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We only sell original products and contact lenses supplied directly by authorised manufacturers. The products we offer are exactly the same as those sold by familiar opticians and high street retailers. Because we are active in 25 European countries and have such a large customer base, we are able to acquire our products from producers at lower prices. We operate exclusively online, which drastically reduces our overhead operating costs. Therefore, every discount that we receive from our manufacturers and every cost that we are able to save translates directly into low prices for our customers. In short, we are able to offer you the same high-quality products that you are accustomed to but at much lower prices.
Office 105, 15–17 Caledonian Road, N1 9DX, London, United Kingdom
2.8
6 reviews
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First of all the price for the product was amazing. 1 day acuvue lenses for astigmatism, usually very pricey! Got 3 months worth! Ordered on 22nd items arrived 23rd no problems exactly what I ordered! Will definitely order with them again!
I placed an order and received an email from their couriers (YODEL) the very next day to say that they would be delivered the following Tuesday, but it's now over a week later and still no lenses! I emailed customer services (Not open Saturdays???) several times to ask where my order was and also to advise them that I wasn't able to 'track' the parcel, I was assured the parcel was "with the courier". Several days later, again still no lenses, I asked for a full refund as I had to order lenses through another retailer. I was told that I had to "wait for the parcel and return it once I had received it" only then would I receive a refund? - that's the problem - I HAVE been waiting and HAVEN'T received it! So they have taken my money, refusing to refund and I have not received my order. If I had known they used YODEL, I would not have bothered. I eventually ordered lenses through 'Vision Direct' and they were delivered within 24 hours.
Reply from Lenses Contact
We’re very sorry for the delay with your parcel. The most current tracking information indicates the driver was unable to access the delivery address premises, but delivery is still imminent. Unfortunately we are unable to refund or cancel an order while it is in transit. This is only possible when we have confirmation from our delivery partners that the parcel is indeed lost, which is not the case in this instance. In this case, we have already refunded the delivery costs, and at such a time as the parcel is classified as lost or missing, we will gladly and expediently refund the total purchase price. We sincerely apologise that we were not able to assist you over the weekend, however our customer service team is always here to assist Monday through Friday from 8am to 4pm.
I bought coloured contact lenses, but it was disaster! It was painful from the first moment! I tough "maybe it needs few minutes", so I left them on my eyes for half an hour. I just couldn't do it longer, that's my eyes! Instead of protecting them I was going to damaged them. My vision was blurry, all the time painful! I contact them(ALENSA aka lenses-contact.co.uk) and send them back the lenses, so they can check if there is any problem(of course it was a problem for me!) They told me it will take more than two months, so I just have to wait. As I did, but after the 3rd month without any information from them I contacted them again. There was no answer and that's the 11th month since I send them back the lenses!!! And because I did't paid with paypal, I was just screwed. I started using a contact lenses in March 2004. For that time I tried many brands, but that's the only one that make me feel so bad and uncomfortable!!!
I would never recommend them to anyone!!!
Antonia
Reply from Lenses Contact
Hello Antonia
Thank you for your review. After searching your name and the approximate dates you referred to in your comment, we were finally able to connect you to an unmarked order we received returned to us this summer. At the time of receipt of this parcel with no order information or name, we were unable to investigate the parcel further, so without any information or communication from you, we could not proceed with diagnostic testing or refund for you. We do thank you for reaching out to us, and your amount paid has been refunded to your PayPal account. We encourage our customers to include their order number, original invoice, or at least a name in the case of any returns. When these procedures are followed, we can easily and efficiently process your request. Please refer to our terms and conditions if you have any further questions, and let us know if we can assist you in the future. https://www.lenses-contact.co.uk/information/terms-and-conditions.html
Many Thanks,
Alensa
If I could rate this company with no star, I would. I suffered from bad infection after wearing my first pair of contact lenses from them for just 4 hours. I phoned them up on 14th of June to complain and to ask how I could get a refund because clearly their product was faulty. The staff (Elizabeth) assured me that as long as I posted all the unused lenses and the used ones back, I would get a full refund. After 10 days, I heard nothing so I sent an email to them and received a reply saying they will check it and reply. They didn't. I emailed again and got a reply saying their staff is on holiday!? Since then, they have removed their telephone service and will not answer my emails. I would like to warn anybody who is thinking of ordering from this company - DON'T.
Reply from Lenses Contact
Dear Hai Ying, we sincerely apologize for the delay in confirming your return, due to summer holidays. Your refund has been processed, and we are in contact with the manufacturer of your lenses to investigate the cause of your discomfort.
After my review on 14th June - my order placed on 19th May I STILL HAVE NO LENSES. The parcel was sent across Europe with nothing more than a postcode on it - nothing was delivered, no delivery slip to enable me to collect from the depot. So the tracker was a big lie saying t6hat a delivery attempt had taken place when clearly it hadnt.
Numerous attempts at contacting customer (dis)service have proved futile.
I have asked for a refund twice and nothing has been updated, no communication whatsoever. PLEASE REFUND MY PURCHASE - Your dealercode: DCXV49Y1RPL3
NEVER USE THESE COWBOYS.
Reply from Lenses Contact
Dear Rachael, we're very sorry for this inconvenience. We are working with the delivery company this morning to correct the error and arrange redelivery as soon as possible. We appreciate the feedback, and we are always working to improve our service.
I've never felt compelled to write an online review but due to the hideous service or should i say non existent service i've received from this site, i felt it was my duty to warn others... DO NOT USE THEM!! They don't answer emails or calls and i actually don't think they are a real site.
I'm just disputing payment with my bank.
PLEASE BEWARE!
Reply from Lenses Contact
We are sorry you had this experience. Our customer service is always available Monday-Friday from 8-5pm, and we're always happy to answer questions and resolve problems. If you will contact us directly to describe the actual issue, perhaps we can help to resolve it. Best, Lenses-contact.co.uk
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