Complaints

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:08/30/2023

  Type:Service or Repair 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.

  On 8/28/23, I placed an online order for about $150 for contact lenses and uploaded the required documentation (prescription.) I received an email later stating they didn't have enough information, so I called to request all the info they needed. They told me I I needed to send a photo of my OLD box of contacts. I complied. What followed was a confusing series of emails requesting information that I submitted several times over and over and resulted in my cancelling the order. They had me send TEN images in total and still kept saying they didn't have this or that from me, which had been provided several times over at this point: upload of prescription, and of old prescription box. THEN they were saying they needed a photo of a lens box with the VERY PRESCRIPTION I WAS ATTEMPTING TO ORDER, as it was, shocking, a new prescription. It seemed like it was either a bot, several people who don't have mastery of the English language, or it was just straight up they didn't want to help me with my order, and ran me around for half a day just for fun, which would be odd, but what other explanation could there be?

  Business Response

  Date: 08/30/2023

  Dear **********************,
  Thank you for taking the time to write your comment on the Better Business Bureaus website.
  To begin, I would like to apologize for any misunderstanding that occurred during your online shopping experience with us.
  
  The processing of online contact lens orders by authorized direct-to-consumer retail vendors is governed by a Federal law that requires prescription verification as a critical first step in order to ensure that the retailer will be delivering the product that was prescribed by the eye doctor who evaluated the consumers vision needs. In your case you selected to provide us with a picture of the outer box of the brand that you are wearing along with an individual blister of same (Exhibit A), which is perfectly acceptable verification material as described in the act. Once you checked out a confirmation email was automatically generated on 8/28/2023 @ 12:17:12 PM detailing the specifics of the order that you placed (Exhibit B). Then the prescription verification step was initiated wherein a comparison between the information you submitted for verification (Exhibit A) is made to the lens measurements selected for the online order. In your case a determination is made to notify you of a mismatch in the order (Exhibit C). As is normal practice you were notified that we will retain your order on hold for 10 days in order to allow you the time to provide corrected prescription verification material that will match the lens measurements ordered. If such material is not supplied by the end of that interval the order will be canceled. Exhibit D illustrates the notification notifying you of the cancellation.
  
  Our prime interest is to ensure that our customers vision needs are met and as you can see our team followed our obligations under the law while keeping you informed of the status of the order. However we can always do better. In this vain we will use this case to develop improved methods that serve to elevate our customers shopping experience with us.
  
  Thank you.
  Best regards,
  ******************
  Customer Relations
  

• Initial Complaint

  Date:08/02/2023

  Type:Customer Service 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.

  I spoke with ********************* as well as *****, a customer service representative who informed me that only ophthalmologists are credentialled to conduct eye exams and prescribed medical devices (i.e. contacts). Not only was this extremely incorrect and offensive, but can be legally disastrous in the future for the company. This comment meant all other credentialled and licensed physicians and APPs throughout the country who prescribe and conduct exams are not suitable to conduct a basic eye exam and write a prescription. I hope the company can set an objective standard without room for interpretation consistent with the rest of the country as to whom can prescribe medical devices, as this caveat as listed above seriously jeopardizes patient safety. I was appalled with my phone call by representatives not credentialled in the medical field.

  Business Response

  Date: 08/08/2023

  Dear ****************, Thank you for your Better Business Bureau commentary regarding your experience with our customer service desk .The order processing protocols put into place for online contact lens retailers are governed by a Federal law that is monitored by the **** Once the retailer receives an online order a valid contact lens prescription must be verified.This prescription is the result of a contact lens fitting and must specify basic details like the eye doctors name, address, contact lens brand, base curve, spherical power, astigmatic power and axis if applicable, and re-order limit if applicable. An expiry date is also required. The fitting requirement puts eye doctors in the prime position to produce such prescriptions and that is what the customer service personnel see each and every day. Calls from a medical specialist who is asking what to include in the prescription that we require so that he can send in a prescription that *** conform to the laws rules is out of the ordinary. An alternative that was not offered was that you provide an image of the lens box of the lenses that you are currently wearing while ensuring that the brand, base curve and powers (right & left eye) are visible in the image. This would be a short-term solution. Our apologies that this was not suggested but this incident will be worked into the customer service training program so that we *** accommodate urgent situations such as yours in the future. Thank you.

• Initial Complaint

  Date:06/12/2023

  Type:Sales and Advertising 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.

  Company spams emails excessively and makes it impossible to unsubscribe from emails.

  Business Response

  Date: 06/15/2023

  Sir/Madam,

  Every email has an unsubscribe option for the receiver as seen in the attached. If the customer is unsure of how to effect this option he/she can call into our customer service desk and they will help in ensuring that no further promotional emails are sent to the customer's email address. If status emails relating to orders need to be stopped the customer can request help in achieving that while on the phone with our staff or choose to effect that change from their customer profile. Please note that the latter action will eliminate status notifications on orders until reversed by the customer.

  Thank you.. 
  
  
  

• Initial Complaint

  Date:05/08/2023

  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.

  I ordered a set of contacts from contacts lens king on March 20, 2023. I provided my prescription information and my prescription was verified. My order was promptly shipped out however, as of May 7, 2023 I have yet to receive my contacts I have shipping information and a tracking number both which state delivered. However I still have no contacts this company stated that they would re-ship my order and never did, my camera footage from my front porch also shows no activity on the date the order was supposedly delivered. **************** is deceitful and stopped responding to messages. I only say they are deceitful because last month I was told that they would re-ship the order. However there was a two week delay. Well its been over three weeks and I have no re-shipment information. Im still out $200 in the contacts I ordered from this company still have not arrived.

  Business Response

  Date: 05/09/2023

  Sir/*****,

  Please see our cover letter and exhibits attached. Thank you.

  Customer Answer

  Date: 05/09/2023

   
  Complaint: 20028529
  
  I am rejecting this response because:
  Company offered to re-ship after I informed them that I had returned my ****** order due to them re-shipping I havent heard anything back. I am still on my original temporary 1day lenses from February from my eye doctor. With no availability or opportunity to change them as there are no new lenses available. Eye Doctor is refusing to rewrite prescription for third time so I can re-pick up my order from ****** or some other provider that is willing to fulfill their obligation, this company implied that they would be re-shipping. Therefore, I returned my ****** lenses to date, this issue is still unresolved. I no longer wish to do business with this company as they have been less than sincere in most their communications tracking information does show delivered, but as of todays date, I have not taken delivery of it. 
  Sincerely,
  
  *************************

  Business Response

  Date: 06/05/2023

  ********** ****** see the chargeback defense that we submitted to the credit card company. Our service policy to reship at no charge stands. The same applies to the proof of purchase requirement for a refund. Contact Lens King that its staff has acted professionally and in good faith towards the customer and we strongly object to this complaint. Thank you. 

  Business Response

  Date: 06/05/2023

  Please see the attached.

  Customer Answer

  Date: 06/06/2023

   
  Complaint: 20028529
  
  I am rejecting this response because: I previously filed a complaint with Pay Pal, and because Contact Lens King provided the original shipping information to PayPal that shows items delivered, even though the complaint and dispute filed with Pay Pal, was that I have not received the item, which is the reason I forwarded this to the Better Business Bureau Pay Pal permanently, closed the case, and I have no access to that case without any form of reprieve the case was closed in the sellers favor due to the fact that they provided a tracking number it has been four months or thereabouts since I placed this order and reported in the initial issue with it Pay Pal is unresponsive and cannot take any further action on this case as it has been closed. I am out over $200 still without my contact lenses my eye doctor has refused to issue a new prescription so I can get my lenses stating that they have already issued two prescriptions for me. unfortunately  I still dont have my contacts. Ive been wearing a one day pair of contacts now for three months which is way longer than the recommended usage of one day. because not only can I not afford to purchase another set of contacts, but the ones I did purchase have never made it to me. The company stated that they would re-ship numerous times to my knowledge and to date. I do not have a new shipping number  a tracking number or any indication that this company is going to follow through with their promises therefore I refuse to do business anymore with them have given them a one star review on any ****** reviews that have popped up regarding this company, and Pay Pal is currently in an ongoing dispute with me, because I am complaining that they closed the case without proper verification that the package has been delivered. As of today Im not sure where the original one went, but it never made it to me. 
  
  Sincerely,
  
  *************************

  Business Response

  Date: 06/07/2023

  Sir/*****, On April 5, ***************************************************************************************************** spite of the shipment's tracking report that showed it having been delivered. He was offered a re-ship, which he refused, and instead wanted a refund, which is not company policy with undelivered orders. After refusing the re-ship and our refusal to refund the delivered order no further requests were received from the customer until today's response. As proposed all along, we can re-ship if notified to do so by the customer. He can call in to confirm his decision.

  Thank you.

• Initial Complaint

  Date:11/21/2022

  Type:Sales and Advertising 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.

  attempted to purchase contacts online based on shown price of $23.99 per box of 12 contacts, when got to finishing up the purchase and shipping information, the site added a shipping fee and processing fee, which brought up the price to almost DOUBLE their shown price. I can understand a shipping fee, but, the processing fee was being due to their competition is doing, so, they decided to do it as well. No matter who is doing a processing fee, its wrong not to show it in the price up front!

  Business Response

  Date: 11/22/2022

  Hello *****. We clearly highlight the existence of a processing fee on the product page(s) of all contact lens brands that are advertised with a promotional pricing offer. Additionally, the processing fee is clearly displayed before our customers populate any field with their personal information. So our customers can observe the financial impact that the fee may have on their purchase before moving forward with their shopping experience on Contact Lens King. Having said that however, we are always looking to improve our customer's shopping experience with us and we appreciate the commentary that you have sent. Thank you. Best regards.

  Customer Answer

  Date: 12/02/2022

   
  Complaint: 18442638
  
  I am rejecting this response because:

  I do not recall seeing the fee till check out and I believe after wanting to see the shipping cost.  I still feel it is false advertising, so as to draw people to their site, only to be shocked on the actual cost.

  thanks much for the prompt reply.
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 12/07/2022

  **********************, The processing fee applies to promotional items and its application is stated on the product page of such items: " a processing fee will apply". Furthermore an explanation of the fee is available on that same page. Beyond that, the fee and its value are displayed on the shopping pages prior to the inputting of any personal details and/or financial information. These are only required at checkout. So there really are no surprises in the shopping process. In the end, and if a customer were to continue at checkout and complete the required fields, they will realize that our prices are the most competitive even with the fee. We appreciate all commentaries from our customers and will continue to work to improve our service to our customers. Thank you. Best regards.

• Initial Complaint

  Date:11/15/2022

  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.

  They sent me the wrong prescription. They said they were going to contact the eye Dr. to get the prescription. They never contacted the Dr. they just sent a prescription without Dr. ******** and now will not correct the issue. I spent money for contacts and now I do not have any to use and am out of $164. They charged me a $29.96 processing fee that was supposed to be to verify the prescription with my Dr. which they never did.

  Business Response

  Date: 11/18/2022

  ********** ****************** was a first time customer with us when she placed order no. w7188626 (Exhibit A). The order was placed online at 8:23:25 PM on 11/05/2022 (as illustrated by our systems order history chart in Exhibit B), a time when our offices are closed. Nevertheless, and as required by Federal law, our automated systems recognized the customers choice to have us verify her prescription by sending a fax to her eye doctor. This was initiated on 11/05/2022 at 8:26:50 PM (Exhibit B). A copy of such fax is illustrated in Exhibit C along with the independent services timestamp for the outgoing fax illustrated in ************** law provides that we accord the doctor 8 business hours to respond with a confirmation, a change or a statement stating the fact that the prescription has expired. If no response is received, we can accept and consider that the information that ****************** inputted when she first placed her online order is correct. This is called passive verification. Once this is reached, we can process the order. Next, the customers credit card is authorized to ensure that funds are available to pay for the invoice after which we check to see if the lenses are in inventory. Our systems recognized that the lenses were not in inventory and an order was placed with the manufacturer. Once the lenses were received they were immediately shipped out on 11/09/2022. Contact lenses are a medical device.Once the factory seal is breached the lens boxes are not re-saleable. This is clearly spelled out in our return policy. Contact Lens King followed all of the required procedures put in place by the authorities and practiced by the industry. Unfortunately we must deny Ms. ******** request. We delivered what was ordered and passively verified. Thank you.

• Initial Complaint

  Date:08/02/2022

  Type:Service or Repair 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.

  On July 18 I placed an order with CLK with order ***********-01. I never received my order.

  Business Response

  Date: 08/18/2022

  Sir/Madam,
  The ******** is a long-standing ******** with many repeat orders. Her recent order no. ww6905765-01 of 7/21/2022, shipped by **** shows having been delivered in
  /at mailbox on 7/25/2022 (see attachments). However it appears that the delivery address was the wrong address and the ******** didn't receive the order. She then reordered the same product but this time the correct delivery address was indicated. The repeat order was delivered without a problem. If **************** reaches out to ****** at ******** service tel. no. ************ we will arrange for a refund on the order destined to the wrong address.
  Thank you. Best regards/

  Business Response

  Date: 08/18/2022

  ***Document Attached***
  
  See Attachment/File: ************.pdf

  Business Response

  Date: 09/07/2022

  Business Response /* (1000, 8, 2022/08/18) */ Sir/Madam, The customer is a long-standing customer with many repeat orders. Her recent order no. *********-01 of 7/21/2022, shipped by USPS shows having been delivered in /at mailbox on 7/25/2022 (see attachments). However it appears that the delivery address was the wrong address and the customer didn't receive the order. She then reordered the same product but this time the correct delivery address was indicated. The repeat order was delivered without a problem. If Ms. ****** reaches out to Amanda at customer service tel. no. ************ we will arrange for a refund on the order destined to the wrong address. Thank you. Best regards/

  Business Response

  Date: 10/18/2022

  ********** **** customer is a valuable repeat customer with orders dating back to 2010. When she placed order w6905765 online she mistakenly inputted an incorrect civic address number in the ship-to field. As a result the order was delivered to the wrong destination. When our team asked her to check for the delivery with her neighbor whose address was inputted she wouldn't. She ************* a replacement order, which was delivered. Normally we would not accommodate ******************** insistence for a refund for the missing order. However since she is a loyal customer with many repeat orders on record we will make an exception for her and refund her $85.50. Thank you.