Lensworld.com Complaint - What Happened to Customer Service

Review by sabletaz on 2006-11-24
NEW JERSEY -- I am writing this to give people a heads up on customer sevice practices at Lensworld.com. It was my error to try a different contact lens provider. I was buying my contacts at Coastalcontacts.com for years but, I saw that Lensworld had my lenses for a few dollars cheaper. So I ordered 2 boxes from Lensworld.com on September 10, 2006. First red flag was that they immediately took the money out of my credit card account before even shipping them. Red flag #2 was when I didn't receive them with in their time frame, I emailed them on Sept.25th and then and only then did I find out that my lenses were on back order. (they could not give me a date when I would get them) they told me that the manufacturer wouldn't give them a date. So when I didn't back from them again, My husband called customer service, more than once and kept getting the run around. So after 2 months of this we cancelled the order, but it doesn't end there. Trying to get my money back was a nightmare to say the least. When I didn't have my money put back into my credit card account when they said they would, they told us that their email system was the problem, twice they told us this and when my husband tried to get a phone # to reach the refund department, he was given the runaround again...They told us they run everything by email, so they don't use phones there. give me a break. My husband had enough when they put him on hold again and then hung up on him, he called our credit card company and told them the whole story. Our credit card company credited my account and they are going after Lensworld to retrieve the money.
Comments:4 Replies - Latest reply on 2007-11-17
Posted by christineva on 2006-12-20:
I am having the same issue with Lensworld. I ordered contacts in Feb 06 and the prescription had expired so I cancelled the order and received confirmation from them that the order was cancelled and I would have a refund in 7-10 days. I have yet to receive a refund 10 months later, I keep calling and keep being told I'd get a refund but nothing ever happens. I've tried speaking to supervisor and they are never there. Now I'm being told because they have changed accounting systems I can't get a refund but only a credit. They charged my credit card and the order was never filled. Don't do business with this company.
Posted by sabletaz on 2006-12-20:
Hi, you should call your credit card company and tell them what happened...Hopefully they are like my credit card company(Chase)and will go after Lensworld to get your (their) money back....otherwise, I'm afraid you'll never get back your money. I think that in time, They (Lensworld) hopes that you will get so tired of getting the runaround that you will give up and just write it off. I think not. Good luck.
Posted by christineva on 2006-12-21:
After some extensive web search I found out that Lensworld is owned Walsh Optical, Inc
138 Park Ave, Hoboken, NJ, United States
Phone: (201) 386-8500
and the President is Kevin Walsh. This information was found in a FTC document for the August 2006 Lawsuit against Lensworld and Mr. Walsh's other contact websites.
Posted by med52 on 2007-11-17:
My experience was similar to others who tried to purchase contact lenses from LensWorld.com. I have been fighting a battle with them since August of 2007 and it is now Nov.17,2007. I definitely advise not to do business with this company. However I discovered that you can place a complaint against them at Better Business Bureau.org or bbb.org although I'm not certain if they can force them to reimburse my money (for merchandise they never sent). My credit card company was able to get back a partial amount.

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