1-800 ContactsReviews of 1800contacts.com

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4.1/ 5

Great

2,347 reviews

1-800 Contacts4.1Great

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About 1-800 Contacts

The largest contact lens retailer in the US. We spend every day trying to make vision care a little less of a pain in the astigmatism with 24/7 customer care, fast & free shipping, and millions of contacts in stock ready to ship!

1-800 Contacts (1800contacts.com) has 2,347 customer reviews on The Fair Hearing, with an average rating of 4.1 out of 5.

Also known as: 1800contacts.com
Website: 1800contacts.com
Category: Vision & Hearing
Listed on The Fair Hearing: 2026

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Nov 27, 2022

Poor customer service

The company's motto: "Your happiness, backed by our Gajillion Percent Promise." Be advised, their definition of Gajillion besides not being a real word, is NOTHING!!! Submitted prescription and ordered contact lenses 11/03/2022. Was told it would take several weeks as the lenses had to be ordered as the lens' prescription was for astigmatism. 3 weeks and 2 days later when I realized I had no more lenses, I emailed company. Several emails were exchanged with responses from a Luna and Brianna. The canned responses and grammar made it apparent this company is overseas. The 1st response to my query as to when the contacts would arrive was, "so sorry, but it appears that your recent order has been returned to us by the carrier. Most likely this is because of an incorrect or incomplete address." If this is even true, it shows incompetence as the street #, street name, town and zip code were completely different than what I filled out on the order form. After confirming my real address, they wrote back: "We will be sending your replacement order to: 2727 Evergreen St, Yorktown Heights, NY 10598. This package will be delivered by 02/02/23 at the very latest, as those custom lenses can take 8-10 weeks for the manufacturer to produce." Very interesting as they claimed they sent the order to the wrong address in less than 3 weeks. Also, they never reached out to explain the delay. As time was of the essence, I asked for a month or two supply of lenses (without the astigmatism feature) to hold me over. This was denied. I asked for a cancellation of the order. A response came back a refund was issued. Do not see a refund posted to my account. 12/8 - Just saw the refund. However, after canceling order, ordered from Walgreens. Cost more but delivered in 7 days, not 6-8 weeks.

By Martin

Response from 1-800 Contacts· Dec 8, 2022

Hi Martin, Thank you so much for taking the time to leave us feedback and provide a thorough explanation of your experience. We strive to provide the best customer service possible and it would appear we fell short in your situation. We are terribly sorry this was not handled as efficiently as it could've been. First, all of our agents and facilities are based in the USA. In fact, all of our customer services are done through our main headquarters in Utah. Second, due to the nature of your prescription and brand, we're unable to keep them in stock and therefore they must be ordered from the manufacturer. We prioritize these orders and request they are rushed but ultimately it's up to the manufacturer to provide the lenses to us before we can send them to you. This is the core issue of why this process became so drawn out. Unfortunately, this situation seems to have been made significantly worse due to our lack of communication. We've already identified the agents involved and will be providing feedback to avoid this type of communication breakdown in the future. There should have been more transparency with your order status and for that, we apologize. Lastly, I reviewed your refund status and it appears that was settled on 11/30. Typically, refunds take 3-10 business days to appear back on your payment method. At this point, your refund should have been processed by your banking institution and deposited into your account. If you are still not seeing that refund, please let us know. We have live agents available 24/7 at 1-800-266-8228 or online at www.1800contacts.com/contact-us. We'd love to chat with you further about your experience and find an appropriate solution for the trouble.