Charged my card even after I declined…
Charged my card even after I declined payment numerous times before. Wasn't able to pay my full rent and now I have to pay 150.00 in late fees. Very disappointed. Says it was supposed to be delivered today and when I tracked my package, the delivery date was changed sometime today to 8/23/25. Unacceptable. I'll get my refund but who's gonna refund me the 150.00 in late fees I now gotta pay due to your poor customer service
Reply from Waldo Contact Lenses
Hi Travis,
We are sorry to hear you feel you have not had a good WALDO experience.
WALDO is a subscription service, and the next charge date is advised at checkout, you would need to cancel by this date if you did not want to continue your subscription. This would also have been confirmed in your welcome email, which was sent explaining how the subscription works, how to amend your subscription and what will be charged. Our Terms and Conditions also explains how the subscription works. The 1st subscription order arrives 12 days after signing up for the free trial to ensure you would not be without lenses once the trial has finished.
Our customer service team are always more than happy to help at hello@hiwaldo.com and could have cancelled the subscription for you if you had contacted us, preventing any charges as opposed to declining the payment. Declining a payment does not cancel the charge, it simply postpones it to try again later, like all subscriptions. You are able to manage your subscription by simply logging in to your account to see the charge dates and move if needed, or order a month at a time rather than 3 months in bulk.
Anita @ Team WALDO