Contactforlenses.com order issue - possible fraud

lez5075

Hi all,

I was wondering if someone is able to help. I placed an order on the 14th August 2013 for some contact lenses for myself from contactforlenses.com. Three weeks later I had still not received any lenses or any communication from the online retailer. I then decided to email them to get an update and they told me they could not advise me of when they will ship my lenses as it has been put on back order because they are having some difficulties ordering it from their supplier so they can’t advise me anything. To make matters worse they debited my account for the relevant amount. I found this practice totally unacceptable. 1. They didn’t even advise on their website that it was out of stock and 2. to debit the account of the money when they don’t even have the stock and don’t even know when they will get it and ship to me.

To make matters worse, they advised me two weeks ago that it would be shipped last week but I got no communication from them advising dispatch and when I chased them up this week they still told me they can’t advise me when they will get it in stock. When I contacted them on Friday, one of the messengers (who isn’t from Customer Services) but just takes messages and passes them on said I should get an email by the end of the day with an update – this never happened. Simply put they have been lying all through and whilst they may not have it in stock surely this isn’t right? When I asked for a refund they just replied they could not advise me of when they will ship my lenses as it has been put on back order because they are having some difficulties ordering it from their supplier. Simply a copy and paste job from them from my last email is all they did rather then answer my email. It looks like they just have one person working in customer services by the name of Sarah (and even then they don’t put their surname) – highly unprofessional.

I just wanted to check, am I entitled to a full refund? I wish to order the lenses from elsewhere as I have run out of stock. I paid via credit card. Problem is I think it will be a pain to get a refund from them because they don’t seem to listen. Would contacting the police help given that surely this is fraud they are committing? And even under the distance selling act they are breaking rules?

Many thanks.

frugal_mike

If they really are just out of stock then this isn't fraud, its a civil matter. The Distance Selling Regulations allow you to cancel orders made online for a full refund. This doesn't apply to goods that have been customised, but given the lenses aren't in stock they can't have performed any customisation yet.

How much did the lenses cost? If over £100 then your credit card provider is liable so you can make a Section 75 claim. If not you may be able to do a chargeback, so still contact the credit card supplier.

lez5075

Hi,

The lens were just over £100. If you buy contact lens and specify your lens prescriptions its still classed as customised lens? Presumably they would hold many different lens sizes? e.g. -2.50 left and right ?

shaun_from_Africa

The lens were just over £100.

Was this the price for one set of lenses or did you order more than one pair?

For Section 75 to apply, the price of each individual item must be over £100 so if you ordered 2 pairs at £50 per pair then S75 won't be of any use.
In this instance you would still be able to contact your card issuer and request a chargeback through them.

If you buy contact lens and specify your lens prescriptions its still classed as customised lens?

No. If you order from a list of available items then it is not a customised or personalised order for the purposes of the DSR's.

earthstorm

They seem a strange outfit

hidden whois details http://whois.domaintools.com/contactforlenses.com so you have no idea where they are actually based or where the domain is registered.
and their contact page only gives a Guernsey PO Box, so still no true business address