1-800 Contacts Reviews 600

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.

Date of experience: June 20, 2025

Quick to tale my money and taking an entore week to verify my prescription which I literally uploaded n showed proof of now its a hassle to have my bank charge me back and reorder when I cannot see

Date of experience: July 03, 2025

Paid over 100 dollars for a box of contacts with two day shipping and 5+ days have passed and I still haven’t received them. 1800 contacts was unhelpful with solving the issue and just can’t seem to deliver my contacts, which you’d think they’d be good at as they are a contact lens business. This has affected my life as I need my contacts to see so please don’t ever use this service as it has severely negatively impacted my life and there is nothing I can do to solve it because they suck so badly. Pissed.

Date of experience: June 27, 2025

I placed an order for contacts. I was expecting one price and after I paid they charged me $25 more per box. They also offered me a discount price of $9.99 to upgrade to expedited shipping...they charged me $14.99 for expedited shipping. The customer service person told me they may be a glitch in the system she was unsure what was happening...the supervisor (Jason) said oh well...i will cancel your order. He was very uncaring and unwilling to assist. I requested his supervisor and he told me email customer care and ask for his supervisor. I needed the contacts right away so i chose to keep the order. I received an immediate email changing the order again. I called and requested the order be voided and my money returned only to be told by a different supervisor (Savannah) that it could take 10 business days for them to return my money. I wish I would have read their reviews prior to putting myself through 2 hours of turmoil with 1800 contacts. SAVE yourself....Don't do it!

Date of experience: June 27, 2025

Site shows that they have high rating reviews when that is not the case.
They sell poor quality contacts and provide terrible customer service. Highly recommend you use a different place to buy contacts.

Date of experience: June 26, 2025

They no longer care about their average consumer. After years of using them for my contacts they have taken advantage of me. I tried ordering more contacts and noticed my account had been locked. So I contacted support in a worry since I needed contacts asap. I can barely see without them. I usually order a few times a year, only this time I had been told I had a return charge in February and we are now in June! I purchased a few times since February now, and they just now had decided to tell me I had a return charge after almost half a year. I had no phone call, no email, no mail, or text about this charge that was returned, I also did not notice it in my bank account that it had been declined. Either way I never had a company once ship something before it was payment confirmed. This was extremely odd to me. So now they locked my account and said the only way for me to pay is a certified check or money order! With no other explanation or help. I guess saying I must now go out of my way to pay off a balance I was not told about until they locked my account is their way of helping. It’s okay though. Lensdirect will now get my business along with my wife’s. They also locked my wife’s account when hers is completely separate from mine. So we both had been attacked and taken advantage of. Such a shame I feel the need to let others be aware of they way this company had went down hill. No wonder they have extremely low ratings across all charts now! Whoever is running 1800contacts should be fired.

Date of experience: June 22, 2025

Super great Customer Service. I had a few problems with my prescription and with payment, but the customer service reps were always available with zero delay and sorted my problems out quickly. Very happy to give them my business.

Date of experience: June 23, 2025

I never wasted so much time ordering on line. Will never use this company again. There's only so many times I'm willing to spend the day repeatedly uploading my prescription card. Never using again

Date of experience: June 20, 2025

I called 1-800 contacts to place an order. Because I have Rigid Gas Perm lenses I was told I would need to fax my prescription and someone would connect with me in 24-48 hours which is what I did after I hung up with the agent. 5 days later I reached out to the company by text as that is how they communicated with me and was told I needed to wait another 48 hours which is not acceptable. I asked to speak with a manager. So Samantha sent an email at 10PM that evening with no apology..... I called her the next day and again she never ever apologized. I guess 1-800 contacts thinks they are always right and the customer is always wrong. Samantha was as rude as she could be. She said they are the only company which makes the gas perm at $45. I just found another company today-10 days which hand makes lenses at $35. I will never do business with 1-800 contacts ever again.

Date of experience: June 10, 2025

In my experience, 1800Contacts is *THE* Customer service model for ALL companies! They answer the phone within one ring. Unbelievable in this day of automated voice recognition hell. If their live agents receive incentive pay for friendliness & competence, they must be financially wealthy. And when a prescription changes, they issue a full credit for unopened boxes in exchange for new contacts, plus free two-way shipping. No grumbling. No problem. Unbelievable!

Date of experience: June 11, 2025

They canceled our order. I called them at 9am today to give them approval to contact drs office for missing details on the prescription. Less than 6 hrs later they canceled and said it had been 24 hrs since they received the order and did not have the missing info. They were not helpful at all through chat and told me I’d have to reorder. The positive reviews on their site are clearly face. Don’t bother using them unless you have everything you need into them immediately. The customer service is deplorable!

Date of experience: June 09, 2025

They let me place my order, and then said they'll confirm my prescription with my doctor. Then, they told me I can't get them because they were a different brand than the ones my doctor recommended. I feel like that is not something a lens store should be able to decide on my behalf.
Nowhere in the whole process of ordering did they warn me that they will have to confirm the brand with my doctor.

Date of experience: June 08, 2025

Do not purchase contact lenses from 1-800-Contacts.
I ordered my contacts by sending them a scanned original of my prescription. The website then provided me with a total cost owed, and 3 choices for shipping. It was free for 8-10 day delivery, another price for 5 day and $20.00 to overnight the shipment ( they refer to it as teleporting because delivery is supposedly really fast.)
I paid $480 for my order and $20 for overnight delivery service, and received confirmation.
I contacted them via telephone immediately after making my purchase just to confirm everything was correct and that I would receive my contacts the next day, which they confirmed.
3 days later, I received a text message letting me know that there was an issue with my order and to contact 1-800, which I did.
The 1-800 agent told me that my prescription would cost $890 dollars, in addition to what I already paid, because there was a mistake on their part.
When I told her to cancel my order, she responded with "we already did."
She then went on to say that the money I already paid them will be refunded in 3 to 10 business days.

Don't put yourself through this aggravation. Only to find out they're holding on to your money, while you're thinking that your lenses are on the way.

Date of experience: June 07, 2025

I literally went thru my entire order and paid just for them to say my prescription was not valid. At the same time, they also said I did not qualify to renew my prescription online. Why would you allow me to pay just to tell me that it was not an option to receive contacts? That is utterly ridiculous.

Date of experience: June 06, 2025

The last few times that I have ordered contacts from one 800 contacts, I get an email saying that there’s a problem with my prescription despite the fact that there is not. They clearly are doing this to try to get people to buy more boxes of contact lenses. I have been ordering from them from years however, if this continues, I will buy my contacts elsewhere.

Date of experience: June 01, 2025

I absolutely cannot wrap my head around the fact that 1-800 Contacts could possibly rate anything lower than 5 stars. My experiences with them have been exceptional. I always call my orders in and the reps have been nothing but friendly, professional and extremely helpful. My contacts arrive quickly and the order fulfillment is accurate. I have even tested their guarantee and received credit for contact lenses that I disliked and some that were left over from a previous prescription. No questions were asked and they sent a shipping box and label for the return. How can you beat that?
I highly recommend 1-800 Contacts.

Date of experience: May 30, 2025

I almost didn’t purchase from this company because of all the negative feedback/reviews on here but thank God I reached out to them because of all the online contact lens provider I messaged, they were the only one willing to work with me and my situation – thanks Grace for the help via chat and for making sure I get my contacts in time. Thanks also to Erin who was patient when I reached out again for follow-up. My local Optometrist clinic knew I was traveling but didn’t offer guidance on the ordering process considering also this is my first time switching to contacts from glasses. When I finally found the right brand for me, they told me I must wait 2.5 wks to get my contacts and I really needed at least a few coz I’m attending my daughter’s graduation and some family reunion events. Anyways, placed my order 5/16 and received it 5/19. Ofc I had to pay extra for the shipping cost because it’s expedited, and I live in HI. Thanks, 1800Contacts! ‘til next time!

Date of experience: May 16, 2025

Another company that lies about their price match policy. Found the contacts much cheaper elsewhere and they tell me "oh, that's a new customer discount, so we can't honor it." I say it doesn't say new customer discount anywhere, just special online price and they tell me nothing they can do. I start a new chat with someone else and she tells me an entirely different story - this time, it's not new customer discount, it's "google pricing" and not offered to everyone so they can't offer it. They find an excuse every time to not match prices, so their "guarantee" is worthless.

Date of experience: May 14, 2025

I found online deals with other online retailers & 1800 Contacts would not match prices nor work with me in any way, to reduce the retail price of precision 7 for astigmatism & this awful service was given by a supervisor. As it turns out I'm glad they disappointed as I was able to buy a year's supply with my local doctors office and receive a $100 rebate, a ten percent discount because I'm covered by VSP & use my insurance directly. After over 10 years I'm calling it quits with 1 800.

Date of experience: May 03, 2025

Do not order from 1800 contacts. I used them for over 15 years and I accidentally hit the enter button when ordering and they have it set to the max amount. I immediately cancelled it and reordered. Well they then had my account locked. I've been trying to get it resolved and nobody can seem to resolve it. So, now I have to go somewhere else for contacts. They lost a long time customer!!!

Date of experience: April 27, 2025