1-800 ContactsReviews of 1800contacts.com

Response from 1-800 ContactsFeb 15, 2023

Hi Daniel, Thank you so much for leaving us a review and sharing your experience. We are so sorry for the lack of transparency around your lenses that definitely could have been communicated better. We also recognize the agent who handled your situation didn't provide the necessary context and did not live up to our customer service standards - again we are terribly sorry for the trouble. I appreciate you providing additional information to us so I could look into your situation. After reviewing your account, I believe I found the source of the confusion with the original agent. You're most recent order was partially paid for by credit from a previous return. Unfortuantely, we're not able to refund credits once they are issued therefore we couldn't process a full refund on that canceled order. That $43.99 in credit is still available on your account and will remain available until your next order. If you have any other questions, please let us know. We have live agents available 24/7 at 1-800-266-8228 or online at www.1800contacts.com/contact-us.

Response from 1-800 ContactsFeb 1, 2023

Hi Austin, Thank you for taking the time to leave us a review. We are so sorry to hear about your experience, that certainly isn't the level of customer care we aspire to have. Unfortunately, we did not receive any further information from you regarding this situation. Without that information we will be unable to speak directly to the situation you're describing. Witht that in mind, this sounds like it could have been totally avoided had we been more communicative with you from the beginning. I completely recognize your frustration and, again, we are so sorry you had this experience. Backorders are a frustrating situation all retailers are dealing with right now and we are still in the process of figuring out the best way to communicate accurate timelines to our customers. Your feedback is a clear example of where we can improve and we are absolutely taking it into account as we continue to update our communications. We'd really love to hear from you and find a solution to make this right. Please reach out to us anytime at 1-800-266-8228 or online at www.1800contacts.com/contact-us.

Response from 1-800 ContactsJan 19, 2023

Hi Scott, Thank you so much for taking the time to leave us a review about your experience. We are so sorry for the trouble you had receiving your lenses that is absolutely not the standard we hold our shippers to. We appreciate you providing additional information to us regarding your situation. It would appear that in your specific situation a package was lost by a courier while in transit to you. Unfortunately, that situation is not something we can fix directly but we do offer free replacements for any lost packages as well as a shipping refund for the trouble. I also see we've already submitted a full refund on your order for that lost package. While we do everything we can to avoid lost package situations like this, instances like this are still bound to happen when working with third party shippers. If you have any other questions or feedback for us, please reach out anytime at 1-800-266-8228 or online at www.1800contacts.com/contact-us.

Response from 1-800 ContactsJan 19, 2023

Hi there, Thank you for taking the time to leave us feedback. We are so sorry to hear we weren't able to meet your expectations for delivery. Unfortunately, we did not receive any further information from you regarding your order or situation and therefore cannot speak directly to the issue. All of our shipping options are displayed at checkout and we do our absolute best to ensure those timeframes are accurate. We offer three shipping options: standard (5-7 business days), expedited (2-3 business days), and next business day (1 business day) shipping. All of these timeframes begin after the required 24 hour verification period once your order is placed. If we have a copy of your prescription on file then we are able to skip that 24 hour wait and ship your contact immediately. If you have any further questions about shipping, please feel free to reach out to us anytime at 1-800-266-8228 or online at www.1800contacts.com/contact-us. We have live agents available 24/7 to help.

Response from 1-800 ContactsJan 11, 2023

Hi Gwendolyn, Thank you so much for taking the time to leave us a review. We really appreciate any feedback on our services and how we can improve. Unfortunately, when we reached out to you for additional details regarding your situation. Without those additional details, we cannot address the situation directly. With all of that in mind, being double charged for an order is incredibly unusual. That is not standard procedure and almost certainly an error. We do have live agents available 24/7 to help resolve any issues like this. They are available at 1-800-266-8228 or online at www.1800contacts.com/contact-us. We hope to hear from you soon!

Response from 1-800 ContactsJan 5, 2023

Hi Chasity, Thank you so much for taking the time to leave us a review, we appreciate the feedback. We are so sorry for the trouble you had with our Express Exam! We created Express Exam to help customers get access to their contacts when they need them. There are many things our online prescription renewal service can do, but it is not a comprehensive eye exam. Due to the nature of prescriptions, we cannot renew a prescription if it has been too long since your last eye exam. Comprehensive eye exams are still an important part of maintaining happy, healthy eyes. We are terribly sorry this was not acknowledged earlier. Fortunately, with Express Exam, if a prescription is not issued you will receive a full refund. The information you provided did not pull up an account with us, therefore, I'm unable to verify that charge but you will be refunded $20.00 for the exam. If you haven't seen that refund or would like further clarification on the situation, please reach out to us anytime. We have live agents available 24/7 at 1-800-266-8228 or online at www.1800contacts.com/contact-us.

Response from 1-800 ContactsDec 9, 2022

Hi Kim, Thank you so much for taking the time to leave us a review. We are so sorry we didn't meet your expectations for customer service. We do our absolute best to provide a consistent service and, unfortunately, we fell short. With that in mind, we didn't receive any further information from you regarding this situation. Without that additional context, it's difficult to directly address what went wrong. We would love to hear more about this situation and find a better solution for you. We have live agents available 24/7 at 1-800-266-8228.

Response from 1-800 ContactsDec 9, 2022

Hi Jason, Thank you so much for leaving us a review. We are terribly sorry about the experience you had with our agents. That isn't the level of service we expect of our agents and we will be taking corrective action. Unfortunately, we did not receive any further information from you about this situation when we requested it. Without those additional details, it will be difficult to determine a course of action. Again, we apologize for the miscommunication and lack of transparency. We'd love the opportunity to rectify this situation with you. We have live agents available 24/7 at 1-800-266-8228 or online at www.1800contacts.com/contact-us. We hope to hear from you soon!