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:11/14/2023

  Type:Product Issues
  Status:

  ResolvedMore 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 contacts from WebEyeCare in September 2023. I ordered two boxes of 90, one box for each eye. When I received the contacts, the right eye came in a 90-count box and the left eye arrived as 3, 30-count boxes. I opened the box for the right eye and one of the 30-ct boxes for the left eye and realized before I put them in my eye that the prescription was wrong. Upon further investigation, I realized that the optometrist was to blame for the incorrect prescription. There was much back and forth between WebEyeCare and my optometrist, and I finally came to an agreement that the optometrist would exchange the one opened box of 30 for the correct prescription through their contact rep, since I could not return it to WebEyeCare because it was opened. The other two boxes of 30, they called WebEyeCare and spoke with ****** about, who told them that they would make an exception for their policy that states, "90 packs being returned or exchanged MUST be the full 90 pack - unopened, undamaged, and unwritten on." I even confirmed via email (in writing) that the policy would be waived in this case since I already had returned one 30-pack to my optometrist. The response was, "We can exchange the 2 boxes as long as it was sent in just 30 packs we do verify this with our warehouse." I went through the trouble and expense of returning 2, 30-packs to the company and hadn't heard anything for a while. When I tried to confirm receipt, they told me that "We received your return, however you sent back different items than you ordered." I sent back the exact boxes that I received from the company. Now, I have spent countless hours emailing and on the phone with WebEyeCare and my optometrist, simply trying to exchange one prescription (unopened, undamaged, and unwritten on) that I ordered in a 90-pack but received in 3, 30-packs. No one there seems to understand or be able to help and it is beyond frustrating. I am currently on a waiting list for a supervisor to call me back.

  

  Business Response

  Date: 11/21/2023

  Hello ******, 

  Thank you so much for reaching out. We do apologize for any confusion or inconvenience regarding this exchange process.
  
   Our records indicate that we are attempting to place the exchange for you, however, we need the updated Rx from your eye care provider. An attempt to obtain the new prescription was made yesterday however we were unable to reach your doctor.
  
  If you have a copy of the updated Rx with the correct prescription listed, please send that to [email protected] with the subject line Attn: Exchange Department & your order number.
  
  Please let us know if you have any additional comments or concerns regarding your order exchange. 

  Customer Answer

  Date: 11/24/2023

  The business resolved the issue by sending me the product for which I was trying to exchange.

• Initial Complaint

  Date:08/30/2023

  Type:Product 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 do not stand behind their products. I got a box and every third or fourth contact is defective, and they told me tough luck, contact *****. Alcon doesn't guarantee products unless purchased directly from them, so essentially Webeye care can send you a janky box with torn contacts if they want and not offer any refunds.

  

  Business Response

  Date: 09/07/2023

  Hello.

  We do apologize for any miscommunication. We have shipped out 30 replacement lenses per eye for the 6 defective lenses you received. For any additional replacement lenses, the manufacturer requires defective lenses to be reported directly to them for quality control before replacements can be sent. 

  Please understand that at this time we have done all in our power to ensure the defective lenses have been replaced. 

  For additional assistance, please reach out to our customer service management team at [email protected] or via phone at ************** and reference your order number.

• Initial Complaint

  Date:06/08/2023

  Type:Delivery Issues
  Status:

  ResolvedMore 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 placed an order for contacts with the company on 5/6/23 (Order #********). After depleting the contact supply I had on hand, I opened the contacts I recently received from WebEyeCare. I noticed they sent me the incorrect contacts on 5/23/23 and contacted their customer support to have the contacts replaced. They would not replace the product they sent me in error until they received the incorrect product back to them. I shipped the contacts back to them via *** on 5/26/23 and their customer support confirmed they received them on 5/30/23. It is now 6/8/23 and I still have not received the correct contacts back from WebEyeCare. I have attempted contacting their customer service twice (6/5/23 and 6/8/23) and they have not responded. In the meantime, I ran out of my supply of contacts and I had to purchase contacts from another company.

  

  Business Response

  Date: 06/08/2023

  Hello. We do sincerely apologize for the less-than-ideal experience you've had so far.

  Typically, this situation does not occur, however, it appears that there was a packing error with the original order. Unfortunately, our policies do indicate that credits, refunds, or exchanges will only be issued after your returned package is received and processed.

  Our customer service management team has been alerted to the communication complaint surrounding your order and will be investigating your order's touch points.

  Your replacement package of the correct lenses has been shipped out. Tracking for the replacement package was sent to you on 6/5/2023 which you replied to asking for an update. At this time, the only information we have from the carrier is listed through that tracking link. 

  We do appreciate your feedback. Thank you for reaching out to WebEyeCare.

  Customer Answer

  Date: 06/15/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********.  The response was not satisfactory because the company did not explain why it took them so long to ship the contacts.  They received the return box on 5/30/22 and the correct box was not shipped out until 6/2/23.  It was their error and there was nothing done to compensate their error.  They did not ship it out with high priority shipping or make a credit adjustment due to the error. In fact they made me purchases contacts from another company because I ran out of my supply due to their error.
  
  Regards,
  
  *************************
  

• Initial Complaint

  Date:06/01/2023

  Type:Product 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 was shopping around for contact lenses on May 19th and added my contact lenses to my cart on the WebEyeCare website. Later, they sent me an email offering me a $10 discount, based on my shopping cart, for completing my order. I took them up on their offer and placed my order on May 21. However, WebEyeCare switched the discount to only $2. I emailed them about it, and 2 days later they responded with an unhelpful canned response, basically saying that they are refusing to honor the discount they sent me. I responded right away, requesting that they cancel my order if they are unwilling to honor the discount they solicited me with. No response. Two days later I sent them another (reminder) email requesting a response. They finally responded today, a week and a half later with the same canned response from the same bot as before. Since they decided to ship my order, the only option they have left is to refund me the discount amount they promised.

  

  Business Response

  Date: 06/06/2023

  Hello. Thank you for reaching out. At this time, no additional discounts or refunds can be offered on your order.

  As explained via email, the product ordered was purchased at a promotional price and does not qualify for the discount requested. The email offer being referenced clearly states the offer's limitations in the disclaimer (actual email from customer attached & sample shown here). 

  The correspondence with a team member reiterated this to you and explained why the $2 offer was able to be redeemed instead.

  Again, we do apologize for any misunderstanding, however no additional discounts can be provided on this order. 

  Thank you!

  Customer Answer

  Date: 06/15/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:

  The business sent me a TARGETED email. As can be seen in the email THEY sent "YOUR OFFER.." and "...your cart". Why send me a targeted offer that doesn't apply to me? I did not use any other offer - I clicked through ******* Additionally, they added a whopping processing fee of 30% ($31.14 on a $103.80 order) in order to negate the supposed "discount". Finally, and most importantly, I emailed them to cancel my order if they choose to not honor the offer they sent me. As they chose to NOT to cancel my order, they chose to honor the offer they sent me- which they didn't do either. Bait and switch turned into a scam.
  
  Regards,
  ***** *****

  

  Business Response

  Date: 06/29/2023

  Hello, 

  We do apologize for any inconvenience however, we will be unable to honor the discount requested as the final product purchased does not qualify for the discount as stated in the email's disclaimer. 

  By the time the cancelation request was received (5/24/2023), your order was already processed with our shipping department and was unable to be stopped which can be seen in the tracking information on the carrier's website here (5/22/2023).

  If you wish to return any unopened, undamaged, unwritten on boxes of lenses in like new condition for a refund, please let us know and we will have instructions emailed to you.

  Customer Answer

  Date: 07/05/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:
  It takes the company a few days, and reminders before they respond to emails. They chose to ship the order even though there was a reported issue. Even at that point, they can have the package return to sender while it's still en route. I reported the problem in a timely manner and the company ignored the issue and decided to ship the order anyway. That's on them, not on me.

  The company is now trying to buy time by requesting that I go through the whole rigmarole of returning the order. Considering their sketchy practices till now, I cannot trust that they will refund me appropriately when they receive the return, so returning the order is not an option. They have my money and are now trying to get the items back so they can resell them.

  I think at this point it's fair to say that they have wasted a considerable amount of my time, which they aren't paying me for, so if they choose to not resolve this matter, my only choice is to take it up with my credit card company.
  
  Regards,
  
  ***** *****

  

  Business Response

  Date: 07/21/2023

  Hello.

  While we're sorry to hear that we've been unable to accommodate your requests to your satisfaction, we are unable to offer any additional refunds or apply larger discounts to your already promotionally priced order. 

   At this time, since no resolution can be found, we will be closing out this case on our end. If a chargeback request is received, we will proceed accordingly. 

   

  Customer Answer

  Date: 08/24/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:

  The business is refusing to resolve the issue, and they continue with their bait and switch thieving marketing practices. 
  
  Regards,
  
  ***** *****

  Customer Answer

  Date: 09/13/2023

  I'm confused, how did this get switched around to becoming my fault? How have they addressed the issue- I must have missed something? 

• Initial Complaint

  Date:03/27/2023

  Type:Delivery Issues
  Status:

  ResolvedMore 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.

  Regarding order #******** placed on 5/19/22. I paid for and received two boxes of contact lenses for a total of 12 contacts, or 6 pairs. However, upon opening one in January 2023 I discovered that it was empty. If one lens is missing, it might as well be two, because you can only wear them in pairs. I messaged the company and was assured a replacement would be sent to me. I'm still waiting. I sent a message to them recently to follow up and got no response.

  

  Business Response

  Date: 03/27/2023

  Hello, 

  We do sincerely apologize for any inconvenience caused. Our customer service management staff has been alerted to the issue that occurred in January for quality and re-training purposes. It has been confirmed that the request for a replacement lens has been sent to the manufacturer as of today, Monday, 3/27/2023, and tracking information for that replacement will be sent once it's received. 

  For any additional assistance, please email our customer service team at [email protected] or call at **************.

  Thank you!

  Customer Answer

  Date: 04/25/2023

  Better Business Bureau:
  
  This response message took a MONTH to reach me?!

  Other than that, I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I did finally receive a replacement, although it was sent to the wrong address because no one bothered to confirm it.

  Regards,
  
  ***********************

• Initial Complaint

  Date:02/10/2023

  Type:Product Issues
  Status:

  ResolvedMore 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 used this company for the first time to order contact lenses and received the wrong power for my prescription. I was due to receive a negative power and received a positive one, which in essence means I cannot use it. I received the contacts in Dec. 2022 and just yesterday, February 9,2023 went to use them. I proceeded to put them in and could not see. I’ve been wearing Contacts since I’m 18 years old and this has never happened. I was afraid. I immediately went to my eye doctor and he told me that I was given a positive power prescription and not a negative so it made sense that I could not see out of them. I contacted the 888 customer service number for WebCare this morning February 10 and was told that it was my mistake and there was nothing they could do about it. I told them that I could only see the invoice that was sent with the boxes that were sent matching the positive on the invoice to the positive on the box but that doesn’t mean that that’s what I entered. The woman at customer service told me that I did enter the positive. I found that hard to believe since I was reading my old prescription lens box as I was placing the order which clearly said negative. I was also told they only have my dr’s office 8 hours to confirm the prescription. Not a lot of time. I’ve worked in customer service before and there was always a resolution to be had to help the customer get through an error. Again I have to believe it was my error but I am not convinced that it was as I could not see what I entered. I was upset that I was not offered either a discount on placing new ones they just wanted me to eat the charge and keep the lenses because the box was open and offered me no resolution whatsoever. I told them I thought that was a terrible way to handle a new customer and that I would file a complaint and so I am. I would like to hear from the company if there is another way they can handle this to help get me the correct contacts. Thank you.

  

  Business Response

  Date: 02/10/2023

  Hello. We do sincerely apologize for the less than ideal experience youve had. It appears that your order is currently being reviewed by management for an alternate resolution and a customer service manager will be reaching out to you.
  

• Initial Complaint

  Date:01/26/2023

  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 contact lenses from WebEyeCare on January 10, 2023. Order number is: #********. On January 17, 2023 I received an email saying the lenses were backordered and they would not be send until Febuary 6 or later. I called to cancel the order. I received no confirmation that the order was cancelled. I used Chat and Email to again try to cancel the order and get a refund. No confirmation that the order was cancelled. Today January 26 I am told that I cannot cancel the order (that has not yet shipped), but I can return the order for a refund less restocking fee of 25% when I get the lenses sometime after February 6. This is just wrong. The lenses are backordered and have not shipped. They expect me to return them sometime after they are shipped if I want a refund (less 25%). I don't want the lenses (don't ship them). I want a full refund.

  

  Business Response

  Date: 01/26/2023

  Hello. We do sincerely apologize for the delay in your order. Due to restraints in our warehouse's system as well as a global supply shortage, some orders are taking longer than others to fulfill and we have advertised this as such on the product pages (see attached.)

  All that being said, your order has shipped and tracking information should have been sent to the email address on file. If you do choose to return the lenses, we will issue a full refund to your account upon receipt of the returned items.

• Initial Complaint

  Date:11/14/2022

  Type:Delivery Issues
  Status:

  ResolvedMore 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 placed an order and paid extra for 2 day expedited shipping. My order took 5 days to arrive and they are refusing to refund a portion of the shipping. They are lying and saying that my prescription was not verified in time when I have a text from their company proving that it was. Theyre saying my prescription wasnt verified until 5pm, and it was verified at 1:36. Their cutoff for expedited shipping is 2pm. I should not have been charged for expedited shipping

  

  Business Response

  Date: 12/06/2022

  Hello ********, 

  We sincerely apologize for any inconvenience you've experienced during your order being placed & shipped. While we do have processes in place to prevent what happened from occurring, it appears that not all of them were implemented this time. We have alerted management to the issues you encountered to ensure a better, more effective process is put in place to prevent this from happening again.

  In regards to your order, a refund for the expedited shipping has been issued. Please allow 1 - 3 business days for the funds to reflect as a credit in your account. 

  Thank you again for bringing this issue to our attention. We look forward to assisting you with your next eyecare order. 

  Customer Answer

  Date: 12/12/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  ***********************************