Long Review - Halloween Prescription Wearers Beware
I used them last year for Halloween and they were great (kinda). My shipment order wasn’t updating near the delivery due date so I reached out and they said something went wrong with logistics and they couldn’t locate it so full credit for my order with expedited shipping (per my request bc regular wouldn’t have been here on time) was provided to me through email. I placed a new order and it was sent immediately. Problem solved. 10/10 resolution. This year, however, 2/10 resolution for their mistake. When ordering prescription lenses, L eye is included with the listed price, but R eye is an extra $3.99 if your eyes have different rx. I ordered a -2.50 L lens and a -1.50 R lens on 10.8.24, but they sent a -1.00 R when received on 10.11.24. Super fast shipping, came on time/earlier than expected. It was my mistake for not checking my order immediately after receiving it, but life happens. When I get around to checking them, it’s about a week before I need them and I realize they sent me the wrong R lens. I contact Help service after I realized the mistake and they informed me that they had a high volume of orders with Halloween and were sold out of that lens so the warehouse sent the -1.00 as a replacement without verifying with me or my rx to see if that was acceptable. I kinda understand getting busy, but I wish they would have reached out first before shipping bc I can’t wear that lens. My original rx is -1.75 R anyway, but they don’t have that prescription available for some reason. Just the -1.50 then it jumps to -2.00. No big deal, going +/-0.25 won’t hurt my eyes too bad, but there’s no way a -1.00 would have even been a reasonable replacement for a -1.50 to begin with. A -1.25 (worst case) or a -2.00 would have been the only acceptable exchange since they don’t offer -1.75, but I assume they were sold out of those as well when fulfilling the order. If they would have let me know, I could have made the choice for myself based on what was available even though the lenses should have been marked as out of stock upon initial order, but I digress. This order also didn’t show up on my account as I paid through PayPal so I had to message them the order number. Quick email response from Help service asking for pictures of the lenses even though I included the order number, email used and any other identifiable information to locate everything needed to cut time searching when they got back to me. They were apologetic and nice enough, but the only solution provided to me was a credit ($32.95) for the listed price of the contacts without the $3.99 R lens add-on. Mind you, I had originally paid $36.94 to cover the add-on. I ask them 3 things for possible solutions: 1) for expedited shipping (as it’s been done for me before by the company the previous year) 2) to use it on another pair as my rx is now sold out in the L eye for the original lenses ordered, but now available for the R eye (go figure) and 3) if I can just get the R eye bc I’d have to order a useless L lens that I’d just throw out bc it would be like a -8.00 and I’d be wasting product. It didn’t click to me yet that they weren’t including the $3.99 charge for the add-on in the credit they were providing so I assumed they were offering the full amount until I checked my PayPal to see what I paid previously to figure out why the numbers weren’t adding up. I informed them that the credit provided won’t cover the full amount for a new order. I’ll copy and paste the partial response I got to my requested solutions… basically saying no and I’m SOL. “ Please note that the coupon amount is $32.95, which you can apply to your order. If you decide to order just the -1.50 R lens or a different pair altogether, feel free to proceed with what works best for you.” … Meaning that they stole my original $3.99 add-on fee or overlooked the fact that I was going to be paying it twice for a new order and said listing price is the best they could do. “Make it work” lololololol. Either way, I lost $3.99 to the first order and I just paid $3.99 again ordering a new set bc Help service stopped responding to me at this point after 4-5 back and forth emails since early morning 8:00AM today way before business hours were due to end for them. My last email was 11:16AM so I can assume the Help service volume is also up with problems similar to mine or they just marked my case resolved. They basically threw me a half-baked resolution and stole my money for their carelessness all bc it’s Halloween and they can’t handle the influx of orders. I’ll try to escalate and get the $3.99 refunded for pure principle at this point, but I don’t think I’ll be using them again due to their problems getting worse by the year. They aren’t scaling their business to keep up with holiday demand so I’d give it a few more years for them to get their business together or you could order more than a month in advance, unlike me.
By Nikki C.