ComplaintsforContactsCart

• Initial Complaint

  02/23/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Contact cart charged me 145 for an order I never made on Friday, February 17,2023 called them got a refund the employee said oh we will move the next order to August 2023. Tuesday, February 21,2023 I look at my bank account and they took ANOTHER 135, I called they say oh there has been a request sent, can I speak to supervisor oh no we have none available. I have emailed multiple times, for a refund and ti cancel the account all together. Not to mention I have only placed 1 order with them 2 years ago, I dont understand how they can do this.

  Business response

  02/23/2023

  Hi there *******! We're truly sorry to hear that you had a rough time with our customer service and in canceling your subscription. I went ahead and checked your account and it shows that you have been fully refunded for both charges made to your account 2 days ago. Please note that the credit back to your account can take up to 3 to 10 business days depending on your bank provider. Again, we apologize for any inconvenience this may have caused you.
  If you need further assistance or have any other questions or comments, do not hesitate to reach out by sending us an email at *********************** with the subject line "ATTN: BBB". I hope your day goes well. ******************

• Initial Complaint

  01/17/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I got charge for contacts with my old prescription from 2 years ago. I did not receive a request for my updated contact prescription. It was too late to cancel the order even though I reach out as soon as i received an email that i got charge. I think it is unreasonable to have to now wait for the contacts that I didn't want, with my prescription from 2 years ago, and go out of my way to send it back to them just to get a refund. I thought it was illegal to send contacts with an outdated prescription?

  Business response

  01/18/2023

  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. We're truly sorry to hear that you have been charged again even though your prescription on file is expired and your last order was 2 years ago. We understand how frustrating this must be for you and we truly appreciate your patience with us! We went ahead and make sure the account is canceled completely and issued a full refund. Just so you know, 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 will receive in the next few days by writing RTS on the package and dropping it in the mail. I hope you have a great day!
  
  For faster service, please give ** a call at ****************. You can reach ** between 9 AM and 9 PM ET, seven days a week (excluding federal holidays), and/or chat on our website.
  
  All the best,
  ****

  Customer response

  01/18/2023

  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

  01/10/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I placed an order on Dec. 22, 2022. I immediately noticed I entered the incorrect strength of one of my contact lenses. I phoned and spoke with a CSR, who said it had been noted in my account and would be confirmed with my doctor. I then sent an email with the correct information, just in case. I received my contacts in early January. I immediately called and spoke to a CSR rep. I was told I needed to send a prescription and they would look into this, every person kept telling me the same thing. I sent numerous emails, each time I would get someone new. I resent my prescription, one CSR even asked if I ordered through Hubble. Not a single person there knows what the other person is doing. When I spoke to yet another CSR rep, I was told once again to send in my prescription. She showed no records of my numerous emails and correspondence. I was trying to save some money, but this is not worth my time or effort. I have asked to be refunded in full and they are charging my shipping.. ***** to be reimbursed in full.

  Business response

  01/11/2023

  Hi *****, 
  
  I really appreciate you taking the time to share your experience with us. Its hard for us to hear that you had a negative experience, as we always do our best to provide our customers with the best support possible. We're so sorry you've had to deal with this. 
  
  Upon checking, the order was delivered on Jan. 5th, we received a copy of your prescription on Jan. 6th,  and the prescription has been updated afterward. The replacement order is now currently in transit to your address now. Then, your order was partially refunded because of the $5.00 restocking fee. However, we have provided you a $5 refund as a gesture of goodwill in recognition of the time and effort you spent contacting us and you should see that reflected in your bank between **** business days. I will send an email to you as the confirmation along with your tracking information. 
  
  Please feel free to reach out to us anytime should you have other questions via chat, phone, or email at ***********************. I hope your day goes well.
  
  
  Best,
  ******
  
  

  Customer response

  01/12/2023

  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:

  [Your Answer Here]

   I did not want a replacement order.  I canceled my order, and subscription. I will accept the replacement order this time, every communication seems to fall on deaf ears.  I was also told if I accepted a replacement I would receive a 25% discount of this order.  Please confirm this. 

   

   

   

   

   

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

  
  Sincerely,
  
  *************************** (****)
  
  
  
  
   
  

  Business response

  01/13/2023

  Hi *****,
  
  We are sorry to hear that you're upset and for all the back and forth.  We completely understand where you're coming from. Our team processed a replacement order for your ***** prescription today as a courtesy for all the inconvenience. As well as we offer a 25% off for your new order to be placed today [$149.98 after 25% off] and ************** out ASAP! All you need to do is to confirm to the email sent to you by ******** for your authorization.
  
  Please get in touch if you have any other questions or comments by sending us an email at ***************************** with the subject line "ATTN: BBB". Have a pleasant day and we thank you for your patience! 
  
  
  Best,
  ******

  Customer response

  01/20/2023

  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.  I would also like it to be known that this should never happen to anyone.. If it had not of been for my own eye doctor to provide FREE trial boxes of contacts I would Not have been able to see.  I placed this order on December 22, and still have nto received my replacement order to remedy the situation.  This entire experience was awful this is a medical device I need to see.  I have looked into other reviews and this seems to be the norm.  I have already contacted and reported this to the ******************************** as well as the FDA. 
  

  
  Sincerely,
  
  *************************** (****)
  

   

  
  
   
  

  
  

• Initial Complaint

  01/05/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Dec 25,2022 I placed an order for a pair of contacts. I've placed orders in the past and usually my orders get sent to me automatically. I contacted the company directly advised them that my daughter only had 1 week worth of contacts left and needed my order to be sent our asap. I was asked for a copy of her prescription which I found strange since everything is on her file I went ahead and emailed the prescription. I then look into the account and the company only sent me 1 box of contacts for her left eye only. If I had not checked my account I would never have known they didn't place the right eye contacts. I called the company and I asked why did they only send me left eye if my daughter has 2 eyes and can't see. They went ahead and advised me they didn't know but would place the order for the second eye. *** 4th I'm still arguing with this company because that second box has not been sent out. This is affecting my daughter vision because she is out of contacts to see and doesn't wear glasses. I paid about $130.00 for these two items but still have not recieved them. I've called asked to have to expedite because this was an error on their end. I've also had to make sure that the prescription wad processed correctly . I would hate to find out that now they mixed her prescription up. No way to confirm until items are recieved.

  Business response

  01/05/2023

  Hi, *****,

   

  Thank you for this feedback; we greatly value this. We strive to provide all of our customers with a great experience, and we are sorry for not meeting your expectations. As per checking, you placed your order on Dec. 25th Biotrue ONEday 90pk for the left eye only. Then, on Dec. 30th the Biotrue ONEday 90pk for a right eye has been placed as per your request. The reason why it takes time before it shipped out is that we reviewed the prescription with your daughter's eye care professional. 
  
  However, seems that your concern ***** has been addressed by our team. The order has been already shipped and looks like the expected delivery date will be tomorrow. We also give a $10 discount for your next shipment as a courtesy for what happened. Rest assured, your item will be delivered on time. 
  
  If in case that you will still not receive the item please let us know ASAP by sending us an email at *********************** with the subject line "ATTN: BBB BLUE COMPLAINT" so that we can further assist you. Once again. I'm sorry to hear about your frustrating experience with our team and we truly appreciate your patience in this. 
  
  

  
  Best,
  ******

  Customer response

  01/06/2023

  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:

  [Your Answer Here] 

  The response from contact cart is incorrect. I placed one order for a set of contacts for my daughter.  She is on a subscription and they automatically ship out left and right eye contacts. The company failed to send the contacts for the right eye. Why would anyone place a order or just one eye. I had to call multiple times so that contact cart can fix their mistake and mail out the other contacts for her eye. They refuse to expedite the order. It wasn't until I was fed up and argued with them about their mistake and finally someone decided to get the ball rolling but it should have never takenn1 week for me to call daily for a problem to get resolved. So this had nothing to do with shipment and how long it takes. This was a big error on contact cart who didn't ship out the pair together. 

   

   

   

   

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

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

  Business response

  01/11/2023

  Hi *****,
  
  We want to thank you for your feedback.  Meeting expectations can be challenging and we have put all our efforts into providing the best support we can possibly give, so it was tough to hear what you have experienced. Still, thank you for bringing this up as we realize there is much room for improvement to focus on. We understand this is frustrating and confusing, and we are working to improve this aspect of our program. 
  
  Our fulfillment center confirmed that there had been a delay in fulfilling your order and we truly apologize for all the inconvenience. It was an uncommon instance and well do better in the future.
  
  Looks like the orders were already delivered on Jan. 6th. Here are the tracking links ************************************************************************************************* ***********************************************************************************
  
  Thank you for also pointing out that we need to improve our service in the future. I want to assure you that your corrective feedback is valued. I hope your day goes well.
   
  Best,
  ******
   
  

• Initial Complaint

  12/15/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  -Order #************* was placed on December 5th ******************************************************************************* stock. A copy of the official prescription was sent the same day. Receipt of this was confirmed by *****************************. -By December 6th the eye care provider had confirmed the prescription and I received another email that the order was ready to go and to await tracking. -I chatted multiple times on the website between Dec 6 and 12, and was told the order was still in fulfillment. -On December *****, and agent named *************************** noted the order was still in fulfillment and then agents began moving backward in steps stating it needed confirmation again. I restated all previous information passed and provided relevant contact information for my eye doctor although this was already completed on Dec 6. -On December 13, ******************************* confirmed the prescription was confirmed on December 6th and it takes **** days to ship. I explained it had already been 8 days and there is no shipping information to reference. -across the 13th, 14th and 15th, I was told repeatedly to check back in another day and they could not reach their fulfillment team. Contacts are medical items required to see. Money was cleared from my account 11 days ago and Contactscart can provide no concrete information on when this essential item will ship despite confirming multiple times via chat the brand ordered is in fact in stock. At this point I cannot wait for many more days of fulfillment and then the **** days they still say it will take to ship. I need assistance in obtaining the contacts I need to see while being active and that this company already has my payment for. This includes tracking information, and a prompt and accurate delivery estimate. Thank you

  Business response

  12/16/2022

  Hi, *****,

   

  Thank you for sharing your experience with us; we appreciate every form of feedback. I am grateful that you took the time to tell us. We always aim is to provide the best that we possibly can, and we're disheartened to hear we didn't meet your standards. I completely understand how you must feel while waiting for your order to be shipped out and I sincerely apologize for the delay in your shipment as well as for any back and forth on this concern.

   

  So in this case I want to make it clear to you what happened to your order. I see that you have ordered Bausch + Lomb Infuse One-Day 90pk and these are custom-made to-order lenses that take about weeks for the manufacturer to make and ship out to you. The order will be fulfilled by the manufacturer before December 20th. Once we received it, it will just take a few days to prepare the package, and once ready, we will ship it right away. Then, tracking will be sent via email. Moreover, I requested if there was any way to expedite this shipment. I cannot give you any assurance on this however, I will do my best to ***** this request.

   

  Also, rest assured, this will be the only order delayed due to this process. You can expect all of your future orders to ship out on time. I truly appreciate your patience and understanding on this, *****! I will send an email to keep track of our conversation. For faster service, please give us a call at ************** between 9 AM and 9 PM EST, 7 days a week (excluding federal holidays), and/or chat with us on our website! Thank you!

   

  Best,
  ******

  Customer response

  12/20/2022

  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

  08/22/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Cancelled the subscription service through the email that was sent prior to sending the package. However, charged a couple days later and said the package was being sent even after cancelling. Called and asked if it the order could be cancelled but couldn't because it was already sent to their shipment center. Was told to return the package but the package was sent to an old address, called the apartment complex and haven't received word on the package even though the tracking number said it was sent. Still don't know where the package/order is and not able to receive a refund.

  Business response

  08/23/2022

  Hi ***,

   

  We appreciate you contacting us about this issue and taking the time to leave a review for us. We are sincerely sorry to learn that your interaction with us was unsatisfactory, and we share your dismay. We value having happy customers, therefore we'd want to take this chance to address this problem right away.

   

  We did check our records and found out that you have an account cancelled under Hubble contacts however, your Contactscart account is still active thats why our system automatically processed your order on July 29, 2022. Though Hubble and Contactscart are affiliated, we are still a different company with different processes since we don't have the same products. The frequency of deliveries is based on the type of lens you order. You can adjust your delivery schedule to suit your needs, and you can call us to cancel your subscription at any point before your next order is processed.

   

  But good news! As a gesture of goodwill in recognition of the time and effort, you spent I went ahead and process a refund and you should see the amount of, $99.98 refunded to the original card on file. Please allow 3 to 10 business days, depending on your issuing bank, for the refund credit to appear. We've sent you an email confirmation regarding the refund and your account is fully cancelled. Rest assured that there will be no charges moving forward. 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 contact us at ***************************** with the subject line "ATTN: BBB." Have a wonderful day!
  
  

  All the best,

  *******

• Initial Complaint

  08/02/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased eye contacts with contacts cart, only 1 time, and after 3 months they charged me again $92.99 for subscription that I supposedly made which I dont recall, I was going to try only to see if could manage the contact lenses, why would I subscribed to something for later on?? I filed a claim with the bank because I never approved, later on the bank said I made the purchase and took the money back, I never received the package, so I emailed contacts cart saying I never got it, they sent a new one but in the mean time I got an allergic reaction to my eyes and cant wear them anymore, I told them I need a refund, they completely refused to do it because the second package was a replace for the first one I never received, so cant use contact lenses and it looks like I wont have my money back either.

  Business response

  08/05/2022

  Hi *******,

   

  We are incredibly grateful that you took the time out to share your feedback with Hubble. We are truly sorry to hear about the negative experience you had with us and it wasnt our intention to disappoint you.

   

  We would like the opportunity to investigate your feedback further. However, we did check our records thoroughly and after additional investigation, we found out that you requested to cancel your order on May 12, 2022, on the same day that youre being charged for your order. Please be advised that your subscription will be automatically created once you have successfully placed your first order. The frequency of deliveries is based on the type of lens you order. The upcoming charge schedule is posted in the customer's account, as well as information on how to edit or skip orders in the schedule. Our orders are part of a subscription program, so we are prepared to be processed immediately after the charge is cleared. We are physically unable to cancel or pull back an order once it has been charged. The charge is authorized when you place the first order, can be adjusted at the request of the customer, and can be canceled via a simple email or phone call with our customer service team during our business hours, as stated on our site. On July 23, 2022, you sent an email to inform us that you file a claim to your bank since you did not receive the package, however, you requested a replacement through that email and one of our customer team members immediately process a replacement (Free of charge). On August 01, 2022, you contacted us after you received the package wanting to return the replacement order that we sent to you to have a refund.

   

  We totally understand that you did not have the best experience with our lenses and gesture of goodwill in recognition of the time and effort, you spent I went ahead and process a refund and you should see the amount of, $92.99 refunded to the original card on file. Please allow 3 to 10 business days, depending on your issuing bank, for the refund credit to appear. We also sent you a separate email regarding the refund and your account is fully cancelled. Rest assured that there will be no charges moving forward. 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 contact us at ***************************** with the subject line "ATTN: BBB." Have a wonderful day!

   

  All the best,

  *******
  
  

  Customer response

  08/08/2022

  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

  07/27/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Cancelled my account last year and was randomly charged for a contact subscription. Turns out it was just changed to a 300+ day supply refill schedule. I contacted them when the charge initially occurred because I have moved and my contact prescription changed over a year. I was told to contact them back if I couldnt personally obtain the item..sent to an old address. I contacted them back today, a month later, and was told a refund couldnt be issued but they could resend me an out of date contact prescription.

  Business response

  07/29/2022

  Hi *******
  
  Thank you for taking the time to write us a review and for getting our attention on this matter. We are truly sorry to hear about the negative experience you had with us and it wasnt our intention to disappoint you. But we feel fully responsible for what happened and for any inconvenience, this may have caused you, however, we can definitely help you with your refund request.
  
  

  We would like the opportunity to investigate your feedback further. However, we did check our records thoroughly and after additional investigation, We found out that there is no cancellation request coming from you, and our system automatically processed your order on June 17, 2022, since your account is still active. Please be advised that after your first shipment of contact lenses, Contactscart does become a subscription service if you don't decide to cancel - we make this information available on our website and during the sign-up process. The upcoming charge schedule is posted in the customer's account, as well as information on how to edit or skip orders in the schedule. Our orders are part of a subscription program, so we are prepared to be processed immediately after the charge is cleared. We are physically unable to cancel or pull back an order once it has been charged. The charge is authorized when you place the first order, can be adjusted at the request of the customer, and can be canceled via a simple email or phone call with our customer service team during our business hours, as stated on our site. Based on our records you contacted us on June 23, 2022, requesting to cancel your subscription however the package has been successfully shipped to the address that we have on file.
  
  

  But no worries, we have checked into this and confirmed that the refund has been successfully processed with one of our CX Teams and they also confirmed via email that your Contactscart account has been successfully cancelled. Rest assured that moving forward, there will be no charges. 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 contact us at ***************************** with the subject line "ATTN: BBB." Have a wonderful day!
  
  
  All the best,
  *******
  
  

• Initial Complaint

  07/11/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I ordered contacts on April 7,2022. I didn't get contacts sent to me till I called and emailed them on April 29th. On May 2nd I received the wrong prescription of contacts and notified Contactscart. I sent back the incorrect contacts and called the company with very explicit information about what was wrong and waited, I emailed the company several times and still no contacts. The third set wasn't sent till June 13th. Yet again the prescription was wrong. Here it is July 11th and still I have not gotten my correct prescription. I have asked for a refund of my money and they have refused to refund my money. I think I have been more than patient and find their business practices totally unacceptable. Each time I have contacted them They have stated that my contacts should be shipped within **** business days which has been a lie everytime. Then they tell me that my order is with a third party fulfillment department and that they can not process a refund. This is the WORST COMPANY EVER. Three months and I still do not have my correct contacts. I just want a refund at this point. I have many supporting emails to and from this horrible company.

  Business response

  07/13/2022

  Hi *****

   

  Thank you for taking the time to write us a review and for getting our attention on this matter. We are truly sorry to hear about the negative experience you had with us and it wasnt our intention to disappoint you. But we feel fully responsible for what happened and for any inconvenience, this may have caused you, however, we can definitely help you with your refund request.

  After we checked on the prescription that you sent on April 7, 2022, we found that the *** lens and (N) lens were not indicated on the prescription, and on May 02, 2022, you sent us an email with the photo of the contact lens that you received from us and you mentioned that they were supposed to be both *** lens and we greatly appreciate you for returning the product to us. We would like to inform as a gesture of goodwill in recognition of the time and effort, you spent I went ahead and process a refund and you should see the amount of, $207.98 refunded to the original card on file. Please allow 3 to 10 business days, depending on your issuing bank, for the refund credit to appear.

  We also sent you a separate email regarding the refund and your account is fully cancelled. Rest assured that there will be no charges moving forward. We 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 contact us at ***************************** with the subject line "ATTN: BBB." Have a wonderful day!

   

  All the best,
  *******

  Customer response

  07/19/2022

  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.

  Although they would not resolve the matter prior to me filing a complaint with the BBB. ContactsCart wasted 3 months of my time, without supplying me with the contacts I had ordered. I was very patient and do not recommend this business to anyone. I will go to a different source for my contacts. Their emails to me never resolved my issues. I do thank the BBB for helping me get my money back. 
  
  Sincerely,
  
  *****************
  
  
  
   
  

  
  

• Initial Complaint

  06/27/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Date of Transaction to send in return label tracking # ********************** I shipped back contacts they were received. Then I was confused who the actual company was: Contactscart, Vision Path, or Hubble Contacts? Wanted to cancel auto renewal, was told I couldn't, so they froze my account and have not been notified for the autorenewal notification and was charged the $109.98 today 6-25-2022. Would like my refund now thank you for your assistance.

  Business response

  06/27/2022

  Hi *********,
  
  We are incredibly grateful that you took the time to share your feedback. We apologize if there was any confusion regarding our company, Hubble Contacts is our sister company. Please be advised that, since are a subscription based company, we do not send notification prior to your next charge date. The customers were provided with access to skipping orders on their account page and changing the frequency of deliveries.

  After additional investigation, I can see that called in on July 12, 2021, requesting a refund for the returned package and we have successfully processed a full refund. Also, you request a cancellation of your subscription and before we cancel, we provide options to our customers if they wish to skip charges or change the frequency of their orders. In this case, you did agree to pause your subscription for 6 months and then the orders will automatically resume after that. No worries, as a gesture of goodwill in recognition of the time and effort you spent I went ahead and process a refund and you should see the amount of, $109.98, refunded to the original card on file. Please allow 3 to 10 business days, depending on your issuing bank, for the refund credit to appear. We also sent you a separate email regarding the refund and please be advised that your account is still active and the next charge date will be on December 20, 2022.

  We greatly appreciate your time and patience. Have a wonderful day! Stay safe always.

  All the best,
  ******* 

  Customer response

  07/05/2022

  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,
  
  ********* ****
  
  
  
   
  
  

*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. ↩