ContactsDirect Reviews

Using ContactsDirect is so easy. They verify my prescription. They also file insurance. Such a time saver for me, and my contacts came promptly.

Filling out the form online for contacts was pretty easy and uploading my prescription was easy, too. They arrived on time about a week later and exactly what I ordered.

The website was efficient and the experience was good, however, I checked the prices at Costco after I had already ordered, and found that the prices were drastically lower than this website. Next order is from Costco for sure. Prices weren't even close for same exact lenses.

I still haven’t recieved my contacts because without my authorization it was transferred to the usps. It’s national news that the USPS is completely backed up now so who knows when I will receive my contacts. I’m blind in the mean time. I won’t use this company again.

A poor website rife with errors. Many links and lookups simply don't work. Ordering contacts online shouldn't be so difficult. Even trying to submit this review gives me an error that Google authentication is unavailable.

After 2 days, I received a message to contact "Heaven" at customer service. I called, and "Heaven" is a supervisor but not available by phone. I asked for another way to contact him/her. She could only contact me.

You guy's are awesome. Fast,easy,friendly website. Thank you.

Annoyed cyber Monday discount doesn’t work anymore with insurance. Other than that experience was just fine.

I have not yet received my lenses. The tracking shows that they should have arrived Friday by 9:00 pm, but no contacts and no updates.
The website itself was good and the ordering process was easy and convenient. I am disappointed not to have received them yet, however.

Super easy and fast. I received my contacts with in the same week. I also got a really great discount that I couldn't get anywhere else. I did shop around and this was the best pricing.

I never received my order! I called and was on hold for over 15 minutes waiting for someone to answer. No one ever answered!

Your prices are great, shipping was fast and, when I had an issue with a rebate, your customer service team was quick to reply with the info I needed.

My eyes felt abnormally dry when wearing lenses from them, while not feeling dry if I switch back to my old ones ordered from somewhere else . I started the return process and called customer service a couple times to ask how the insurance balance is gonna be returned to my account if only unopened boxes could be refunded. She said she emailed the team but I received no answer for one week. While she was suggesting me not mail back anything until I get an answer to that, I simply do not trust if they will respond to anything at all now. DO NOT ORDER FROM THIS WEBSITE!!!

I ordered two boxes of Biofinity lenses in April 2019; I generally order before I run out, and so I didn't open the second box until a month ago. Two of the lenses tore within two weeks of wear. I contacted ContactsDirect about getting a replacement for the two pairs of defective lenses.

The agent with whom I chatted said that because I bought them more than 12 months ago, they could not replace them for me because it was outside their return policy. I noted that I wouldn't know something was defective until I actually used the lens, and so I asked them to be flexible on the time window. They refused to offer a replacement.

I feel that the return policy punishes me for buying a 12-month supply and for not buying it just before I run of lenses. I am disappointed in the company.

Straight TRASH of a company. Placed order on 7/1. Delivery supposed to be on 7/8. Customer service bot said late shipment will be delivered 7/16. Straight lie. Still no package.

I had ordered from here once before and had no issues, but this time around has been a whole different story. My contact lenses shipped on May 24 & on May 29 were supposedly transferred from UPS to my local USPS. It is now June 5 and there has been no movement. I called my local post office and they explained that they have not actually received the package yet & what I was seeing on tracking was that they had received a shipment from UPS, but the fact that my package was not scanned as accepted meant that they had not received it. He suggested I reach out directly to ContactsDirect, but I started with UPS since they transferred the package. UPS also said to reach out to ContactsDirect, so I did. I explained what was going on and the customer service rep (Cindy) said that USPS is slow and they have 7-10 business days to deliver once they receive the package and we were still within that timeframe. However, their shipping information email states that I would receive the contacts within 7-10 business days. It is now the 10th business day, but she's telling me that I now have to wait ANOTHER 7-10 days for USPS to deliver a package they're telling me they don't have? It just does not make sense. The rep was not helpful at all and told me to reach back out on Tuesday if I don't receive them. Good customer service would expedite a reorder immediately.

Absolutely the worst. Highest prices anywhere poor customer service. 3 weeks in an no contacts yet

Contacts never arrived
Tracking number was wrong because it went to DHL not USPS- customer service lady was rude and said it is a problem they are having with all the orders but didn’t apologize for the inconvenience
Please fix the tracking number system.

I received defective contacts through ContactsDirect. Not incorrect prescription but white/hazy contacts with no prescription in them. I have been trying to return them and get a new order sent but they will only process exchanges by leaving a voicemail and supposedly returning your call. It's been over 48 hours on my voicemail and no response. I was able to speak to a representative from ContactsDirect but she confirmed that she is unable to do anything and it must be done by this team that is unable to be reached any other way. This is entirely unacceptable. I will continue to leave voicemails until I can get a new order of contacts (over $500 worth tied up in this).

I am having a terrible customer service experience with Contacts Direct, I have been using them for the last year to order contacts and I received my prescription with no issues. My most recent order was on 01/01/2020. I take accountability for order the wrong prescription, this is where my issue comes in. I have been having HELL trying to return these contacts. I think it is ridiculous and completely asinine that you can only initiate a return by leaving a message. They don't call or email you back. At first, I wanted to exchange, now I want a full refund so that I can use my vision benefits elsewhere. I am going to be livid if I have to pay for my contact lenses out of pocket for this entire year. I have called customer service and did the chat only to be told that returns can only be initiated via voicemail. It's horrible. I will NEVER use them again and I plan to complain to my insurance as well, they shouldn't even suggest that customers use them with such terrible customer service. I've already had to order a new box of contacts from LensCrafters and pay out of my pocket while I'm waiting to get this resolved. Do better ContactsDirect!

01/20/2020 Update: ContactsDirect has redeemed itself. I am pleased with the way this situation was handled. Someone contacted me on Friday to work with me on getting this resolved. I received a label to send back the incorrect contact lenses and I received my new contacts lenses today via UPS delivery. It the correct prescription. I am pleased and grateful.

Placed 2 orders for my son's contacts. Wanted him to return to school without the heavy glasses he's been wearing since age 2. He's now 13. Well contacts direct is making it impossible to use my insurance before it expires. The 1st order 12/28/19 was cancelled within an hour of providing the prescription and doctor info on a Saturday. Low and behold they cancel it because they cannot get a hold of the doctor to confirm. Of curse not its midnight and the wknd! I have a Kaiser prescription and they never give me a direct line so you have to use their automated system for everything. So I placed a second order 12/29/19. Waited until Monday to upload the prescription and guess what? 20 minutes later order cancelled for the same reason. Now It's been 30 mins on the phone with customer care and I don't think she has a clue how to help but I'm keeping hope alive. I just ordered contacts from them using my Kaiser prescription and had no problem. So idk why they're cancelling my order so fast. The company just informed me that I need to create an account for my minor son using my info because nothing is wrong on their end. Yet they are the ones giving the excuse why they keep cancelling my orders. BBB is next on my list.

I never write reviews but this customer experience was by far the worst I have ever had. I received my order on 9/23. Both boxes of contacts were the same prescription. I ordered two boxes one of which for the right eye and one for the left eye. My eyes have different prescriptions. The prescription was provided along with the contact information for my optometrist. I emailed customer service explaining the mix up and was directed to call in a response. I called customer service and was informed that the correct box would be rush ordered. I received what was supposed to be the corrected order on 10/2. The prescription was wrong again. I called customer service again and explained the entire situation. I was directed to leave a voicemail on the return/exchange mailbox. I left a message on 10/17. 5 days later I called customer service because I never received a response. I was again given no answers or solutions. I am now not able to use my insurance coverage and have one eye correct.

The website was easy to navigate and my contacts arrived in roughly 10 days --- only issue was that they were the incorrect product. After speaking with the customer service rep, I was informed that ContactsDirect does not even carry the particular product I ordered. I sent them back, as instructed, but was told since I opened the box they can not replace them or refund my payment.
What kind of quality control does this company have ... confirming an order for product they do not carry and sending out product which does not match the prescription. AVOID Contacts Direct ... and now no response from the Customer Service Team

DO NOT buy contacts from Contacts Direct. There was a problem with the prescription they sent me. Everyone makes mistakes, no problem. But after contacting their support there has been no action. They do not reply to inquiries. Nothing. I am left with $400 worth of the wrong prescription contacts and they go silent. Go elsewhere and avoid ContactsDirect

Completely disappointed with the service. just very courteous by phone.

I ordered lenses a year ago. Everything was fine. But after 1 year they become to send you promotional emails with the same information EVERY SINGLE DAY. The problem is that there is no way to unsubscribe from them, because there just only option to go to their web-site and "update profile", where you can just only sign up for their promotions and NOT to UNsubscribe. Contacting with them didn't help. Be cautious.