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35 reviews ![Facebook share](javascript:share_rating({"link":"http:\/\/www.resellerratings.com\/store\/ReplaceMyContacts","store_thumb":"http:\/\/www.resellerratings.com\/store\/thumbnail\/ReplaceMyContacts.jpg","store_name":"ReplaceMyContacts","store_rating":"5.00","total_reviews":"35"}, "store");)
reply posted Feb-20-2013 “On 1/21 your package shipped from our warehouse.
At this time we have not received your package back at our office. Because your shipping method is first class mail the USPS also has not provided any tracking information.
It is most common when shipping to an apartment for delays to occur. Many times they will be holding your package at a front desk, post office, ect.
Usually your post man would leave a note if this occurs however we have many customers that told us they did not.
The past two weeks we have received more calls than usual about package delay times. I am unsure if there is currently an issue with the USPS, due to snow, or the holidays.
If your package arrives back at our office you will be contacted right away. As a courtesy we will verify your address is correct and resend your package UPS Next Day. ReplaceMyContacts did send you lenses to hold you over for three months. At the end of three months your originally package will have arrived to you or back to ReplaceMyContacts as deliverable.
As a reminder Replacemycontacts.com does state “Customer assumes all responsibility for lost or damaged items shipped via First Class mail.”
This information can be found on your shipping page http://www.replacemycontacts.com/shippinginfo.aspx
And also in your check out screen when placing your order.”
reply posted Feb-20-2013 “Thank you for your review Joe. On Friday I emailed you a copy of a fax we received from your doctor’s office approving your contact lens prescription you have ordered with us.
2/7/2013 12:27:00 PM – Doctor was called and request a fax of verification to be sent to XXX-XXX-9629
2/7/2013 12:28:15 PM – A fax of verification was sent to XXX-XXX-9629
2/8/2013 1:33:00 PM – We called and left you a voicemail informing of the delay with your doctors
2/12/2013 11:26:00 AM - Doctor was called and request a fax of verification to be sent to XXX-XXX-9629
2/8/2013 11:18:15 AM – A fax of verification was sent to XXX-XXX-9629
2/12/2013 12:03:00 PM – Your order was approved via fax
2/12/2013 12:35:00 PM – Order sent to warehouse for processing.
We do apologize for any inconvenience this may have cause. Currently there are no notes in your account about us being contacted due to the incorrect.
We have tried to reach out to you by phone and email but have not heard a response. If you would like to speak with us please call 1-888-727-5367 we are open Monday-Friday 9-5EST.”
reply posted Jan-11-2013 “Thank you for your feedback.
Your contact lens order was received after our 3pm deadline Fri 10/26/2012 and processed the next business day 10/29. After 3 unsuccessful attempts contacting your eye care provider a message was left requesting your assistance reaching your provider.
We do apologize for the delay replying to your email. It is our policy to reply to each customer email on the same day.
Your contact lens prescription was able to be verified today and the order is shipping today as well.
ReplaceMyContacts has gone ahead and refunded your initial shipping charges and upgraded your shipping to UPS Saturday delivery.
Your business is appreciated and we strive to ensure a positive shopping experience for every customer.
Sincerely,
Customer Care Team
Supervisor
P: 888-727-5367
F: 888-727-5330”
reply posted Jan-09-2013 “Thank you for your feedback. Your contact lens order was placed Thu 11/29/2012 6:11 PM. Since it was after 5pm we then processed it on 11/30. Later that day
An email was sent notifying you there was an issue contact your doctor’s office using the phone number provided.
On 12/6 we received a call from your with two different doctors numbers to contact to verify your contact lens prescription. When calling your doctor’s office we were asked to fax a request form in order to verify the contact lens prescription. At Fri 12/7/2012 3:52 PM we received a fax back from your doctor’s office approving your contact lens order. Since this was after 3pm EST. The order was immediately sent to the manufacturer for processing on their following business day.
The lenses you are prescribed are Frequency 55 Toric XR. XR stands for extended range meaning these lenses are custom made to order with the manufacturer Coopervision. It is not possible for any sellers of contact lenses to have inventory of this brand. Although we are provided an estimated date of 2-3 business weeks for these custom lenses, the manufacturer may change this arrival date without notice. The extra delay can be due to the contact lenses possibly failing inspection or most likely due to the holiday season.
On 01/03 we placed a call for an update on the order. ReplaceMyContacts was told by Coopervision your order would be shipping that day or in the next two business days. At this point your shipping method was upgraded to UPS Next Day at no charge. As of 4pm today this order has been confirmed with a tracking number for delivery tomorrow.
I hope this offers you reassurance using our services in the future. Replacemycontacts realizes your time is valuable and we do appreciate your business as well as your patience in this situation.
Sincerely,
Sarah Kleintop
Customer Service Supervisor
ReplaceMyContacts.com”
reply posted Nov-21-2012 “Thanks for your feedback.
ReplaceMyContacts verifies each prescription before sending an order. As of February 4th 2004, a law called "The Fairness to Contact Lens Consumers" act went into effect. It states that "your eye doctor must release your prescription" to you on completion of your contact lens fitting, and that sellers of contact lenses must verify that you have a valid prescription in order to be able to ship your order. Your doctor’s office should only write a prescription once he has ordered you trial lenses, they have been worn 1-2 weeks, and a follow up exam has been performed. The contact lens prescription would be written at the time of your follow up appointment. Although a doctor may not have trial lenses in stock he can order them with the manufacturer free of charge. This is a way to make sure the fit, prescription, and material works well with your eye. Since contact lenses are considered a medical device with the FDA it is like we are selling medicine. This is not a ReplaceMyContacts policy but a federal law. Due to the fact that the FDA regulates contacts and they are deemed a medical device, we are unable to accept any opened products back for return or exchange. Once a package seal has been broken we are not permitted to re-sell that product or obtain any credit from the manufacturer. Unfortunately if a box or vial has been altered in any way such as labeling "L" or "R" it can not be sent back. We highly suggest requesting trials from your doctor’s office with your next visit before he writes your new prescription.
The rebate you submitted will be redeemed through the US Manufacturer and not Replacemycontacts. When submitting your rebate they only request one UPC to be sent of your four boxes. If the correct information has been submitted they will be sending a prepaid Visa card with your $40. Feel free to visit http://www.lensrebates.alcon.com/ to check your rebate status.”
reply posted Oct-19-2012 “Thank you for your feedback.
The contact lenses you have received are contact lenses from the US Manufacturer. Replacemycontats does not purchase contacts from outside of the US. To double check this information you can always call the manufacturer and read them your UPC number on your contact lens boxes. Our website has been in business since 2007 however our roots in the eye glass industry go back to 1984 as we currently operate 12 full service retail eyeglass locations and employ 16 optometrists in Pa. At this time we can only locate an email sent from you before the order was placed to make sure your lenses were in stock. We do apologize about any missed emails. Due to a national advertising campaign this week our phone volumes have been very high and we are sorry for any extra hold time. However according to our records the longest hold time yesterday was 8 minutes. We do realize your time is valuable and appreciate your patience.”
reply posted Oct-17-2012 “Thank you for your feedback. After reviewing your account I can confirm the following details. An order confirmation email was sent immediately at the same time the order was submitted; Sat 10/13/2012 11:05 AM. Your contact lens order was processed on Monday morning and sent to our warehouse for fulfillment. On Tue 10/16/2012 7:39 AM an email was sent confirming your order shipped the previous evening, this is the first business day after your order was placed. For your records we have forwarded these emails directly to your email address again.”
reply posted Oct-17-2012 “Thank you for your feedback. As a reminder it is required we verify a valid contact lens prescription for every order before we can send out the contact lenses. If you do not have a copy of what we are looking for we will contact your eye doctor to obtain this information. ReplaceMyContacts did try speaking with you by phone however the line was repeatedly disconnected. You are charged at the time your order is placed because we do not store your credit card number. When you returned our call on 09/20/2012 asking to cancel your order your entire purchase was refunded immediately. Depending on your credit card policy this refund may take a couple business days to reflect on your end. If you still do not see this refund on your end feel free to call or email us and we can provide your Transaction ID for you.”
reply posted Oct-17-2012 “Thank you for your review. Your order was placed on Fri 7/27/2012 1:06 PM. The same day we faxed your doctor’s office a request form to verify your contact lens prescription to the fax number you provided. The following business day 7/30 your order was approved and sent to our warehouse. All Freshlook Colorblend Toric contact lenses take 5-7 days to ship from our warehouse. You will find this delay wherever this brand is purchased inside of the US. You can also find this information in the Contact Lens Description “The following products are being discontinued by Ciba Vision effective July 1st, 2010. FreshLook ColorBlends Toric (axis 20, 70, 110, & 160 only), FreshLook Toric Handling Tint (axis 20, 70, 110, & 160 only). All Freshlook Colorblend Toric contact lenses take 5-7 days to ship from our warehouse.”. On 7/31 you were also contacted via email informing you of this delay as well. After speaking via chat with a customer service representative your order was cancelled and refunded in full on 8/1. Since this date we see you have reordered your lenses again. We would like to thank you again for your review and appreciate your business!”
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![Share](javascript:share_rating({"review_body":"Ordered biofinity torics. They supposedly confirmed my prescription with my eye doctor. Received the box today after a bit of a hassle with their reps saying "Oh we can't get ahold of the doctors office, left many messages". I called my doctors office and they said they had no messages nor heard from replacemycontacts. <br><br>I put on my left contact and it was completely blurry. They sent me 3.50, NOT -3.50. No refund or exchange since I opened the box. After being on hold on their line for over 20 minutes I decided to take my business elsewhere. <br><br>Obvious lie stating to me they left messages at my doctors office (they probably dialed the wrong number, not what I provided which was accurate), inefficient customer service, and an incredibly ridiculous mistake sending the wrong medical device leaving me wearing the same contact in both eyes. $50 down the drain for arrogant policy. <br>","link":"http:\/\/www.resellerratings.com\/store\/ReplaceMyContacts\/review\/2397215#comment2397215","store_thumb":"http:\/\/www.resellerratings.com\/store\/thumbnail\/ReplaceMyContacts.jpg","store_name":"ReplaceMyContacts","username":"joeblow333","rating":"2"}, "single");){kind=link}
![Share](javascript:share_rating({"review_body":"I accidentally order the wrong prescription for one eye. Costumer service was really helpful. I was able to exchange all unopened boxes for free, and they even sent me a sample box to replace the box I already opened in just two days! I was not expecting such great costumer service for such a low price.","link":"http:\/\/www.resellerratings.com\/store\/ReplaceMyContacts\/review\/2353573#comment2353573","store_thumb":"http:\/\/www.resellerratings.com\/store\/thumbnail\/ReplaceMyContacts.jpg","store_name":"ReplaceMyContacts","username":"saito","rating":"5"}, "single");){kind=link}
![Share](javascript:share_rating({"review_body":"Writing this review 1\/27\/13 subject to change based on the response of ReplaceMyContacts.<br><br>Order placed 1\/11\/13 (or 1\/15\/13 depending on which correspondence you go by), just got contacts yesterday, and the prescription is wrong. I am now without contact lenses and need to ship the new ones back and get a replacement, and really don't want to wait as long the 2nd time around. Never received a receipt which I will need for any rebate as well as my tax return. <br><br>I emailed customercare@replacemycontacts.com and also went to their website, but their website has been down for the last 48 hours, so I'm a little apprehensive. I will give a fair amount of time before initiating a complaint with my credit card company.","link":"http:\/\/www.resellerratings.com\/store\/ReplaceMyContacts\/review\/2326201#comment2326201","store_thumb":"http:\/\/www.resellerratings.com\/store\/thumbnail\/ReplaceMyContacts.jpg","store_name":"ReplaceMyContacts","username":"MarkDK","rating":"2"}, "single");){kind=link}
![Share](javascript:share_rating({"review_body":"I would like to say I am very please with replacemycontacts.com They are honest and trustworthy they say what they mean and deliver exceptional service. Customer service was very helpful as well when I called to ask some questions.I am very pleased with them and will order again. They have awesome prices which <br> I have ever seen online. Best value for your money you can\u0027t go wrong!","link":"http:\/\/www.resellerratings.com\/store\/ReplaceMyContacts\/review\/2265935#comment2265935","store_thumb":"http:\/\/www.resellerratings.com\/store\/thumbnail\/ReplaceMyContacts.jpg","store_name":"ReplaceMyContacts","username":"Cmaffia5","rating":"5"}, "single");){kind=link}
![Share](javascript:share_rating({"review_body":"*Updated 01\/14\/2013: Business went above and beyond to get my shipment corrected and shipped. Still a little upset and how my situation was handled, but I'm a satisfied customer that will return for future shopping barring any more set backs going forward. Thanks replacemycontacts!<br><br><br>Placed an order with replacemycontacts.com on 10\/26\/2012. I received a message from customer service a few days after saying that the phone number to my physician was a fax number. I confirmed that it was the right phone number; both verifying with the Pearle Vision website and calling the number. No contacts have been received nor a refund. I reached out to customercare@replacemycontacts.com on 01\/07\/2013 inquiring about my order and informed them that the phone number I provided on my initial order is accurate as well as requesting for my order to be shipped or provide a refund. It is now 01\/10\/2013, and I have not received any communication from replacemycontacts.com. I've started a Paypal dispute to flag their attention to either ship my order or provide me a refund. I am highly disappointed with the lack of customer service and turn around response. At the very least, they could have refunded my money if they could not get in contact with my eye physician.","link":"http:\/\/www.resellerratings.com\/store\/ReplaceMyContacts\/review\/2262863#comment2262863","store_thumb":"http:\/\/www.resellerratings.com\/store\/thumbnail\/ReplaceMyContacts.jpg","store_name":"ReplaceMyContacts","username":"1curageous.hmong","rating":"4"}, "single");){kind=link}
![Share](javascript:share_rating({"review_body":"Ordered my contacts 11\/29\/2012, its 1\/9\/2013 and I have not received them. Was told twice that they will be here Monday two weeks in a row. The first week one of the customer service guys even tried to convince me that it had been sent out but for some strange reason I just hadn\u0027t received them and that they have an extra pair of my severe astigatism custom contacts in stock and they will send those out asap. Ha! Called again today to get my money back after givng a 2 day grace period and now they tell me they will be here tomorrow! Sad to say I doubt it. UPDATE: Received my contacts yesterday, very satisfied with the quality and appreciative of the concern and apologies from the company as well as a partial discount due to the delay by the manufacturer, only advice is not to order around the holidays. I think I will be returning with my service!","link":"http:\/\/www.resellerratings.com\/store\/ReplaceMyContacts\/review\/2259175#comment2259175","store_thumb":"http:\/\/www.resellerratings.com\/store\/thumbnail\/ReplaceMyContacts.jpg","store_name":"ReplaceMyContacts","username":"bmichelle0625","rating":"3"}, "single");){kind=link}
![Share](javascript:share_rating({"review_body":"HONESTLY YOU\u2019RE WONDERFUL. I was concerned since I ordered these on line for the first time. My son\u2019s script is up in Feb and as soon as I get a new one for him will send thru to your company . This was a breeze thank you so much for making this a simple and easy process for your new customers. Customer service has been very helpful and polite with me on how to order my contact lenses online. I appreciate it! I must say that I am surprised (shocked, actually) to receive my order so quickly, and the correct one at that. <br>Kudos to your service. Makes me want to purchase from you again.<br>","link":"http:\/\/www.resellerratings.com\/store\/ReplaceMyContacts\/review\/2253291#comment2253291","store_thumb":"http:\/\/www.resellerratings.com\/store\/thumbnail\/ReplaceMyContacts.jpg","store_name":"ReplaceMyContacts","username":"HarleyQuin58","rating":"5"}, "single");){kind=link}
![Share](javascript:share_rating({"review_body":"Very disappointed with the customer service pertaining to my order. I placed an order for contacts and received them quick, which was great. My doctor didn\u0027t have samples of my prescription, so I wasn\u0027t able to try them before buying. I purchased a whole years worth of contacts. After wearing them for about 2 weeks I knew the prescription wasn\u0027t correct. I went back to my eye doctor and they changed my prescription. I contacted ReplaceMyContacts to see if they would work with me on returning the unused contacts and they were not willing to do anything because I had already cut the UPC code off for the rebate. <br><br>I am very disappointed with the customer service. There is absolutely no benefit to ordering from this company if they are not willing to do anything. I am better off paying extra and ordering through my eye doctor. I would have been happy with a $40 credit to order to correct prescription. Instead, i\u0027m going back to my eye doctor and will pay full price. Lesson learned. ","link":"http:\/\/www.resellerratings.com\/store\/ReplaceMyContacts\/review\/2081215#comment2081215","store_thumb":"http:\/\/www.resellerratings.com\/store\/thumbnail\/ReplaceMyContacts.jpg","store_name":"ReplaceMyContacts","username":"dkallen","rating":"1"}, "single");){kind=link}
![Share](javascript:share_rating({"review_body":"Edit: I have gotten in touch and am returning the un-opened boxes for a refund, thank you.<br><br>I purchased 4 boxes of Air Optix Toric, and upon receiving them double checked the prescription which was correct. Comparing the lenses I received from ReplaceMyContacts to those given to me by my optometrist have shown a vast difference! The purchased ones don\u0027t look anything like what they should, the scribe marks are fainter and the tint less strong. It performs noticeably worse, I don\u0027t know if it\u0027s a defect in manufacturing or if these are lenses not made for the US.","link":"http:\/\/www.resellerratings.com\/store\/ReplaceMyContacts\/review\/1980361#comment1980361","store_thumb":"http:\/\/www.resellerratings.com\/store\/thumbnail\/ReplaceMyContacts.jpg","store_name":"ReplaceMyContacts","username":"phutro","rating":"2"}, "single");){kind=link}
![Share](javascript:share_rating({"review_body":"I had previously written a bad review of this company, shortly after that review, I finally received emails and a phone call. It seems that the company is trying to make things right and I may have been hasty in my review, time will tell. It was the fact that I had received no confirmation of my order until after I left the poor review that had me scared. So I do up my rating for the fact that they did have concern about the issue.","link":"http:\/\/www.resellerratings.com\/store\/ReplaceMyContacts\/review\/1975567#comment1975567","store_thumb":"http:\/\/www.resellerratings.com\/store\/thumbnail\/ReplaceMyContacts.jpg","store_name":"ReplaceMyContacts","username":" Bewildered_69","rating":"3"}, "single");){kind=link}
![Share](javascript:share_rating({"review_body":"Ordered contacts before from them with no problem. Ordered my daughter\u0027s contacts on Sept. 12, money was debited on Sept. 13 from my account. Received email stating I sent in eyeglass rx and they needed contact Rx on Sept 13. Called AND emailed & told them I sent them same Rx that they had taken before for her contacts. Customer service rep was rude, said Rx was expired, even though date says expiration of December 10, 2012. Finally said they would put order through. Yesterday, on Sept. 20, I called and they still haven\u0027t shipped. Now they said they WOULD NOT until new Rx was received and that contact Rx\u0027s are only good for 1 year, even though they sent me an order in February which would mean the so called expired Rx didn\u0027t matter then. Called her doctor, where the office said \u0022no problem, come get a box here\u0022 and her appointment is next month. Called RMC and told them to cancel order and refund my money immediately. Still haven\u0027t received refund and it\u0027s not even pending in bank account. Customer service rep was extremely rude. Took forever on hold to get someone to talk to. Never, ever again will I order from them, no matter the price!!! ","link":"http:\/\/www.resellerratings.com\/store\/ReplaceMyContacts\/review\/1898201#comment1898201","store_thumb":"http:\/\/www.resellerratings.com\/store\/thumbnail\/ReplaceMyContacts.jpg","store_name":"ReplaceMyContacts","username":"IslandGirlSavannah","rating":"1"}, "single");){kind=link}
![Share](javascript:share_rating({"review_body":"This was my first and last time I order from here. It took them 2 business days for me to find out my RX could not be verified. Then I was told I would get them in 6 to 7 business days. 5 business days after I put my order in I get an email that I would have to wait another 6 to 7 business day for them to get my contacts in and then 5 more business day for me to get them. I waited on the phone for more the an hour to talk to someone and my call was never answered. The company is a joke\u2026.I made a BIG mistake recommending people to this place. I would in costumer services and I see and speck to a lot of people. I will make sure to spread the word about this horrible experience. ","link":"http:\/\/www.resellerratings.com\/store\/ReplaceMyContacts\/review\/1760980#comment1760980","store_thumb":"http:\/\/www.resellerratings.com\/store\/thumbnail\/ReplaceMyContacts.jpg","store_name":"ReplaceMyContacts","username":"carolnmartinez","rating":"1"}, "single");){kind=link}
![Share](javascript:share_rating({"review_body":"I have had nothing but POSITIVE experiences here. They have gone to great lengths to satisfy my needs and the Customer Service has been excellent. Their prices are very competitive and much better than buying from the optometrist office. I been a satisfied for over two years now!","link":"http:\/\/www.resellerratings.com\/store\/ReplaceMyContacts\/review\/1665036#comment1665036","store_thumb":"http:\/\/www.resellerratings.com\/store\/thumbnail\/ReplaceMyContacts.jpg","store_name":"ReplaceMyContacts","username":"MoreThanSatisfied","rating":"5"}, "single");){kind=link}
![Share](javascript:share_rating({"review_body":"I had a problem with 2 different contact lenses being painful to my eye right out of the box. I called expecting there to be a hassle to replace them, but the lady I talked to was very friendly and when I explained the problem said she would send out replacements right away. This is the best customer service I have received from any company in a long time.","link":"http:\/\/www.resellerratings.com\/store\/ReplaceMyContacts\/review\/1363711#comment1363711","store_thumb":"http:\/\/www.resellerratings.com\/store\/thumbnail\/ReplaceMyContacts.jpg","store_name":"ReplaceMyContacts","username":"busymomof2boys","rating":"5"}, "single");){kind=link}
"I ordered my contact lenses and was sent an e-mail stated that they had been sent on 01/21/2013 first class 5-7 bussiness days but with no tracking. After e-mailing several times that I had not received my contacts, I called and was told that they were not responcible for delivery. I was informed that I would just have to wait, but that they would send by UPS a six week replacement.That was over a week ago and I have not received either. I have reported the missing package to USPS. They have basically stolen my money!"