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Business Profile

Optical Goods

EZContacts.com

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Optical Goods.

Important information

  • Customer Complaint:
    Please be advised that due to the high volume of complaints received for this business, BBB publishes 1 out of every 5 complaints handled through our conciliation process.

Complaints

This profile includes complaints for EZContacts.com's headquarters and its corporate-owned locations. To view all corporate locations, see

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EZContacts.com has 3 locations, listed below.

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    Customer Complaints Summary

    • 320 total complaints in the last 3 years.
    • 117 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:05/06/2025

      Type:Delivery Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I ordered a pair of glasses online on 4-6-25 for $134.92 and EX Contacts withdrew the money from my credit card on 4-8-25. Delivery was said to be within 5-7 days.I have not received my order, emailed and tried calling multiple times. They said they will get back to me but never do.Tracking of shipment still shows in warehouse in **.

      Business Response

      Date: 05/08/2025

      Thanks for reaching out to us and providing feedback. We're sorry to hear that you have not received your glasses in the time frame you were expecting.
      Upon checking your order, we see that you've selected frames with prescription lenses. Please note that as stated on our website, frames with prescription lenses generally take 5-7 business days to process in our lab before they are shipped. Paying extra for expedited shipping unfortunately does not speed up the processing time in our lab. 
      We make this information readily available on our website, but truly apologize if anything wasnt clear to you. We'll be glad to assist you if you wish to downgrade your shipping and refund you the cost or make any changes to your order if you prefer to receive it sooner. Please reach out to us directly at ******************* for further assistance.
      We appreciate your business with us and wish you a wonderful day ahead!

    • Initial Complaint

      Date:07/07/2024

      Type:Delivery Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I order a pair of glasses from ezcontacts.com. May 1st. It is July 7th. When I order them it said in stock. After the first two weeks of not receiving anything I sent out an email to customer service. They then proceed to tell me they have to be made and it wasn't in stock. I was quite upset as in I would not have odred them if it said not in stock. I then continue to wait more weeks, I call customer service they were of no help. I email the company again no changes. It has been two months since I ordered my glasses. I still to this day have no glasses. Take a piece of advice and never order from here. The details in if its in stock is incorrect, the details in how long your order takes are incorrect, The customer service is of no help. The company will take your money and you get no glasses/contacts in return :(

      Business Response

      Date: 07/10/2024

      Hello, 
      We've checked on your order and it looks like there are some unexpected delays. We understand this is inconvenient and want to assure you that we are working to speed up the process.
      If you'd like, we can also see if there's a similar frame in stock that meets your needs. If that works for you, we'll be happy to apply free expedited shipping to your order so that you receive these frames quickly. Let us know if this is something you'd like to explore.
      All the best,

    • Initial Complaint

      Date:03/25/2024

      Type:Product Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      This contact/eyeglass selling company is a complete Scam. I dont understand how they are in business: I paid for contacts that were never delivered. Never got a response from them after I sent several emails. Also they never answer the phone. Never got to speak to anyone. This place is a RIP off!

      Business Response

      Date: 03/26/2024

      Hi there,

      Thanks for reaching out to us and providing feedback.

      Upon looking into your order, it seems that the product you ordered is currently being restocked by our manufacturer and we are still waiting to receive it. The current availability estimate is within the next 5-7 business days. However, it's possible that we may receive it sooner.

      We sincerely apologize that we were not able to update you sooner regarding this delay. Please be assured that we are doing everything we can to expedite your order, so you can receive it as soon as possible.  

      Alternatively, if you'd like to choose a different color or similar model that's in stock, we'll be happy to assist with finding an available selection as well.

      Please let us know if we can be of further assistance by emailing us at *******************.

    • Initial Complaint

      Date:01/05/2023

      Type:Delivery Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I purchased an eyeglass frame (Order #*******) from ezcontacts on 12/17/22. They were supposed to ship in 3-5 days. When I did not receive them I contacted them and was told they would have them in another 3-5 days. Now I get no response. I would just like a truthful and accurate answer as to if and when I will get the frames. It is clear I am getting a run around, very poor to nonexistent customer service. If they cant get them, Id like to know that and be given a refund. (Paid $135.23 including expedited shipping)

      Business Response

      Date: 01/09/2023

      Hi *********,


      Thank you for your review.  I understand your frustration regarding the ambiguous responses you have received from our agents and I can assure you this is not the usual level of service we strive to provide our customers.


       Although I am not looking to excuse your concerns, which are rightly founded, I would just like to explain that due to significant supply chain delays, many glasses brands are unavailable through most retailers.  The ETA we give is based directly on what our manufacturer informs us and is in no way meant to intentionally mislead you.


      With that in mind, it sounds like we can certainly improve the way we communicate this to our customers. You can be assured that we are currently implementing better systems to ship out our products promptly, as well as updating our website to reflect updated and exact shipping times. 


      While I know the above information does not exactly make up for the inconvenience we're causing, please be assured that we are doing everything we can to expedite your order so you can receive it in a timely manner. As soon as we can, we will email you with an exact ETA as well as tracking information. 


      Thank you for your understanding. Let us know if we can continue to help you in any way by switching to a different product that is in stock at our warehouse and/or downgrading your shipping method.


    • Initial Complaint

      Date:12/15/2022

      Type:Delivery Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Original order number ******* was placed on 10/4/2022 on EZContacts website.
      It was a pair of Tory Burch sunglasses, they were not customized and there was no perscription involved.

      Regarding shipping the EZContacts website says: "Orders placed before 2:00pm EST will be processed that same business day. When ordering prescription lenses with your Eyeglasses or Sunglasses, allow 3 - 5 business days for your custom lenses to be made by our optical lab. Note: Some items may take 1-2 days before it reaches our warehouse. If your order will experience a delay due to a backorder, credit card verification problem, or availability problem then we will notify you via e-mail within 24 hours."

      I emailed the vendor on 10/8/2022 in writing and received notification that the business was closed down (without warning) and reopened on 10/18/2022.

      Requested for EZContacts to cancel/refund order in writing on 10/18, 10/22 and 10/25.
      Everytime I attempted to call over the phone, I was not able to get a live person to speak with.

      My requests to cancel my order were ignored and the amount charged to my Visa card was $88.11 on 10/22/2022; package was shipped on 10/23/2022.

      Received package on 10/29/2022 and refused the delivery to be returned back the vendor.
      The returned package has been sitting at the Ridgefield Park, New Jersey post office since 11/4/2022.
      ***** Tracking number **********************

      Contacted vendor in writing on 11/3/2022 about the package sitting at the post office.
      Opened an inquiry with **** and they responded in writing that they made attempts to verify delivery info with EZContacts.

      I contacted EZContacts again on 11/21, 11/22, 11/30, 12/8 and 12/11/2022 in writing.
      Each time they have not been helpful or attempted to resolve this issue.
      I just want a refund for the order I canceled and do not have in my possession.

      Business Response

      Date: 12/19/2022

      Hi *****,

       

      Thank you for taking time out of your day to provide feedback. We aim to provide our customers with the best service possible, so hearing that we fell short of your expectations is saddening.  I sincerely apologize that you were not able to reach us while we were closed for the Jewish high holidays. I understand your frustration and feel terrible that you’ve waited so long for your order with little communication on our end. We assure you this is not the level of service we strive to provide our customers, and we are currently implementing better systems to ship out our products in a timely manner, as well as hiring more customer service agents to respond to our customers promptly. 

       

      We feel fully responsible for the inconvenience we caused and have gone ahead and processed your refund (see details below). Please allow 3-5 business days for the refund to post to your account. 

       

      **** **************** * ******** ******* * *******
      *** *** **** ********** 




      As a courtesy for the inconvenience we caused you, I would also like to offer you a 12% discount for your next order using the code ********. I hope this will go towards making amends. 


      I once again apologize for these issues and hope to earn back your business. Thank you again for leaving us this feedback.

       

    • Initial Complaint

      Date:12/13/2022

      Type:Service or Repair Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      EZContacts.com Order #******* Dec 7, 2022 my order was never shipped. they don't even answer their phones. i tried calling and waited to speak to a live agent for over an hour and no one answered. i called again and they said that because of their high call volume they are not able to answer their calls and the line hangs up. i even signed up for text updates regarding my order. they said that they would update through text when my order is shipped or if there are any problems. i can't get in touch with anyone with this company regarding my order. this company is a scam!!!

      Business Response

      Date: 12/14/2022

      Hi *******,

       

      Thanks for your review. My apologies that you did not receive your order within the time frame you expected. Please note that as clearly stated on our website, the item you ordered had an availability of 3-5 business days. Meaning that once you ordered the item on December 7th, it would not be able to ship until between December 12th and December 14th. 

      Although we are unable to take every single phone call in a timely manner due to the busy holiday season, we do offer an email option which I see you have utilized to already cancel your order as you can see below:

      Master **************** - (-$48.27 refund) - Success
      Dec 13, 2022 4:47:36PM  

       

      Customer Answer

      Date: 12/14/2022

      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and find that their response is a bunch of excuses and unacceptable. There were nothing that stated that there is a 3-5 day hold before shipping the item. When I finally got to speak to someone, she said that, "oh, the item is back in stock today!!! We are preparing it to be shipped. You'll receive your order on December 22nd!!!" after 7 days of no notice and they had already taken my money for the past week!!! How mysteriously convenient was it for them to state that the item was suddenly back in stock when their site nor their representative ever stated that the item was out of stock to begin with!!! I was never notified that the item was out of stock or whatever reason they were trying to give for their negligence. unacceptable. when I asked for a refund that same lady that told me they were going to ship my item today said that they're not able to cancel my order and I asked to speak to a manager. she said that she would transfer me, but she never did!!! she hung up on me instead. I tried calling again and waited for almost an hour to get a hold of someone with no success. so, I wrote them an email and guess what.... they were able to cancel my order!!! the run around and how unprofessional their staff has been it's like a game to them. highly unprofessional and should not be trusted!!!

      Sincerely,

      *****************************



       

    • Initial Complaint

      Date:12/01/2022

      Type:Delivery Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I purchased glasses on 11/15. The product page says "Availability: 4 to 5 Days." It has been two weeks and it has been radio silence, nothing has been shipped, no updates or apologies for a delay!

      Business Response

      Date: 12/04/2022

      Hi ******,

       

      Thank you for taking time out of your day to leave us a review. We strive to provide the best possible customer service with every interaction, so I am terribly sorry we didn't meet your expectations.  I understand your frustration and feel terrible that you’ve waited so long for your order with little communication on our end.
      Since we were not notified about this delay by our vendor, we were unable to forward this information to you immediately. We only learn of these issues upon status requests from our customers. Not an excuse, just explaining. We are definitely working on this issue, and hope to be able to keep our customers more informed in the very near future. I can assure you this is not the level of service we strive to provide our customers, and we are currently implementing better systems to ship out our products in a timely manner, as well as updating our website to reflect more accurate shipping times. 
      As a courtesy for the inconvenience we caused you, I would like to offer you a 12% discount for your next order using the code ********, as well as a free expedited shipping voucher. I hope this will go towards making amends. I would love to chat about this further-please feel free to reach out to me by email: ************************ 
      I once again apologize for the inconvenience we caused and hope to earn back your business. Thank you again for leaving us this invaluable feedback.
      Respectfully,
      ****** ******
      ****** ********* *******
      *********************



    • Initial Complaint

      Date:11/23/2022

      Type:Delivery Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      On 10-16-22 I placed an order for Rayban sunglasses. I have not yet received the order. I called and after about 5 different attempts to reach someone at the business, I finally did and was told they were on backorder. Before this call my order showed “processing” on their site. I have gone back to the website for an update and now it says the order does not exist and it also will not let me log in. These were ordered for my 17 year old son with money he earned working. I am so mad! After reading all of these reviews, I do not ever think they are coming!!! I want a refund. The payment CLEARED my bank account on Nov. 10th. It is NOT a pending charge!!!

      Business Response

      Date: 11/28/2022

      Hi there,

       

      I'm so sorry for all the trouble you've gone through with your order. Please be assured that as requested, your order was canceled and a refund was processed on November 23, 10:26am. The refund will post back to your account within the next 3-5 business days. 

       

      Respectfully,

       

      ****** ******

       

    • Initial Complaint

      Date:10/27/2022

      Type:Delivery Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I ordered expensive glasses more than 6 weeks ago (9/11/22) and still do not have them. I even requested a different pair (on 10/2/22) that would come sooner after waiting weeks and do not have them. What's worse, the phone line is always busy and I've been waiting days between email responses. They also admitted to me that when they say glasses ship in 2-3 days, that means they do not actually have the glasses in their warehouse. So 6 weeks later, they still don't have them and won't get back with me, holding hundreds of dollars ($252) hostage. They should not tell me glasses will ship in 2-3 days and then not even provide updates after several weeks of them not shipping, and hold my money while not having anyone to answer the phones or reply to emails.

    • Initial Complaint

      Date:10/24/2022

      Type:Delivery Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I ordered contact lenses from this business on Sept. 24, 2022. The items were supposed to be shipped within 10 days of my order. I haven't received the lenses yet and when I've tried to call them I've gotten various recordings including that they're too busy to pick up the phone and to email or that they're closed. I did email them only to get a message that they're closed for an extended religious holiday. I emailed them again on Wednesday, Oct. 19 and still haven't gotten a reply. They're failed to provide any updates on delays or communicate about when I might get my order. I'm hoping you can contact them to help me find out if and when they plan to fulfill my order. This is exceptionally poor customer service.

      Customer Answer

      Date: 10/31/2022

      Better Business Bureau:



      I finally received my contact lenses, but it took over 5 weeks to receive them instead of the 5 to 7 business days that was promised. During that time I received no updates and was unable to contact the company until 4 weeks had gone by. After that I spoke with them I was given a shipping date and received a notice of shipment.



      Sincerely,



      **** *****
       





       


    EZContacts.com is NOT a BBB Accredited Business.

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