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:01/27/2025

  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 am out of town three hours away from my home state I had my last pair of contacts in and they ripped so I looked uphow to order contacts. I uploaded my prescription on there. They accepted it even though it was expired. They accepted it and took $128. It was a lot more expensive more than I wanted to spend, but if I got my contacts, Id be happy ever since from the timeI ordered them and they took my $128. I get a text stating theyre verifying it with my doctor but no matter what no matter what that if my doctor did not verify they definitely would ship it on Monday which today is Friday and last night was Thursday. . I paid $20 of that $128 to ship it in one day again. I did not mind paying that because Im three hours away and Ihave no contact and cant see. I receive so many texts from them but the last one they told me, they said no matter what if they get it verified from my doctor they will definitely ship no matter what on Monday Now from the time I woke up this morning Im receiving messages that they cant ship them because the doctor didnt verify it and that my money would take 5 to 10 business days to go back on my card now Im stuck with no contacts cant see and cant get home . This site is complete. They should have never ever taken my money knowing that prescription was was expired they shouldve waited until it was verified then took my money but instead they did the opposite and theyd lied to me over and over. This is bad business. That site should be shut down. They dont mention anywhere if your prescription is expired. Well have to verify before we take your order, but instead they took $128 knowing my prescription was expired now I am totally screwed. Im upset. Im livid and dont know what Im gonna do this site should be shut down or should be changed if a prescription is expired. They should not complete that order until it is!!! this is not how you do business. Now I dont have $128 and cant go back home and I have important appts

  

  Business Response

  Date: 01/29/2025

  Hi *****,

  Thanks for reaching out. **************** is our number one priority, so we want to make this right. Contact lenses are considered a medical device, meaning we need a valid prescription or verification from your eye doctor before sending them to you. Because we hadn't received verification from your doctor, we held the order as a pending authorization. We do not charge your card until the order has shipped, meaning it has gone through verification with your doctor, and is ready to go. That pending authorization will drop off shortly. Once you're home, we do offer the ExpressExam to renew your prescription! If you have any further questions or concerns, please give us a call at ************. 

  Thanks,

  1-800 Contacts Legal Team

• Initial Complaint

  Date:01/11/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I **** to their site looking to purchase contacts. When I searched for the contacts I was looking for I saw the ones I needed listed for ***** a box. I selected to boxes and while attempting to check out a pop up came on my screen offing me 30% my purchase if I entered my my and accepted advertisement from them. I signed up but at check out there was no 30% discount. I contacted them through chat and twice an agent told me they were adjusting the price but I kept ****** kicked ut of the chat so I called in. I was told by the agent and supervisor that the discount was the advertised price. I explained how this was a scam to trick customers into allow them to collect consumer data probably to sale it or spam customers with emails. While on the phone I used 3 different browsers on 3 different devices and searched thier website for my contacts and each time the price showed as ***** a box and after adding them to my cart I got the popup for 30% off which never applied to the total. Its a scam and very deceptive.

  

  Business Response

  Date: 01/13/2025

  Hi *****,

  Thanks for reaching out! **************** is our top priority, so we want to make this right. We have submitted that $159.59 refund for you, which you should see back on your card shortly. If there's anything else we can do to help, please give us a call at ************. We are always happy to help!

  Thanks,

  1-800 Contacts Legal

  Customer Answer

  Date: 01/18/2025

   
  Complaint: 22798993
  
  I am rejecting this response because: There was no resolution the manager didnt care either.

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

  

  Business Response

  Date: 01/21/2025

  Hi *****,

  
  Thanks for reaching out. We're sorry for the confusion with your order. The original price is on our website in black, and the 30% discounted price is in green. Your order included that 30% discount. We do our best to make sure the website is easy to understand, but apologize again for the confusion you experienced. Your full refund was submitted, but if you have any other questions or concerns, please let us know at ************. 

  
  Thanks,

  
  1-800Contacts Legal Team

• Initial Complaint

  Date:01/11/2025

  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.

  Mid December 2024 I spoke with 1800Contacts and let them know my perscription had expired and will not be valid for several weeks. On December 26 2024 1800 Contacts processed an order for lenses without a valid perscription. I immediately contacted them, they sent a return label and have received the lenses as of 1-10-2025. I have contacted them and they are not forthcoming with the refund owed. This order should have never been processed. 1800 Contacts made an error and I need the refund now not in 3 weeks.

  

  Business Response

  Date: 01/13/2025

  Hi *****,

  Thanks for reaching out to us! **************** is our number one priority, so we want to make sure we make this situation right. We received those contacts today, and submitted that $201.36 refund for you. You will receive that shortly. If there's anything else we can do to help, please give us a call at ************. We are always happy to help!

  Thanks,

  1-800 Contacts Legal

• Initial Complaint

  Date:12/18/2024

  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 contacted ***** contacts about a question and the representative was more than willing to help and even offered a refund for contacts not used. She sent me a return label etc. I checked with her more than 1 time that the refund would go to my new bank account as I no longer have that account open. She said yes and even went and checked and said yes again. The refund never came and was sent out to a bank account they fully knew was closed. I had to wait 2 weeks then called the bank to verify the in formation they already knew. Then said they could only send a check and now are telling me it could be up to another month but yet they claim they sent it out 8 days ago! Over 2 months I dont think so.

  

  Business Response

  Date: 12/18/2024

  Hi *******,

  Thanks for reaching out! I'm so sorry to hear about the confusion concerning your return. I checked on your account, and see that we sent you a check for $67.35 on the 10th for those contacts. If you have any further questions, please give us a call at ************.

  Thanks,

  1-800Contacts

• Initial Complaint

  Date:12/12/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Paid for contacts while waiting on a doctor approval. 1800contacts sent me contacts that were for a glasses prescription and now have scratched my eye. They did not do their job and now I am out money and have damaged my eye. They knew it was not the right prescription and sent it anyway. I will pursue legal action if they do not fix this!

  

  Business Response

  Date: 12/12/2024

  Hi ****,

  Thanks for reaching out! We're sorry to hear about the confusion concerning your order. I took a look at your account, and see that a refund was submitted on Tuesday this week. You will see those funds back on your card shortly. If you have any further questions or concerns, please reach out to us at ###-###-####.

  Thanks,

  1-800 Contacts

• Initial Complaint

  Date:12/03/2024

  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 purchased contact lenses back in *********************************************************************************************** my refund. The employee stated that it will take 3-10 business days to get the money back into my bank account. So I kept on waiting and I still haven't received any refund so the second time I contacted them they said that I don't have a "payment method" in the app so then I added it to their app and they mentioned that I'll get my refund. A week passes by with still no refund so I reached out to them again and they said that my refund was already issued and to contact my bank so they can release the refund, however, the bank said that they can't release anything because there is no money from the company. So one of their employees contacted their credit department and said that they settled the refund on November 19th and to show the bank the information that the credit department gave ***** Contacts. The total refund is $458.35.

  

  Business Response

  Date: 12/05/2024

  Hi ****,

   We're very sorry to hear about your frustration with returning your unused contact lenses. Unfortunately, we aren't able to find an account under the email or phone number that was provided. Do you happen to have your customer ID so we can look into the return information?

  Thanks,

  1-800 Contacts

• Initial Complaint

  Date:11/23/2024

  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.

  A rebate is advertised for orders. I have placed 4 orders in 2024, spending over $1500. I filled out the rebate forms for two orders and sent them in. I received an email letting me know the forms were received. I received another email letting me know the rebates had been approved. I never heard anything else from this company. I think the rebate advertisement is false and misleading. This company does not make it easy to file for rebates and does not honor their commitments, i.e. sending out rebates.

  

  Business Response

  Date: 11/26/2024

  Hi ****,

  Thanks for reaching out! I'm so sorry for the confusion concerning your rebate. I have submitted a $25 refund in place of that rebate for you. You can expect to see this refund on your card in 3-10 business days. If you have any other questions or concerns, please let us know at ************. 

  Thanks,

  1-800 Contacts 

  Customer Answer

  Date: 11/27/2024

   
  Complaint: 22596964
  
  I am rejecting this response because:

  I placed two orders and sent in two refund requests. I am only receiving one $25 refund. 
  
  Sincerely,
  
  **** ******

  

  Business Response

  Date: 12/02/2024

  Hi ****,

  I'm terribly sorry for the confusion on our part. I've submitted that $30 refund for the rebate on order #**********. You will receive that refund shortly. Please let us know if you have any other questions or concerns at ************.

  Thanks,

  1-800 Contacts

• Initial Complaint

  Date:11/22/2024

  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 had contacted 1800 contacts by phone and email about a buyback program for unopened contact lenses purchased from them. The agentsonline and every agent I have phoned into has stated I would be receiving a check in refund for purchased lenses that were sent back to them. I had been checking for my refund now the supervisors and agents are refusing to send my check and also if what they are stating refusing to send back my contacts. They are having not good practicers and also have refused to corp[orate with me to find a solution. The lenses were unopened lenses in replace of damaged lenses they provided to me. I would lie an apology as well they are misleading.

  

  Business Response

  Date: 11/25/2024

  Hi ******,

  Thanks for reaching out. I'm so sorry to hear about the confusion with your refund check. I checked on your account, and see that one of our supervisors has submitted that check. You can expect that $48.66 refund check soon. If you have any questions or concerns, please feel free to reach out to our customer service team at ************.

  Thanks, and have a great day!

  1-800 Contacts

  Customer Answer

  Date: 12/01/2024

   
  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. I have been told after I had required Bbb help in resolving this matter that my check is in billing department. I will follow up on Monday to assure my check WILl be mailed out.
  
  Sincerely,
  
  ****** *****

  Customer Answer

  Date: 01/02/2025

   
  Complaint: 22593016
  
  I am rejecting this response because:Hello my name is ****** ***** and I had filed a  complaint agasint 1800 contacts and i closed the disopute thinking they were resolving the issues but they have not issued my refund and it had been well off three mothns since you had contacted them can i reopen the case and have you contact them again I can be reached at **********.
  Sincerely,
  
  ****** *****

  

  Business Response

  Date: 01/07/2025

  Hi ******,

  Thanks for reaching out. We strive to make customer service our top priority, and will do everything we can to make this right. Taking a look at your account, we see that our credit department is sending out a new check. It looks like the one we sent before was lost in the mail, but we want to make this right. You can expect your new check for $48.66 in about 2 weeks - we've found that's how long **** takes to deliver letters. If you have any questions or concerns, please give us a call at ************. 

  Thanks,

  1-800 Contacts Legal Team

  Customer Answer

  Date: 01/14/2025

   
  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.
  
  Sincerely,
  
  ****** *****

• Initial Complaint

  Date:11/17/2024

  Type:Billing 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.

  The last charge I was shown before checkout was only supposed to be $106.76. I then see that you added extra charges without informing me what it was for! That is not good business and I hope you guys get shut down for basically STEALING my money! You don't explain any extra charges and just take extra money! I am absolutely livid about this. I don't want service with this company. This is straight up stealing from customers

  

  Business Response

  Date: 11/18/2024

  Hi Alizaya,
  
  We're very sorry to hear about your frustration with ordering your contact lenses. Unfortunately, we aren't able to find an account under the email or phone number that was provided. Do you happen to have your customer ID so we can look into the order?
  
  Best,
  1-800 Contacts Legal

• Initial Complaint

  Date:10/06/2024

  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 tried to place an order multiple times tonight with three different cards and all of them got placed on a fraud hold. I highly doubt its an issue with my bank and more so suspect its an issue with ***** contacts - either their website, e-commerce, etc. Especially as this has never happened before when Ive ordered through them. I recommend they look into this.

  

  Business Response

  Date: 10/07/2024

  Hi *******,

  Thanks for reaching out about your concern. We have locked your account to avoid any fraudulent activity. We are happy to remove this lock if you'd like to place an order for contacts. 

  If you have any further questions or concerns, please reach out to our customer service department ************.

  Thanks,

  1-800 Contacts

  Customer Answer

  Date: 10/08/2024

   
  Complaint: 22388343
  
  I am rejecting this response because: please remove the fraud lock on my account as I need to order contacts. My issue isn't that I was experiencing fraud - it's that y'all or my bank (no idea which) keep putting a fraud lock on any cards I try to use. I've tried my HSA, debit card and credit card - all got put on a fraud lock even though it was me using them. If they weren't put on a fraud lock, I got an error message saying either payment failed or payment information incorrect (even though it was entered correctly). Using your chat feature got me nowhere.

  Thank ***************************

  

  Business Response

  Date: 10/11/2024

  Hi *******,

  Thanks for reaching out. I'm sorry for the confusion on our part. We have removed that fraud hold from your account. If you have further questions, please reach out to our customer service team at ************

  Thanks,

  1-800 Contacts