Ordered from Lensdirect.com because they promised delivery within 4-5 days of ordering. ordered a couple boxes of the jade green prescription contacts. Cost $70.44. After I placed the order (9/16/12) I realized I had used the wrong card. Called them the next morning, and an associate said that's fine, but we will have to cancel your first order and then just start a new one. I said okay. She ordered the new one. The day after that I notice the $70.44 was still pending on my debit card. I call again and explain. They kept me on hold for about 15 minutes and said oh yes we see where that money is being held we will cancel it and return it immediately. The money for the second order had already been taken out of the other credit card as well. (9/18)
Surprise, they didn't. 3 days later, tired of dealing with the promises of the women on the phone, I emailed the "Chat now with a live agent!" Surprise, no response. Sent three of those. Sent an email. Warned them that I had switched cards for a reason, and if the money wasn't returned by that night I would dispute the charge through my bank and contact the BBB.
NO RESPONSE. So, I disputed it with my bank and filed a BBB charge. Mind you I still hadn't gotten the contacts for the 9/18 order and it had been 6 days. Online it said "shipped" but offered no tracking information. I filed the BBB charge.
*Magically* I'm guessing 2 days later they received the BBB charge and suddenly I got an email stating they had shipped my second order...10 DAYS LATER. So now I have to wait an additional 4-5 days or God knows how long...making it over TWO weeks for these to arrive. I ordered from them specifically for the 4-5 day delivery.
Oh yeah and my money? Still haven't gotten in back! So today I received an email from someone named "Donna" about my money and contacts, telling me to call, and then she called from a number that only showed up 516 and left a message. I noticed on the signature she wasn't even with lensdirect specifically, just online business firm thing. So still never heard from lensdirect. So I call the number and what do you know, after I couple rings someone picked up and then hung up on me! Furious, I emailed back to let them know I had filed with the BBB, disputed with my bank, no I still hadn't received my contacts that were going to take 2 weeks to get here (even though I was being charged for "business" shipping and handling!), and quite frankly I was tired of playing phone tag and getting crappy customer service from this company. I don't want to be pacified over the phone. I really just wanted my money back and my contacts. If you're not going to refund my money while we are speaking and personally deliver my contacts, leave me alone. (I did not say all of that part, but really I am done trying to talk to them. Let my bank and BBB hash it out).
Almost immediately she called again (can't answer MY calls, eh?), but I am at work and really, just don't want to deal with someone who can't handle this simple issue. I notice I have an email as well.
So long story short: Don't use them!!! You won't get ANYWHERE unless you file something against them with the BBB and you won't get your money bank unless your bank helps (and that can take up to 10 days). If I still haven't received my contacts in 4-5 days I will be filing yet another report and disputing yet another charge!