I ordered 1 pair (2 lenses) cosmetic colour contact lenses from Lens.com in 2009. Although the company claims otherwise on their website, they absolutely do not care whether you have a prescription for contact lenses. (This is just a ruse to appear legitimate. In fact they have gone to pains to instill confidence in online shoppers that their business is a secure online shopping destination. I will bet their testimonials was created by the company themselves as they have no active message board on which customers can post reviews of their experiences.) Surely it is illegal in the United States to dispense contact lenses without getting a valid prescription from the contact lens wearer?
Lens.com charged me me for 2 pairs/4 lenses. I made them aware of this mistake upon which they refunded me for one pair - so far so good. Then I waited for 5 months. No lenses. After several communications the company could not provide me with any tracking number for the parcel or any information so I can follow up what happened to my product. It did eventually arrive in South Africa mid 2010. I was lucky that time. I reordered in October 2010. The charges was made to my credit card and an email sent out more than a week after this - they were tardy with sending out the parcel. It is now mid January 2011 and I didn't receive anything so I emailed them the following -
Good day I have ordered 1 left, 1 right lens of Natural Touch opaques on 5 October 2010 but still haven't received it. Is there a tracking number so I can find out where my lenses are? Don't you have an airmail or courier option as this method took really long on my previous order as well and I'd prefer not to to have to wait for my product 4 months every time. My order number is1087751333 Regards Their reply was this -
Dear Ryno, Thank you for contacting Lens.com. I apologize but you had a previous order that was undeliverable to the address provided. We will not be able to refund for another order. Sincerely, Helen
Lens.com
Customer Service Department
1-800-LENSCOM (Phone) 1-573-754-5200 (Fax)
She didn't answer my question about a tracking number or the possibility of using a courier service for door-to-door delivery. She made a bizarre reference to a previous finalised transaction for which I WAS in fact billed that has nothing to do with my current transaction. She didn't offer any solution going forward in terms of locating my merchandise.
Let it be noted that I have had dozens of items delivered from US, UK and China (from big companies to individual sellers) to both my door and my post office on my street. Yet Lens.com is the only company to claim to my address (in the most expensive residential area in Johannesburg, the biggest and most advanced city on this continent) is "undeliverable". Based on what?
Do NOT shop from these people. They scammed me out of a couple of hundred of dollars that I doubt I'll be able to recover although I'm laying a frauds claim with Mastercard.
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