Customer Reviews (500)

sr1ny • 2025-03-05T11:17:20-07:00

Please add the lens gauge to the home page when you open the app Please add back the widget Why make the app less useful smh

SwankPeRFection • 2025-02-22T15:19:28-07:00

STOP CALLING ME with ordering reminders when you think my supply ran out!!! Add an option in Privacy in the account management portion of the app so the user can Opt Out of that! Why does your app show and charge a 9% sales tax rate when checking out with Apple Pay, but then the invoice is corrected to the appropriate tax rate for the state order is being placed from?! How has this NOT yet been fixed yet in over 3 years?!?!?!?!?

orvalle • 2025-02-18T15:06:48-07:00

Somewhere along the way either the designers or business owners totally lost sight of the REAL day to day use of this app. Sure, it’s very good for buying lenses. But that’s something customers buy annually or at least several months at a time. For those of us still wearing MONTHLY lenses— we want to check the LENS GAUGE. We’re using that for several months (up to a year) between purchases. That frequently used feature is now buried on the hamburger menu with eight other options. It used to be on the Home Screen or even tab bar at the bottom. Those of us who rely on the gauge can hope that someone will come to their senses and restore the gauge to the Home Screen somewhere.

Summary of Key Insights

The 1-800 Contacts app generally receives positive feedback, particularly regarding its convenience, ease of use, and excellent customer service. Users appreciate the ability to quickly reorder contacts, renew prescriptions through the ExpressExam feature, and the helpfulness of customer service representatives. However, some users report issues with the app's functionality, including glitches, difficulties with prescription verification, unexpected charges, and the removal of previously valued features like the lens gauge widget. There's a notable contrast between users who find the app seamless and those who encounter frustrating technical problems. The app's reliance on the online eye exam is a double-edged sword, seen as convenient by some but a potential source of unexpected costs and frustration by others.

Key Strengths:

  • Convenience and Ease of Use: Many users praise the app for making it easy to reorder contacts and renew prescriptions.
  • Excellent Customer Service: A recurring theme is the positive experience with customer service representatives.
  • Fast Shipping: Many reviewers highlight the quick delivery times.
  • ExpressExam Feature: Convenient for prescription renewals for some.

Key Weaknesses:

  • App Functionality Issues: Glitches, errors during ordering, and problems with prescription verification are reported.
  • Unexpected Charges: Users complain about unexpected charges for eye exams or incorrect tax rates.
  • Feature Removal: The removal of the lens gauge widget and Apple Watch app is a significant source of dissatisfaction for some users.
  • Inconsistent Pricing and Promotions: Some users report price discrepancies and issues with applying coupons.

Overall Sentiment: Positive, but with significant pockets of negative experiences.

Quantitative Metrics:

  • Overall Rating: Based on the score distribution, the average rating is approximately 4.1 stars.
  • Score Distribution:
    • 5-star: 72.8%
    • 4-star: 3%
    • 3-star: 4.4%
    • 2-star: 3.2%
    • 1-star: 16.6%

Data & Methodology Overview

  • Data Sample Size: 500 reviews
  • Time Frame: Not specified, but based on the content, reviews appear to be from the recent past.
  • Analysis Methods:
    • Sentiment Analysis: Identifying the overall positive, negative, or neutral sentiment expressed in the reviews.
    • Keyword Extraction: Identifying frequently mentioned keywords and phrases related to specific features, issues, and sentiments.
    • Thematic Analysis: Grouping related issues and suggestions into common themes.

Key User Pain Points

  • App Glitches and Errors: Many users reported issues with the app malfunctioning during the ordering process, including problems with payment, address changes, and prescription uploads. Impact: Frustration, lost time, and potential order errors.
  • Prescription Verification Issues: Users frequently complained about difficulties verifying their prescriptions, often being pushed to take the paid ExpressExam even with a valid prescription. Impact: Unexpected costs, delays in order fulfillment, and distrust of the service.
  • Unexpected Charges and Pricing Discrepancies: Some users reported unexpected charges for eye exams or incorrect sales tax rates. Others found price inconsistencies depending on how they accessed the site. Impact: Dissatisfaction, distrust, and perceived lack of transparency.
  • Feature Removal (Lens Gauge): A significant number of users expressed disappointment and frustration over the removal of the lens gauge widget, which they found highly useful. Impact: Reduced app utility and decreased user satisfaction.
  • Shipping Issues: Delayed shipping, particularly when expedited shipping was purchased, was a recurring complaint. Impact: Frustration and inconvenience, especially for users who rely on contacts for vision correction.
  • Poor Integration Between App and Website: Some users reported inconsistencies in account information and order details between the app and the website. Impact: Confusion and distrust.
  • Aggressive Marketing Tactics: Some users found the volume of calls, emails, and texts excessive and difficult to unsubscribe from. Impact: Annoyance and negative perception of the company.

Frequently Requested Features

  • Reinstatement of Lens Gauge Widget: Numerous users explicitly requested the return of the lens gauge widget for iOS and Apple Watch.
  • Improved Prescription Management: Users want a clearer and more reliable system for uploading, verifying, and managing prescriptions.
  • Direct Insurance Integration: Users desire the ability to directly link their insurance provider within the app for automatic benefit application.
  • Enhanced Search and Browsing: Some users want improved options for browsing different contact lens brands and types within the app.
  • Option to Opt-Out of Ordering Reminders: Users want more control over reminder notifications.
  • Clearer Communication About Out-of-Stock Items: Users want to be notified promptly if an item is out of stock.

Strengths and Positive Aspects

  • Convenience and Ease of Use: The app is generally praised for its ease of use, particularly for reordering contacts.
  • Excellent Customer Service: Many users highlighted the helpfulness, friendliness, and responsiveness of customer service representatives.
  • Fast Shipping: Quick delivery times were frequently mentioned as a positive aspect.
  • ExpressExam Feature: Some users found the online eye exam convenient and affordable.
  • Wide Selection of Contacts: Users appreciate the availability of various contact lens brands and types.
  • Price Matching and Guarantees: The company's price matching policy and "Gajillion Percent Promise" are seen as valuable benefits.
  • Text Reminders: Many users appreciate the text reminders for reordering contacts.

Prioritized Action Recommendations

High Priority:

  1. Address App Glitches and Errors: Investigate and resolve the reported app malfunctions during the ordering process (payment, address changes, prescription uploads). Impacts numerous users and directly affects revenue.
  2. Improve Prescription Verification Process: Streamline the prescription verification process, reduce the push for paid ExpressExams when valid prescriptions are available, and provide clearer communication about verification requirements. Reduces user frustration and builds trust.
  3. Reintroduce Lens Gauge Widget: Reinstate the lens gauge widget for iOS and Apple Watch due to the high demand and its impact on user satisfaction. Restores a valued feature and improves app utility.
  4. Fix Tax Calculation Errors: Correct the sales tax calculation errors reported during Apple Pay checkout. Addresses a financial inaccuracy and avoids legal issues.

Medium Priority:

  1. Enhance Communication About Out-of-Stock Items: Implement a system for promptly notifying users when an item is out of stock and providing alternative options. Improves transparency and reduces order delays.
  2. Improve Insurance Integration: Explore direct integration with insurance providers to automate benefit application. Enhances convenience and reduces customer service inquiries.
  3. Review and Adjust Marketing Tactics: Reduce the frequency of calls, emails, and texts, and ensure that users can easily unsubscribe from marketing communications. Improves user experience and avoids annoyance.
  4. Improve App and Website Integration: Ensure consistency in account information and order details between the app and the website. Reduces confusion and builds trust.

Low Priority:

  1. Enhance Search and Browsing: Improve options for browsing different contact lens brands and types within the app.
  2. Add Option for Contact Lens Insertion/Removal Reminders: Add optional reminders for inserting and removing contacts.
  3. Implement iPad Landscape View: Add landscape view support for the iPad app.

Opportunities for Startup Ideas

  • Subscription Management Platform for Vision Care: A platform that consolidates and manages subscriptions for contacts, solutions, and other vision care products from various providers, offering price comparison and automated reordering.
  • AI-Powered Contact Lens Recommendation Engine: An app that uses AI to analyze user eye health data, lifestyle factors, and preferences to recommend the most suitable contact lens brands and types.
  • Augmented Reality (AR) Contact Lens Fitting App: An app that uses AR to allow users to virtually "try on" different colored contact lenses or assess the fit of new lenses before purchasing.
  • Mobile Eye Exam Marketplace: A platform that connects users with licensed optometrists for remote eye exams, offering a range of exam options and price points.
  • Contact Lens Recycling Program: A service that facilitates the recycling of used contact lenses and packaging, addressing environmental concerns.

Trends and Observations

  • Feature Loss Backlash: The removal of the lens gauge widget generated significant negative sentiment, indicating the importance of carefully considering the impact of feature removals on user satisfaction.
  • ExpressExam Dichotomy: While some users appreciate the convenience of the ExpressExam, others view it as a potential source of unexpected costs and frustration, suggesting a need for greater transparency and clarity around the process.
  • Customer Service as a Differentiator: The consistently positive feedback about customer service highlights its importance as a key differentiator for 1-800 Contacts.
  • Technical Issues Impact Perception: Even with generally positive sentiment, technical issues and errors can significantly damage user perception and erode trust in the brand.

Conclusion

The 1-800 Contacts app offers significant convenience and value to its users, particularly through its ease of use and excellent customer service. However, unresolved technical issues, unexpected charges, and feature removals are negatively impacting user experience and potentially eroding trust. Addressing the prioritized action recommendations, particularly those related to app functionality, prescription verification, and the lens gauge widget, is crucial for maintaining and improving user satisfaction and ensuring the long-term success of the app.

Overall Recommendation: Focus on improving app stability, transparency, and responsiveness to user feedback to address existing pain points and capitalize on the app's strengths.

Original App Link

https://apps.apple.com/us/app/1-800-contacts/id515430900?uo=2