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:04/25/2023

  Type:Product 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.

  ON APRIL 18TH AND APRIL 19TH I *****ED CONTACTS. I CANCELLED THE ***** ON THE 18TH BECAUSE I FOUND OUT MY INSURANCE WOULD PAY. RE*****ED THEM ON THE 19TH WITH MY INSURANCE. HOWEVER, MY BANKING ACCOUNT WAS CHARGED ON APRIL 18TH AND ON APRIL 19TH. I WAS REFUNDED ON THE 19TH FOR ONE OF THE CHARGES. I HAVE BEEN SENDING EMAILS REQUESTING MY SECOND REFUND WITH NO RESPONSE TO WHEN THIS WILL BE. BOTH CHARGES WERE VERIFIED ON A CONFERENCE CALL WITH **** CONTACTS AND MY BANK. ALL I WANT IS MY REFUND. THANK YOU

  

  Business Response

  Date: 05/05/2023

  Hi ********, 

  We are sorry about the frustration you've experienced with your refunds. It can take up to 30 days for the refund to show up in your account. It can show up much faster than that, but sometimes it does take longer. If you still haven't seen the refund show up by May 19th, please reach out to customer support and they will be able to help you know what to do next. 

  Best, 

  Legal 

  Customer Answer

  Date: 05/05/2023

   
  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:04/12/2023

  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.

  After shopping around different contact companies, I came to **** contacts. I was told if I used my insurance I couldn't not get the new customer discount which is fine. However if I bought a years worth of contacts I would qualify for the rebate of $45.00. It's even on my invoice / receipt. I received my order log in to claim my rebate posted marked it and it's been since January, the offer said to wait 6-8 weeks, so way over 8 weeks and no rebate. Contacted customer service and was told today that I couldn't receive a rebate because I used insurance. But why it is on my receipt and way was I told by the agent I couldn't get a new customer discount but I could get a rebate if I used insurance. This is a total click bait and completely dishonest. I will not be purchasing contacts from them again and I will let others know as well that it is a scam.

  

  Business Response

  Date: 04/22/2023

  Hi ********, 

  We sincerely apologize for the frustration you've experienced with your rebate. Unfortunately, we can only honor rebates on insurance that is out of network, and your insurance was in network. 

  We apologize for any inconvenience this may have caused. 

  Best, 

  Legal

• Initial Complaint

  Date:04/01/2023

  Type:Sales and Advertising 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 sent me multiple false promotions, and I finally caved and ordered from them instead of ******* (Which was silly, because ****** is cheaper anyways.) I left the contacts in my cart, and they sent me 5 emails reminding me to check out. I finally caved, again, and dropped $100 on their contacts. They draft my account and send confirmation emails, order tracking emails, all of it. They then wait 4 more days, and then inform me that my prescription is expired. I click on their link which then tried to prompt me to allow them to charge my card on file for an eye verification exam. First of all, what kind of scam are you running? Telling people you can test their eyes for a prescription over a webcam? Asinine. I finally get in contact with customer service, and was assigned somebody named ****. She then tells me, oh your prescription was fine! We added the wrong contacts to your cart and its gonna cost more to ship them now, we just need youre ok to draft the card again. So you lied, to try and trick me into okaying this scam of an eye exam so you could charge me, and send me nothing, AGAIN?

  

  Business Response

  Date: 04/10/2023

  Hi *******,

  We are sorry to hear you had a bad experience ordering contacts with us. Looking at your account it looks like contacts that didn't match your prescription were added to your cart which is why the order didn't go through successfully. Email reminders were sent out to remind you about the order instead of canceling it immediately. If you would like to order with us, customer support can easily help you get the order updated and make sure that you get the correct contacts.

  In regards to the money being taken from your account, we put authorization holds on accounts and credit cards when orders are placed but they drop off if problems occur. You should have seen the authorization fall off a few days after trying to place the order. 

  Again, we apologize for any frustration and inconvenience this caused you. We really do our best to make sure our customers are taken care of and have a good experience working with us. 

  Best,

  Legal 

• Initial Complaint

  Date:04/01/2023

  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.

  I bought 12 months supply of contact lenses - as they offered $60 rebate. It is a ridiculous process designed to make it as difficult as possible for the customer to get the rebate. E.g. they send you a letter, you need to go to their website and create a rebate form, you then need to send that form via post to them. Anyway, of course they then never send the rebate. Apparently it was denied, because I got a $30 rebate on this order (of course never explained to me). This company is a scam, designed to trip you up at every opportunity with false offers and promotions.

  

  Business Response

  Date: 04/10/2023

  Hi ****, 

  We are sorry for the frustration you experienced with your rebate. Unfortunately, because you got a $30 discount on your order with a Groupon, your order didn't qualify for the rebate and we are unable to honor it. Again, we apologize for any inconvenience this may have caused you. 

  Best, 

  Legal 

  Customer Answer

  Date: 04/11/2023

   
  Complaint: 19883311
  
  I am rejecting this response because:

  - the agent I spoke to when I made the order used the rebate offer during the order. The only reason I bought a 12 month supply was because they offered a rebate, I wouldn't have ordered it otherwise. They used the rebate as a sales tactic. If I did not qualify then they were deliberate misleading me

  - if I did not qualify for a rebate, why did you send me an email telling me to request the rebate and let me order a rebate form off your website from my invoice, and generate a rebate form for me, to mail in?

  This is classic bait & switch, you completely misled me and you used this tactic to get the sale when you knew I was not eligible for it (despite you using it throughout the sales process).

  Sincerely,
  
  ***********************

  

  Business Response

  Date: 04/19/2023

  Hi ****, 

  We sincerely apologize for the frustrations you've experienced with your rebate process. Unfortunately, because of the additional $30 discount you received on the order, the rebates the order ended up not qualifying for the rebate. 

  We apologize for any misunderstanding.

  Best, 

  Legal 

• Initial Complaint

  Date:03/27/2023

  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 purchased contacts on Jan 25, 2023 and was told I'd get a $30 rebate that now come to find out I'm not getting. And only because I called, they did not notify me of this. After reading the complaints, I see this is a standard practice and is really scammy for a big company! How many times before the BBB steps in and stops giving an A+ rating??I called about the rebate, I even have the email saying I'm to get it, and was told because they already applied a discount, I wouldn't get it. Well, that's not what the young lady on the phone told me! So now it's just a ************* to get the order. She had to know all along the rebates (supposably) don't apply with a discount.The rep puts me on hold, comes back and says they are "willing to apply $30 off my next order" like he's doing me a favor, what a joke!! Like I'm going to order with them again, they just lost a customer for life. Who is also filing a complaint with the BBB, and leaving a ****** review. All for $30. Since emails are now legally binding, with my total sales amount and the rebate being offered, I expect this company to do the right thing. We'll see so stay tuned!

  

  Business Response

  Date: 04/06/2023

  Hi ****, 

  We are so sorry about the frustration you've experienced with your rebate. Since you were given a much bigger discount than intended on the original order, we are unable to fulfill the rebate. The normal new customer discount should have been $69.59, but by error the agent discounted $104.39. We understand that it was an error on our part, and have added the rebate amount of $30 as credit to your account that will never expire. 

  Again we apologize for any inconvenience. 

  Best, Legal

  Customer Answer

  Date: 04/06/2023

   
  Complaint: 19857605
  
  I am rejecting this response because:

  FIrst of all, I paid over $200 for my orderm, with the promise of a $30 rebate, so what you are saying is not what I was told on the phone.

  As anyone can see, you guys do this ALL THE TIME. 

  Here's the copy of my receipt to back up what I'm saying:

  2 Boxes @ $86.99 each
  $173.98
  Biofinity Multifocal 6pk
  2 Boxes @ $86.99 each
  $173.98

  $347.96
  Shipping:$14.99
  Taxes:$0.00
  Discounts:-$119.38
  
  Total:$243.57
  Total after rebate:$213.57
  
  So answer this, you show the discount AND the rebate on the receipt, which I can email the whole thing to "Legal".

  So don't' tell me you only get one or the other.  The fact is, with me and everyone else, talking about this online on all the complaint sites, is that you do this

  on a regular basis.  I can have a question for BBB now, when will you take away their A+ rating? Now I won't be using BBB again for who to use.
  
  *********************

  

  Business Response

  Date: 04/13/2023

  Hi ****, 

  We understand that in the call you were told that you would be able to get the discount and the rebate on the same order. Normally, that would be the case if the discount had been added correctly. Unfortunately, because you were given the 30% discount on this order instead of the intended 20%, the rebates team could not honor the rebate. We understand that this is frustrating and have made sure to include the amount of the rebate, $30, as credit on your account to use whenever you would like. This discount will not expire. 

  Again, we apologize for any inconvenience that this may have caused. 

  Best,

  Legal 

  Customer Answer

  Date: 04/13/2023

   
  Complaint: 19857605
  
  I am rejecting this response because:

  Again Legal Dept......what a joke.....

  What happened to doing the right thing?? Right on my invoice it says DISCOUNT and REBATE, so that means you do that.

  I know you will not be doing the right thing here and you will loose a customer over $30. I will NOT be ordering again, so that I can use the $30 (credit) you

  are "willing" to give me to make up for it.  I will also tell my many friends of your "bait and switch" practices and to stay away.

  There is plenty of proof that this is a normal practice since there are many complaints of this very thing. 

  I implore the BBB to consider the falsely given A+ rating.

  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:03/27/2023

  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.

  1800Contacts recommended to me that I add 4 boxes of contacts to my order to be eligible for a $40 rebate. I was told that I would later be given a rebate form after my order shipped. Instead, when I inquired about the rebate form after shipping, I was told that I was not eligible because I used insurance. At no time was I told this and it is nowhere in their terms and conditions. I would not have ordered additional boxes of contacts had I known I wasn't actual eligible for the rebate that they said I was eligible for at the time I ordered. I would like them to honor the rebate or take the additional contacts that I ordered for the rebate and issue a refund.

  

  Business Response

  Date: 04/05/2023

  Hi *****, 

  We are sorry for the frustration you experienced with your order and the rebate process. Unfortunately, we cannot honor the rebate when ******************** is used. If you would like to return the additional boxes that you ordered to be able to qualify for the rebate, please reach out to customer support and they will be able to help you with that. 

  Again, we apologize for the inconvenience. 

  Best,

  Legal 

• Initial Complaint

  Date:03/22/2023

  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.

  On 1/17/2023 I placed an order for 1 year's worth of contacts. 1800CONTACTS has a price match policy, and I did my homework and found pricing from several sources that was lower than 1800CONTACTS. The agent on the call verified the price match (from Sam's Club) and honored it. My purchase was also eligible for a $200 rebate. This is the good part: I had gone through this same exercise in 2022, and 1800CONTACTS told me (after submission of the rebate form) that their agent should not have honored the price match and that they would not give me the rebate (they offered me a $200 credit (which I refused) and ultimately gave me $100 to shut me up). Because of that experience in 2022, I explicitly, and unequivocally, asked the agent during the 1/17/2023 transaction if the price match I was using would be eligible for the rebate and she said yes. I even explained what had happened in 2022 and that I did not want that to happen again, and she assured me it would not and there would be no problem with the rebate. But it did happen again!!! I was told yesterday (only because I called 1800CONTACTS to inquire as to the status of the rebate) that the price match used made my transaction ineligible for the rebate! Exactly what they promised would not happen!! They offered a $200 credit which I do not want, as I have no interest in doing business with them ever again. When I called to escalate (and reminded them that my order, and the assurances I received, were on a recorded call) they ADMITTED that their agent told me I would get the rebate but that was a mistake. Not my mistake - honor what you told me! I would not have used that price match if it was ineligible. Perhaps this is a scam to offer credits in lieu of rebates to make sure you have to keep buying from them. Very sleazy.

  

  Business Response

  Date: 04/01/2023

  Hi *******, We are so sorry about the frustration you experienced with your price match and rebate process. We want to make sure that we are looking into the right account, would you please respond with the order number you got when you placed the order so that we can look into the issue more? 

  Best, Legal 

  Customer Answer

  Date: 04/03/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because it does not offer a solution; it only asks for more information. 
  The order number requested is:  **********
  
  
  
  Sincerely,
  
  
  
  ******* *******

  

  Business Response

  Date: 04/10/2023

  Hi *******,

  Thank you for providing your order number, we were able to find the correct account. We deeply apologize that you were told that you would be able to receive a rebate on your order. Unfortunately, we cannot honor rebates from Sam's club because they are a manufacturer rebate. We have added the full amount of the rebate to your account as credit as an exception in this case. This $200 credit can be used at any time and will never expire. Again, we apologize for any inconvenience this may have caused you. 

  Best, 

  Legal 

  Customer Answer

  Date: 04/11/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because I do not want a credit as I never want to do business with them again. They promised a cash rebate, admitted they made a mistake, and are now refusing to do the right thing, which would be to give me the rebate. Totally unacceptable. 
  
  Sincerely,
  
  
  
  ******* *******

  

  Business Response

  Date: 04/18/2023

  Hi *******,

  1-800
  Contacts prides itself on its customer service and customer satisfaction and we
  are sorry to hear about your negative experience. As you were told your order
  qualified for a rebate, we will send you a check in the amount of the rebate. 

  We apologize for any inconvenience this may have caused. 

  Best,

  Legal 

   

• Initial Complaint

  Date:03/03/2023

  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.

  I placed a order in December 22 for contacts express shipping never got them so I had to call & have them resend the contacts that was the first huge inconvenience, I start using the contacts some of them are blurry I call in because I need to see & I dont have any other contacts I was told I will receive them quick shipping but by tracking it doesnt show they have even reached the carrier I call cst service they apologize but say they cant change the shipping even though I cant see & have no more contacts the previous agent made a mistake while I the customer suffer not right Im requesting a full refund. I couldve gone to my eye Dr for eye exam but I chose to stay with you ************ from 800 contacts my eye health is important & this was stressful & wrong.

  

  Business Response

  Date: 03/13/2023

  Hi *****, 

  We apologize for the stress and frustration you experienced with your order taking longer than expected to get to you. Unfortunately once the order has shipped, we are unable to make any changes to the shipping process. I checked the shipping on the replacement that was sent to you and it looks like it was delivered to you on March 6th. Please let us know if that is not the case.

  Best, 

  Legal 

   

• Initial Complaint

  Date:02/17/2023

  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.

  Website failed to notify me that the item I ordered was back ordered for 6-8 weeks. Representative on phone said it must have been my fault for not checking my email (seriously?) then told me I wouldnt be receiving an email to confirm refund for cancelling an order since I wasnt about to wait 6-8 weeks for contact lenses. Am now out over $200 trying to figure out how to get my money back.

  

  Business Response

  Date: 02/27/2023

  *****, 

  We deeply apologize that the backorder on lenses does not show up on the website when you order. We have been dealing with many issues from manufactures on backorder issues. We do put a hold on the money for the first 3 days of the order and then when the order does not ship the pending authorization falls off of your card. I checked your account and the order was deleted which means that you will not be charged the $200 for the contacts. 

  Again, we apologize for any inconvenience this may have caused you. 
  
  Best, 
  
  Legal

• Initial Complaint

  Date:02/03/2023

  Type:Product 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.

  On February 1, 2023 I received an email from Kat, your Specialty Process Adjuster. She informed me that on my last order, my insurance benefit was not provided. She said I was due a refund of $125.00. She stated that this refund could be issued to a credit card or I could use it as a credit on my next order. She also said to call and let them know how to handle the $125.00. So I called this AM, 03 Feb and talked to a fellow who said I wasnt eligible because refunds are only given within 90 days. I told him I was just informed of this 2 days ago. He got his supervisor on the phone, ****. **** repeated what the first fellow said. I again repeated that I only got the email 2 days ago. He said he would look into it and personally call me back, The callback never happened so I called again and talked to a young lady named ***** at 4:30 pm. She put me on hold for 12 minutes only to come back and tell me that **** was gone for the day and she couldnt help me. The memo is very clear and I would appreciate the refund. You serve 15 million customers and send out over ******* pairs of contacts a day according to the recording while I waited on hold. Im retired and the $125.00 is important to me. Please help me with this. I have a copy of the letter Kat sent me if you need it. Thank you ***************************

  

  Business Response

  Date: 02/13/2023

  Hi *******,

  We am so sorry for the frustration you've been experiencing with credit. I was looking into your account and it looks like the refund may have been processed. If this is not the case, please let me know and I will look into it further. 

  Best, 

  Legal