Complain about a product or service

LensMart

North Miami, FL

Dennis of Upton MA (7/9/02):
LENSMART.COM is a website that is designed to make purchasing contact lenses (particularly colored ones) very easy -- but LENSMART will not give refunds for returns of opened boxes no matter what the reason. I even followed their instructions-for-returns exactly, and I was told there was no way to get my money back on contact lenses that hurt my eyes.

The LENSMART rationale for their no-money-back policy is as follows: In "Terms and Conditions" of the LENSMART.COM website, they describe themselves as a "replacement" company -- by which they are trying to suggest that their alleged intent is only to serve those consumers who have previously worn that particular lens and even *that particular color.* According to the LENSMART.COM phone representatives: since people used to wearing the contacts shouldn't have a problem with replacements, then those buyers who think the new contacts are "uncomfortable" must not have worn them before and so didn't follow website instructions. So no money back.

LENSMART, of course, does not carefully check to ensure that the consumer has previously worn the contacts when the consumer purchases the contact lens. However, when the customer tries to return the contact lens, the consumer must show proof that he has that precise prescription, for that particular lens, from that particular company, and even for that particular color.

But it gets better: I had all the necessary documentation required for a return, the exact valid prescription right down to the color. They told me to fax it to them, and I complied. LENSMART representatives then called my optometrist to ensure that it was a valid prescription, and they found out that it was. Running out of options, the LENSMART representatives then tried to argue, through a confusion that was their own, that the valid prescription came after my order.

I sidestepped this issue by asking, "All right, if I can prove that this was a valid prescription from before the order date, can I get my money back then?" The answer was, "No." I was told that the odds of there being a defective lens are 1/1000 so the odds of finding two defective lenses were astronomical, but if I wanted, they would send a replacement for one of the lenses.

I should also note that I quoted the "return policy" that was sent with the lenses, which read as follows: "Unopened boxes of lenses or sterile glass vials can be returned within 30 days of receipt for a full refund excluding shipping and handling charges. Returns for opened products will only be considered if you have a valid prescription for the lenses, have been successfully wearing the lens, and feel that it is defective in some way."

The LENSMART representative said the "full refund" only applies to "unopened boxes" -- and that you do not get money back for opened products even with a "valid prescription for the lenses, etc." Apparently, according to LENSMART, the word "return" in the second sentence is not meant to imply that you can get a refund for opened boxes -- despite what is written in the first sentence.

The entire LENSMART experience has been very frustrating and defeating. All the jumping through hoops -- with the phone calls, the faxing, and the rude representatives -- was apparently meaningless. In the beginning of my ordeal, I was told by a representative that many first-time buyers of contacts have purchased lenses through them -- and then couldn't get a refund because they weren't "replacing" old contact lenses. It is my belief that LENSMART makes a considerable amount of money off of first-time buyers who use their website by mistake. Either way, it is now clear LENSMART won't give a refund for any reason. LENSMART.COM is designed to make purchasing contacts easy -- without ever having to give money back.