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Business Profile

Contact Lenses

WebEyeCare, Inc.

Complaints

Customer Complaints Summary

  • 26 total complaints in the last 3 years.
  • 12 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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:07/08/2025

    Type:Product Issues
    Status:
    ResolvedMore info

    Complaint statuses

    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 chose their online eye exam specifically to remove the multifocal aspect of my Rx because the other online services I researched stated clearly that they would only renew, not change an Rx. This company did NOT make this statement, so I purchased the eye exam and reiterated that I wanted the multifocal removed. Yet, I received an Rx that included the multifocal aspect. When I contacted them to correct this, I was told for the first time that they too will not change an Rx. I told them that was the whole point of my purchasing the exam, this policy was not stated before I did so, and therefore I wanted a refund. They refused, and I am now going to have to cancel the charge on my credit card myself.

    Business Response

    Date: 07/15/2025

    We appreciate the feedback. Our website details that the vision test is not a ********************** and that it is a prescription renewal. Meaning that a previous prescription can be renewed. Nowhere on our site does it state a previous prescription can be changed.We understand your frustration and have refunded the $16.49 although a new prescription was generated and the order was fulfilled.

    Customer Answer

    Date: 07/15/2025

    [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

    Date:04/16/2025

    Type:Service or Repair Issues
    Status:
    AnsweredMore info

    Complaint statuses

    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 Saturday April 12, I attempted to place the final 90 orders of contact lenses for my daughter. The website which hasnt worked correctly for the past year, once again wouldnt allow me to access certain functions. I was once again asked to upload the prescription which they have had since August 1, 2024. Until this past year, I have never been asked to do this. Yesterday, I made my final attempt and was told that I had an incorrect prescription. Please note in the information with the three previous orders, that they are the Precision 1 brand. I was simply clicking reorder. The dispute has come over what the prescription reads. The optometrist in question said she believed those were no longer being manufactured. When I spoke with ************ they informed me those were no longer being made. They are the ones who said it would be Precision 1. I know nothing about contacts so I wouldnt have known to make this change. To be honest, they had to input the order since one eye was for the first time being fitted for an astigmatism. I was unable to manually fill out the form. Everything that was done in August was done by a representative of ************ Now, on the 4th refill before her next appointment, they are telling me they cant fill this due to the brand mentioned on the prescription yet they have done this already three times prior. Im very outraged by this. I will never order from them again after this but they have a responsibility to fill this based on the three prior orders. I am sending you the prescription. I am sending you the record of the 3 prior orders showing Precision 1 and I am sending you the order slip from the January order which shows Precision 1. They owe me the lenses. I would like them shipped free priority due to the mistake and holdup is their fault.

    Business Response

    Date: 05/29/2025

    Hello,

    We believe this issue was resolved as the customer requested the order be cancelled and refunded on 4/16/2025. The order was refunded in full for $191.52.

    This customer has been ordering with us since August of 2020. The prescription provided for all orders prior to 2024 was for the brand Dailies AquaComfort Plus (DACP). This changed in August of 2024 when the customer changed their orders to the Precision 1 brand of contact lenses, however the prescription provided still listed **** as the brand the patient should be wearing. We cannot alter or dispense a brand other than what is listed on the doctors prescription unless we get approval from the doctor. The only exception to that rule is if the doctor does not respond to our request within 8 business ******** this case we can dispense the order the way it was placed.  The order placed in August 2024 and October 2024 were shipped because we did not receive a response from the doctors office within 8 business hours and the order was placed with the parameters filled in for both the right and left eyes. The order placed on January 13, 2025 again was for the Precision 1 brand but the prescription provided was for the **** brand. Again, the doctors office did not respond to our request within 8 business hours, but this time the order was placed with the parameters filled in for the right eye, but no parameters filled in for the left eye. Without the parameters filled in, we could not ship out the order as it was placed. A manager had to override the system to manually input the parameters from a previous order. If the order was placed with the brand that matches the prescription the order would ship out immediately.

    For the order placed on 4/13/2025, again the customer did not provide us with a valid prescription listing the Precision 1 brand of lenses. Per federal law we cannot dispense contact lenses without a valid prescription that lists the brand prescribed by the eye doctor. Please see the attached prescription submitted to us by the customer that clearly states the brand of contact lenses should be DACP.
  • Initial Complaint

    Date:03/20/2025

    Type:Product Issues
    Status:
    ResolvedMore info

    Complaint statuses

    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 am filing a complaint against ************************** for poor customer service and unfair business practices regarding my recent order of contact lenses.On 3/12/25, I placed an order for contact lenses through WebEyeCares website. The price $161.49. As requested, I provided a prescription via email on the same day immediately after placing the order. Despite this, WebEyeCare sent me the incorrect lenses. When I contacted their customer service to resolve the issue, they claimed they never received my prescription. This is confusing because they would not have been able to process and fulfill my order without a prescription. If there was any discrepancy between my prescription and the order, they should have contacted me for clarification before shipping the wrong ********** their response email, WebEyeCare informed me that I am subject to a 25% restocking fee and must pay return shipping costs. This is unacceptable, as the error is entirely theirs. I am requesting a full refund for $161.49, a prepaid return label, and no restocking fee, as this situation is entirely due to their negligence.

    Business Response

    Date: 03/28/2025

     

    Our sincere apologies for this situation. There was a technical issue with the prescription email you sent, and it did not get uploaded into our system correctly. Our processing department could not see the email and followed the procedure to then contact your doctors office. Per the Fairness to Contact Lens Consumers Act (FCLCA), we waited 8 business hours for a response. No response was received, so we further followed the ***** which states if a response is not received by the eye care provider within 8 business hours the order can be shipped as it was placed.

    Due to the technical issue on our end, we will be emailing you a pre-paid shipping label, waiving the restocking fee, and processing a full refund of $161.49 once the returned product is received. We look forward to getting this resolved for you as quickly as possible.

    Customer Answer

    Date: 04/06/2025

    [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]

     Complaint: 23093237
    Thank you for your assistance in this matter. I appreciate Web Eyecare reaching out and providing the return label. As an update, they received the returned item on Tuesday, April 2, 2025. However, I have not yet received the refund.
    Once the credit is processed in full, I will be happy to close the complaint.  







    Business Response

    Date: 04/08/2025

    Hello,

    A full refund was processed back to the original form of payment on 4/7/2025. It can take 1 to 3 business days for the refund to appear in the customer's account. Please see the attached receipt for the transaction details for the refund. Thank you!

    Customer Answer

    Date: 04/09/2025

    I have received the refund.
  • Initial Complaint

    Date:03/11/2025

    Type:Delivery Issues
    Status:
    AnsweredMore info

    Complaint statuses

    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.
    Ordered product never received. Spoke to customer service and got complete runaround and lied too. This place is a scam

    Business Response

    Date: 03/13/2025

    Hello,

    We were unable to ship this order because the brand of contact lenses ordered by the customer did not match the brand of lenses written on the customer's prescription. We are unable to dispense contact lenses that are not written on the prescription. The customer requested the order be cancelled. The order was cancelled and a refund in full was processed on 3/11/2025.

     

  • Initial Complaint

    Date:03/02/2025

    Type:Product Issues
    Status:
    AnsweredMore info

    Complaint statuses

    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 complaint is for order number ******** - I used this company for the first time to order contact lenses, and I received the contacts on January 4th, 2025. I opened one of the boxes and proceeded to put in both the left and right contact lenses. I was dismayed when I could not see clearly out of either contact lens. I opened two more contact lenses and I had the same problem with blurry vision. I checked the prescription on the boxes, as well as the prescription I uploaded into their system, and it was correct.I contacted the 888 customer service number for ********************** on January 9th, 2025 and was told that that I could exchange the contact lenses for new ones. I asked if there was going to be a guarantee that the ***lacement contact lenses were going to allow me to see and not cause blurry vision. The customer service *** was extremely rude and after a few minutes, I ended the phone call. I went to the post office the next day and mailed back all the boxes received from the company with documentation for the issue with the lenses.Around February 20th, 2025, I made a follow up call and ended up speaking with the customer service supervisor. He explained that I was not eligible for a refund because the boxes were opened and I had written on the boxes per the companys policy. I told him that how would I know that there was an issue if I didnt put them in my eyes. I paid a large amount of money to buy the lenses due to my poor eyesight. Now I am out a few hundred dollars and there is no ability for me to get even some of my money back. I under the company has a policy, but it is extremely unfair for certain situations like mine. Everything was correct (i.e the prescription on the box and upload), however the company that supplied the lenses did not put the correct contact lenses in the boxes. I am requesting a second look at my situation since costs me hundreds of dollars that I will not be refunded. Thank you!

    Business Response

    Date: 03/21/2025

    Hello,

    Our return policy is that the product must be returned in unopened, unwritten on, and undamaged condition in order to qualify for a full refund.  The total cost of order ******** was $245.90. Although we cannot refund the order, we can provide replacement lenses. We offered this option to the customer.  ****** and **** manufactures these lenses and they are known for their high quality. It is extremely rare for Bausch and Lomb products to be defective. We will gladly replace any defective product. In order to do so we need to verify the prescription for these lenses is accurate. We have reached out to the customers eye care practitioner, and we were advised that the original order was placed incorrectly. The power for both eyes was wrong.We made arrangements for replacement lenses in the correct prescription be shipped to the customer. Once we receive the lenses from Bausch and Lomb they will be sent to the customer.
  • Initial Complaint

    Date:02/25/2025

    Type:Customer Service Issues
    Status:
    ResolvedMore info

    Complaint statuses

    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.
    Hello, I purchased a year's supply of contacts from this business on 11/26/24. I returned 75% of the order on January 3 to exchange the contacts as my doctor revised my prescription. The business confirmed receipt of my return on January 6, 2025. After three weeks, I hadn't received any information about the exchange. I contacted the business twice for updates; they told me they were backlogged and would complete the exchange within their 2-4-week policy. By the fourth week, I still had no word and asked them to return the contacts instead so I could order more contacts elsewhere. They agreed, in writing, to do this and to waive the restocking fee because of the delay. It's been eight weeks, and I've emailed and called ten times. I still haven't received a refund, and each response says they're getting to it. I wrote a review on TrustPilot describing my complaint, and they responded that they refunded me promptly. However, I haven't received a refund, and I want them to refund me according to their stated policy. Thank you,******* ********* *****

    Business Response

    Date: 02/27/2025

    Hello,

    Thank you for contacting WebEyeCare. Our sincere apologies for the delay in getting your refund processed. We have been experiencing extremely high volume.The refund was processed on 2/24/2025. As promised the restocking fee was waived. Please let us know if we can be of further assistance.

     

    Customer Answer

    Date: 02/28/2025

    [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

    Date:02/14/2025

    Type:Service or Repair Issues
    Status:
    AnsweredMore info

    Complaint statuses

    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 submitted an order for my wife on 2/2/2025. We realized she had mistakenly given me last years prescription on 2/5 but the order had already shipped. I received the incorrect contacts and returned the order through *** on 2/6. I was told that as soon as the tracking for the return was activated, the correct contact order would be processed and shipped on 2/7. That was a lie. The afternoon of 2/7 I had not received an update so I called and they said they could only ship 1 of the 8 boxes I ordered. I was told my return would be there Monday, so they would process the remaining order then. This was another lie, they were apparently closed on Monday. On Tuesday I received the 1 box they sent. I was told the remaining boxes would be sent that day. This was another lie. Today is 2/14, they still have not shipped the remaining 7 out of 8 boxes. I have been lied to 3 times that I know of by customer service representatives. I dont believe there is any acceptable reason for customer service this poor. They have refused to talk to me and blatantly lied multiple times.

    Business Response

    Date: 03/10/2025

    Hello,

    We did receive the order on 2/2/2025. As stated by the customer, this order was filled with the prescription that was submitted on 2/2/2025 when the order was placed. The order shipped via ***** tracking ************ and arrived at the customers location on 2/6/2025.

    We were notified by the customer that the prescription sent to us on 2/2/2025 was incorrect. We immediately sent the customer an email with return instructions and a pre-paid *** label (1Z0Y51F60390171476 ) to return the incorrect product. It is our policy that the incorrect product must be returned before we send out the corrected product. This was explained to the customer. A manager made an exception because this customer needed the correct contact lenses as soon as possible, and stated that once we saw movement on the tracking number we would ship out correct lenses. This was on Thursday 2/6.

    On Friday, 2/7 we shipped out 1 box of contact lenses (90 lenses) as we could see that the return shipment was on its way back to us. This shipped via ***** tracking number ************ was shipped using ***** Standard Overnight at our expense. This shipment of 90 lenses would be at least a 45 day supply of contact lenses. This shipment arrived at the customers location on Monday, 2/10/25. We explained to the customer that the remaining 7 boxes would be shipped once we received the return package with all 8 boxes.

    We received all 8 boxes of incorrect product on Monday,2/10/2025. The exchange was processed on Thursday, 2/13/2025. The 7 remaining boxes shipped on Thursday, 2/13/2025 via **** Ground tracking number ******************************.This order was delivered to the customer on Tuesday, 2/18/2025.

     

     

  • Initial Complaint

    Date:01/28/2025

    Type:Service or Repair Issues
    Status:
    AnsweredMore info

    Complaint statuses

    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 two boxes of contacts (one right eye and one left eye). I uploaded a copy of the prescription provided by my doctor. The prescription for the left eye contained a plus cylinder. Since contacts are only offered with a minus cylinder it needed to be transposed. Rather than transposing the prescription or stating that they were unable to transcribe it, they simply gave me contacts as if the prescription had been written as a minus cylinder. So I was given an incorrect prescription. They are refusing to refund since the box was opened. I tried one contact before realizing I could not see out of it.

    Business Response

    Date: 02/27/2025

    Hello,

    We did verify your prescription with Dr. **** ********* office. The prescription was faxed to WebEyeCare on 1/14/2025. The prescription for the left eye was written by Dr. ******* as ***** ***** x180. No transposing was necessary.The order was shipped out correctly based on the prescription provided to us by Dr. **** *******. Per our return policy, refunds are only available if the product is returned unopened.

     

    Business Response

    Date: 02/27/2025

    We did verify your prescription with Dr. **** ********* office. The prescription was faxed to WebEyeCare on 1/14/2025. The prescription for the left eye was written by Dr. ******* as ***** ***** x180. No transposing was necessary.The order was shipped out correctly based on the prescription provided to us by Dr. **** *******. Per our return policy, refunds are only available if the product is returned unopened.

     
  • Initial Complaint

    Date:01/20/2025

    Type:Service or Repair Issues
    Status:
    AnsweredMore info

    Complaint statuses

    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 January 13, I reordered contact lenses for my daughter. I order a 90 day supply. The prescription was written on 08/01/24. I ordered a 90 day supply then. On October 13, I reordered them again. I ordered them a 3rd time last week. They are always ordered as a 90 day supply. I was given a coupon code that didnt work for $10 off through a text message. When it didnt work, I called them. I spoke with a customer service agent. He pulled up my order asked what code I was using. He then put a different code in and told me I would get the $10 back. Last Thursday, I got an email from them saying they had no prescription on file. This is impossible. The first time they filled it was August 1. The day it was written. It was then filled again using the prescription on file. If there had been no prescription, I dont think I could have gotten a $10 refund. I spoke with someone that night. I was told they had the prescription. Last night, I checked and the order said still waiting on the prescription. This is insane. I found the prescription still saved in my iCloud. This is incompetent. They have in the past sent the wrong prescription and we have had to wait. That has happened twice before yet they seem to have no concern about that. This business is poorly organized and their website works only half of the time. I have put up with them for at least 4 years as a customer. I would like an explanation of why they didnt seem to have a prescription yet it was the third refill on that prescription and why there was no problem on the 13th when I spoke with the representative. My daughter isnt allowed to drive without them or without glasses. Completely ridiculous. The information received will show where the script was first ordered on August 1, then October 13. I can provide the January 13 information but put the pay pal receipts showing the order and refund. These should have been in the mail last week.

    Business Response

    Date: 03/12/2025

    Hello,

    We believe this issue to be resolved as the order was shipped on 1/20/2025 and delivered on 1/21/2025 via *** Next Day Air tracking number 1ZE7A4580118724694.

    This customer has been ordering with us since August of 2020. The prescription provided for all orders prior to 2024 was for the brand Dailies AquaComfort Plus (DACP). This changed in August of 2024 when the customer changed their orders to the Precision 1 brand of contact lenses, however the prescription provided still listed **** as the brand the patient should be wearing. We cannot alter or dispense a brand other than what is listed on the doctors prescription unless we get approval from the doctor. The only exception to that rule is if the doctor does not respond to our request within 8 business ******** this case we can dispense the order the way it was placed.  The order placed in August 2024 and October 2024 were shipped because we did not receive a response from the doctors office within 8 business hours and the order was placed with the parameters filled in for both the right and left eyes. The order placed on January ******* again was for the Precision 1 brand but the prescription provided was for the **** brand. Again, the doctors office did not respond to our request within 8 business hours, but this time the order was placed with the parameters filled in for the right eye, but no parameters filled in for the left eye.Without the parameters filled in, we could not ship out the order as it was placed. A manager had to override the system to manually input the parameters from a previous order. If the order was placed with the brand that matches the prescription the order would ship out immediately.
  • Initial Complaint

    Date:12/02/2024

    Type:Product Issues
    Status:
    AnsweredMore info

    Complaint statuses

    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.
    12/2/24 Attempted to take the online vision test which was quickly denied after purchase. If I needed to have a recent eye exam with prescription from a licensed OD I should have been notified upfront. Auto attendant on both live chat and Telco number could not route based on refund request for a vision test. I paid for a vision test just be told to take a vision test somewhere else.

    Business Response

    Date: 12/06/2024

    Hello,

    We apologize for any misunderstanding regarding the Vision Test available on our website. As explained on our website the test is not meant to be a ********************** but a prescription renewal based on your most recent  *************** your test results did not generate a new prescription your order was refunded in full on 12/2/2024. Please email us at ******************************* if you need any further information regarding the full refund. Thank you!

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