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:09/06/2022

  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.

  I had ordered contacts on Friday, 09/02/22. Was told that the order was received and they were verifying the prescription. I didnt hear anything all weekend, so I chatted with someone named *******, yesterday 09/05/22 and was told that one warehouse had my right eye and another had the left eye, but in order for the contacts to ship together, they needed to leave the same warehouse. I was also told it would take anywhere from **** WEEKS for it to come in from the manufacturer, where as my eye doctor said it takes 1-2 WEEKS, and they use the same manufacturer. The only solution she offered was to cancel the whole order and place 2 separate orders, paying 2 shipping fees and taxes. I had asked if there was any possible way she can reach out to have them shipped from 2 separate warehouses as I am out of contacts. I had received an email, today on 09/06/2022 and was basically told she didnt want to reach out and offer a solution, but kept insisting that I just cancel the order and reorder to have them shipped from 2 separate warehouses.I figured Id save some money ordering from them; but I am starting to regret that decision.I also was not told that my left eye was on backorder until I contacted them yesterday, 09/05/2022. There was absolutely NO indication on the website or email I had received when I placed my order.

  

  Business Response

  Date: 09/08/2022

  *******,

  We apologize for any inconvenience that this situation may have caused. Your brand have lenses have been on an extended backorder from the manufacturer. Unfortunately when we have the supply but they are in two different warehouses, the only way to get the order processed is to separate them.  I am really glad that we had these in stock for you. I do see that everything has been taken care of and that you did receive your discount with free next business day shipping included for all of the hassle. Once again we sincerely apologize for all of the inconvenience. 

  Best, 

  Legal 

• Initial Complaint

  Date:08/19/2022

  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.

  On May 9, 2022, I ordered 4 boxes of Biofinity Toric contact lenses from ***** Contacts (order #**********). The total amount was $287.96, however, there was a $45 rebate that was advertised on this order. I printed, completed, and mailed the claim necessary to receive this rebate twice -- first on May 10th, 2022 and the second time on July 17, 2022. I have yet to receive the $45 rebate. I would not have purchased contacts from this vendor if a refund wasn't offered. Can you please assist in the processing of this rebate?

  

  Business Response

  Date: 08/23/2022

  ******, We apologize that you have not received your rebate check yet. We will reach out to our rebates department and make sure this is being taken care of for you. 

  Best, 

  Legal

• Initial Complaint

  Date:08/19/2022

  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.

  I ordered Contacts recently from 1800Contacts, received them, and at 1st was thrilled, had enough for several months wearing, when I went to open the individual contact I discovered torn lenses, not on just one, but several of them, not happy, Ive been wearing Contact Lenses over 40+ years, Im not a Novice at inserting or removing them, NOT Happy one bit, Ive attempted to contact the Company to to Avail, do I have any recourse? I feel Im throwing my hard earned money in the trash, please advise on what I can do? I can provide packaging pics and pics of torn lenses right out of the package if needed

  

  Business Response

  Date: 08/23/2022

  ********, We apologize for your lenses being torn. Here at ***** Contacts we have a 100% guarantee on our contact lenses. Please give us a call and we can get those replaced free of charge for you. We have someone here 24 hours a day to help you. Our customer service number is **************. You can also get on 1800contacts.com and chat with a live person. We are so sorry again. 

  Best, 

  Legal

• Initial Complaint

  Date:08/03/2022

  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.

  This company attempted to double my order on the front end clarified with customer service who attempted to double my order and push me to do another order automatically. I specifically told them NO I want to get the minimum order first if i like the product I will order again. I received my contacts and the next month i received another debit on my card and the next 2 days there was a box in my mailbox i did not order. THAT IS ATTEMPTED THEFT! I contacted them immediately to reverse the charge on my card they said they would mail me a return ship label on Saturday and then they will reverse the charge then. Today is wednesday and no return shipping label now they have my $297.00 hostage for a shipment I did not want . They are trying to get people to just roll over and accept these orders that they did not order or request monthly orders. My contacts prescription has to be made by hand and are to be worn for 2 weeks. Therefore i do not wear them everyday so they last me a long while. I think just because they made two custom orders instead of just the one i ordered they are attempting/bullying me (a retiree on a fixed income) to just accept their bad decision.

  

  Business Response

  Date: 08/04/2022

  ****, We are sorry for the double order on your account. I have went ahead and refunded you for the package that your received. The refund amount will be $239.98. That will be refunded through your paypal account and can take up to 30 days. You will be receiving a product return label through the mail to get the product sent back to us. 

  Best, 

  Legal

• Initial Complaint

  Date:07/30/2022

  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.

  Date of transaction July 30, 2022. I provided a payment method to the seller in the amount of $115.98 and the seller proceeded to utilize another payment method that they had on file which I specifically asked them not to use. I called immediately when I received 2 invoices for the same amount of money. I asked that the payment to the unauthorized method be removed immediately to which I was told that they would take care of it and call me back. I never received a phone call and nothing has changed on the invoices. I have now been charged twice (******) on 2 different payment methods. I want to be reimbursed and I want the unauthorized payment to be reimbursed immediately.

  

  Business Response

  Date: 08/02/2022

  *********, 

  We are very sorry that there was an issue with your payment when making an order. Our credit department has reached out to paypal letting them know that your order was canceled and that you should should be receiving a refund. The agent that you were working with has been working on this very diligently on this for you. Please let us know if you do not see the refund soon. 

  Best, 

  Legal

  Customer Answer

  Date: 08/03/2022

   
  Complaint: 17647823
  
  I am rejecting this response because I have not received a refund to date. 
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:07/22/2022

  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 ordered a pair of contact lenses on *****- contacts. I was assured on the chat line my insurance with superior vision was being applied but both times noticed the total was too high. On the third try I called them and was told that my lenses had already shipped and they could not apply my insurance to the order without me returning the contacts. They also claimed they originally did not apply my insurance because they did an unrequested price match and they could not apply both. Even before I placed my initial order I was very clear I wanted to use my insurance and those chats are supposedly recorded. I was assured in the chats my insurance was being applied by two different reps. I would like my insurance amount refunded to me as I can not use that amount on anything but more contacts this year and I bought a years worth of contacts already. I should not have to go through the inconvenience of returning the lenses and replacing the already difficult to place order (track my chats and my call it took me an entire afternoon to order those lenses. Plus, I would need to wait on my order another 5-7 days after you receive and process my return. Also, I was originally going to get free shipping, and the representative on the phone charged me for shipping without informing me. So I also paid another ****. Ive been a customer of ************************** for over a decade; Ive never experienced such deceptive practices until now. I would like my insurance amount refunded and my shipping fees to my credit card used to purchase the lenses.

  

  Business Response

  Date: 07/26/2022

  *****, We apologize for the issues that you experienced with the ordering process. We have issued a refund for the $130.00 that your insurance benefit would have covered with the order. You should see that on the form of payment that you used with the order. Please allow **** business days for the refund to appear. Looks like the order did not have a price match but a $10.00 dollar discount. Shipping was not charged. Anytime there is ******************** does not allow us to file a claim and that is what the issue was. We are sorry for the inconvenience of all of this. 

  Best,

  Legal