Complaints

This profile includes complaints for Stanton Optical's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Stanton Optical

  1615 S Congress Ave Ste 105 Delray Beach, FL 33445-6326

• 

  Stanton Optical

  2840 NW Federal Hwy Stuart, FL 34994-9253

• 

  Stanton Optical

  3331 Northlake Blvd STE 1 Palm Beach Gardens, FL 33403-1716

• 

  Stanton Optical

  280 Blanding Blvd Ste 1 Orange Park, FL 32073-3362

• 

  Stanton Optical

  3321 SW Archer Rd Gainesville, FL 32608-1745

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.

• Initial Complaint

  Date:04/24/2025

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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 eye glasses from Stanton Optical (formerly eyetx optical/ office no. 1147 ) on 3-27-2025 (order number ********) and had not received them by today 4-24-2025. I drove to the office to inquire where they are. It turns out they have been there for several weeks sitting on a shelf. Anyway, at this point they said it just came in today and disappeared into the office and came out with the glasses and a notation I was notified minutes earlier by my cell and a email. That would not be possible because my cell was in my pocket and the email was time dated at the time I was sitting there. My problem is I don't feel confident to use them again (my optometrist of three decades sold his practice to Stanton but still works there) until the office manager/staff receive additional training on how to run a professional practice.

  Business Response

  Date: 04/25/2025

  We sincerely apologize for the experience you had and appreciate you taking the time to share your feedback. We understand how frustrating it must have been to discover that your glasses had been ready for some time without proper notification, and we regret the confusion that occurred during your visit. A team member will be reaching out soon. 

  Business Response

  Date: 04/25/2025

  We're very sorry to hear about your recent experience, and we truly understand how frustrating it must have been for you. However, we kindly want to clarify that our records show your last visit with Stanton Optical was back in 2020, and we are not affiliated with EyeTx Optical. It's possible there was some confusion due to changes in location or business names in your area, but we want to make sure you're assisted by the correct provider.
  If there's ever anything we can help with regarding your past visit with us, feel free to reach outwere here to help. Thank you for bringing this to our attention, and we hope your current concerns are resolved quickly with the appropriate office.

  Customer Answer

  Date: 04/25/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. The company involved was Acuity Optical ... I apologize.  I have actually used your store on I35 and found it to be top notch in all regards.  
  
  Sincerely,
  
  J ****** ******

• Initial Complaint

  Date:04/09/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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 went in and paid for glasses, which an incorrect prescription. I returned the glasses and received a refund for the glasses, however, they kept part of the refund for the eye exam. I called and argued the charge, since the prescription they gave me was entirely wrong. I even told them what my previous prescription was and what they gave me after contacting my regular eye doctor and what they gave me was ***** weaker than my previous prescription from April 2024. They still refused to refund the eye exam and told me instead to go back in for another exam repeatedly.

  Business Response

  Date: 04/11/2025

  Thank you for bringing this to our attention, and were truly sorry for the experience you've had.
  We understand how frustrating it must be to deal with an incorrect prescription and the challenges that followed. Your concerns are important to us, and we want to make things right.
  A member of our team will be reaching out to you shortly to follow up and discuss the next steps.

  Customer Answer

  Date: 04/11/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. It saddens me that it took the Better Business Bureau reaching out to get this resolved and to get a call back, despite me having called myself and waiting on hold for 10 minutes only to end the call with a promise for a manager to call me back within an hour. 2 days later I received a call that didn't mention my call but instead my ****** review.

   

  Thank you for resolivng the matter.
  
  Sincerely,
  
  ******* ********

• Initial Complaint

  Date:04/03/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 wife ***** ***** purchased glasses from the Stanton Optical Store in ******. The glasses did not work as she was unable to adapt to the progressive lenses that made her ill and unable to navigate. After multiple discussions with the staff there, she returned the glasses and was told she would get a full refund, less the exam cost. This all occurred in December 2024. We made multiple calls to the store over the period of January asking for a full refund and was told it would take up to 3-6 weeks. I, ***** *****, called the **************** on March 8, 2025, and was told that they contacted the store and we would hear back from the store within 24 hours. We never heard back from either the ****** store or the ****************. I once again called the **************** on April 1st, and was told they had no record of any such call or action, but they said the ****** store would call us within 24 hours. After 72 hours of not hearing from them, I called the **************** again and this time they said, that ***** would have to call as they are not permitted to deal with anyone other than the patient. That was the first time we were told that by ****************. The ****** store will not return our phone calls and the **************** appears to be using every excuse possible. My wife has asked me to do this as she has grown frustrated trying to get our money refunded, especially after we have been told numerous times we would get a refund.

  Business Response

  Date: 04/04/2025

  Were very sorry to hear about the experience you and your wife have had, and we sincerely apologize for the delays and lack of follow-up youve encountered. We understand how frustrating this must be, especially after being told a refund would be issued. This isnt the level of service we aim to provide, and we truly regret the inconvenience caused. Our team will be reaching out as soon as possible to help resolve this and ensure it gets the proper attention.

  Business Response

  Date: 04/05/2025

  We have proceeded with the refund for $705.66, and it might take 3 to 5 business days to show on your account, depending on the bank's time frame. if more assistance is needed dont hesitate to reach out. 

  Business Response

  Date: 04/05/2025

  We have proceeded with the refund for $705.66, and it might take 3 to 5 business days to show on your account, depending on the bank's time frame. if more assistance is needed dont hesitate to reach out. 

• Initial Complaint

  Date:04/02/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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.

  Date of transaction: 3/27 Amount : ****** or 20 for the contact club purchase I went to get an eye contact lens exam to get a prescription; I got two eye exams ( virtual visits both of them) and in the end I did not get a prescription; they did not clearly explain why and referred me to a specialist because my vision needs a specialist. They charged me for the eye exam . I called the complaint hotline on 4/2/2025 for a refund for the exam. The complaint line stated they do not refund eye exams and they transferred me to the local Stanton optical so that they can give me my prescription; I was received by a man and I explained to him the issue ; that i got charged for the eye exam and I did not get a prescription. He stated that they do not refund eye exams but that he could get me a prescription and email it to me. I have yet to receive a prescription by email; I know the reason is because they said they could not give me a prescription despite giving me two eye exams in one appointment. I asked the man if he could refund the contact club purchase of 20 dollars but he said they did give me an eye prescription and he would send it by email ( which i have yet to receive either a prescription or a partial refund).

  Business Response

  Date: 04/04/2025

  Were truly sorry to hear about your experience and the confusion surrounding your exam and prescription. Its never our intention to leave you feeling frustrated or without clear answers. We understand how important it is to receive the service you paid for, and we sincerely apologize for the inconvenience and lack of follow-through. Well be reaching out to you shortly to address this matter directly and help make it right.

  Business Response

  Date: 04/11/2025

  As discussed, weve completed the refund in full, and it has been processed accordingly. We're sorry this experience did not meet expectations and are committed to using this feedback to improve the service we provide to all our patients.
  If there's anything further we can assist with, please dont hesitate to reach out. We sincerely thank you for your patience.

  Customer Answer

  Date: 04/12/2025

   
  Complaint: 23151677
  
  I am rejecting this response because: The complaint was made through telephone and they had stated I had a prescription and would send it by email and they had not followed through . They said they  would send me a prescription and they have not sent it.  It's been more than a week since they stated they would send me my prescription and no reply from the store neither through telephone nor email. I was not given a prescription and then they stated i had one so someone was giving false information.
  
  Sincerely,
  
  ****** ***

  Business Response

  Date: 04/12/2025

  Thank you for reaching out. Were truly sorry for any confusion or inconvenience youve experienced. At this time, were unable to provide a prescription because your eye exam was not conclusive. You were referred to one of our onsite doctors to complete the full exam, but that follow-up was not completed.
  Since a full refund has been processed, it is as if the exam was never finalized or paid for, and without a completed exam, were unable to issue a prescription. We appreciate your understanding, and if you have any questions or need further assistance, were here to help

  Customer Answer

  Date: 04/12/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****** ***

• Initial Complaint

  Date:03/24/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 went to Stanton Optical around August 5th 2024, i did the free eye exam and got 2 frames. i spent $342.93 thinking id spend $79 or close to $150.. i wasnt spoken to about pricing but whatever. my glasses took more than 2 weeks to arrive, i try them on and theyre the wrong prescription. i made a follow up appointment to redo them in november, another free eye exam and they sent my glasses back. 2 more weeks and i get them, only one pair is at the store. that pair was my correct prescription (the previous eye doctor didnt do it right) but the other pair was no where to found. they said theyd text me. ***** days go by AGAIN, i go to the store to pick up my glasses and to my surprise.. WRONG AGAIN! its about to be december at this point and i ask them to please find my correct prescription because i paid over $300 for two glasses. fast forward, i wait some more. i was very clear on what was wrong and when i go again in January, HE ORDERED THE WRONG GLASSES AND PRESCRIPTION. i was very patient but i was so upset i took the glasses and left. he didnt seem to care. i keep contacting customer service and they are NO help, always redirecting me to the store. i want a REFUND. im not longer patient nor do i want to be. this is the stanton optical in **********************************************. the worst customer service from who seems to be the manager, he is rude and sassy and only cares about money. ive read reviews about him on their website after countless visits and its all true. i just wanted glasses because i need them to drive at night but this has been the worst experience ever. now im stuck with 2 pairs of glasses that are useless and $300+ less that i couldve taken elsewhere and had a better experience. i am truly disappointed and feel my time and money has been wasted. the last pair of glasses that were wrong after being remade for the millionth time i received in March 2025.

  Business Response

  Date: 03/29/2025

  We sincerely apologize for the frustration and inconvenience you have experienced throughout this process. This is not the experience we want for our customers, and we understand how disappointing this situation has been for you.
  We appreciate your patience and the time youve spent trying to resolve this. We will be reaching out to you shortly to discuss the next steps and work toward a resolution. Please know that your feedback is important to us, and we take these matters seriously.
  Thank you for bringing this to our attention. We will be in touch soon.

• Initial Complaint

  Date:03/24/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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 scheduled an appointment on 3/23/2025 at 2 PM at the ************************************************ location. I asked to repair my glasses when first signed in and was told it was a 20 fee and it would take up to 48 hours. Immediate said there is a better deal at *******, and Ill go there instead. I've been doing my eye exams at ****** Optical for over 5 years and never have I once been told I have to have a slight astigmatism corrected. This particular visit, I did I waited almost 10 minutes for the technician to start to perform the eye exam without any explanation. Once the exam was complete, the technician said I had an astigmatism, and the contacts would be $225 instead of the $149. I promptly to the technician I wasn't interested in correcting the astigmatism, I only wanted the prescription for multifocal contact lenses and eye glasses. I indicated, that I would not pay the extra $75 for something I did not want or need. She said the doctor would decide that, or I could leave now! She tried to get me to agree to the astigmatism. I asked to speak to the optometrist, and was told "it doesn't work like that, the optometrist is not present and can not be reached. I can set up an appointment for April 2, 2025, I was then asked to leave. It was at that point I told them that they were full of SH*T. The tech was EXTREMLY UNPROFESSIONAL AND SHOULD BE TERMINATED IMEDIATELY!

  Business Response

  Date: 03/29/2025

  We sincerely apologize for the experience you had during your visit. Providing clear communication and professional service is our priority, and we regret that we did not meet your expectations this time.
  We take your concerns seriously and will be reaching out soon to discuss this matter further and find a resolution. Please know that we appreciate your feedback and the time youve spent with us over the years.

  Customer Answer

  Date: 04/01/2025

   
  Complaint: 23107314
  
  I am rejecting this response because:
  
  Sincerely,
  
  ******* ********

  Customer Answer

  Date: 04/01/2025

  No one has contacted me.

  Business Response

  Date: 04/01/2025

  Were sorry to hear about your experience and understand your frustration. Providing clear communication and professional service is important to us, and we regret that we did not meet your expectations. We appreciate your feedback and will be reaching out to address your concerns directly.

  Customer Answer

  Date: 04/14/2025

   
  Complaint: 23107314
  
  I am rejecting this response because: No one has contacted me
  
  Sincerely,
  
  ******* ********

  Business Response

  Date: 04/19/2025

  We deeply apologize for the late response, one of our team members will reach out soon. We appreciate your patience. 

  Customer Answer

  Date: 04/22/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******* ********

• Initial Complaint

  Date:03/20/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  Came to get glasses on 3/7/25 got a text message that my glasses were there .. 3/20/25 they were not there probably lost in mail tell me they can re order them they will take 2-3 weeks have not waited more than a week for a prescription glasses ever in my life I wanted my refund and they tell me they can do it but it will take 4 weeks for me to get it since its a corporate check and I paid cash out of my pockets unacceptable and unprofessional

  Business Response

  Date: 03/21/2025

  We sincerely apologize for the inconvenience and frustration youve experienced. We understand how important it is to receive your glasses in a timely manner, and we regret the delay. We are working to resolve this issue as quickly as possible, and a member of our team will be reaching out to discuss the next steps. Thank you for bringing this to our attention.

• Initial Complaint

  Date:03/18/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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 went in December to get a check up and glasses because I need it on really bad the ones I have are falling apart I have took them back three times still have not gotten what I was promised to have I still can't see out of the glasses still can't use the glasses that I paid for the last time I sent them off it's been almost 2 weeks and they still haven't come back yet this is getting very very upsetting with me I think that I should be given a full refund plus my glasses or they could keep the glasses and give me a full refund because like I said this is the third time I've had to send them back and this is getting very frustrating I need glasses I need to see I can't keep waiting and waiting and waiting like I said it's been since December it's almost April and I still have no glasses

  Business Response

  Date: 03/18/2025

  Were sorry to hear about your experience. We understand how frustrating this has been, and we sincerely apologize for the delay and inconvenience. Your satisfaction is important to us, and we want to make this right. A member of our team will be reaching out to you soon to assist in resolving this matter. Thank you for your patience, and we appreciate the opportunity to make things right.

  Customer Answer

  Date: 03/19/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****** *****

  Business Response

  Date: 03/20/2025

  We thank you for the opportunity to talk and got to a common agreement. We will be processing a partial refund and keeping both pairs of remade glasses. If more assistance is needed, please feel free to reach out. 

  Business Response

  Date: 04/03/2025

  We apologize for the issues experienced; we have issued a Corporate Check on a rush delivery. Once we have a Tracking number, we will share it with you. 

  Business Response

  Date: 04/11/2025

  Hello Mrs. ****** we are glad to confirm the refund check finally arrived, please don't hesitate to reach out if more assistance is needed.

   

   

  Customer Answer

  Date: 04/11/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****** *****

• Initial Complaint

  Date:03/17/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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.

  On 3/1/25 I went to Stanton Optical. I took my frame cost $293.00 I purchase from lens craft to have Transition lens install. A copy of the order was written up, and the cost was $***.29 that I paid on 3/1/25 i went to pick them up. Ms. ******* ******, manager ask me to sign my name and date of pick up. I refuse to sign until I see my frame and lens that were paid for. She got them and ask me to try them on. I said my frame are out of line can't see this. She attempted to adjust them many times and was unsuccessful. She said she was not going t o be respondable if they break.I decided to ask for my refund for #***.29 which we agree on.On 3/15/25 i went back to Ms. ******* and show her a frame I purchase on 3/1/25 from them .I told her I would like to pay the $***.29 again to have the same order of lens install in the frame I got from them on 3/1/25.We agree, after writing the order up she came up with about $400.00.I said to her we agree I would pay the same cost of $***.29 you refunded me.she said their is a 20% referal we are not able to the order. I gave her the name of the referal and about age of referal. She found his name and about age but she wanted his number. I explain to her I show you how much my frame cost$293.00and they are out of line you refuse to try anymore unless I drop the reresponsibility damages.She gave me coporate number and ask me to speak with them.I call and explain. I am enclosing a copy of order for lens on 3/1/25 also a copy of frame purchase on 3/1/25 on p. 3 and copy of refund on 3/14/25 on p. 2 .page 4 is more purchases of lens I had done.I offer Ms. ******* the opportunity to use they frame I purchase I am willing to pay $***.29. I would never pay that much if my frame was out of line during testing for lens.I want to stay with the agreement we agree upon when came back with they frame for$***.29

  Business Response

  Date: 03/17/2025

  We sincerely apologize for the experience youve had, and we appreciate you bringing this to our attention. Our team will be reaching out to you soon to address your concerns and work toward a resolution. Thank you for your patience.

  Customer Answer

  Date: 03/19/2025

   
  Complaint: 23077802
  
  I am rejecting this response because:I receive a call from phone

  Stanton on 3/18/25  .I did not get to speak with

  Any one.I call the number back but The answe
  R machine allow only a
   ext..number. some one need to recall me or gmail at *******************. I would perfer a phone call at ************ Thank you.
  .
  **** *****

  Business Response

  Date: 03/20/2025

  It great that we were able to come to a resolution, we ordered the lenses and provided you with all necessary information. If more assistance is needed, please let us.

  Customer Answer

  Date: 03/20/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  **** *****

• Initial Complaint

  Date:03/15/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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 had an appointment to receive a new eye exam. The gentleman, *****, that was doing the exam told me that there was something major wrong with my eyes and I needed to go see an actual eye doctor. He sent me to *******************. Told me to come back with the script and I could get the glasses I wanted. Come to find out, there is nothing seriously wrong with my eyes, my right eye is lazy. The optometrist told me I could only use readers if I wanted, that bifocals/progressives were not necessary, but he supplied a script for both and told me to decide. I took it into Stanton. I told ***** to just order the readers. Once they came in, I could not see at all out of them, he ordered me only the long distance script. That was his mistake. The ladies reordered the glasses and had them made to be only readers. But when I tried them on, my eyes were crossing, and I could not see. They had them remade again to be progressives. I picked them up 2 weeks ago. When I tried them on, they felt strange, but better. I was told it takes a while to get used to a new prescription. I asked about their return policy, and was told THAT DAY that I had 30 days to return them. Satisfaction guaranteed. After trying my hardest to make them work, I decided they were not going to work out, not only because the script, but because the lenses rested on my face and my makeup was constantly smudging them. I came in to return them today (within the window) and the girl I gave them to said I could only work with *********, and she would have her call me. I received a message from ********* stating that it's been 30 days since the glasses. First came in, and I'm outside of the window, and that the script was from ******************* and that it's not their problem. They would not be issuing a refund. I would've kept them as readers but they do not fit my face correctly. I told them that when I returned them. They ordered the wrong script to begin with, but that's when my 30 day timer began...

  Business Response

  Date: 03/18/2025

  We sincerely apologize for the frustration and inconvenience youve experienced. We understand how concerning it must have been to receive unexpected information about your vision during your exam. Our goal is always to ensure that our patients receive the best care and guidance, and we regret any miscommunication regarding your diagnosis and prescription. Your satisfaction is our priority, and we would like to further review your concerns. A member of our team will be reaching out to assist in finding a resolution. Thank you for bringing this to our attention.

  Customer Answer

  Date: 03/19/2025

  I got a call last night from *****, the regional manager. She was delightful and seemed genuinely concerned for my situation. She is working on a generous solution to fix the problem and make it right. I should know more in a few days if the issue is actually going to be resolved. As long as they follow through with what was promised to me last night, then I will be satisfied and taken care of. I appreciate ******* professionalism and efforts in educating me about my script and how my eyes work. This is the first time someone has taken the time to really help me. 

  Customer Answer

  Date: 03/19/2025

   
  Complaint: 23071713
  
  I am rejecting this response because: I got a call last night from *****, the regional manager. She was delightful and seemed genuinely concerned for my situation. She is working on a generous solution to fix the problem and make it right. I should know more in a few days if the issue is actually going to be resolved. As long as they follow through with what was promised to me last night, then I will be satisfied and taken care of. I appreciate ******* professionalism and efforts in educating me about my script and how my eyes work. This is the first time someone has taken the time to really help me.
  
  
  Sincerely,
  
  ******** ********

  Business Response

  Date: 03/20/2025

  We have spoken with you and are working on a solution. Since your eye doctor mentioned that you may not need a prescription in your right eye, we will be reaching out to them for a recommendation. If thats the case, well just need them to rewrite the prescription.
  Were also going to try a few troubleshooting steps to make sure you get the best possible outcome. Let us know if you have any questions.

  Customer Answer

  Date: 03/21/2025

  I have met with ***** at the store and we picked out some frames- she is working to get me some lenses to try out. If everything that is promised pans out, this will be resolved. I'm hesitant to say it's resolved until I have either a pair of glasses, or my money back. But it appears that they're doing all they can to help me. I am happy with the progress. 

  Customer Answer

  Date: 03/24/2025

   
  Complaint: 23071713
  
  I am rejecting this response because: I have met with ***** at the store and we picked out some frames- she is working to get me some lenses to try out. If everything that is promised pans out, this will be resolved. I'm hesitant to say it's resolved until I have either a pair of glasses, or my money back. But it appears that they're doing all they can to help me. I am happy with the progress.
  
  Sincerely,
  
  ******** ********

  Business Response

  Date: 04/03/2025

  We are glad that you picked up your glasses and they worked perfectly fine for you, please let us know if more information or assistance is needed. 

  Customer Answer

  Date: 04/04/2025

  Stanton has resolved the issue- my glasses have been ordered, and now I am just waiting on them to come in. ***** and ***** have been very kind- adding upgrades to my glasses to make sure I am happy. I really appreciate their effort with the matter. 

  Customer Answer

  Date: 04/04/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I left another note stating that I still have not received the glasses, but feel very thankful that they have done a lot to try to resolve the issue. I am confident this pair that comes in will be great. 
  
  Sincerely,
  
  ******** ********