angela g.

Would give only 1 star, except they did send the correct product and the phone support people were OK, though didn't always have accurate info. If not for those 2 things, 1 star.

My first and last time to order from this co. I've been getting contacts online for over a decade from various companies. This was the worst.
Not only did they wait over 3 days to tell me that the contacts I had ordered weren't in stock (why wasn't I informed of that when I ordered?), the email I was sent to inform me was remarkable for its:
-lack of apology to me
-lack of acknowledgement that I might be inconvenienced by a week delay in receiving them
-stating "there's nothing you need to do" when I DID need to call their customer service and see what I could do to get them shipped to me faster.
Between the inexplicable long delay informing me that my lens were back ordered, and that stunning absolutely non-apologetic email, plus still getting the lens 1 week late, NO WAY would I ever order from lens.com again. I learned my lesson!

Their web site said if I ordered that day, package would arrive within 5 days. Great. I need it for a trip I'm leaving on night of 6th day. But then a day later I get an email message from FedEx saying it won't arrive until 7 days. I call fed ex, is there a delay, weather? No, FedEx says that this shipping method is 5 - 7 days. So I call FactoryOutletStore, complaining that it's misinformation on their site. They don't say it's a mistake, they don't apologize, they say "It arrives within 5 days for most people," as if that makes it OK.
I explain I need this item for my trip. To ship it so it'd arrive in time, it would cost $25 add'l but the store only offers to pay $10 add'l.
Fortunately, the actual delivery was done by USPS and I held my mail so this late package stayed at the post office while I was away, rather than parked on my doorstep. Though of course I didn't have the item I wanted for my ship.
The store did pay for return shipping and did refund my money so it's 2 stars, not 1. (Though for some reason at first they just refunded partially, I called and complained, received no explanation why it was partially, but rest was refunded.)
STILL, WHY THEY ADVERTISE THE PACKAGE WILL ARRIVE IN 5 DAYS WHEN THE SHIPPER FEDEX SAYS 5 - 7, I HAVE NO IDEA. IF EVERYTHING WAS THIS MUCH OF A HASSLE, I'D NEVER SHOP ONLINE!

My subscription expired Aug. 1. I was given no warning in advance that it was going to expire. At some point in the day I got a msg saying it was expired but they'd give me a little grace period to renew. (I forget actual wording). Then a few hours later, a msg saying it had expired and I had to renew for my data to be backed up. It would not be backed up until I renewed. So I renewed at night 8/1.

I thought after I paid the renewal, my subscription would be automatically extended. No, you need to re-install their software. Which didn't work. I get an error msg saying "renewal is incomplete." I look on their database about how to solve the situation, but neither of the 2 entries are relevant to my situation.

Not only is it not backing up, the custom designation I gave for which files to back up and which not to appears to be lost so I'll have to redo all that, probably.

So I wait till 8/3 morning and call them. The tech supporter I get, not impressed with her. I explain the situation and she says oh, you got an error msg saying such and such. She didn't ASK if I got that error msg., she SAID I did when I hadn't.

She gets into my machine remotely, spends maybe 45 minutes reinstalling and trying to get it to work. Not successful. She says call back in 30 - 60 minutes when server should be up.

I wait 90 minutes, call back, not only am I told server is still down, this time I'm told wait till tomorrow morning! The server is supposedly down for scheduled maintenance, both of them tell me that, but one things it'll be up in 30 - 60 minutes while the other says wait 18 hours?!

Why is resubscribing such a hassle? Why do I need to re-install? Why is a server for "continuous backup" down such a long time for "scheduled maintenance" and why don't the support people know how long it will be down?

They spend too much resources and attn on advertising and not enough on their so-called "continuous backup."

My subscription expired Aug. 1. I was given no warning in advance that it was going to expire. At some point in the day I got a msg saying it was expired but they'd give me a little grace period to renew. (I forget actual wording). Then a few hours later, a msg saying it had expired and I had to renew for my data to be backed up. It would not be backed up until I renewed. So I renewed at night 8/1.

I thought after I paid the renewal, my subscription would be automatically extended. No, you need to re-install their software. Which didn't work. I get an error msg saying "renewal is incomplete." I look on their database about how to solve the situation, but neither of the 2 entries are relevant to my situation.

Not only is it not backing up, the custom designation I gave for which files to back up and which not to appears to be lost so I'll have to redo all that, probably.

So I wait till 8/3 morning and call them. The tech supporter I get, not impressed with her. I explain the situation and she says oh, you got an error msg saying such and such. She didn't ASK if I got that error msg., she SAID I did when I hadn't.

She gets into my machine remotely, spends maybe 45 minutes reinstalling and trying to get it to work. Not successful. She says call back in 30 - 60 minutes when server should be up.

I wait 90 minutes, call back, not only am I told server is still down, this time I'm told wait till tomorrow morning! The server is supposedly down for scheduled maintenance, both of them tell me that, but one things it'll be up in 30 - 60 minutes while the other says wait 18 hours?!

Why is resubscribing such a hassle? Why do I need to re-install? Why is a server for "continuous backup" down such a long time for "scheduled maintenance" and why don't the support people know how long it will be down?

They spend too much resources and attn on advertising and not enough on their so-called "continuous backup."

They claim free shipping but charge you for "handling" and "priority" (though their shipping is not fast) and something for "handling returns" whether you return a product or not. It all adds up to shipping charges. Why they want to tell customers an obvious lie, who knows, but says a lot about how they treat customers and their honesty.

They make a difficult situation worse with extremely bad, inconsistent communication.
1. I cancelled a prescription by mistake Fri. I realized immediately it was a mistake, called, got reinstated so it's in process again, I think.
Tue. Their site says it's still cancelled. Again, call, get back in process.
Today, Thur., call and am told it is in process. So WHY DOES SITE SAY IT'S CANCELLED IF IT'S IN PROCESS, I ask. The guy tells me it's because it's in process. HUH!?
2. I get email saying they can't fill a different prescription due to not available and that they've tried to contact my doc about this unsuccessfully. That's ALL the email says. I go to their site and it says "Waiting for information from you" but doesn't say what info. So I call, ask what info they want, and find out they want the doc to say what med to use instead. FINE. BUT WHY DON'T YOU SAY THAT IN YOUR EMAIL TO ME?
I've had to make so many calls to them JUST BECAUSE THEY DON'T SAY WHAT THEY MEAN, either on their site or in their emails. It's nuts!
Do they want us to have to call a lot to find out what's going on?

I have never gotten a bad impression of a company SO FAST. When I placed my order, the site asked for my phone number "just to provide delivery info." Within a minute of me placing the order, they sent me a text thanking me for my order.
NO! That is not "delivery info." I don't know why they want to send via text what other retailers send via email when it is definitely not urgent, but why OUTRIGHT LIE on such a minor thing?

The product consisted of two garment hooks, that you'd hang in the bathroom or a closet. BOTH were defective, as could be seen by simply looking at them closely and seeing that the little screws to hold the hooks in place didn't screw in properly. The fact that both hooks had the same issue says something about Lowe's QA. But OK, these things happen.
Here's where it gets astoundingly bad. I look up my order online to see how to return it. It's not apparent so I call Lowe's. Even though I bought the product online, they INSIST that the only way to return their defective product is to go to one of their stores! Even though I bought them online! Lowe's said that's because the product was "special order." No, I bought the hooks off their web site, what appeared to be normal products with normal product numbers. Tried talking to a manager, no luck.
Hey, Lowe's: I bought these hooks online because your stores are not convenient for me. I'm having to return them not because I changed my mind but because THEY'RE DEFECTIVE.
I've been buying stuff online for 15+ years. Sometimes you have the OPTION of return products to the vendor's brick and mortar store, but the vendor insisting that's the only way to return something you bought online? Nope! Clearly Lowe's doesn't understand the basics of e-commerce or customer service. I won't be back!