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.