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Their price match policy sucks. I called in with tons of offers I received on contacts. They didn't match a single one. Coastal has tons of policies that allow them to weasel their way out of honoring competitors' prices. Coastal's prices suck. Big waste of time.
I have been buying glasses from Coastal.com. In the last year I bought 7 pairs. However, one of the recently purchased pairs has what seems to be a manufacturing defect. These glasses have an anti scratch/anti blue light coating and the lenses are streaked. It is impossible to see through them. The frames are fine. I thought it would be simple to get a refund or replacement but that is not the case. The company first insisted to have a photograph of the streaks. Then they didn't like the photograph. Said it looked like scratches not streaks and I should send more photographs. I have spent over an hour to get the photos they wanted which clearly show both lenses are totally streaked. Now they told me I have to wait further for an optician to review the photos. I am shocked. I will not buy again.
Yesterday I received a reply from Coastal.com. They stated that they would not replace the lenses because "Upon checking, the warranty has lapsed the given time frame." These glasses were shipped in April 2021 and received in May 2021. Coastal offers a one year warranty for manufacturing defects. So now the company is acknowledging the manufacturing defect but refusing to honor its own warranty! Tip for consumers: Once you pay the money, it's just luck if you get a useable product.
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Coastal made the ordering process easy from beginning to end. The frames I initially wanted were not available. The rep I was working with helped me find a comparable pair at the same price. I was very happy with the service, my glasses arrived sooner than promised. Coastal rocks.
Similar experience to many other reviews I have read about Coastal.com. Placed an order for 5 boxes of contacts, after having the order delayed because of a prescription error, my package is now "lost" according to USPS, but Coastal refuses to issue me a refund without returning the product. How am I supposed to return a product I never received? Additionally they said they could replace the product, but I would have to return the first package, again never received it. I don't understand how this is possible, I spent over $100 and I am just supposed to be ok with not receiving the contacts, and also not receiving a refund. Isn't that just theft? Buyer beware, I think this is a scam and not a real business at all.
The glasses frames are a fairly cheap plastic, but I needed a pair due to COVID shutting down my normal provider. Should have known better. They broke 4 months in so I contacted customer support to get either a replacement or a refund based on the policies on their website. Coastal said, "Ship them back. We will give you a refund." But now 30 days after they broke and over 2 weeks past the automated email saying the return was received I have no refund and customer service ignores any emails sent.
I paid $8.95 for expedited (2-3 day shipping). Product was not shipped using priority shipping (nor did it arrive in 2-3 days after completion). Company refuses to provide a refund for the $8.95. Frames were brand name, but only provided with a generic case. They refuse to provide the case and will not provide any information showing the frames are new. I'm disgusted by their "customer service" -- DO NOT PURCHASE.
I ordered a pair of prescription Oakley Frogskins sunglasses on March 4, 2020. The price offered for the sunglasses with prescription lenses was $200 lower in price than some other competitors. I uploaded my prescription easily. My order was processed and delivered in under 10 days. I'm satisfied with the quality of the lenses, so far... Time will tell.
Purchased my eyeglasses a month or so ago, unfortunately the nose piece broke, asked if I could send to them to repair which I would pay for. Said no, told me find someone local, asked if I could buy the frame so I could have it repaired locally, NO. So, no service, will only sell you complete eyeglasses but not service them or sell you just the frames. Wouldn't recommend.
I have ordered 10 pairs of glasses over the past 4 years from Coastal. I continue to purchase from them because 1) I almost always love the glasses because I can easily search the frames by size, style and color, 2) If I don't love them, I can send them back with little to no hassle and 3) Their customer service has always been fantastic. What prompted me to finally post a review is my most recent experience with Coastal. I ordered a pair of $205 frames, plus upgraded lenses, a few days ago. I logged in to check the status of my order and saw that the frames are now on sale, making the same glasses $51 less than I paid. So I emailed their customer service department, not expecting that they would actually do it, but they are going to credit $51 back to my card to honor the sale price. Pretty cool!
I ordered contacts over a week ago. They got approved 3 days after I ordered. I patiently waited for my contact that came in 7 days later and were completely wrong! I immediately called the company to let them know the contacts that were shipped were not the contacts I ordered and that were confirmed by my doctor. No big deal right!? WRONG!
After being on the phone for over an hour just to exchange my wrong contacts and get my new contacts I was then told that they would have to do a whole return process and start new. Took another 30 minutes to do that. Then was told they had to verify the new order again, even though they were just verified 4 days ago! I asked to have them overnighted because I am now without contacts since they screwed up my order. I was told they couldn’t do that because they were already giving me a “discount” in the return because they weren’t charging me. What the **! I wouldn’t have a return if you didn’t screw up my order to begin with! SO, now I have to go another week, at the least without contacts because they wouldn’t fix their mistake and do the right thing. I will never order from them again. I’d rather pay more than give this company my money ever again. And that really sucks for them because my whole family has contacts or/and glasses.
Coastal.com author review by ConsumerAffairs Research Team
Founded in 2001, Coastal.com is an online glasses retailer that has built a reputation for excellence. They now sell their in-house designs in more than 150 countries. Each pair of glasses is still hand assembled at their facility to ensure top quality.
Free shipping: Never pay for shipping costs at a storefront, and never pay shipping costs at Coastal.com, with any qualifying purchase.
Complete line of lenses: Coastal.com offers a lot more than basic lenses. They even stock the new Kodak lenses designed to prevent eyestrain from digital devices.
Discount frames: Pay as little as 49 dollars for frames, with single vision lenses included in the price.
Durable materials: Get frames made from plastic, stainless steel, titanium and even wood.
Contact lenses: Offering contacts from five different top brands, buyers can find lenses that work for them.
Coastal.com Company Information
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