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Most Recent Store Reviews for Coastal.com (formerly Coastal Contacts)
Went to Coastal for their first free pair offer. Computer glasses, a fairly strong prescription: one lens is -6.00, the other -3.00, so lenses have to be above the 1.59 lens truly free option.
Frames: The options on a free pair are limited to their own house brands, which is understandable, the selection is decent but if you need or want large frames/lenses your selection is really limited...probably mostly an issue for us men. Frame quality is very good, excellent spring hinges.
Lenses: My options were 1.61 at extra $49.95 with most optional coatings included or 1.67 high index at $79.95 with all coatings. In fact the difference is not as great because the 1.61 option does not include free shipping which runs another 9.99 (and you don't find out til checkout), while the 1.67 includes free shipping. I chose the 1.67, the lenses look excellent EXCEPT Coastal's exact statement about their lenses:
"We loved the idea of seeing a pair of glasses through from order, to production, to shipping right in our own facility so we built our lab here in North America. We are able to ensure that your glasses are made with love, and with the highest quality machines, materials, and coatings by doing everything ourselves."
Hmm, they are based in Canada, in Vancouver... so why did my glasses arrive with a label on the lens "Premium Lenses * Made in Korea"?
Shipping: Ordered on 10/22, I live in NH...arrived on 10/25. You can't complain about that. I assume my lenses are an off-the-shelf item (one eye has mild astigmatism) and in that case they can be insanely prompt. Probably rather different for complex progressives.
Cost: You CAN get a truly "free pair" for just minimal shipping and handling..around $19 if your prescription is under -4.00 in both eyes and you can live with their decent selection of house brand frames. I spent $79.95 for high index quality lenses and frame which is still a good value. Their misrepresentation of origin is unfortunate and they should be seriously reminded to STOP LYING TO THE PUBLIC.
Saved a bundle- twice :)
Had never purchased eyewear online. Was easy to do. So jazzed by first pair bought second. Wait for great offers then give it a go. They had rimless I wanted and differnt stock second time so I got a completely different look. Though minor, one nose bar is at a slight angle from other on one pair. Saved hundreds!
Each came fast! with nice hard case and solution w/ wipe cloth. Ditch solution. Recipe: 1/3 isopropol alcohol plus 2/3 distilled water. No streaks!
I look hot!
Shouldn't be a repeat customer
My first 3 transactions with Coastal were perfect, they went off without a hitch. Then they raised their lenses price which in itself isn't enough to peeve me off. I had the bad luck to receive a store credit in lieu of a refund on one of my purchases and this store has made it so difficult to use the credit. There is no way to tell how much credit you have without contacting them directly you also need to contact them to use the credit (it needs to be applied manually by them). Customer service has also started to lag behind compared to my first few visits also. I would suggest making one or two purchases here and then find somewhere more economical and efficient, unless you're being held hostage by a store credit also.
If you need glasses next month...
Ordered twice with them. First order took 3 weeks. They kept moving back the delivery date just as many others have said. When I got the glasses, they were just OK. Not great fitting, not great quality, but nearly free so no complaints.
Ordered a second time about a year later, shipping date was moved back repeatedly so that my order was expected to arrive over a month and a half later. I finally got fed up and canceled the order. There are dozens of discount eyeglass places online that will ship in a timely manner, don't waste your time with Coastal.
Great store, great prices!
A great store with great prices especially when it comes to contact lenses. The customer service reps were very professional, courteous and did a great job! I received the contacts within a few days and got periodic communication from coastal.com about the status of shipment. Overall, awesome experience! I am very satisfied and will continue to recommend you to my friends. Thanks again!
Only purchase if you don't mind waiting over a month
I originally ordered on December 24, 2012. Estimated date of delivery: Jan 2. Nothing came. Coastal updated this to Jan 10. Nothing came. I told them they are obviously lost in the mail and they need to ship me a new pair with a tracking number this time. It's been a day and I've received no email or updated on my Coastal.com order page. This would be a great price for glasses if I ever received them.
Great Customer Service-Order with Confidence!
I am so happy with this company! I had used the first pair free promo code and when I received them, they just didn't fit right, so I contacted the company and was provided a pre-paid return label. I then re-ordered a pair of glasses. Lenses accurate, quality construction, stylish, and great customer service!
Terrible. Website, specifically the order page, is constantly broken. Checking in with online customer service for the past FOUR days, each day they say "oh they'll ship tomorrow, they'll ship within one day, they'll go out tomorrow" now today I'm being told it will be 1-2 days before they're shipped. Why does it take them 5 days to package a pair of glasses (already supposedly passed their quality inspection). Each customer service agent I've talked to promised to email me when they shipped since their track order page sucks, haven't received a single email. Never ordering again.
Exchange Service - No Questions Asked - QUICK
Took advantage of their "get first pair free" for their glasses selection. Ordered on a Monday. Received by Wednesday afternoon. Noticed there was a slight nick due to shipping on my left eye lens - notified Coastal Thursday morning via Chat with a very helpful rep. Given a return shipping label no questions asked via e-mail. Replacement item was already fulfilled the SAME DAY with UPS tracking number. Replacement glasses are set to be delivered today, Friday, afternoon. Customer service at its best! Thank you Coastal!
Great service and good selection
I often get frustrated at the local boutique - even with insurance, I end up paying $150-200+ for an otherwise ho-hum, standard set of glasses. Coastal was terrific - decent selection (including name brands), quick delivery, a fraction of the cost, and high quality.
Also great service - the temple portion fell off at the hinge after a few months. They mailed me a replacement free of charge, as well as paid for shipping for the repair. Reps were polite and professional.
easy to purchase and great price
Website had all the products, was easy to choose and make the purchase.
No problems here
Great price, $22 + cash back, ordered and faxed in prescription, had my contacts in 3 DAYS! Like any other merchant, read the site info and follow their instructions. It's very easy and works.
I echo the horrible experience. Waited over 10 days before cancelling. They kept delaying 3 times and then offered overnight shipping for free. Problem is standard shipping and handling was already $17 for one pair of glasses. Who knows if or when the glasses would have been sent but I would suggest you seek another vendor when ordering glasses or contacts as a cheap price results in cheap service.
HORRIBLE!!!! STAY AWAY!!
What a scam!
And then they spam you FOREVER!
Shipping was quick
Coastal Contacts got contacts to me in eight days despite my choosing the slowest shipping option. They were gas permeable contacts which are usually not in stock. It probably helped that I emailed them a scanned prescription as soon as I placed my order. And don't forget the coupons listed on FW because they are usually quite good. There are a few minor complaints, though. Their initial estimate of three weeks for receiving contacts was way off and they didn't send the shipping email until after my contacts arrived. They add a handling fee of 6.95% to each order although there is no good reason not to simply mark up the price of everything instead of having this hidden fee (although it is disclosed before placing your order). Finally, I never got my FW cash back automatically (a rare occurrence) but the friendly staff at FW took care of it quickly.
don't ignore reviews on glacial shipping rate
I stupidly ignored the previous reviewers comments on the ridiculously long time for shipping. I had the same experience. I ordered contacts ten days ago and every few days I receive an email saying that shipping has been delayed. I am crossing my fingers hoping to actually get the contacts. Last year, I ordered from this seller and had no trouble...don't know what is happening to them, but it is not good.
Ordered. Mailed. Perfect!
Coastal Contacts Inc - Response
We're very sorry for the service you have received and can assure you this is not how we do business. We would like to invite you back so we can amend the situation. If you contact our customer service team at 1866-333-6888 we'd be happy to investigate your order history to ensure this does not happen again.
We understand your frustration in the natter and would like to help. We'd be happy to offer you a price match as mentioned to lower the cost for your previous order. Please contact us at 1866-333-6888 and our customer service team will process your price match.
We sincerely apologize for the unacceptable delay on your order. Throughout August and September we experienced back order delays with our manufacturer. We'd be happy to look into your situation and find an appropriate solution if you contact us at 1866-333-6888.
Ordered contacts over 10 days ago...got an email saying 4-5 days...got an email a few days later postponing...then another postponing again. Called customer service and the guy was so condescending repeating over and over that if I want to submit a complaint that I should call the company. That it states on the website that this might occur...he said it rarely occurs twice...So now is it worth the few bucks of savings...never again....
NO CASH BACK ON REFILLS
I placed an order with Coastal Contacts last year and then placed another order this year. I used a brand new prescription from my doctor though the strength of the contacts was the same. I did NOT receive the cash back and after investigation was told that a 'refill' is not valid for cash back (read the fine print). I did not use refill shortcut, I entered all my information as a new order but was disqualified anyway. So, don't expect cash back on any orders after your first. Without cash back, I would have paid less using Vision Direct.
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