It is IMPOSSIBLE to actually TALK with an agent. The Bot isn't comforting, and I had to dance around its answers and try and try to ask in a way to get me to request a phone call. I STILL ended up in a chat box. All I wanted was a confirmation and I still ended up paying $132 more because my frames originally chosen on sale were no longer on sale, and I paid full price. The credit didn't cover it.

I ordered contact lenses from this company by uploading my prescription and selecting two boxes for each eye. Their system automatically matched the prescription to the correct product—no manual input was required. I paid using my vision insurance, which covered the full cost.

Soon after, I received an email stating my order couldn’t be processed until I provided my prescription—despite already uploading it. I called customer service (no written record unfortunately) and was told my lenses needed to be "custom made," nearly doubling the price. This was never mentioned at checkout, even though the prescription had already been reviewed and pricing provided and paid.

As a result, I had no choice but to reduce the order to one box per eye. The new total came to $276.88. Even after that, I was told I had to pay an additional $24.28 out of pocket, as insurance only covered $250. My insurance provides $300, which had already paid for 4 boxes. I was also told I had received a “10% discount” of $9.69, but that figure is clearly not 10% of the total. When I contacted my insurance provider, they confirmed my benefit covers up to $300 for contact lenses and that they do not limit how much a vendor may discount.

I reluctantly agreed to continue with the order because insurance was already involved. But then I received another email stating that my order still couldn’t be processed without a prescription—again. When I contacted customer service, I was told to ignore it. Then I received another message saying it would take 6–8 weeks to fulfill my order when on the online invoice stated 7 days.  More emails followed, again claiming they needed my prescription.

When I attempted to log into my account, I was told my email wasn’t recognized. I reached out via text, and they sent a password reset link, even though my login was correct. After reading other customer reviews on the Better Business Bureau, I found many people experienced similar login issues, indicating it wasn’t an isolated case.

When I finally accessed my invoice, I noticed a $6.99 shipping fee, even though their website clearly advertises free shipping. When I questioned this, I was told the $9.69 discount had been applied to cover shipping. However, that completely contradicted their earlier claim that it was a 10% discount on the order itself. If the discount was to offset shipping, what was the  additional $2.70?

To make matters worse, they sent me a revised invoice—after the fact—showing two discounts: one for shipping and one for $2.70. This change only added to the confusion. Altering invoices after they’ve been issued is concerning and unprofessional.

Later, I was told I missed out on a $10 multi-box discount because I hadn’t ordered two or more boxes. This makes no sense because my original order was for four boxes and the amended order was two boxes. They then offered to send me the remaining two boxes for $239.28, which again seemed like an arbitrary figure based on previous inconsistencies.

I’ve reported this to my insurance provider, who is investigating the matter. I also reached out directly to John Graham, the CEO, in hopes that he’s unaware of how poorly customers are being treated, as is quite evident by the numerous  negative reviews on the Better Business Bureau website.

Summary of issues:

Price nearly doubled after paying the order—due to "custom" lenses—without prior notice.

Repeated false claims that my prescription was missing.

Insurance was underutilized; only $250 applied from a $300 benefit.

Out-of-pocket charge added with misleading explanation of a “10% discount.”

Advertised free shipping not honored; invoice showed $6.99 fee.

Conflicting explanations about discounts.

Revised invoice sent after the original, showing changed amounts.

Account access denied without cause.

Customer support was inconsistent and frequently contradictory.


I advise anyone using this company to communicate only through text or email to maintain a written record. I will continue pursuing this issue through my insurance and placed a cloplaint with the BBB as to this company’s confusing, and at times misleading, business practices.

Great customer service I've experienced! Thank you ????

Excellent service and super quick with answering their emails when I made ad mistake with my order! 

I love the contacts, All are beautiful colors nicely packaged arrived on time and are accurate to the descriptions as well as reasonable in price. I have subscribed to coleyes because I will be ordering from them again ! ??

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