Complaint Review: Lens.com - MO Louisiana

On May 6th, 2009 I ordered contact lenses Lens.com by phone. I was told that my total was $196.04 US and that shipping is 7-15 business days. On May 15th phoned back because my MasterCard had yet to be charged and I wondered if the order had not gone through. When I called I was told that there was a hold on my order and that it was something to do with being a Canadian customer, but that I would receive an email as soon as it was shipped. To my surprise I received a confirmation email the next day that it had been shipped by FED EX, but there was no tracking number. I was quite surprised and a little curious as to how it was processed so quickly.

Around June 2nd, I still had not received the lenses, so I called to enquire where they might be. I was told that technically the shipping time frame allowed until the 8th of June and to be patient because of Canada Customs. I was then told that it was shipped by a land mail service that was a subsiduary of Fedex and basically that it was USPS. At least, that is what they referred to it as later. Then I allowed until the 9th and called again, where I was told that they should come soon and not to worry. I then called on the 11th and was told that if I do not get my contacts within 6 weeks then Lens.com would refund my money. Their Website clearly states the following; At Lens.com we guarantee that you will receive the exact type and brand of contact lenses specified in your order and confirmed by your eye doctor's prescription. Each pair will arrive sealed in manufacturer's packaging or your entire purchase will be refunded. We also guarantee that all contact lenses will be delivered free of any manufacturer defects or we will replace them at no additional cost.

At no point was I told or given literature that said otherwise. I said that I expect that refund and for them to keep their word that after six weeks I would be fully refunded. I was told not to worry and that I would be taken care of.

On June 17th I came home from work and find a credit from Lens.com on my MasterCard for only $171.00. No one phoned, emailed me or contacted me before doing this, nor did they tell me why. I call them, and the lady says that they were returned for some reason by the "Carrier" who she can't even specify or provide proof of and I was responsible for the shipping and handling costs! She then put me through to customer service who said the same thing! I NEVER GOT THEM TO RETURN THEM IN THE FIRST PLACE!!!!! I NEEDED THESE LENSES AND I THOUGHT THEY WERE A GOOD PRICE!!! I had been waiting since MAY 6th!!! I tried to plead my case with this lady and she said sorry, there's nothing we can do. She also said that the person I talked to claimed they never offered a full refund. She never offered to put me through to anyone else. She also told me bluntly that shipping and handling was non refundable and that it says it somewhere in the web pages. Good luck finding that, because it is written nowhere in my email or the home page. I never expected to be ripped off.

Funny thing is, she has no proof to offer me that they were even sent in the first place, nor proof or tracking to give me to say they were sent back, but yet I have to lose my money and have nothing to show for it.

I hung up completely enraged and then thought, well, maybe there is confusion in the company because one person tells me one thing and one tells me another, so if I call back, maybe I will get someone who actually does care. And I did. I spoke to Candie, who understood my frustration and said she would put the refund for $24.13 through, because by mistake, the shipping department only gave me back the purchase price, and because I never received them in the first place, nor did I return it I should not be charged because sometimes, things just happen, especially mailing to Canada.

FINALLY I was happy with Lens.com, when instead of a phone call by a human, I received this email below;

Elizabeth,

I am aware that you spoke with Candie a few minutes ago. I apologize but she provided you with incorrect information. Your package was shipped to the address that you indicated on the order. This address was also verified by you as correct. The package was scanned as "Returned by Carrier" at your local postal facility. When this happens Lens.com does not refund the shipping or handling. You may want to speak with someone at your Post Office to find out the exact reason for the return. You previously spoke with Lisa and Susan and they both advised that these amounts could not be refunded. This was per Supervisor instruction. Again, we apologize but the shipping and handling is not refundable.

Thank You

Karen

Customer Service Supervisor

Lens.com

Why would I take this woman's word for it? I requested proof and she could give me nothing. So, at this point, I really want to seek action of some sort, as this is ridculous! I don't care if it is only $25.00 US! That was my money and I bet they would be ticked if I just told them I sent something but they didn't get it and now they are $25.00 short. They even emailed me again to offer my same order sent back to me! Like I want to go through that again!

Out of desperation I had to order them somewhere else lastnight and even though this place was more expensive...at least I got them.

Overall I'd say this is a scam and the company does not keep their word. I will call them everyday if I have to. Please save your aggrevation and buy your lenses somewhere else.

Elizabeth

Hamilton, Ontario

Canada