Complaints

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.

• Initial Complaint

  Date:07/22/2025

  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.

  7-22-25
  I placed an online order for contact lenses. The order process was very smooth. I supplied a name and date of birth so that insurance benefits could be applied to the order. The total was $143.27. After entering the lens powers for the contacts, I selected 1-day delivery. I entered payment details. My card was immediately charged $143.27. At this point, 1 800 contacts displayed a message that I could upload a copy of an eye exam to speed up the shipping. I was curious about this because nowhere prior to asking for payment was I notified. I clicked on the live chat support option. I explained the problem to the person. They told me that they were already contacting the doctor that I provided. I say again, I was not asked for doctor info during ordering. I NEVER supplied a doctor's name. The live support told me that I DID supply the doctor. I'm very curious how they got a doctor's name. I have no idea who the eye doctor was, and I was ordering contacts for my wife based on the powers listed on the contact boxes. I feel that 1-800-Contacts pulled the insurance info to verify coverage, and was then somehow able to discover the prior eye doctor's name through the insurance verification. I do not know if this happened or if this is illegal. I asked to have the order canceled and immediately refunded without games where it will be weeks to reverse. Support said they would cancel. I was asking live support for more info about how they were able to find a doctor's name, they again insisted that I had provided the info, when I 100% certainly DID NOT. The order process doesn't ask. I was actively asking more questions when they suddenly closed the chat support window without asking me if the matter was even resolved. Very shady and potentially illegal access to private medical info? I never provided a doctor name, ONLY my wife's name and birth date? How did they find a dr name unless they are able to access confidential customer info without permission?

  

  Business Response

  Date: 07/23/2025

  Hi **********,

  Thanks for reaching out! We are sorry for the confusion concerning your order. An order was placed for ******* in 2023 with the eye care provider "Uptown Eye Care." This information was saved on the account, and inferred as the current eye care provider on your recent order. Once an order is placed, we ask for a copy of your current prescription to bypass the verification period we go through with your eye doctor. If our customers do not have a current prescription, we verify your eye care provider and begin verification with the doctor. If this is no longer correct, please let us know! We'd be happy to save your current eye care provider's information to your account. 

  We also wanted to touch base on the pending authorization on your account. When an order is placed, we put a pending authorization on the payment method. We do not charge your card until the order has shipped. Because the order was deleted, that pending authorization will drop off your account.

  If you have further questions or concerns, please give our customer service team a call at *************

  Thanks,

  1-800 Contacts Legal Team

• Initial Complaint

  Date:07/19/2025

  Type:Customer Service 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.

  July 5, 2025
  1800Contacts took my uploaded perfect prescription as my eye sight is the same as the prescription...they said they could not give me contacts due to my age (I'm 68). Then they said my prescription wasn't good enough even though it's exactly what I needed. They kept looping my information over and over not really saying exactly what is going on. I got disgusted with the goat Rope process that I told them to cancel everything! Then I find out they charged my debit card almost 60 bucks. As the goat Rope continues o called them trying to get my money back ...customer service person had no idea what they were talking about. I finally hung up. I'm just a 68 yr old disabled widow living on a fixed income. I feel these ppl have processes in place that places making money over customer service.....plus why are they not serving my age group?

  

  Business Response

  Date: 07/23/2025

  Hi ******,

  Thanks for reaching out. We are sorry for the confusion concerning your order. Upon checking your account, we see that the prescription we received was cut off, and didn't include an expiration date. In order to be a valid prescription, we need to be able to see the full prescription. Otherwise, we are required to verify your prescription with your eye care provider. We would be happy to replace your order, and include our first time customer discount! 

  We also wanted to address the pending authorization you saw on your card. Because the order was placed, we put a pending authorization on the payment method. We do not charge your card until the order has shipped. Because the order was cancelled, the pending authorization will drop from your card.

  If you have further questions or concerns, please call our customer service team at ************.

  Thanks,

  1-800 Contacts Legal Team

  Customer Answer

  Date: 07/23/2025

  
  
  Complaint: 23624143
  
  
  
  I am rejecting this response because: Again, you and your company DID put a charge on my debit card because it hit my checking account. Stop trying to deflect your bad business practices. 

  Plus the reason I cancelled my order was not because the prescription was cut off ....it was because your company told me you could not renew my contact order because of my AGE. All of your so called rules should be communicated before you charge my checking account. Please confirm you have issued a refund or taken the "HOLD" of $59.00 off my account. I would NEVER do business with your company. 
  
  
  
  Sincerely,
  
  
  
  ****** *******

• Initial Complaint

  Date:07/06/2025

  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.

  I canceled an automatic shipment from 1-800 Contacts not once, but twice and the order was still processed and sent to an old address I no longer live at. I never received the package, yet I am now being held responsible for payment.
  In addition to this, my former roommate, who is trying to place his own contact lens order to that same address, is being told he cannot proceed until I pay for the order that was shipped in error.
  Most concerning is that 1-800 Contacts has not made any attempt to contact me directly to resolve the issue. They have only blocked my account entirely, without offering an explanation or opportunity to dispute the charge.

  

  Business Response

  Date: 07/11/2025

  Hi ****,

  Thanks for reaching out. We are so sorry for the confusion on our end. We have reached out to our credit department, and will unlock your account. If you have further questions, please give our customer service team a call at *************

  Thanks,

  1-800 Contacts Legal Team

• Initial Complaint

  Date:06/16/2025

  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.

  I purchased contacts in March, they arrived early April. When they arrive, they were the wrong contacts- this has happened three times with this company in the four times that I have ordered. I sent the contacts back and they were received within the week. I was advised that my insurance would be contacted and my claim be reversed so that way whenever I was ready to order contacts, all I would have to do is purchase them from the new facility. OK great that was back in April. This morning onJune 16, I go to my eye doctor to get a fitting for my new contacts and won’t you know it? I didn’t have any contact benefits left one 800 contacts never reverse the claim. So after going back-and-forth for 30 minutes with a rep, I asked for a supervisor. I was transferred to supervisor that said that he would reverse claim and called me back. His name was Buzzy. Buzzy called me back and said that it would be up to six months before my claim was reversed. I made him call my insurance with me so that way we could get a better solution because who’s waiting 6 months for contacts. Buzzy had the worst attitude and refused to do what the insurance told him so I had to ask him 39 times for his superviser which he refused until the end of our 40 min call. Do not use these people

  

  Business Response

  Date: 06/19/2025

  Hi ******, 

  Thank you for reaching out. We are sorry for the confusion concerning your order. Customer service is our top priority, so we want to make sure we make this right. We checked your account, and see that our credit department is sending you a $105.00 refund check for the order that was placed. You will receive that shortly.

  We also requested VSP void your claim, but they have asked for a 6-month timeframe to complete this request. You can call your insurance provider at ************** and request an escalation on their end. 

  If you have any other questions or concerns, please give our customer service team a call at *************

  Thanks,

  1-800 Contacts Legal Team

  Customer Answer

  Date: 06/20/2025

  
  
  Complaint: 23476908
  
  
  
  I am rejecting this response because: again this was done back in March and had it been handled glue it was supposed to I wouldn’t be waiting that six months. There should be some type of audit team of your end who caught this. I specifically spoke to a supervisor thinking that if I talked to a supervisor, it will be a smooth transaction.
  
  
  
  Sincerely,
  
  
  
  ****** ******

  

  Business Response

  Date: 06/23/2025

  Hi ******,

  Thanks for reaching out. We are sorry for the confusion. Your order was placed using your $105 insurance benefit, bringing your out of pocket total to $0.98. When the contacts were exchanged for color lenses, we applied the $105 insurance discount again, and refunded you the $0.98. Because VSP has asked for a 6-month timeframe, we received permission from them to send you the check for $105 and they are going to void your claim. We have received your returned contacts, and have processed the refund and check, meaning isn't anything else we are able to do at this time. Thank you for bringing this to our attention. If you would like VSP to escalate your request, you can give them a call at *************

  Thanks,

  1-800 Contacts Legal Team

  Customer Answer

  Date: 06/23/2025

  
  
  Complaint: 23476908
  
  
  
  I am rejecting this response because:you’re not

  following. If you pull the call from back in March I was advised by a supervisor on exactly what to do. So I did just that. Now, if that had been the right information we would not be here. There was zero miscommunication? I very lack of training to whatever is needed for your team to know what they are doing. I can tell you didn’t do your due diligence, did you bother to look at what I was advised or are you just going to keep saying you can’t do anything and screwing others over?
  
  
  
  Sincerely,
  
  
  
  ****** ******

• Initial Complaint

  Date:06/10/2025

  Type:Order 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.

  See notes

  

  Business Response

  Date: 06/12/2025

  Hi *****,
  
  Customer service is our top priority so we appreciate you bringing this to our attention.
  
  We took a look at your account and see that we replaced the first 15 lenses that you purchased with our 100% satisfaction guarantee.
  
  The second order that was set up as an exchange since the purchase was for a different brand of lenses. With an exchange, we send you new lenses with the expectation that you return the remaining lenses from your original order.
  
  Because we did not receive the remaining contacts from your original order, we attempted to charge your card for the Air Optix lenses. In order to unlock your account, we need the ************************************** for you to pay for the contacts we sent. We are happy to send you a prepaid return label. If you have any further questions or concerns, please give our customer service team a call at ************.

  Thanks,

  1-800 Contacts Legal Team

  Customer Answer

  Date: 06/13/2025

   
  Complaint: 23452102
  
  I am rejecting this response because:
  I wasn't told I would have to purchase the second pair that was sent, I was asked if I would like to try the other brand out, I never told anyone nor did I agree for you to try and charge my account for something that was told they were being sent to me because the first order I paid for was defective, you are saying the same thing, I fully paid for the first order, your acting like I never paid for anything! You attempting to charge my card is ridiculous so not attempt to charge any of my cards, I'm calling my bank to have you blocked 
  Sincerely,
  
  ***** ******

  

  Business Response

  Date: 06/19/2025

  
  Hi *****,
  
  Thank you for confirming that for us. Because of the confusion, we will waive the fee of that exchange as a one time courtesy. That exchange is now closed, and our credit department will not be attempting to charge your card for the contacts. We will also unlock your account, so you are able to order more contacts.
  
  If you have further questions or concerns, please give our customer service team a call at ************.
  
  Thanks,
  
  1-800 Contacts Legal Team

  Customer Answer

  Date: 06/20/2025

   
  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.
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  Date:05/30/2025

  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.

  Let me start this off by saying I saw the advertisements for this website and assumed it would be a decent place to order contacts from… I first ordered my contacts on May 24,2025. I paid for 1 day shipping and sent in my prescription picture. Little did I know before they send them the prescription has to be verified. I had literally just gotten this prescription so that defeats the purpose of even sending it in. Anyways i went back and forth with customer service asking how long it would take to verify becuase I needed them for an all week event. They said there would refund the shipping method since it was taking too long to verify. They didn’t even get in contact with the doctors office they just ended the verification period which again made no sense they could’ve just used the prescription and sent my contacts out for one day shipping. Fast forward to today May 29,2025 and they delivered an empty box… A SCAM!! I’m so mad I could’ve ordered through my doctors office if I wanted this much hassle . I just want my money back I’m not using 1800 contacts again after this.

  

  Business Response

  Date: 06/02/2025

  Hi *******,

  Thank you for bringing this to our attention. We are sorry for the confusion concerning your order. Because we received a prescription for Biofinity Toric XR contacts, and the order was placed for Acuvue Oasys for Astigmatism contacts, we need to verify with your eye doctor before sending you the contacts. This is because contact lenses are considered a medical device, and prescriptions are brand specific. Customer service is our top priority, and we want to make this situation right. We are sending you another order of contacts, since the box you received was empty. We'll seek verification from your doctor, then send them to you with our next business day delivery at no cost to you. If you have further questions or concerns, please give our customer service team a call at *************

  Thanks,

  1-800 Contacts Legal Team

• Initial Complaint

  Date:05/27/2025

  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.

  I have been a loyal customer of 1800 Contacts for many years and until recently had no major issues. Unfortunately, my latest experience has been extremely disappointing.
  
  I contacted the company about faulty contact lenses. The lenses had frayed edges, making them unsafe and unusable. Out of four defective lenses, only three were replaced. Instead of taking responsibility, the company blamed me for the damage. I get my eyes checked every year and follow all proper care guidelines, so I found this response unfair and insulting.
  
  I also reached out to ****** ***** directly. They told me that they instructed 1800 Contacts to send me three replacement lenses for each eye. However, I only received one lens per eye. After I followed up again, I was sent three lenses for one eye and two for the other. That still did not match what was promised.
  
  I spoke with a representative named ******* through the online chat. She mentioned the “Gajillion Percent Guarantee,” which I had trusted over the years. But this guarantee was not honored. ******* again blamed me and told me to speak with my eye doctor about switching to a different brand. I should not have to change my prescription or brand because of a faulty product. If there is a product guarantee, then the defective lenses should be replaced. It is that simple.
  
  I also escalated the issue and spoke with a supervisor named Denise. Unfortunately, that was a flop as well. There was no real accountability or resolution offered, just more deflection.
  
  At no point should a customer be made to feel responsible for receiving damaged lenses straight from the packaging. As a final attempt to resolve things, I was offered twenty dollars off my next order. This was unacceptable, considering my contacts cost about one hundred sixty dollars per box, per eye. I declined the offer because I felt it was dismissive and did not address the real issue.

  

  Business Response

  Date: 05/28/2025

  Hi *******,

  Thank you for reaching out. Customer service is our top priority. We want to honor our Gajillion Percent Promise, and make sure your damaged lenses were replaced. We have gone ahead and sent you 1 more replacement for each eye, meeting the replacement request of 4 contacts for each eye. If you have further questions or concerns, please give our customer service team a call at *************

  Thanks,

  1-800 Contacts Legal Team

  Customer Answer

  Date: 05/29/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: i am rejecting because they were suppose to send out 3 contacts for each eye. this complaint was made after talking to accuvue who contacted you all and told you to send 3 contacts for each eye. this has nothing to do with the contacts that you sent to me before the conversation with accuvue. I will NOT contact your customer service because they are rude and need training. The guarantee that you all give is not true and i have forwarded my complaint to the federal trade commission. because i know if you all sent me trash contacts others have been mistreated as well. 
  
  
  
  Sincerely,
  
  
  
  ******* *****

• Initial Complaint

  Date:05/23/2025

  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 has been the worst experience of my life in regards to my eyes. I have been wearing contacts for 20 years of my life and decided to give 1-800 contacts a try for the first time. I ordered a year supply of acuvue oasys which I have been getting my entire life. When I received the contacts they looked like the same ones I have ordered for years. I tried them on expecting each pair to last at least 1 month. These contacts have caused severe irritation to my eyes because they dried out and became very brittle within 3 days!! Every single pair that I received had to be tossed in the trash after only a couple of days. I spent hundreds of dollars on these mind you. The pain that it caused my eyes when I wore them I will never forget. I got a call almost a year later from a representative asking if I would like to renew and order more. I explained my absolutely horrifying experience and she offered to ship me new ones and said something must have been wrong with the batch. I accepted the offer and thought wow the service is pretty great. When I received the contacts and tried them on it was the exact same experience! Contacts dried out within 2-3 days and left them completely unwearable and when I tried to wear them caused severe irritation to my eyes. I am going in and getting my eyes checked for damage and I promise you if there is I will be suing the hell out of 1-800 contacts. Scammers, I have never had an issue with contacts when getting them from eye doctors.

  

  Business Response

  Date: 05/28/2025

  Hi ******,

  Thanks for reaching out. Customer service is our top priority. Because all of the contacts you purchased have been replaced, we are unable to replace them again. If you call our customer service team at ************, they will be happy to submit an eye health complaint to the manufacturer. We also suggest visiting with your eye health provider, to see if they suggest a different brand of contacts.

  Thanks,

  1-800 Contacts Legal Team

• Initial Complaint

  Date:04/15/2025

  Type:Delivery 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.

  There Is no description or note that specific contacts or contact brands are considered "custom" my understanding was that delivery would take 5-7 business days luckily I did not pay for expedited shipping because i would of been alot more upset come to find out I get a notification stating that the delivery is gonna take 8 weeks im without glasses or contacts anticipating them getting to me in a weeks time I understand that specific prescriptions or lenses may take extra time but nowhere listed on the website or contact type does it display a delay in delivery i believe its should be advertised appropriately because had I known it would take so long to receive I may not have placed the order I would like to still receive my order but want to voice my concern about delivery times

  

  Business Response

  Date: 04/17/2025

  Hi *******,

  We appreciate hearing from you. We took a look at your account, and see that the order shipped and will be arriving to you no later than 4/22. For all orders placed for Toric XR lenses, we let our customers know that because they are custom lenses, it may take longer to receive them. However, we had your prescription in stock at one of our warehouses, and were able to send you the contacts. We are currently working with our marketing team to add a disclosure to the website to free up confusion around custom lenses. If you have further questions or concerns, please reach out to our customer service team at ************.

  Thanks,

  1-800 Contacts Legal Team

  Customer Answer

  Date: 04/17/2025

   
  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.
  

   

  They have put in good effort to ensure that i will recieve my contacts timley  should be receiving in a weeks time , i appreciate the fast response and even better resolution . I also appreciate them letting me know about the brand type being custom  and in the future will keep that in mind. They stated they would be working to include the disclosure for a possible longer shipping time so im glad to hear it and im sure future buyers will as well 

  
  Sincerely,
  
  ******* *********

• Initial Complaint

  Date:04/08/2025

  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 am an optometrist. I visited with a patient today who said that she tried to order contact lenses and sent in a glasses prescription to ***** Contacts. She has order contact lenses before. She did not have a valid contact lens prescription at the time of her order. ***** Contacts sent her new contact lenses based solely off of the glasses prescription, which makes no indication to what sort of contact lenses she has worn before. Contact lenses are a medical device and filling a prescription without a valid prescription is equivalent to filling a prescription for medication without a valid prescription. 1800 needs to be investigated by the *** for this illegal and unethical practice.

  

  Business Response

  Date: 04/09/2025

  Hi Daxton,

  Thank you for reaching out to us. To understand the situation more effectively, we kindly request that you provide the patient's name and email address. This information will enable us to locate their account and investigate the matter thoroughly.

  Thanks,

  1-800 Contacts Legal Team