Complaintsfor1-800 Contacts, Inc.

• Initial Complaint

  09/27/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased contact lense with a promise of a 100 dollar check if I bought 4 boxs of contacts. I get the rebate in my email and mail it out . They said it usually takes 6-8 weeks for the check to come in mail. Its been 8 weeks and I havent received it so I reached out to the company and they tell me they never received my rebate . And said they cant help me all they can do is give me a coupon for my next visit . I bought 6 years worth of contacts with a promise of that rebate . Instead of upholding their promise they want me to spend more money in their company.

  

  Business response

  10/06/2021

  Hi *****,

  We are so sorry to hear that you had a negative experience with a rebate request. We understand how frustrating it can be when you don't receive something that you were guaranteed in a timely manner. After reviewing your account we issued a refund in the amount of $100 back on the card that you paid with. You should see the refund within **** business days. We would love the opportunity to earn your business back and look forward to helping you with your contact lens orders in the future.
  

  Best,

  1-800 Legal 

• Initial Complaint

  08/17/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  08.06.21 I input my Rx, the website indicated the lens' were in stock, I ordered and paid in full, a 90 supply of Clairiti 1 day Toric lens and $20.00 for next day delivery. I received an email notifying me the lens' would be shipped same day, (08.06.21) 08.09.21 I reached out looking for shipping number, was informed by ' The lens were back ordered and as soon as they receive the ***** they would ship them right away. They also indicated they would charge me in full for the ***** and refund the expedited shipping cost within **** business days after they shipped out the lens', 08.13.21 I reached to inquire as to the status, I was informed order#********** will be arriving by 08.17.21. 08.16.21 I reached out and was informed I wouldn't be receiving my order for sure until the 25, maybe later. I was also informed it would be 30 days to process my refund.

  

  Business response

  08/24/2021

  
  Hi *******,

  I am so sorry you had a negative ordering experience with us. I have reviewed your account and would love the opportunity to make things right. I do show you cancelled your order on 8/17/2021. We have put through that refund request to your bank and they will have that credit back on your original form of payment in 30 business days is what PayPal tells us. We would be more then happy to do a 3 way call with them to see about speeding that up. I have noted your account that you will get a box per eye on the house and free next business day shipping for the first experience that you had with us. We hope that you give us the chance to offer a better experience for you in the future. Have a great day! 

  
  

• Initial Complaint

  07/21/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I sent in the form for my $45 rebate on June 3. Since then, I have inquired about 20 times on the status of my rebate and I keep getting the run around. They said my rebate was processed on June 22 and I should’ve gotten the rebate by July 20 at the latest and I still never got it. I inquired again as to the status and they said they’d ask the rebate department and get back to me. I still haven’t heard back and still haven’t received the rebate.

  

  Business response

  08/11/2021

  Hi *****, I am so sorry about the poor experience you had with us. Thank you for your feedback so that we can do the appropriate coaching to make sure we do better in the future. We do see that the check was cashed on August 9th 2021. If that was not the case we would love to make sure that you are taken care of as well as give you a $25.00 credit on your next order with us with some free next business day shipping. We hope that you will give us the chance to offer a better experience for you in the future. Have a great day! 

  Customer response

  08/11/2021

  
  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. For all of the hassle and back and forth emails and chats, I do deserve the $25 credit on my next order. 
  
  Sincerely,
  
  ***** *****

• Initial Complaint

  07/21/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  1800Contacts has offered a mail-in rebate for two of the orders I've placed in the last year which they have not honored. Order# ********** was placed on 11/3/2020 totaling $269.96, I submitted a rebate form for $45 which I never received. I placed order# ********** on 5/19/2021 totaling $269.96, and mailed in a rebate form for another rebate for $45. That has not been received either and the 6-8 weeks has passed. I would like a refund of $90 from 1800Contacts.

  

  Business response

  07/24/2021

  Hi *****, I am so sorry you had a negative ordering experience with us. I have reviewed your account and would love the opportunity to make things right. I went ahead and issued a check for the amount of $90 and I will expedite that for you so we can get it to you within a week. I will personally watch your account and follow up with you to make sure you have a better experience with us. Again, I apologize for the inconvenience this has caused you and hope that we can regain your trust in the future. 

   

  Customer response

  07/26/2021

  
  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

  07/20/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I placed an order on June28th for prescription lenses to be put in frames that I provide. I received a box from the Company and promptly sent the frames to them. They received the frames but as of July 20th, have yet to ship the glasses to me or provide a shipping date, despite sending them several E Mails requesting this information. I am requesting the glasses arrive to me by close of business on Friday, July 23rd at the latest and if not, a full refund of $190 be issued to me this week.

  

  Business response

  08/11/2021

  I am so sorry for the inconvenience. I have checked with our team at Boomerang and they informed me that your order has been shipped and delivered.  I am attaching the tracking https://tools.usps.com/go/TrackConfirmAction_input?origTrackNum=**************************.  They also let me know that the amount of $190 has been refunded to your card on 7/22.  It typically takes 1-10 days for this to reflect on your statement depending on your financial institution.  Please let me know if there is anything else we can do for you.

   

  

  Business response

  08/16/2021

  ****,

   

  We apologize, but we are not able to make the lenses without the markings. Progressive lenses without markings are very outdated and the markings have become the industry standard to assist with better fitting measurements.

   

  Thank you,

  The Boomerang Team

   

  Customer response

  08/16/2021

   
  Complaint: ********
  
  I am rejecting this response because it is not factual. I consulted an optometrist and she informed me that most current progressive lenses are made without markings. I am still demanding that these glasses be remade without the markings.
  
  Sincerely,
  **** ******
  

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