Complaintsfor1-800 Contacts, Inc.

• Initial Complaint

  12/14/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was told I wouldn't be charged until my prescription was received by me, yet immediately after adding my card info I was charged. There was issues on their end completing my exam, so they offered a refund. I accepted. Their fine print stated I wouldn't be charged to start with. I was charged for a service that wasn't granted to me and told they would be holding my money for up to 10 BUSINESS DAYS. That is crazy considering they never provided a service.

  

  Business response

  12/15/2022

  *********, 

  We are so sorry that you are having issues with your express exam. When we process the exam it will show a hold on your money for **** business days. It will not charge unless you take the exam with the retake we offered. It is just a pending authorization at this point. Just to let you know also, the reason why we declined it is when we asked you to stand 10 feet back, cover one eye and say the letters all we could hear is a baby crying and small children. When taking the exam it should be done in a quiet place so that way we can be sure that you can see out of your current contact lens RX. Please let us know if there is anything else we can help with.

  Best, 

  1-800 Legal

• Initial Complaint

  12/03/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I made a purchase with 1 800 contacts I paid them in full through afterpay Instead of paying the 4 payments in installments I paid a little bit early and as soon as I can put it paying they send me an email saying that 1 800 has canceled my ***** and they were refunding me the money they only refunded me $56 of the $223 that I gave them So I contacted them and they said that they were going to recharge me as soon as they got the contact sent after I already paid them and still haven't received the refund from them that they said they were going to refund for the cancelation which I never canceled this company promised me my contacts within 2 to 3 weeks then they sent me an email saying it's going to be 4 to 6 months is a lot of money That I have spent out of my pockets not only for the contacts but for also the exam and now I'm already about to have to have another exam no resolution from them no discount or no product no money back I have various emails from after pay and 1 800 contact proving that there has been no resolution and no customer service ethics

  

  Business response

  12/06/2022

  ********, 

  We deeply apologize for the issue with your order. Your brand of contacts is a custom order kind of contact. The turn around time right now is anywhere from 4-8 weeks. What happens with afterpay, the pending authorization falls off your account in 3 days since the order does not ship out. I know you said you paid in full. You will have to talk to afterpay about how they do the refunds in situations like this. Just to make you aware when your lenses do come in, the payment method will have to be updated with a card or we will delete the order and you can replace it through afterpay online. We truly apologize about the issue. In situations like this using afterpay is difficult. Just to make you aware also that your prescription is valid though 05/05/2023. As of now your lenses are not in yet. You are looking at 2-4 more weeks. Please let us know if there is anything else we can do. 

  Best, 

  Legal

• Initial Complaint

  12/03/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  **** contacts doesnt stand by their promise. Their customer service is horrible to a point of accusing the customer of fraud!!! What a shame to deal with this disgusting business. Consumers should know what I endured before buying contacts from them. They have a policy to replace torn/damaged contacts. It's not my problem if 40 contacts out of an order of 180 contacts (2 boxes) were damaged. This is an ongoing issue with the brand but due to allergies my family doctor would like me and my kids to use that specific brand. The reason why I decided to buy from 1800contacts is their replacement policy. After I ordered the replacement, the customer service told me that they won't be replacing the contacts and will be placing a note on my account of suspicious activity for misuse!!! When I confronted them they said so sorry, we didn't mean to sound rude. RUDE?! They basically accused me of FRAUD without saying the word "fraud"! Good news is that all is on text so I have the whole proof! :) 1800Contacts: If you don't want to replace the contacts you cannot FALSELY advertise that you stand behind the products you sell and will be replacing every damaged contacts. False advertisement is against consumer law. Your happiness, backed by our Gajillion Percent Promise?? That's also a lie since I am not happy at all..... Then a few days ago a manager ***** sends an apology as sorry youre experiencing trouble with your replacement how many would you need? At if that is the only issue. They have defamed me and there is no apology for that. I told them what quantity was damaged and emailed back but 3 days later still no answer from ***** or any other manager. I know that this will happen again if I place an order again and need replacements later. **** Contacts make a false promise for financial gain! They are a using it to attract customers and not stand by their word. I want my replacements! And I want a proper apology with the promise that this will never happen to me again!

  

  Business response

  12/07/2022

  ******, 
  We are very sorry that we have upset you, our intent would never be to offend you in any way. We do offer and stand by our Gajillion Percent Guarantee where we replace defective lenses. When there are multiple occasions where we are replacing more than half of the lenses that were purchased, we will always suggest that you reach out to your eye care provider. We have submitted an eye health complaint to the manufacturer, Coopervision. You are welcome to reach out to them as well, their number is **************.
  If you have any further issues, please reach out to our legal department, ********************************.
  Best, 
  1-800 Legal 

  Customer response

  12/07/2022

   
  Complaint: 18519863
  
  I am rejecting this response because:what you said is not accurate. The order I placed was 4 boxes per person which makes 360 contacts per person. And the contacts damaged that required replacement was on average 88 contacts per person. This is not more than half the contact lenses as you are making everyone believe. It is not even close! You can say 1/4th and that would be accurate number but thats not what youre saying. Im not sure who is giving you these numbers but its not accurate and it still seems like youre blaming me! Im rejecting your response because it is NOT based on truth. My doctor knows what is best for my eyes, not your customer service!
  
  *******************

  

  Business response

  12/13/2022

  ******, 
  
  Thank you for your response. As mentioned, we do offer and stand by our Gajillion Percent Guarantee where we replace defective lenses. We do not give advice on what we think is best for your eyes, rather we will suggest you contact your eye care provider. You are also welcome to reach out to the manufacturer, Coopervision. Their phone number is,**************. 
  
  Best, 

  
  1-800 Legal

  Customer response

  12/14/2022

   
  Complaint: 18519863
  
  I am rejecting this response because: You keep on saying that all they did was "advice me to ask my doctor". That's not what happened. They told me flat out that they could not replace my contacts and that my account would be flagged for misuse. That's in writing. Please go and check the records. They said they can only send a few replacement and not all the torn ones. After I contacted BBB, which was 2 weeks later, that's when they shipped the replacements. They also lied about the amount of contacts I ordered vs. the amount of contact replacements I requested. You have NOT addressed the lying issue. You didn't even mention it in your answer. The employee who lied about it is **************** - **** Contacts supervisor. 
  
  
  *******************

  

  Business response

  12/20/2022

  *****,

  Everyone who works in the customer service center is advised to suggest that if there we are sending replacements on every order that you should suggest that the customer see the Dr about there being an eye health issue with these lenses. Our guarantee will always be in place on every order. ************** was just making sure that we were not misusing our guarantee. We shipped replacements because ***** promised that she would do that. Please know we stand by our guarantee. We suggest that if the issue continues to reach out to the manufacturer, Coopervision. 

  Best, 

  1-800 Legal

  Customer response

  12/20/2022

   
  Complaint: 18519863
  
  I am rejecting this response because:
  
  Sincerely,
  
  *******************

• Initial Complaint

  12/03/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Ordered contacts on Nov. 25th paying ***** for next business day shipping. Nov. 28tg after still not receiving order I contacted and so far have received 4 different answers about my purchase. Even received an email stating they were on the way, still waited and nothing. Only after several attempts did I finally find out they were in back order. Why is this not told to customer before taking their full payment on top of ***** shipping costs. I could have gone elsewhere or planned for the delay but instead am now stuck because they have all my money. They made it seem as if they were doing a favor to return the shipping fee, why is that a favor, that should be a no questions asked policy if the purchase is not delivered when promised. Also why is it made to be such an inconvenience on the customer when it's ************************* problem of the back order? Every person I chatted with made it seem as I'm being done a favor and this is acceptable. It's not. It's in no way acceptable to promise a purchased good and then hold information, money and item from customer. It's just not right. And if your going to neglect customers and make so many issues on an individual basis, the very least you could do is refund their money until product is available. I would've never purchased if I knew I was going to have so many issues. This is crazy.

  

  Business response

  12/06/2022

  **********, 

  We truly apologize for the issue with your lenses. We do assure you that the funds are only a pending authorization and you will not be hard charges until the product comes in. We do apologize that you were not informed of the backorder issue. Unfortunately we have had many issues with manufactures having issues getting lenses to us and in turn that makes it difficult for the customer.  I do see that you have spoken with one of our representatives and they have issued you a refund for the order and the next business day shipping. We do hope that this makes that situation better.  Please let us know if there is anything more we can do. 

  Best, 

  Legal

  Customer response

  12/07/2022

   
  Complaint: 18519825
  
  I am rejecting this response because: if this has been a continuing problem I find it even worse of negligence to not let consumers know before not only purchasing but relying on your promise of product to never show. If this has been an ongoing issue I find it no other way then to be intentional to not place a warning on your site or a warning in the shipping agreement to let the consumer decide if they still want to move forward or look elsewhere. That's just wrong. 
  
  Sincerely,
  
  ***********************************

  

  Business response

  12/13/2022

  **********,

  We apologize again for the issue. It would make it easier on the customer if you did know if they were in stock before ordering online. My suggestion would be to call our customer service to order and we can be sure if your specific lenses are in stock or on backorder. We know that makes the ordering process inconvenient for you, but that is the best way to insure this does not happen again. 

  Best, 

  1-800 Legal

  Customer response

  12/14/2022

   
  Complaint: 18519825
  
  I am rejecting this response because:
  

  Why should it be an inconvenience to order a product from a company? Why would such a large company that advertises EVERYWHERE, even on their website right now, that they are the fastest and guaranteed lowest price? It's not true and it's misleading. It's purposefully done. Why would a consumer call customer service when during the online purchase they are told their contacts are on the way? It's like after lie after lie. I went through another online company and have my contacts as we speak. Took 2 days. Don't know who your getting your contacts from but your the only one apparently out of stock. I don't believe it and won't until you properly and honestly provided the information instead of misleading to score the money. It's wrong. 
  Sincerely,
  
  ***********************************

  

  Business response

  12/20/2022

  **********,

  We do appreciate your feedback. We will look into the issue with our IT team. You can always reach out to our customer service department to be sure your contacts are in stock. 

  Best, 

  1-800 Legal 

  Customer response

  12/20/2022

   
  Complaint: 18519825
  
  I am rejecting this response because:
  This was not feedback but rather a customer complaint. And yet again the response does not make any sense from a customer viewpoint. Why would a customer who has paid for an item after being told by your website that it will be the cheapest as well as fastest delivered good guaranteed, feel the need to call customer service and ask if product is in stock? THIS IS WHAT IM SAYING. It's your advertisement not mine. It's your guarantee not mine. These were things promised before and after my purchase in email by your company. 
  Sincerely,
  
  ***********************************

• Initial Complaint

  12/02/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  This business is so racist. This is my second time encountering issues with this business. The customer service is horrible and every time I place an order they send emails saying I need to do an express exam and pay $20 when I have already gone to ****************** for my personal prescriptions, you have to wait more time to receive your contacts than they state . Its a huge inconvenience while their customer service isnt any help to this matter

  

  Business response

  12/06/2022

  Asia, 

  We are so sorry there was an issue with your initial order. It does look like we had the express exam as your eye care provider, that is why you were sent a link to do an online exam. The system automatically does that when the eye care provider is not updated. I do see that your current prescription is on file now, so there should be no further issues with the ordering process in the future. Again we deeply apologize for the issue. 

  Best, 

  Legal

• Initial Complaint

  11/15/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I paid $639.94 on 3-22-22 for a years worth of contact lenses. This purchase was supposed to come with a $70 rebate. I received an email with the rebate form, and I filled it out and sent it in on 3-30-22. A couple months later I realized I had not received my rebate back in the mail as it was stated I should. I called customer service and the agent told me that they received my form and the rebate would be refunded back to my credit card within 5-7 banking days. Recently, I realized I never received the refund and contacted customer support and was told that I could no longer get the rebate because it was expired, and they could only offer a $35 credit on my account. I want **** Contacts to honor the rebate they offered and refund the $70 to my credit card, not as a half credit on my account.

  

  Business response

  11/17/2022

  ********, We are so sorry that there is an issue with your rebate. Unfortunately, since it has been so long since the rebate was not processed and has since expired there is nothing more that we can do but put half of what the rebate amount was for a credit on your account for future orders. You mentioned that you reached out to someone in our customer department about a refund for the rebate. For rebates we never do refunds, it is always a check. We keep notes in the account anytime that an account is accessed. We do not see that your account has been accessed since your order date on 03/22/2022. We apologize for this issue. 

  Best, 

  Legal 

  Customer response

  11/18/2022

   
  Complaint: 18408442
  
  I am rejecting this response because:

  The business had not resolved my issue in any way. My rebate was sent to them, and I did speak to someone in customer service regarding my rebate, and I was told it had been received.

  
  Sincerely,
  
  Madelyne 

  

  Business response

  11/22/2022

  ********, 

  Again, we are very sorry. Where we did not receive your rebate form by the deadline and no record of receipt conformation, the $35.00 credit on your account is the best we can do. We do appreciate you as a customer and hope that we can help you with your future contact lens needs.

  Best,

  Legal 

  Customer response

  11/23/2022

   
  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

  11/05/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  A 1800Contacts provider gave me a different brand contact lens prescription which did not fit well. I returned my contacts back to 1800Contacts and they said they would refund me. USPS tracking (**********************) says the return was delivered back to 1800Contacts on 10/17/2022 but I still have not received a refund after several weeks. Several attempts to contact 1800Contacts provided non substantive answers. To clarify, I returned the DAILIES AquaComfort Plus Toric and am seeking a refund of $63.98.

  

  Business response

  11/08/2022

  *****, We are sorry that your refund did not get processed. Because the amount that you sent back was different than what was expected, that is why the refund did not process. We went ahead and got the full amount of $63.98 refunded to you. You should see that in 3-10 business days. 

  Best, 

  Legal

  Customer response

  11/12/2022

  
  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

  10/24/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I returned a part of my order, however I still have not received my refund. PayPal is stating that they did not receive any refund from **** contacts, and I also have not received a confirmation email regarding the refund from ****-contacts. Order Number: ********** Paypal's message regarding my concern: Hi ****, this is *** from PayPal Messaging. Thank you for reaching out to us. I understand that this is about a refund we're expecting that has not appeared on your account yet.After reviewing your account, I can confirm that we have not received any refunds from this seller, within this month or even the past month. If they did have issued a refund to you, it should show up on your PayPal account right away as being processed even if it has not been posted yet.We advise that you reach out to the seller to follow up on the refund, or, if the payment you made with them has been done within the past 180 days, you may also choose to open a dispute on your PayPal account for it.

  

  Business response

  10/25/2022

  ****, We apologize for the issue with the refund. As I have responded with you through email, we are sending you a check since the refund can not process through paypal since the order has been over 365 days. If you don't receive the check, please let us know. 

  Best, 

  Legal

• Initial Complaint

  09/30/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  1800Contacts is accepting orders for contact lenses, but is failing to mention to customers that there is a manufacturer back order on those medical devices of 4-6 weeks. In effect, they are holding customer money hostage for 4-6 weeks and failing to serve customers with any notice of the back order. Surely they must alert customers that their money will be taken at the moment of order but they won't see their medical devices for months. They're also still charging extra for faster shipping options without acknowledging a 4-6 week back order.

  

  Business response

  10/04/2022

  ********, We deeply apologize that the backorder on lenses does not show up on the website when you order. We have been dealing with many issues from manufactures on backorder issues. We do put a hold on the money for the first 3 days of the order and then when the order does not ship the pending authorization falls off of your card and will get recharged to you once the order is ships. I do show that we did get your order replaced with free next business day shipping. Again, we apologize for any inconvenience this may have caused you. 

  Best, 

  Legal

• Initial Complaint

  09/06/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I had ordered contacts on Friday, 09/02/22. Was told that the order was received and they were verifying the prescription. I didnt hear anything all weekend, so I chatted with someone named *******, yesterday 09/05/22 and was told that one warehouse had my right eye and another had the left eye, but in order for the contacts to ship together, they needed to leave the same warehouse. I was also told it would take anywhere from **** WEEKS for it to come in from the manufacturer, where as my eye doctor said it takes 1-2 WEEKS, and they use the same manufacturer. The only solution she offered was to cancel the whole order and place 2 separate orders, paying 2 shipping fees and taxes. I had asked if there was any possible way she can reach out to have them shipped from 2 separate warehouses as I am out of contacts. I had received an email, today on 09/06/2022 and was basically told she didnt want to reach out and offer a solution, but kept insisting that I just cancel the order and reorder to have them shipped from 2 separate warehouses.I figured Id save some money ordering from them; but I am starting to regret that decision.I also was not told that my left eye was on backorder until I contacted them yesterday, 09/05/2022. There was absolutely NO indication on the website or email I had received when I placed my order.

  

  Business response

  09/08/2022

  *******,

  We apologize for any inconvenience that this situation may have caused. Your brand have lenses have been on an extended backorder from the manufacturer. Unfortunately when we have the supply but they are in two different warehouses, the only way to get the order processed is to separate them.  I am really glad that we had these in stock for you. I do see that everything has been taken care of and that you did receive your discount with free next business day shipping included for all of the hassle. Once again we sincerely apologize for all of the 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. ↩