A month later an still no glasses
I used EZContacts for lens and never encountered a problem so I thought I’d give them a shot and purchase single lens eyeglasses for my computer with them and things went off the rails hard.
100% transparency, *I* initially put the wrong prescription in, however, I did upload the doctor’s prescription and every advertisement, including the hold advertisement on their customer service phone number says that they check the order against the prescription and if there is a question they call to confirm. This did not happen in my case and I took full responsibility for my mistake.
The CS offer to do a “lens change” for me and there was a downgrade to the thickness of the lenses and would credit me the difference, all I had to do was pay for the return shipping. This was extremely fair and so on 3/7/25 I sent the glasses back. On Monday 3/10/25 at 10:30am the glasses were delivered and received. They told me that I’d receive my credit within 5 business days the return of the glasses, again reasonable. But this is where things go downhill. From here on out there is radio silence from the company.
Friday 3/14/25 I call to confirm that they received the glasses and are working on the new lens and to inquire as to when I should receive my. They confirm the glasses are received and that I will receive an email in 1 business day.
Tuesday 3/18/25 I receive an email from CS stating, “our returns team has reached out to you via email. Please respond to their email.” Naomi D - but I had not received an email and I was keeping tabs on not only my regular email but spam as well.
Thursday 3/20/25 I do finally receive my credit (thanks to that one CS rep) but call back because of course there was email. This rep tells me that she sees that they say that they sent me an email, but there is no indication that an email was sent and will ask them to resend an email, but she can’t tell me what the email says and has no idea what is going on with the eyeglasses.
Friday 3/21/25 I get an email stating, “Please know that we’re giving your order top priority, and we expect to have it shipped out within the next 5-7 days”
Thursday 3/27/25 I call back and say it’s 6 days and there is no update with a ship date and this CS says “oh that’s 5-7 business days” and I tell her that I can read, the email says days not business days and she says well it’s business days. It’s at this point I ask to speak to a manager and she tells me that none are available but will pass my information onto them and one will call me back. Of course they never do.
Thursday 4/3/27 I call yet again and am told that there was an error with the second set of lenses and there will be another 1-3 day additional delivery notification on the shipping.
Thursday 4/10/25 – 1 month after the lens were returned – I called yet again and was told that they had no update and that the company was going to be closed all next week and someone would look into when they returned on 4/21/25!!!!!!!
This is absolutely ridiculous! The people who answer the phone are nice enough but are not able to do anything for you other than take down your complaints. No one actually does anything from a management perspective. The company has ZERO communication skills and as I have said every time, if this was reverse and they sent me the glasses and I was holding their money hostage from a month, they would be freaking out. ZERO stars!
Date of experience: 10 March, 2025
Verified Company
