ComplaintsforMyEyelab

• Initial Complaint

  04/19/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I brought a pair of shades from *************** store and I asked for a refund and they want refund me my money I filed 04/11/2024 its 04/19/2024 corporate office is not willing to help and every time I go to the store they tell me the manager is not in and she wont call me no communication from the store at all I dont have the shades left them at the store so now they made in their minds they going to remake them without asking me anything thing they making all the decision for me without talking to me. I just want a refund. Please help me with some kind of advice.

  Business response

  04/22/2024

  We're sorry to hear about the challenges you've faced with ******* Optical regarding your refund request for the shades. We understand how frustrating it can be when you're not receiving the assistance and communication you need. Rest assured, we're here to help guide you through this process and ensure that your concerns are addressed promptly.

  Business response

  04/22/2024

  We're sorry to hear about the challenges you've faced with ******* Optical regarding your refund request for the shades. We understand how frustrating it can be when you're not receiving the assistance and communication you need. Rest assured, we're here to help guide you through this process and ensure that your concerns are addressed promptly.

  Business response

  04/29/2024

  We ordered new frames for the patient at no charge to replace the damaged ones she had. There was multiple communications with the patient. The new frames and lenses are ready for pick up at the store. If more information or assistance is needed, don't hesitate to reach out. 

  Business response

  04/29/2024

  We ordered new frames for the patient at no charge to replace the damaged ones she had. There was multiple communications with the patient. The new frames and lenses are ready for pick up at the store. If more information or assistance is needed, don't hesitate to reach out. 

• Initial Complaint

  01/17/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a pair of glasses with this provider in Miami .I paid almost $607.00 for the glasses the glasses on both lenses are pealing, it seems the product or the lens material are low quality.I went back to the store and requested them to replace the lenses I paid a good amount of money and is been less than a year and the product is pealing.They said I need to pay an additional fee of 20% of the value of my glasses so they can replace the lenses. I am very disappointed and frustrated because this glasses are for me to see and I need them, this store is only interested in collecting money in order to solve a problem knowing their products are bad quality.The manager of the store a lady that didnt give her name, refused to help me, she said to contact the main office. The main office gave me a case number and its been a week and nothing has been resolved. My case number is ********** The employee that file the claim is *****. Please BBB help me get a solution, and for the business My eye lab to take responsibility and fix my glasses.I want them to replace the lenses on both glasses at no extra charge is not fair they want to charge me for a defective product.

  Business response

  01/19/2024

  We sincerely apologize for any inconvenience with your eyeglasses. Our team is reviewing your case and will contact you soon to discuss the resolution. Thank you for your understanding.

  Business response

  01/22/2024

  I hope this message finds you well. We appreciate your continued trust in our services and your recent inquiry regarding the guarantee on your glasses.
  Upon a thorough evaluation of your lenses, we observed that the damages, specifically deep scratches, fall outside the scope of the guarantee we offer. It's essential to clarify that, unfortunately, we do not honor this type of damage under our current policy. Despite this, we genuinely value your satisfaction and are committed to finding a resolution that leaves you content with your eyewear experience. We understand the importance of clear communication and would be more than happy to discuss this further with you. Please go back to our store so our staff can help you with the options given last time you visited us. We're glad to help. 

• Initial Complaint

  12/06/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I went to my eyelab for an eye exam located at Wednesday, November 15, 2023 | 10:00 AM My Eyelab - ****** ************************************************************************************** 1 ************** I purchased contacts and glasses which total = ****** My order was stated that it was ready for pickup on November 30 but when I went to the location it was closed. Every time I call the **** number they always tell me they are waiting for my order to be shipped.I think this place is out of business due to the non-communication and I'm asking for a refund for all of the money I have paid. I do not have any contacts or glasses to this date and everytime I call, they always say they are waiting for my order.

  Business response

  12/12/2023

  We apologize for the inconvenience you've faced with your recent order at My Eyelab. Our team is actively working to resolve this issue promptly. Expect updates shortly. Your satisfaction is our priority.

• Initial Complaint

  11/25/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 8/26/21 I had an appt with Bjorn My Eyelab at ********************************************** ************** As I sat there in the waiting area I could hear loud snoring sound coming from the office. I had my appt. I gave him a pair of White trimmed in gold Prada frames for my prescription lenses. My glasses were to ready approx 9/9/21 I assumed they were not ready since I did not receive a call. In about a wk I called to check and was told my glasses was not in. I waited a couple of days then I went to check. They looked in the drawers to see if they had come in and I called the 800 number to see if they knew when they would be ready and they couldn't tell me what happened to my frames. When I stopped by another my eyelab at a later date received a paper that said my order was cancelled on 9/2/21 in which I did not understand because I did not cancel . My Driver's License require that I wear corrective lenses. Anyway I never received my prescription glasses or just the Prada back. I have been there and to another location and they want me to select a pair of frames to replace my Prada frames but so far I have not found any. To this date I have not received my Prada frames, replacement of equal value or compensation for the Prada frames. On 4/20/22 I had my eyes rechecked because after all this went wrong I did not feel they were competent. My Prada frames were used; about 2 yrs old. I paid $400 for them. I looked on **** and different web sites trying to find some like them.

  Business response

  11/27/2023

  We apologize for the inconvenience with your eyeglass order at our *********, ** location. We're actively working to locate or replace your Prada frames and provide suitable compensation for the inconvenience. Thank you for your patience.

  Business response

  12/06/2023

  I wanted to provide you with a positive update regarding the case, after our communication, the client has expressed satisfaction and confirmed their intention to visit our facility tomorrow to obtain new glasses.

  Business response

  12/11/2023

  We are happy that we were able to get to a resolution. If there are any further concerns or if the patient requires additional assistance, please don't hesitate to reach out to us. Our team is here to ensure a positive experience, and we appreciate your understanding.

• Initial Complaint

  10/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased eye glasses and contacts. Was charge 50 for the contact fitting service and 127 for a 30 day supply of contacts. They are refusing to refund the 50 dollar fee even though the results of that service were completely unusable and would have been detrimental to my eyesight if Id worn them

  Business response

  10/27/2023

  We regret to hear about your unpleasant experience, and we sincerely apologize for any inconvenience caused. Our team will promptly investigate the matter and reach out to you shortly for resolution.

  Business response

  11/03/2023

  We had a conversation with the patient regarding their contact lens (CL) prescription and their vision needs. During the contact lens exam, it was determined that the patient required correction for both distance and near vision. However, the patient chose to opt for distance correction CL only and selected progressive lenses for their glasses.
  After the CL trials were ordered and the patient tried them, they contacted us to express concerns about blurry up-close vision. We took the time to explain and reiterate to the patient that their vision issue was due to their need for both near and distance correction, and we offered suitable alternatives such as monovision or multifocal CL options. Unfortunately, the patient declined these alternatives and also refused a recheck.
  Recognizing the patient's dissatisfaction, we extended the offer to refund the CL purchase, as they no longer wished to proceed with it. During this conversation, the patient inquired about the CL fitting. We clarified that the fitting is an integral part of the contact lens exam, and the trials were ordered in alignment with the patient's specific needs. Consequently, we couldn't issue a refund for the trials as they were designed to serve their intended purpose.
  We understand the patient's concerns, and we sincerely apologize that we couldn't provide a more favorable resolution in this case. We remain committed to ensuring our patients' satisfaction and addressing their vision needs to the best of our abilities.

  Customer response

  11/07/2023

   
  Complaint: 20787989
  
  I am rejecting this response because:  I never opted for distance vision only.  I opted for contacts that would make me able to see.  And it actually damaged my vision instead.  I do not accept your explanation and am still expecting a full refund 
  
  Sincerely,
  
  ***********************

  Customer response

  11/07/2023

   
  Complaint: 20787989
  
  I am rejecting this response because:  I never opted for distance vision only.  I opted for contacts that would make me able to see.  And it actually damaged my vision instead.  I do not accept your explanation and am still expecting a full refund 
  
  Sincerely,
  
  ***********************

  Customer response

  11/07/2023

   
  Complaint: 20787989
  
  I am rejecting this response because:  I never opted for distance vision only.  I opted for contacts that would make me able to see.  And it actually damaged my vision instead.  I do not accept your explanation and am still expecting a full refund 
  
  Sincerely,
  
  ***********************

  Business response

  11/08/2023

  We apologize that this may not be the answer you expected. We are committed to providing the best service. Unfortunately, we cannot proceed with a full refund as these were professional services provided and are non-refundable

  Business response

  11/13/2023

  We would like to inquire if there are any additional concerns that require attention so that we can proceed to assist you further. Your satisfaction is our priority, and we want to ensure that all your needs and questions are addressed appropriately

  Customer response

  11/25/2023

   
  Complaint: 20787989
  
  I am rejecting this response because: I have not received a refund which is the only acceptable outcome for the inability to provide the services offered.  I see why myeyelabs reviews are so poor. Process my full refund please 
  
  Sincerely,
  
  ***********************

  Business response

  11/27/2023

  We sincerely appreciate your understanding and patience as we carefully reviewed your request for a refund on the eye exam. After thorough consideration, we regret to inform you that we are unable to process the refund at this time. We understand the importance of your concerns, and we genuinely apologize for any inconvenience caused.

• Initial Complaint

  10/25/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I recently purchased 2- pairs of glasses earlier this year and the coatings are already delaminating and bubbling around the edges. I paid about $350 out of pocket and on top of my insurance coverage. I contacted them and they said no problem the lenses are warranted. When I arrived they told me my share of the warranty was $113.

  Business response

  10/27/2023

  We regret to hear about your unpleasant experience, and we sincerely apologize for any inconvenience caused. Our team will promptly investigate the matter and reach out to you shortly for resolution.

  Business response

  10/30/2023

  The patient visited with concerns about the peeling coating on his glasses, and it was explained that he has an active warranty. However, the patient mentioned leaving his glasses in the car frequently, which may have caused the coating issue due to heat exposure. The cost of the warranty was discussed, with a 20% discount offered, but the patient declined, expressing frustration. Despite efforts to accommodate, the patient chose to seek services elsewhere, and an exchange became confrontational. We regret any inconvenience and hope to assist patients effectively in the future.

• Initial Complaint

  10/08/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Received an eye prescription from my ophthalmologists visited my eye lab on 08/21/23 and made a purchase. 1. Tried glasses on then stated there seem to be a problem with the right lense, answer given maybe the eyes need to adjust to the ********. Days past, right lenes did not come into focus some type of blur, no real anti glare, poor lenes quality 3. Emailed and texted business listed on BBB website to no avail! 4. Called customer svs who stated they did not understand why the Manager denied a refund its is there policy to refund within 30 days, she called the Manager told he is at lunch 5. Stopped by the location on 9.29.23 spoke to an associate, Manager at lunch. Refused refund but told all the different options stating they are NOT corporate owned but franchised. Took my name and number told the Manager will call, no call! Received text on 9.30.23 stating I need to reschedule my appointment. 6. Manager finally called I requested a refund so I can make a purchase. Manager blamed stated I need to get my eye check again, and came up with different option that he is willing to do! I just need a refund to move on. 7 I have not heard back from the company and have no glasses that I can wear 8. Also told that their premium lense is not a full prescription (so I will have poor peripheral vision). So I explained that I have restrictive lense due to poor peripheral vision I require a full prescription, no bifocal 9. This is an eye scam, with poor quality lenses that are over priced, poor lenes quality

  Business response

  10/09/2023

  We apologize for the inconvenience you've faced regarding your refund request. We will investigate the matter and get back to you shortly. Thank you for bringing this to our attention, and we appreciate your patience during this process.

  Customer response

  10/12/2023

   
  Complaint: 20710381
  
  I am rejecting this response because: I contacted this company regarding g this matter numerous times! The consumer is given the run around.  My Eye Lab is a scam a company without good intentions. No customer need to beg for a refund especially when it comes to an inferior product! 
  
  Sincerely,
  
  ***************************

  Business response

  11/02/2023

  We apologize for the delay; we are working hard to get this resolved as soon as possible.  

  Business response

  11/02/2023

  We would like to kindly confirm your request for a refund. According to our records, we previously reached an agreement to troubleshoot the lenses, and a remake was initiated in our system on October 31st. We appreciate your patience and understanding during this process and want to ensure that the accommodation aligns with your preferences. Please let us know if this resolution works for you.

  Customer response

  11/06/2023

   
  Complaint: 20710381
  
  I am rejecting this response because:

  I prefer a refund, but since the company insist, they can make this situation right, I will allow them a chance.
  
  Sincerely,
  
  ***************************

  Business response

  11/08/2023

  We appreciate the opportunity to make things right for you. If you have any questions, please feel free to reach out.

• Initial Complaint

  09/25/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  8 months ago, I purchased glasses from MyEyelab in ****** **. The coating is coming off of tbe lenses on both pairs of glasses we purchased. They are refusing to fix as their is no warranty on the lenses Eben though when the glasses were purchased I was told the glasses were under warranty for one year. It has only been since January 2023

  Business response

  09/28/2023

  We're pleased to inform you that we will be remaking your glasses and have included an Anti-glare coating and Lens warranty to prevent any future issues. We apologize for any inconvenience you've experienced, and we sincerely appreciate your patience and understanding. If you have any questions or need further assistance, please don't hesitate to contact us. Your satisfaction is our priority.

• Initial Complaint

  09/11/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  My eyeglass prescription was for progressive bifocals. I thought I was ordering progressive bifocals & the tech took it upon herself to order single vision glasses. When I picked them up, and put them on, they looked weird but I took them home to give them a try (I thought I was getting a migraine and my vision was just off). I called the very next day letting My EyeLab know that I think I got the wrong prescription. the tech who helped me spoke to me and argued with me and said that she changed it because I said I didn't have a real issue seeing far away. When I told her that that was not going to work for me, that I want what I was supposed to have been prescribed I was informed that I could make an appointment so I would not have to be a walk-in and they would take care of me and I might have to pay a difference. I called back to this location 2 times because I had an upper respiratory infection and didn't feel like coming in. I then receive a call and a text message from a tech at this location telling me that my medication I am on causes flu like symptoms, lowered autoimmune issues and upper respiratory infections and she just wanted me to know. I responded back that I felt this was a very strange text since she sought my medical records to text me regarding a non eye issue and I felt violated and very uncomfortable. I called the manger, who did not call me back for over 24 hrs and only after I called him multiple times. He called me back and was very disrespectful to me, telling me I was in the wrong and that they did nothing wrong. When I told him that I just wanted a refund now because now I am uncomfortable, I cannot get resolution and just want my money back. i was told "No" and to "go ahead and contact corporate. You are not getting anything.". I feel I am being retaliated against. I was willing to just get my glasses corrected to what they were supposed to have been. Now, I have been inappropriately contacted & refuse to make this right.

  Business response

  09/12/2023

  We apologize for any inconvenience caused and remain committed to providing better communication and service in the future. We will review the situation and contact you soon. 

  Business response

  09/13/2023

  Thank you for your understanding of our store's position. Our primary goal is to ensure our patients are satisfied with their eyewear. At this moment, we wouldn't be able to honor a refund since the initial request was made based on the patient's specifications and the Eye Exam is a non-refundable service. However, we can proceed with a remake of the glasses, honoring the patient's request to have Progressive lenses. Your satisfaction is important to us, and we are committed to delivering the eyewear that meets your needs. If you have any further questions or would like to move forward with the remake, please don't hesitate to contact us.

  Customer response

  09/14/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find their offer to correctly make my glasses as prescribed is satisfactory to me as long as I do not have to speak to the store manager or ***********  The store manager was extremely rude and ***** personally texting me has made me extremely uncomfortable.  I would also like all of my medical records returned to me.  
  
  Sincerely,
  
  ***********************

• Initial Complaint

  09/09/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I purchased 2 pairs of glasses from the store in *********. The screws holding the ear pieces on came out of both pairs! I attempted to take them in to ************* store. It appears that they packed up and moved without a sign on the door or anything. I went to 2 other locationsanother one on ********* and one in *************. They are closed as well!

  Business response

  09/11/2023

  We regret the permanent store closure a few months ago. We've reached out to fulfill pending orders. If you have a minor repair concern, visit any of our open stores, and we'll assist you promptly.
  Thank you for your patience and trust

  Customer response

  09/12/2023

   
  Complaint: 20578960
  
  I am rejecting this response because:

  This is not a minor repair concern!  Its a major manufacturing issue.  This is the SECOND time the screws fell out of one pair.  And now that there are issues with both pairs its time for your company to admit they are flawed.  I have worn glasses for many years.  This is the FIRST time Ive ever had issues like this.  Your product is sub par.  Reviews will be left on both ****** as well as yelp.  Especially since you fail to admit that there is a problem.  

  
  Sincerely,
  
  *************************

  Business response

  09/25/2023

  We've made multiple attempts to contact the patient, leaving two voicemails, but have not received a response. If you're reading this, please feel free to visit our store in **********, and we'll be more than happy to assist you in person. Your satisfaction is important to **, and we're here to help.

*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. ↩