ContactLens.comReviews of contactlens.com

Response from ContactLens.comJun 24, 2021

We have no record of this customer ordering from us.

Response from ContactLens.comFeb 7, 2021

Martin ordered at 4:40 PM Thursday, too late to begin RX verification that day. Verification started Friday and finished Monday. The order was sent to the manufacturer Monday to ship directly to Martin. Martin contacted us Tuesday to cancel the order We told Martin we would try to cancel however since the order was already sent to ship the previous day we advised Martin it may not be possible. Her reply: "Thanks for trying to cancel. It was only saving me about $10 to order online, so I'll just order direct from the doctor.." The order was for a 90 pack box of 1 day contacts, same RX in both eyes so that 90 pack would last only 45 days. The $10. savings was 20% of her total for that 1 box. Our response was a reply pointing out how much more expensive it would be to purchase a box every 45 days from her doctor. Saving 20% times the 8 boxes needed for a year would actually save her $80 a year not just $70 not to mention the numerous trips to the doctor's office to pick up a box every 45 days. The reply had nothing to do with the cancellation, if a customer wants to cancel it's their right to do so no matter what. Prior to our response we did email a cancellation request. Our intention was certainly not to offend Martin in any way. We received a reply from the manufacturer to our request to cancel and the reply was the order had already shipped. We advised Martin we were unable to cancel the order, the order had shipped and that she had 30 days to return the order for refund for any or no reason. Martin was sent her tracking number automatically shortly thereafter. We believe this is the first time we've received a negative review for trying to save a customer money and for shipping too quickly! We apologize if Martin felt offended in any way, again it was not our intention to offend.

Response from ContactLens.comAug 1, 2020

Ordered very complicated contact lenses with over 10,000 prescriptions for the one lens. Repeat customer with full knowledge of the time it takes to complete such a complicated order. She was given incorrect information which we corrected as soon as we realized the mistake. She refused to wait for delivery unless we "immediately" sent her "free" contacts. We'd done that for her previous order as a courtesy although that order was also not overdue. We politely told her we could not continue sending free contacts with every order and her response was to either provide free contacts or immediately cancel the order. We cancelled and refunded the order with the exception of the $5. the credit card company charged us for processing and refunding her charge.

Response from ContactLens.comFeb 25, 2020

Ms Smith was extremely rude to the CSR who originally spoke to her. We reached out to Ms Smith by email to ask how we might be of assistance. Ms Smith emailed several times refusing to discuss her issue other than to say it had nothing to do with her past order. We apologize but no one deserves to be abused while trying to help. Ms. Smith we remain available by email if you would like our assistance, whatever the issue is we will try our best to resolve it. We answer phone calls from 9-5 EST all day so yes please do call us at 1 (800) LENSFAST (536-7327) and we'll be happy to cheerfully assist.

Response from ContactLens.comAug 5, 2019

The customer purchased 30 pack boxes of contacts. He emailed to say he wished to return them. We agreed and advised him to purchase the correct contacts and he could return the product he purchased with no restocking fee. The customer then insisted we sell him the contacts for the same price as a 90 pack box of contacts which due to the price difference we could not. He became quite belligerent and insisted we misled him with a picture of a 90 pack box on the 30 pack box product page on our website. We provided him a links to both products so he could see this was not the case. He refused to purchase the product he originally wanted, insisted we sell him $190. of contacts for $102. and threatened us with bad reviews, attorneys and court action, etc. We provided him with return instructions which did include a small restocking fee, he then left this review. At no point were we anything but cordial nor would there have been any restocking fee whatsoever if the customer had purchased the product he said he wanted originally.

Response from ContactLens.comAug 5, 2019

The order was shipped insured with USPS. USPS insurance stipulates their insurance ends when tracking shows the order was delivered. In 2019 the only insurance available for USPS shipments was USPS insurance. Legally USPS is correct, when a package's tracking shows delivery to the ship to address ownership of the shipment passes to the addressee and the addressee is solely responsible for their order. With the rash of "porch pirate" thefts shipping insurance has evolved. Currently all our shipments are insured regardless of tracking, if it's not received by the customer insurance pays for the order to be replaced.

Response from ContactLens.comAug 5, 2019

In accordance with our return policy customers can return anything as long as the boxes are in resalable condition for any or no reason for 30 days or for a change of prescription for up to 90 days. We do handle all issues and returns by email so there are no mistakes. We are not available by phone on weekends when we are closed but other than that answer phone calls all day. The incorrectly ordered plus power contacts were replaced with the correct minus power contacts.

Response from ContactLens.comAug 5, 2019

Despite our best efforts we could not verify the prescription for the order placed as his doctor's office had closed. We emailed and called numerous times to try to obtain his current doctor's information without success. A contact lens prescription is a Federal Drug Prescription and without a copy of the written prescription the order must verified with the doctor before we are legally allowed to complete the order. With no doctor's information and no response from the customer despite our best efforts after several weeks the only option was to cancel the order. We answer calls and take phone orders all day and of course we are happy to help anytime.