Acuvue Oasys Lenses Tear From the First Use

My name is Ece I****. On May 7, 2026, I purchased a six-month supply of Acuvue Oasys contact lenses through Lensci.com under order number 680682. I have been wearing contact lenses regularly for approximately 10 years, but the lenses I received with this order began tearing from the very first use. In addition, one of the lenses in the box was completely dried out and had no solution in its packaging. I received the product in Istanbul.

I reported the issue to the company on June 16, 2026. At their request, I sent them the last remaining intact lens for inspection on June 23, 2026. I was then kept waiting for a considerable amount of time, and eventually, on July 13, 2026, I was informed that a refund had supposedly been issued. However, no refund was actually credited to my bank account.

Although I contacted the company again and reported that I had not received the refund, they did not provide any clear explanation, proof of payment, or concrete solution confirming that the refund had actually been processed. They also stopped responding to my subsequent messages. I have therefore been left at a disadvantage both because I received a defective product and because the promised refund process has neither been transparent nor completed.

I request that the inconvenience caused by the defective product be properly addressed and that the refund I was promised be transferred to my bank account in full and without further delay. I also request clear and written information confirming the status of the refund and explaining exactly when and how the payment will be completed.