Unfortunately there is a problem with my lenses. I feel as though it's the new RX. Because I opened the boxes, I'm SOL. I wore my old rx until new lenses arrived so had no experience with new Rx but I believe it is wrong or there is a problem with the lenses. Very uncomfortable and I can't read small print that I could before.
Review by Greenspire3 months ago
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.
Review by Beckabennettt3 months ago
Very disappointed. Placed order on 11/30/19, prescription was verified, and I received a tracking # on 12/2/19 but the contacts never arrived! Other than the tracking # email, ContactsDirect had NO communication with me.
I realized I wasn't going to receive any contacts on 12/16/19 as I had a refund from them in my checking account. Again, no communication. Since they initiated the refund, I feel like they intentionally sold me an item they didn't have in stock.
Had I known that they might not have the item, I would have ordered from somewhere else. By the time I realized I wouldn't receive my order, my benefits plan year was over.
This company totally wasted my time and made it so that I wasted my money on my vision premiums for 2018-2019. I have no contacts and no recourse. Very disappointed.
Review by Cevana Persico3 months ago
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.
Review by Logeswaran4 months ago
I initially placed my order 10/15/2019. Did not receive my contacts so I followed up via email 11/22/2019 -- staff was attentive, but advised there was an issue with the delivery, so it was sent back. I was never notified of this change. I was highly dissatisfied at this point, but because the representative seemed accommodating, I placed a new order that day 11/22/2019. I was advised my order would be upgraded to express 1-2 day shipping. Still no contacts. I emailed ContactsDirect for follow up 11/30/2019 and still have not heard back. I've checked my HSA account and I do not see any purchase with ContactsDirect --- given ContactsDirect is not communicating with me, I can only assume my order was never placed. Highly dissatisfied with everything. I don't typically write reviews, but this is unacceptable.
Update --- I called ContactsDirect 12/05/19 and immediately a staff member answered, which was interesting given I still hadn't received an email back. Initially, I was informed there was a manufacturer issue but I'd be able to receive my contacts next week. Upon further review, the staff member advised I wouldn't receive my contacts until 01/10/2020 at the latest. I understand that sometimes things happen out of the company's control; however, communication should be a top priority. I placed my order in October --- this has been dragged out until December. I cancelled my order. I was contacted by ContactsDirect for this review; however, I am finished with this company.
Review by FaringdonFolly Bracchi4 months ago
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 Mr Nur Borbonus5 months ago
Use 1-800 Contacts. ContactsDirect is literally the worst. I started an exchange on November 2nd and today November 29th, I still do not have my new contacts or a refund. Their customer service has been a pain to work with, I leave a message and they say they will send me an email, I never receive any emails. Their exchanges take 8-15 days to process in the warehouse alone. They make you pay for expedited shipping. You can only return unopened boxes (even if you bought it from them).
Within an hour of posting this review, I got a call from a supervisor in customer service, apologizing for the delay in my exchange and lack of communication. They issued my refund for the contacts I had exchanged and applied an additional discount on top of the Black Friday code I had used. While I was greatly disappointed with my experience, I am equally impressed with the responsiveness and concern of their management and for remedying the situation. If you run into any issues like I did, it can be fixed!
Review by Iqwest5 months 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 Pacquiao5 months 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 CampfireVic6 months ago
First, I was charged twice. That was never credited back to my account like I was told it would be in 3-5 business days. Then they couldn't verify my prescription which I've never had issue before, therefore my order was cancelled. Today, over a month later, I still haven't received credit for the charges and I received my statement of benefits from my insurance company. $120.00 was paid put to them long after my order was cancelled. Despite cancellation of the order, they did not cancel the insurance claim. So now until this is resolved, I cannot use my benefits elsewhere.
Use caution and if you do not have script in hand, do not count on them to verify it and check your bank statements and benefit statements
Review by OscarCustomer7 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 Navaneethan7 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 Raboudi7 months ago
Completely disappointed with the service. just very courteous by phone.
Review by Rusek7 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 Streefkerk8 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 Ayam9 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 Tamburro11 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 League11 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 Bilbao1 year ago
Ordering was a breeze! My official provider going forward! Kudos to Colin for prompt customer service!
Review by Canal1 year 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.