOR them, the supervisor continued to speak over me and insistedly refused to help, so I hung up.
  
  Every other carrier has gotten into our complex fine. The instructions I explicitly provided for their convenience was to enter Gate Code 04500, and while nothing will show up on the buzzer, they can pull the gate door hard and open the door, and if they had any issues, to call **********. They did not do either of those things, because if they had, they would have delivered it successfully.
  
  I paid for 2-3 day delivery. It is Day 4. 1800Contacts refuses to assist.

  

  Business Response

  Date: 02/13/2024

  Hi ******,
  
  We are very sorry to hear about the experience that you have had in trying to get your
  contacts; this is not the experience that we would want you to have with us.
  

  It looks like your package was delivered today by UPS. To apologize for the inconvenience that you experienced, we have refunded the $9.99 shipping that you paid. You can expect that refund within 3-10
  business days. 
  
  In hopes that you will give us a chance again
  in the future, we have left a credit of $25 on your account for your next order,
  please call or chat in with one of our associates and they would be more than
  happy to get that applied for you. 
  
  Please let me know if
  there is anything else I can assist with at this time. 

  Best,

  1-800 Legal