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"I tried to order contacts in September.... was advised that by law you must have a prescription. Paid $100 to get a prescription, went back to Coastal Contacts and ordered on October 18th and paid a rush delivery fee. By Oct 27th, I still had not received the contacts. I chatted with a service rep only to find out, one of the contacts was out of stock, so they claimed to have left me a voice message. And so sorry, we can't get them to you by Saturday. Now, days before our halloween party... nothing. Thanks so much!!"
"If you have a fairly simple single-vision prescription AND you're literate/intelligent enough to read and understand the terms and conditions of the "free glasses" offer you'll probably be satisfied with Coastal Contacts.
A lot of complaints come from people who didnt/couldnt read the terms then cry afterwards abut having to pay shipping/handling/whatever.
That being said, if you need bifocals or progressives, AVOID THEM LIKE THE PLAGUE! I have had to return one pair of progressives because they were just plainly wrong, and cancelled another after ~12 weeks of waiting because their lab could not correctly make my lenses.
Also, be prepared to either be VERY patient or VERY persistent if you do return anything for a refund. It takes them anywhere from 6-8 weeks to get you a refund after returning your product (and I cant believe someone actually had the balls to complain that they E-MAILED you a prepaid return label!).
Conversely, after returning my product I e-mailed them when I received receipt of delivery and they promised me a refund within 24 hours. A week and several e-mails to Customer Service, the CEO and Regional Manager later I finally got my refund. Make sure you use a card that has a good dispute/chargeback process and avoid using PayPal.
"
This review was modified by BlackRenegade on June 16 2011 11:14:36 PM
"They sent us an order without us confirming the order. They shipped it with a bill. We didn't want the contacts in the first place. Avoid entering any personal information at their web site."
"I ordered a pair of glasses on Coastal.com after the website promised that they would be prepared within a day or two, and then shipped with a shipping method that would only take 3 to 5 days, a must because I needed them before a trip.
After ordering, the website said my glasses wouldn't be delivered until 2/3, so I was concerned and contacted customer service. They assured me that my glasses had been shipped on 1/19, and that I would indeed receive them in 3 to 5 days. I was also supplied with a tracking number, which, curiously, did not work.
I found out today that they outright LIED to me. My glasses were not shipped until today, 1/24, a full five days AFTER they said they shipped. This means my glasses will not reach me until next week. I am requesting a return (which I'm sure will be a hassle) and I will NEVER do business with this company again.
Edited to add:
I originally ordered a pair of glasses on 1/15. They took THREE WEEKS to get here (after I was promised they'd be shipped in three days). They didn't fit (and I was fed up with the company) so I sent them back in early February. As of March 1st, I STILL haven't gotten my refund, which they claim takes 4 to 6 weeks. This is absolutely ridiculous, because it's a simple refund on a credit card.
Make sure you're aware of their horrendous return policy before purchasing, though you'd be safer staying FAR, FAR AWAY from this site and buying glasses/contacts from a more reputable place. "
"Still waiting on contacts I ordered weeks ago. The estimate date of shipment was one week ago. I am leaving for a flight today, and I thought I'd have more than enough time to get the contacts before I go on vacation. They kept saying 1-2 business days every time I have called, but it has been 6 now. Who knows when I will get them now? Worst customer service ever. They literally told me that it's not their problem and that it's USPS's problem. If the customer does not receive the package, that is your problem. They didn't even offer to refund handling charges or anything to even remotely keep my satisfied. I will never order from here again, and I don't recommend it for anyone."
"Over four months ago I purchased O2 Optix contacts from Coastal Contacts. I received the correct contacts in the mail within about a week of purchase.
At the time Coastal Contacts was offering a $60 rebate, so I filled out the form and mailed it in about 14 weeks ago. The rebate form explicitly states that the rebate would be issued in 6-8 weeks. I have called Coastal Contacts three times and emailed them once and I get horrible customer service. - During the first call (3-4 weeks ago) they told me that the rebate form was indeed received by them and that they would email me within a day to let me know what was going on; I got no such email. - About a week later (over two weeks ago) I called again and was told that the rebate was approved by them and that it was "awaiting signature" and was probably already in the mail to me. I waited and waited and never got the rebate. - This past Monday (3 days ago) I emailed Coastal Contacts to complain and they have yet to write back even though their website says that they respond to emails within 24 hours. - Today I called and they told me that they could not listen to my complaint because they were experiencing a high call volume due to the upcoming Halloween holiday (go figure?)
So, what it boils down to is that do not expect to receive a rebate from Coastal Contacts and do not expect any customer service - because they do not have any.
In addition, their website appears to be American, but it is not. They charge your credit card from Canada which can produce a foreign transaction fee on your credit card bill. Their website has no disclaimer saying that this might happen and there is no indication on their website that they are located outside of the United States."
I am a second time customer having placed my first order for prescription contact lenses for myself about a year ago.
IMPORTANT THINGS TO NOTE:
First time I placed my order online -- the price of the contact lenses were different. They were cheaper. When I looked into this, I realized they have a lower price for first time customers only. (They have it set up though, to make the customer believe that their lower price for first time customers is what the customer will always be paying. Thus initially attracting customers from other websites.)
So the second time around, I received an email from Coastal saying I have to refill my order. I click Refill on their email and I wait. I placed my order on AUGUST 15th.
Several days later I receive an email (no call, no other warning) saying my order is put on hold because my prescription has expired.
So I send an email asking what I have to do. I wait. I get an email stating that my credit card has been charged for the full amount. I wait. Then I get an email saying I have to go to that optometrist and get another examination.
So I go, immediately, get a new exam and get home and email Coastal Contacts: “Now what?”
They take over 72 hours to get back to me and their response is: “your account is on hold because the law states that we cannot ship contacts without a valid prescription.” I respond: “I know this. I already got this generic automated email response before. And my optometrist DOES have a VALID prescription, now what?" I wait the appropriate 24 hours between each inquiry on what to do.
At this point it is SEPTEMBER 10th. I receive the SAME EXACT RESPONSE from 3 different customer service reps saying that it’s the law that they can’t send out lenses without a valid prescription. I tell them I do have a valid prescription.
Then finally when I tell them I am contacting my credit company, 33 FULL DAYS LATER, it’s the first time they respond to me in 24 hours. Finally a person writes: “We are sorry for the miscommunication. YOU have to FAX the prescription to US.”
So I have to go back to my optometrist, get my prescription, find a fax machine. And fax it to them. Today, SEPTEMBER 23, a FULL 13 DAYS LATER --- STILL NO RESPONSE.
So, I call them. I lead by asking, what do I do to get my contacts, please? Their answer: “your order is placed on hold because it’s against the law for us to mail out contacts without a valid prescription.”
I tell them, again, yes -- I understood this a month ago and I’ve been following instructions. You should have a received a fax with my new prescription over a week ago. Why am I not contacted either way?”
Without looking anything else up, her next response is: “You got the wrong prescription for the wrong contact lenses.” I don’t know what that means -- I ask her what this means and why I wasn’t notified of this right away.
I get a rude response: “We told you your account was put on hold several times because your prescription had expired.”
I respond: “I know this. When I was first told this -- I went and got an exam and renewed my prescription. What kind of prescription do I need to get then. Please don’t tell me my account is put on hold again. Tell me what to do. I am not getting an answer from you and it’s been over a month waiting to get my contacts. What should I do, contact the Better Business Bureau?”
Her answer: “Go ahead, we broke no laws.”
I hung up on her.
BOTTOM LINE:
For first time customers they will try to get your business by being nice and baiting and switching services. BUT BEWARE OF THIS COMPANY.
Even if they try to say this is just “one case” and usually all our customers are satisfied -- would you want to give business to a company that treats even one of their customers like this? And clearly, this isn’t the case -- read other customer reviews.
For something as important as vision correction, use a company with customer service that will provide care for you. And not leave you on the curb soon as they have your money."
"So I paid my total amount due of $336.11 before the due date for my focus dailies. A couple of days later I saw an additional $10.08 charge on my credit card. The description was "International Transaction Fee." I was surprised because I thought this company operates in Blaine, WA! I contacted the company to see if they would give me a refund, if not i'll just call my credit card company and tell them that it was a fraudelent charge. This is my first time ordering from Coastal Contacts and will be the last. I usually get my contacts from VisionDirect.com and NEVER had any problems at all. "
"Never again, ordered on 3/20/2007. Prescription verified on 3/21 but their reorder cost was higher than directly through their website. They claim to pricematch "online merchant must be an established site as determined by Coastal Contacts" but would not pricematch their own lower price. They did not ship the same day or next as their website promised. Beware!
My first review is below, my how they have changed:
This will make my third or fourth order from Coastal Contacts.
So far so good, no problems whatsoever! Good prices, a lot less than the local optometrist or what Group Health wanted to charge me. I have not found a lower price online. They are using USPS Priority Mail to for their standard shipping. Since I live in the same State about 170 miles from where they ship from I get my contacts within one business day of shipment.
My son lives in Wisconsin and I recommended Coastal Contacts to him last year and he got his order in 3 days!
I ordered very early Sunday morning and got an order confirmation right away. I was not expecting a tracking number until Monday but Coastal emailed me the same day, Sunday, with it. Product shipped out on Monday and I should be getting it tomorrow. I am confident enough about Coastal that I am posting this review early.
Very satisfied and I definitely have become a repeat Coastal Customer. My experience with them has been comparable to other first rate online vendors such as www.mwave.com or www.newegg.com
Good job Coastal, keep up the good work and the low prices!! "
This review was modified by mrflylow on March 23 2007 09:03:13 PM
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posted Jun-01-2011 
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![Share](javascript:share_rating({"review_body":"If you have a fairly simple single-vision prescription AND you\u0027re literate\/intelligent enough to read and understand the terms and conditions of the \u0022free glasses\u0022 offer you\u0027ll probably be satisfied with Coastal Contacts.<br><br>A lot of complaints come from people who didnt\/couldnt read the terms then cry afterwards abut having to pay shipping\/handling\/whatever.<br><br>That being said, if you need bifocals or progressives, AVOID THEM LIKE THE PLAGUE! I have had to return one pair of progressives because they were just plainly wrong, and cancelled another after ~12 weeks of waiting because their lab could not correctly make my lenses.<br><br>Also, be prepared to either be VERY patient or VERY persistent if you do return anything for a refund. It takes them anywhere from 6-8 weeks to get you a refund after returning your product (and I cant believe someone actually had the balls to complain that they E-MAILED you a prepaid return label!). <br><br>Conversely, after returning my product I e-mailed them when I received receipt of delivery and they promised me a refund within 24 hours. A week and several e-mails to Customer Service, the CEO and Regional Manager later I finally got my refund. Make sure you use a card that has a good dispute\/chargeback process and avoid using PayPal.<br><br>","link":"http:\/\/www.resellerratings.com\/store\/Coastal_com\/comment\/774677#comment774677","store_thumb":"http:\/\/www.resellerratings.com\/store\/thumbnail\/Coastal_com.jpg","store_name":"Coastal.com","username":"BlackRenegade","rating":"1"}, "single");){kind=link}
![Share](javascript:share_rating({"review_body":"They sent us an order without us confirming the order. They shipped it with a bill. We didn\u0027t want the contacts in the first place. Avoid entering any personal information at their web site.","link":"http:\/\/www.resellerratings.com\/store\/Coastal_com\/comment\/284059#comment284059","store_thumb":"http:\/\/www.resellerratings.com\/store\/thumbnail\/Coastal_com.jpg","store_name":"Coastal.com","username":"theonlyone","rating":"1"}, "single");){kind=link}
![Share](javascript:share_rating({"review_body":"I ordered a pair of glasses on Coastal.com after the website promised that they would be prepared within a day or two, and then shipped with a shipping method that would only take 3 to 5 days, a must because I needed them before a trip. <br><br>After ordering, the website said my glasses wouldn\u0027t be delivered until 2\/3, so I was concerned and contacted customer service. They assured me that my glasses had been shipped on 1\/19, and that I would indeed receive them in 3 to 5 days. I was also supplied with a tracking number, which, curiously, did not work.<br><br>I found out today that they outright LIED to me. My glasses were not shipped until today, 1\/24, a full five days AFTER they said they shipped. This means my glasses will not reach me until next week. I am requesting a return (which I\u0027m sure will be a hassle) and I will NEVER do business with this company again.<br><br>Edited to add:<br><br>I originally ordered a pair of glasses on 1\/15. They took THREE WEEKS to get here (after I was promised they\u0027d be shipped in three days). They didn\u0027t fit (and I was fed up with the company) so I sent them back in early February. As of March 1st, I STILL haven\u0027t gotten my refund, which they claim takes 4 to 6 weeks. This is absolutely ridiculous, because it\u0027s a simple refund on a credit card. <br><br>Make sure you\u0027re aware of their horrendous return policy before purchasing, though you\u0027d be safer staying FAR, FAR AWAY from this site and buying glasses\/contacts from a more reputable place. ","link":"http:\/\/www.resellerratings.com\/store\/Coastal_com\/comment\/1190183#comment1190183","store_thumb":"http:\/\/www.resellerratings.com\/store\/thumbnail\/Coastal_com.jpg","store_name":"Coastal.com","username":"misdy","rating":"1"}, "single");){kind=link}
![Share](javascript:share_rating({"review_body":"Still waiting on contacts I ordered weeks ago. The estimate date of shipment was one week ago. I am leaving for a flight today, and I thought I\u0027d have more than enough time to get the contacts before I go on vacation. They kept saying 1-2 business days every time I have called, but it has been 6 now. Who knows when I will get them now? Worst customer service ever. They literally told me that it\u0027s not their problem and that it\u0027s USPS\u0027s problem. If the customer does not receive the package, that is your problem. They didn\u0027t even offer to refund handling charges or anything to even remotely keep my satisfied. I will never order from here again, and I don\u0027t recommend it for anyone.","link":"http:\/\/www.resellerratings.com\/store\/Coastal_com\/comment\/784743#comment784743","store_thumb":"http:\/\/www.resellerratings.com\/store\/thumbnail\/Coastal_com.jpg","store_name":"Coastal.com","username":"reviewer2690","rating":"1"}, "single");){kind=link}
![Share](javascript:share_rating({"review_body":"Over four months ago I purchased O2 Optix contacts from Coastal Contacts. I received the correct contacts in the mail within about a week of purchase.<br><br>At the time Coastal Contacts was offering a $60 rebate, so I filled out the form and mailed it in about 14 weeks ago. The rebate form explicitly states that the rebate would be issued in 6-8 weeks. I have called Coastal Contacts three times and emailed them once and I get horrible customer service. <br> - During the first call (3-4 weeks ago) they told me that the rebate form was indeed received by them and that they would email me within a day to let me know what was going on; I got no such email. <br> - About a week later (over two weeks ago) I called again and was told that the rebate was approved by them and that it was \u0022awaiting signature\u0022 and was probably already in the mail to me. I waited and waited and never got the rebate. <br> - This past Monday (3 days ago) I emailed Coastal Contacts to complain and they have yet to write back even though their website says that they respond to emails within 24 hours. <br> - Today I called and they told me that they could not listen to my complaint because they were experiencing a high call volume due to the upcoming Halloween holiday (go figure?)<br><br>So, what it boils down to is that do not expect to receive a rebate from Coastal Contacts and do not expect any customer service - because they do not have any. <br><br>In addition, their website appears to be American, but it is not. They charge your credit card from Canada which can produce a foreign transaction fee on your credit card bill. Their website has no disclaimer saying that this might happen and there is no indication on their website that they are located outside of the United States.","link":"http:\/\/www.resellerratings.com\/store\/Coastal_com\/comment\/414849#comment414849","store_thumb":"http:\/\/www.resellerratings.com\/store\/thumbnail\/Coastal_com.jpg","store_name":"Coastal.com","username":"clear123","rating":"1"}, "single");){kind=link}
![Share](javascript:share_rating({"review_body":"PAINFUL EXPERIENCE<br><br>I am a second time customer having placed my first order for prescription contact lenses for myself about a year ago.<br><br>IMPORTANT THINGS TO NOTE:<br><br>First time I placed my order online -- the price of the contact lenses were different. They were cheaper. When I looked into this, I realized they have a lower price for first time customers only. (They have it set up though, to make the customer believe that their lower price for first time customers is what the customer will always be paying. Thus initially attracting customers from other websites.)<br><br>So the second time around, I received an email from Coastal saying I have to refill my order. I click Refill on their email and I wait. I placed my order on AUGUST 15th.<br><br><br>Several days later I receive an email (no call, no other warning) saying my order is put on hold because my prescription has expired. <br><br>So I send an email asking what I have to do. I wait. I get an email stating that my credit card has been charged for the full amount. I wait. Then I get an email saying I have to go to that optometrist and get another examination.<br><br>So I go, immediately, get a new exam and get home and email Coastal Contacts: \u201cNow what?\u201d<br><br>They take over 72 hours to get back to me and their response is: \u201cyour account is on hold because the law states that we cannot ship contacts without a valid prescription.\u201d<br>I respond: \u201cI know this. I already got this generic automated email response before. And my optometrist DOES have a VALID prescription, now what?\u0022 I wait the appropriate 24 hours between each inquiry on what to do.<br><br>At this point it is SEPTEMBER 10th. I receive the SAME EXACT RESPONSE from 3 different customer service reps saying that it\u2019s the law that they can\u2019t send out lenses without a valid prescription. I tell them I do have a valid prescription.<br><br>Then finally when I tell them I am contacting my credit company, 33 FULL DAYS LATER, it\u2019s the first time they respond to me in 24 hours. <br>Finally a person writes: \u201cWe are sorry for the miscommunication. YOU have to FAX the prescription to US.\u201d <br><br>So I have to go back to my optometrist, get my prescription, find a fax machine. And fax it to them. Today, SEPTEMBER 23, a FULL 13 DAYS LATER --- STILL NO RESPONSE.<br><br>So, I call them. I lead by asking, what do I do to get my contacts, please? Their answer: \u201cyour order is placed on hold because it\u2019s against the law for us to mail out contacts without a valid prescription.\u201d <br><br>I tell them, again, yes -- I understood this a month ago and I\u2019ve been following instructions. You should have a received a fax with my new prescription over a week ago. Why am I not contacted either way?\u201d <br><br>Without looking anything else up, her next response is: \u201cYou got the wrong prescription for the wrong contact lenses.\u201d I don\u2019t know what that means -- I ask her what this means and why I wasn\u2019t notified of this right away.<br><br>I get a rude response: \u201cWe told you your account was put on hold several times because your prescription had expired.\u201d<br><br>I respond: \u201cI know this. When I was first told this -- I went and got an exam and renewed my prescription. What kind of prescription do I need to get then. Please don\u2019t tell me my account is put on hold again. Tell me what to do. I am not getting an answer from you and it\u2019s been over a month waiting to get my contacts. What should I do, contact the Better Business Bureau?\u201d<br><br>Her answer: \u201cGo ahead, we broke no laws.\u201d<br><br>I hung up on her.<br><br>BOTTOM LINE:<br><br>For first time customers they will try to get your business by being nice and baiting and switching services. BUT BEWARE OF THIS COMPANY. <br><br>Even if they try to say this is just \u201cone case\u201d and usually all our customers are satisfied -- would you want to give business to a company that treats even one of their customers like this? And clearly, this isn\u2019t the case -- read other customer reviews.<br><br>For something as important as vision correction, use a company with customer service that will provide care for you. And not leave you on the curb soon as they have your money.","link":"http:\/\/www.resellerratings.com\/store\/Coastal_com\/comment\/500128#comment500128","store_thumb":"http:\/\/www.resellerratings.com\/store\/thumbnail\/Coastal_com.jpg","store_name":"Coastal.com","username":"ContactUser","rating":"1"}, "single");){kind=link}
![Share](javascript:share_rating({"review_body":"My order was cancelled without notification. I\u0027d like to know why and get refunded.","link":"http:\/\/www.resellerratings.com\/store\/Coastal_com\/comment\/1309761#comment1309761","store_thumb":"http:\/\/www.resellerratings.com\/store\/thumbnail\/Coastal_com.jpg","store_name":"Coastal.com","username":"ian8210","rating":"1"}, "single");){kind=link}
![Share](javascript:share_rating({"review_body":"So I paid my total amount due of $336.11 before the due date for my focus dailies. A couple of days later I saw an additional $10.08 charge on my credit card. The description was \u0022International Transaction Fee.\u0022 I was surprised because I thought this company operates in Blaine, WA! I contacted the company to see if they would give me a refund, if not i\u0027ll just call my credit card company and tell them that it was a fraudelent charge. <br>This is my first time ordering from Coastal Contacts and will be the last. I usually get my contacts from VisionDirect.com and NEVER had any problems at all. ","link":"http:\/\/www.resellerratings.com\/store\/Coastal_com\/comment\/388590#comment388590","store_thumb":"http:\/\/www.resellerratings.com\/store\/thumbnail\/Coastal_com.jpg","store_name":"Coastal.com","username":"lilcandygirl","rating":"1"}, "single");){kind=link}
![Share](javascript:share_rating({"review_body":"Never again, ordered on 3\/20\/2007. Prescription verified on 3\/21 but their reorder cost was higher than directly through their website. They claim to pricematch \u0022online merchant must be an established site as determined by Coastal Contacts\u0022 but would not pricematch their own lower price. They did not ship the same day or next as their website promised. Beware!<br><br>My first review is below, my how they have changed:<br><br>This will make my third or fourth order from Coastal Contacts.<br><br>So far so good, no problems whatsoever! Good prices, a lot less than the local optometrist or what Group Health wanted to charge me. I have not found a lower price online. They are using USPS Priority Mail to for their standard shipping. Since I live in the same State about 170 miles from where they ship from I get my contacts within one business day of shipment.<br><br>My son lives in Wisconsin and I recommended Coastal Contacts to him last year and he got his order in 3 days!<br><br>I ordered very early Sunday morning and got an order confirmation right away. I was not expecting a tracking number until Monday but Coastal emailed me the same day, Sunday, with it. Product shipped out on Monday and I should be getting it tomorrow. I am confident enough about Coastal that I am posting this review early.<br><br>Very satisfied and I definitely have become a repeat Coastal Customer. My experience with them has been comparable to other first rate online vendors such as www.mwave.com or www.newegg.com <br><br>Good job Coastal, keep up the good work and the low prices!!<br>","link":"http:\/\/www.resellerratings.com\/store\/Coastal_com\/comment\/104349#comment104349","store_thumb":"http:\/\/www.resellerratings.com\/store\/thumbnail\/Coastal_com.jpg","store_name":"Coastal.com","username":"mrflylow","rating":"1"}, "single");){kind=link}
"I tried to order contacts in September.... was advised that by law you must have a prescription. Paid $100 to get a prescription, went back to Coastal Contacts and ordered on October 18th and paid a rush delivery fee. By Oct 27th, I still had not received the contacts. I chatted with a service rep only to find out, one of the contacts was out of stock, so they claimed to have left me a voice message. And so sorry, we can't get them to you by Saturday. Now, days before our halloween party... nothing. Thanks so much!!"