Complaints

This profile includes complaints for Clearly's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Clearly

  961 Robson St Vancouver, BC V6Z 2V7

• 

  Clearly

  317 Queen St W Toronto, ON M5V 2A4

• 

  Clearly

  2152 West 4th Ave Vancouver, BC V6K 1N6

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:10/01/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 glasses in Feb 2024 with a year of warranty. On Dec 13th 2024, it broke in a very strange area when I was wiping the lens. I sent customer service pictures of the broken glasses to claim warranty, but the representative denied my request. After asking for the reason for this, they said this is wear and tear because I have been wearing it for more than 3 months, and it is not covered. I asked why they provided a year of warranty if they do not honour their promises, I got empty answers that do not mean anything. After many emails back and forth, they told me they'd send the issue for review to Clearly opticians on Dec 15th and they said it would take 1 or 2 business days. 2 days go by, I contact them, they said they did not get any response yet. I sent many emails till Dec 21st, and they keep giving the same empty responses. After the last email, they stopped responding to me at all. And it kept going on for some days. I had to call them and explain my situation, to hear back the same response. I checked with a local clearly store and they told me it was a manufacturing defect. I followed up again after a few days and was very frustrated, so they contacted the opticians while I was with them on the phone and they told me they accepted the warranty replacement claim. And this should take around 14 days to arrive. That was at around Christmas time. I had no updates for some time, so I called to ask what is going on. They said the approval was just received by the fulfilment team and I would be getting confirmation email on the same day. After a couple of days I didn't receive anything, so I called to check. They gave me a different excuse (no option to enter 2 PD numbers for the order!) Funny excuse! They said I should check the next day. But guess what, nothing happened. Today is Jan 10th and no updates yet on my replacement order. This company is a scam when it comes to warranty.I request a fast replacement or a refund from the company.

• Initial Complaint

  Date:30/12/2024

  Type:Product Issues
  Status:

  UnansweredMore 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.

  So I am a very unhappy customer and need a supervisor to actually contact me and deal with the three order issues I currently have. As well as provide an accurate time line of how and when these orders will be taken care of. I am a paying customer of $559.46 and have absolutely no products from you. I have nothing but promises of give it another day give it another week. I want my payments returned to me as your company cannot complete orders, and then you can figure out how to get the orders back to you as they are not being delivered to me.Order # ******* has been returned through ***************** and received by your company (see Canada Post screen shot picture) on December 20. The order was in perfect condition, never opened or used so I expect the refund to have been completed. Order # ******** was to be sent with Canada Post to my PO Box for delivery. Your company choose to send the order with my PO Box through ICS Courier. I have contacted multiple times to have this corrected, I continue to be told the correction has been done. As you can see from the screen shot nothing within the order has changed. It is still sitting in our for delivery status. I expect a refund for this order your company has not followed up with the courier or even me. I do all the contacting and am told to wait some more. I have multiple emails and chat pictures to prove all the attempts I have made, and the poor communication your company has provided.Order #******** was once again to be delivered to my Canada Post P.O. Box for delivery. Once again your company choose to have the order delivered with *** Courier with my Canada Post P.O. Box. As you can see from the attached screen shot, an address correction has not been provided as I have been told. Again, the same as the previous order I have contacted multiple times to have this corrected, again told to give it some time.

• Initial Complaint

  Date:23/12/2024

  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.

  I placed a online order for 2 pairs of progressive glasses on December 4th/2024. When ordering i double checked that i put both glasses with same lenses which shows on my account ********************** glasses than shipped my order and upon receiving them the Gold pair had the wrong lenses they were sent as single reading lenses i reached out to clearly glasses and they said there system captured my order as single reading lenses but on my account it shows that I ordered both progressive lenses now clearly doesn't want to honor there mistake and only wants to refund me which I don't want as I can't get the glasses for what I paid clearly should honor there mistake but it shows that I was charged for progressive lenses so this company isn't delivering what customers paid for my order number is #******** I would like for them to send me the correct lenses for the Gold pair , clearly tried to tell me that the glasses showing on my account that it's just the black glasses showing up with the progressive but the Gold on my account shows single reading lenses but I created a collage to show that they both show the progressive lenses but on the Gold pair I was charged 48 dollars but clearly said I am wrong cause they don't have that information on there end cause they screwed up.

  Business Response

  Date: 31/12/2024

  We truly appreciate the opportunity to ensure this is appropriately addressed and we're so sorry for the considerable inconvenience.  It's clear from the MyAccount history that the intended progressive lens was indeed selected, even if it was only charged for (and processed erroneously with) a reading lens instead.  Given the error was with our own systems, we would be more than happy to have a proper replacement sent.  A new email will indicate 'order' 17093400 for the replacement pair, being sent with the originally selected premium progressive blue reflect lenses with C Shield and all additional coatings at no further cost.  A separate email with a pre-paid and pre-addressed return waybill attachment will be sent for a free return waybill (simply print off, tape to the top of the box in which the wrong pair are being returned, and drop in any Canada Post street mailbox or post office). Don't hesitate to let us know if anything further is needed, and Happy New Year! 

  Customer Answer

  Date: 06/01/2025

   
  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. As long as Clearly follows thru with the right glasses 
  
  Sincerely,
  
  ***** *********

• Initial Complaint

  Date:06/12/2024

  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.

  Order # ******** from ************************* - I made an online prescription glasses/frames order Dec.6/2024 - 1 hour or less later I checked my order to verify I had ordered the correct size.- The online description didnt say, so I called their phone line.- I was told the order could not be corrected to "Large" frame, so I cancelled.- Immediately I started getting a ton of excuses saying they could not cancel either.- ************ took my $400+ no problem but refuse to cancel my order......within 1 hour !!!!- This is an absolute unacceptable business model and an outrage. Its a bold faced LIE !- It is inconceivable that a business cannot cancel a custom prescription order less than an hour after an order is taken. - I want my order cancelled immediately and my funds returned immediately.

  Business Response

  Date: 10/12/2024

  Hi *****, 

  We fully understand your frustration and we're truly sorry! 

  Earlier today, we sent an email confirming the status of your order. I want to assure you that your order was successfully cancelled on December 7th, and the full authorization reversal of $409.50 was processed back to your MasterCard. For your reference, Ive attached a screenshot of the authorization reversal.
  Please note that it can take up to 5 business days for the funds to appear in your account, depending on your banks processing times.
  Again, we apologize for the inconvenience and the delay in resolving this matter.

  Thank you so much for your understanding and your patience! 
  
  Sincerely! - CT 

  Customer Answer

  Date: 11/12/2024

   
  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:04/12/2024

  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.

  They accepted payment for contacts with premium express shipping and did not mention that their courier doesnt deliver to that address in the purchasing process. I had to call them to find out why delivery was delayed, they did not attempt to notify me. They claimed a refund was not possible and my only option was to buy again at a discounted rate and have them delivered to a different address.

  Business Response

  Date: 10/12/2024

  Hi ******, we want to sincerely apologize for the inconvenience and frustration you have experienced regarding your order. We understand how important it is to receive timely delivery, especially when opting for premium express shipping, and it is clear we did not meet your expectations in this case.

  We deeply regret that we did not inform you earlier about the delivery issue with the courier service and that you had to reach out for clarification. This is certainly not the level of service we strive to provide, and we are taking your comments seriously to improve our processes moving forward.

  Regarding the refund, we want to assure you that we have already asked our financial team to proceed with processing a refund for your order. We understand this is a crucial issue, and we will ensure that the necessary steps are taken to resolve it as quickly as possible.

  Again, we apologize for the delay and any inconvenience this has caused. Your satisfaction is important to us, and we appreciate your patience as we work to resolve this matter.

  Thank you so much for your understanding! - CT 

• Initial Complaint

  Date:02/12/2024

  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.

  Regarding Order #******** On September 3, 2024, I placed an order for prescription glasses. Upon receiving the glasses, I discovered that they had been made with the incorrect prescription. I contacted their online support team, who directed me to visit a local store for verification. The store confirmed that the glasses were made incorrectly but informed me that I would need to process the refund through their online ********* return was processed on October 18, 2024, at this time I was told 5-10 days for the refund, about a month ago, I was told that the refund would take 4-6 weeks to complete. It has now been 45 days since the return was confirmed, and I have yet to receive the refund. Additionally, the insurance company I used for direct billing has also not been refunded. I have reached out to Clearly multiple times, but their customer service has provided no clear timeline for when the refund will be issued.The insurance company has given me a payment deadline of December 6, 2024. Clearly's failure to process the refund promptly is leaving both myself and my insurer in a difficult financial position. Despite my attempts to get clarity, Clearly continues to insist on the same vague 4-6 week timeline without any concrete ************* has come to my attention that other customers have reported similar issues with Clearly, according to BBB complaints. This pattern of delayed refunds and lack of communication suggests a troubling lack of accountability and raises concerns about fraudulent practices.I am requesting the BBBs assistance in resolving this matter. Clearly must provide an immediate update on the refund and process it without further delay. Additionally, I believe their business practices warrant investigation to protect other consumers from experiencing similar issues.

  Business Response

  Date: 10/12/2024

  Hi ****, I sincerely apologize for the frustration and inconvenience you've experienced regarding the refund for your prescription glasses order.I understand how important it is to receive a timely resolution, especially when dealing with both your personal finances and your insurer.

  Upon reviewing your case, I can confirm that the refund of $239.25 was processed via cheque and mailed on November 20, 2024.

  I fully recognize the delays youve encountered have caused significant frustration, and we take your feedback seriously. We are reviewing our processes to ensure refunds are handled more efficiently in the future.

  Once again, I deeply apologize for the inconvenience, and we are committed to resolving this matter to your satisfaction. If you have any further questions or concerns, please do not hesitate to contact us! 

  Thank you for your patience and understanding.

  Sincerely! - CT 

• Initial Complaint

  Date:28/11/2024

  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 November 22 I placed and order for contatcs, I paid for the premium express shipping because I know Canada Post is on strike and they wouldn't deliver so I needed them to come by courier. I had a guarantee delivery date of November 26 . We are now at November 28th and still no contacts. I called them yesterday to ask, the "helpful" person on the phone said they would be sending a tracking number that day (nov 27) and its two days to deliver. Cool. I did not get a tracking number so I called again today. The person on the phone today said that because Canada post is on strike I wont get a tracking number because I do not live rural, and they're not delivering to cities. I chose PREMIUM EXPRESS for this reason. She told me I did not have premium express shipping, I told her my invoice, the one I'm staring at, shows premium express. I then asked to cancel the order and I will go to my closest eye care providor and get them from them. She told me she cannot cancel the order because it has been picked. So, it isnt in transit, it is sitting in a wearhouse (to which they also said I cannot go to and physically pick up the lenses) So, they cannot give me my money back, they cannot guarantee I will get them anytime soon, and I cannot go pick them up myself because its in a secret location hidden from the world. They are fradulent, they take your money and leave you hanging. PS This is the SECOND time I've gotten the express shipping and the SECOND time they havent fulfilled thier promise of that. So disapointed in this company.

  Business Response

  Date: 11/12/2024

  Hi *********, we sincerely apologize for the inconvenience youve experienced with your order. We understand how frustrating this situation is.

  We truly regret the delays caused, and we appreciate your patience throughout this process. Please know that we have been actively working to resolve the situation despite the strike disruptions, and we want to assure you that your order was shipped on December 3rd and successfully delivered on December 4th.

  Regarding the cancellation request, we are able to cancel orders only within one hour of placement, which is why we were unable to fulfill that request once the order was processed. We also understand your frustration about the lack of a tracking number and will continue to review our processes to improve communication in such cases.

  To make up for the inconvenience caused, we've processed a $20 refund to your account, this refund will be applied within 3-5 business days.

  Thank you so much for your understanding! - CT 

• Initial Complaint

  Date:27/11/2024

  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.

  Order # ******** All items on this order were returned but no refund has been issued over last 2 weeks. **********, my insurance provider says they paid out the claim and it's up to Clearly to refund or not. Essentially, this seems like a scam as it's up to Clearly to ever refund or not. Clearly also collected an additional $16.05 from Canada life which was not even authorized. I would like $333.95+$16.05 refunded back to Canadalife or sent to me.

  Business Response

  Date: 02/12/2024

  Hi *****,

  We apologize for the inconvenience caused. We understand your frustration and appreciate you bringing this to our attention.

  After reviewing your case, we can confirm that your items were returned; however, it appears there has been a delay in processing the refund, for which we sincerely apologize.

  
  Regarding the additional charge of $16.05, we are investigating this matter further to understand why this was collected from your insurance provider without authorization. We take such issues seriously and will resolve it promptly.

  
  I would like to inform you that I have already submitted a request to our team to investigate this matter further and proceed with the refund. We are working closely with your insurance provider to ensure the full refund of $333.95, along with the $16.05 charge, is processed as soon as possible.

  Thank you so much for your understanding and have a great day! - CT

  Customer Answer

  Date: 04/12/2024

   
  Complaint: 22611747
  
  I am rejecting this response because:
  

  I'm not looking for a promise of refund but an actual refund. Either the money is sent back to my insurance company or I receive a cheque. Clearly is taking advantage of the situation as my insurance provider has no interest in recovering the funds and hence Clearly has no incentive to return the fund. Meanwhile, I continue to suffer as my vision benefits are exhausted. 

  This is a total scam as it's almost a month now and they are still "trying" to refund. 

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

  Business Response

  Date: 10/12/2024

  Hi *****, we sincerely apologize for the frustration and inconvenience you've experienced regarding your refund and we understand the urgency of the situation and we assure you that we are doing everything we can to resolve this matter as quickly as possible.

  I want to confirm that our Direct Billing team reached out to your insurance provider on December 9th to follow up on the refund. Unfortunately, we were informed that there has still been no response to our request. We understand how important this is to you, and we kindly ask for your patience as the processing of the refund is underway.  As they said It may take a couple more days for them to review and respond.

  In the meantime, please know that we are monitoring this closely, and if we do not receive a response from the insurance company in the next few days, we will explore other avenues to resolve this. We want to ensure you are fully refunded as soon as possible.

  Again, I truly apologize for the delay and any distress this has caused. We appreciate your patience as we continue to work with your insurance provider to resolve this matter! - CT 

  Customer Answer

  Date: 18/12/2024

   
  Complaint: 22611747
  
  I am rejecting this response because:

  The $333.95 was refunded and applied to Canada Life coverage but there is still a payment of $16.05 remaining to be refunded which was collected by Clearly unauthorized. 

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

  Business Response

  Date: 19/12/2024

  Hi *****, we have attached the screenshot along with your message to our direct billing team. They will reach out to Canada Life regarding this charge and proceed with the refund! - CT 

  Customer Answer

  Date: 24/12/2024

   
  Complaint: 22611747
  
  I am rejecting this response because:
  

  The unauthorized payment of $16.05 has still not been returned.

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

• Initial Complaint

  Date:15/11/2024

  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.

  Order ******** I am so fed up of dealing with thus company i desperately need my contact lens i can not see without it and i ordered thet siad a delay then they claim to of shipped and delivered it early and i didnt recirve nothing and i cant wait i cant see i need them to cancel the order at this point so i can just go locally and get one now

  Business Response

  Date: 18/11/2024

  Hi *****, 

  Thank you for reaching out, and I sincerely apologize for the frustration and inconvenience this situation has caused you. We completely understand the importance of having your contact lenses, and we regret that we were unable to fulfill your order in a timely manner.After reviewing your order, we can confirm that we have already filed a claim with our courier company regarding the delivery issue. Unfortunately, the shipment appears to have been marked as delivered on November 12th, but we understand that you have not received it.To further assist you, we have already processed a full refund for your order on November 16th, so you should see the funds reflected in your account shortly, depending on your payment method and bank processing times.

  We sincerely apologize for the delay and any inconvenience this has caused.
  
  Thank you for your understanding and have a great day. - CT 

• Initial Complaint

  Date:01/10/2024

  Type:Billing Issues
  Status:

  UnresolvedMore 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 June 16th, my wife placed an order through ************************* for new glasses and sunglasses. She used the site's direct billing option and received an email confirming the order had been received. On June 18th, we received an email from ************************* indicating that due to a system upgrade of some type, her order was lost and thus cancelled. They also stated that they would initiate the process to have the funds reinstated with our insurance provider so that we could re-order.Over the past 3 months it has been a constant back and forth between ************************* and our insurance provider. ************************* states that they have expedited the request with our insurance to have the funds returned. Our insurance provider is telling us that no such request has been received. As of right now, our insurance balance still reflects a payment being made to *************************, but no glasses have been received.

  Business Response

  Date: 07/10/2024

  Hi ******, thank you for reaching out regarding your wifes order.

  Im sorry to hear about the ongoing issues with the lost order and the challenges with the reimbursement process.

  I want to assure you that we have reached out to our financial team to initiate a refund process with your insurance provider. We will follow up with them to ensure this request is processed promptly.

  Thank you for your patience as we work to resolve this matter. Your satisfaction is important to us, and we will do our best to assist you.

  Best regards! - CT 

  Customer Answer

  Date: 09/10/2024

   
  Complaint: 22355861
  
  I am rejecting this response because:

  This is the same standard response that we have been receiving since the order was cancelled, in June.  We are only interested in a resoultion that provides a timeline of when we can expect these funds returned.  Additionally, Clearly has done nothing but pass the blame onto our insurance provider, stating that their 'backlog' is the problem.  At no point has Clearly acknowledged that they are responsible for this matter nor has any compensation for the fact that my wife has been without a medically prescribed device necessary for her to work and drive for almost 4 months now.
  
  Sincerely,
  
  ****** *****