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Air Optix Shipment expiring???

This is a discussion on Air Optix Shipment expiring??? within the Air Optix Aqua forums; I ordered a years supply of Air Optix Astigmatism 2 weeks ago and they arrived ...


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  #1 (permalink)  
Old 01-29-2012, 11:08 AM
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Unhappy Air Optix Shipment expiring???
I ordered a years supply of Air Optix Astigmatism 2 weeks ago and they arrived yesterday from lens.com. Upon inspecting the boxes, I noticed that both boxes expire 9/2012. One year supply should last 12 months but the lenses expire in 8 months?????????? WTF is that about? I sent a complaint email to lens.com and am waiting for a response. As a nurse, I am not comfortable accepting and using lenses that will expire before I get a chance to use the last 4 or 5 lenses......

Has this ever happened to anyone else with lens.com orders? I ordered lenses for my other eye a few weeks ago and those arrived with an expiration date of 2015. Don't know what to think about this shipment and am awaiting response from lens.com.
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  #2 (permalink)  
Old 01-30-2012, 10:57 AM
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Quote:
Originally Posted by cxwatts View Post
I ordered a years supply of Air Optix Astigmatism 2 weeks ago and they arrived yesterday from lens.com. Upon inspecting the boxes, I noticed that both boxes expire 9/2012. One year supply should last 12 months but the lenses expire in 8 months?????????? WTF is that about? I sent a complaint email to lens.com and am waiting for a response. As a nurse, I am not comfortable accepting and using lenses that will expire before I get a chance to use the last 4 or 5 lenses......

Has this ever happened to anyone else with lens.com orders? I ordered lenses for my other eye a few weeks ago and those arrived with an expiration date of 2015. Don't know what to think about this shipment and am awaiting response from lens.com.
Wow, that's too badm cxwatts. That doesn't look too good for the sponsor. I agree that a years supply of lenses should not have an expiration date that's only eight months away. I hope they fix this for you. Please let us know what happens.
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  #3 (permalink)  
Old 01-30-2012, 11:44 AM
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Default
Quote:
Originally Posted by cxwatts View Post
I ordered a years supply of Air Optix Astigmatism 2 weeks ago and they arrived yesterday from lens.com. Upon inspecting the boxes, I noticed that both boxes expire 9/2012. One year supply should last 12 months but the lenses expire in 8 months?????????? WTF is that about? I sent a complaint email to lens.com and am waiting for a response. As a nurse, I am not comfortable accepting and using lenses that will expire before I get a chance to use the last 4 or 5 lenses......

Has this ever happened to anyone else with lens.com orders? I ordered lenses for my other eye a few weeks ago and those arrived with an expiration date of 2015. Don't know what to think about this shipment and am awaiting response from lens.com.
You said "both boxes." So you only need two boxes of contact lenses to last for a year?
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  #4 (permalink)  
Old 01-30-2012, 01:09 PM
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Quote:
Originally Posted by cxwatts View Post
I ordered a years supply of Air Optix Astigmatism 2 weeks ago and they arrived yesterday from lens.com. Upon inspecting the boxes, I noticed that both boxes expire 9/2012. One year supply should last 12 months but the lenses expire in 8 months? I sent a complaint email to lens.com and am waiting for a response.
Let us know what kind of response you get, won't you?
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  #5 (permalink)  
Old 01-30-2012, 01:12 PM
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Originally Posted by Joeyrosschandler View Post
You said "both boxes." So you only need two boxes of contact lenses to last for a year?
Yes, since they are only for one eye. Different prescription on the other eye.
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  #6 (permalink)  
Old 01-30-2012, 01:15 PM
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Originally Posted by Delta88 View Post
Let us know what kind of response you get, won't you?
Spoke to a customer service rep who apologized for the error on their part. They will exchange one of the boxes since the other one is still good for 8 months, so I will be fine on that one. I will have to ship back the one that will expire and they will send out a replacement box with a longer expiration date and refund any shipping charges for the return.

Hoping to receive the replacement within a reasonable amount of time but it appears that lens.com will take care of me.
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  #7 (permalink)  
Old 01-30-2012, 03:10 PM
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Originally Posted by cxwatts View Post
Spoke to a customer service rep who apologized for the error on their part. They will exchange one of the boxes since the other one is still good for 8 months, so I will be fine on that one. I will have to ship back the one that will expire and they will send out a replacement box with a longer expiration date and refund any shipping charges for the return.

Hoping to receive the replacement within a reasonable amount of time but it appears that lens.com will take care of me.
Well, that's what I call top-notch customer service, cxwatts. It's a good thing you called them instead of just writing them off.
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  #8 (permalink)  
Old 01-31-2012, 11:50 AM
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Quote:
Originally Posted by cxwatts View Post
Spoke to a customer service rep who apologized for the error on their part. They will exchange one of the boxes since the other one is still good for 8 months, so I will be fine on that one. I will have to ship back the one that will expire and they will send out a replacement box with a longer expiration date and refund any shipping charges for the return.

Hoping to receive the replacement within a reasonable amount of time but it appears that lens.com will take care of me.
I'm glad to know that lens.com is taking care of you.
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  #9 (permalink)  
Old 02-03-2012, 01:50 PM
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Angry
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Originally Posted by Privateyez View Post
I'm glad to know that lens.com is taking care of you.
Well, update on the story: After spending 45 minutes in line at our post office earlier this week to return the first box, I am receiving my replacement shipment today.......... Upon opening the box - once again I am receiving lenses that will expire before they can all be used. Same lot number and expiration date of 2012/09. Again, called CS department, get "sincere apologies" from the rep, and instructions to once again send the box back so it can be replaced. That means for me that I will yet again spend time in line at the post office, wasting another hour of my day and having to leave work early.

I am seriously concerned about the lack of care that the pharmacy department that is responsible for dispensing and shipping of customer orders is displaying. Once I can understand - twice however is just plain stupidity and carelessness on their part. I don't think I will ever place another order with lens.com. I like their prices but I do NOT like their customer service.
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  #10 (permalink)  
Old 02-03-2012, 02:24 PM
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Default Ridiculous
Quote:
Originally Posted by cxwatts View Post
Well, update on the story: After spending 45 minutes in line at our post office earlier this week to return the first box, I am receiving my replacement shipment today.......... Upon opening the box - once again I am receiving lenses that will expire before they can all be used. Same lot number and expiration date of 2012/09. Again, called CS department, get "sincere apologies" from the rep, and instructions to once again send the box back so it can be replaced. That means for me that I will yet again spend time in line at the post office, wasting another hour of my day and having to leave work early.

I am seriously concerned about the lack of care that the pharmacy department that is responsible for dispensing and shipping of customer orders is displaying. Once I can understand - twice however is just plain stupidity and carelessness on their part. I don't think I will ever place another order with lens.com. I like their prices but I do NOT like their customer service.
You're kidding me. You told lens.com that you had lenses that would expire before you finished wearing all of them, and they responded by sending you lenses from the same lot number and the same expiration date?

Now I understand that Lens.com is the sponsor of this site and all, but I don't blame you one bit for taking your business elsewhere.
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  #11 (permalink)  
Old 02-03-2012, 02:27 PM
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Originally Posted by Goliath2001 View Post
You're kidding me. You told lens.com that you had lenses that would expire before you finished wearing all of them, and they responded by sending you lenses from the same lot number and the same expiration date?

Now I understand that Lens.com is the sponsor of this site and all, but I don't blame you one bit for taking your business elsewhere.
Exactly. They may be sponsoring this site but their customer care truly sucks! My next order will be placed somewhere else. Maybe I'll have to pay a Few extra bucks but hopefully I will get better service.
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  #12 (permalink)  
Old 02-03-2012, 02:29 PM
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Originally Posted by cxwatts View Post
Exactly. They may be sponsoring this site but their customer care truly sucks! My next order will be placed somewhere else. Maybe I'll have to pay a few extra bucks but hopefully I will get better service.
Well, just remember that Lens 101 is still here for you if you have any questions about your contact lenses, wherever you got them from.
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  #13 (permalink)  
Old 02-03-2012, 02:31 PM
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Originally Posted by Goliath2001 View Post
Well, just remember that Lens 101 is still here for you if you have any questions about your contact lenses, wherever you got them from.
Certainly! I love this site, it's the company that sponsors it that I am learning to truly dislike.
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  #14 (permalink)  
Old 02-03-2012, 03:38 PM
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Originally Posted by cxwatts View Post
Certainly! I love this site, it's the company that sponsors it that I am learning to truly dislike.
Well, maybe someone will see this thread and make the decision to make some changes. It sounds like maybe the customer service agents need to have the whole idea of "expiration dates" explained to them. Maybe they should undergo some additional training.
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Old 02-03-2012, 03:42 PM
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Originally Posted by UNIT View Post
Well, maybe someone will see this thread and make the decision to make some changes. It sounds like maybe the customer service agents need to have the whole idea of "expiration dates" explained to them. Maybe they should undergo some additional training.
LOL! Might be appropriate for the pharmacists and pharmacy technicians that are handling the actual dispense!
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Old 02-03-2012, 04:10 PM
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Originally Posted by cxwatts View Post
LOL! Might be appropriate for the pharmacists and pharmacy technicians that are handling the actual dispense!
Wait a minute I don't follow you. Do you mean that when you order contact lenses from a site like Lens.com, you have to get them from a pharmacist?

Sorry I'm a little slow. I can't even blame it on being blonde.
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  #17 (permalink)  
Old 02-03-2012, 04:15 PM
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Originally Posted by Unclelar View Post
Wait a minute I don't follow you. Do you mean that when you order contact lenses from a site like Lens.com, you have to get them from a pharmacist?

Sorry I'm a little slow. I can't even blame it on being blonde.
LOL! Generally, prescriptions have to be processed and dispensed by a pharmacist employed by that company. At least that is how it works for other medical devices and prescriptions. I assume that this is the case for lenses, too, as they are classified as medical devices. Sorry if I'm confusing anyone. The nurse in my us talking again. Lmao!
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  #18 (permalink)  
Old 02-03-2012, 04:21 PM
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Case resolved, I think, after a pissed off email to customer service. Just got a call telling me that they will refund the purchase price for the one box and to simply keep it and use it or throw it away since they only have one more box on the shelf that most likely also has that same expiration date. It took multiple phone calls & then a highly pissed off email by me but it appears this may get resolved. I will post again if the refund doesn't happen. If it does, I may even consider using lens.com again in the future. Maybe.....
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  #19 (permalink)  
Old 02-03-2012, 04:26 PM
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Originally Posted by cxwatts View Post
Case resolved, I think, after a pissed off email to customer service. Just got a call telling me that they will refund the purchase price for the one box and to simply keep it and use it or throw it away since they only have one more box on the shelf that most likely also has that same expiration date. It took multiple phone calls & then a highly pissed off email by me but it appears this may get resolved. I will post again if the refund doesn't happen. If it does, I may even consider using lens.com again in the future. Maybe.....
Well, I hope Lens.com will be able to convince you to stay on as a customer. As Goliath 2001 already said, you're always welcome here at Lens 101.
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  #20 (permalink)  
Old 02-16-2012, 05:32 PM
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Default Back to School
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Originally Posted by cxwatts View Post
LOL! Might be appropriate for the pharmacists and pharmacy technicians that are handling the actual dispense!
Re-training for everyone!
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