Contact Lens Club
Claimed Business
|1.1|12 Reviews (last 12 months)|This business does not respond to reviews
Contact Lens Club
Claimed Business
|1.1
12 Reviews (last 12 months)
Does not respond to reviews
AI Review Summary
Based on recent customer reviews, Contact Lens Club is facing serious dissatisfaction around order fulfilment and contactability. Customers describe paying upfront for lenses and waiting eight to ten weeks with no dispatch updates, unanswered emails and phone lines that ring out or drop mid call. Refunds are reported as promised but not received, and the subscription offering is felt to be a lay-by with unclear cancellation fees. Some praise an initially helpful consultant or acceptable first delivery, but wrong prescriptions and price match disputes dominate feedback.
Performance(last 12 months):
Trustindex Rating
2NPS Score
-100Unlikely
TrustIndex
2
NPS Score
-100
Recommended: Unlikely
Review Distribution
1.1|12 Reviews
Oct '25 - Sep '26
Recent reviews (12)
Used this business recently? Share your experience to help others decide.
Used this business recently? Share your experience to help others decide.
Share Your ExperienceAB
Ash B
1 reviews | Active since Dec 2016
1 Jul 2026, 12:15
Worst service of all time & can’t wait to cut all ties with them
Don’t bother, worst customer service. Things were going well until my card expired on 01 March, the payment didn’t go through but on 02 March I updated my new card & called them to ask if the payment will go through on its own or if they can do it while I’m on the line. They told me they will authorize it to go off while I was on the line. After that I didn’t think much of anything as it’s a subscription & that’s the point really. In June for some reason I thought about it & didn’t remember my subscription fee going off, I logged on to check and to my surprise my subscription has been paused since March (after my payment went through) and therefore not a single subscription payment for the last 4 months had gone through. I emailed to find out why and they said that when a payment fails it’s an automatic pause, that’s fair enough but it makes no sense that it would continue to pause AFTER my payment went through. They then decided to resume my subscription without informing me or asking my consent, at this point it makes zero sense to continue a subscription if I need lenses in the next month. I asked them where in my emails did I ask for my subscription to resume when all I was asking for were answers as to why it would be paused. Today my subscription fee went off, I don’t want to continue and I believe it should remain paused as they initially decided for me. I tried calling today to query this their phone lines don’t work, upon calling we get an automated message saying they are available from Monday to Friday from 8am - 5pm…I’m calling at 11am. At first I just wanted all of this to stay paused until I get new lenses elsewhere and continue when I’m ready but now I want absolutely nothing to do with them.
Helpful (0)
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Ash B
1 reviews | Active since Dec 2016
1 Jul 2026, 12:15
Worst service of all time & can’t wait to cut all ties with them
Don’t bother, worst customer service. Things were going well until my card expired on 01 March, the payment didn’t go through but on 02 March I updated my new card & called them to ask if the payment will go through on its own or if they can do it while I’m on the line. They told me they will authorize it to go off while I was on the line. After that I didn’t think much of anything as it’s a subscription & that’s the point really. In June for some reason I thought about it & didn’t remember my subscription fee going off, I logged on to check and to my surprise my subscription has been paused since March (after my payment went through) and therefore not a single subscription payment for the last 4 months had gone through. I emailed to find out why and they said that when a payment fails it’s an automatic pause, that’s fair enough but it makes no sense that it would continue to pause AFTER my payment went through. They then decided to resume my subscription without informing me or asking my consent, at this point it makes zero sense to continue a subscription if I need lenses in the next month. I asked them where in my emails did I ask for my subscription to resume when all I was asking for were answers as to why it would be paused. Today my subscription fee went off, I don’t want to continue and I believe it should remain paused as they initially decided for me. I tried calling today to query this their phone lines don’t work, upon calling we get an automated message saying they are available from Monday to Friday from 8am - 5pm…I’m calling at 11am. At first I just wanted all of this to stay paused until I get new lenses elsewhere and continue when I’m ready but now I want absolutely nothing to do with them.
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Replies (0)GR
Gabriel R
1 reviews | Active since Jul 2011
15 May 2026, 18:55
Price Match Promise lies/False advertising
Contact Lens Club were contacted regarding a quote obtained for contact lenses that were cheaper than their website. They came back to say that they needed the online store website, but the optometrist's quote was from the store directly. They said that their T&Cs state that it needs to be an online store, yet nowhere on their website or in theirs T&Cs on the website does it state that fact. They were asked via email for a copy of their T&Cs and the link to their website where that term/provision could be found. All they came back to say is that "Kindly note that we cannot price match with a store that does not have an online platform for purchases. We do apologize for the inconvenience.". Completely dishonest company and false advertising. You cannot say their are T&Cs when they aren't even listed on your website.
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Gabriel R
1 reviews | Active since Jul 2011
15 May 2026, 18:55
Price Match Promise lies/False advertising
Contact Lens Club were contacted regarding a quote obtained for contact lenses that were cheaper than their website. They came back to say that they needed the online store website, but the optometrist's quote was from the store directly. They said that their T&Cs state that it needs to be an online store, yet nowhere on their website or in theirs T&Cs on the website does it state that fact. They were asked via email for a copy of their T&Cs and the link to their website where that term/provision could be found. All they came back to say is that "Kindly note that we cannot price match with a store that does not have an online platform for purchases. We do apologize for the inconvenience.". Completely dishonest company and false advertising. You cannot say their are T&Cs when they aren't even listed on your website.
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Replies (0)MC
Marilize C
1 reviews | Active since May 2026
14 May 2026, 08:45
Pay back my mpney Contact lens Club
Stay clear of the Contact lens club Good day, I ordered contact lenses from this company after paying them and receving a order number. They requested a scrip which I uploaded, but was not acceptable to them. I cancelleed the transaction and asked back my money back. It is 14 May 2026 and I have not received the money back in my account and according to them the refunded date was 29 April 20296. I tried to reach out to them via their online live chat platform and email and nothing is helping to get my money back. I will advice everybody to stay clear from them. Rather pay the extra money at another vendor.
Helpful (0)
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Marilize C
1 reviews | Active since May 2026
14 May 2026, 08:45
Pay back my mpney Contact lens Club
Stay clear of the Contact lens club Good day, I ordered contact lenses from this company after paying them and receving a order number. They requested a scrip which I uploaded, but was not acceptable to them. I cancelleed the transaction and asked back my money back. It is 14 May 2026 and I have not received the money back in my account and according to them the refunded date was 29 April 20296. I tried to reach out to them via their online live chat platform and email and nothing is helping to get my money back. I will advice everybody to stay clear from them. Rather pay the extra money at another vendor.
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Replies (0)MB
Muhammad B
1 reviews | Active since Jan 2022
31 Mar 2026, 11:54
Complaint Regarding Poor Service
I am extremely disappointed with the level of service I have received. The experience has been very frustrating — calls are being disconnected, and it feels as though my attempts to get assistance are being ignored. This is completely unacceptable. Based on this experience, I would not recommend Contact Lens Club to anyone. I expected a far higher standard of customer service, I spoke to a Lady by the name of Allison that cut the call on me mid conversation. I would appreciate it if this matter could be addressed urgently. Kind regards, Muhammad
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Muhammad B
1 reviews | Active since Jan 2022
31 Mar 2026, 11:54
Complaint Regarding Poor Service
I am extremely disappointed with the level of service I have received. The experience has been very frustrating — calls are being disconnected, and it feels as though my attempts to get assistance are being ignored. This is completely unacceptable. Based on this experience, I would not recommend Contact Lens Club to anyone. I expected a far higher standard of customer service, I spoke to a Lady by the name of Allison that cut the call on me mid conversation. I would appreciate it if this matter could be addressed urgently. Kind regards, Muhammad
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Replies (0)ZA
Zee A
1 reviews | Active since Jul 2021
3 Feb 2026, 13:32
Misleading ‘Subscription’ Service Operating as a Lay-By with no Difficult Cancellation Process
Terrible experience with Contact Lens Club, specifically regarding their misleading “subscription” service, resolution and cancellation process. Timeline of Events: December: I placed an order for contact lenses through what is marketed as a subscription service. Based on common industry practice, I reasonably expected this to be a recurring purchase model. After placing the order, a consultant informed me that this “subscription” is actually a lay-by system, which was not clearly disclosed upfront. During this interaction, I requested that the subscription be cancelled. I was informed that cancellation would incur a 10% cancellation fee. Despite requesting cancellation at that time, I received no confirmation or follow-up from the company. Late January: I contacted Contact Lens Club again due to the lack of response. I was given the same explanation and apology and told that the cancellation fee is “company policy.” I requested to speak to a team leader and was informed that team leaders are not available and do not speak to customers. I was further informed that: • Orders cannot be amended or adjusted due to administrative limitations • Refunds take 7–10 working days • No clear information is provided regarding how or when refunds are processed once cancellation occurs Outcome: I cancelled the subscription; however, the process has been frustrating, unclear, and inconvenient. Customers are left without access to their funds while being unable to purchase essential medical products elsewhere. Contact lenses are a necessity, not a discretionary item. My primary concerns are: • The misleading presentation of a lay-by as a “subscription” • The inability to amend orders or escalate issues internally • Poor communication and delayed refund processes I am submitting this complaint to highlight these issues publicly and to seek transparency, fair treatment, and improved consumer practices.
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Zee A
1 reviews | Active since Jul 2021
3 Feb 2026, 13:32
Misleading ‘Subscription’ Service Operating as a Lay-By with no Difficult Cancellation Process
Terrible experience with Contact Lens Club, specifically regarding their misleading “subscription” service, resolution and cancellation process. Timeline of Events: December: I placed an order for contact lenses through what is marketed as a subscription service. Based on common industry practice, I reasonably expected this to be a recurring purchase model. After placing the order, a consultant informed me that this “subscription” is actually a lay-by system, which was not clearly disclosed upfront. During this interaction, I requested that the subscription be cancelled. I was informed that cancellation would incur a 10% cancellation fee. Despite requesting cancellation at that time, I received no confirmation or follow-up from the company. Late January: I contacted Contact Lens Club again due to the lack of response. I was given the same explanation and apology and told that the cancellation fee is “company policy.” I requested to speak to a team leader and was informed that team leaders are not available and do not speak to customers. I was further informed that: • Orders cannot be amended or adjusted due to administrative limitations • Refunds take 7–10 working days • No clear information is provided regarding how or when refunds are processed once cancellation occurs Outcome: I cancelled the subscription; however, the process has been frustrating, unclear, and inconvenient. Customers are left without access to their funds while being unable to purchase essential medical products elsewhere. Contact lenses are a necessity, not a discretionary item. My primary concerns are: • The misleading presentation of a lay-by as a “subscription” • The inability to amend orders or escalate issues internally • Poor communication and delayed refund processes I am submitting this complaint to highlight these issues publicly and to seek transparency, fair treatment, and improved consumer practices.
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Replies (0)C
Caela
1 reviews | Active since Mar 2021
3 Feb 2026, 09:41
Don't bother.
SHOCKING customer service. I ordered and paid R1700 for contact lenses on 25 November 2025. After 8 weeks of zero communication or updates from CLC - no answer to emails either - I asked for a full refund. I asked for the proof of refund to be sent and am still waiting! I have spoken to Pamela, Alison, Carly etc who clearly do not care about paying customers! This is not legal!
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Caela
1 reviews | Active since Mar 2021
3 Feb 2026, 09:41
Don't bother.
SHOCKING customer service. I ordered and paid R1700 for contact lenses on 25 November 2025. After 8 weeks of zero communication or updates from CLC - no answer to emails either - I asked for a full refund. I asked for the proof of refund to be sent and am still waiting! I have spoken to Pamela, Alison, Carly etc who clearly do not care about paying customers! This is not legal!
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Ashton A
1 reviews | Active since Feb 2020
28 Jan 2026, 13:44
Most pathetic service ever. I do NOT recommend!!
I ordered and paid my contact lenses on the 20th Nov 2025, it has been 10 weeks and still no lenses. I have called countless times with no answer and sent MANY emails with no reply. This is the worst service imaginable . I direly need my lenses
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Ashton A
1 reviews | Active since Feb 2020
28 Jan 2026, 13:44
Most pathetic service ever. I do NOT recommend!!
I ordered and paid my contact lenses on the 20th Nov 2025, it has been 10 weeks and still no lenses. I have called countless times with no answer and sent MANY emails with no reply. This is the worst service imaginable . I direly need my lenses
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Amanda R
1 reviews | Active since Feb 2018
20 Jan 2026, 19:40
Paid R1,049, received R599 contacts with wrong Prescription
My order took an unreasonably long time to process, and I was never notified of any delay. When I followed up, I was told to “check my junk mail”, which was frankly insulting, as if I hadn’t already done that. Because of the delay, I emailed to cancel my order and requested a credit on my account, as my prescription had changed. I received no response at all, despite it now being over a week since that email. A few days after my follow up, without any reply or confirmation from me, I suddenly received a notification that my order had been dispatched to the store anyway. To make matters worse, I then received the wrong prescription and the wrong type of contact lenses. I paid R1,049 for a box of contacts, only to receive a pair valued at R599, effectively being cheated out of R450. Poor communication, lack of accountability, no answer of phones or emails, incorrect orders, and unresolved refunds. This has been an incredibly frustrating experience, and I would not recommend Contact Lens Club to anyone.
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Amanda R
1 reviews | Active since Feb 2018
20 Jan 2026, 19:40
Paid R1,049, received R599 contacts with wrong Prescription
My order took an unreasonably long time to process, and I was never notified of any delay. When I followed up, I was told to “check my junk mail”, which was frankly insulting, as if I hadn’t already done that. Because of the delay, I emailed to cancel my order and requested a credit on my account, as my prescription had changed. I received no response at all, despite it now being over a week since that email. A few days after my follow up, without any reply or confirmation from me, I suddenly received a notification that my order had been dispatched to the store anyway. To make matters worse, I then received the wrong prescription and the wrong type of contact lenses. I paid R1,049 for a box of contacts, only to receive a pair valued at R599, effectively being cheated out of R450. Poor communication, lack of accountability, no answer of phones or emails, incorrect orders, and unresolved refunds. This has been an incredibly frustrating experience, and I would not recommend Contact Lens Club to anyone.
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