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"Processing fees" are bull$#*!. I normally wouldn't buy when I see those, but I just don't have the time to search right now.
I had just had a really bad experience with a different online contact lens retailer. That fiasco caused me to cancel my order and that set me back about 10 days. I was running really low on my Dailies and ordered 8 boxes from Contact Lens King on Sunday. I then contacted them via web chat on Monday morning to get an expected delivery date. I was advised "They need to be ordered from the manufacturer. That takes 1-2 business days to receive. We ship the same day we get them in." Fair enough. On Wednesday I received the shipment notification via email. Today, Friday morning they were delivered (I should note that I paid for 2nd day delivery). The order is correct. Expiration date on all boxes is sometime in 2024. There were no surprises. I got what I ordered, received honest and helpful customer service and the product was delivered promptly as promised. And I got this all at a very attractive price.
I don't normally write positive reviews like this when I get this kind of service because that is what I expect. But I think it is only fair since I slammed the other Lens retailer for their shoddy performance. You can read that review here too. Thankfully my Contact Lens King experience was a sharp contrast to that one. Contactlensking.com will be the first store I check when I need more contacts.
Three months + 1 day after placing the order it arrived. When I looked at the envelope I couldn't believe they could fit 2 shirts in there. But after I opened it I understood why. The material was so cheap and thin on one of the shirts that I could have folded it up and put in in my back pocket without much of a problem. My wife laughed and said that we were going to use it as a Christmas "white elephant" gift. Check out the photo. That is an XL shirt my friends. The other one I might be able to wear a time or 2.
Thus ends my relationship with New Chic.
Hi Jeff D., we're sorry to hear this. Item material info is available right from product page.The size range of different products varies, as well as the size letter due to different regions and manufacturers. And basically in the size chart on the product details page, you will be able to find a suitable size (based on your own measurement).
We would like to escalate your case to our senior customer service agent and find you the best solution after confirming the issue.
We have sent you a private message here on sitejabber but still get no reply.
Please kindly come back to us. You could also tell more details including the order number by sending E-mail to cservice@newchic.com, with typical response time 24 hours. Or from the Messenger. We'll be more than happy to help!
I was able to get through on the live chat today. I was again assured that the order was on its way. I was told to contact my local post office and see if I can locate the shipment. I informed the agent that I would not be commencing a search for my package and that if they are unable to deliver it I would be happy with a full refund. I was then offered a 10% coupon on my next order. Seriously? Eventually the agent came back with tracking info and sent me a link to a tracking site. It is in simplified Chinese and is not navigable. I have to click through some prompts with no choice of anything but "next". Eventually I land on a page that says "Move your mouse here to check the detailed general explanation of the package status". But that is just text displayed over a grayed out web page. There is nowhere to move your mouse to check anything. And that is the end of the line.
I am able to search the tracking number with Google and it suggests China Post. Clicking on that and reentering the tracking number does indeed bring up tracking for my package. The last entry is still "5/17/2020 - Handed over to airlines, Shenzhen." But in the IM window the agent posted one additional entry that I do not see on the tracking site: "2020-07-19 21:42 Chicago, arrive at the site." "So its not so far going yo arrive soon please so not worry". Did they just make that up to put me off for a while longer? I told the agent that I would agree to wait one more week and then I expect a full refund because I have no faith that the order will ever be delivered. It is two days shy of 3 full months since I placed the order.
Hi Jeff D., we're sorry to hear this! Please be informed that orders will be delivered as per the delivery estimates provided which depend on multiple criteria. We have tried to contact you via priavte message here on sitejabber, but was unsuccessful as we received no reply. For any further assistance of any follow-up regarding your order, just chat with us in private from Messenger or use this link: https://secure.livechatinc.com/licence/10095588/v2/open_chat.cgi?groups=2 Thanks so much!
So the drop dead delivery date has come and gone. There has been no delivery, and tracking status still displays the last action as "Handed over to Airlines.- Shenzen - 5/17/2020"
Hi, Jeff D. Sorry to know about the unpleasant experience you've had with your recent orders. In case of some unexpected circumstances during the international transportation, it might get the delivery delayed, as well as the the tracking update by the shipping carrier.
We'd like to take a closer look at this and assist you accordingly.
We have sent you a private message here on sitejabber and trying our best to help.
Kindly share your details including the order number from this link https://secure.livechatinc.com/licence/10095588/v2/open_chat.cgi?groups=2 You can also find us on Messenger. Hope to hear from you soon!
So the link the PR rep gave below leads to a site where I can leave a message for customer service. It promises to get back to me within 24 hours. HOWEVER - I already did this on June 29. It is now July 6 and I have received no response.
So I clicked on the live chat link on their web site again today. It actually responded with a chat window and put me in a queue - "You are number 5 in the queue. Your wait time will be approximately 5 minute(s). Thank you for your patience". To my surprise within 10 minutes I had "Sonya" helping me with my order! (S)he patiently explained to me that "you have selected Newchic Standard Shipping shipping method while placing an order which takes 10-45 business days for the order to get delivered". I responded with "I placed the order on 2020-04-22. It is long past the 45 day delivery time. Even if you are counting 45 days from the day it shipped we are past 45 days". Poor ignorant me. "Please note that the delivery time is counted from the shipping date which is 2020-05-14, also the business days do not include Saturdays, Sundays and public holidays". She assures me that everything is fine with my order and it is expected to be delivered within a week. Note that it has been 73 days since I placed the order. But since I now know that weekends and holidays (US holidays?) don't count I know that it has only been 53 business days since I placed the order. And since they really don't start the clock until they get around to shipping your order it has only been 37 business days. It will not be 45 business days until 7/15. We will see. But even if they really do deliver by that date, note that it is 84 days since the order was placed.
Hi, Jeff D., we're sorry to hear this. We would like to escalate your case to our senior customer service agent. On occasion we experience delays due to the logistics restriction and international transportation, we usually have a buffer period for orders that are taking longer than normal, and we find most packages arrive during this buffer period. We will also conduct a review of the relevant parties involved in this case. For any further assistance, just chat with us in private from Messenger or use this link: https://secure.livechatinc.com/licence/10095588/v2/open_chat.cgi?groups=2 This link also works.
https://www.newchic.com/Contact-Us-hc10.html Thanks so much!
If you are considering placing an order with this company, let me suggest that you click on the "live chat" link on their website first. I clicked on it over 2 hours ago and it is still spinning. And pay attention to the fact that no customer service phone number is available. Because there is no customer service. Once they get your money that transaction is complete.
Why did I click on the live chat link? I placed an order on April 22. It is now June 28 and my order has not been delivered and I have not heard a thing from this company. The tracking number they give me is a China Post number. The last status is "Handed over to airlines - Shenzhen - 5/17/2020. That plane must have gone down. Given all the other glowing reviews on this site I think we may need to get a class action lawsuit going. I don't hold out a lot of hope for getting my money back, but maybe we can prevent them from ripping off someone else.
Hi Jeff D., we do get your disappointment. It is normal that the logistic company does not update the exact information on regular basis. Usually the package will be delivered on time based on the shipping method from the shipping date, except some unavoidable situations during the international transportation. Or drop us the order number using this link https://secure.livechatinc.com/licence/10095588/v2/open_chat.cgi?groups=2 or at Messenger. Here is the phone number to our customer service.
Phone: +13236173816
Office time: Mon. - Sat.
UTC- 6 1:00 AM - 6:00 PM
UTC+1 8:00 AM - (next day) 01:00 AM
UTC+8 3:00 PM - (next day) 8:00 AM
We will be happy to help!
They had a great price on my Dailies, < $30 a box. I ordered 8 of them and when I got to the final page the other shoe dropped - $100+ "handling fee". Ok, I was pretty much expecting this. Even after that it was still a fairly low price so I placed the order. The confirmation email gave an estimated arrival time of 9 - 13 days out. After 9 days the order status still said "in fulfillment". I contacted them via their online chat facility. I was told they were out of stock and that it would be 4 weeks from the time of my order before they would ship. I cancelled my order. I am going to be without contacts pretty soon. It sure would have been nice to know that these were on backorder so I wouldn't have wasted 9 days.
As to the response from Lens.com below... I rechecked my order and the processing fee was indeed $38.81. My apologies for misstating that. However, I stand by my review. The concept of a "processing fee" is on its own a deceptive pricing tactic. And I don't know this from personal experience, but from reading other glowing Lens.com reviews I understand that fee is not returned in the event a customer has a problem and requests a refund.
After cancelling my order I placed the same order with a competitor on Sunday evening 1/26. Since I am running low on lenses I contacted them via their web chat facilities on Monday morning 1/27 and inquired as to the expected delivery date. I was informed "They need to be ordered from the manufacturer. That takes 1-2 business days to receive. We ship the same day we get them in." On 1/29 I received shipment notification with an expected delivery date of 1/31. How is it that it takes Lens.com a stated 4 weeks to fulfill an out-of-stock order when this company can acquire and deliver out-of-stock product within 5 days? And I say a "stated 4 weeks" because again from reading other reviews I see that slipping delivery schedules are common.
I saw the Lens.com call come in. I didn't answer because it came from an 800 number which is almost always spam. After listening to the voice mail I debated returning the call. Not because I had a renewed interest in doing business with Lens.com, I was just morbidly curious as to why they would bother to call an individual unsatisfied customer. Read your reviews! They are all unsatisfied! Oh sure, I see an occasional positive review but those are so 180 degrees from most reviews I can only surmise that they are posted by Lens.com or agents of the company. This outfit has obvious systemic problems that can't be remedied by addressing each unsatisfied customer individually. Slow delivery, exorbitant "processing fees", unfulfilled rebates, etc. The goal should be to satisfy your customer in the first place, not to call and assuage them after you p1ss them off.
Jeff,
When looking into your account we show you placed an order for 8 boxes however, the processing fee was $38.81 and the shipping was $7.95. These lenses are taking a little longer for us to receive these in. We are working really hard to build our inventory with these lenses in hopes that the next time you place the order, there is no wait. Per your request we have cancelled this order. Sadly, when trying to reach you via phone, we were unsuccessful. If you have any questions or concerns, please give us a call at 1-800-536-7266 and we would be happy to help! We appreciate your business and look forward to doing more with you in the future.
Thank you,
Hannah, Supervisor at Lens.com
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Price is low but be advised they do not stand behind delivery. When my latest order didn't...
Website is a little clunky Paid for 2 day shipping… received package after 9 days… ridiculous!...
HI Jeff. Thank you for ordering with Contact Lens King. Recently, we’ve noticed that our competitors have introduced and implemented this tool, used as a means of allowing their upfront display prices on various online advertising channels to appear more competitive. As we know, when a company advertises a lower price, there is increased traffic to their website. Upon the realization that this strategy was being used, we at Contact Lens King stood firmly against applying such a practice. However, in spite of the fact that we offer the lowest bottom line prices, we experienced a decrease in traffic and total orders. Through re-evaluation, and despite our discomfort, we have made the tough decision to adopt the practice as well. Contact Lens King is firmly committed to offering the lowest bottom line prices online, and we want our customers to rest assured that through us, you will always see significant savings in your pocketbook - even with the fee. We totally understand that this additional fee can be frustrating, or even infuriating, but we invite you to compare our bottom line prices with our competitors’. We promise we won’t disappoint you!