Haylee H.

I have been buying contacts from Save-On-Lens for years. I always thought they had reasonable prices and quick shipping. However, I recently ordered one box of contacts (my prescription is the same in both eyes) to get me through until I get Lasik on August 9th. I typically do not wear glasses (not to mention they are broke and I have not gotten them fixed due to the fact that I will no longer be needing them).

I always buy Acuvue 2, -3.00, BC 8.3, DIA 14 with 6 lenses to a box.The contacts took about a week for shipping (I ordered July 25th and received them July 31st), which was fine. However, when I opened the box, I realized there were only 5 lenses in the box. Upon further inspection, I realized that three of the lenses were for my prescription and that their lot number matched the one on the box, however the other two lenses were a different prescription and obviously did not match the lot number on the box.

Of course, I emailed customer service (with pictures), stating that all I wanted was my money back. Their response was that I would have to return the box to their manufacturer, but if my claim was jusified I would only get replacement lenses if I made a new purchase or paid $10.00 to have replacement lenses sent on their own. Here is their wording from their email:

"We are sorry to hear your experience. Kindly note we are more than happy to assist you to identify the problem. All the contacts we carry are from the original manufacturer. Acuvue 2 is one of the the best one. We do not have any reports of defective lens associated with Acuvue 2. Please note this is a very strange case and we have never seen this happened before in our 18 years history.

The manufacturer will examine the contacts to justify for defective return. Kindly note should the manufacturer deems the lenses to be defective, the replacement lenses will be issued in the same prescription. If your Rx has changed, then the replacement will not work for you. The replacement contacts will be shipped with your next order for free, or, there will be a fee of $10.00 to ship it alone."

As I am receiving Lasik soon, this would not even be worth it as I would not get the new lenses for another week or longer, and will no longer need them by the time they arrive. Therefor, I simply wanted a refund for the faulty box I received. Their customer service told me my claim was impossible and laughable. Once again, here is their exact wording:

"Please note your claim is basically impossible. Any contact lens user would know this would never happen. Every patient knows a contact lens box has its own lot number. It is a laughable claim. If you want to keep insisting on your accusation, you will need to authenticate it by sending it back to the manufacturer for verification. You can't expect a refund without solid proof."

Ultimately, I will gladly send the box back, but request a full refund versus replacement lenses. I also straight up told them I will leave negative reviews to warn others of their customer service. All I can say is thank goodness I am getting Lasik so I never have to deal with ordering contacts again. I would highly NOT recommend ordering from Save-On-Lens, just due to the chance that if you have something go wrong, they provide you no help in fixing their mistake.