"Excellent prices and easy shopping experience ! Also like the fact that the company donates !"
"always a pleasure to buy from..now, if you order Air Optix colors in Brilliant Blue be prepared for a lot of compliments..these are a really vivid blue "
"Navigation is not apparent or easy. Information is not easy to find. Clicking
” back” Knocks you out of order"
"They helped me get my contacts rush ordered because I was down to my last one! Great service!"
"Takes awhile to get through customs, but they were $100 cheaper and shipped exactly what I asked for. Every time I called they answered my questions and the contacts are the same I would have received in the us, just less expensive. And this was all during Black Friday! Order them 3 weeks before you need them. "
"This is my second time using them but did not have luck this time. I got a letter right after ordering and paying for contact lenses. This was around Oct. 24th and the letter said the lenses would not be in until possibly Nov. 6th. I don't know where VisionPros get their lenses for their stock but Acuvue does not have any back orders at all. "
"I ordered contacts over three weeks ago and I still do not have appropriate contacts!
When I placed my order I paid for 2-3 day shipping. Yet, I received my contacts about 10- 11 days later. Concerned on day 9/10, I called and was told I must've missed something in the fine print because they do not carry my contacts in stock, but they 2-3 day mail applies to when they receive them at their warehouse and then ship them out. I asked for a refund on the expedited shipping and was denied. The rep's attitude made it clear - he did not care about my satisfaction, but I didn't see the qualification statement in the fine print, so I let it go.
When the contacts finally arrived I was surprised when I opened the shipping box and the contacts were in two different types of packaging and by two different manufacturers. It seemed very unprofessional and it made me nervous, but because I was wearing old contacts, I just went with it hoping it'd be OK.
When I opened the right contact the first thing I noticed was that the contact did not have the normal bowl shape, but instead it flopped over as if it was a really old. I put it aside and opened the left eye contact. It too was oddly floppy, but I decided to pop it in my eye. When I got it in- I couldn't see and it was blurry. That's when I realized they sent me the negative vs the positive strength contacts, so I called again.
The next customer rep was nice, seemed efficient, and as if she cared. She filed a claim. She asked me to send her photos of the defective contacts and packaging, the unopened contacts, and she asked that I also email her a copy of my contact prescription. I've never been able to order contacts w/o submitting a prescription before, so I thought it was odd when I was never asked to submit one.
I received a follow up email 2 days later asking how many contacts "were used" and I wrote back that I opened one for each eye. A weird question given they had me photograph everything and send the photos, but I responded and said I'd be happy to send them all back. I asked when I could expect shipment. No answer.
I wrote again a couple days later explaining I really needed contacts and if it was going to be a while I'd like to just get a refund and order locally so I'd have them in 2 - 3 days. No answer.
I just sent another email, but it's been ten days since I filed the report and more than three weeks since the initial order, and I'm beyond frustrated. I will go to my local shop tomorrow and order contacts so I can have then in 2-3 days.
UPDATE- After waiting 11 days, three emails to follow up with no response and one phone call later, I'm told that they will not be replacing, refunding, or exchanging my contacts, but if I'd like to order more, the very unapologetic supervisor Oscar, would be happy to accommodate me and offer 15% off. I have never received such awful customer service!"
"Easy to navigate site. Recommended. "
"I have been ordering from this company for years and this is the first time I had a shipping issue from them. I placed an order on Friday 06/07 at around 4pm here (I'm in NY and it's EST time) so the order should've been with the company by 12nn. I paid for $20 expedited shipping to get my order by Monday, 06/10 so I can get it in time for use. Turns out, I just got the email that my order was just fulfilled today, 06/10 and won't be delivered until Thursday, 06/13. They placed my order under FedEx international Economy which takes 4-5 days to arrive. What's the point of paying expedited shipping then? I can say I am at fault for not ordering much much earlier but I just got my updated eye check up that Friday and figure I should get it ordered that same day. Customers, make sure you're aware of their shipping info! They don't operate on Weekends!!! Also, keep in mind when order a certain shipping option because they don't follow it as ordered!"
"I will NEVER order from this place again. The order I placed was totally accidental and a matter of "happy clicking" while reading about the prescription verification process. I immediately tried to call the number to cancel my order. Was pushed through to voicemail, left a message and then followed up with an email right away. My email is written exactly:
"Please cancel my order and return my funds to my account. Order #XXXXXX I was not aware that I would need my prescription verified and I am between doctors. I have placed another order elsewhere."
Their response was: "We always recommend to have a prescription when ordering; however, we don't require a copy of your prescription. Orders are processed with the information you entered. Please, advise us how to proceed."
My email back: "I have already placed an order elsewhere, so please cancel & refund. I may try again in the future with this info. Thanks!"
At this point, I have stated twice to cancel and refund my money as I read their cancellation policy and realized I needed to contact them quickly. They have done nothing but delay exactly what I requested in the first place but, at this point, I'm still considering purchasing from them in the future UNTIL I GET THIS EMAIL:
"We can cancel the order; however, there will be a 3% merchant fee as the order has been processed. Please, advise us how to proceed"
They want to charge me a 3% fee on an order that was placed accidentally DESPITE every effort made to contact them immediately. My order was NOT processed on my first contact with them and my first email was very clear on the fact that I want a refund and cancellation. This is an attempt to retain business and all it did was nail the coffin shut on ever ordering with them ever again. If they do not refund me my full amount my bank will be (and I am not one to file disputes, haven't done one in over 5 years!)
Meanwhile, the other place (SaveOnLens) I ordered from has already contacted me to verify my shipping address as they noticed a potential typo, notified me of a possible delay WITH solutions to ensure I receive my order in time, shipped my order AND personally thanked me for my business - all via phone. Save yourself the potential headache and order from SaveOnLens.
Still waiting to hear from you, VisionPros- but like the other reviews I've read, it sounds like your professionals at the runaround game.
I will gladly pay the extra amount for the support I received and will NEVER recommend this place to anyone. Almost had my business in the future but you just made me a lifelong customer for someone else! Bravo!"
"Terrible experience. Trying to get a response from VisionPros customer service team about an order that is late - to no avail. I’ve sent 3 emails and only received a response to the first one, giving me some line about “extra processing time.” This is not listed in their shipping fine print and I’m extremely frustrated because I planned a trip and now have to go without contacts. Also very unhappy with their customer service, nobody seems to care about backing up your shipping and handling policy which I’m quoting word for word. The last email I received from them said “your order will ship out no later than Feb. 18th” (which is Will be switching back to AC Lens, much more reliable.
—-
Feb. 7th - placed order
Feb. 16th - emailed VP to ask why order hasn’t shipped
Feb. 16th - VP replies saying they did not process my order until Feb. 11th and will ship it out no later than Feb. 18th
Feb. 16th - I reply telling them that my order should already be on the way based on their s&h promise
Feb. 20th (today) - no reply from VP and no shipping notification yet"
"I ordered on 1/31/19 and paid for overnight shipping... this was an order for 1 box of contacts for each eye. it is now 9:30pm on 2/12/19 and i am still without contacts. I have called daily since Wednesday of last week and I am told i should be getting them the next day each time. Today, i was told i will get them by 8pm tonight. I still have nothing.... i am beyond frustrated as they have already charged my card. I also paid for overnight shipping and since I know the contacts are in stock now (they initially told me they had to order them as they did not have them in stock - which I was not made aware of until way after my purchase but I let that one go).... i have requested a call back from a supervisor after holding for 20 mins only to find out there was no one available.... no call back. I have not even been offered a discount or some type of refund to my overnight shipping fee. Don't pay for extra shipping, its a scam and they are stealing your money. They create shipping labels so you think they are going to ship but don't send it out so they can recoup the additional money you paid the vendor for shipping. They print the label so yea, that is a crime. have an email from UPS saying a shipping label has been created yet I have no contacts. I guarantee I never get them. "
"I have been buying my contacts from VisionPros for years now. I love it. Never had an issue.
Thank you!"
"straight forward, user friedly"
"We always find good prices and the contacts we need. Wonderful!"