angelicness11
Worst customer service!
You may not think customer service is important with what should be a simple online order, but it is! Perfectlensworld DOES NOT confirm prescriptions, despite the fact that they ask you for your prescription and clinic's information. Therefore, if there's an accidental error in placing your order, you will get the wrong item because they do not verify! To make matters more complicated, they're a Canadian company that ships items from a US warehouse. And sending items back to Canada is expensive! You have the option to send back to their US warehouse, but they cannot guarantee when you'll get your refund or can exchange your order. Therefore, they recommend you place a second order if you can't wait for the correct order. And they allegedly do not track items being shipped back to Canada from their US address. Now onto the worst part of this - their terrible customer service! Whether you're contacting them via chat or email, and no matter who's replying to you, they're rude and prefer to go back to previous messages to find ways to attack their customers. There's no admission of fault on their end, sadly. Eventually, they just stop replying when you're asking for an update on your refund even after you've provided tracking information indicating the order you shipped back arrived 6 weeks ago! Unfortunately, I had no choice but to file a dispute with them through my bank to get my money back after 6 days of them not replying and 6 weeks of no refund. ONLY THEN did they reply with a kindly-worded professional email saying they would refund me even though they don't have my returned order yet (my tracking information says they do have it). They only responded and refunded because my bank contacted them. While, yes, they do have good prices - they come at a cost. And one that I don't wish to experience again. However, for those who want contact lenses cheap through a company that doesn't verify prescriptions, Perfectlensworld is the place for you!
Response from PerfectlensWorldJul 26, 2023
Hi Kelly, Thank you for your feedback. We apologize for the poor experience. Our return/exchange policy is set to accommodate our customers to make returns as straightforward as possible. We utilize various logistics channels to ensure that our customers can receive their lenses as soon as they can. Since our company and return center is based in Canada, any returned items should be received and verified at the return center. We apologize again for the any inconvenience caused and your feedback/suggestion will be passed on to the appropriate departments for further review. Thank you again.