I placed an order with Lens.com on June 12. On June 25 I received an email saying they could not get authorization from my credit card company to bill me. At this point I did not want the contact lenses because it was taking too long. On June 29, I called them and asked if they had billed me for this order. They said they had not billed me, that they needed another form of payment. I asked them to go ahead and cancel the order. She said she cancelled the order and that I would not be billed.
Today, on July 2, they went ahead and billed me for the item I cancelled. I called them and a customer rep told me they did cancel it, but someone neglected to contact the warehouse and tell them not the ship (well, that was their story). And since it had already shipped there was nothing they could do. I would have to wait to get it and send it back to them and when and if they received it, only then would I get a refund. So now, I also have to pay to send it back to them??? Outrageous. I asked to speak with a supervisor, which never happened, though they did put me into someone's voicemail. I left and message and don't expect to hear back from them. They did offer to refund the shipping they already charged me for, but this is not good enough. It's their mistake and why am I paying for an item I cancelled???
Also, I went ahead and ordered the same thing (acuvue colors) from Walgreens.com for $10 less than their price, and it processed and shipped in four days.
Wish I had looked them up here before ordering from their shady company.
I wrote a letter to the CEO and filed a complaint with the BBB. I am seriously considering filing in small claims court for the amount owed in addition to the return shipping I must now pay. Customer service acknowldeged that it was their mistake and they should make it right.
If anyone has a grievance with these scumbags please do not let up on them. They're not doing their jobs and are ripping people off. If anyone got their money back from them please let me know what you had to do!
Samantha
Salem, MA
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