Reviews
Customer Review Ratings
Average of 164 Customer Reviews
Want to share your experience?
Leave a ReviewReview Details
Review fromChris B.
Date: 11/02/2022
1 starChris B.
Date: 11/02/2022
I had an issue a few months ago when I placed an order and they swapped my brand of contacts to their brand. I just used them up. When my wife went to place an order on Oct 21, it still had items in the cart from a previous order. When she clicked submit, she immediately realized what had happened and we called to fix it within seconds. They said they already shipped the product and that there was nothing they could do. I spoke with a manger who eventually said she would credit the $713 overcharge if we would send back the excess. She didn't. She did send a return label and we sent the contacts back. They received them according to the tracking number on Oct 28. It is now November 2 and we still have not received a refund. For 13 days they have had our $713 and now they say they have issued a refund, but it can take 3 to 10 business days for it to process. This is absolutely unacceptable.
1-800 Contacts, Inc.
Date: 11/03/2022
*****, We are so sorry for the issue with the order. We are not able to get into your account with the email address provided from the BBB review. If your refund does not process, please feel free to reach out to our legal department at ********************************* Best, LegalChris B.
Date: 11/03/2022
I sent you the email the order was placed under via email. I looked and this order was actually placed on 10/18, not 10/21, so today is day17 without a refund.Chris B.
Date: 11/04/2022
Today is day 18 without a refund or a response.Review fromR S.
Date: 10/26/2022
1 starR S.
Date: 10/26/2022
Mysterious $392.33 charge. **************** claims to be helpless to do anything.Purchased contacts and my order came to $385.14. I checked my CC statement the next day and the $385.14 charge was there... along with another, mysterious $392.33 charge. **************** reps say they "can't see the charge" and "it'll probably drop off in 3 to 10 business days." They can't explain what the charge is, why I was charged nearly $400 extra, and they say they cannot do anything about it. My only recourse was to file a chargeback and never do business with 1800Contacts ever again.1-800 Contacts, Inc.
Date: 10/27/2022
******, We apologize for the issue with the double charge. I have reached out to our credit department to be sure you were not charged twice. When placing the order the initial charge was for $392.33 because of tax estimate issues, we authorize for the higher amount and do not know final taxes until the order ships. Because of that it sometimes, it will show that you have a double charge because the order is less than what we originally thought. That is where the second charge comes in at $385.14, that is what you were charged. We have settled that payment amount with paypal. The pending authorization for $392.33 will fall of your account in **** business days. I am sorry for the inconvenience this may caused. It is something that we will work on with our IT department. Please let us know if there is anything that we can do to speed up the process for you. Best, LegalR S.
Date: 10/27/2022
1) I didn't use Paypal. I used a CC.2) Don't tie up people's money to the tune of $393 for "3 to 10 business days." I can't believe this is normal business practice for you and from looking at other complaints right here on BBB I'm not the only one raising this issue. What an egregious practice and there's no way I'll use this service again and I don't know why anyone would. No one wants to be double charged only to have to wait "3 to 10 business days" for the charge to fall off their CC. What a joke.Review fromJared B
Date: 10/11/2022
5 starsJared B
Date: 10/11/2022
Very helpful to me as a new customer. Prompt responses at 8:45 at night. Helped me verify my prescription was correct and on top of that, I was given FREE 1 day shipping as a thank you for going with them to order my contacts as a first time customer! Definitely, ****% recommend this to anyone who wears contacts!1-800 Contacts, Inc.
Date: 10/11/2022
***********, Thank you very much for the positive review! We do appreciate your kind words. Best, LegalReview fromHeather S
Date: 09/30/2022
1 starHeather S
Date: 09/30/2022
Strongly recommend against ordering from this company. Last time I ordered, I was charged twice and then later (after extensive effort on my part) refunded one charge. I thought maybe it was a fluke, ordered again, and the same thing happened. Only this time it sent my Flex Spending card over the limit, causing them to demand payment from me in the amount of $144.98. I will never order from this company again, and this is after order in for years and years. I may or may not be able to get this fixed with my flex spending card company. Even if I do, it will be because I spend extra hours on doing some thing that one 800 contacts should have gotten right the first, and second times. They do not care about their customers, they only say it is the card companys fault. This company is big, and my orders may not matter much at all, but there are definitely other vendors out there, and I will be exploring them.1-800 Contacts, Inc.
Date: 10/04/2022
*******, We apologize that there was a issue with your ordering process. I do show that we have reached out to our credit department to help resolve the situation. Has your FSA company had any issues with processing payments? Please let us know if there is anything that we can do to help resolve this situation. Best, LegalReview fromDeborah V.
Date: 09/28/2022
1 starDeborah V.
Date: 09/28/2022
This company charged my insurance without my knowledge or approval. I didn't even know my insurance number ro give them. I wish there was some practice on making it mandatory to call you to confirm use of your insurance. Even if there is a box to check, that should not be good enough. You should have to enter additional data. I need glasses now and can't even get my glasses because they fraudulently used my insurance. Buyer beware, do not use this company.1-800 Contacts, Inc.
Date: 10/04/2022
*******, We are so sorry that your order was processed with your insurance. We can always get it sent back and get your insurance refunded. Please let us know what we can do for you. Best, LegalDeborah V.
Date: 10/04/2022
That would be great. I would like for my insurance to be refunded. However, I don't know if that will make a difference with my insurance since you all filed a claim on it but if your company will do that, then I will accept the offer. Let me know who to contact at your company to proceed forward.Review fromGary H
Date: 09/25/2022
1 starGary H
Date: 09/25/2022
Do not purchase lenses from this company. I ordered lenses back in July. I was told they would price match by offering a $105 rebate. I placed the order and was also sent the link for the mail in rebate form. I filled out the form and mailed the next day. Several months past and I never received the rebate. When I inquired about it I was told that I was not entitled to receive it. I called and explained what happened and they said they would get back to me in 24-48hrs. Of coarse I never received a call back so I called again and this time I spoke to a girl named ********, and had to go through the whole story again. She also told me that she would get back to me but never did. I called again today and I spoke with ? I didn't write it down. Basically I was told they were sorry but they would not send me the $105 rebate check that I was entitled to. They offered a credit towards my next purchase but at this point I wouldn't buy anything from this company at any price. The incompetent person that originally took my order was not honest or not trained properly. I would give them 0 stars if I could. This is no way to treat a repeat customer. If you decide to order from this company make sure you are clear about what you are being charged.1-800 Contacts, Inc.
Date: 09/27/2022
****, We deeply apologize that there was an issue with your rebate. It does give us good feedback to be sure that our trainees are processing price match orders correctly. I have went ahead and processed a refund for $105.00 for to back on your original form of payment. You should see that in **** business days. Best, LegalReview fromLafeezia C
Date: 09/24/2022
1 starLafeezia C
Date: 09/24/2022
If I could give a negative star rating I would. Been waiting on contacts since 8/4/2022 and now it is 9/23/2022. After being reassured my contacts were coming next day on my order which I never received and still have not!!! Please please stay away bc this company does NOT care about you or your needs. Go anywhere else!!!1-800 Contacts, Inc.
Date: 09/27/2022
Lafeezia, We are sorry you are experiencing issues with your order. Unfortunately those lenses are something that we never have in stock and come from the manufacturer. We apologize if you were not informed of the 6-8 week backorder when you placed the order. Please let us know if there is anything that we can further do for you. Best, Legal1-800 Contacts, Inc.
Date: 09/27/2022
Lafeezia, We are sorry you are experiencing issues with your order. Unfortunately those lenses are something that we never have in stock and come from the manufacturer. We apologize if you were not informed of the 6-8 week backorder when you placed the order. Please let us know if there is anything that we can further do for you. Best, LegalReview fromNikita K.
Date: 09/21/2022
1 starNikita K.
Date: 09/21/2022
I was prescribed aqua soft lenses (paid $60). I have not been able to work because I cant go outside with the sun. I cannot close my eyes because of how much it ***** and have been like this for four hours. Might have to cancel the rest of my day and see an eye doctor. By far the worst my eyes have ever felt! They are sending Acuvue (12 pack) in exchange. Its an $80 product so basically I am getting $20 off in exchange for not being able to work and possibly going to the eye doctor because this is bad! Ive read the product was recalled before for the same reason1-800 Contacts, Inc.
Date: 09/22/2022
******, We deeply apologize about your experience with aquasoft lenses. I have submitted an eye health complaint to the manufacturer. Please let us know if there is anything else we can help you with. You can email our legal department at *************************************, LegalReview fromAlan N
Date: 09/20/2022
1 starI can’t understand that the price which is quoted up front before you actually pay is completely different when it’s time to check out. I was quoted almost $100 difference before I checked out, but what’s more annoying is that I have to go through the complete sign up and then I’m zapped with almost $100 difference…that is unethical. I would never deceive clients to earn their business.Review fromErin C
Date: 09/07/2022
1 starErin C
Date: 09/07/2022
1800 contacts has been sending false documentation to our clinic putting our doctors at risk for licensing issues. We receive faxes and calls regularly that falsely state that patients are requesting annual supplies of contact lenses, when in fact the patients havent authorized them to do so at all and arent even eligible based on their expired prescription date. When I called to bring up the issue, I was told by their customer service that I could write a letter to their legal team. This is so upsetting to our small business who tries very hard to maintain compliance and offer the best eye health we can.1-800 Contacts, Inc.
Date: 09/13/2022
Hi ****,We are very sorry to hear about your frustrations. Our customers do give us authorization when setting up an account to reach out to their doctors office for a copy of their current Rx. When a customer places an order and we do not have a valid Rx on file, we reach out to their doctors office to verify their prescription through phone/fax. This process is compliant with the Contact Lens Rules that is enforced by the **** Please do not hesitate to reach out to our legal team directly at ******************************** if there is anything further that we can help with.Best,1-800 Legal
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.