ComplaintsforContactsCart

• Initial Complaint

  07/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Ive been ordering from contacts cart since 2021, without incident. I most recently placed an order on June 28, 2024. As of today, July 10, 2024 I have still not received my order. For the previous 2 days *** attempted to resolve the issue via the chat option provided on the companys website to no avail. I tried for a third time today. Following all of the chat instructions and entering all of the information requested, I did d not receive any assistance. I called the telephone number listed on the website and finally spoke with a person named ********. I explained I just wanted to track my order as the information was not provided on the website. I was placed on hold while she researched. ******** advised me my order had not been processed because they needed to verify my prescription with my optician and they were just able to do so while I was placed on hold. This was bogus information because I had already uploaded the information and when I asked who they spoke to she said ****** Vision. I have not been to that optician in over two years.. ******** was not able to provide me with a tracking number and I was not confident my order was actually being processed, I asked for a manager and was told shes in the *********** and no managers were available. This is beyond frustrating. I paid for the contacts 12 days ago. Maybe there was a glitch with my order? I really dont know, but without any prior contact from the company regarding an issue verifying my prescription, and somehow they were able to verify the info while I was on the phone is very suspect (especially considering the outdated provider info ******** relayed to me). The lack of transparency and/or an ******* apology or explanation is ridiculous. What is the true hold-up, what is the tracking number and when can I expect my order are reasonable inquiries. This company boasts a 100% Happiness Guarantee. Their happiness gauge must be broken because I am 0% happy with my experience today.

  Business response

  07/12/2024

  Hi ********,
  
  Thank you for taking the time to provide us with your feedback. We are truly sorry for this inconvenience. Getting your contacts to you quickly is important to us. We're actively working on the issue you've raised to make sure everything is sorted out as soon as possible.
  
  Upon reviewing your account, we have confirmed that your order was delayed due to an unforeseen event. To make things right, our supervisor has arranged for expedited shipping on your order and issued a courtesy refund as a gesture of our commitment to resolving this issue. Please note that it may take up to ********************************************* your account. If you do not see it by then, please let us know, and we will investigate further.
  
  Your feedback is valuable to us, and we are committed to using it to improve our services for our customers. If you have any further questions or feedback, please email us at ***************************** with the subject line "ATTN: BBB." We hope your day goes well.
  
  Sincerely,
  ****

  Customer response

  07/17/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

   

  I received a telephone call from ******* at ContactsCart on July 12, 2024 apologizing for my orders delay. Later the same day, I received an email with a tracking number indicating my order had been shipped. Finally, I thought! For the past five days, *** tried to track my package using the information they provided and my contacts have yet to be mailed! I did, however, receive my refund for the original order. I will never order from this company again, and Ill be sure to share my experience with friends and social media. 
  

  Ive attached both of the emails referenced in my response. 

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  Business response

  07/22/2024

  Hi ********,
  
  We greatly appreciate your concern and sincerely apologize for the inconvenience you have experienced with your recent order from ContactsCart. We're happy to confirm that the refund we issued has been successfully transferred to your bank account.
  
  After conducting a thorough review of your account, I can confirm that the replacement order was delivered on July 19, 2024. This package was expedited at the request of one of our supervisors. I completely understand your frustration in this situation, and I want to thank you for your continued patience and understanding.
  
  We hope to have the opportunity to make it right for you in the future. If you have any other questions or comments, kindly send us an email at ***************************** with the subject line "ATTN: BBB". I hope your day goes well.
  
  Sincerely,
  ****

  Customer response

  07/26/2024

  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 and the matter has been resolved.
  
  Sincerely,
  
  *****************************
  
  
  
   
  
  

• Initial Complaint

  11/21/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I saw an email from PayPal this morning that yesterday at 3am (November 20th 2023) I got charged $135.66 for Vision Patch. I clicked on the PayPal charge and saw the contact information for Hubble contacts. I immediately searched my email to see if I had ever ordered from them. I had not. I searched ****** and found tons of lawsuit and fees this company has had to pay. I searched my email for Vision Patch and saw contact carts that I ordered from in 2021. I never subscribed to anything to continue. After my first order in 2021 I told them to cancel any further subscriptions they automatically enroll you in. Its over 2 years since that purchase. The prescription they are filling an order on is expired so they shouldnt legally be filling it and the address they are sending it to is not valid as I was in college then. I do not have mail forwarding since that was 2 years ago so if they say that they cannot refund it until they get the contacts returned that is not acceptable. I never even got an email from them about a subscription renewal or order confirmation. Only from PayPal a charge email. These should not have shipped yet since I have no information on them and it was just yesterday and the order needs to be canceled and refunded immediately. Only problem is that you cant get in touch with anyone when you reach out.

  Business response

  11/21/2023

  Hi ******,
  
  We appreciate you contacting us about this issue and taking the time to leave a review for us. We sincerely apologize for the frustration and inconvenience caused by the recent charge related to the Vision Patch and subscription concerns. Your feedback is crucial, and we're committed to addressing this matter with the utmost urgency.
  
  Upon a thorough review of your account, we found that your initial order was placed back in 2021, and there was no cancellation request from you at that time. We've also checked the history of your account and on May 18, 2021, you accessed your online account and moved the charge date to November 20, 2023. Regarding the expired prescription and outdated address, we understand the gravity of these discrepancies. It's imperative for us to adhere to legal and ethical standards in fulfilling orders. Furthermore, your feedback about the difficulty in reaching our support team is concerning. We're actively working to enhance our communication channels to ensure swift and accessible assistance for our customers.
  
  To rectify this situation, we have checked into this and confirmed that the refund has been successfully processed with one of our customer support and they also confirmed via email that your Contactscart account has been successfully canceled. **** assured that moving forward, there will be no charges. You should see the amount of $135.66 back in your account. You should expect to see these refunds reflected in your statement within **** business days.
  
  We genuinely appreciate your patience and understanding as we work diligently to rectify this situation. Should you require any further assistance or have additional concerns, please contact us at ***************************** with the subject line "ATTN: BBB." Have a wonderful day!
  
  All the best,
  *******

• Initial Complaint

  10/16/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I received an email saying that I was 3 days away from being charged. I was pretty certain I cancelled but needed more time to verify. I definitely hit a "delay for 2 weeks" option that was in the email. That would give me time to verify what I needed. I was charged in full within 12 hours of that email. I immediately contacted customer service and they acknowledged it was a mistake on their end but unfortunately there was nothing they could do other than wait until the contacts were returned to them and then I would receive a refund (minus a small fee) and that would take 5-7 business days. I was floored. I told the lady because they charged my account in full it over drafted that account and I was being charged $35/day. I was offered a $10 credit on future orders. So these contacts cost me well over $300 and if I would have went to the eye Dr or any other company it would have been $150. I believe this company charges you immediately if you hit that delay option. Im already having a hard time making it and now this company has taken advantage of an already hard situation. I asked to speak with a supervisor or someone else entirely and was ignored. I asked the customer service girl who I dealt with to acknowledge that I should NOT have been charged and she absolutely did acknowledge it and apologize. However, they put me in a bind by saying I have to wait 5-7 days plus a stocking fee. They also claimed my contacts were "in transit" and that was a lie! I was charged on Saturday evening and spoke with them on Sunday. These were mailed thru ***** These definitely were not in transit. I checked the tracking and these were sent out until the following Tuesday.

  Business response

  10/16/2023

  Hi ********,
  
  We appreciate you contacting us about this issue and for taking the time to leave a review. We want to express our sincere apologies for the inconvenience you experienced with your ContactsCart subscription and the unexpected charge on October 8, 2023.
  
  Upon investigating your complaint and reviewing our records, we acknowledge the error in charging your account despite your action to delay the subscription renewal by selecting the "delay for 2 weeks" option. We understand the gravity of the situation, and we genuinely apologize for the financial burden and stress this incident has caused you. We value your feedback and would like to provide a detailed explanation we have taken to resolve this issue.
  
  Please be advised that once our customers are being charged for the order it means we've already shipped a paid order to you. Our order processing system is designed for efficiency and immediate fulfillment. Unfortunately, cancellations are subject to our fulfillment center's process, which may cause a slight delay in immediate cancellation. Our records indicate that our representative sought your permission to cancel the order, but you declined by responding "NO." We also offered a $10 discount on your next order as a gesture of goodwill, but there was no further response from your end. We have verified the tracking information, and the order was successfully delivered to the address that we have on file. If you still wish to return the order, we have sent you a return label via email to facilitate the return of the product. Additionally, we have initiated a refund amounting to $160.48 for the product charges related to your subscription. This refund will be credited back to your account within the next **** business days, depending on your issuing bank, for the refund credit to appear. However, we regret to inform you that we are unable to reimburse the overdraft fees on your account. We encourage you to contact your bank to discuss potential options for reimbursement of these fees.
  
  Once again, I apologize for any frustration this situation has caused. We strive to provide excellent customer service and appreciate your understanding as we work to resolve this matter. If you have any additional questions or concerns, please get in touch with us at ***************************** with the subject line "ATTN: BBB." We are here to assist you.
  
  Thank you for your patience and understanding.
  
  All the best,
  *******

• Initial Complaint

  09/14/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  ContactsCart shipped an order with no notice or verification of my address, prescription, insurance, or anything, so they sent my package to an old address that I don't live at or have access to anymore. When I reached out to their customer service, they said that they'd send me an order at my current address that I'd be able to return for a refund because the prescription was outdated. However, now they are saying that since they sent me a new order that was technically free, I'm not able to return the package and get my money back. They put in a $200 order without bothering to even send an email asking for any sort of verification, and are now claiming this ridiculous loophole as a reason to not issue a refund when their own customer service person said that this is what I should do. It's absurd that they expect me to track down a package being shipped halfway across the country to get a refund because they couldn't bother with any sort of due diligence when placing the order. It's completely shady of this company to find loopholes that allow them to not give a refund on an order that I didn't authorize in the first place! On top of that, I can't cancel the order or account from my online account, so I also have to work against the time deadline for returning a product as I reach out to them to get anything done. I'm entirely willing to send back the second order, but I want a refund for the order that I never authorized!

  Business response

  09/14/2023

  Hi *****,We thank you for taking the time to give us this feedback. Feedback is essential for our business so we can provide better customer service. We're sad to hear that you were unaware that this was a recurring or subscription program and that the shipment came as a surprise! Your subscription frequency will be set to ship in 1-month, 3-month, or 6-month intervals, depending on the brand and type of lens you selected, to make sure that you'll always have the lenses you need. After you place your initial order, you will be able to change the frequency of your shipments to suit your schedule through the online portal or cancel your subscription at any time. We make this information available on our website and during the sign-up process, but sometimes people miss it. We work hard to make this information transparent and truly apologize if anything wasnt clear to you! Please note for future reference, you may manage your subscription through your online portal, where you can adjust your delivery frequency and change the next charge date of your preferred date by viewing the "Subscription" tab.However, if you want to return your shipment, you may do so. As long as your contact lenses are in their original, unopened boxes, you may return them for any reason within 14 days of receipt to receive a refund. Return shipping is on us, but we charge a $5 restocking fee. Additionally, you may exchange your contact lenses at no cost within ******************************************************************************************************** are defective. The fastest way to initiate your return or exchange is to contact us via phone at ************** to request a pre-paid mailing label. To receive your refund or exchange, you then have 14 days to drop off your return at the shipping carrier before the mailing label is voided or get in touch with us at ***************************** with the subject line "ATTN: BBB. I hope your day goes well.*********,****

  Customer response

  09/22/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  The package that I was charged for was sent to an address that I dont live at anymore and cant access anymore. I was sent a 2nd package to my current address for free and I was told that I could return them for a refund. However, because they were technically free, the website says that the refund would be $0.00. I never wanted a 2nd set of contacts. I wanted to get a refund for the first order that ContactsCart didnt even send correctly. If someone will get me a label that will get me a refund of $191.98, I will return the 2nd package and remove the BBB complaint.

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  Business response

  10/12/2023

  Hi *****! 
  
  Thank you for your response and for bringing this matter to our attention. We sincerely apologize for any confusion and inconvenience this may have caused you. Rest assured, we take your concerns seriously and will prioritize investigating this issue promptly. We are committed to resolving this matter to your satisfaction.
  
  We are pleased to inform you that a refund has been issued to your account. Furthermore, we have canceled your subscription to ensure no future charges are made. Please note that it may take 3 to 10 business days for the credit to appear in your account, depending on your bank provider.
  
  To return the package, simply write "RETURN TO SENDER or RTS" on the outer package and drop it off at the nearest mail facility.
  
  Please feel free to reach out if you have any further questions or comments. You can contact us by sending an email to ***************************** with the subject line "ATTN: BBB". We are here to assist you.
  
  Sincerely,
  ****

  Customer response

  10/19/2023

  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 and the matter has been resolved.
  
  Sincerely,
  
  ***************************
  
  
  
   
  
  

• Initial Complaint

  08/30/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I ordered contacts from this company a long while back and started a subscription which was always on time until my card expired. I didn't worry about putting a new card on file until I needed new contacts, which is what I did. It wouldn't take my card and I got repeated emails that my card was declined. I resorted to finally getting contacts from a new company. Shortly after, I received an email that my subscription was cancelled and the email following immediately after was a tracking number from the same company for my contacts. When I reached out to their phone numbers, emails, online messaging, I got no answer. I only got an answer when submitting a review with the BBB. I currently have returned the contacts and have gotten a $50.99 refund when the contacts were $55.99 a box and I returned two boxes since that is what was in my subscription. I just want my money returned and to stop any business with that company.

  Business response

  08/31/2023

  Hi ******,
  
  We appreciate you contacting us about this issue and for taking the time to leave a review. We sincerely apologize for any inconvenience you've experienced regarding your subscription and the incomplete refund amount you've received. We take your concerns seriously and appreciate your feedback, which allows us to improve our services. We value your business and are committed to addressing your concerns immediately.
  
  We want the opportunity to investigate your feedback further. Upon reviewing your account and the details you've provided, you are correct, and I apologize for any oversight in the refund amount. Based on our records, the refund amount that has been processed with our system is $50.99. However, please keep in mind that our return policy states that we charge a $5 restocking fee for returned contacts. But no worries, we have checked into this and confirmed that the remaining refund has been successfully processed with one of our customer support. Please allow **** business days for the refund credit to appear. We've sent you an email confirmation regarding the refund.
  
  I'm also deeply concerned that you've experienced longer than usual wait times or difficulties reaching one of our customer support. We are currently experiencing an unusually high call volume, and we received many emails and chats at our customer support center. Our team is working diligently to manage the increased volume and address all inquiries as quickly as possible.
  
  We really regret what occurred, and we hope that we were able to give you a satisfactory resolution. If you have any additional questions or concerns, please get in touch with us at ***************************** with the subject line "ATTN: BBB." Have a wonderful day!
  
  All the best,
  *******

• Initial Complaint

  08/11/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Ive not authorized any orders other than my initial order to them which was two years ago, yet they are insistent on trying to charge my card (that Ive already changed so I dont even know how theyre doing it). So far theyve been declined due to insufficient funds (theyre the reason I dont keep money in that account) but of course when I drive out of state and am keeping my gas money for return on that card, theyre able to charge me $95.98 under the name Contacts Subscription Ive emailed under every email address I own just in case but cant get any replies, nor have I received any notifications about them trying to charge me/sending anything out. My prescription has drastically changed since I ordered from them in 2021 and Im furious that I cant get ahold of anyone or keep them from charging my account.

  Business response

  08/14/2023

  Hi *******,
  
  We thank you for taking the time to give us this feedback. Feedback is very important for our business so we can provide better customer service. I'm truly sorry to hear that the attempt to charge your account came as a surprise to you. Your subscription frequency will be set to ship in 1-month, 3-month, or 6-month intervals, depending on the brand and type of lens you selected, to make sure that you'll always have the lenses you need. After you place your initial order, you will be able to change the frequency of your shipments to suit your schedule through the online portal or cancel your subscription at any time. We make this information available on our website and during the sign-up process, but sometimes people miss it. We work hard to make this information transparent and truly apologize if anything wasnt clear to you! I went ahead and canceled your subscription to make sure nothing will be taken out from your account moving forward. Please get in touch if you have any other questions or comments by sending us an email at ***************************** with the subject line "ATTN: BBB". I hope your day goes well.
  
  Sincerely,
  ****

  Customer response

  08/17/2023

  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 and the matter has been resolved.
  
  Sincerely,
  
  *************************
  
  
  
   
  
  

• Initial Complaint

  07/26/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Placed order on Sat. 7/22, received an email confirmation on 7/23. These contacts were daily contacts and I used my prescription from my last doctor. ********************** emailed on the 24th saying there was a problem with my order. They didn't say what the problem was. It turns out they canceled and refunded my daily contacts because the last contacts that I was prescribed from my doctor was monthly ones. Instead of calling or emailing me to confirm that I wanted monthly ones, they decided to take it upon themselves and place the order for monthly contacts when that is not what I wanted. I did not authorize the new purchase. I want a refund and to cancel business/subscription from them altogether.

  Business response

  08/03/2023

  Hi ******! We thank you for taking the time to give us this feedback. Feedback is very important for our business so we can provide better customer service. Before we begin, I'm here to help you in any way I can. I'm sorry to hear that you got charged for the contacts you didn't authorize to purchase. I understand how upsetting this must be for you. I checked the history of your account and it shows that you have been refunded for the charges. Please note that the credit back to your account can take up to 3 to 10 business days depending on your bank provider. Please get in touch if you have any other questions or comments by sending us an email at ***************************** with the subject line "ATTN: BBB". I hope your day goes well. ******************

  Customer response

  08/07/2023

  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 and the matter has been resolved.
  
  Sincerely,
  
  ***********************
  
  
  
   
  
  

• Initial Complaint

  07/13/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  This company has called numerous times, speak very quickly and not clearly and dump me to a recorded message requesting information for someone's contact lens prescription. They provide a fax number that is busy every time I try to fax a reply to them. The information they requested is not a patient of this office and my response is to not fill an rx for this patient with the name of the doctor. But I can't seem to get this information to them. I have attempted to fax on 7.11.23 at 2:38pm, 7.11.23 at 3:53pm, 7.12.23 at 6:10pm and 7.13.23 at 7:47am. This means at this point the order will probably be filled because of a non response from our office. And somebody without a proper exam or contact lens rx will be wearing contact lens they chose themselves and this company's records will show the transaction was done under my doctor's name.

  Business response

  07/17/2023

  Hi ******! Thank you for taking the time to leave a review. reviews are very important for our business so we can provide better customer service. I'm sorry to hear that you had a rough time responding to our verification process and tried multiple times to send over a fax to confirm the customer's prescription. We understand how difficult this must be for you and how you must feel. Rest assured! We are taking this matter seriously. We've already escalated this issue to the appropriate team to ensure it's handled. Please get in touch if you have any other questions or comments by sending us an email at ***************************** with the subject line "ATTN: BBB". I hope your day goes well.*********, ****

  Customer response

  07/17/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  I was not attempting to confirm the patient's contact lens prescription.  This person has NO contact lens rx with us.  There was never an exam for a contact lens fit and no rx issued.

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  Business response

  08/03/2023

  Hi ******! We understand your concerns in the process of confirming the prescription of your customers. We already escalated this matter to our higher tier of support and provided action. Please get in touch if you have any other questions or comments by sending us an email at ***************************** with the subject line "ATTN: BBB". I hope your day goes well. Sincerely, ****

• Initial Complaint

  06/23/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I had originally purchased contacts from Contacts Cart right at a year ago. I didn't have any issues, but for my most recent contact lense refill, I decided to buy them locally. I did not authorize Contacts Cart to fill another contact lense prescription, but I received notification today (6/22/23) that I had been charged $149.98 and my Contacts had been shipped. I have emailed customer service but I have yet to hear back. I plan on filing a dispute with my card as well.

  Business response

  06/23/2023

  Hi *******! We thank you for taking the time to give us this feedback. Feedbacks are very important for our business so we can provide better service to our customers. Before we begin, I'd like to take a moment to say that I'm here to help you in any way I can. I'm so sorry to hear this shipment came as a surprise and you did not receive an email reminder before this order was processed. Please be informed that we do send email reminders 3 days before the next ship date and you have the option to cancel your subscription through the portal account. Since your account is still active and ContactsCart is a subscription-based program, you will be billed and charged automatically on the scheduled date until you cancel the account or unsubscribe. I understand how frustrating it is to get billed without your knowledge that you are on a subscription. However, we have decided to provide you with a courtesy full refund to compensate you for any inconvenience caused. Please note that the credit back to your account can take up to 3 to 10 business days depending on your bank provider. You may return the most recent package that you'll be receiving in a couple of days using the return label we provided earlier by one of our colleagues. Please get in touch if you have any other questions or comments by sending us an email at *********************** with the subject line "ATTN: BBB". I hope your day goes well. ******************

  Customer response

  06/26/2023

  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 and the matter has been resolved.
  
  Sincerely,
  
  ***********************
  
  
  
   
  
  

• Initial Complaint

  05/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I canceled my upcoming refill of my contacts in April 2022 because my prescription was now out of date. I did so via email, and had a back-and-forth conversation more than one email regarding this cancellation. A month later in my account was still charged. When I looked back further into it, my account had been charged in November 2022, although my prescription expired in January 2022. They refused to help me or give proof that the contacts were delivered in Nov 2022. Now theyre saying I have to take it up with the post office to find out if they were delivered because it was too old. When I didnt even have a valid prescription! Do not buy contacts from this company!

  Business response

  05/23/2023

  Hi *******, thank you for reaching out to us about this and for taking the time to leave a review. Feedbacks are very important for our business so we can provide better customer service. Before we begin, I'd like to take a moment to say that I'm here to help you in any way I can. I'm genuinely sorry to hear that you had a rough time with our customer service in going back and forth to cancel your subscription since your prescription was expired. I can't imagine the difficulty you have to go through. However, I understand why you're frustrated and agitated with our service, and if that happened to me, I would have felt the same way. I went and checked your account, and it shows that the most recent charge on your account was canceled and fully refunded, including your subscription. Rest assured! There won't be any charges moving forward. Please note that the credit back to your account can take up to 3 to 10 business days depending on your bank provider. Please get in touch if you have any other questions or comments by sending us an email at ***************************** with the subject line "ATTN: BBB". I hope your day goes well. All the ******************
  

  Customer response

  05/23/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  Although they resolved my payment taken out 5/23/23 they did not refund 11/2022 or send proof contacts were shipped to me. My prescription was not valid in 11/2022.  So I would like proof of contacts being delivered or a refund for that one also. 

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  Business response

  05/29/2023

  Hi *******! Hi ********! We sincerely apologize again for this issue. I understand why you are frustrated and confused on this subject. I checked your order history, and the tracking shows that the order was delivered to your address. Please note that this happed last year and the **** tracking was already erased from the system. We've attached a screenshot of your order as proof. Regarding the charge back in 2022, your eye care provider did confirm that your prescription is still valid since we reached out to them in November of 2022. It is illegal for us to send contacts without your eye care provider's approval. Lastly, I can assure you that your account is canceled. Rest assured, there will be no charges moving forward on your account. Please get in touch if you have any other questions or comments by sending us an email at ***************************** with the subject line "ATTN: BBB". I hope your day goes well. ******************

*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. ↩