CL
Contact Lens Club
Claimed Business
CL
Contact Lens Club
Claimed Business
10 Reviews (last 12 months)
Does not respond to reviews
Performance(last 12 months):
TrustIndex
0
Score
Ranking
#14
in Health & Medical
NPS Score
-100
Recommended: Unlikely
Review Distribution
1.5|10 Reviews
May '25 - Apr '26
5(10%)
4(0%)
3(0%)
2(10%)
1(80%)
5(10%)
4(0%)
3(0%)
2(10%)
1(80%)
Recent reviews (10)
Used this business recently? Share your experience to help others decide.
Used this business recently? Share your experience to help others decide.
Share Your ExperienceZA
Zee A
1 reviews | Active since Jan 2020
3 Feb 2026, 11:32
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.
Helpful (0)
|Replies (0)ZA
Zee A
1 reviews | Active since Jan 2020
3 Feb 2026, 11:32
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.
0
Replies (0)C
Caela
1 reviews | Active since Jan 2020
3 Feb 2026, 07:41
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!
Helpful (0)
|Replies (0)C
Caela
1 reviews | Active since Jan 2020
3 Feb 2026, 07:41
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!
0
Replies (0)AA
Ashton A
1 reviews | Active since Jan 2020
28 Jan 2026, 11:44
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
Helpful (0)
|Replies (0)AA
Ashton A
1 reviews | Active since Jan 2020
28 Jan 2026, 11:44
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
0
Replies (0)WE
Wes E
1 reviews | Active since Jan 2020
27 Jan 2026, 17:57
Contact lenses club *****
I placed and paid for 2 orders on 27 December. Only 1 was delivered. I have contacted them multiple times on different platforms including the details on their website. They DO NOT RESPOND. THEY JUST TAKE THE MONEY.
Helpful (0)
|Replies (0)WE
Wes E
1 reviews | Active since Jan 2020
27 Jan 2026, 17:57
Contact lenses club *****
I placed and paid for 2 orders on 27 December. Only 1 was delivered. I have contacted them multiple times on different platforms including the details on their website. They DO NOT RESPOND. THEY JUST TAKE THE MONEY.
0
Replies (0)AR
Amanda R
1 reviews | Active since Jan 2020
20 Jan 2026, 17:40
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.
Helpful (0)
|Replies (0)AR
Amanda R
1 reviews | Active since Jan 2020
20 Jan 2026, 17:40
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.
0
Replies (0)OS
Odwa S
1 reviews | Active since Jan 2020
16 Jan 2026, 07:43
Useless contact centre
I have been sending countless emails which they never reply to. They dont answer calls. I have tried the 041 476 0312 and 087 210 0355 no one ever response. I need to place an order and update my bank details
Helpful (0)
|Replies (0)OS
Odwa S
1 reviews | Active since Jan 2020
16 Jan 2026, 07:43
Useless contact centre
I have been sending countless emails which they never reply to. They dont answer calls. I have tried the 041 476 0312 and 087 210 0355 no one ever response. I need to place an order and update my bank details
0
Replies (0)ES
Elsanne S
1 reviews | Active since Jan 2020
15 Jan 2026, 16:31
Tired of waiting for a reply
I ordered contact lenses and received it in about 3 weeks, which was fine. I saw there was something different and i contacted them about this matter. It was the right brand not the right contacts, which was my own fault because i did not see that it was not for presbyopia. I need to send back. Since abou 17 December, i have emailed them numerous times, tried to phone them, but no success. You cannot contact them. It is now 15 January On their reply email, they say that they will respond between 24 or 48 hours. That is NOT true
Helpful (0)
|Replies (0)ES
Elsanne S
1 reviews | Active since Jan 2020
15 Jan 2026, 16:31
Tired of waiting for a reply
I ordered contact lenses and received it in about 3 weeks, which was fine. I saw there was something different and i contacted them about this matter. It was the right brand not the right contacts, which was my own fault because i did not see that it was not for presbyopia. I need to send back. Since abou 17 December, i have emailed them numerous times, tried to phone them, but no success. You cannot contact them. It is now 15 January On their reply email, they say that they will respond between 24 or 48 hours. That is NOT true
0
Replies (0)S
Shaunice
1 reviews | Active since Jan 2020
26 Dec 2025, 13:25
My order is not received
Very poor service delivery Placed an order in November and still no order received. Email communication was great but no confirmed response to a delivery date, everyday it is we will confirm once the order is being dispatched. When the payments are made it generally takes 14 working days. Its long past this time. Very disappointing. Money is out of your account and you basically left helpless. All I would like is my product that I paid for.....I need a consultact at Contact lens club to contact me and provide me delivery date and time...
Helpful (0)
|Replies (0)S
Shaunice
1 reviews | Active since Jan 2020
26 Dec 2025, 13:25
My order is not received
Very poor service delivery Placed an order in November and still no order received. Email communication was great but no confirmed response to a delivery date, everyday it is we will confirm once the order is being dispatched. When the payments are made it generally takes 14 working days. Its long past this time. Very disappointing. Money is out of your account and you basically left helpless. All I would like is my product that I paid for.....I need a consultact at Contact lens club to contact me and provide me delivery date and time...
0
Replies (0)