Clearly
- ✓ Verified company
1,037 reviews · Statistics
- See all reviewer photos
Reviews
Avoid. Backward 'policy' on exchanges and refunds for products with faults
I paid $75 for 30 days of lens. Tried on a pair and they were incorrect fit. I have been a contact lens wearer for years and this is the first time I had any issues with orders. I contacted their customer service and, whilst they were responsive, they quoted their 'cannot exchange' policy for opened package. If a policy is unfair or unreasonable they should change it, but they chose not to. Avoid.
Show details
Faulty product received
I ordered 2 boxes of contact lenses from these guys. I tried on 1 contact from the box and it is very obviously faulty. It is the same prescription that I have worn for years, and it is just wrong. I compared it to a contact in the same prescription from another box, and there is a huge difference.
When I contacted customer support they were very patronising and suggested my prescription has changed. I went for a test in the past 6 months so this is not the case, and I still have my old contacts in the same prescription which give me perfect vision.
They are refusing to refund the faulty box of contact lenses.
Untimely
The first order I placed (some time ago) there were no issues. Today I am still waiting for an order I placed a couple of weeks ago. I have rung them as there have been no updates and no invoice so unable to lodge health benefits claim. After making contact I received an email saying they had been shipped however I’m still waiting. Very disappointing and it’s highly unlikely I will repeat service.
Poor Service and Shipping
I have been ordering contacts from Clearly for around 15 years. The customer service and shipping is hopeless and unreliable.
You can only speak to someone in call centre in another country who will apologise but has little power to provided meaningful assistance.
I won't use this company again.
Find out how Clearly compares to other Optical Retailers
Know better, choose better.
Never again
I have dealt with Clearly for years with great service but things have changed. No updates on my recent Contact Lense order after 8 days, they keep saying there is delays with the supplier and they cannot supply an estimated delivery date? This will be my last order with this company, fingers crossed I get lenses or refund but I am not optimistic! Very poor form!
Show details
Used to be good
Have ordered here many times before and have not had issues, however with my last 2 orders it has been nothing but problems. When asking for updates a week apart, both times I have been told twice that it is at the warehouse and would be shipped out within 24-48 hours which did not happen. After calling up, I have been informed that it is on backorder and not even at the warehouse yet with no ETA. I do not mind if there is a delay in production, however the contradicting advice given is frustrating and the team should probably review the time f
... Read morerames they are giving out. Their website also states that they have "(up to) 2 days of processing time" and have no information about things being unavailable/on backorder. They also speak to you in a very scripted way which makes getting answers and solving problems difficult. Have requested a refund - hoping this will go smoothly... UPDATE: 3 days later and still no confirmation of processing of a refund. I hopped onto the web chat and was advised that it cannot be refunded as it is still being processed. After much back and forth and 1 hour later, they said they had "found the notes about the cancellation" and will update it, and have guaranteed a refund. I will believe it when I see it.
Great Service, Great Product
I purchased a pair of glasses from my local optometrist, they cost me over $1100. They were the most uncomfortable glasses I have ever had. Purchased a pair from Clearly which cost me just over $300 with more features and they arrived faster than the local store and they fit perfectly. Would recommend Clearly to anyone. I have used them in the past and have never had any issues. More than happy :)
Show details
be aware of insurance
I was going to buy 2 pais to use my extras cover. On they website there is a whole list of providers they are apparently with. Including HCF. Luckily I called HCF who cannot find the name or the provider nr. Lucky I called or I would not been able to claim
Show details
Terrible IT Support
Unfortunately will not be ordering from Clearly again. Have used their service for years but this time after ordering contacts noticed they didn't send an invoice which I need to claim back with health insurance. Sent an email requesting for it and have followed up 3 times, everytime they claim IT is 'working on it'. It has been a month and a half.
Show detailsFind out how Clearly compares to other Optical Retailers
Know better, choose better.
HORRIBLE customer service - do not order through clearly
I have been waiting for a refund for WEEKS from Clearly for an express order they never posted. The whole process has been terrible with their customer service team IMPOSSIBLE to get in touch with. They have just told me that I need to chase up the refund myself with Paypal when the payment wasn't even made through Paypal!
Dreadful customer service
I've had a couple of issues in the past with this company, but persevered and overlooked their shortcomings. However I've had enough. I logged in and looked for my order history - none there, so -re order option wasn't there. Started entering my details such as strength, base curve etc.There was however, no provision for N or D (near or distance). I called to ask how to do it. Spoke to [Name Removed], and was told a) some customers order history had been wiped, no idea if it would be restored, but "IT know about it'"
b) There is a problem tryi
Is there a zero star rating??
Horrible!!! Ordered contacts which mentioned on their website as 1-2 days processing time. Placed order last month, I waited patiently for 2 weeks before chasing up with them on the order. They said that it is delayed with no ETA??? Now I have waited for a month and the package hasn’t arrived. SCAM
Show detailsFind out how Clearly compares to other Optical Retailers
Know better, choose better.
Terrible communication and customer service!
This company must have changed hands recently, I have been ordering from here for years and never had a problem. Ordered contacts for my daughter and I. Thought it was strange no shipping details were sent. Messaged them two weeks later and they said my daughters box was on back order so I told them to split the order, they said no. So I had to reorder and pay more shipping and asked for the order to be cancelled. It has been 3 weeks and I have asked 4 times and their reply is to just send it back if it comes.
Show details
Not helpful at all
I noticed that my shipping address was wrong ( I had paid using PAYPAL but specifically changed shipping address). Rang within the hour to change address and was told that their system only had a 30 min window to change address.
Then I was told since it was through PAYPAL they couldn't change address anyway.
Then I was told my only option was to cancel the order.
Then I was told, she couldn't cancel order and had to put it through IT to cancel but rest assured they would not be shipped and i would get a refund and order would be cancelled.
DO NOT order from them.
I ordered contact lenses with priority shipping... 1 week later and the order is not even processed!! They do not hold stock, they wait for them to arrive after you've ordered. They will not offer you any update on where your order is and have aboslutely not regard for the fact that many people medically require their product to be able to see, drive function. There only resolution is a refund in 7-14 days. DISGUSTING. They need to be shut down
Questions & Answers
Hi - has anyone ever ordered Boston RGP contact lenses from Clearly Contacts and how did you find the quality and precision? Am not happy with Gelflex as a lab.
How can I claim from my private health insurance?
Not really sure but they do provide you with a good receipt. Perhaps you can lodge that
When ordering you will see an option to elect to have a tax receipt emailed to you to submit to your health fund, and there's a drop down box listing them all. Even if you don't ask for the receipt you can get it later. I claim mine back from NIB with no problems.
Get an answer from our members and Clearly Contacts representatives
Details
Extra Information
ieatwords.com.au has affiliate partnerships. These do not influence our content moderation policies in any way, though ieatwords.com.au may earn commissions for products/services purchased via affiliate links.