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Business Profile

Contact Lenses

1-Save-On-Lens.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.
  • 1 complaint 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:08/21/2024

    Type:Product 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 ordered contacts with buylensonline ( buylensonline.com , also known as save on lens / saveonlens.com , and I believe there's another parent company). First, only the contacts for one eye came, and it took a week for the second batch to come. When each box arrived, they were cardboard boxes that were incredibly hot. Most of the lenses were warped and unusable, making my eyes very irritated. I reached out to the company via phone initially. It would be evident to anyone that it was the packaging itself that allowed for heat to warp the lenses. The shipping alone was $20. I was forwarded to email, and I was ultimately told several excuses as to why I couldn't get a replacement pack, including the suggestion that something was wrong with my eyes. I was given medical descriptors from someone from a customer representative with no medical affiliation. I will attach that as proof as well.On the phone, the representative seemed friendly and understanding that they were warped, but on paper, that changed. I'm simply asking for a refund and am getting even more excuses as to why I can't get a new pack. I paid for a service, and did not receive the service I paid for. It looks like someone else on this site has the exact same complaint, so this seems to be a business practice rather than a one-off. I truly would just like a refund; help with this would be greatly appreciated. Thank you.

    Business Response

    Date: 08/22/2024

    Hello *******,

    Thanks for your review.

    Kindly note as already mentioned in our emails, we have explained that contact lenses are designed to withstand heat as long as they are still sealed in the original blister packs. And that you may feel free to contact the manufacturer to verify this. In addition, we have requested pictures of the "warped" lenses, however you have failed to do so. Unfortunately, as you are unwilling to provide pictures of the actual lenses and return them back to us, we are unable to provide a refund.

    Best Regards,

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

  • Initial Complaint

    Date:11/28/2022

    Type:Sales and Advertising 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 ordered a six pack of contact lenses from this site, and the contacts are malfunctioning. They are drying up in my eyes and causing major eye issues to the point I cant wear them at all and I have had to stop wearing contacts all together until my issue resolves.I simply asked for a refund as I am not satisfied with my product and believe I received a defective pair, and they claim they do not think its a defective pair since they are authentic. Even if they are authentic, any product has defective products sometimes, so I am angered that they just dismissed my problem and defend their product over a customer that has been ordering from them for years now.

    Business Response

    Date: 11/29/2022

    Hello ****,

    Thanks for your review.

    Please note according to your order history, you have selected a different brand than what you normally order. Please note each brand are made of different materials and parameters and would fit differently on each patient. It is not a one size fit all for contact lenses. If you would like to try different brands, it would be a good idea to see an optometrist as they offer trial contacts services.

    Best Regards,

    **********

1-Save-On-Lens.com is NOT a BBB Accredited Business.

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