Clearly.co.nz Avis 

Clearly has always been the "go to" retailer for our glasses and contacts. However, I'm not sure what has changed in the past year, but with my last order it feels like a different outfit. Have the Aus/NZ ops been sold to a 3rd party? The website is slow and unpleasant to use. Parts of the website have a US contact details, some things, like chat with an agent are broken. Getting through on the phone is nearly impossible.

My order arrived within an expected timeframe, but the product was below expectations. I couldn't see through the glasses clearly. When my glasses were checked at the optician, they found that the prescription wasn't made correctly. Now I'm trying to generate returns for the order. After an hour on the phone I'm still nowhere nearer to actually return the order. The agent was unable to send me returns labels via an email and instead she kept sending me a tracking reference. Trying to generate a return online sends the website into a twist and it fails.

This really doesn't feel like a multi-million dollar retailer. Is it the time I looked elsewhere?

Nothing wrong with the online service just the absolute worse customer service if you need to make contact with them, they must have one person overseas that answers the calls. I will not use these guys anymore for that reason.

I was given information I wasn't asking about, and didn't realise I actually needed, based on what we were talking about. My direct questions were answered, and also extra information was given about whether I could still actually use the contacts I ordered. (Which I didn't know was a thing.) I was taken care of fully.

I'm struggling with hobby glasses having broken my usual ones. My first attempt to put an order in wouldnt let me use my visa. Then it did...
Then I noted that my shipping address was incorrect although I thought I had changed it...
Anyway, the help staff were efficient, helpful and quick to sort my problems.
Thanks Janine and then Jamie!

Claire was really helpful and patient - was just having one of those days and couldn't remember my perscription it would be good if you can still see your old perscription when reordering - thanks

I bought sunglasses from Clearly and they were great - it was suggested that I should try glasses for working on my computer - so I ordered some
These were not that great!
But the lovely people at Clearly launched into operation and sorted me some glasses with a slightly different prescription - and they worked very very well indeed - and they refunded the money for the ones that did not work
THEN they gave me a discount!!!
Superb

In the past I have always ordered my contacts from Clearly. Until my recent order. After several weeks they still hadn’t arrived. I rang them and they said they were out of stock and no idea when they will be in. I asked for a refund and they said that wasn’t possible as the order has already been processed. A couple of weeks had passed and I finally received only one eye prescription and not the other. Pretty pointless when you need to wear contacts in both eyes. Tried to call several times, emailed them and apparently the other eye prescription was discontinued. So I obviously wanted to return my original order, as it’s useless having only one eye without the other. Again tried to email them several times with what the issue was and they kept asking me why do I have to return them!!, I rang the number the email told me to ring (it was not the NZ number), tried the web chat to no avail. Finally I got hold of someone and I was able to return them. It seems they have sourced their customer service overseas and that could be the issue. Unfortunately I will never purchase from them again and my most recent experience.

Lester was so helpful and communicative! I was so stressed after I placed my order using the wrong address but they made this customer service experience so easy and seamless!

I order my contacts 3 months ago!! still don't have them! $280..I have battled with them, all the excuses took my money and nothing, have told me my prescriptions was not in stock, then discontinued, then they would refund my money, then say they cannot refund, then they say if they arrive to decline the courier.. I want either my money back or my contacts. in the meantime have gone to another supplier and received within 3 weeks!!
They are playing with peoples health and well being! i need to be able to see!!

Unfortunately terrible customer care. I placed an order 7990013 on 7/8/23 for Acuvue contact lenses. Waited for 12 days for my order. But nothing turned up. When I requested a refund, I was told there was a problem in the “backend” system. Over a month later 12/9/23 after numerous phone calls to the customer helpline and unresponsive emails. I am still without a refund or a satisfactory answer.

The same story and they can’t give me a date. Very disappointed with the service and company. I would not recommend clearly.co.nz

If I could give zero stars I would, this company is scamming people out of money. I made an order over a month ago, I've not received the items, I've sent multiple emails requesting a refund and they have refused, once I started talking consumer law with them they stopped all contact, will not reply at all to emails.
Disgusting. I purchased off this site instead of my usual because of the affordability, I'm a single parent and a student, I've not only lost the money I spent on clearly contact lenses, I've now had to go back to my usual, more expensive site to purchase.. AVOID purchasing through Clearly at all costs! You only need to read recent reviews to see this is happening constantly. I can only hope they get shut down. Criminals

Lester was very attentive and patient with me. Gave me all the information I asked for.

Their return system is broken, and I waited for 2 months for them to fix the issue, as they said, but they never did!

Appaling customer service,I suspect a scam, lens didnt arrive and I enquired to be told order cancelled, no refund, after days of trying to make contact

// EDIT: since my original experience, my experience with Clearly was very poor. No proactive communication about delays, no clear information on whether an order could be fulfilled by a date (more than a week later than the originally quoted delivery timeframe), unwillingness to cancel an order (with payment still pending, owing to those aforementioned delays), boilerplate responses from call centre and chat support. Won't be using again. //

User friendly customer experience and prompt delivery!

Haven’t heard back from emails. Realised it’s a scam and tried to cancel order which hasn’t been processed BEWARE OF THIS SITE!!!!!!!! Do NOT order 😔 lost money to these scammers.

I have placed an order on the 17 July and were told that the product is being discontinued at wich point my order was cancelled only on the 8th of August. Since then I have been following up my refund every week just to be told it's in progress. The original email said that the refund will be done in 7-8 days and I am still waiting. To top it, I have managed to order the same product from another supplier who confirmed that the product has not been discontinued. It's been nearly 2 months, can you please refund the money for my order. Thanks so much
Michelle

Like many others, have used Clearly previously and service was great. This time, order has been "In process" for 1 month, with no indication when it will be ready or ship. Clearly support are no help when they bother to even answer. About to charge back on my credit card as this now seems like a scam.