Natural Touch Opaques

dvb · #1 (**permalink**) 05-31-2011, 02:27 PM

I've been using Natural Touch Opaques for 4 years now and I usually get them from lens.com and they are always so reliable. Well a month ago I made another order and the contacts I usually get the Natural Touch Opaques in Baby Blue were discontinued so I ordered them in Sultry Grey as they were the only ones they had in the power I needed. So they came a week ago and I opened them and the right contact is blurry. I cleaned it numerous times and it clears up yet when I wear it after a few blinks it blurs up again. Is this a manufacturers fault? I contacted lens.com but they said they can't issue a refund seen as I've opened the vials. I asked if they could exchange just the right lens but they haven't replied yet.
Can anyone give me any suggestions on what could I do? I was hoping it will clear up in time but I absolutely can't wear it as it's constantly blurry.
I'd appreciate any help x

Eyebrowze · #2 (**permalink**) 05-31-2011, 03:25 PM

Quote:

Originally Posted by dvb

I've been using Natural Touch Opaques for 4 years now and I usually get them from lens.com and they are always so reliable. Well a month ago I made another order and the contacts I usually get the Natural Touch Opaques in Baby Blue were discontinued so I ordered them in Sultry Grey as they were the only ones they had in the power I needed. So they came a week ago and I opened them and the right contact is blurry. I cleaned it numerous times and it clears up yet when I wear it after a few blinks it blurs up again. Is this a manufacturers fault? I contacted lens.com but they said they can't issue a refund seen as I've opened the vials. I asked if they could exchange just the right lens but they haven't replied yet.
Can anyone give me any suggestions on what could I do? I was hoping it will clear up in time but I absolutely can't wear it as it's constantly blurry.
I'd appreciate any help x

I'm sorry that you're having a problem with that contact lens. You also seem to be having a problems with Lens.com, too. As you probably know, they sponsor this site, so they need to keep their customers happy or else people will hear about it.

Here's what their website says:

Satisfaction Guarantee

At Lens.com we guarantee that you will receive the exact type and brand of contact lenses specified in your order and confirmed by your eye doctor's prescription. Each pair will arrive sealed in manufacturer's packaging or your entire purchase will be refunded. We also guarantee that all contact lenses will be delivered free of any manufacturer defects or we will replace them at no additional cost.

So it sounds like they should replace that lens for you. Perhaps you should call them again and remind them of this.

I don't know what kind of mood you're in about this issue, but I would suggest you keep your cool. Hopefully this can be resolved peacefully. I honestly believe that they want you to be a happy customer and will do what it takes to make that happen. Those factories crank out thousands of lenses a day. Once in a while some of them don't turn out right. It happens.

Speaking of which, let us know how this turns out, okay?

dvb · #3 (**permalink**) 05-31-2011, 03:46 PM

Thanks a lot for your reply.
I am very satisfied with lens.com, I've used them for the past 4 years and never had any problems. And to be honest the lenses were in the vials exactly as described on the website and through the vial you couldn't notice any faults with them. Usually with natural touch lenses I found that every time I first used them they were blurry so I had to clean them thoroughly to clear up so I thought that was the case with these but as it turns out the right contact does clear up but then it becomes blurry again when I blink.
This is why I wonder whether it is a manufacturers fault or could I do anything more to get it to clear up and stay clear?
I don't think it's lens.com's fault if this is the way they received them from the manufacturer.
The reason I ask whether I could do something to get them to clear up is because I waited 3 weeks to get them (I live in the UK) and if I was to send this back I'd look at a looong wait again. But if there's nothing I can do then I guess I have no choice but to send the lens back (if they agree to exchange it). I am actually considering buying a separate lens altogether as they are discontinued and who knows if they'll even have the lens in stock to send back to me.
So if anyone has any suggestions, if anyone had this problem before, with blurry lenses I'd be soooo grateful to hear what they did to get them to clear up?
What do you think I should do, wait around for lens.com to see if they can exchange it or just order a new one (I do realise it's £50 for a lens but am panicking a bit now).
Thank you sooo much

NYGiants · #4 (**permalink**) 05-31-2011, 04:16 PM

Quote:

Originally Posted by dvb

I've been using Natural Touch Opaques for 4 years now and I usually get them from lens.com and they are always so reliable. Well a month ago I made another order and the contacts I usually get the Natural Touch Opaques in Baby Blue were discontinued so I ordered them in Sultry Grey as they were the only ones they had in the power I needed. So they came a week ago and I opened them and the right contact is blurry. I cleaned it numerous times and it clears up yet when I wear it after a few blinks it blurs up again. Is this a manufacturers fault? I contacted lens.com but they said they can't issue a refund seen as I've opened the vials. I asked if they could exchange just the right lens but they haven't replied yet.
Can anyone give me any suggestions on what could I do? I was hoping it will clear up in time but I absolutely can't wear it as it's constantly blurry.
I'd appreciate any help x

So Lens.com does ship to the UK? That's good to know. Do you order from lens.com or is it lens.co.uk?

I suppose the best thing to do right now is to see if they get back to you about the exchange.
Have you called them? They have an international number you may not know about. 1-573-754-3600 Their customer service department is available Monday to Friday 7:00 AM to 9:00 PM CST. I believe they're about six hours behind you. That means that when it's 5 pm where you are, it's 11 am at Lens.com. So you may not want to call them on your lunch break.

I hope you can get this worked out to everyone's satisfaction.

dvb · #5 (**permalink**) 05-31-2011, 04:22 PM

Yea they ship to the Uk and I use lens.com the american website so they give me all the prices in $ (which makes them a lot cheaper in £) but I do have to pay shipping charges (like $20) and wait around 3-4 weeks to get them but they are soo worth every penny!
I didn't call them, just e-mailed them, I will call them tomorrow and see what they say.
I really appreciate all the support from you guys, thanks

PS I just noticed this on their website :
Return Policy: Custom Order - No Returns, exchanges, or cancellations

Beckifera · #6 (**permalink**) 06-01-2011, 10:19 AM

Quote:

Originally Posted by dvb

Yea they ship to the Uk and I use lens.com the american website so they give me all the prices in $ (which makes them a lot cheaper in £) but I do have to pay shipping charges (like $20) and wait around 3-4 weeks to get them but they are soo worth every penny!
I didn't call them, just e-mailed them, I will call them tomorrow and see what they say.
I really appreciate all the support from you guys, thanks

PS I just noticed this on their website :
Return Policy: Custom Order - No Returns, exchanges, or cancellations

Cool, I didn't know Lens.com ships to the UK.

That doesn't help you very much though, does it dvb?

So you saw somehing on Lens.com that says "No Returns, exchanges, or cancellations," but according to Eyebrowze, "all contact lenses will be delivered free of any manufacturer defects or we will replace them at no additional cost."

I guess a replacement is not the same as a return, exchange or a cancellation. So you'll get a new lens without having to give the defective one back? That would be an exchange, wouldn't it?

dvb · #7 (**permalink**) 06-02-2011, 02:27 PM

Oh my, I just received this e-mail from lens.com

Thank you for contacting lens.com
I apologize but the lenses have been discontinued. We do not have the lenses available to send out.

Sincerely Helen,

lens.com
Customer Service Department

So now what am I supposed to do?

Autonation · #8 (**permalink**) 06-02-2011, 02:49 PM

Quote:

Originally Posted by dvb

Oh my, I just received this e-mail from lens.com

Thank you for contacting lens.com
I apologize but the lenses have been discontinued. We do not have the lenses available to send out.

Sincerely Helen,

lens.com
Customer Service Department

So now what am I supposed to do?

Did you order Natural Touch again? You said earlier "I usually get the Natural Touch Opaques in Baby Blue [but they] were discontinued so I ordered them in Sultry Grey . . . " I'm pretty sure there are no more Natural Touch Opaque lenses available in any color now. I don't know why your doctor prescribed them or renewed your prescription.

You probably should ask Helen if there's another brand you could order instead. I think it's just good customer service to say "We don't have X available, but we do have Y." Hopefully they'll buy something, right? Not just walk away? That's what I was taught in my working-in-the-mall days.

dvb · #9 (**permalink**) 06-02-2011, 09:14 PM

Yes I ordered the Natural Touch Opaques in Sultry Grey in April from lens.com and I received them last week but one of the lenses is blurry so I can't wear it so I got in touch with lens.com and they said they've been discontinued so they can't send me a different lens. Now I am left with a pair of contacts that are useless to me seen as I can't get the faulty lens replaced. I do appreciate the fact that they fulfilled their obligation by sending me the lenses as they were described on their website and probably had no idea that one of them was faulty but at the end of the day I paid over £120 for a pair of contacts that are now useless to me. She did not suggest a different pair, just said that she can't send me a new lens due to them being discontinued.
I am soooo saaad

Bootz · #10 (**permalink**) 06-03-2011, 10:10 AM

Quote:

Originally Posted by dvb

Yes I ordered the Natural Touch Opaques in Sultry Grey in April from lens.com and I received them last week but one of the lenses is blurry so I can't wear it so I got in touch with lens.com and they said they've been discontinued so they can't send me a different lens. Now I am left with a pair of contacts that are useless to me seen as I can't get the faulty lens replaced. I do appreciate the fact that they fulfilled their obligation by sending me the lenses as they were described on their website and probably had no idea that one of them was faulty but at the end of the day I paid over £120 for a pair of contacts that are now useless to me. She did not suggest a different pair, just said that she can't send me a new lens due to them being discontinued.
I am soooo saaad

I'm sorry dvb. I'm sad too.

I guess you will need to see your eye doctor to get your prescription changed to a different brand. I don't think Lens.com can just send you a different brand without your doctor's okay.

ElaineKramer · #11 (**permalink**) 06-22-2011, 03:36 PM

Quote:

Originally Posted by dvb

Yes I ordered the Natural Touch Opaques in Sultry Grey in April from lens.com and I received them last week but one of the lenses is blurry so I can't wear it so I got in touch with lens.com and they said they've been discontinued so they can't send me a different lens. Now I am left with a pair of contacts that are useless to me seen as I can't get the faulty lens replaced. I do appreciate the fact that they fulfilled their obligation by sending me the lenses as they were described on their website and probably had no idea that one of them was faulty but at the end of the day I paid over £120 for a pair of contacts that are now useless to me. She did not suggest a different pair, just said that she can't send me a new lens due to them being discontinued.
I am soooo saaad

You should probably tell your eye doctor what happened and see what replacement lens he or she recommends. Then come back here so that other people can get clued in as to what lens to ask their doctors about, all right?

I really wish that Lens.com had something on their website that said "Natural Touch Opaque lenses are no longer available, but you might want to try X Brand instead." If nothing else it will make people stay on the site a little longer. I just checked the site and there's nothing there about these lenses being discontinued. So either Lens.com didn't get the memo, or they've got some left that they're selling off.

Teddikitty · #12 (**permalink**) 09-06-2011, 10:49 AM

Quote:

Originally Posted by dvb

Yes I ordered the Natural Touch Opaques in Sultry Grey in April from lens.com and I received them last week but one of the lenses is blurry so I can't wear it so I got in touch with lens.com and they said they've been discontinued so they can't send me a different lens. Now I am left with a pair of contacts that are useless to me seen as I can't get the faulty lens replaced. I do appreciate the fact that they fulfilled their obligation by sending me the lenses as they were described on their website and probably had no idea that one of them was faulty but at the end of the day I paid over £120 for a pair of contacts that are now useless to me. She did not suggest a different pair, just said that she can't send me a new lens due to them being discontinued.
I am soooo saaad

Wow. Sad story dvb. I ho you were able to get some lenses somewhere.

You said that you paid over £120 for those lenses. Did you order them from outside the United States? I didn't know that Lens.com exported their contact lenses. Where did you order them from?

Vita_man · #13 (**permalink**) 09-12-2011, 11:40 AM

Quote:

Originally Posted by dvb

Yes I ordered the Natural Touch Opaques in Sultry Grey in April from lens.com and I received them last week but one of the lenses is blurry so I can't wear it so I got in touch with lens.com and they said they've been discontinued so they can't send me a different lens. Now I am left with a pair of contacts that are useless to me seen as I can't get the faulty lens replaced. I do appreciate the fact that they fulfilled their obligation by sending me the lenses as they were described on their website and probably had no idea that one of them was faulty but at the end of the day I paid over £120 for a pair of contacts that are now useless to me. She did not suggest a different pair, just said that she can't send me a new lens due to them being discontinued.
I am soooo saaad

I'm sorry about what happened dvb. What are you going to do now?

pathfinder · #14 (**permalink**) 09-13-2011, 10:23 AM

Quote:

Originally Posted by dvb

Yes I ordered the Natural Touch Opaques in Sultry Grey in April from lens.com and I received them last week but one of the lenses is blurry so I can't wear it so I got in touch with lens.com and they said they've been discontinued so they can't send me a different lens.

Didn't they suggest an alternative? They couldn't say "Sorry, but those Natural Touch Opaque lenses have been discontinued. Ask your eye doctor for a prescription for _____ lenses instead"?

I did a bit of research and I found out that Expressions contact lenses are pretty close to Natural Touch.

Another alternative is to check out this list. These are all contact lenses that are made out of the same material as Natural Touch contact lenses, so they're at least similar. Many of them are vial lenses, which last a year and cost a lot of money. Pick through this list and see if you can find something you like: http://www.lens.com/view/polymacon.asp

Vita_man · #15 (**permalink**) 09-20-2011, 10:54 AM

Quote:

Originally Posted by pathfinder

Didn't they suggest an alternative? They couldn't say "Sorry, but those Natural Touch Opaque lenses have been discontinued. Ask your eye doctor for a prescription for _____ lenses instead"?

I did a bit of research and I found out that Expressions contact lenses are pretty close to Natural Touch.

Another alternative is to check out this list. These are all contact lenses that are made out of the same material as Natural Touch contact lenses, so they're at least similar. Many of them are vial lenses, which last a year and cost a lot of money. Pick through this list and see if you can find something you like: http://www.lens.com/view/polymacon.asp

Thanks for the link, pathfinder--or should I say "thanks for the path"?

Autonation · #16 (**permalink**) 09-22-2011, 09:33 AM

Quote:

Originally Posted by pathfinder

Didn't they suggest an alternative? They couldn't say "Sorry, but those Natural Touch Opaque lenses have been discontinued. Ask your eye doctor for a prescription for _____ lenses instead"?

I did a bit of research and I found out that Expressions contact lenses are pretty close to Natural Touch.

Another alternative is to check out this list. These are all contact lenses that are made out of the same material as Natural Touch contact lenses, so they're at least similar. Many of them are vial lenses, which last a year and cost a lot of money. Pick through this list and see if you can find something you like: http://www.lens.com/view/polymacon.asp

I hope dvb was able to use your information, pathfinder.

Aaroncablemom · #17 (**permalink**) 10-04-2011, 09:54 AM

Quote:

Originally Posted by dvb

Yes I ordered the Natural Touch Opaques in Sultry Grey in April from lens.com and I received them last week but one of the lenses is blurry so I can't wear it so I got in touch with lens.com and they said they've been discontinued so they can't send me a different lens. Now I am left with a pair of contacts that are useless to me seen as I can't get the faulty lens replaced. I do appreciate the fact that they fulfilled their obligation by sending me the lenses as they were described on their website and probably had no idea that one of them was faulty but at the end of the day I paid over £120 for a pair of contacts that are now useless to me. She did not suggest a different pair, just said that she can't send me a new lens due to them being discontinued.
I am soooo saaad

What's new dvb? Did you get this situation sorted out?

Vita_man · #18 (**permalink**) 10-05-2011, 03:40 PM

Quote:

Originally Posted by Aaroncablemom

What's new dvb? Did you get this situation sorted out?

I hope dvb isn't sad any more.

Beckifera · #19 (**permalink**) 11-07-2011, 04:37 PM

Seems like we're all waiting for an update from dvb. He/She said something about ordering "Natural Touch Opaques in Sultry Grey in April from lens.com" and paying "over £120 for a pair of contacts." Does that mean that Lens.com ships contact lenses to countries that pay in pounds?

Maybe they don't and therein lies the problem . . .

Aaroncablemom · #20 (**permalink**) 11-07-2011, 05:42 PM

Quote:

Originally Posted by Beckifera

Seems like we're all waiting for an update from dvb. He/She said something about ordering "Natural Touch Opaques in Sultry Grey in April from lens.com" and paying "over £120 for a pair of contacts." Does that mean that Lens.com ships contact lenses to countries that pay in pounds?

Maybe they don't and therein lies the problem . . .

Hmmm . . . that's a good point, Beckifera. I wonder why dvb said something about paying over 120 pounds for what I thought here American made lenses. Apparently I have more to learn about Natural Touch Opaques.

Eyebrowze · #21 (**permalink**) 11-09-2011, 04:30 PM

Quote:

Originally Posted by Aaroncablemom

Hmmm . . . that's a good point, Beckifera. I wonder why dvb said something about paying over 120 pounds for what I thought here American made lenses. Apparently I have more to learn about Natural Touch Opaques.

I thought that Natural Touch lenses were made in the US too. Well . . . I suppose they can be made in the US and shipped anywhere, right?