Complaints

• Initial Complaint

  12/03/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  Hi.We ordered contacts from this company and tried putting contacts in and they were hard to see with so we returned them to get a refund. We called and left three messages for a supervisor to call us and never did. They said they wouldn't return the contacts because box was open. We would like a refund or an exchange.

• Initial Complaint

  11/21/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Illegal business. Shut them down. I ordered eyeglasses and expected them to be shipped as advertised on their website ***************" but they glasses never shipped after 5 days. so i contacted customer support to ask for a refund and they didn't offer a refund. they said they eyeglasses are at the lab and cannot be cancelled and/or refunded. then all of a sudden their website changed to shipping in 5-7 days. then at the end of day 8 i contacted them again and they said the same thing. "cannot refund". they said I must accept the order after shipping and then pay $9.99 to process a refund and ship back to them. I asked many questions about the legal name of the company, address, and many other things that are public information and they representative was extremely uncooperative. This business should be shut down for false advertising and not offering public information about the company. I had to search really hard to find the name Specialty Vision, LLC located at: 2 ****** ********* *********** ***** ** ***** which is the legal entity operating under ezcontacts.com. The legal name is not anywhere on the ezcontacts.com website nor did the employee offer the name. This is not legal. All legally operating entities in the U.S.A. by law need to state who the owner is or legally operating entity on their website and if a customer asks for this information any employee must disclose this information as public information. Please investigate and consider shutting down this organization for false advertising and not conforming with the laws of the U.S.A. I also need $396.02 returned to me a.s.a.p. because I was charged my credit card immediately after the order was placed online but 8 days later and I still don't have my product. That is also illegal to charge for something purchased online that didn't even ship to the customer.

  Business response

  12/23/2024

  Thank you for sharing your concerns, and we sincerely apologize for the frustration caused by this experience. We would like to provide some clarity regarding your order and our policies.
  

  Your order included custom prescription lenses, which require specialized production. As noted on our website, custom lenses typically take 7-10 business days to be completed and shipped. Once an order enters the production stage, cancellations are not offered, as the lenses are already being tailored to your specifications. However, as a courtesy and at your request, we went ahead and canceled your order. A full refund of $396.02 was issued on 11/25/2024.

  
  We appreciate your feedback regarding transparency and will review how we can make company information more accessible on our website. While we strive for clarity in our policies and practices, we apologize if this caused any confusion.

  
  If you have any further questions or concerns, please dont hesitate to reach out to us directly. Your satisfaction is important to us, and we hope to provide a better experience in the future.

• Initial Complaint

  08/27/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I purchased contact lenses from this company in March 2024. In August my vision changed and I was given a new prescription from my doctor. I contacted ** ******** via email and was told that since it was past 30 days, I could not get a refund but could do an exchange of unopened contact lenses. So I sent the 4 boxes back and they were to send me the new prescription lenses. The lenses arrived and were incorrect and I was charged $140.94 additional. They stated once they received the incorrect lenses that I would be credited the overcharge since it was their mistake in sending me the wrong lenses for my left eye. I have tried daily to reach this company via phone and email, and it’s been literally hours on hold as no one answers. I have always used 800Contacts for many years and have NEVER encountered this type of problem. Please advise what I can do in this situation to get my refund from this company. Thank you so much in advance for your attention in this matter. Sincerely ******* ******

• Initial Complaint

  05/17/2024

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  4/28/2024 I ordered 3 pair of glasses with express shipping (5-7 business days). As of today, (5/17/24) I have only received 1 pair of glasses. 5/2/2024 EZContacts.com informed me via email that my Burberry BE2353 and ***** GG0241O glasses are taking longer than expected to ship. I requested my express shipping fee be refunded. EZContacts.com refunded the express shipping. 5/6/2024 EZContacts.com informed me via email that the Versace VE3326U Eyeglasses 911 Blue/ ********* were discontinued. I was refunded those fees. 5/9/2024 the Burberry glasses were delivered. 5/17/2024 I received a text saying my order (#*******) has been lost and EZContacts.coms shipping company cant deliver my item to me because the package has arrived at the warehouse and cannot be delivered due to incomplete address information. They should have my address on file because my order was not received yet. This feels like a scam.

• Initial Complaint

  04/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I purchased eyeglass frames. They took my money. After not getting the frames, I contacted the company. They said it is delayed in shipping. I wanted a refund. They refused and said it will be shipped. It never happened. On contacting them a second time, they informed me that I had three months to resolve the situation. I did talk to them in that three months and they blew me off. Now they said it is too late. Initial purchase was 7/23/23. I talked to them within that 3 months. Now it is 4/16/24 and they are telling me too bad for my bad luck.

• Initial Complaint

  02/06/2024

  Complaint Type:

  Product Issues

  Status:

  Unresolved

  More info

  I ordered a 1 year supply of contact lenses and was sent 2 boxes that expire in 5 months. How am I supposed to use expired contacts when they expire. I've tried on numerous occasions to replace the boxes that are expiring but they will not take the open box because its against their policy. This is clearly their mistake and they need to make it right. My last 2 lenses in that box will be expired when in ready to use them. They provided no help, their customer service reps ********** eachother and they stoped responding to emails. I've filed a dispute with my credit card company and hope that will help.

  Business response

  02/20/2024

  Dear BBB Representative,
  
  In regards to the above claim, please be advised that bank has refunded the customer in full. Please consider this matter closed.
  
  

  Thank you,
  
  ***********************
  Customer Service 
  ***********************

  Customer response

  02/20/2024

  
  Complaint: 21252930
  
  I am rejecting this response because: I have not recieved any notifications from my bank stating I was refunded. Please confirm this with *****.
  
  
  
  Regards,
  
  *****************************

• Initial Complaint

  10/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Date of transaction: Tuesday 19 September Amount paid for service: $19.95 for 2 day shipping Order number: *******  When I placed the order on Tuesday 19 September, there was a message in green on the order page that said "ships same day." As I placed the order at 4.51pm my time, I hence worked out that it should arrive by Thursday, and that it would arrive in time for me. Unfortunately the item was not shipped until Wednesday and arrived on Friday. This was too late as I went away early Friday morning. I am now in the process of returning the sunglasses as I had to make other arrangements. I would like to request a refund of the shipping charges, given the information presented to me at the time of placing my order indicated the item would be shipped the same day (but was actually misleading) and delivery should have happened on Thursday. Please see attached screenshot where I have replicated the order on their website, at a similar time to when I made the original order and the green "ships same day" message is clearly visible. It was reasonable for me to think it would be shipped the same day as it was before 5pm for me and the order page on their website indicated it would be sent out the same day. I have contacted the business but they are unwilling to discuss. Many thanks, ***** 

• Initial Complaint

  08/27/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  i paid "EZ CONTACTS" a total of ****** for a pair of eyeglasses started online on Dec. 30, 2022 sending my prescription choice of eyeglass frames and credit card info for payment of ****** emailed back and forth for 2 months about glasses were out of stock and will be in soon got a reply on 03/06 that glasses were discontinued and a "so sorry" was asked to pick out another frame iI did and was told they will be ***** more in cost. I had a feeling I should get refunded on my original purchase price and be done with it but I put the extra ***** on my credit card, waited another month started emailing again and low and behold a pair of glasses arrived in the mail well they sure as heck weren't mine I couldn't read/see clear at all with them, Email back and forth again I requested a refund was told to wait for an order number to send back I didn't receive any more info about return or the refund emailed back and forth again now I received an email stating that I was way over the return time frame and the best they could do was replace my lenses in the glasses for a 25% off discount. I really got ***** of this "business" so I went back on all my credit card statements from Dec.2022 to August 2023 I found another charge which somehow i missed but paid on 04/04/23 for ***** I DO NOT AT ALL REMEMBER AUTHORIZING THAT CHARGE. Don't know what can be done here paid all this out and have worthless glasses and it seems to be a bit of fraud I know I didn't/wouldn't send them more money after trying to get my previously paid money back! Would truly like to know how to get my money back if possible!

• Initial Complaint

  07/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I purchased glasses from this company and paid them over $400. Despite paying for express, I had to wait a considerable amount of time to receive the glasses. When the glasses finally arrived, there were multiple issues, The arm was cracked, the prescription was not correct, and the reflective lens had not been used. The reflection was so bad that you could not even see through them(if the prescription had even been correct). I had paid for the top tier lenses which claim to have anti reflective included. I contacted the company and they argued instead of apologizing and had no customer service skills at all. They finally sent me a label, and instructed me to drop the package off at the post office. I immediately did this. I followed their instructions exactly. I heard nothing from them. I began calling every 6 weeks or so. I was informed that I could only leave a message on a voicemail as their supervisors do not take calls. There were no responses to any of my messages. It has been a year waiting for these glasses. I finally got very upset, and demanded a supervisor. I asked for the agent's name and he informed me that I could not have it. The behavior of this company is extremely sketchy and unprofessional. They have STOLEN over $400 from me. They are now claiming that the **** has no record of it being dropped off. This is obviously not true. I have been chasing these glasses since I paid EZ Contacts over $400 for them. I have recorded every call(which their agents claim that they do not approve of.......Why would that be???) and I had taken photos of the glasses before sending them back. EZ Contacts claims that it is not their problem and completely refused to resolve the matter in any way and will not provide the glasses that I paid for. If they di not resolve, I will file a case in my local small claims court.

• Initial Complaint

  07/02/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  BBB, any help you can provide will be appreciated: EZ Contacts order #******* placed on 5/2/23 for 2 pairs of Ray Ban frames, cost 228.36. Reference # is ******* Frames didn't fit, returned 5/19/23. Notice that return pckg was rcvd on 5/22/23, and credit of 219.41 would show on my Visa w/in 3-5 days (I paid return shipping fee). By 6/16 no credit had been issued. I emailed EZ and rcvd return email saying credit was issued and would take 3-5 days to show. Since 6/16 I have sent follow-up emails on 6/18/, 6/19/, 6/24/, 6/26. Customer svc assures me credit was issued. I called customer svc 6 times and have never connected w/ a rep - waiting on hold as long as 45 mins in one call, giving up after 15 mins on my other calls. Bottom line: vendor has failed to issue a refund and email responses from the 2 reps, Rachel & Naomi, are not truthful. I'm requesting the credit due on my Visa for $219.41. Thank you for your help on my behalf. ******* ******

  Customer response

  07/17/2023

  Complaint filed 7/2/23, ID ******** has been resolved. Refund has been received. Thank you for your assistance.

  
  

*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. ↩