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Business Profile

Contact Lenses

Coastal.com

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Contact Lenses.

Complaints

Customer Complaints Summary

  • 5 total complaints in the last 3 years.
  • 0 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:08/10/2022

    Type:Sales and Advertising Issues
    Status:
    Unanswered
    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 purchased glasses in February and loved them, but needed a different filter. They were helpful and replaced them. Customer service created an order and I paid for it. But the arm for these broke very soon afterwards. I went to find a replacement to purchase or through warranty, and found the company had completely changed names. I had to make a new account and contact my optometrist to get my prescription again. I could no longer find my order numbers in my account. My glasses are also no longer available. I was referred to an email for warranty assistance and supplied the information and order number based on my emails. I was informed that the order number was incomplete, though it was exactly what was in my email confirmation. When I replied back with screenshots of this order, and the order that it was a replacement of, I was told to call a number. Ive called this number over 20x but it just beeps or says it could not be connected. When I emailed and let them know that I couldnt connect, they told me to try on several different days and times. Weve been customers since 2012. Id really just like to use the warranty, or some sort of replacement, and some communication from the company about hours of operation and transparency about this change in companies and my accounts.

  • Initial Complaint

    Date:08/08/2022

    Type:Service or Repair Issues
    Status:
    Answered
    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 need an itemized receipt from Coastal for my ************** Account. I went to try and call the company and it looks like they have gone out of business. I called Contacts Direct and they said that they just got their client lists but no files. I am need an itemized receipt from March 13, 2021 (order# ********-1) or else I am going to need to reimburse my health savings account to be able to use it again. I can not find any way to contact this company. It looks like others have got help with this same issue with the BBB. Thank You

    Business Response

    Date: 08/09/2022

    Hi there,

     

    Thank you so much for reaching out to us about the customer complaint. 

    We are truly sorry to hear that the customer was not able to reach out to us to retrieve the receipt of their order #********, and we are happy to help!

    We reach out to the customer by email, with the itemized receipt attached, and advised that our US branch Coastal has been transferred to our sister company EyeBuyDirect, for future request about their history. 

     

    Thank you so much for your time. 

    All the best. 

     

     

    ****** H | **************** Manager

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

  • Initial Complaint

    Date:06/06/2022

    Type:Customer Service Issues
    Status:
    Resolved
    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.
    We have been customers for years. I went to go to my online account to print out a recent receipt for insurance purposes and they have disappeared. The company that says they are now Coastal contacts only acquired their customer names but not any of the account information. I am now going to have to reimburse my insurance company for the price of our contacts because I cannot give them an itemized receipt. If I had been informed of their closing I would have gone on and printed our records. Id really like to know how I can obtain a copy of my receipts. So very frustrating.

    Business Response

    Date: 06/06/2022

    Hi there,

     

    Thank you so much for bringing this complaint up to us. We're truly sorry to hear that our customer had such a negative experience with the closure of our store, and we reaching out to them by email, with the copy of all their receipts from the orders placed within the last two years. 

     

    We hope this will contribute in resolving the issue that our customer has been experiencing, and we will be happy to help further if necessary. 

     

    Best Regards. 

    ****** H | **************** manager

    Customer Answer

    Date: 06/06/2022

     
    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. ***, in fact, emailed me immediately with the receipts I needed. I wish I didnt have to make a complaint to get what I needed but am glad they followed through so quickly and thoroughly. 

    Sincerely,

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

  • Initial Complaint

    Date:05/03/2022

    Type:Delivery Issues
    Status:
    Unanswered
    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 placed an order for almost $300 on March 19 to coastal.com for glasses. My glasses arrived April 6, 2022. The plastic has fractures inside it between the nose and the lens and I tried to reach out for a replacement to no avail. I was flopped around too many different people that said they didnt know what to do as coastal.com went out of business and they dont have access to all of their records. This is unacceptable and I believe criminal that a company knew it was going out of business in less than a month and took my order and my money as well as offering me a warranty of replacement and then leaving. This is very frustrating and I dont think they should get away with it. I am out $300 and legally blind without my glasses.

  • Initial Complaint

    Date:05/01/2022

    Type:Service or Repair Issues
    Status:
    Answered
    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.
    April 24 2022. I received my glasses April 29th 2022 and they are not very good. I cannot see I believe you have sent me wrong prescription. They are very blurry and I can't see the ** I would like a replacement right away

    Business Response

    Date: 05/05/2022

    Hi there,

    Thank you so much for letting us know about this complaint. We're truly sorry to hear that our customer cannot see through his glasses, and will definitely be happy to help! 

    Upon reviewing their order, we noticed that it was an order for reading glasses. As the customer mentioned that they were not able to see the tv through this new pair, we messaged him to ask further question and determine which glasses were meant to be ordered, to provide the best service as we can. 

    We will be more than happy to help the customer returning his glasses, and place an order with different lenses that will be more suitable for his needs, or to proceed with a replacement if we determine that the issue actually came from how the glasses were made. 

     

    Thank you so much for your time. 

    All the best. 

     

    ****** H - Digital Engagement Coordinator

Coastal.com is NOT a BBB Accredited Business.

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