Complaintsfor1-800 Contacts, Inc.

• Initial Complaint

  08/19/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  On May 9, 2022, I ordered 4 boxes of Biofinity Toric contact lenses from ***** Contacts (order #**********). The total amount was $287.96, however, there was a $45 rebate that was advertised on this order. I printed, completed, and mailed the claim necessary to receive this rebate twice -- first on May 10th, 2022 and the second time on July 17, 2022. I have yet to receive the $45 rebate. I would not have purchased contacts from this vendor if a refund wasn't offered. Can you please assist in the processing of this rebate?

  

  Business response

  08/23/2022

  ******, We apologize that you have not received your rebate check yet. We will reach out to our rebates department and make sure this is being taken care of for you. 

  Best, 

  Legal

• Initial Complaint

  08/19/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered Contacts recently from 1800Contacts, received them, and at 1st was thrilled, had enough for several months wearing, when I went to open the individual contact I discovered torn lenses, not on just one, but several of them, not happy, Ive been wearing Contact Lenses over 40+ years, Im not a Novice at inserting or removing them, NOT Happy one bit, Ive attempted to contact the Company to to Avail, do I have any recourse? I feel Im throwing my hard earned money in the trash, please advise on what I can do? I can provide packaging pics and pics of torn lenses right out of the package if needed

  

  Business response

  08/23/2022

  ********, We apologize for your lenses being torn. Here at ***** Contacts we have a 100% guarantee on our contact lenses. Please give us a call and we can get those replaced free of charge for you. We have someone here 24 hours a day to help you. Our customer service number is **************. You can also get on 1800contacts.com and chat with a live person. We are so sorry again. 

  Best, 

  Legal

• Initial Complaint

  08/03/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  This company attempted to double my order on the front end clarified with customer service who attempted to double my order and push me to do another order automatically. I specifically told them NO I want to get the minimum order first if i like the product I will order again. I received my contacts and the next month i received another debit on my card and the next 2 days there was a box in my mailbox i did not order. THAT IS ATTEMPTED THEFT! I contacted them immediately to reverse the charge on my card they said they would mail me a return ship label on Saturday and then they will reverse the charge then. Today is wednesday and no return shipping label now they have my $297.00 hostage for a shipment I did not want . They are trying to get people to just roll over and accept these orders that they did not order or request monthly orders. My contacts prescription has to be made by hand and are to be worn for 2 weeks. Therefore i do not wear them everyday so they last me a long while. I think just because they made two custom orders instead of just the one i ordered they are attempting/bullying me (a retiree on a fixed income) to just accept their bad decision.

  

  Business response

  08/04/2022

  ****, We are sorry for the double order on your account. I have went ahead and refunded you for the package that your received. The refund amount will be $239.98. That will be refunded through your paypal account and can take up to 30 days. You will be receiving a product return label through the mail to get the product sent back to us. 

  Best, 

  Legal

• Initial Complaint

  07/30/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Date of transaction July 30, 2022. I provided a payment method to the seller in the amount of $115.98 and the seller proceeded to utilize another payment method that they had on file which I specifically asked them not to use. I called immediately when I received 2 invoices for the same amount of money. I asked that the payment to the unauthorized method be removed immediately to which I was told that they would take care of it and call me back. I never received a phone call and nothing has changed on the invoices. I have now been charged twice (******) on 2 different payment methods. I want to be reimbursed and I want the unauthorized payment to be reimbursed immediately.

  

  Business response

  08/02/2022

  *********, 

  We are very sorry that there was an issue with your payment when making an order. Our credit department has reached out to paypal letting them know that your order was canceled and that you should should be receiving a refund. The agent that you were working with has been working on this very diligently on this for you. Please let us know if you do not see the refund soon. 

  Best, 

  Legal

  Customer response

  08/03/2022

   
  Complaint: 17647823
  
  I am rejecting this response because I have not received a refund to date. 
  
  Sincerely,
  
  *****************************

• Initial Complaint

  07/22/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I ordered a pair of contact lenses on *****- contacts. I was assured on the chat line my insurance with superior vision was being applied but both times noticed the total was too high. On the third try I called them and was told that my lenses had already shipped and they could not apply my insurance to the order without me returning the contacts. They also claimed they originally did not apply my insurance because they did an unrequested price match and they could not apply both. Even before I placed my initial order I was very clear I wanted to use my insurance and those chats are supposedly recorded. I was assured in the chats my insurance was being applied by two different reps. I would like my insurance amount refunded to me as I can not use that amount on anything but more contacts this year and I bought a years worth of contacts already. I should not have to go through the inconvenience of returning the lenses and replacing the already difficult to place order (track my chats and my call it took me an entire afternoon to order those lenses. Plus, I would need to wait on my order another 5-7 days after you receive and process my return. Also, I was originally going to get free shipping, and the representative on the phone charged me for shipping without informing me. So I also paid another ****. Ive been a customer of ************************** for over a decade; Ive never experienced such deceptive practices until now. I would like my insurance amount refunded and my shipping fees to my credit card used to purchase the lenses.

  

  Business response

  07/26/2022

  *****, We apologize for the issues that you experienced with the ordering process. We have issued a refund for the $130.00 that your insurance benefit would have covered with the order. You should see that on the form of payment that you used with the order. Please allow **** business days for the refund to appear. Looks like the order did not have a price match but a $10.00 dollar discount. Shipping was not charged. Anytime there is ******************** does not allow us to file a claim and that is what the issue was. We are sorry for the inconvenience of all of this. 

  Best,

  Legal

• Initial Complaint

  06/18/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I am in desperate need of contact lenses and order through 1 800 contacts. I am having trouble logging in, and cannot get an email to reset my password, and cannot get ahold of anybody to help me. I need this desperately.

  

  Business response

  06/21/2022

  I contacted the customer with the phone number provided in his account. He hung up on me. I sent him an email with the email address provided. I gave him our customer service phone number. When customer calls into place order I gave him a 20% off coupon and free shipping. Also notated to be sure that his information in out system is correct. 

• Initial Complaint

  06/03/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  1800Contacts is supposed to accept ***** Vision. I picked out two pairs of glasses from their website link and was told it was actually a sister company and they don't accept my insurance. This is some sort of bait and switch. It should be clear on their website they are sending you to a totally different company.

  

  Business response

  06/16/2022

  Dear ****,

  We are so sorry for the misunderstanding for the insurance benefit. Sounds like you were able to take advantage of the 75% off promo code that we gave you. We hope have been able to take care of you . 

  Sincerely, 

  1-800 Contacts Legal Department

   

  Customer response

  06/17/2022

   
  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

  05/02/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered contacts from here in 2021. As my prescription was about to expire they began harassing me with their marketing. No problem though, I get it. I spoke to a gentleman on a Wednesday and informed him I wouldnt be ordering contacts again and I couldnt afford it this year. Three days later they charged me $547 without my consent and said it was on automatic after Id stated I didnt want to order!!! They canceled and initiated a refund. This happened on 4/16/22 it is not 5/2/22 and I still havent received my refund. I couldnt afford the contacts now I have no contacts and no money. This is terrible and scammy. I dont have another two weeks to continue waiting! Its not right.

  

  Business response

  05/13/2022

  Dear Cameron,

   

  We are very sorry to hear about the experience you had with ***** Contacts. Please know that this is not our standard business practice. After reviewing your account we see that the order was canceled and a full refund was issued. We understand that this does not make up for the inconvenience this caused you and would also like to give you a 25% discount with free expedited shipping on your next order. This is noted on your account, please call our customer service department to take advantage.

   

  Best,

  ***** Legal

• Initial Complaint

  04/26/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I had filed a BBB complaint against **** contacts (#********) due to **** contacts not issuing me my promised $20 rebate despite it being months afterwards and multiple emails that kept pushing the date back despite the company's promise of 4-6 weeks to receive my rebate. **** contacts responded that they apologized for the issue and would submit a $50 refund to my account which they stated "should be within **** business days. " The date today is April 26th, the company's message was on April 12th, so the **** business days have passed and no refund has been submitted to my account! This company is FULL of lies! I want my promised $50 refund to be given to me this time, and will not accept the company's response until I receive it.

  

  Business response

  05/03/2022

  Dear April,

   

  We are so sorry for the delay in issuing you a refund of $50. We did go ahead and push through the refund to your ***** and show it settled with your bank on 4/28/2022.

  Best,

  1-800 Legal

  Customer response

  05/04/2022

   
  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

  04/12/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I have ordered contacts form this vendor for many years. Lat month I got my order and realized as I was driving that I couldn't see properly. I went home and checked the box that showed the prescription for each eye. I got my prescription out form my Doctor and saw that the right lens was the wrong strength. I called and complained and they sent me the correct strength for my right eye. Today when I ws checking my bank account I saw that they had gone into my checking account and withdrawn funds with out chicken with me. This is outrageous. They sent me the wrong prescription, I couldn't see properly and then they go into my checking account with my prior knowledge. I want the money returned to my bank account immediately.

  

  Business response

  04/19/2022

  Hi ****,

  We are sorry to hear that you had a negative experience with the lenses you ordered online. With the exchange for the correct prescription we ask that you send the incorrect lenses back. Since we had not received them your card was charged for the price of the replacement box. We apologize for any miscommunication and have refunded your card in the amount of $69.99.

   

  Best,

  1-800 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. ↩