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Business Profile

Lenses

Eyeconic, Inc.

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Lenses.

Complaints

This profile includes complaints for Eyeconic, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see

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Eyeconic, Inc. has 2 locations, listed below.

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    Customer Complaints Summary

    • 48 total complaints in the last 3 years.
    • 15 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:05/21/2025

      Type:Product Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      5/21/2025 false advert for 20 % off any out of pocket costs, ****************************** didnt help, this is false advertisement ; for glasses and using insurance benefit,

      Business Response

      Date: 05/23/2025

      Dear Customer ********************** Representative:

      Please see the attached response to the complaint filed by Mr. ****** **** against Eyeconic, Complaint 23360107.

       

      Regards,

      **** St. Geme

      Senior Manager, Eyeconic Operations 

    • Initial Complaint

      Date:01/29/2025

      Type:Service or Repair Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      This company sent me contacts with the wrong medical prescription. Despite my paying for them 3 months ago, the company is now stating that they cannot fulfill my correct prescription until the END of February, meaning they will not be sending me the paid for product until 4 MONTHS after payment, ordering, and proving the correct RX which they erred on. In the meantime, they expect ME to go to the trouble of returning the WRONG product. I don't mind returning but hardly feel it my responsibility, particularly given their failures. This company consistently fails to provide any quality service and in response to their persistent errors, their customer ********************** department is unhelpful, slow to reply and generally ineffective. They are the preferred partner provider for my insurance which largely restricts my ordering options. Frankly, should be barred from any direct relation with *** altogether.

      Business Response

      Date: 01/31/2025

      Dear Customer Relations Representative: 

      Please see the attached response to the complaint filed with the Better Business Bureau by ******** ****** regarding her contact lens purchase made with Eyeconic, Complaint ID: ********.

      Regards,

      **** St. Geme

      Senior Manager, Eyeconic Operations

    • Initial Complaint

      Date:01/25/2025

      Type:Delivery Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      My order was placed on January 7 2025 and confirmed on January 10, 2025. I checked online for an updated status of my prescription order several times only to find out today (1/25/2025) that the item is backordered due to a production problem yet the agent, "*****" said it was a distributor problem. She stated PERHAPS the order will be shipped between 1/30/2025 and 2/3/2025 but maybe not. She refused to give me an accurate date despite they took the money for the order and NEVER advised during the order process that this was a "custom" order due to my prescription and that despite ordering the same product from ****** and Lomb never classified this as a custom order. I have run out of my current supply of contacts which puts my health at risk. Eyeconic FAILED to advised at the time of ordering that there would be an extraordinary delay for the prescription ordered lenses. This practice puts patients health at risk and places us at the mercy of a company that cannot be trusted to look out for our health. I do expect my time to be reimbursed that I have spent chasing down this order status and for the time I continue to chase down this order. I'm in a difficult situation also because they have my insurance benefit allocated to the order so its not possible to order from a different company. THEY MUST PUT THIS INFORMATION ON THEIR WEBSITE SO PATIENTS ARE ADVISED THAT PRODUCTS WILL NOT BE AVAILABLE FOR AN EXTENDED PERIOD OF TIME SO WE HAVE THE OPTION TO NOT ORDER. THIS WAS NEVER PROVIDED ON THE ORDER SELECTION OR DURING THE PAYMENT PROCESS. ***** ATTRIBUTED IT TO "COVID" - SERIOUSLY? My time is valuable so I expect the order to be delivered, cancelled and expedited release of my insurance benefit and reimbursement for my time. I want an ABSOLUTE date the prescription order will be delivered. I also contacted ****** Vision - manufacturer of the product - they stated there are NO MANUFACTURING DELAYS FOR THE **** I AM PRESCRIBED.

      Business Response

      Date: 01/28/2025

      Dear Customer ********************** Representative:

      Please see the attached response to complaint filed with the BBB by Mr. *** ********, Complaint ID: ********.

      Regards,

      **** St. Geme

      Senior Manager, Eyeconic Operations

      Customer Answer

      Date: 01/28/2025

       
      Better Business Bureau:

      I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me. I hope the communications are improve going forward.  Its not as easy to just cancel and re-order because my insurance is not available and could take up to 30 days to be updated.  

    • Initial Complaint

      Date:01/15/2025

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I purchased contacts from this company on 01/03, I updated my address at the time of purchase but the order was still shipped to the wrong address, when I notified them of the error on 01/11/2025, I was told they would ship my order and to allow 48 hrs. I did, I called back on 01/15 to inquire and was told they could not tell me where my order is and seemed unconcerned that they did not meet the 48 hr time frame they gave me. I need my contacts, so since they could not or would not provide me with any specifics I requested a refund from ***** (a supervisor) in customer **********************, he refused stating it was too late. I then asked for his supervisor, and he said he will pass my number along and someone will call me in two days. I offered to hold, and he refused. So now, My money is tied up, I dont have my contacts, my insurance benefits are also tied up. I cant go to my optometrist to get my contacts b/c my money and insurance are tied up and I have no recourse. I want what I paid for, my money back and a huge apology.

      Business Response

      Date: 01/17/2025

      Dear Customer ********************** Representative:

      Please see the attached response to the complaint filed against Eyeconic, Complaint ID: ********.

      Regards,

      **** St. Geme

      Senior Manager, Eyeconic Operations

      Customer Answer

      Date: 01/17/2025

      I am rejecting this response because: You have your facts incorrect. I entered my new address when the order was placed. The new address of ******************* was in my account, but ********************** neglected to send my order to the updated address. Not to mention when I called on the 13th, I was told I would have my contacts in 48 hours. That did not occur and is the reason I called back on the 15th. You also have your dates wrong. I called back on the 15th b/c I had not gotten any kind of tracking regarding my order as of 01/15/25.  I did not receive a call until 01/16/25 from ***** who informed me the contacts had just shipped on the 16th and I would get an email that day with tracking. I got the email with tracking on the 16th as he advised I also asked to speak to a supervisor who has yet to call me. Also , ***** told me a supervisor would call me in 2 days (rather than the 3 days you advised in your letter). Yes, when I called on the 15th (48 hrs from my first call on the 13th) I was told it would be another 48 hours. That was my frustration. It took 96 hours for me to get my contacts. You had my updated address in my eyeconic account when my contacts were shipped. I'm sure you can look into that and determine when I updated it. It was updated the day I placed the order and for whatever reason your software did not save my updated address. Eyeconic issue not mine. Also, did ***** advise you that I asked for a refund and he refused? Also, why have I not yet received a call from a supervisor. I think Eyeconic needs to take more responsibility for this situation that you did in your response. I asked for a supervisor and stated I would be happy to hold and was also refused. !  

      Business Response

      Date: 01/28/2025

      Dear Customer ********************** Representative:

      Please see the attached response to the rejection filed by ******* ****** against Eyeconic, Complaint ID: ********.

       

      Regards,

      **** St. Geme

      Senior Manager, Eyeconic Operations

    • Initial Complaint

      Date:01/12/2025

      Type:Product Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I am writing to express my dissatisfaction with the handling of my recent order, #EYECMO102601580. Despite following the process to select a frame and update my prescription, I was informedafter nearly three weeks of waitingthat the frame I chose was unavailable. This delay and inconvenience are frustrating, especially since the frame still shows as available on your website.Furthermore, I noticed that the replacement frames being offered have different pricing than the original frame I selected. This pricing discrepancy adds to my frustration and makes me question the reliability of your service.Hello ***,Thank you for placing an order with Eyeconic! We received a notification from our distributor that the frame you selected GG1584O is no longer available. We will be updating this on the site, however it may appear as available for a few more days.Our distributor cannot provide a specific date when your frame model will be available ******** avoid losing any vision benefits or payments already made, please browse our site for a new frame of equal or lesser value and respond to this email with the frame model, color, and size for processing. Please choose a new frame model with a single vision price that is of equal or lesser value than $355.We will move forward with the same lens type, progressive, and lens enhancements since we cannot edit the lens type on your order. Please note, we are unable to charge for any higher cost difference or edit any vision benefits attached to your order.If we do not receive a response within 7 days, we will need to cancel your order. We apologize for any inconvenience this may cause you.Please note: Some plans expire at the end of the year. If you have used 2024 benefits on your order, they may not be available after December 31, 2024. If you have any questions or concerns regarding your vision insurance, please contact member services.

      Business Response

      Date: 01/17/2025

      Dear Customer ********************** Representative:

      Please see the attached response to the complaint filed against Eyeconic by *** ******, Complaint ID: ********.

       

      Regards,

      **** St. Geme

      Operations Senior Manager, Eyeconic

    • Initial Complaint

      Date:12/18/2024

      Type:Service or Repair Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I ordered a pair of Oakley glasses earlier in the year. I had to start using them due to eye issues. they fell a few inches and the frame cracked. I didn't think nothing of it and called to submit a warranty thing they shouldn't break fall a short distance. I got denied because its not covered. when you spend over $300 dollars you would think Eyeconic will fix them. No they won't. they don't offer an protection plan for things like this for which I thought they would take care of it since they don't offer one. When I called to see the reason I didn't get answer but the warranty did cover it and to wait until January 1st to submit a claim to get new glasses. First of all I shouldn't have to do that so to me that says your money hungry from the consumer and from the insurance companies and you don't want to take responsibility of the product you sale. The worst part i never filed a claim with them.  

      Customer Answer

      Date: 12/18/2024

      This is my billing statement and my bank statement. The billing will show what I paid and what insurance paid.

      Business Response

      Date: 12/19/2024

      Dear Customer ********************** Representative,

      Please see the attached response to ******* *******, regarding his complaint against Eyeconic, Complaint ID: ********.

      Regards, 

      **** St. Geme

      Senior Manager, Eyeconic Operations

      Customer Answer

      Date: 12/19/2024

       
      Better Business Bureau:

      I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.

    • Initial Complaint

      Date:12/10/2024

      Type:Service or Repair Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      RE: Eyeconic online glasses April 2024 Eyeglasses under warranty broke and was denied replacements ***** after insurance No replacement or refund Cheap frames snapped after 8 months so now walking around with broken glasses and can not go without glasses.

      Business Response

      Date: 12/12/2024

      Dear Customer Relations Representative:

      Please see the attached response to the complaint filed with the Better Business Bureau by ***** **** versus Eyeconic, Complaint ID: ********.

      Regards,

      **** St. Geme

      Senior Manager, Eyeconic Operations

    • Initial Complaint

      Date:12/05/2024

      Type:Service or Repair Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I ordered a pair of Oakley glasses not 2 months later the frame broke they denied the warranty claim stating user misuse I am 36 years old paid $240.80 for a $440 pair of glasses thankfull for insurance there resolution is a $25 coupon which is not going to help any.

      Business Response

      Date: 12/10/2024

      Dear Customer ********************** Representative:

      Please see the attached response to the complaint filed by ******* ****** against Eyeconic, Complaint ID: ********.

       

      Regards,

      **** St. Geme

      Senior Manager, Eyeconic Operations

      Customer Answer

      Date: 12/11/2024

       
      Better Business Bureau:

      I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.

    • Initial Complaint

      Date:12/05/2024

      Type:Service or Repair Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I purchased a pair of glasses from [Seller] on November 23, 2024. Upon receiving them, I discovered that the right lens was dislodged from the frame, making it impossible to see clearly. I contacted [Seller] the same day and was assured that a replacement pair would be shipped within 5 business days. Today, I was informed that the frames are no longer available, and the process to receive a new pair will take 20 to 25 days. This delay and lack of communication have caused significant inconvenience, as I am left without functional glasses. I request that this matter be addressed promptly and satisfactorily.

      Business Response

      Date: 12/10/2024

      Dear Customer ********************** Representative:

      Please see the attached response to the complaint filed against Eyeconic by Mr. *********************** ID: ********.

      Regards,

      **** St. Geme

      Senior Manager, Eyeconic Operations

      Customer Answer

      Date: 12/10/2024

      I am rejecting this response because:

      They just justified their mistakes and miscommunication without offering any solution. Yes, the glasses were sent back to me, but never did the re-do they promised overs the phone. What a shame!


      Business Response

      Date: 12/19/2024

      Dear Customer ********************** Representative: 

      Please see the attached response to the rejection Mr. ******* sent to Eyeconic, Complaint ID: ********

       

      Regards,

      **** St. Geme

      Senior Manager, Eyeconic Operations

    • Initial Complaint

      Date:10/21/2024

      Type:Delivery Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I ordered glasses from Eyeconic on 8-27-24. They were shipped on 9-14-24. Wiithin 2 weeks the lens started to crack. I contacted Eyeconic by email twice they do not respond to my emails. My order previoulsy showed up on their webpage. The last time that I logged in, it no longer showe up. Their web page stated that they respond to emails with in ***** hours. It has bee over two weeks since the first email and a week since the second. There has still been no response.

      Business Response

      Date: 10/24/2024

      Dear Customer Relations Representative:

      Please see the attached response to Mr. **** **** concerning his complaint against Eyeconic, ID #********.

       

      Regards,

      **** St. Geme

      Senior Manager, Eyeconic Operations

      Customer Answer

      Date: 10/24/2024

       
      Better Business Bureau:

      I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.
       
      I have sent the business another email with a copy of the photo of my damaged glasses. I will be awaiting to see if I finally get a response.

    Eyeconic, Inc. is NOT a BBB Accredited Business.

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