Complaints

• Initial Complaint

  06/01/2025

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  I ordered $125.00 coloured contacts Dec 4 2024 And paid $30.00 extra for fast express shipping Its now January 4 2025 and no order has arrived still I just put the order number into a track my package page and my order number came up as a delivered status but it was apparently delivered *************************************************************************************** ******* ** None of it makes sense and very much sounds like im being scammed because I have yet to hear anything back from the website about my concerns about my order.

• Initial Complaint

  14/11/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I was contacted by this company after placing an order that the contacts I ordered were backordered for three weeks. I told them to cancel my order but was also relieved that it was cancelled because it was the wrong prescription. I ended up getting the package and it only contained half of the order that did not have the prescription verified. **************** would not refund me for the missing box and not provide a return label for the item that is not my prescription. They then called me a liar.

  Business response

  14/11/2024

  We will reply with the exact same response when this customer started SPAMMING our trustpilot review page, and lying about both the facts and how we responded to her.

  "This customer confirmed she ordered a product that turned out to be wrong due to her own error. We asked her and she confirmed the product, but since it was a 0.00 power, it didn't require verification, so we confirmed the product with the customer. After confirming the product was correct to our team, she is now lying that it is our mistake. Furthermore she was sent the product she ordered (we confirmed it by the weight of the package sent) and is now also lying about what she received. She is no longer welcome to shop at Contacts For Less. When we encounter blatantly dishonest customers, we simply don't allow them to be customers going forward. We run a very, very ethical company."

  This customer will receive a refund when she returns the product, undamaged and unopened. We believe the reason she is even creating these lies is because she has either damaged or opened the product and is trying to avoid paying for them.

  Customer response

  14/11/2024

   
  Complaint: 22553324
  
  Please provide proof of the item weight as mentioned. 

  The speculation from the business is incorrect and unprofessional.

   

  The facts are as followed

  The business sent me an email stating my item was on back order for three weeks.

  I was told I could cancel the order or wait. I chose to cancel.

   

  I received the order anyways, however it was only half of the order.

   

  The prescription was never verified according to United states law. United states law requires any and all contacts regardless of power to be verified. Due to this lapse in process from the company I subsequently received the wrong item.

   

  The company refuses to provide return shipping for there error and refund for missing product.

  
  Sincerely,
  
  ***** *******

• Initial Complaint

  07/02/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Contactsforless.ca Never sent the item and never replied to emails / phone calls. **** ******* ** ******* Please help me get a REFUND for 93.39 ____________ Dear Sir / Madam. Please advise status of the order ($93.39 on Feb 4 2023). Order # was not sent by email. Credit Card got charged for $93.39.. ****** **** Tracking # ?? I tried to call but NO one answered. Please reply by email. Thanks

  Business response

  14/02/2023

  I have attached two files. This claim is incorrect. The customer both received a receipt via PDF, and even received an email response to a question. This customer is straight out lying and will be banned from ordering from us in the future. They received the product and you have proof of such attached. You may communicate to the customer that we are going to not process orders from this customer in the future. We cannot tolerate customers who attempt to receive products and then receive refunds afterwards in a fraudulent manner.

  Customer response

  16/02/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  It is agreed the order was received.
  BUT the company sent the wrong prescription.
  Boxes are marked per the order placed, but inside the contact lens is Different.
  That is why the complaint was made to BBB and next complaint will be made to the
  credit card company !
  The company/ suppliers are incapable of processing / manufacturing the correct order.

  *** ******* ** ***** *** *** *** **********

   

  Here is another email sent by the company asking to return the item and then they wil see ??

  __________________________________________

  Thank you for getting back to us. Again, we are sincerely sorry for the trouble you experienced with your lenses. Please keep in mind that we are on your side and want to help you with any issues you are having with your lenses. However, for quality control purposes, the manufacturer requires an image of the product, or you can return the product and we will send it to the manufacturer so they can further evaluate the issue. This improves the product's quality for future customers. Once you have provided the information required by the quality control department, your order will be fully refunded.
  
  If you wish to return the product because it is the incorrect Rx, please notify us and we will send you our return label. Returns are completely free of charge.
  
  Please provide the following information and we will refund you.
  
  ·        A screenshot of the blister pack or lens 
  
  ·         The LOT number and expiry date at the back of the boxes
  
  
  
  Regards,
  Customer Service  | www.contactsforless.ca
  Tel:1-855-909-2772 (Ext.3)
  contact@contactsforless.ca

   

  __________________________________________

  Sincerely,
  
  ***** *****

  Business response

  17/02/2023

  This customer has been informed that they are free to RETURN any products that are undamaged or unopened for a full refund. If this customer has evidence that the wrong product was included in the box, then they must RETURN the product to us and if it is true (which is highly unlikely), then we will reimburse this customer for both the cost of the product and any cost of shipping the product to us. If the customer wishes to get a way-bill to send all of the products to us for this process to work, then the customer must contact our customer service team to get a way-bill. The customer has done NONE Of these actions and we believe that this claim is either a misunderstanding on the part of the customer or is a false claim. If the customer wishes to solve this issue, the ONLY way to do this is to send the product to us ASAP to confirm their claim that somehow the manufacturer put the wrong product in the product box. In my 13+ years working in this field, I have never seen such a thing, so we are eager to see if the customer is filing a false claim or if the claim is in fact valid. So far, the customer has been uncooperative and has not operated as they should in order to file a proper claim regarding their order. They are simply filing complaints, which does nothing to solve this matter.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩