Julie G.
The website was very difficult to use
The website was very difficult to use. I put in my prescription and the site said I didn't and said they canceled my order. Then I re-entered the prescription and my order went through put charged me for 3 orders instead of 1. They charged my account for 3 orders without contacting me to see if I needed help. When I called they said they couldn’t cancel the extra orders because they shipped but it was Sunday and the order stated “preparing to ship”. I called and they said I would get a refund but it would take 3 to 10 days but they were able to charge me in less than 12 hours. I think their customer service was awful and the way the website works is terrible. Calling BBB if I don’t get a refund in 3 days. After working with the company for about 2 weeks I did get 1 pair of contacts and returned the extra 2 boxes I was charged for. They did refund my money after they got the extra boxes back, unopened. The contracts are good so far. I hope they look at their website and how orders are processed and fix the problems.
Response from 1-800 ContactsJun 28, 2024
Hi Julie, Thanks for leaving us feedback about our site. We are always looking for ways to simplify the ordering process and make it as seamless as possible for our customers. We are so sorry to hear about your negative experience with our website. We pride ourselves on shipping orders quickly and the "preparing to ship" status means that the order has been pulled, boxed up, and is awaiting pickup by the shippers. Once an order is in that stage, we cannot make any edits, which is why our agent couldn't cancel those orders for you. With that in mind, I completely understand your frustration with that process and having to resort to a refund. Unfortunately, the 3-10 business days we quote for refunds is what we've observed from banking institutions when we've requested a refund. A refund is submitted on our side immediately after it's been requested by our customers. At that point, it requires the banking institution to restore those funds. We would love to chat with you further and find a better solution. Please contact us anytime at [email protected] so we can make this right.