Complaintsfor1-800 Contacts, Inc.

• 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 

• Initial Complaint

  08/21/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  This is reficulous pass the buck, refusing to give me my money back.$89.00 for contacts that I ordered,but they doubled the order, because I had to take their joke eye exam.so my order never went through.i took the exam,paid for it.my cart was empty,so I placed the order,not knowing that the other order was still on hold.then they took the money at 4:00 am, without my authorization to do so.its been 9 days since they received the box back.i called,and was told a refund was already issued.but my bank account says different.just give me my money back.you got your contacts back.where is my options to pay within 3 to ten business days? This is just so third world.my bank account has a negative balance.im a veteran on disability.click a button,give me my money back.

  

  Business response

  08/24/2023

  Hi ***, 

  We apologize for the frustration you've experienced waiting for your refund. Looking into your account, the refund was processed and should get to you soon. Unfortunately, we do not have control over how quickly the refund gets to you because it goes through your bank. It could get there sooner than 10 business days, but we quote **** business days just in case it takes longer. 

  Again, we apologize for the frustration and inconvenience. 

  Best, 

  Legal 

• Initial Complaint

  08/17/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have been a customer of ************************ for over 10 years. The company prominently advertises lower prices based on "mail in rebate." The process is cumbersome and I believe designed to make it very hard for customers to actually get the rebates.My most recent order in July 2023 contained no rebate link information. I dug deeper and realized there was NO rebate link for any of my orders starting with August 2022.The following orders are *********** rebates: Order ********** (April 29, 2022) 8 Boxes $70 rebate Order ********** (August 26, 2022) 8 Boxes $70 rebate Company claims the rebate links are sent in the shipping confirmation. That its a false statement. I have all my correspondence and there is no mention of a rebate. Rebates are $70 for each order of 8 boxes or more; $25 for 4 boxes or more.800 Contacts today sent me a rebate link but when I try to submit for the above rebates, the website says no rebate entitled. **************** says the deadline has passed.Please help me secure these rebates and compel this vendor to make the rebate process more transparent. A rebate link can easily be embedded in the customer account along with their order information.This is EXACTLY the kind of deceptive practice that preys on consumers and should be rooted out. I have REPEATEDLY ASKED them to send me proof that they sent me rebate links after each order and they can not.The Better Business Bureau would be servicing the public well to audit their rebate process. I am not the only customer who has an issue.

  

  Business response

  08/24/2023

  Hi *******, 

  We apologize for the frustration you've experienced trying to redeem your rebates. We value our customers and want to make sure everyone has a positive experience and get the help they need. 

  If you place an order that you think should qualify for a rebate or want to check an order you can click on the link below. This page is the simplest way to get the form to mail in for a rebate. 

  **********************************************

  Again, we apologize for any inconvenience you experienced. 

  Best, 

  Legal 

  Customer response

  08/25/2023

   
  Complaint: 20484538
  
  I am rejecting this response because when I click on the links, its states the rebates have expired.

  The vendor claims they email links to get advertised rebates as part of the order. They did not. As I previously said, I asked for proof and they cannot provide. 

   The only acceptable response: the merchant needs to extend the expiration window of the rebates for the orders I am disputing. I will then collect the rebates.

  The merchant cannot continue to advertise rebates to attract sales if they are not going to give customers a transparent means to get those rebates. 

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

  

  Business response

  08/31/2023

  Hi *******, 

  I understand your frustration with the rebates. I checked with a supervisor to see what was in our power to do and he recommended having you call into to talk to support. I know you have already done that, but I made a note on your account so that they know to be expecting your call and can work with you on resolving the issue. 

  Best, 

  Legal

• Initial Complaint

  08/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased contacts and was given a price on the phone. I was told that if I purchased a year vs a 6 month supply I'd be eligible for a $125 rebate. I was also told when I returned the unused contacts I had they would be credited to my account. I sent back the contacts, completed & mailed the rebate on 5/26/23 & never got a rebate. I called on 8/8/ & spoke to ****** who said that he would check on the issue & get back to me. No one ever did. Called 8/15/23 & spoke to ****** who told me they had an error on their end & that they couldn't offer the rebate because my doctor was only offering a rebate to me, not to the general public?? Nonetheless, no one ever called or communicated this to me. Today she claimed I was undercharged? I feel I should receive the rebate that I was promised for $125.

  

  Business response

  08/24/2023

  Hi ***, 

  We are sorry about the frustration and confusion you experienced with your order and rebate. The price match was done incorrectly on the order and the rebate ended up being included in the final price you paid. Your total after applying the credit for the contacts you returned should have been $702 and then you would have submitted the rebate for $125 to make it $577. You were charged $584.96 for the order, which is $7.96 more than you would have after the rebate was sent to you. Because of the amount you paid, unfortunately we cannot fulfill the rebate. 

  Since you ended up paying a little more than you would have after submitting the rebate, we added $20 credit for the inconvenience. This $20 is to cover the $7.96 you were charged plus a little extra. This credit will never expire, but you will need to call in to apply it to your order. 

  Again, we apologize for the inconvenience. 

  Best, 

  Legal

  Customer response

  08/28/2023

   
  Complaint: 20473701
  
  I am rejecting this response because:
  I was told I was going to get the rebate off of the lowest total, not off the $700.  I wanted to order a 6 month supply vs a 12 month but was talked into the 12 month supply because I was told Id get a rebate on top of the price match. I feel like my purchase was fraudulent as I purchased the contacts under incorrect pretenses.  You acknowledge the error but are not taking the responsibility for it or honoring what price I was told.  
  Sincerely,
  
  ****************************

• Initial Complaint

  08/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I ordered contacts on 5/13. In the order,I set a return on 2 boxes 4 pairs each box and had a credit of $101.00 worth of discount from sending the box back and a price match. I paid $48.94 on these. My script has since changed and now I need to return the boxes I received and they are only offering a $20.00 credit to which is almost robbery. The excuse is I received a discount last time. I did,However that was from boxes that I paid for AT SOME POINT. Regardless if I used a credit or not, thats still money I paid at some point. I cant believe on 6 lenses I am only Being offered $20.00 when one box is $74.99. How does this make sense ? Either exchange the boxes for the correct credit amount or refund

  

  Business response

  08/21/2023

  Hi *******, 

  We apologize for the frustration you've experienced with your exchange. The reason for the quoted price for the lenses is that it is a prorated amount based on the credit you received and the price you paid for the lenses. If you are still interested in doing the exchange or return, please reach out to customer support and they can help you get that finalized. 

  Best, 

  Legal

  Customer response

  08/21/2023

   
  Complaint: 20453723
  
  I wish to express my dissatisfaction with the current response, as the proposed offer does not align with the true value of the contact lenses box. The  discrepancy between the credit offered and the actual worth of the product is disheartening. I kindly request that a fair evaluation be conducted, ensuring that the exchange accurately reflects the value of the item. Your prompt attention to this matter is greatly appreciated.
  
  Sincerely,
  
  ***************************

  

  Business response

  08/28/2023

  Hi Samenda, 

  After carefully reviewing your request we regret to inform you that our original decision remains unchanged. We base the exchange price off of the order the lenses are placed.

  We understand this is not the answer you were hoping for, but our policies and procedures are in place to ensure fairness and consistency for all our customers, and while we genuinely understand your viewpoint, we are bound by these guidelines.

  If you would still like to exchange your lenses, please reach out to customer support and they can help you finalize everything. 

  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. ↩