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Address: 3333 Quality Dr, Rancho Cordova, California, United States, 95670-7985
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I purchased contact lens through Eyeconic April 25 2019. My order was shipped a couple of days later through ***. I called in from work so that I can be home to receive my package when it arrives. I was later ordering my lenses this time so I really needed asap. The day ups was supposed to deliver my package they made a mistake and delivered it to wrong address. When I contacted UPS they told me they will open an investigation and it will take 5-8 business days and suggested I contact the sender ( Eyeconic) to get a replacement till my investigation finishes.
When I contacted Eyeconic they were not helpful, didn't care my package wasn't delivered or didn't want to refund me the money. They stated it will take them 10 days to finish investigation. It's already been 10 days. No solution, every one I talk to gives me the runaround. No supervisor to speak too also. I'm really disappointed with this company and the way they resolve issues.
We write with regard to the complaint filed with the Revdex.com by Rami Obadi. We regret that the experience Mr. had on our site was not to his satisfaction.
Mr. placed his order on www.Eyeconic.com for contact lenses on April 25, 2019, and the order shipped on April 29. He called Eyeconic Customer Service on May 2 regarding the status of his order. The representative notified him that the package showed “Delivered at Front Doors” by *** tracking on 5/2. The customer indicated he did not want to initiate a lost package claim at that time. He emailed on Saturday, May 4 and expressed his desire to start the lost package claim. Eyeconic launched the lost package investigation on May 6, since this was our first business day after his email. We notified Mr. on May 7 that the investigation had been started on his behalf. On May 11, Mr. called for a status update and a representative explained that it could take up to 10 business days for the investigation to be completed. On May 15, Eyeconic requested a replacement order for the customer. On May 16, the customer called Eyeconic for a status update and was told that a replacement order had been placed. The customer explained that he did not receive a notification email regarding the new order, and he explained that he wanted to change the delivery address to the UPS store, rather than his home. The Eyeconic representative notified him that it was too late in the process to change the delivery location. This upset the customer and he eventually hung up on the representative. The replacement contacts were delivered and signed for by Mr. on May 21.
While the order followed the timelines indicated on the website, Eyeconic sincerely regrets any inconvenience experienced by Mr.. We have refunded the shipping for his order. Despite our attempt to improve his experience, however, Mr. has indicated in subsequent correspondence that he remains dissatisfied. Due to this, we will negate the claim filed through his vision insurance, so that he may use his benefits to purchase additional contacts on Eyeconic or with another retailer.
We hope Mr. finds this offer satisfactory.
Sincerely
Revdex.com:
I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.
I order contacts lens from them but never recieved my lenses. When I called to let them know, they told me they will have to open an investigation and it will take 90 days. Bad company, bad service. I don't recommend them to anyone
I purchased glasses through Eyeconic in Dec of 2018. I received them and within a few days noticed how scratched the lenses were. I called to get this resolved and was told to send in pics of the scratches to the warranty dept. I sent in pics to the warranty dept and was told that the images were not clear enough. The solution was to send the glasses back to them to be looked at and then replaced or repaired. In the meantime Eyeconics system glitched and unauthorized $300 of charges to my *** c/c that they had on file. No one knew why this happened and it took well over a month of making hour long hold time and phone calls to get this resolved and be refunded for an unauthorized charge. The funds that they pulled from my card were reserved for a surgery I was having done. So this put me in a bad situation because I had to come up with additional funds to cover the cost of their error. My concern at this time was getting my money back since it was fraudulently charged. It was escalated to a manager who finally took care of it. Never once apologized for the inconvenience that his caused me. The solution provided to me in regards to my glasses is to send them back and they can inspect them and process them as a warranty claim and send out a new pair. I cant see without my glasses so that is not an option for me. I spoke to a manager today to try and get this resolved. I was told the same thing by the manager *** that they are unable to send out a replacement pair until I send this pair back. I am asking in good faith because of the poor customer service experience that I have had from Eyeconic to send out a replacement which upon receiving I will send the damage item back to them immediately. I am not able to see without these glasses and don't think I am being unreasonable to request this exception to be made considering the hardship they caused for me with fraudulently pulling funds from my *** account for no reason.
We write with regard to the complaint filed with the *** by *** regarding her order with www.Eyeconic.com, order ***. We regret that the experience Ms. had on our site was not to her satisfaction.
We have contacted Ms. and we are remaking a replacement set of eyeglasses. Since she requires the glasses to see and we have deemed that they will not cause her harm, we have agreed top let her keep the existing pair until replacement pair arrives. As soon as the lab completes the fabrication of her glasses, the glasses well be shipped with expedited priority to her. Once she receives the new pair, she will return her damaged pair.
We hope Ms. finds this offer satisfactory.
I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.
They advertise a "Gold package" that claims that it provides a coating to the lenses that is "Anti-reflective" and also an "Anti-glare-Great for night driving!"
When I received these glasses, I drove in the early morning with them and there was absolutely no reduction in either glare or reflection on these lenses. I called Eyeconic and spoke to a customer service representative that indicated that they were not "polarized" or any other coating that would actually assist in cutting glare from headlights or reflections off of shiny objects.
This is not a subjective statement. I challenge them to take their own employees and blind test these coatings and see if they can perceive any difference in a blind test.
They claim that the premium coating does these things and they do not. It is false and misleading advertising. I am coordinating a return of the glasses, but this incident will cause my insurance to not allow me to make another claim this year for glasses that I desperately need.
Eyeconic sincerely regrets any dissatisfaction Mr. experienced with his purchase. Different people respond to anti-reflective coatings in different ways, and it is apparent that the Mr. did not respond well to the anti-reflective coating used in this Eyeconic order. Eyeconic will process a full return for Mr., and will ensure Mr. vision care benefits are restored so that he may use them again this benefit year.
We trust this meets Mr. concern.
Trying to get my contacts through Eyeconic has been a nightmare. Their customer service is astonishingly unhelpful. I placed my original order on February 2. I did not hear anything from the company for over 2 weeks, at which point I contacted them and was told they should have notified me within a few days of my order that they'd been unable to verify my prescription with my doctor. I had my doctor fax the prescription to them twice, then Eyeconic sent me an email saying my eye doctor told them I don't have a contacts prescription on file. This is untrue. I contacted my doctor again and personally emailed my prescription to Eyeconic, at which point they said they were unable to fulfill my order. I needed to resubmit it for a different brand. I received an email that I should resubmit my order, my benefits would not be affected, and they would rush ship it to me. Well, not only are my benefits not applied to the new order, but I also received a message that they're unable to verify my prescription and must contact my doctor. I already went through this the first time and ordered the contacts through a direct link sent to me by Eyeconic's customer service based on my prescription! This has been so stressful and I still don't have my contacts a month later.
Long story short - how do I have this long of a story about contacts?! Customer service has completely failed at their job.
I placed an order on 12/28 utilizing my 2018 health benefits. Eyeconic was extremely negligent in notifying me that there was an issue with my prescription and they canceled the order on 1/21/19. This did not allow me to take advantage of my 2018 health benefits.
Eyeconic reached out directly to the Customer and reprocessed the Customer's order to the Customer's satisfaction.
This is the worst company ever. After ordering glasses online I tried to make some corrections to the order. After being on hold for 60 minutes without answer (Monday at 8 to 9 am), I tried their chat service - again no response.
Also, be aware that they will charge CA Sales tax even though as a licensed dispenser they are not entitled to charge the consumer for this, according to information I obtained today from the California Board of Equalization.
Take your business elsewhere!
I ordered 2 pairs of contacts through this company on November 2nd of 2018. I received an email a couple days later stating that my order was suddenly on back order, and wouldn't arrive until November 20th. Ok that's a bit ridiculous. I got am email from them stating that my contacts were going to be sent via ground air 2 day shipping. So I talked to a manager at Eyeconic on 11/16/2018...I explained to her that it doesnt make sense how they have not gotten my contacts in in a 14 day time frame, and this was getting a bit ridiculous...the manager said that she was sorry and then proceeds to tell me that they sent out my order 8 mins before I called and that I would get my contacts Monday 11/19 or 11/20...I asked her this multiple times and she said that I will get them 11/19 or 11/20 and she was going to give me a promo code for my troubles. Well when I 1st contacted them about this the rep on the phone stated that they were going to refund me 10% of my cost (which was fine because I used my insurance to pay for them). Now this manager is trying to give me a promo code on my next purchase? Well what good is that going to do me when I never plan on buying from this company again? That makes no sense at all. So she tells me I will have my contacts monday or tuesday. Well monday comes, and I got on eyeconic's chat session and spoke with a rep to make sure that my contacts had been shipped...as I am talking to rep I get onto UPS with the tracking number and it shows that I am scheduled to receive my contacts 11/23 via UPS!!!! WHAT??? ARE YOU KIDDING ME? So as I am in the chat with eyeconic I told the agent like hey UPS is saying my contacts aren't coming until 11/23...she says no they are scheduled to arrive by the end of the day today (which was 11/19) so I said ok...maybe UPS has their information wrong. So I called UPS and they said no this is scheduled to arrive 11/23 by the end of the day. So I call eyeconic BACK again and speak to a manager....The manager comes on the line and says "oh ya I see that here that they weren't sent out via 2 day ground air like we told you" your freaking kidding me at this point. Right? So I asked him what are you going to do about this since you lied. And he had the nerve to offer me another freaking promo code. No I dont want another damn code I want my contacts in 2 days like you said you were going to deliver. And then he says that they had an issue with my insurance blah blah...no they never had an issue because I've made 2 payments on my insurance policy since I've ordered these contacts and still do not have them. Un freaking real. I called my insurance company and told them what this company has done and even they notated it in my file with them that Eyeconic is giving me the run around and that this is not ok. I find this to be disgusting behavior, and a scam. They lied to me multiple times. And I even told the manager that I read reviews online about them doing this to other people and I dont think this is ok. These are my eyes we are talking about. They lied. They've taken my money and my insurance company's money and have yet to deliver my product. So now I still have to wait almost 3 *** weeks for my contacts? This is a scam and something needs to be done about this. I will make sure that everyone knows not to buy from this company as obviously if you read about them online they have a history of doing this to people and that's not ok at all! I spent $80.00 on these contacts. Even though I used my insurance that's obviously money that I'm paying back so because of my troubles not only do I want my contacts, I want them to at least refund my insurance half the money I spent on these because this is beyond ridiculous.
We write with regard to the complaint filed with the Revdex.com by ***. We regret the experience Ms. had on our site was not to her satisfaction.
By way of background, Ms. placed her order on www.Eyeconic.com for contact lenses on November 1, 2018. The next day, Eyeconic learned from its wholesale distributor that the lenses were on backorder. We immediately notified Ms. and estimated that the backordered lenses would ship between November 13 and November 20, 2018. We also advised her that the lenses would be sent by *** 2nd Day Air, as was supposed to be standard protocol with our wholesale distributor.
Ms.’s order shipped on November 16, 2018. Unfortunately, our wholesale distributor did not follow standard protocol and shipped the order by regular *** Ground instead of *** 2nd Day Air. The package was delivered to Ms. on November 26, 2018.
Ms. contacted Eyeconic’s customer service on November 6, November 13, November 14 and November 16 requesting a status update. Inasmuch as the lenses were on backorder, there was nothing Eyeconic could do to expedite the request other than offer expedited shipping. We offered to reimburse Ms. ten percent (10%) of her order, and then her out of pocket costs for the order, but realized Ms.’s entire ordered was covered by her vision insurance carrier (VSP) so she did not incur any out of pocket costs. For this reason, Eyeconic offered Ms. promotion codes for discounts on future purchases.
Eyeconic sincerely regrets any inconvenience experienced by Ms., and apologizes for failing to ship the order by *** 2nd Day Air. As a remedy, Eyeconic has voided Ms.’s entire VSP insurance claim in the amount of $61.98. Her VSP vision benefits have been reinstated and are available for her use wherever she chooses to use them.
We hope Ms. finds this offer satisfactory.
When I placed my order with this business sure that the products I were ordering were available and ready to ship. A few days later I received an email saying that my items were not available to ship and has been put on back order. Fortunately for me this order it was contact lenses of which I am currently out of and was out of at time of order I was relying on this business is available inventory to get to me a soon as possible. I called the business with my concern that I don’t have any context the moment I’m having trouble seeing and unfortunately I cannot wear glasses. I was informed that one eyeball of lenses was on back order and the other was in stock I had asked them to go ahead and ship the ones that were in stock and I was told no that they could not do that but they must ship together when the others come in. However I was made a promise that as soon as the contact lenses were delivered to iconic, that they would overnight ship them for next day at their cost.Today I received an email stating the lenses are finally in and I use the information in the email I noticed that it was sent for next business day which means I will not get it for three more days. The company promised to send it overnight at their cost for the very next day in this case Saturday. I called him back I told him my concerns and I was told that they refused to pay for Saturday delivery because that’s not their policy and I would come next business day even though they *** made me to promise previous to send it for next day. I’m extremely upset the promises are broken from the get-go when your website lied and said they have product available. I’ve had to wait this long just for once again I promise to be broken. I do hope the Revdex.com with other consumers know what this company does not care about his customers
Eyeconic strives to provide an excellent customer service, and is disappointed when that goal is not met.
Mr. place his contact lens order on March 30, 2018. His prescription was verified with his eye care provider on April 2, 2018. On April 3, 2018, Eyeconic's customer service team notified Mr. that the contacts he requested were on backorder, with no estimated date for delivery. Eyeconic refunded Mr. shipping costs of $18.
On April 4, 2018, Mr. asked if Eyeconic could ship a partial order, but we explained Eyeconic does not have the capability to manage partial shipments through its distributors.
On April 5, 2018, Eyeconic advised Mr. that that full order would ship on April 27, 2018. The order actually shipped one week earlier than expected, on Friday, April 20, 2018 via next business day delivery. Mr. received his shipment the following Monday, April 23, 2018.
Eyeconic regrets that Mr. experienced any concern with his Eyeconic purchase. Mr. redeemed a promotional offer, and we refunded his original shipping cost of $18. Because Mr. is a repeat customer, Eyeconic is also offering Mr. a one-time customer loyalty $150 gift certificate to use toward a future purchase. The gift certificate would be accompanied with a handwritten note expressing gratitude for Mr. business and patience.
We hope this offer will satisfy Mr..
I ordered new glasses from Eyeconic on December 31, 2016 to use my vision benefit for the year (order ***). They shipped the order on January 13, 2017 by *** which arrived on January 17, 2017. The lenses had a specail coating that blocks certain blue light, called *** Blue. Unfortunately the coating interfered with my work as a photographer and graphic designer, so I returned them and ordered a new pair without the extra coating.
After a lot of going around by e-mail I finally got someone to call me and helped me place a new order which was shipped on April 14, 2017, and delivered on April 18, 2017.
I need to have the lenses replaced due to scratches, and under their warranty they offer a one-time replacement. I contacted Eyeconic support on January 22, 2018 to request instructions on the replacement.
I was informed that the warranty was already expired, as they start counting from the day of shipment of the original order (January 13, 2017), not when the customer receives the actual order, and not when the customer receives the final and correct item. In my case, I didn't receive my correct order until April 14, 2017, and as a result only have a warranty of 8 months and 30 days.
The customer service representative directed me to look at the website's FAQ page for the posted warranty information. It is absurd to advertise a 1 year warranty and then start the clock from when the order is handed to *** and not when the item is delivered to the customer. If I buy a product at BestBuy, the manufacturer's warranty starts the day I buy the item, not when it was shipped to the store.
Please see written response of Eyeconic, attached.
Thank you
We are in receipt of the notification from the Revdex.com of a complaint submitted by *** concerning the warranty applicable to the eyewear he purchased on www.eyeconic.com ("Eyeconic"). We wish to take this opportunity to demonstrate how Eyeconic honored the customer's exchange request (on both frames and coatings) of his original order. According to Eyeconic's records, the customer placed his order on December 31, 2016, for a pair of prescription eyeglasses. The original order was shipped on January 13, 2017. The customer submitted a request to return the glasses on January 24, 2017 on the basis that the frames were too big for his face, and the blue light coating on his lenses made it hard to see. Eyeconic received the returned glasses on February 22, 2017. Needing more information to process the exchange, Eyeconic contacted the customer the same day (i.e., February 22, 2017). Approximately three weeks later, having heard no response from the customer, Eyeconic reached out to him again on March 14, 2017. The customer finally called Eyeconic back on March 15, 2017 at which time he only asked about frame measurements. That same day, Eyeconic sent the customer screenshots of the frames he was inquiring about. Having again heard no response, Eyeconic customer service representatives sent two emails on March 22, 2017. The customer replied asking for Eyeconic to give him a call. As instructed, Eyeconic called him that day, but there was no answer. On March 27, 2017, Eyeconic called the customer again. The customer answered, but he was driving and could not look at the frame options. Eyeconic followed up the same day with an email providing him with the frame options and confirming the *** coating could be removed. Eyeconic tried to reach the customer again that day to confirm which frames he decided upon. The customer finally responded, confirming the frame he wanted. The exchange was formally processed on April 7, 2017 (removing the ***), and the new frames were shipped on April 14, 2017. The customer contacted Eyeconic again on January 22, 2018 asking to replace the lenses due to scratches. Eyeconic's warranty policy on its website states: "EYECONIC PRODUCT WARRANTY POLICY All products available on Eyeconic — including frames, contact lenses, prescription lenses, and lens enhancements come with a one-year, one-time use warranty from your original purchase date for defects in material and workmanship." (Emphasis added.) The original frames were ordered on December 31, 2016, and shipped on January 13, 2017. By the customer's own admission, he received the original frames on January 17, 2017. Eyeconic honored the customer's exchange for frames as well as removal of the *** coating. Even disregarding the efforts Eyeconic made to ensure the customer was satisfied with his frames, his request to replace his lenses was made on January 22, 2018 -- over one year from the original purchase date (and over a year after he received the original order). To read Eyeconic's warranty as recalculating from any warranty services would mean customers could continually trade in and trade up their frames and lenses, which would be a considerable cost burden for Eyeconic — or any other product retailers who offer similar warranties. We regret the customer experienced any difficulties with his original order, and we have made several attempts to make it right for him. We honored the customer's original frame exchange and removed the *** coating at his request. Eyeconic must now stand by its stated products warranty policy which makes clear that Eyeconic offers a one-year, one-time use warranty from the original purchase date. We trust this satisfies your inquiry, but please let us know if you require any more information to evaluate this consumer complaint.
Very Truly Yours
I ordered *** from this company and all over the website, it says they will honor returns or exchanges. However, when I returned the contacts because my eyes get too irritated they refused to give my benefits back OR exchange them for eyeglasses as the box was opened. How can you try something without opening the box I ask?? I used 4 of the *** and return the rest unopened. I want my benefit returned or a refund. I am no longer interested in a set of eyeglasses from this company as I do not care for the rude customer service I received.
As a distributor of contact lenses, Eyeconic is bound by the policies of its upstream contact lens manufacturers and wholesale retailers. The wholesale retailer from whom Eyeconic procures its contact lens supplies will not honor refunds on unopened boxes of contact lenses since wholesale retailer is unable to resell those products. However, in an effort to provide excellent customer service, Eyeconic hereby offers to provide the Complainant a one-time refund on this order, and to reinstate the Complainant's vision care benefits so she can use her benefits for an eyewear order.
We trust this is an acceptable resolution to the Complainant.
eyeconic has terrible, terrible service. They cancelled my order against my will for a very minor error, in their favor I might add, and that cancellation forfeitted my entire year's benefits since it was end of the year. Zero followup service, rude responses. Their webiste is inexorably overpriced. Never vsp never eyeconic again.