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1-800 Contacts, Inc.

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Reviews 1-800 Contacts, Inc.

1-800 Contacts, Inc. Reviews (45)

goal is to provide the best service in the industry and when we fall short of
that expectation we take it personallyIn this instance we are working as fast
as we can to rectify the concerns and frustrations of our
CustomerIt is true that we have issued a rebate check to the
of $in JuneWe must wait a few more days until 8/8/to check on the
status of that checkOnce we can confirm its status we will follow up with our
customer and reissue the rebate checkWe sincerely apologize for the delayWe
plan to follow up with the Customer on Monday, 8/10/to discuss a reissue of
the rebate check and ensure that the customer is completely satisfied with the
have tried contacting the Customer by phone on 8/4/to go over this
resolution, but there was no live response so we had to leave a message

Dear ***, I am so very sorry that you have not received your checksI did run a search on those and see that we have actually reissued checks times. I am happy to send you a refund of the 200$I want to make sure that we are sending the checks to the correct address, I do
have several addresses on file. I want to make sure that we get you your refund as quickly as possible. Sincerely, AubriCustomer Care Manager1800Contacts

1-Contacts has made numerous attempts to reach the customer by phone to discuss resolution of this issue. 1-Contacts has proposed what it believes is a satisfactory resolution and is awaiting confirmation from customer
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
*** ***
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
*** ***

To whom it may concern We apologize that the other card on file was used to place the most recent order. It is always our custom to use the card the customer would like to use to purchase their lensesOnce
we were told of the other card being charged we have quickly resolved this. We have since refunded that original charge and the customer will now just have one charge on the correct card for the recent order Customer has been contacted and is satisfied with the results. Sincerely1-CONTACTS

value our customers and appreciate feedback on how we may improve our processes
and marketingWe have brought this to our Marketing department for review
customer sent us the email they receivedThe terms and conditions are outlined
on the ordering page embedded in
their email
a customer clicks on the reorder link provided in the email (“Save $50”), it
takes the customer to the ordering page/ cart where it explains the details of
the savingsAs one enters the quantity to order, a detail will show how much
the customer will save and states “You’re saving $after rebate and paying
only $63.50/Box for boxes (Annual Supply)” Details of the rebate can
be found in that message as a hyperlink
this order of box doesn’t meet the qualifications (boxes) of the
rebateThe pricing is also mandated by the manufacturer as the Unilateral
Price Point (UPP)Unfortunately, we aren’t able to offer any discounts or
rebates that extend below $63.50/box for this brandWe have offered the
customer a $gift certificate, a discount to the UPP floor price of
$63.50/box and free expedited shipping on a future order

Dear ***, I am terribly sorry for the misinformationTypically our shipping is business days and Saturday is not included in that. I am happy to refund your money for your orderI do apologize that you were not told that we do not do Saturday deliveriesI am refunding $
for the cost of your lensesI do show that you have already been refunded for the next business day shippingAgain, I am very sorry that you were not told that the order could not be delivered on Saturday.Sincerely, Aubri1800ContactsCustomer Care Manager
I have reviewed the response made by the business in greater detail with regards to complaint ID ***, and find that this resolution is satisfactory to me
*** ***

***, I am terribly sorry that this happenedI can assure you that we did cancel the orderWhen we place an order an authorization hold is placed on your card to assure that the funds are there when the order shipsSince we ended up canceling the order we notify your bank and on our end immediately release the funds Oh the banks end it can take 3-business days for the authorization to fall offAs I stated in my message left to you this morning, I am more than happy to call the bank with you to get the funds released immediatelyI apologize for any confusion and trouble you have had

Dear ***, I am very sorry that you have had this experience with 1800Contacts, we do try to make sure we take care of our customers and apologize that you feel you weren't taken care ofOur Rebate policy is as such, that you have to wait for the weeks to let it process and be paid
outI do show that yours was declined as an oversight but when you spoke to Aubrey she did make sure that it was accepted and put through that same day. After further reviewing your account I show that we did refund you 50$ on 3/for the inconvenience. As understood from the conversation with you, this was to your satisfaction

To whom it may concern We apologize for any misunderstanding with our rebate process and the delay in getting your rebate check. It is our practice to send out the rebate check as soon as we
received the rebate form. The customer did send in the rebate form and we did issue the check right away. We saw the check was cashed and thought the customer received it, but it turns out the check was stolen and cashed by someone else. Now that we’ve heard of what happened we’re going to rush out a check to the customer right away. Customer has been contacted and is aware that they’ll be getting their check and they are satisfied

Complaint: ***
I am rejecting this response because: In the screenshots I sent from the website landing page, the shopping cart page, and the email, there were NO terms and conditions as describedThe ONLY thing that it said was "for qualifying purchases," but it never defined what a qualifying purchase isThe marketing materials are bait and switch because they do not allow the customer to easily obtain or understand an offer
*** ***

Dear *** **, You are correct, we do record all of our calls, I have pulled and listened to the original call where insurance was in questionYou are correct our associate did tell you they would reimburse you and I apologize, typically with insurance benefits that are out of
network we cannot guarantee you will be reimbursed. What should have been advised would have been for you to contact your insurance company to find out if you in-fact did have out of network benefits for Contact Lenses. Since we did guarantee you that you would be reimbursed for the $Please know it was not our intent to mislead or misdirect youYou will see this refund to the credit card used to purchase your lenses with in 5-business daysI will process this for you today.Sincerely, Aubri1800Contacts
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
*** ***
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me as long as my rebate check does come in the mail tomorrow as stated by 1800contacts rep
*** ***

Upon receipt of this complaint 1-looked into this account and confirmed the purchase for $343.59. The order qualified for the discount which 1-applied to the customer’s order. The discount is set up in a way that it does not interfere with the United Airlines sky miles promotion
and would not prevent the customer from receiving the miles . The discount code is the responsibility of 1-800, but further credits are handled by the airline and processing affiliate. The miles credit is processed by the airline through a third party affiliate. 1-spoke with the affiliate to determine why the miles were not awardedAll information required for awarding the miles was properly transmitted by 1-800. It was discovered that there was a glitch that caused the miles to not be awarded as they should be. United and the affiliate are actively working to resolve the issue and assured 1-that upon resolution the miles would be awarded to the customer. We have followed up as a courtesy and believe the miles will be awarded in the near future. Should the customer have further issues with the miles it may be beneficial to reach out to the airline directly. We appreciate the opportunity to resolve this issue

The Customer emailed 1800Contacts on 5/and was told as a time courtesy that we would honor the % discountThe original order was placed with a 20% discount so we gave an additional 10% and the customer should have seen a refund of $Our price match policy does state we only price
match offers that are available to everyone, not offers that are individualized to specific customers

There was a misunderstanding with the customer and an agent on our endWe did reach out to the customer and rectify the situationShe was pleased with the outcome and will likely order from us in the futureWe were able to send her a new box of contact lenses in place of the refund and she was
happy with the outcome

We have tried contacting the customer to resolve the situation several times over the past week and haven't been able to reach the customer

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Address: 261 W Data Dr, Draper, Utah, United States, 84020-2372


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