I had the similar problem with this company as the other three posts. I came across this company while shopping on-line for a company to deliver my contacts. I ordered the contacts and did as their website suggest to speed up orders, by sending (fax or emailing) them a copy of my prescription, with the order number on top. It was 08/02 when I ordered and emailed the prescription. Their website said orders are processed in 48 hours, and will be shipped. When I checked the on-line status of my order on 08/07, it said it was still in "Processing", so I called the customer service. They said that it will read in "Processing", but it appears to have been shipped out and I should receive it by that weekend 08/09. She said she would check on it and either email me or call me back on 08/08. On 08/13 I emailed Jennifer Cole, the Director of Customer Satisfaction for the company, and explained the situation and that the order had still not arrived as promised. I stated that I was going to give them 24 hours to complete my order, and after that I would cancel my order. On 08/15 I called customer service again to cancel my order, since they do not have a on-line cancellation. The girl who took the called confirmed my previous call, and said my doctor had denied the order, since the prescription had expired on the 6th (even though the paper I have said it was to expire on the 3rd). Therefore the order had been cancelled she said on 08/08.
I asked then shouldn't I have a "Cancellation Number" or something, and why was the on-line status still saying "In Processing". She said there was no cancellation number to give, since it was denied.
On 08/25 while checking my on-line bank statement, I found Lens.com, Inc, had charged me $39.79, and I immediately called them. The customer service person I spoke with confirmed that the previous customer service rep. Had said that the order had been denied and cancelled. She said she did not know why it had still gone through processing and that the order had been shipped that day (08/25) to me in error. She said they could not do a refund or reverse the charge to my card, until I received the package and sent it back to them. I received an email from the company on 08/26 saying that FedEx had shipped out my order on that day.
I immediately contacted my bank on 08/25 to dispute the charge, since it was in the Pending Transaction status. The girl at the bank, reverse the charge to put the money back into my account. On 08/28, while I was out of town meeting with a client, I called to verify my balance on my check/debit card. I was shocked to find my account short approx. $40, when I had not even used my card that day. Turned out, when I got back home to check my on-line bank statement that Lens.com, Inc. Had again billed and charge my card for an order that had been cancelled. The pre-authorization to charge my card had been cancelled, but they still charged me anyway.
They have never returned any calls or emails, despite the customer service persons saying they would report this to their supervisor. Jennifer Cole is the Director for Customer Satisfaction, as her signature on an email sent to me when I first started to order from them, but did not complete the order (at that time), shows. I have had to report them to the Attorney Generals Office for Missouri, The Better Business Bureau (who I since filling the complaint has numerous complaints against this company and their failure to respond back even to them, for these same problems).
I can only now say It is SO IMPORTANT, to check out any company you are going to order or do business with on-line, through the various agencies. Had I known that they were a problem on here, or through the BBB, I wouldn't have to be going through the trouble I am now to get my money back. And I still don't have the package; they claimed to have been sent out by FedEx. My call to FedEx, confirmed that they (Lens.com) only needed to call them to cancel the order, and they would have stopped delivery. Lens.com claimed that they could not stop the delivery, so I am to wait another 2 weeks before or if I would see my money returned. Don't do business with this company of theives!!!
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