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Company Rant: Coastal Contacts
This is ironic since I posted on the Knot a year ago telling you girls about the free glasses from Coastal Contacts...but DO NOT use them for contact lens orders. I was pleased with my free glasses and thought I would see how their service was for contacts.
In June, I ordered two 90 day supply boxes of my 1 day contacts was told they would arrive about four business days later. Four days came and went and I emailed and was told they had just run out of my contacts and had to order them from the manufacturer and it would be extra days. They claimed I should have gotten an automated email with this info, which I did after my email to them. They were super-nice about it and the contacts arrived two days later via free overnight shipping, so I figured it was a fluke.
My supply was running low so I ordered again from Coastal as they were cheaper than my eye doctor even with overnight shipping. This was on 9/30. I was told they would arrive 10/4. 10/4 came and went and again no contacts, I emailed and got no response, called and was told they again "had just run out" of my contacts and had to order them, was again told I should have gotten an automated email about it, which I hadn't again. I was told they would arrive at their facility that night (10/5) and would ship then via overnight delivery, which I pointed out I had paid for, so I sure hoped so. The rep looked at my order, apologized and removed the shipping charge for my trouble. I was then asked for my email and was emailed by the rep, who was now assigned to me and would "ensure things went smoothly."
After the phone call, I receive the automated email about the contacts not being in stock and it stated my contacts will arrive at CC on 10/10 and to me on 10/11, completely contrary to what the rep just told me. So, I forward the email to her and ask her for an update, she assures me they will be shipped that night and that the email was wrong. 10/7 - still no contacts and my order was still showing as being assembled in the online system. Emailed the rep I had been assigned and she told me the contacts had arrived and they had "just missed the shipping cut-off" and would be sent that day, unfortunately it was Friday so even overnight shipping would have been Monday. Saturday delivery option obviously does not exist at Coastal Contacts.
10/10 still nothing. I get an email 10/11 saying that my order has shipped! I am elated because at this point I have been alternating the same two pair of contacts (I had more than two pair when I ordered but I only have two lense cases, so I couldn't save any more) for the last five days. I log on to Coastal's website and see that it has been shipped via Fedex Express Saver - which is three business days. FedEx estimates delivery as: Oct 14, 2011 by 4:30 PM. This is 11 business days from when I placed my order and 14 calendar days. Nine business days and twelve calendar days from when I was originally told my order would arrive.
I am about to call and rip them a new one but I wanted to post this little review here so it would hopefully come up in Google results. I feel like I will probably be copying and pasting this a few more places.
Long story short - get your free glasses and run. They have terrible customer service.
Re: Company Rant: Coastal Contacts
Bio
Michelle & Michael
Married - August '10
TTC - Since September 2011
Yes! Now I see why.
Ouch, sorry.
I just wanted to add that, while I LOVE my free glasses... DH had a terrible experience. He is near blind, so his prescription is super high. We paid $80 for their thinnest lenses and they look like pop bottles. The ones he has from his Dr. are half as thin.
So, word to the wise... if you have a strong prescription you may want to stick with your Dr.
Mine were the same way. I paid an upgrade for thinner lenses, so it was like $100. but that beat the $300 I usually pay the eye doctor, so I was happy.