Worst company for ordering contact lenses. Awful customer service. It's been 7 weeks since placing the order and still haven't received the lenses. They refuse to refund/cancel order due to "system upgrade". Seems like a scam. Save your time and money and order from somewhere else.
Great help chat function helped me fix a mistake I made, even late into the evening.
I had a shipping address issue and was assisted by Claire, they where wonderful and fixed the issue extremely fast
I had a poor customer experience and still have not received my contact lenses. After a month of being told they were shipped weeks ago. There was no cancellation option, so I rang the agents and had an unprofessional experience connecting with them. Unhelpful, unprofessional, uncaring and overall poor company experience, I doubt I will ever see my money or lenses again.
Ordered a sunglasses but they instead sent me a clear glasses. Now I had to return it and pay for return fee. Put your money somewhere else. They don't review their orders before shipping them.
So I made the order on 11/3/2024. On 21/3/2024, they informed me that there is a backorder and it will be sent out on 1/4/2024. I checked back on 1/4/2024 and now I'm being told it is still in backorder with no end date in sight. 8/4/2024 I checked back again because there were no updates. I requested a cancellation. They informed me that they'll put through a request but I am yet to receive an update. I'll be posting an update later on.
I ordered mid February and had received no updates. I messaged the online chat a week into March to see what was happening. I was told that it was delayed due to them moving the Sydney Warehouse and it should arrive next week. I messaged the chat a week later to be told the system was down and they cannot do anything. The next day I still had not received or had any communication from the company so I emailed them on the 19th to get an update. When I received a reply it stated that my order was delayed as my order was ‘tied to a backorder with the manufacturer for your specific prescription’ and that they did not have an eta for when the lenses would come in. They emailed again I was told that the lenses were on backorder until May 7th. Due to the wait and actually having to be able to see, I asked them to be swapped for another brand or to cancel the order so I can purchase them elsewhere. (My prescription isn’t anything fancy just a standard type.) They stated they wouldn’t cancel or change the order as they had already submitted it to the fulfilment team and was requested from the manufacturer. My only option was to wait till the order arrived and return them, then have to wait for them to arrive back to the company and have 3-5 business days afterwards to refund my order. I found this unreasonable and that it was taking too long, but my main problem was that they did not make any updates. I had to reach out multiple times to get any update, and only to be told two different stories. The only option they gave me was to wait for them to arrive and to return them. I understand in delays but the lack of communication/updates was highly disappointing and them to be told to wait for them to arrive and to return them, then to wait for a refund days later. I will not be back as I found this all unprofessional with the two stories and the lack of options.
I ordered a pair of prescription glasses from Clearly.com.au back in Jan 2024. The order came but the quality was subpar that I decided to immediately return it for refund. I have mailed the order via AusPost using Clearly label and everything but it has been more than 3 months and I still I haven’t received my refund. I have contacted their customer service and I kept getting non sense email about allowing 5-10 business days for refund. I am beyond disappointed and will NOT recommend as I feel like the business is run like a scam.
Anne was lovely and helpful
They used to be good My prescription went up 30% since January (3 months ago). The postage had been taking longer and longer to fulfil, They have also outsourced their contact out to overseas.
Helpful service to cancel order after issue with correct lens type.
Thanks once again Clearly for the several pairs of well made prescription glasses I ordered. I love receiving the excellent promotional offers. This allows me to buy several pairs at an extremely great price. I also enjoy going through the easy process of picking the frames that will suit me, adding my prescription and then deciding which lenses I require. I always look forward to receiving them and seeing the finishing outcome. The lovely comments I have received wearing my new glasses puts a smile on my face, which makes my day. You're the best! I am 100% completely satisfied. I really appreciate the fast shipping and delivery! 👍
Very helpful service with prompt responses. I was very happy with my experience today!
I had trouble retrieving my receipt from my account. Customer Service Rep Anne P. was very helpful with sending me a copy very quickly and some other detail also.
Clair gave Quick response, and to the point problem solving ability.
Scam company now. Ordered glasses which were quite expensive in the end. Email confirmation showed an expected date. Waited an extra week and contacted the company. Was told they would ship in 2 days. Contacted them twice since then as 10 days have passed and they can’t tell me how long before they ship. Website states 5-10 days. It’s been 30. And they won’t do a refund as they’re “processing”. 24/3 - update - being in contact every 2 days and they still cannot tell me when I will receive my order. They’ve checked and prioritized and the latest is the glasses have to be remade due to an error. But no idea of when that will happen. If you ask for a refund, they threaten to cancel but not guarantee a refund.
It is a scam website - no product shipping over 3 months and no refund. Request cancellation and no refund process what so ever If I could give 0 star I would have. Just want to warn the other customer for this,
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Customer service team was so helpful! Thank you to Shiena for helping with my order! She was super efficient and helped me solve the issue in no time. Thanks again 🙂
Clear communication with one slight slip. No problem really.