ComplaintsforWebEyeCare, Inc.

• Initial Complaint

  06/08/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I placed an order for contacts with the company on 5/6/23 (Order #********). After depleting the contact supply I had on hand, I opened the contacts I recently received from WebEyeCare. I noticed they sent me the incorrect contacts on 5/23/23 and contacted their customer support to have the contacts replaced. They would not replace the product they sent me in error until they received the incorrect product back to them. I shipped the contacts back to them via *** on 5/26/23 and their customer support confirmed they received them on 5/30/23. It is now 6/8/23 and I still have not received the correct contacts back from WebEyeCare. I have attempted contacting their customer service twice (6/5/23 and 6/8/23) and they have not responded. In the meantime, I ran out of my supply of contacts and I had to purchase contacts from another company.

  

  Business response

  06/08/2023

  Hello. We do sincerely apologize for the less-than-ideal experience you've had so far.

  Typically, this situation does not occur, however, it appears that there was a packing error with the original order. Unfortunately, our policies do indicate that credits, refunds, or exchanges will only be issued after your returned package is received and processed.

  Our customer service management team has been alerted to the communication complaint surrounding your order and will be investigating your order's touch points.

  Your replacement package of the correct lenses has been shipped out. Tracking for the replacement package was sent to you on 6/5/2023 which you replied to asking for an update. At this time, the only information we have from the carrier is listed through that tracking link. 

  We do appreciate your feedback. Thank you for reaching out to WebEyeCare.

  Customer response

  06/15/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********.  The response was not satisfactory because the company did not explain why it took them so long to ship the contacts.  They received the return box on 5/30/22 and the correct box was not shipped out until 6/2/23.  It was their error and there was nothing done to compensate their error.  They did not ship it out with high priority shipping or make a credit adjustment due to the error. In fact they made me purchases contacts from another company because I ran out of my supply due to their error.
  
  Regards,
  
  *************************
  

• Initial Complaint

  03/27/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Regarding order #******** placed on 5/19/22. I paid for and received two boxes of contact lenses for a total of 12 contacts, or 6 pairs. However, upon opening one in January 2023 I discovered that it was empty. If one lens is missing, it might as well be two, because you can only wear them in pairs. I messaged the company and was assured a replacement would be sent to me. I'm still waiting. I sent a message to them recently to follow up and got no response.

  

  Business response

  03/27/2023

  Hello, 

  We do sincerely apologize for any inconvenience caused. Our customer service management staff has been alerted to the issue that occurred in January for quality and re-training purposes. It has been confirmed that the request for a replacement lens has been sent to the manufacturer as of today, Monday, 3/27/2023, and tracking information for that replacement will be sent once it's received. 

  For any additional assistance, please email our customer service team at [email protected] or call at **************.

  Thank you!

  Customer response

  04/25/2023

  Better Business Bureau:
  
  This response message took a MONTH to reach me?!

  Other than that, I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I did finally receive a replacement, although it was sent to the wrong address because no one bothered to confirm it.

  Regards,
  
  ***********************

• Initial Complaint

  02/10/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I used this company for the first time to order contact lenses and received the wrong power for my prescription. I was due to receive a negative power and received a positive one, which in essence means I cannot use it. I received the contacts in Dec. 2022 and just yesterday, February 9,2023 went to use them. I proceeded to put them in and could not see. I’ve been wearing Contacts since I’m 18 years old and this has never happened. I was afraid. I immediately went to my eye doctor and he told me that I was given a positive power prescription and not a negative so it made sense that I could not see out of them. I contacted the 888 customer service number for WebCare this morning February 10 and was told that it was my mistake and there was nothing they could do about it. I told them that I could only see the invoice that was sent with the boxes that were sent matching the positive on the invoice to the positive on the box but that doesn’t mean that that’s what I entered. The woman at customer service told me that I did enter the positive. I found that hard to believe since I was reading my old prescription lens box as I was placing the order which clearly said negative. I was also told they only have my dr’s office 8 hours to confirm the prescription. Not a lot of time. I’ve worked in customer service before and there was always a resolution to be had to help the customer get through an error. Again I have to believe it was my error but I am not convinced that it was as I could not see what I entered. I was upset that I was not offered either a discount on placing new ones they just wanted me to eat the charge and keep the lenses because the box was open and offered me no resolution whatsoever. I told them I thought that was a terrible way to handle a new customer and that I would file a complaint and so I am. I would like to hear from the company if there is another way they can handle this to help get me the correct contacts. Thank you.

  

  Business response

  02/10/2023

  Hello. We do sincerely apologize for the less than ideal experience youve had. It appears that your order is currently being reviewed by management for an alternate resolution and a customer service manager will be reaching out to you.
  

• Initial Complaint

  01/26/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered contact lenses from WebEyeCare on January 10, 2023. Order number is: #********. On January 17, 2023 I received an email saying the lenses were backordered and they would not be send until Febuary 6 or later. I called to cancel the order. I received no confirmation that the order was cancelled. I used Chat and Email to again try to cancel the order and get a refund. No confirmation that the order was cancelled. Today January 26 I am told that I cannot cancel the order (that has not yet shipped), but I can return the order for a refund less restocking fee of 25% when I get the lenses sometime after February 6. This is just wrong. The lenses are backordered and have not shipped. They expect me to return them sometime after they are shipped if I want a refund (less 25%). I don't want the lenses (don't ship them). I want a full refund.

  

  Business response

  01/26/2023

  Hello. We do sincerely apologize for the delay in your order. Due to restraints in our warehouse's system as well as a global supply shortage, some orders are taking longer than others to fulfill and we have advertised this as such on the product pages (see attached.)

  All that being said, your order has shipped and tracking information should have been sent to the email address on file. If you do choose to return the lenses, we will issue a full refund to your account upon receipt of the returned items.

• Initial Complaint

  11/14/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I placed an order and paid extra for 2 day expedited shipping. My order took 5 days to arrive and they are refusing to refund a portion of the shipping. They are lying and saying that my prescription was not verified in time when I have a text from their company proving that it was. Theyre saying my prescription wasnt verified until 5pm, and it was verified at 1:36. Their cutoff for expedited shipping is 2pm. I should not have been charged for expedited shipping

  

  Business response

  12/06/2022

  Hello ********, 

  We sincerely apologize for any inconvenience you've experienced during your order being placed & shipped. While we do have processes in place to prevent what happened from occurring, it appears that not all of them were implemented this time. We have alerted management to the issues you encountered to ensure a better, more effective process is put in place to prevent this from happening again.

  In regards to your order, a refund for the expedited shipping has been issued. Please allow 1 - 3 business days for the funds to reflect as a credit in your account. 

  Thank you again for bringing this issue to our attention. We look forward to assisting you with your next eyecare order. 

  Customer response

  12/12/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ***********************************
  

• Initial Complaint

  02/17/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I ordered contacts. They sent me the wrong prescription. They have yet failed to make it right. It has been since December since I ordered. Over 2 weeks waiting for them to make it right.

  

  Business response

  02/25/2022

  Hi ******.
  
  We're sorry you feel the that order was handled incorrectly however the order was placed, verified, and shipped in accordance with the Fairness to Contact Lens Consumers Act.
  
  After a thorough investigation, there are 2 key points that need to be addressed:
  
  1) The order was placed online with the incorrect power specified for your left eye. The order was placed with a + power instead of a - power. 
  A) While we cannot go back and assist you in placing the order correctly, return instructions, a return label, and replacement lenses have been provided & ordered for you.
  
  2) Your eye care provider, Dr. A******************'s office, was contacted for verification and approved the order as you placed it with the incorrect power.
  A) The order was placed and shipped to you the way it was placed and verified online. If you would like an emailed copy of the verification form sent to your eye care provider and approved, we would be more than happy to send that to you.
  
  As far as the delay in processing, the returned lenses were received on 2/11/22 at which point they were given to our Returns Department. Per our site's terms of service, returns can take 2-3 weeks to be processed. Your exchange was processed expeditiously within 1 week on 2/18/22.
  
  One box of replacement lenses has been shipped and the other is backordered with the manufacturer. Tracking has already been sent for the shipped replacement and will be provided for the backordered lens once it is available. 
  
  All of the aforementioned information can be found in the attachments provided with this case. 
  
  We do apologize for any inconvenience this has caused. 
  

• Initial Complaint

  06/01/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Order #******** Attempted to place online order May, 2021, date unknown. Trouble adding new contacts to cart. Contacted customer service, explained and was instructed to take any old order and reorder BUT add/upload the new prescription. He stated the new eye doctor would be contacted to verify the new prescription and the new product would ship. I questioned this and rep stated worst case the order would be placed on hold and I would be contacted. This DID NOT happen. WebEyeCare contacted old doctor on file, not new one provided on new prescription uploaded. When old doctor didn't respond- old contacts from 2019 (3 YEARS EXPIRED) shipped. Received Saturday, 5/22/2021, called next business day, Monday, 5/24/2021. Told incorrect order was not their fault due to how I placed the order. BUT- order was placed as their customer service instructed. I want ********************** to pay for return shipping and waive the 25% restocking fee as I feel a 100% refund is due.

  

  Business response

  06/03/2021

  Thank you for contacting WebEyeCare. We have provided you with return instructions and a return label.

  We've checked your account and no new prescription was provided with your order. The only prescription on file for you is the one that expired in 2019.
  

  If you can help us find proof that a representative told you to place the order wrong we would be happy to waive the restocking fee. 

  At this time the only calls we have from your listed number ************** are from May 22nd and May 24th. As the order was placed May 13th we know these calls are not what you are referring to.

  When we search your email address ************************* we are unable to find any emails or chat transcripts where you are advised to just place any reorder. 

  Until we are able to substantiate your claim that a WebEyeCare Representative told you to place the order wrong we cannot waive the restocking fee that you are advised of in our terms and conditions. 

  Thank you! 

  

  Business response

  07/09/2021

  This order was refunded in Full June 18th. The matter is closed. 

  Customer response

  07/22/2021

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  **********************************************
  

*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. ↩