ComplaintsforContact Lens King, Inc.

• Initial Complaint

  11/21/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  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

  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 response

  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

  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

  11/15/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  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

  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

  08/02/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

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

  Business response

  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

  08/18/2022

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

  Business response

  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

  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.

• Initial Complaint

  05/11/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I paid for one day shipping when the package didn't arrive UPS told me that CLK would have to refund me the shipping and when i contacted them they told me i paid for 2 day shipping even though my receipt says 1 day.

  Business response

  08/22/2022

  Business Response /* (1000, 5, 2022/05/12) */ Sir/Madam, Unfortunately we don't have a record of the person that Mr. ******* spoke with at customer service and we apologize for any inconvenience that Mr. ******* may have experienced with UPS's late delivery. However we have already spoken with him and credited $ 5.00 to his credit card, being the difference in cost between second day and overnight delivery. We very much appreciate his business and look forward to serving him again soon. Thank you.

• Initial Complaint

  04/26/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I ordered contacts from this company on 3/20/22. My supply was for 6 contact lenses for each eye. Within two weeks, all of the right eye supply had ripped while attempting to take them out of their cleaning container with the exception of one, which ripped while in my eye, causing extensive pain and aggravation while attempting to remove both pieces, one of which was stuck in my eye for several hours. Prior the last one ripping, I called to get replacements as I had nothing to see with except a pair of old glasses that I cannot see with and I didn't want to be left without any at all. Within the next week, the last one ripped and upon calling the company, I was told that it would take one to two weeks for the replacements to arrive and that I had only contacted the a week ago. I was very upset and demanded a refund they do not do refunds, only replacements and this was due to the fact that they are only a supplier and don't manufacture the product I asked to speak to a supervisor and was transferred into a voicemail box, whereupon I left a long message stating my issues including that while I understand they are only a supplier, that they need to take some responsibility for the quality of the product. I received a message later that day stating that they would be sending a entire replacement box via UPS once the contacts arrived at their facility. Today being almost a week, I called again and was told that neither order had gotten to their facility yet and that it would most likely be another week before I would be able to receive them. I mentioned to the customer service my opinion regarding their responsibility in terms of quality and this person was very rude and argumentative and kept cutting me off with excuses. While I will obviously never use this company, I feel that I am due a full refund of $159.74 for the shoddy quality of the product and poor customer service and an extra amount for the time and aggravation that I have endured.

  Business response

  08/25/2022

  Business Response /* (1000, 8, 2022/05/12) */ Sir/Madam, Contact Lens King is an authorized reseller for ************* the manufacturer of Ms. *********'s prescribed lenses. Her eye doctor decided on the ******** Toric lenses because he felt that these were the best for her. Federal law stipulates that we can only ship verified prescriptions. There is a verification protocol in place and we confirmed that the ******** Toric and the parameters input by the customer online were indeed correct. The 3/23/2022 order bearing number wXXXXXXX is exactly compliant with the eye doctor's prescription. ************ is one of the four major manufacturers worldwide and ******** is a star product in their roster of lenses. Unfortunately it may not be a good lens for the customer for handling reasons. We, as a reseller however, have completely fulfilled our obligations to the customer by shipping her exactly what was prescribed for her. In terms of the solution that we proposed to replace the torn lenses; this product is considered a specialty lens and may sometimes fall on back order. This is completely out of our control. What we can control however is to ensure the immediate dispatching of the product once it arrives in-house from the manufacturer. So although we understand that the customer is frustrated, all we are trying to do is to resolve a situation where we did our job but where the lens brand may not be the best one for the customer because of handling challenges. Thank you. Consumer Response /* (3000, 10, 2022/05/13) */ (The consumer indicated he/she DID NOT accept the response from the business.) The issue was not the prescription or the handling of the lenses of said prescription. I have been using contacts of various brands for over 30 years and this is the first time that I have had 6 contacts rip within a two week period while using them. I believe this is an issue of bad product which this reseller needs to take some responsibility for. This poor quality is evidenced in part by one of the contacts ripping while still in my eye and causing great discomfort as I was unable to get one piece out for over a day. Let me reiterate that this is NOT a case of mishandling the contacts. I understand supply shortages, however, if I did not have all of the contacts rip within a short period of time, it would not have been an issue. And also, I believe that the company completely cancelled the shipment of replacements after my filing of this complaint as I have yet to receive any replacement lenses as they promised 3 weeks ago. As I have no replacements, I still have no contacts to use and I insist in getting the refund that I originally requested. Business Response /* (4000, 14, 2022/06/16) */ Sir/Madam, Contact Lens King takes its relationship with its customers very seriously. As already described in our first response we are not the prescribing entity nor the manufacturer but we are the ones who deal with our valued customers. The eye doctor prescribed what he felt was the best vision solution for the customer and we followed his instruction when he validated the lens measurements illustrated in the customer's order with us. It should be noted that the ******** Toric is a thin and delicate lens. Handling is known to be a challenge for wearers. Having said that, the customer first called in on 04/14/22 complaining about 3 torn lenses. Then she called again on 04/20/22 with a complaint about another single lens. On the same day our operations manager authorized sending Ms. ********* 6 no charge replacement lenses. These were ordered from the manufacturer and were delivered to us on 5/13/22 at which point they were shipped UPS Next Day Air on weigh bill 1ZXXXXXF1300239727 (see attached proof of delivery). So we kept our word to the customer. These lenses are considered specialty lenses that are not usually in stock at resellers due to the high number of possible permutations of their parameters. If the customer insists on wearing these lenses she should expect a higher than normal level of tearing due to handling or rubbing of the eyes. Her eye doctor is the best suited to propose an appropriate replacement.

*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. ↩