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Business Profile

Contact Lenses

Coastal.com

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Contact Lenses.

Complaints

Customer Complaints Summary

  • 2 total complaints in the last 3 years.
  • 0 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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Complaint status

Complaint type

  • Initial Complaint

    Date:08/10/2022

    Type:Sales and Advertising Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I purchased glasses in February and loved them, but needed a different filter. They were helpful and replaced them. Customer service created an order and I paid for it. But the arm for these broke very soon afterwards. I went to find a replacement to purchase or through warranty, and found the company had completely changed names. I had to make a new account and contact my optometrist to get my prescription again. I could no longer find my order numbers in my account. My glasses are also no longer available. I was referred to an email for warranty assistance and supplied the information and order number based on my emails. I was informed that the order number was incomplete, though it was exactly what was in my email confirmation. When I replied back with screenshots of this order, and the order that it was a replacement of, I was told to call a number. Ive called this number over 20x but it just beeps or says it could not be connected. When I emailed and let them know that I couldnt connect, they told me to try on several different days and times. Weve been customers since 2012. Id really just like to use the warranty, or some sort of replacement, and some communication from the company about hours of operation and transparency about this change in companies and my accounts.

  • Initial Complaint

    Date:08/08/2022

    Type:Service or Repair Issues
    Status:
    Answered
    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 need an itemized receipt from Coastal for my ************** Account. I went to try and call the company and it looks like they have gone out of business. I called Contacts Direct and they said that they just got their client lists but no files. I am need an itemized receipt from March 13, 2021 (order# ********-1) or else I am going to need to reimburse my health savings account to be able to use it again. I can not find any way to contact this company. It looks like others have got help with this same issue with the BBB. Thank You

    Business Response

    Date: 08/09/2022

    Hi there,

     

    Thank you so much for reaching out to us about the customer complaint. 

    We are truly sorry to hear that the customer was not able to reach out to us to retrieve the receipt of their order #********, and we are happy to help!

    We reach out to the customer by email, with the itemized receipt attached, and advised that our US branch Coastal has been transferred to our sister company EyeBuyDirect, for future request about their history. 

     

    Thank you so much for your time. 

    All the best. 

     

     

    ****** H | **************** Manager

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

Coastal.com is NOT a BBB Accredited Business.

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