Even more complex topics were broken down clearly, which made everything feel accessible and stress-
Timeliness was another major highlight. Responses were prompt without ever feeling rushed, and the consistency in quality remained high throughout the entire experience. This reliability built a strong sense of trust and confidence, making it easy to depend on the support provided.
Find another company! Stay away
I called in Nov 2024 - Dec2024 and Jan15 2025 - for a return label to send contacts back my script got changed. They sent me the new box but Never sent the return label for the others — 3 phone calls slider a return label to be sent to me in mail - So Feb17,2025 they send me a email with a pdf with label attached- then turned around SAME DAY and TOOK OUT $114.99 out of my account with out consent… Stay away from this place - manager said he would put my money back in my account right then - never did - I wrote a letter to the Better Business Bureau on them! Do not give them your bank information- Get a freedom card and put the exact amount and do your order from that card - only add money to it when you do an order! This place is a SCAM - and customer service and the little guy as management- need some courses! Go to Sam's club get your contact - A lot Cheaper!
Your employees deserve better.
Pros:Work from home. Ability to trade shifts, or give away time, if other agents are able/willing. The friends you make on your team, as you grow close with each other trauma bonding over working here. Cons:The CEO just recently told us that instead of raising our pay (1800 does not have competitive pay at all, it’s very mediocre) they would offer us a financial advisor to talk to. A financial advisor cannot help people who are simply only paying for the necessities like bills (rent/mortgage/utilities/internet/etc) and groceries (which we can hardly afford if at all) that live off of a sad salary. The reason they are doing this is because the “anonymous” surveys we take had a trick question that could have been interpreted as EITHER 1 we don’t make enough money or 2 we don’t know how to handle our money. Most people understood the question as the former, but the company is treating it as the latter. They always make the excuse for mediocre pay, or no appropriate bonuses/raises besides the ones we have to destroy our mental health to try and get, that inflation is preventing them from doing so. Inflation is also hurting your employees, the ones who make you MILLIONS every single day. Christmas of 2023 we had a meeting where we were told we made the company hundreds of millions of dollars more than ever before and then in the same breath were told we would not be getting bonuses or raises and only a “thank you” and “happy holidays” while the managers take their mandatory week off when they are not the ones doing the dirty work or deserve the break. This same mindset has continued through to now 2025. There are employees who have been here for 2-3+ years and have never gotten a raise, or only $0.25-$0.50 one time, even though they are working their hardest and deserve more. If they weren’t doing their jobs they would have been fired, as the turnover rate of over 100% here shows due to how quickly and easily you fire people, so they clearly deserve more. Your CEO’s are living luxurious lives while in the same breath saying “I don’t know what you guys do, don’t ever ask me for help and ask someone else” while we are praying we can keep our houses and have something to eat until our next paycheck. Also STOP TAXING OUR BONUSES! Outside of the pay, your employees have no proper support. The workload was raised without warning (but again, pay was not raised with this which is disgusting) yet no other metrics adjusted with this and it has shown and proven time and time again since this change from 2 to 3 max chats that it has hurt your employees and your business more than benefitted it. Expectations and metrics need to be lowered when work load is raised. ART, availability, the minimum RPC, all of that needs to be adjusted to counter the influx in service chats that come with the more chats we take. A lot of this could have been avoided if the job wasn’t watered down as customer service with minimal sales, and instead is actually “make all of the sales or get fired and do customer service without sales but also it will hurt you for doing so” and a different department was made for customer service without sales. It’s absolutely possible to separate the department into sales and service even though you claim it isn’t. On top of this, the availability should not count against you OUTSIDE OF YOUR SHIFT. You have an IT team that can easily make this happen. Stop punishing your employees for their shift ending and them wanting to get off chats, and making it so they don’t have that time to use earlier in the day to get off for breaks/lunches, use the bathroom or simply to just take a breath. On the same topic of support, QA is not handled appropriately. 9 times out of 10 if we receive a low score that is not warranted we can tell you who did it without even seeing their name first and regardless of how many times this is brought up it has not been fixed. We also do not get the appropriate opportunity to dispute these scores, we send them to our managers who will most of the time give their “feedback” and not escalate it, or when they do rarely escalate it to be changed then the reason we get for not being able to adjust it is just completely wrong. People who have never done our jobs or the level of work we currently do, including our managers (who NEVER have taken 3 chats at a time), should not be telling us how we could have and should have done better. This shows a lot in the scores, especially when some agents will get 0’s-2’s for what other agents get 4’s for. The training for new hires has diminished so much. The time is cut shorter, they are thrown onto chats before they even learn a single policy or how any of the systems work, and the other agents that have been here are left to clean up the mess while hurting their stats to do so. We understand new people will make more mistakes than long time workers, but a TON of these mistakes wouldn’t be here if training was done properly. You have regular agents training employees so that the managers and trainers don’t have to do as much work, and AGAIN additional pay is not given for this. We are also pulled to help other departments, which is not what we were hired to do, and you have taken away the ability for the work we do in the other departments to benefit our stats. This work needs to benefit our stats or it needs to not be thrown upon us without a heads up or option to decline. Other departments are sooooo very rarely pulled over to chats when we are absolutely drowning, stop taking us off of chats to go help where it doesn’t financially benefit us. We work to make money and most of us are trained in 3-4+ departments but don’t see the financial gain of that extra knowledge or workload. In the end, as you can clearly see, your employees deserve better. Better pay, better support, better environment. Advice to Management:Stop telling employees who leave actual honest reviews on here to “talk to their manager or HR” and instead use the feedback that YOU asked for on here to be better. We all know that talking to management and HR is not helpful and instead actually puts your job at risk. HR is there for the company, not the employees, that’s how HR works. And management is never on the same page or when we do speak to them it’s “oh well, we don’t have to agree” and yes those exact words have been said. Take the reviews and use them to be better and do better, stop making people come out of being anonymous so they can receive repercussions for speaking up and not taking the feedback you get on here seriously and actually start putting in the work on your end.
Pretty good
Pros:Good pay and everyone gets shares I. The company after a certain amount of time. Cons:Not a lot of upward mobility unless your in Utah.
Extremely frustrated with 1800 Contacts. I submitted my order and uploaded my correct prescription that I received from my doctor. After 1800 Contacts "verified" the prescription and sent the contacts, I received lenses in the wrong prescription. They corrected the error and sent me the correct lenses in a timely manner, but they are charging me for the incorrect lenses sent to me by their mistake. There was no communication or follow up around me sending back the initial contact lenses. **************** was extremely unhelpful and kept passing me off to multiple different people. The company is trying to charge me for an "exchange", when they are the ones who sent me the incorrect prescription because they read the prescription wrong.
Customer Service Representative in Draper, UT2024.12.17
Company is going downhill
Pros:Work from home position is a plus Cons:The ceo just told us that “we know you aren’t being paid well enough. So now we will offer you a financial advisor to meet with” rather than just paying us more.. make it make sense Advice to Management:Money
*** had an incredibly frustrating experience with this company. My original order was for daily contacts, but due to an error on my optometrists prescription, I needed to send in the correct one. Despite promptly submitting the updated prescription and clearly stating over both email and phone that I wanted daily contacts, I was still sent biweekly lenses.Ive had to explain the situation multiple times to different representatives, and changes to my order were made without my approval. I was charged more than my original order, and the resolution offereda discount on a future orderfeels inadequate given the repeated mistakes and lack of accountability.This entire process has been unnecessarily stressful, and I now regret using this service. At this point, Im seeking a full refund and will not be ordering from this company again.
Absolutely horrible customer service, shipping procedures and ordering processes are a joke. Paid extra money to have contacts shipped within one business day and we are now on day 6 of no lenses. Have been told, in writing, the original shipment and ***lacement shipment were made and just got off of the phone to find out that was not the case. Now we are looking at, at least 2-3 more days before my shipment arrives and now the shipment needs a signature because ***** Contacts messed up. Have to wait for up to 10 days to receive a refund on my expedited shipping costs. **************** *** stated, we refunded your shipping costs, youll just have to wait for them to come in, and youll have to figure out how to sign for them since that is our policy for ***lacing lost shipments. Make it harder on the customer for their error. It would have been cheaper and my lenses would have arrived already had I opted to use the free shipping and wait the 3-5 business days to receive my lenses.
Ive used 1800 contacts in the past and didnt have issues, but this time around, I am beyond frustrated. I order 2 boxes on Monday and paid for overnight shipping. The delivery address was old (although my last delivery was to my current address) and it wasnt able to be delivered the following day on Tuesday. I spoke to the costumer service chat Tuesday and explained the situation. We changed the delivery to my current address and they said it had been updated in the system. *** updated that I was be receiving my contacts today, on Wednesday. I get an email around 7:30pm tonight that my contacts were again unable to be delivered and when I checked why, they DID NOT change my delivery address and it AGAIN went to my old one. It being the day before a holiday, I now have to wait DAYS until I receive my order. I am fully out of contacts and need them in order to do every day tasks and is stated on my license to drive that I must have them in. I am SO FRUSTRATED. I am being refunded the $20 shipping fee, but I genuinely feel as if this isnt a fair enough compensation.
Usually, I come on here with a complaint. However, I have consistently had such a good experience with 1 800 CONTACTS that I felt compelled to give them a shout out! I order for myself and a few family members. Ninety nine percent of the time the customer service **** are super friendly, patient, honest, and helpful. I find them very accommodating. I am particularly appreciative of this good service because it is getting harder and harder to find companies that do not have ******* customer service. Whenever I have had to replace a torn or defective contact lens, they send a replacement without any questions asked. As far as the quality of the contact lenses, there has only been a few that Ive had to replace. I get emails all the time with free shipping, so Im always able to use that. They cost compare with ******* while were on the phone, and if ******** are cheaper, they match that. Finally, I would like to mention the hold music. I told the representative I was speaking with today that it is absolutely genius. Lol. Nobody wants to be on hold, so why not make it as entertaining as possible? Theres a mild mannered gentleman introducing each track with a funny commentary. There used to be trivia about ****. Its just wholesome and funny and silly and I really appreciate it. My hope is that 1 800 CONTACTS continues to provide really good service and continues to hire competent friendly representatives!
Good place to work, with some poor leadership
Pros:Collaborative environment with many supportive colleagues who are always willing to help each other succeed and complete work effectively. Cons:I enjoyed working here for many years, but my experience changed significantly after a restructuring placed me under a new director. Unfortunately, interactions with this director proved challenging. He canceled most of our one-on-one meetings, and when they did occur, they often felt perfunctory, with limited opportunity for meaningful discussion beyond basic talking points. At one point, I was asked by my director to assist with an issue involving a different team's application. Since I hadn’t worked with this application before, I requested clarification, but my inquiries went unanswered. Although I managed to resolve the immediate issue, additional technical problems arose, requiring further time to address. Whenever I attempted to explain this, he would interrupt, saying it was taking too long. During this time I was pushed to continue working beyond my normal hours, but after an hour past my end time, I let him know I would resume in the morning. Following this, the director began regularly attending my stand-up meetings, where he would make unrelated negative comments about my work. After two weeks of this, he kept a scheduled one-on-one meeting on the calendar rather than cancelling, and when I joined, HR was present and informed me that my position was being terminated without prior discussion of performance concerns or corrective feedback. I stayed on for several weeks to document my work thoroughly for future handover. During this period, I was asked to join calls to verify progress and was reminded that I should appreciate the opportunity to stay on for a few extra weeks to transition my responsibilities. While I valued my time with the company, my experience under this particular director was difficult and ultimately led to an unexpected and disappointing departure after nearly a decade of service. Advice to Management:When a leader is implementing numerous changes within their team, it may be beneficial for upper management to review their leadership approach and the impact of these changes on team dynamics and morale.
Great company
Pros:Well organized with good work life balance and access to HR and other resources. Cons:Big enough that it can take time to get things done and follow process.
Here’s an updated review: “I recently had an exceptional experience with 1-800 Contacts, thanks to Jamie Kanter. Jamie was incredibly nice and extremely helpful throughout our interaction. She spent a great deal of time patiently assisting me with some issues, going above and beyond to make sure everything was resolved. Her kindness and dedication truly stood out, and I believe she deserves recognition as an outstanding employee. Because of this wonderful customer service, 1-800 Contacts will always be my number one choice for contact lenses. I highly recommend them to anyone in need of contacts!”
I specifically chose to go with ***** Contacts because of their strong advertisement of customer service and their return policy. I have been wearing contacts for nearly 20 years, and I will preface that I did not know your contact prescription was brand specific. When I saw my optometrist, I felt forced into a specific brand and although I was willing to keep an open mind, I didnt end up liking them. I ordered (or rather tried to order) a different brand of contacts than what was listed on my prescription. Again, I will take ownership of not knowing that couldnt be done. ***** Contacts contacted my optometrist because of the different brand listed on the prescription, not a big deal. What is a big deal to me is that without my consent, ***** Contacts switched my order to the prescribed brand, charged my credit card and used my insurance benefits towards a brand of contacts I did not want. By the time I realized what happened, the order was already shipped (mind you, 2 hours AFTER I got off the phone with customer service, I got the your order has shipped email), meaning there was nothing I could do and am now stuck waiting for them to be delivered so I can return them. I find it incredibly uncomfortable that instead of just canceling the order or confirming with me that it was okay to place that order, they just went ahead and charged me for it. This entire situation could have been avoided had they not felt entitled to make a health decision for me. This would not be acceptable for any other item you want to buy and they are hiding behind a regulation to justify bad business tactics. At the heart of it, this is a predatory practice that is completely unethical and the company is certainly aware of it considering it has happened to other people and I would highly recommend everyone thinks twice before giving this company their business.
Every company has ups and downs but overall great company
Pros:Perks (insurance, pay, family like environment, team outings) Cons:Lack of accountability and job opportunities (moving up) Advice to Management:Be more transparent
Verified Company
Verified
