WebEyeCareReviews of webeyecare.com

Response from WebEyeCareApr 6, 2018

Thank you for reviewing your purchase with WebEyeCare. We greatly appreciate your feedback. Our records show we were not provided with a copy of the contact lenses at the time the order was placed. The order was placed online and you selected the parameters at the time the order was placed. We reached out to your doctor's office for verification of the order. When they failed to respond within the eight business hours required by the Fairness To Contact Lens Consumer Act the order was sent for production in the prescription you selected when the order was placed. Your order was for Biofinity Toric XR lenses which are custom made to order lenses with an availability window of two to four weeks which you are advised of on the product page. We do apologize for the inconvenience caused by the combination of the prescription being incorrectly entered at the time the order was placed and your doctor's off not replying to our verification request to prevent the incorrect order from shipping. We are having two replacement lenses sent at no cost to you in the correct prescription which you provided after the incorrect order arrived. Once we receive the incorrect lenses back an exchange order will be placed for a full box of the correct lenses. Please let us know if you have any additional questions. Thank you!

Response from WebEyeCareApr 4, 2018

Thank you for reviewing your purchase with WebEyeCare. We greatly appreciate your feedback. Our system shows your order was placed for the spherical Biofinity lenses, however the prescription you provided was for Biofinity Toric lenses. You were emailed on March 21st at 9:45am EST that your order was incorrect and we needed your permission to correct the order to match your prescription. You were also advised that you would owe an additional amount as the brand you were prescribed was more expensive than the incorrect brand you placed your order for. The email was sent to the email address you used to place the order. If you did not receive it to your inbox it may have gone to spam. You were sent follow up emails on March 22nd at 10:08am EST, March 24th at 11:11am EST and March 27th at 12:12pm EST. We do show one missed call from you on March 26th at 11:10pm EST. As the office closes at 5pm EST your call would have been returned the following day on the 27th. However as no voicemail was left our processing department did not flag it for a follow up call. In the future we would recommend leaving a voicemail so the customer service team is best able to assist you. Please let us know if you have any additional questions. Thank you!

Response from WebEyeCareJan 24, 2018

Thank you for reviewing your purchase with WebEyeCare. We have reviewed your order and are pleased to see we were able to resolve the problem with your assistance and the order was shipped. It does seem that the extended delay was due to a lack of cooperation by your doctor's office when we requested your prescription information. We do apologize that their decision to not cooperate resulted in your inconvenience. Not that your prescription is on file with us we will just use it for prompt verification of future orders. Please let us know if you have any additional questions. Thank you!

Response from WebEyeCareJan 19, 2018

"Thank you for contacting WebEyeCare. We do apologize that you are unhappy with the length of time it took to complete verification of your order. An ideal order is processed and shipped within two business days of being placed but on occasion there are orders such as yours that take significantly longer. We have reviewed your order which was placed on December 7th at 5:09pm. As our office does closed at 5pm the order began its verification process the next business day which was the 8th. We do see that you did take advantage of the option to upload your prescription with your order, however the prescription received was for glasses which we can't use for contact lenses. We did email you regarding this at 9:33am est on December 8th and explained we would need the information to contact your doctor's office as it was not on the glasses prescription we received. Our system shows we did receive that information on Saturday the 9th and it was placed into your order on December 11th when the office hours resumed. The prescription card we were provided listed two locations and we did contact both on the 11th trying to verify the order with the patient name provided on the order. By December 12th both locations had responded to us stating they had no record of the patient we were requesting. We did email you on December 12th at 12:13pm explaining the order was unable to move forward at that time because we could not verify the order with the doctor's office. On December 18th we were contacted and advised the patient name on the order was incorrect. We corrected this and again contacted both locations to verify the order with the new patient information. One location responded again stating no patient on file but the second location failed to respond to us. We refaxed the second location again on December 19th but still no response was received. When we spoke with you on December 27th you asked us to contact them again to see if they would respond. When they again failed to respond we emailed you on January 9th. On January 11th we conference called your doctor's office with you on the line. At that time it was determined the brand ordered was not the brand you were prescribed. With your permission the order was corrected to the prescribed brand. You were advised verbally that there was a price difference as the correct brand was more expensive. We also sent you and email providing instructions to resolve the balance. The balance was resolved on January 16th and moved to our shipping department. Unfortunately at this time your prescription is not in stock and has been requested from the manufacturer. We do apologize for this additional inconvenience and are looking into seeing if there are individual lenses in your brand and prescription which we can send to you so you are not without during the backorder window. We understand your frustration but we did do everything we could to get your order verified. As contact lenses are a medical device we are limited by the cooperation of the doctor's office when a prescription is not provided."

Response from WebEyeCareJan 15, 2018

Thank you for reviewing your purchase with WebEyeCare. Our system shows your order was placed on Monday January 1st. Unfortunately as this was the New Years day holiday the office was closed. We did receive the image you provided with your order however as the image was only of your prescription expiration date and not of your prescription it was unable to be used. We did receive the full image you emailed and it was able to be used to complete the processing of your order on the 4th at which time the order was moved to our shipping department. You should have been notified on the 5th of the potential backorder and not the 8th and we do apologize for that one business day delay. The order was shipped on the 5th with your selected method of 3-7 business day ground. Your tracking shows your order was delivered to your PO Box today which is the 6th business day since it was shipped and the 10th business day since the order was placed. Please let us know if you have any additional questions. Thank you! https://tools.usps.com/go/TrackConfirmAction?tLabels=9400110895395003227369