ComplaintsforCoastal.com

• Initial Complaint

  08/10/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Unanswered

  More info

  I purchased glasses in February and loved them, but needed a different filter. They were helpful and replaced them. Customer service created an order and I paid for it. But the arm for these broke very soon afterwards. I went to find a replacement to purchase or through warranty, and found the company had completely changed names. I had to make a new account and contact my optometrist to get my prescription again. I could no longer find my order numbers in my account. My glasses are also no longer available. I was referred to an email for warranty assistance and supplied the information and order number based on my emails. I was informed that the order number was incomplete, though it was exactly what was in my email confirmation. When I replied back with screenshots of this order, and the order that it was a replacement of, I was told to call a number. Ive called this number over 20x but it just beeps or says it could not be connected. When I emailed and let them know that I couldnt connect, they told me to try on several different days and times. Weve been customers since 2012. Id really just like to use the warranty, or some sort of replacement, and some communication from the company about hours of operation and transparency about this change in companies and my accounts.

• Initial Complaint

  08/08/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I need an itemized receipt from Coastal for my ************** Account. I went to try and call the company and it looks like they have gone out of business. I called Contacts Direct and they said that they just got their client lists but no files. I am need an itemized receipt from March 13, 2021 (order# ********-1) or else I am going to need to reimburse my health savings account to be able to use it again. I can not find any way to contact this company. It looks like others have got help with this same issue with the BBB. Thank You

  Business response

  08/09/2022

  Hi there,

   

  Thank you so much for reaching out to us about the customer complaint. 

  We are truly sorry to hear that the customer was not able to reach out to us to retrieve the receipt of their order #********, and we are happy to help!

  We reach out to the customer by email, with the itemized receipt attached, and advised that our US branch Coastal has been transferred to our sister company EyeBuyDirect, for future request about their history. 

   

  Thank you so much for your time. 

  All the best. 

   

   

  ****** H | **************** Manager

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

• Initial Complaint

  06/06/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  We have been customers for years. I went to go to my online account to print out a recent receipt for insurance purposes and they have disappeared. The company that says they are now Coastal contacts only acquired their customer names but not any of the account information. I am now going to have to reimburse my insurance company for the price of our contacts because I cannot give them an itemized receipt. If I had been informed of their closing I would have gone on and printed our records. Id really like to know how I can obtain a copy of my receipts. So very frustrating.

  Business response

  06/06/2022

  Hi there,

   

  Thank you so much for bringing this complaint up to us. We're truly sorry to hear that our customer had such a negative experience with the closure of our store, and we reaching out to them by email, with the copy of all their receipts from the orders placed within the last two years. 

   

  We hope this will contribute in resolving the issue that our customer has been experiencing, and we will be happy to help further if necessary. 

   

  Best Regards. 

  ****** H | **************** manager

  Customer response

  06/06/2022

   
  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. ***, in fact, emailed me immediately with the receipts I needed. I wish I didnt have to make a complaint to get what I needed but am glad they followed through so quickly and thoroughly. 
  
  Sincerely,
  
  ***********************

• Initial Complaint

  05/03/2022

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  I placed an order for almost $300 on March 19 to coastal.com for glasses. My glasses arrived April 6, 2022. The plastic has fractures inside it between the nose and the lens and I tried to reach out for a replacement to no avail. I was flopped around too many different people that said they didnt know what to do as coastal.com went out of business and they dont have access to all of their records. This is unacceptable and I believe criminal that a company knew it was going out of business in less than a month and took my order and my money as well as offering me a warranty of replacement and then leaving. This is very frustrating and I dont think they should get away with it. I am out $300 and legally blind without my glasses.

• Initial Complaint

  05/01/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  April 24 2022. I received my glasses April 29th 2022 and they are not very good. I cannot see I believe you have sent me wrong prescription. They are very blurry and I can't see the ** I would like a replacement right away

  Business response

  05/05/2022

  Hi there,

  Thank you so much for letting us know about this complaint. We're truly sorry to hear that our customer cannot see through his glasses, and will definitely be happy to help! 

  Upon reviewing their order, we noticed that it was an order for reading glasses. As the customer mentioned that they were not able to see the tv through this new pair, we messaged him to ask further question and determine which glasses were meant to be ordered, to provide the best service as we can. 

  We will be more than happy to help the customer returning his glasses, and place an order with different lenses that will be more suitable for his needs, or to proceed with a replacement if we determine that the issue actually came from how the glasses were made. 

   

  Thank you so much for your time. 

  All the best. 

   

  ****** H - Digital Engagement Coordinator

• Initial Complaint

  04/01/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I had placed an order with coastal.com within the last week and was expecting to get my order by April 13, 2022. Ive had other issues with them in the past, but those times I was at least able to get them quickly resolved or was able to reach someone in regards to my concerns. This was not the case for this order. I had received my contacts in separate packages; my colored lenses arrived Monday, and the normal lenses had arrived this morning. The colored lenses came with the right color/prescription/invoice, where as the regular contacts I wear daily came in the wrong prescription with the correct invoice. Seeing that this is odd, I tried reaching out to the company to at least get an exchange for the wrong item they had sent over. None of their phone numbers worked. None of their support numbers worked (they all immediately disconnected after prompting you). I received an email this morning as I picked up the lenses (4/01/22) that the website will no longer be available and that the last day would be yesterday (3/31/22). Of course I thought this was an April fools joke at first, but after two hours of calling around, being disconnected, and not being able to resolve this issue, I was notified by one of the customer service reps I was on the phone with that Contacts Direct will be the main site for contacts and Eye Buy Direct to be the main site for glasses. Its frustrating that no one was given a notice or an email with this change, and now I am unable to access my optical records since the website is no longer available. Ive been bounced between Contacts Direct and Eye Buy Direct representatives, who all claim they are unsure of the situation with coastal (with half the reps disconnecting after disclosing that they are unsure of what was happening). I have been trying to resolve this through and exchange or refund but have yet to hear back. As someone who has shopped here for years (recommended by my older sisters), I feel like I have been robbed by this company.

  Business response

  04/07/2022

  We're so sorry to hear ContactsDirect wasn't able to immediately redirect you to the dedicated Coastal number!  We want to make sure we're still here to help in the transition and any queries about existing or recent orders should still be sent on to our team.  It looks like Coastal agents have set up a replacement shipment to ensure you're taken care of. Because the lenses need to be brought in from the manufacturer before shipping, they will likely ship out for late next week.  Don't hesitate to contact us if you require any further assistance on this order! 

• Initial Complaint

  12/02/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I originally ordered two boxes of Acuve Oasys 12 pack on October 24th, 2021. I promptly provided my prescription and received communication back regarding that information, which was not an issue. However, the issue arose when I received an update on my order on October 29th, 2021, when I was told that Acuve Oasys 12 pack was out of stock and there was no estimated arrival from the supplier. There was no offer of further communication or an extra pair of contacts to get me through the waiting period. Over the following month, I utilized the Coastal customer chat service weekly, asking about when I should expect to receive my contacts. I was offered multiple discounts, and one customer service representative claimed that it would be within a couple weeks (most likely). Another customer service representative told me the fulfillment team would contact me within 1-3 business days, which they didn't. Finally, I spoke again to a customer service representative on November 29th, 2021. The customer service representative once again told me there was no ETA for my contacts, and could not offer me a different quantity instead of the 12 pack. When she reached out to the fulfillment team, they had no information to offer. I had to cancel the order after waiting over a month for any sort of information regarding when my order would be shipped. I ultimately had to order from another provider, who has already shipped my contacts and will likely be received within the week. I am unsure why Coastal.com even listed the Acuve Oasys 12 pack as in stock to order on their website, to ultimately tell customers that they won't get it and can't tell them when they will. I would appreciate a resolution to this issue by Coastal.com, as this was an excessively unprofessional experience I had.

  Business response

  12/03/2021

  Hello there,

   

  Thank you so much for bringing this issue up to us, yesterday. We truly appreciate it, and we truly apologize for what happened with this order, for the delay and the lack of proper communication from our team. 

  We really want to help, and have tried to contact the customer via phone, and sent them an email to offer further support and to still send them their order in the next few days, for an alternate quantity. We'll be placing the new order for them upon receiving a response, and will be happy to help if the customer have any further questions or requests. 

   

  Thank you so much for your time and consideration. 

  Best Regards. 

   

  Samuel H | Digital Engagement Coordinator

  Customer response

  12/07/2021

  
  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

  11/08/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I placed an order twice on Nov. 3rd and it charged me both times but the order didn't place they referred to this as a "ghost order". I called and they assured me it would not happen and to try and place it again. It did the same thing as before. Charged but didn't process the order. The charges were for $191 each time. They refunded those 3 and insisted that it was safe to try. I used 2 different forms of payment and the 4th time repeated the previous issue. The 4th time was on Nov. 4th. I have given them until today Nov. 8 to refund me. After calling today they stated that they were unaware and it would take even longer to give me a refund. I have used this company since 2015 and have ordered close to 15 pairs of glasses. They tried saying they didn't see any charges and there's nothing they can do until I told them I had already spoken with someone. They took advantage and had no plan on giving me my money back until I called repeatedly.

  Business response

  11/19/2021

  Hello there,

  We're truly sorry to hear about this very negative experience that our customers had with us. 

  We want to assure you that we're doing our best to have this issue fixed, and attempted to contact the customer via phone call today, then sent them an email. 

  We're currently verifying with them if all the "ghost charges" were now dropped on their end, and we're pleased to offer their order for free, as this is the least we can do for the inconvenience. 

   

  Thank you for your time and consideration. 

   

  Best Regards. 

   

  ****** * - Digital Engagement Coordinator

  Customer response

  11/22/2021

  ****** *. went above and beyond to correct the mistakes. Coastal is very fortunate to have someone like him in situations like this. I am satisfied with how this was corrected.

• Initial Complaint

  08/21/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I have been buying glasses from Coastal.com. In the last year I bought 7 pairs. However, one of the recently purchased pairs has a manufacturing defect. These glasses have an anti scratch/anti blue light coating and the lenses are streaked. It is impossible to see through them. The frames are fine. I thought it would be simple to get a refund or replacement but that is not the case. The company first insisted to have a photograph of the streaks. Spent over an hour to get the photos they wanted and then they told me I have to wait further for an optician to review the photos. Yesterday I received a reply from Coastal.com. They stated that they would not replace the lenses because "Upon checking, the warranty has lapsed the given time frame." These glasses were shipped in April 2021 and received in May 2021. Coastal.com claims to offer a once year warranty for manufacturing defects but now they will not honor it. They sent a $50 credit good for 90 days instead.

*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. ↩