Contact Lens Club
Claimed Business
|1.4|12 Reviews (last 12 months)|This business does not respond to reviews
Contact Lens Club
Claimed Business
|1.4
12 Reviews (last 12 months)
Does not respond to reviews
AI Review Summary
Based on recent customer reviews, Contact Lens Club is facing significant customer experience challenges, with a recurring theme of unanswered emails, unreturned calls, and prolonged delivery delays after payment. Customers consistently mention frustration with the subscription versus lay-by model, cancellation fees, and slow refund processing. Several reviewers describe receiving incorrect prescriptions or no product at all despite paying. A long-standing customer offers a contrasting positive view, praising affordable pricing and quick delivery, suggesting that previously reliable service has deteriorated noticeably for many recent buyers.
Performance(last 12 months):
Trustindex Rating
2TrustIndex
2
Review Distribution
1.4|12 Reviews
Jul '25 - Jun '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 ExperienceGR
Gabriel R
1 reviews | Active since Jan 2020
15 May 2026, 16:55
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 Jan 2020
15 May 2026, 16:55
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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Marilize C
1 reviews | Active since Jan 2020
14 May 2026, 06:45
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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Marilize C
1 reviews | Active since Jan 2020
14 May 2026, 06:45
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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Muhammad B
1 reviews | Active since Jan 2020
31 Mar 2026, 09:54
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 2020
31 Mar 2026, 09:54
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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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.
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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.
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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!
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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!
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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
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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
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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.
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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.
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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
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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
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