Complaintsfor1-800 Contacts, Inc.

• Initial Complaint

  02/12/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Called 1800Contacts 3 times providing explicit instructions for the carrier THEY chose to deliver my product to me. Paid for 2-3 day shipping. Today is the 4th day since I placed my order. I have called UPS several times myself, but am not the sender so am unable to provide permission for UPS to deliver my package correctly. On 2/10/24, I spoke with Bradley, who reassured me he called and provided the instructions, on 2/11/24 I spoke with a second female employee, who insisted e-mail was better, and today, 2/12/24, I spoke with a female employee and her manager, who have been incredibly condescending and insisting they have done all they can to assist. I informed them calmly that no, they did not, because I just spoke with UPS, who DO have contact with their delivery drivers, and can still re-deliver while they are on route today; however, because I am NOT THE SENDER, cannot change delivery instructions. Whomever the supervisor was at 1800Contacts condescended to me and said "So you think we have a direct line to UPS?" And I said yes, because I just called myself, and was able to do their job for them, but due to policy, only 1800Contacts has permissions to provide permissions. Despite going through 4 days of incredibly gracious and unpaid labor for 1800Contacts, and providing the solution FOR them, the supervisor continued to speak over me and insistedly refused to help, so I hung up. Every other carrier has gotten into our complex fine. The instructions I explicitly provided for their convenience was to enter Gate Code 04500, and while nothing will show up on the buzzer, they can pull the gate door hard and open the door, and if they had any issues, to call **********. They did not do either of those things, because if they had, they would have delivered it successfully. I paid for 2-3 day delivery. It is Day 4. 1800Contacts refuses to assist.

  

  Business response

  02/13/2024

  Hi ******,
  
  We are very sorry to hear about the experience that you have had in trying to get your contacts; this is not the experience that we would want you to have with us.
  

  It looks like your package was delivered today by UPS. To apologize for the inconvenience that you experienced, we have refunded the $9.99 shipping that you paid. You can expect that refund within 3-10 business days. 
  
  In hopes that you will give us a chance again in the future, we have left a credit of $25 on your account for your next order, please call or chat in with one of our associates and they would be more than happy to get that applied for you. 
  
  Please let me know if there is anything else I can assist with at this time. 

  Best,

  1-800 Legal

• Initial Complaint

  02/05/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I chatted online with someone to change the type of lenses I had, because the brand they had suggested, was awful and not working for me. They offered a discount and asked I mail the remaining lenses (10 lenses I had) back to them. I forgot about it, and never received a reminder that I would be charged for not returning them. I sent an email on 12/16/2023 when the charge went through that I did not authorize and had no idea it was happening until payppal let me know a charge came through for about $9, my account was almost empty and it overdrafted my account and I incurred a $20 fee. No one ever replied to my email until last week. The rep gave me some dates I was supposedly sent notification but I didnt get any of them, I check those dates in spam folder and nothing, Miraculously I got the email response when I reach out last week. They kept emailing me saying "lets get you taken care of" but avoided answering my question on getting refunded. I just lost my brother, I had a million things going on, and I was in the middle of a move and dont even know where the 10 lenses are. I explained that and they kept replying with the same generic email, when I asked to escalate it and said I would contact the BBB, they never responded again. I want my money refunded and I will never use this company again. I NEVER received any notification I was about to get charged. if I had I would have made sure to contact right away and this never would have happened!

  

  Business response

  02/12/2024

  Hi *******,

  First and foremost, we want to express our deepest condolences for the loss of your brother.

  Customer service is our top priority so we appreciate you bringing your concerns to our attention. We do not typically reimburse or refund overdraft fees, but want to take care of you this time due to your experience. We have processed 2 refunds for a total of $28.30, which includes the $8.30 charge for the unreturned lenses, and the $20 overdraft fee. These 2 refunds have been refunded through Paypal, PayPal can take up to 30 days to reflect on your account.

  Keep in mind, your lenses purchased from us are backed by our 100% guarantee which includes free replacements of damaged lenses, returns and exchanges to ensure that you are never stuck with lenses that you can't use!
  
  We appreciate you and look forward to helping you with your contact lens needs in the future.

  Best,

  1-800 Legal

• Initial Complaint

  01/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been trying to place a contact lens order. The first line employees are unable to assist me although I provided them with my name, address, date of birth and insurance card number. I have asked to speak with Lane a supervisor on 1/16/23 and placed on a long hold.

  

  Business response

  01/23/2024

  Hi ******,

  We are sorry to hear that you were having a hard time placing an order with the agent answering your call and the delay with reaching Layne. Customer service is our top priority so we appreciate the feedback. We followed up on your account and see that you were able to speak with Layne on January 18 and he sent you an order free of charge. 

  Please reach out if there is anything further that we can assist with. 

  Best, 

  1-800 Legal

• Initial Complaint

  01/05/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I ordered contacts with 2/3 business day delivery. I paid an extra $19.99 for it on 1/2/2024. I've received an email from the company stating my delivery is pushed from 1/6/2024 to 1/8/2024 and they are refusing to refund my extra shipping charge. I want that money refunded.

  

  Business response

  01/16/2024

  Hi *******,
  

  Customer service is our top priority so we appreciate you bringing your concerns about shipping to our attention. We show that you paid $14.99 for 2-3 business day shipping. Since the order was placed at 11pm MST on 1/2/2024, the shipping date would be 1/3/2024, and then arrive 3 business days (Monday-Friday) after that. Making the estimated time of arrival no later than Monday 1/8/2024. It looks like your order was delivered on Saturday Jan 6th. (Which is great since our carriers do not typically deliver our packages on Saturdays!). We understand that you had expected your order sooner, and apologize for any confusion on the shipping timeframes offered. We went ahead and refunded you for the $14.99 shipping that you paid and you can expect that refund within **** business days. 

  We appreciate you as a customer and look forward to helping you in the future. 

  Best, 

  1-800 Legal

   

• Initial Complaint

  12/16/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I contacted 1800 contacts advising I had a trade in of contacts that did not come from their business. They refused my contacts and said that I was the only person that had an issue with the return policy. The website clearly states they will take any contacts you have back, but when you call them they give you every excuse as to why they will not take your products. It is FALSE ADVERTISING. I even spoke with a manager who was just as rude about the situation. They both lied and said they would have the website updated, but they didn't. They have already been sued about bait and switch issues, but they are still doing it. I want my contacts to be accepted, as the website advises they will be. I am covering all grounds before it becomes a legal matter because they continue to lie about accepting ANY contacts that are not open, but they don't. The document attached shows a screen snip of there advertising. They are refusing several loose contacts and boxes. There are NO EXCEPTIONS listed on the page other than the contacts being open.

  

  Business response

  12/19/2023

  Hi *****, 

  We apologize the confusion and frustration you experienced trying to do a custom return of single lenses. As explained on the call, unfortunately we cannot buy back single lenses bought from other companies. We can only buy back singles bought through us. Thank you for bringing up the confusing policy online - we have passed your feedback on so that it can be reviewed and possibly clarified in the future. 

  We apologize again for the confusion and hope you will reach out if you have any other questions or concerns. 

  Best, 

  Legal 

  Customer response

  12/22/2023

  
  Complaint: ********
  
  I am rejecting this response because:  As stated in my other complaint, I had boxes of contacts that were rejected by your company as well. They shouldn't have been rejected based on your "guidelines".
  
  Sincerely,
  
  ********* *****

• Initial Complaint

  12/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have ordered from this company 3 times when I have been in a pinch and needed contact lenses quickly. I had never had a problem until..., I received a charge in my bank account for $790! An absurd amount of money to be taken out of my bank account, so I immediately investigated. I got on a chat with a customer service representative and was informed that I had signed up for a subscription service, which I had never done. I know this for a fact, as I get my contacts from elsewhere and only use this service if there is a gap in orders from my actual doctor. I never received any emails or notifications that I was signed up for this subscription until an order was already on the way. In fact, I get continuous emails asking me to place another order. So nothing about this adds up. I was then told by the representative it would take 3-4 weeks to get my money back! I am still waiting, and this is no small amount of change being held up. I find it ridiculous that I was signed up for a subscription without my permission. Also the representative never apologized and was rude to me as I was expressing my concerns being out of this significant amount of money for WEEKS! They then told me I could log in once I personally shipped back the box to initiate the 10 day refund process. When I did this, I was told that information was wrong and I still need to wait weeks for the money. Seems like to company doesn't have a care. I am immensely frustrated and disappointed.

  

  Business response

  12/19/2023

  Hi *********, 

  We sincerely apologize for the frustration you've been experiencing with your return. I checked the tracking of the contacts your returned to us, and it looks like we received them at our warehouse yesterday. The refund for the shipping was processed, and I reached out to the call center to ensure they get the refund for the returned contacts submitted and processed as well. 

  Unfortunately, there isn't too much we can do to speed up the process of you getting the money back to your card because it has to go through the bank and/or card to get back to you. The hope is that it won't take the full estimated time and gets back to you sooner, but we do give you the full time just in case it does take longer. 

  If you have any other questions or concerns about your return, please feel free to reach out to our amazing customer support team and they will help you in any way that you need. 

  Again, we apologize for the frustration and inconvenience you've experienced. We hope this helps give you more information to help you resolve the situation.

  Best,

  Legal

• Initial Complaint

  12/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I called **** contacts today and tryed to order contacts. I got a call from a supervisor that I didn't request a call from with a nasty tone on the line telling me I have no insurance benefits etc and about me calling in. She wasn't professional. I have the right to call in and I do have out of network benefits and in network benefits she told me I have no insurance she was being racist I even confirmed with my insurance I do have benefits. I would like that call pulled from 12/13/23 and a response from **** contacts I've been a customer over 20 years and haven't ever had this issue then she told me were choosing not to do business with you I called in wanted to speak to a hire up and put complaint in and they wouldn't let me I want that decision reversed and the supervisor coached she was in the wrong for co.ing at me with attitude telling me I had no benefits when I do out network and in network.

  

  Business response

  12/19/2023

  Dear *******, 
  I wanted to address your recent inquiry regarding our decision to discontinue our business relationship. We take all customer interactions very seriously and strive to provide a positive and respectful environment for both our customers and our dedicated team of agents. Our commitment to providing exceptional customer service also extends to ensuring that our team members uphold the highest standards of professionalism and respect in their interactions with customers. It is never our intention to be rude or discriminatory to any customer, and we deeply regret if you felt that way during your interaction with our supervisor. 

  While we regret any negative experiences you may have had, we made the difficult decision to end our business relationship based on the nature of the conversations had with call center agents. 

  Thank you for reaching out, and we appreciate your understanding of our commitment to a positive working environment.

  Best,

  Legal 

   

• Initial Complaint

  11/21/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I placed an order for contact lenses with 1800-contacts on 9/24/23 via an online chat. I was quoted and agreed on a price of $732.87 with a $180.00 mail in rebate by their agent ******. I inquired via chat regarding completion of the rebate form with their agent ***** on 9/26/23. ***** told me that a $180.00 rebate is accurate and valid, just on the form it defaults to $0 since there isnt an option on it for a price match. I have screenshots of both of these conversations. They cannot be uploaded due to size.I contacted 1800-contacts via their online chat on 11/21/23 regarding status of my $180.00 rebate and am now being told that those agents were incorrect and that $180.00 was taken off the price, and that brought it to $732.87. They will not honor their agents, even when I shared the screenshots with them. I feel like I have experienced a bait and switch. The final price of $732.87- $180.00 is why I ordered from 1800-contacts. I am only asking for what was quoted to me.

  

  Business response

  12/01/2023

  Hi ******, 

  We are so sorry for the frustration you experienced with your rebate. I looked into your account and it appears that a rebate check for the $180 was approved to be sent to you to honor what you were promised. It is not your fault you were given the incorrect information. There is a note on your account that the check was issued on 11/28/2023 and should get to you 2-4 weeks from that date. If 4 weeks go by and you haven't seen it, please reach out to customer support and they can help track it for you. 

  Please let us know if you have any questions or concerns. We apologize again for the confusion and frustration that was caused. 

  Have a great Friday and an amazing weekend! 

  Best, 

  1-800 Legal 

• Initial Complaint

  09/09/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I ordered on Thursday anfternoon and used their expedited shipping that says it will arrive within 24 hours. On Saturday after our mail and packages from ups arrived with no contacts I did a shipping track and saw they were in salt lake. I contacted via text the customer service who was very rude in text. Informed me my order came in past their close (guessing east coast) so they would not arrive until Monday. I brought up that not only was Friday shipping day if it’s one day. But also, we got shipping on Saturday and Sunday here. I asked for a refund of my one day shipping. I mentioned that I would’ve done three day shipping if I wanted it on Monday. The customer service person informed me I wouldn’t receive until Wednesday. I finally said they just cancel the whole order and I order from someone else. He had a ruptured me and said he was in the middle of doing my shipping refund, but he would just refund the total amount instead.. since he had never told me, he was going to refund the shipping, how would I know that’s what he was doing? Now he’s sending me a label and forcing me to return the contacts that I don’t even have yet. Horrible customer service. No effort at all to save the customer and I’ve been ordering contacts for many years through one 800 contacts. I will never use this company again.

  

  Business response

  09/15/2023

  Hi *****, 

  We apologize for the miscommunication that occurred while trying to resolve the shipping concerns for your order. We will not force you to return your contacts unless you are hoping to receive a full refund for the order. If you would like to keep the contacts, please do so and reach out to customer support about the refund of shipping and they can help you proceed with that. 

  Again, we apologize for the frustration you experienced. We do our best to ensure our customers are taken care of and have a great experience working with us. 

  Best, 

  Legal

  Customer response

  09/18/2023

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

• Initial Complaint

  08/23/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I completed a "buy back" with ***** contacts where they said they would refund me for contacts I sent back to them on 06/13/23. I had done this before and it was a pain because they insist on trying to complete a refund to an old card on file which doesn't exist anymore. Then you have to wait for the card to reject and THEN they will manually issue you a check. This doesn't really make any sense from a business or operational standpoint-- but given this was the process for the other 2 buy-backs I completed, I went with it and those other 2 times, I received checks for the contacts I sent back to them. This time, there as a last set of contacts in the amount of $11.16 I sent in and I realized I never got a check from them for the contacts. I just recently emailed them back about the outstanding balance on 08/22/23 and they said that the transaction settled on the card that was on file. I told them I don't have this card because as I have been mentioning, the card in question was an account that was closed years ago. I have no idea as to the card number nor do I have any idea who the issuing bank for the card is to even contact them. They insist my issue is with the bank-- but won't tell me what bank it is or provide me with the card number. They stated it is a mastercard and while I have tried to contact mastercard, they won't talk to me without a card number. This whole thing is insane. I know this isn't over a large amount of money, but when you tell a company they can't refund an account because it is closed the fact that they insist on doing so makes no business sense. Why they are following such a practice is beyond my comprehension. I am now out contacts and money and have had to deal with the most non-sensical exchanges where *****-Contacts absolves themselves from any responsibility. Reputationally, this is completely damaging and I don't know why they would conduct themselves in this manner. I am able to share all documentation for this issue.

  

  Business response

  08/24/2023

  Hi ****, 

  We apologize for the frustrating experience you've had getting refunds for the contacts you sent in. The credit department found that the $11.16 was returned to a flex benefit card. Since those funds are most likely lost, we can get a check refund issued to you. Please reach out our customer support and they can help you get that set up. 

  Again, we apologize for the frustration and inconvenience. 

  Best, 

  Legal 

*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. ↩