Contact Lens King Inc.Reviews of contactlensking.com

Response from Contact Lens King Inc.Apr 16, 2025

HI. I do sincerely apologize for the experience you had with our customer service team. The subscription to auto-refills are done at the time the order is placed. Once the check box to sign-up for auto-refills is selected, there is a popup asking you to confirm the duration of the auto-refill. When they order is placed, a separate email is sent confirming the auto-refill subscription. Before every new auto-refill order, each customer is sent a total of 4 reminder emails before each auto-refill order is processed and the credit card on file is charged. We are happy to take all items back that comply with our return policy for a refund. We will pass this experience to our management time to review and provide additional training if needed. I again we apologize for he frustration you faced.

Response from Contact Lens King Inc.Apr 10, 2025

HI. I do sincerely apologize. Upon review of your order, you placed the order on Friday the 4th at 5:05pm which is after business hours. Therefore your order was not processed until the following business day which is on Monday the 7th. Per our website for your specialty lens, it clearly states these typically ship within 1-2 business days since they needed to be ordered direct from the manufacturer. We fulfilled your order on 4/9, which is the 2nd business day after the specialty lens was ordered. In addition, it is explained on our website that all shipping is with the carrier and starts when we dispatch the lens from the warehouse not from when the order is placed. Again, I apologize for your frustration.

Response from Contact Lens King Inc.Mar 10, 2025

HI. I do apologize for your frustrations. Record show you placed the order at 12:32am which is after business hours. You entered your doctors information, a fax verification was sent shortly after. Once the order was placed you received an email confirmation explaining the verification process and what will happen if the doctors do not respond. As it was explained to you both in email and via phone, Federal Law requires all online companies to allot doctor's office 8 business ours to respond, if they do not respond all authorized retailers are legally allowed to process the order as entered online by the customer. This is the case for your order. We do know this can be frustrating however, we are following Federal Law and apologize for any inconveniences it may cause. We have also assisted you in the return process, please check your email for return instructions. You may also read our return policy here: https://www.contactlensking.com/returnpolicy.aspx To read more about the Federal Law please click this link: https://www.ftc.gov/business-guidance/resources/contact-lens-rule-guide-prescribers-sellers

Response from Contact Lens King Inc.Mar 6, 2025

HI Ashely. I do apologize for your frustration regarding the shipping. I have sent a request asking for your order information so I can look into this or you. In the meantime, I would like to explain our shipping. All shipping is with the carrier and is not part of the verification process. All shipping starts once we dispatch the lenses from the warehouse. Each product page will clearly state if the item needs to be ordered direct from the manufacturer or if we have them in stock. During the checkout, on the shipping details page, when an expediated shipping has been selected, a popup is displayed stating the shipping starts when we have the lenses in stock and is based on weekday only. If you could send in your order information I would be happy to look into this further.

Response from Contact Lens King Inc.Feb 3, 2025

Thank you for the review. I apologize for the frustration regarding the processing fee. As you read on our website, the processing fee is associated with the sales cost of the item and is priced per box. However, we do welcome all our customers to do their own price comparison to see for themselves that in most instances we offer the lowest bottom price. It is also important to note Contact Lens King is an authorized retailer, receiving all our lenses sealed and packaged directly from the manufacturer. At Contact Lens King you can count on receiving the quality products you want while receiving award-winning service. We greatly appreciate your business and look forward to serving you in the future.

Response from Contact Lens King Inc.Jan 30, 2025

HI. I do sincerely apologize there were issues with your order. Upon review, I see you placed the order after business hours. During the ordering process, the patient details page, there is a popup that is displayed stating that it is not required to provide a hard copy of your prescription since you are a Canadian residence and to please ensure all information you have entered in your cart is accurate. Since Canada does not see contact lenses as a medical device as we do in the US, there is no verification process and it is up to the consumer to enter the correct prescription. Once the order is placed we send you an order confirmation for review. We sent the items as entered online during the placement of the online order. In the terms and conditions, which must be agreed upon prior to submitting your order, states our return policy. Which states, we are unable to take back any opened boxes on used contacts since they are considered a medical device here in the US. When errors occur on our end, we immediately rectify the situation by sending replacements unfortunately, in this case the prescription was entered incorrectly during the placement of the online order. As we completely understand mistakes can happen, we are willing to work with you and provide additional discounts or free shipping. I apologize for the inconvenience caused. UPDATE: I do apologize, since we are a US based company and the US considers them a medical device, we are unable to resell any boxes that have been opened or tampered with. As previously stated, when an error has occurred and research determined it was made by Contact Lens King, we are more than willing to rectify and send replacements immediately all at our expense. If the error was made by mistake by the consumer, we do our best to work with them in efforts to provide some additional discounts to help. Again, I apologize that our efforts to help you was not to your level of satisfaction. If you change your mind, our agents are standing by and will be willing to help with the two options provided to you.

Response from Contact Lens King Inc.Dec 12, 2024

HI. I sincerely apologize if you had a bad experience. If could respond to the request with your order information I would personally like to review it with our management team in hopes to provide better training to that agent if needed and assistance to you regarding your order. Thank you.

Response from Contact Lens King Inc.Dec 9, 2024

HI. I do apologize for your frustration. Our records indicate that during your last order, it was advised that your prescription expired and we would require an updated on for the next order giving you plenty of time to renew your prescription. I apologize again for the inconvenience however, our team was following the notes that were previously discussed with you.