1-800 ContactsReviews of 1800contacts.com

Response from 1-800 ContactsJan 14, 2022

Hi Josh, Thank you so much for taking the time to leave us a review and for replying to our request for more information. I am terribly sorry our services didn't live up to your expectations! We do our absolute best to guarantee you receive your lenses quickly and without any delays. Unfortunately, your situation was unique and we were unable to fulfill that order. In the U.S. it is required to have a valid contact lens prescription before we can ship any product to you. When we receive a prescription from another country we do our best to contact the prescribing eye doctor to verify any missing information, but in some cases we are not able to receive the necessary information. This could be due to multiple factors and I am terribly sorry you were not immediatley notified of the issue. We'd be happy to discuss this with you further and look for a resolution. We're available 24/7 at 1-800-266-8228 or you can chat with us anytime on our website.

Response from 1-800 ContactsJan 5, 2022

Hi there, Thank you for taking the time to leave us a review. We're terribly sorry there appears to have been a lack of communication on our behalf regarding your order. Unfortunately, we did not receive any further information about your order and therefore cannot speak to the specifics regarding this situation. We do want to clarify that we have the largest inventory of contacts in the US. There are very few brands and prescriptions that we do not keep in stock. If a lens is on a backorder or needs to be custom ordered, our agents are advised to let each customer know during their purchase. Again, we do apologize for the lack of communication. We'd be happy to hear from you and see if there is anything else we can do. Feel free to contact us 24/7 at 1-800-266-8228 or online at www.1800contacts.com/contact-us.

Response from 1-800 ContactsDec 14, 2021

Hi Hadley, We are terribly sorry that our service didn't meet your expectations. We appreciate the feedback and we'll be sure it reaches the appropriate channels so it can be considered in the future. Unfortunately, we did not receive any further information about this situation when we requested it from you. We are not able to address this review fully without that context. Just to be clear, we do offer three types of delivery: standard, expedited, and next business day. All of those methods are dependant on us having a copy of your prescription to ship out the order. If we do not have a copy of your prescription then we, by law, must check with your doctor before shipping them out. This delay is typically only 24 hours, but may be longer if an order is place over the weekend or holiday. If we have received a copy of your prescription and it is not a weekend, then we can guarantee next business day delivery on any contact we have in stock. If you have any additional questions, we'd be happy to discuss it with you further. You can contact us at 1-800-266-8228 or chat in online at www.1800contacts.com/contact-us.

Response from 1-800 ContactsDec 14, 2021

Hi there, We appreciate the time you put into leaving us a review. Any feedback we receive can be put towards improving our customer satisfaction. We are terribly sorry to hear that we didn't meet your expectations in terms of service. We do strive to provide the best possible experience to every customer. With that in mind, unfortunately, we did not receive any additional information from you regarding this situation. Without that context it would be impossible to directly address what happened with your order. We would be happy to clarify our refund policy, though. In most instances, a refund will take anywhere between 3 and 10 business days to process depending on your banking institution. However, it seems that your order was never actually processed due to your doctor sending the incorrect information. In those cases, we have not withdrawn any funds and their is simply an authentication hold on your account. Those still take anywhere between 3-10 business days to be removed, but we request it be dropped as soon as the order is deleted. We completely understand your frustration with this experience and would really love the opportunity to make it right by you. We have live agents available 24/7 to help at 1-800-266-8228 or online at www.1800contacts.com/chat.

Response from 1-800 ContactsOct 7, 2021

Hi Kathleen, Thank you for taking the time to leave us a review. Our team is dedicated to providing the best possible service and customer feedback is an invaluable piece of achieving that goal. Unfortunately, we did not receive any further information from you about this situation. Without that context, it's imossible to see what could have gone wrong. It's very unlikely that we would incorrectly fulfill a return, but we would be happy to investigate the issue for you further. Please feel free to contact us anytime at 1800contacts.com/contact-us or over the phone at 1-800-266-8228. We are sure there is a solution to this problem and hope to hear from you soon.

Response from 1-800 ContactsSep 28, 2021

Hi Mark, Thank you for replying to our request for more information and for leaving us a review. We're always looking for ways to improve our services and this certainly seems like an opportunity to do so. After reviewing your situation, we're sorry to say there isn't much else we could have done. The reason those lenses are back-ordered is due to their custom nature and so we must order them from the manufacturer per order rather than keep them in stock. It would be unfeasible for us to keep custom lenses like that on hand and therefore we offer them with a timeframe warning. Almost any contact lens retailer would have the same policies surrounding custom lenses, often with an even longer backorder timeframe. We are terribly sorry that there seems to have been a miscommunication regarding those expectations. If you have any other questions or concerns, please feel free to contact us anytime. We're always happy to chat.