Conscious S.
Poor Customer service - deserves 0 or -1
If there was a 0 or -1 to give, I would. 1 was the lowest I can go. 9/16/23 - contacts were ordered but it came in wrong. Shipped it back right away based on return shipping label on 9/25. They received this on 9/29. It took another week to ship them on 10/5 with no communications no matter how often I contacted them. I finally got the right contacts that I ordered on 10/10 nearly 1 month later. The service is poor and grade F. Update - 10/13/2023 - 11:40am Contactlens.com asked for more info on TrustPilot behalf or they would delete my review if I don't provide more info. Upon providing the info, Contactlens.com terminated my account and didn't reach to do anything else or understand the situation as original portray to me for more info. Creating a label and sitting on it for 4 business days is NOT shipping it. When I asked questions, I don't get a proper response, only automated email. Also why do I need to wait till the wrong product was shipped back?? No one could tell me. I've been a long customer of Contactlens.com >5-6 years and terminating my account and loyalty isn't my expectations of "good customer service". They were given ample opportunities to make it right and expedite my correct contacts. If we can't give honest review here w/o getting specific info out and receiving ramifications, I'm not sure that is reasonable. If this is how we are to be treated pre and post bad services, I would highly recommend to STAY AWAY from Contactlens.com. There are so many other options these days..... (PS - please remove my full name - I didn't see this prior and respectfully don't appreciate being called out like that). "The customer" or similar would be sufficient. Update - 10/14/2023 8:15am I will be addressing this with Trustpilot. 1. Contactlens.com has breached my privacy by stating my full name (even though I've asked them to remove it). 2. Contactlens.com has also breached other Trustpilot policy that wont' be mentioned here. Let it be told and the people that read reviews can decide on their own. When Contactlens.com sends an email "Your account has been terminated. ContactLens.com 1(800) LENSFAST (536-7327), Fax: (619) 996-4321" + I can't login to my account, I believe I don't have ANY other choice but to conclude that my account indeed has been closed / terminated. 9/16/2023 = order contacts 9/22/2023 = received original order (but wrong) 9/25/2023 = sent wrong contacts back 9/29/2023 = wrong contacts received 10/5/2023 = correct contact shipped 10/10/2023 = correct contact received 10/13/2023 = Trustpilot review submitted I have actual business transaction to confirm all the above dates. In addition, Amazon and others would send the correct product immediately and the consumer would have to pay for the items if they do NOT return the wrong items. I am hoping to share my honest experience with others so we can all avoid the amount of frustration in these type of transactions. It is ironic how quickly Contactlens.com respond in the public eyes vs during normal personal business transaction out of public eyes. In conclusion, based on these observed facts, I did NOT have good experience with Contactlens.com during and post shipment + this whole review process. Therefore, I can NOT recommend this company. Update - 10/14/2023 - 11am Lol....38 messages????. That is too funny! I believe it was just a handful or 6-8 messages across 2+ weeks. I notice my name has NOT been removed. Trustpilot has been contact and may assist with this along with other breaching of Trustpilot's policy. Parting ways is best once Trustpilot assist with my final requests unless Contactlens.com "chooses" to do the right thing on their own behalf and immediately remove my name as a breach of my privacy. It is a fair and reasonable request as an American and individual that values customer service. Update - 10/15/2023 730am Thank you Trustpilot for the protecting our reviewers. Trustpilot assisted with Contactlens.com violating my privacy by stating my full name in their review and have deleted Contactlens.com's review. There was other violation, but we won't get into the details here. Sorry for the long winded review and appreciated those that took the time to read an honest feedback. If it helps other's from feeling helpless and frustrated on dealing with poor customer service, this review platform has served its purpose. Contactlens.com has lost customer service integrity over the years and I wish them well to gain this back for their current and future customers.
Response from ContactLens.comOct 15, 2023
Customer SB was indeed sent the incorrect contacts. Entirely our fault. Upon notification we immediately emailed a prepaid return label. The return can then be placed in the mailbox, all without leaving the house. We received the order back late on a Friday and reshipped the following business day. We kept Mr. SB advised of the progress the entire time while trying to reasonably respond to his constant emails, some several times a day. The entire process from his receipt of the incorrect order to reshipment of the correct order took seven business days, longer than normal due only to customer’s remote Iowa location. We do on occasion make mistakes; we correct them immediately and entirely at our expense as it should be. We sincerely apologize for the inconvenienced caused. Update: We have many highly valued customers that require assistance. We could not respond to each of the literally 38 messages sent (obvious from the review no?). You were immediately emailed a prepaid label and were advised your order would be replaced when received. Like any retailer you have to return the product before it's refunded or replaced. We received the return late Friday 9/29 and reshipped Monday 10/2. As far as Amazon is concerned they would send you a prepaid label, require you to return the incorrect product and reorder. We gave you that same option. Although we do not take this step lightly we feel it’s in our mutual best interests to part ways. We sincerely thank you for your past patronage and wish your next contact lens supplier our sincere condolences.