Lensplanet Reviews 

Gone into liquidation do not buy from!

I had used this company for many years, placed an order in November 2017, order wasn't received, all emails blamed supplies. Asked for a refund, kept being fobbed off with 'will take up to 5 working days for refund...' I got tired of this and managed to get a refund from my credit card company. I contacted Jersey trading standards, who repeated the same claim that they would refund me. Then told me to chase up with my credit card company. Today I was informed that the company has ceased trading but the website is still live which is wrong.

Here is the email verbatim:

'Dear Sir/Madam

Thank you if you have already replied to our initial email

You have placed an order via lensplanet.com or contactforlenses.com which are owned by Planet Connect Limited (the “Company”) and you are therefore a creditor of the Company. We would now like to further update you on the proposed actions. (HOWEVER, IF YOU HAVE BY NOW RECEIVED A REFUND BY CHARGEBACK FROM YOUR CREDIT CARD COMPANY, PLEASE IGNORE THIS EMAIL.)

As a creditor of the Company we write to notify you that the Company is no longer trading. As such the directors have been focusing on contacting the creditors of the Company as well as investigating the sale of its remaining assets, which, if successful, would allow the Company to repay its creditors by a proportion of 50/100 (subject to foreign exchange rate), which means that you would receive approximately 50% of what is owed to you; with respect to this compromise arrangement the Company should seek consent from 75% of its creditors (i.e. consent from creditors representing at least 75%, in number and in value, of the Company's outstanding debts). The directors have not received any other offers for the Company's assets.

Vistra (Jersey) Limited (which acts as a corporate service provider to the Company) would also like to declare its interests in the discussed agreement, namely, that it is also a trade creditor of the Company and that it will rank in line with all other trade creditors.

It is hoped that, should the sale be approved and be successful, the Company would be in a position to refund you in a timely manner. Although, at this point of negotiations, it is proposed that one of the trade creditor’s debts (who is also a shareholder and who would be repaid in the same ratio of 50/100) be paid in instalments over the next 5 years.

As the purchase offer received by the Company requires approval by no later than close of business 1 June 2018, please notify us of your vote on the proposed creditor arrangement by no later than 9 pm (UK time) on 1 June 2018. We apologise for the short notice but the asset offer has only been recently communicated to the directors; we understand that the offer could be withdrawn if the potential purchaser does not receive a timely response.

Please also note that the directors are of the opinion that, rather than a creditors’ winding up, the compromise arrangement set out above represents the best option for maximising the ratio of returning funds to its creditors.'

As you can see they're trying to enter a credit agreement by asking creditors to agreeing to receiving only 50% of their purchase amounts.

I advise everyone to contact their credit card companies (if you used a credit card), ask to challenge the purchase, in my case barclaycard refunded the full amount but mentioned that the company could challenge the refund (i.e. they could've have already refunded or sent me the order), but they never challenged it.

So this review is to warn everyone to not place any orders.

Very similar experience to everyone else. I have used them for years with no problems. Last October I ordered some lenses, when they didn't arrive I was told they did not have them in stock and that I should cancel my order for a refund. I did cancel my order and ordered new lenses which they had in stock. These lenses arrived OK. Unfortunately despite multiple emails to customer services and multiple assurances or reimbursement, this has never happened. I will not order from them again. Very unhappy. I will be forwarding my complete email trail to Jersey trading standards.

SCAM! AVOID! Took my money weeks ago but NO lenses were delivered, NO reply to my emails and the telephone number doesn't 0800 471 5234. Have they gone out of business?

Same as everyone else, I ordered contact lenses and paid for them. I never received them and got some generic email about how they can't feel my order or refund my money. I had ordered from them for years without problem.

omg.... now im also f,ucked, order for many years and now no answer on mail or product for 21 days.....

DO you also need to google known stores this days? :(((((

Wow. Same exact situation for me as the others. Ordered lenses in February '18. They never arrived. Lensplanet said they're no longer in stock. I canceled the order, but no refund. Several months and several emails later. Radio silence.

Used them OK in the past but they failed to deliver lenses in January 2018. Offered a refund that I have chased for months to no avail. It appears I am not the only one. Have now contacted Jersey Trading Standards as recommended by others.

I ordered lenses and my account was charged the next business day. After a month I received no lenses, no refund and no response.

Finally after 6 weeks I got an email saying “we aren’t in a position to fulfill orders or issue refunds.”

WTH?!?! Website is still up and running, taking people’s money!!!!

I have had EXACTLY the same experience as most of the customers below. I ordered lenses back in January (2018). I did not receive the order and, after chasing, I was informed that the lenses were out-of-stock, but should be delivered within 8-10 working days. Six weeks after the initial order, I still had not received the lenses so chased again and was told that they could not give me a delivery date but I could cancel and receive a refund if I wished. I cancelled, and was informed that I would receive the refund within 3-5 working days. I had not received the refund after three weeks from cancellation, so chased again. I was told to wait another 4-6 working days. Didn't receive a refund and all further correspondence was greeted with radio silence. Eventually I got in contact with Jersey Trading Standards who were amazing. Really responsive and practical. They got in touch with the company, and I quickly received the refund. I'd recommend that anyone who has had a problem with Lensplanet get in touch with Jersey Trading Standards.

I have had the same experience as everyone else. It is a scam company. Lenses never arrived . After months of emails that were very slowly answered by them I finally said I'd waited too long and asked for refund. This has never materialised either despite many more emails.
I'm searching for their managing director online to chase him. If I go the smalls claims court route to get my money back there is an upfront charge

I've had the same issue as everyone below!! I kept being told my dispatch date was delayed, so I eventually cancelled and asked for a refund, but have continually been told it would be 'with me in 3-4 days' by 'Jane' at customer service.

After seeing so many people have had the same issue, i've also just emailed Jersey Trading Standards.

I just wanted to add my experience to this site as well. LensPlanet is a complete fraud of a company. I ordered contact lenses on October 3rd, 2017. I contacted them on December 1st, 2017 and inquired about my order. They said the lenses were on backorder. I gave them the benefit of the doubt and took their word for it. On April 3rd, I contacted them via email and requested a refund. They said "4-6" business days. It's now April 24th and they haven't responded to my previous 3 emails. They know that VISA chargeback has a time limit. They simply wait it out by telling you it's on 'backorder' and then simply start ignoring you. THIS COMPANY IS A FRAUD AND SHOULD BE REPRIMANDED BY CONSUMER AFFAIRS. I recommend everyone who's been conned to submit a complaint with econsumer.gov

WOULD NOT RECOMMEND! Used this company for 10 years without problem until recently but they have been awful. As many others below have said the same has happened to me, ordered Contacts Lenses on 9th February, told 8-10 days. Got to March no sign of them. Emailed, told supplier issue, would send 8-10 days, still no sign, re emailed as there is no customer services phone number, told again 8-10 days, have by now run out of contact lenses and had to make rush order through another site. Asked to cancel order and refund, told via email that refund would be 4-6 working days. Did not come through, re emailed, told 3-5 working days no sign. Contacted bank as had paid on credit card £127.80, and it is now April so they could investigate. Also contacted Jersey Trading Standards, where they are based. They managed to get a refund for me so if you are having the same trouble, google Jersey Trading Standards and their email will come up. They have said that they can persue this for people but that not many people have come forward having issues and that they are refunding once they become involved. Good Luck

Oh my god I thought I am the only person who did
Not receive the product and nor the refund.
will they ever give me a refund of what I have purchased?????I am super worried....!!!!!

12th Feb: Ordered and paid for contact lenses from Lensplanet
26th Feb: No news so I chased them up - told will ship 8-10days.
20th March: No news so chased them up
21st March: They state will ship 8-10 days (supplier problems) - identical email to the one sent on the 26th Feb (cut and paste ?)
22nd march: I cancel and ask for refund.
To date no refund - I have chased on 4 occasions always to be told 'it will be passed to accounts dept and paid in 4-6 days'.
As of today my emails are not being answered possibly as I told them I would be reporting a fraud to the police and Jersey trading standards.
EDIT: 21/05/18 after 3 months and the intervention of trading standards I finally got my refund. If it had been 20 or 30 quid rather than over £100 I might have just given up. How many people do just that and get defrauded? Why aren't the authorities doing something?!

No contact lenses sent and no refund despite email back from Jane indicated refund has been processed. Scam.

I placed an order January 5th, it's been over 3 months now and I've not received a thing. I've sent several e-mails to "Jane" at customer service and just received one excuse after another. I've been told the contacts were on back order, the supplier was running low etc etc. Over a month ago now I was promised a refund and would receive it in 3-5 working days, never did, contacted her again and was told she had escalated it to her accounts department and I would receive it in 4-6 working days, nope. Received another response today stating that they are having some technical issues with their payment gateway and are unable to process refunds at this time. I've reported them to Trading Standard Service and would advise you to do the same!

Been using Lensplanet for years with great service. Then in January 2018 their business has become a woeful disgrace.
On 23rd January I ordered some common contact lenses, nothing specialist. They initially said after two weeks they had problems with their supplier and promised 8-10 further days to deliver. Fair enough...
They did not arrive and I requested a refund.
First request refund promised in 3-5 working days.
Second request refund promised 4-6 working days.
Today 29th March they are having problems with their computers and will refund "later next week".
I've instigated proceedings to recover my money and in no uncertain terms firmly told them what I think of how they operate. (It took restraint not to be abusive ... lol)
Avoid at all costs. You have been warned.

I would highly recommend if you have been promised a refund by Lensplanet and haven't received it to contact Jersey Trading Standards, it is the regulatory agency of business in their jurisdiction. Just Google it because email addresses aren't allowed in the review. After months of being promised a refund I wrote to them and a refund was finally, apparently processed. I placed my order in January and just got told a refund was processed today, March 23, we will see if it shows up on my account. According to the office I was working with if you haven't gotten a refund after 30 days of cancellation they have violated trading standards. These guys business model appears to be charging your card, not shipping the item and hope you don't notice. If you do, they promise you a refund and don't process it and again hope you don't notice. This seems to be fraud, they should in my opinion be shut down and the only way to do that is through writing trading standards with your issues. Further, the fact that they offer material for sale which they know they cannot ship is a violation of trading standards.

I ordered 14/02/2018 after weeks they said they didn't have my order in stock. They canceled my order on the 2nd of March and still no refund on the 23rd of March. They are the worse company I have ever dealt with. My next step is trading standards.