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:09/11/2024

  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 submitted an online eye exam via the 1-800-Contacts website, per their prominent advertisement to speed up my ordering process, carefully following the instructions as they were prompted to take photos of my eyes. The instructions noted to take photos while taking my current contacts. Upon placing my contacts, I had trouble putting on my left after getting an eyelash stuck under my eyelid. This caused some temporary redness. Without any warnings or disclaimers that I should wait for any redness to completely subside, I proceeded to take the photos as the website prompted. I completed the exam and 1-800-Contacts charged my card $20 (as Vision RX PC). Within a few hours I received a notification that my order had been cancelled and I had been deferred to a local doctor visit (at my additional cost) due to "Redness in left eye". When I contacted customer service, they told me results were final, and I would have no opportunity to speak with the doctor or change the result of the exam. Had the website and instructions been clearer, I would have waited 20 or so minutes for the redness to clear. I incorrectly assumed a doctor would be able to tell the difference between common irritation, stemming from inserting contacts in the morning, and an actual medical problem. Moreover the process should allow patients to resubmit pictures that the doctor finds unclear. 1-800-Contacts process is predatory, prominently advertising how easy it is to get a prescription renewal while making no attempt to inform the customer about how easy it is to fail the exam. I attempted to contact customer service twice regarding this issue, and they provided copy paste answers each time. I want a full refund for the exam, and for 1-800-Contacts marketing department to review and address their deceptive practices.

  

  Business Response

  Date: 09/16/2024

  Hi Nathan,

  Thanks for reaching out! I'm sorry for the confusion concerning the ExpressExam. Because the test was unsuccessful, you'll see that $20 pending authorization drop from you account soon. Our goal is to make buying contacts simple and affordable, and we want to make sure you have healthy eyes. That's why our doctor recommended you visit an eye care provider in person, so they can assess the redness you had before. If you have any questions, please feel free to call our customer service line at 800-266-8228. We hope you have a great day.

  Thanks,

  1-800Contacts

• Initial Complaint

  Date:09/02/2024

  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.

  I have been trying to order my prescription contact lenses for the past three days. Each time my order has been cancelled and for multiple reasons. They have charged me for multiple eye exams along with multiple orders. I've reached out to customer care multiple times and they have given me the run around. this is supposed to be for a medical prescription and they have messed up and given me mediocre customer service each time. this has been very costly to my time. Please advise. I just want to place my order so that I can resceive my precription lenses, but it seems a bit like a scam because i keep getting put into this loop along with being charged on multiple cards and them asking me for my credit information through chat.

  

  Business Response

  Date: 09/03/2024

  Hi Sandquinnetta,

  Thanks for reaching out! I'm so sorry for the confusion with placing an order. I see that we do have an order that was place on 9/2 that has shipped. You can expect these contacts by 9/4. If you have any questions, please give us a call at 800-266-8228. Thanks Sandquinnetta, we hope you have a great rest of your week!

  Sincerely,

  1-800Contacts

• Initial Complaint

  Date:08/17/2024

  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.

  This business needs to get shut down, the way they do things is sketchy and wrong. They take your money from your account before agreeing to sell the product. If there are hoops and loops that people must jump through then that process needs to be done before removing funds from peoples banks. They took my money and then refused to send the item, the money is still pending on their end but they refuse to give the money back for 3-10 business days but they took my money super fast and they refused to ship out the order. They are sketchy on how they do things and make you think you purchased their items and then refuse to ship it out unless It passes their qualifications process. They shouldnt be allowed to take money from people unless they actually ship out the item. They take money for items they are unsure they are gonna ship out its weird and sketchy and they need to be stopped. I am still currently fighting to get my money back

  

  Business Response

  Date: 08/19/2024

  Hi ********,

  Thanks for reaching out! I'm sorry for the confusion with your order. Because contact lenses are medical devices, we are required by law to reach out to your eye care provider when an order is placed without a valid prescription on file. This is what happened to your recent order. We heard back from your eye care provider that the prescription was expired, which is why your order was cancelled. We do not charge your card until the order is verified and ships, but that pending authorization takes your bank 3-10 business days to drop. If you have any further questions, please reach out to our customer service team at **************. We hope you have a nice day!

  Sincerely,

  1800Contacts

• Initial Complaint

  Date:08/09/2024

  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.

  ***** Contacts is illegally filling expired prescriptions. They ask for verification but if there is no response, they still fill it, which is illegal. It is hazardous for anyone with an expired prescription to receive said prescription without consulting a doctor.

  

  Business Response

  Date: 08/12/2024

  Hi *******,

  Thanks for reaching out! I'm sorry for the confusion concerning expired prescriptions. We work in compliance with the Fairness to Contact Lens Consumer Act that requires us to reach out to eye care providers when an order is placed without a valid prescription on file. We're required to give the doctor 24 hours to respond before it is considered passive verification, and the order can move through. If we hear back from the doctor that the prescription is expired, we cancel the order, and let the customer know. Otherwise, the ***** allows passive verification as a valid response from the eye care provider. I hope this helps clear things up! 

  If you have any further questions, please reach out to us at ************. We hope you have a great day!

  Sincerely,

  1-800 Contacts

• Initial Complaint

  Date:07/12/2024

  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.

  Web site claims express shipping within 2 to 3 days of verification of prescription when paying for express shipping option. No where is it mentioned during the ordering process that the lenses that were being order are considered "custom". No additional status is provided after receipt of the order and prescription verification.I waited 6 days after placing the order and when I had heard nothing back I contacted about the status. That is when I was informed that my order was considered "custom" and would *********** to 8 weeks. I had received my previous order directly from my optometrist in 2 weeks time.

  

  Business Response

  Date: 07/18/2024

  Hi *****,

  Thank you for reaching out! I'm so sorry to hear about the confusion with those custom lenses. Thank you for bringing this to our attention. We will work to make sure that the back order timeframe is on the website before an order is placed for custom lenses. If you'd like to replace your order, please give us a call at **************. We'd be happy to give you that 20% new customer discount with free next business day shipping. That way, you can get those contacts as quickly as possible. Thanks *****, we hope you have a good rest of your day

  1-800 Contacts

  Customer Answer

  Date: 07/19/2024

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

• Initial Complaint

  Date:05/27/2024

  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.

  I submitted my order on their website with documents that showed my prescription and the doctor who wrote it (along with their address and contact information). They replied that part of the prescription was missing, so my doctor called them with the missing information. They then sent me an old prescription from a different doctor. When I contacted them, they said they still needed the correct prescription. I sent them the correct one the first time but I sent it again. They said they would contact my doctor and call me back that day. They didnt call back. The next day I called them and they said that my doctor was incorrect with the prescription (which they werent), and that they again would call me right back. Again another day went by and they didnt call. Finally, I called them as I was already weeks over the time that I should have changed my contact lenses. They started to do the same thing again, so I stopped them and asked for my refund for the incorrect prescription. They promised they would refund my money and send me a return label. They said to not ship them until I saw my refund. It has been over a week and I still dont have my refund. I believe they are consistently lying to me, and I still do not have my refund. In the end, they have taken my money for something that I DID NOT order in the first place.

  

  Business Response

  Date: 05/30/2024

  Hi *****,

  We are very sorry for the trouble youve had with your order; that is absolutely not the experience we want you to have!

  It looks like the prescription we received was incomplete. It was missing the details for the lenses your doctor prescribed. We've contacted your doctor for the missing details but haven't heard back yet. Your old prescription was still valid but shouldn't have been sent. Thank you for bringing this to our attention so we can coach appropriately. Since you've requested a refund for the lenses, we usually wait until they're returned to issue the refund. However, considering the situation, we've processed the refund today for you. It may take up to 30 days for the refund to appear in your bank account, depending on your bank's procedures.

  We apologize for any frustration this has caused and hope you'll give us another chance to show our dedication to excellent customer service. Remember, our 100% guarantee ensures you're never stuck with lenses you can't use!

  Best,

  1-800 Contacts

  
  

• Initial Complaint

  Date:05/25/2024

  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.

  ******* markets 24/7 service coverage. Unable to communicate with company after 8pm. States try again at 5am. Attempted to contact related to company stating my contacts would be immediately shipped after confirmation of prescription. Later company emailed stating it would take 8 weeks. When I paid for the contacts this was not stated.

  

  Business Response

  Date: 05/30/2024

  Hi ******,

  Customer service is our top priority so we appreciate you taking the time to let us know about your frustrations with contacting us. 

  It appears that the brand of lenses you wear are custom lenses and are made to order. The general time frame is 4-6 weeks but can certainly be quicker. To get you lenses to you a little quicker, we've gone ahead and upgraded your shipping to next business day. This will ensure they ship to you immediately upon arrival to our Distribution Center. 

  Please feel free to reach out by phone ************** if we can help with anything additional. We're here 24/7 to assist. 

  Best,

  1-800 Contacts

• Initial Complaint

  Date:05/18/2024

  Type:Sales and Advertising 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.

  Order number : ********** 5/15/2024 ******************** False deceptive practices;Your happiness, backed by our Gajillion Percent Promise. Promised on a recorded call i would be refunded as a courtesy instead of resending them. Call was recorded. I simply want a refund and I'm happy to never shop here again, never publish a negative review of my personal experience and close my claim. I had issue with the contacts. With the contacts i ordered not being inside the box,Ive never order contacts to this location, this email etc. And i had already been promised a refund and would appreciate if the refund was honored. If you guys truly value custoemr service you guys would honor my refund and I'm happy to remove this claim after and never order from here again. But this is UNFAIR.The ************************ (FTC) has a rule that protects consumers from unordered merchandise or undelivered items. This rule applies to most items ordered online, by phone, or by mail. If a consumer has a complaint about an online purchase, they can try to resolve it by contacting the seller or website first. If that doesn't work, they can file a complaint with their state's consumer protection office. In **********, retailers must clearly post their refund policy unless they offer a full cash refund, exchange, or store credit within seven days of the purchase date. If a retailer doesn't comply with this law, consumers can return the item with proof of purchase for a full refund within 30 days. I simply want my refund :( you guys are stressing me out.

• Initial Complaint

  Date:04/17/2024

  Type:Service or Repair 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 have purchased from 1800 Contacts many times. Their marketing suggested I try a new type of daily contacts. I tried them for two days and experienced eye irritation and a headache. The quality was not as described - they were not comparable to the brand I had been using. I contacted customer service to let them know and reorder the more expensive brand. They told me they would be charging me for the days I tried to use the brand that irritated my eyes. I think a full refund should be given since I experienced quality issues with their suggested brand.

  

  Business Response

  Date: 04/22/2024

  Hi *****,
  
  We're so sorry for the frustration with the Aquasoft lenses and the return process! Based on your current prescription, the Doctor did recommend the Aquasoft brand- we apologize they didnt work out for you. As a reminder, we do have our 100% guarantee so youre never stuck with lenses you cant use! Typically we credit the unused lenses youre sending back (not the lenses used) but we're more than happy to refund that additional $2.59 back to you this time for the trouble. Youll see that posted within 3-10 business days, depending on your banks time frames.

  
  We hope youll keep us in mind when youre ready to order next, were here 24/7 to help and look forward to hearing from you *****!

  Best, 

  1800 Contacts

  Customer Answer

  Date: 04/22/2024

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

• Initial Complaint

  Date:04/08/2024

  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.

  Contacts are breaking mutiple in a row in the same pack.

  

  Business Response

  Date: 04/22/2024

  Hi *******,

  Customer service is our top priority so we appreciate you letting us know about the damaged lenses.

  We're confirming that we sent 8 replacement lenses for those that were damaged. As always, our lenses are back by our 100% guarantee so please reach out to our customer department if there is anything that we can help with going forward. 

  Best,

  1-800 Legal