I’m very frustrated because I placed and order two days ago and uploaded a prescription but no one can tell me if my order will ship soon or not. I cannot get anyone to take ownership of my order fulfillment only get vague and varying answers.
Review by Iqwest1 month ago
Worst customer service ever. I called and chatted multiple times to check on my order and received a different response each time. All you have to do is look at the other reviews to know to stay away. Once o tried to cancel they said my order was already scheduled to be shipped even though my order status still shows being fulfilled. I have ordered several hundred dollars worth of contacts this year from them. NEVER AGAIN!!
Review by Pacquiao1 month ago
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
Review by OscarCustomer2 months ago
Poor customer service. Placed an order on 8/26/19, uploaded the prescription, received an order confirmation and then waited....NOTHING. On 9/4/19 I contacted them because online my order said cancelled. My prescription was backwards. I put the prescription for my right eye on the left and vice versa. Instead of contacting me by phone or email, or here's a thought - JUST SWAP MY ORDER AROUND! - my order was cancelled without any notification. I was already pushing the use of my contacts and now I have to order from someone else to get some ASAP. This was my first and last time using this service. And turns out - not that much of a savings if I had ordered directly from the eye doctor, since the eye doctor was also offering a rebate on an annual supply.
Review by Navaneethan3 months ago
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
Review by Soundra Raboudi3 months ago
Completely disappointed with the service. just very courteous by phone.
Review by Rusek3 months ago
I received the wrong Rx for my right eye! I emailed you a copy of my Rx and you still managed to mess it up. This will be the last time that I order from your company. Now I have to wait for you to send a return label so that I can send back the wrong Rx and wait another week to receive the correct Rx.
Review by Tether Streefkerk3 months ago
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.
Review by Ayam5 months ago
I only ordered through Contacts Direct because they direct billed my insurance. What a scam. I had the items in my cart with the discount code they provided. When I went back and added my insurance my cost went up $15 because they removed they coupon code and added some bogus coupon for insurance use.
I won't order from them again and play their pricing games. Just go to Sam's Club and get a better price every day, for every customer. No coupon codes or games necessary!
Review by Fanderson Tamburro7 months ago
Horrible customer service. Everything is automated. I ordered contacts. My Dr.’s office has an automated line where you have to pick options, so the contact direct automation didn’t understand and immediately cancelled my order. The emails all went to my junk box, so I didn’t see them. I logged on to check on the status of the order, and it says confirmed with exceptions. So, I call in. The lady I talked to explained what happened, and then said I would have to start the process all over. I thought this was supposed to be a better option than going in to the office, I was wrong. What a hassle.
Review by JillK League7 months ago
Worst customer service EVER!!! Buyer beware, the price in your cart will change after you hit submit. Upon calling customer service I was told that was the tax on the subtotal. Strange because still didn't add up to the additional $23.49. So I questioned it again and was told she'd have to submit a ticket to escalation department. Thanks but no thanks not interested!!.....First time buyer with ContactsDirect for my families contact needs. Never again! Canceled order....oh wait it's already in processing you'll have to setup a return when you receive. TERRIBLE COMPANY!!
Review by Maggdy Bilbao7 months ago
Ordering was a breeze! My official provider going forward! Kudos to Colin for prompt customer service!
Review by Canal11 months ago
Unfortunately, my vision plan only allows me to order from this company. Website is terrible. I've tried entering my vision insurance information for two days and it still doesn't work. Prices higher than competitive sites too. I tried calling the 1800 number for help, but they only use automated prompts (i.e. no way to talk to an actual human being) and the computer is worthless.
Review by Sigridur1 year ago
Absolute shocking service.
Extremely slow response times from customer service. Even when express delivery has been paid for. Customer service took too long to respond so I tried to cancel and receive a refund. The order has not even been dispatched and I apparently cannot receive a refund.
Review by Keylan1 year ago
Contacts direct failed. Do Not order from them. Customer services is terrible. I had to have the contacts by a certain date because I am leaving the country on vacation. I paid an extra $20 for expedited shipping, This should have been a clue that time of delivery was important. When they couldn't verify the prescription instead of calling me they sent me an email 3 days later. Now they have to ship today overnight for me to have them by Tuesday, Monday is labor day. So if they do not get here I am going on vacation with no contacts. ContactsDirect is failing. All customer service did was give excuses and policy. I emailed them the prescription. We will see, but I don't have any faith that my contacts will be here before I leave. BTW, to show what idiots ContactsDirect is my order number is 23 digits long. Haven't they heard of using a combination of digits and letters and a date. They don't seem very smart. All I can say is Do Not order your contacts from ContactsDirect, they screwed me.
This is 20 minutes later. Just had a call from Heaven at Contacts direct. They were concerned about me being unhappy with Contacts Direct. Due to her intervention I will have my contacts by Tuesday, going on vacation on Wednesday. Sometimes it takes a person to look at a situation and then just fix it it. This is what I call EXCELLENT customer service. Heaven turned my frown upside down (sorry I couldn't resist using this old saying). I am a happy camper, will do future business with Contacts Direct. Thanks Heaven!
Review by Vectian1 year ago
DO NOT ORDER FROM THIS COMPANY! I tried to order contacts for our son 3 times and ended up having to get them from another company. FIRST attempt-ordered them online and it didn't pull my $150 contact allowance as it said it would so they charged me the FULL amount (out of checking) WITHOUT WARNING...I had to call in and get it reversed, find out why it didn't pull my allowance etc etc. After almost an hour on the phone they FINALLY figured out what was wrong. SECOND attempt- Re-ordered them over the phone using our $150 allowance, BUT the rep entered the prescription incorrectly! It took 2 MORE days for them to notify us (via email) they cancelled the order. THIRD attempt-Re-ordered them AGAIN with 1-2 day shipping this time. Called in on day 3 to check status of order to be told they are out of stock! I asked when they planned to tell me. She said there's no system in place to notify customers of that! Oh, and she also gave NO date when they WOULD be back in stock. I immediately said to cancel this order! During all of this wasted time, our money used for these orders is STILL unavailable to us. I highly recommend taking your business elsewhere if you don't want your orders and funds screwed up!!!
Review by Sorav Rallis1 year ago
Very great process - I filled out a couple of boxes and they were able to find my insurance plan easily. Their contacts were a bit pricier than competitors, but there are a bunch of promo codes floating around the interwebs, and I ended up getting a years supply of contacts with express delivery for $0 out of pocket after insurance!
Review by Febrianti Morenas1 year ago
Really difficult to do business with, hardly any response to emails - just overall poor, lazy customer service. After 2 weeks of issues, I've gone back to my previous supplier who was able to get my lenses out to me the next day with no hassle and cheaper!! Just a useless company I'd advise to avoid.
Review by CustomerScouter1 year ago
I was having issues inputting my insurance information (which all in all right there is a great reason to use contacts direct, no claim forms) and use their live chat and I was able to get everything taken care of without having to speak with anyone. Contacts direct verified my insurance and they didn't ask for my credit card during the live chat, I got to just go right into my cart put in my credit card information and order my contacts. My insurance discount was in there as well and they gave me free shipping! Nice job Contacts Direct!
Review by Buggirl Augustin1 year ago
Brian P was excellent! I used the live chat yesterday to get assistance. My order was cancelled because the there were issues with the place I went to do my eye exam (the RX could not be confirmed). When I tried to reorder, the insurance credit I had no longer was available because it was applied to the cancelled order. Brian was able to request a reversal in a timely manner. I also had a very hard time with the provider I used and was extremely frustrated with the entire experience. With my vacation coming up in less than 2 weeks and needing my contacts asap, Brian was able to assist me exceptionally! I did not ask him to go above and beyond, however that's what prompted this review. He went above and beyond not knowing I was extremely frustrated with the eye exam that had nothing to do with Contacts Direct. He made the entire experience that much better just by being kind and helpful. This was my first time contacting customer service and my first impression was greatly exceeded. Definitely will be returning for future purchases and spreading the word about Contacts Direct! (Great job Brian!)
Review by Dhoback Kubes1 year ago
I needed to revise an order and had to call customer service. The customer service representative, Kia, was phenomenal! She was very courteous helped me cancel my order and reviewed my eye benefits with my insurance company. This was the best customer service experience I can recall in recent memory.
Review by Talialyn1 year ago
I wanted to place an order for 1 box of contacts. I had a remaining allowance balance with my insurance. Contacts Direct was able to see the dollar amount I had available but was unable to apply this amount to purchase my contact. I was advised they had to get with IT which should take 24-48 hours. It has been two weeks to date & still no ETA on simply applying a credit of 32.00. Horrible 1st experience & will not go thru this vendor again.
Review by Codedonald1 year ago
First time customer. Excellent customer service representative (which is rare these days), easy to order, great pricing, received lenses within 48 hrs. Will order again.
Review by Rushan Rajwanshi1 year ago
Tip notch customer service and got contacts in like 36 hours!!😀
Review by Takanashi1 year ago
Fast shipping, able to email our prescription for faster verification.