ComplaintsforStanton Optical

• Initial Complaint

  07/13/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  79$ and two pair of glasses???... obviously that wasn't true everytime I go to stanton I get charged more than what they advertise no matter what promotion they are running, I went in and paid 129$ for contact exam and decided to also get 2 pair of glasses as back up, the glasses I picked were priced diffrent online than in the store I ended up spending more money didn't leave with glasses that day and really don't understand how my total came up to nearly 270$ was also told the glasses online are named differently in the store (so that makes no sense if your trying to pick glasses ahead of time to make things quicker)

  Business response

  07/16/2024

  
  We apologize for the confusion and frustration you experienced at Stanton Optical. We regret that our pricing and promotions did not meet your expectations, and that there was a discrepancy between online and in-store prices.
  We will contact you directly to address your concerns and provide clarity on the charges. Thank you for your feedback, and we appreciate your patience as we work to resolve this matter.

  Business response

  07/19/2024

  We spoke with this patient in depth on the day of her contact lens exam. The cost of the contact lens exam is $129 and does not get discounted with the purchase. This was communicated to her prior to the exam. The patient also opted for the 2-for-$79 promotion with the poly upgrade, which was discussed with her beforehand.
  We apologize for any confusion, but she was informed of these charges before the exam, and she agreed to them.

• Initial Complaint

  07/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On March 15, 2024, I had a vision test and glasses purchased at Stanton Optical. Within the first 30 days, I went to Stanton Optical and reported that they hurt my nose and I showed them the red sore indentions on each side of my nose. The lady immediately said she would change out the nose piece and adjust the frames. This happened again for the next two months. On 6/24/24, I decided to address this issue and meet with the manager, I was there when the doors opened at 9am. I met with **** because the manager was not in. I explained my situation and showed him how they continue to bruise my nose and how I have had the nose piece changed there three times and a scratched on it and wanted my lenses fixed. He said that if I had problems with them the first 30 days, I should have returned them then. I explained to him that I came in and company changed out the nose piece and adjusted the frames, allowing time to see if they would now work. As to the scratch, he told me that the package I purchased only covered scratch resistant and not scratch proof. I was not explained the difference and didn't even know about scratch proof. The employee stated he could not do anything for me. He asked that I speak to the manager (*****) and he would be in the afternoon and that he would informed him of the situation. I called at 1:50pm that same day and spoke to *****. ***** (manager) did not know what I was talking about. He looked up my account said that all he could maybe help me with frames but I would have to pay for the lenses. I purchased them in March 2024 and nothing has been resolved. I stated that I would be contacting the corporate office. When I asked ***** for his last name, he refused to give it to me. I told him I could identify the employees that changed out my nose piece every time. He told me that that was fine, since they had just moved the employees to other stores. Done with this issue, I would like a full refund in the amount of $333.80.

  Business response

  07/02/2024

  We apologize for the inconvenience and frustration you've experienced with your glasses at Stanton Optical. Providing quality products and customer service is important to us, and we regret that we did not meet your expectations. We are reviewing your case and will contact you shortly to discuss a resolution. Thank you for bringing this matter to our attention.

  Customer response

  07/08/2024

   

  As of July 8, 2024, no one from Stanton Optical has reached out to me.  These glasses continue to hurt and the scratch makes it difficult for me to see.  Again at this point, I would just like a full refund in the amount of 333.80.  Your attention to this matter is greatly appreciated.

  ***************************

  Customer response

  07/11/2024

   

  RE:  Stanton Optical (***************)  Complaint #********

  I submitted my complaint regarding this company on July 1, 2024.  Today is July 11, 2024, and Stanton Optical has not made any contact with me.

  This is exactly the time of business they do.  They do not care about the consumer/customer.

  ***************************

  Customer response

  07/13/2024

   7/13/2024

  Ten days later and no one has made contact with me.  I am so frustrated with Stanton Optical.  Again, this is how they do business.  They do not care about their customers. At this point, all I want is my complete refund in the amount of $333.80.

  ***************************

  Customer response

  07/13/2024

   
  Complaint: 21928910
  
  I am rejecting this response because:  No one from Stanton Optical has reached out to me.  Ten days later and not contact has been made.  At this point, all I want is a complete refund  in the amount of $333.80.
  
  Sincerely,
  
  ***************************

  Business response

  07/24/2024

  We apologized for the late response, just for the record, patient was provided with a refund for $274.80, which is the amount for the purchase without the Eye Exam. If there is anything else we can do, please let us know. 

• Initial Complaint

  06/30/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On June 17, 2024 I had my exam to get a prescription and 2 pair of Reader glasses. They had a Tele-Doctor on a video screen do your exam. A week later, I called and they said one pair of glasses were in the *************, Fl store.. sadly, they have my phone number incorrect in their computer and they are unable to update in their computer system. When they gave me the glasses, I told them that the prescription wasnt correct it made me feel like my equilibrium was off. they told me to take the glasses home and try them for a day or two. I made an appointment and found out that they gave me a prescription for distances NOT Readers. ** told me that he could fix it while I waited.. when they handed me the glasses, it was still the same thing, it felt like my equilibrium was off.He told me to take them home and try them for a day. Still the same problem the prescription is wrong. I went back to the store again and they told me they would call me. THREE Trips to the store, now I just want a Full Refund. I paid $134.00 I have nothing that works and I want my money back.They said they would refund the amount for the glasses. Not the exam. No, I want a full refund so I can go elsewhere, I need READERS and a Correct perscription.Now Im going on vacation without prescription glasses.

  Business response

  07/02/2024

  We apologize for the inconvenience and frustration you've encountered with your glasses at Stanton Optical. Providing accurate prescriptions and quality products is our priority, and we regret that we fell short in your case. We are reviewing your situation and will contact you promptly to arrange a full refund as requested. Thank you for bringing this matter to our attention.

• Initial Complaint

  06/30/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  on june 25 24 went to store for exam and glasses.took vitural exam and got 2 pair of glasses. charged me $550.95.said they would be here in a week,then called me back and said somthing was wrong with exam and to come back on june 30 ,24 at 2;30 pm.went back and was going to have to wait for hours cause so many people ahead of me,but had a 2;30 appoitment.i told them i could not wait that long and other than the $69.00 exam fee i wanted to cancel the order and get my money back,for the differance because they said it would take 3 to 4 weeks to get glasses and i couldnt do that.****** said he was store manager,told me he could not call the corp.office cause he didnt know who to call,that he would try to put it in system but it might *********** to 8 weeks to get the refund.when i asked him who i could call he said they was no one that he knew that i could call.he didnt ask for my address to send refund to.i told him i could not wait that long and he said oh well?told him i would pay for the exam but i wanted my prescription,and had to argue for a hour to get it,and it is not filled out. would not return my money or tell me who to call about it.very bad business and very roude people.all i want is my money back where i can get me some glasses somewhere else,cant hardly see without them.

  Business response

  07/02/2024

  We apologize for the inconvenience and frustration you experienced at our store. Providing excellent service and clear communication is our priority, and we regret that we did not meet your expectations during your recent visit. Your feedback is valuable to us, and we are actively reviewing your case to resolve this issue promptly. Please rest assured that we will be in touch with you shortly to discuss how we can address your concerns and ensure a satisfactory resolution. Thank you for bringing this to our attention.

• Initial Complaint

  06/28/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I visited Stanton Optical on 06/06/2024 to have my yearly eye exam and contact lens fitting. The total price for the exam was $75.00. They had to order a trial pair of contact lens since they were out of stock. When I tried on the trial pair after they arrived, the left contact was ***** and needed corrected vision. I returned to Stanton Optical to let them know of my issue, and they completed a second eye exam. I then received my second trial pair on 06/13/2024 and after trying them on and wearing them for a day, I could see well far away but I could not read close up (such as phone text messages, words on a laptop, etc.). I contacted Stanton Optical by phone and spoke with a General Manager to let her know about my concern. She went on to say that this is the correct vision prescription and that there is nothing that could be done. Note, the prescription they wrote up was ***** for the right eye, and ***** for the left eye which seemed eye.On 06/27/2024, I went to ****************** in **********, **, which is where I had my 2023 eye exam. The eye exam went well and they even had a trial pair in stock, which as always been the case when I've ordered contact lens in the past. When I tried them on, the contacts fit perfectly and I can see very well from both far and close distance. I had to pay $83.00 out of pocket. They wrote me up for the correct prescription of ***** for the right eye and ***** for the left eye. Due to the error on the exam prescription and contact lens fitting done for Stanton Optical, I am filing a complaint and requesting a refund for the price I paid of $75.00 for the exam.

  Business response

  07/02/2024

  We sincerely apologize for the experience you had at Stanton Optical. We strive to provide accurate prescriptions and quality service, and we regret that we fell short of your expectations during your recent visit. Your feedback is important to us, and we are committed to addressing your concerns promptly. Please know that we are reviewing your case and will be in touch to discuss a resolution. Thank you for bringing this to our attention.

  Customer response

  07/03/2024

   
  Complaint: 21917763
  
  I am rejecting this response because: ************ Stanton Optical, only replied to state that they are reviewing the case but my issue still is not resolved. I am requesting the credit of $75 for the exam due to an error in the prescription you provided. I have attached a receipt of the 2nd exam I had to take for $83.00 at a different Office, and my vision is great now. 
  
  Sincerely,
  
  ***********************

  Business response

  07/15/2024

  A refund for $75 was processed on July 3rd, after many attempts to accommodate the patient with re-check, she refused, but we honored the eye exam cost. 

  Customer response

  07/20/2024

   
  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

  06/25/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I went to Stanton Optical back in Jan to get my eyes checked & get a prescription for contacts. They dont have an eye doctor onsite which was not explained until I was sat in the room. The prescription that was given to me was not correct. I paid for an eye ************** fitting. I came back & went through the process again & still my prescription was not correct. In the interim of trying to figure out my prescription they believed they had it right & ordered my daily contacts. I paid $723.47. Once those trials came in, it was apparent that this prescription was not correct either & they refunded $148. After the third attempt to get the correct prescription failed, I asked for my money back. I was told it would take a week. After a month on not hearing from them I called the store but got ahold of the corporate office who informed me that no refund had been processed for me. After another week of no one at the store answering the phone I drove back up there and told them I wanted my money back. They said oh sorry our computers & phones are down you have to come back later. I told them I wanted the money I paid them for my initial eye ************** fitting back for all the inconvenience and having to make multiple trips to the store to get my money. They had absolutely no empathy. Literally could not care less about putting someone else out. I came back yet again & she processed a refund but she only processed $529.99 but the purchase was $723.47. So she even messed that up. When I called back to tell her she still owed me $45.48 she argued with me & told me she had returned $193.48 back when she really only returned $148 & proceeded to tell me to call my bank Chase & ask them why I didnt get all my money back. How stupid. I told her no it is between ********** payment processor so you need to figure it out. She called me a couple of days later & said she did see now that they owed me the $45.48. I am asking for eye ************** fitting to be refunded $145

  Business response

  06/26/2024

  We apologize for the inconvenience and frustration youve experienced. Your situation is important to us, and we deeply regret the issues you encountered with your eye exam and contact prescription. We are currently reviewing your case to address the service concerns youve raised.

• Initial Complaint

  06/19/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Seem to be having issues placing an order at ***************************** *************, OK *****. I went to the store, picked out a pair of glasses, gave them my prescription, my contact and insurance information over two weeks ago. They didn't believe my prescription was current. Said they had to contact my Doctor to confirm. They were to do so the following Monday since the Doctor's ****** is closed. Anyway, I have yet to hear from them. This concerned me. I went on the world wide web to read reviews only to find most all were bad. Seem most everyone has had a customer service issue. I really don't want to waste my time finding another store and picking out glasses allover again. It seems i need someone from *********** to act somewhat like a mediator and wrap this up. I tried to call this ******, but my call was forwarded to one of the stores in *****. Please contact me ************.

  Business response

  06/20/2024

  We sincerely apologize for the issues you've experienced with your order at our location in *************. We understand your frustration with the delay in processing your prescription and the lack of communication from our team.
  Please be assured that we are reviewing your case and will investigate the matter promptly. We will get back to you as soon as possible to resolve this situation. Your satisfaction is our priority, and we appreciate your patience.

  Customer response

  06/26/2024

  Correct me if I'm wrong, but I don't see anything to except or reject. So far just a statement "We will get back to you as soon as possible to resolve this situation".

• Initial Complaint

  06/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On June 13th 2024 I purchased a set of glasses from the website! *** tried two times prior to this and the website would prompt me that something went wrong and to try again. So I waited a few hours to try again and it was successful. The next day I checked my bank account and Ive seen that there is 3 charges of $292.00 and that my account is in the negative.I immediately contacted the bank and also Stanton Optical and informed them. Customer service was very nice escalated this issue to another department . The next day I received a email from another member of customer support needing screen shots of the extra charges at which I sent them. I was told the issue has been promptly escalated to the right department and it may take up to 48 hours to hear back from them.That was on the june 15th. Its been over 48 hours. I just feel that this shouldnt have ever happened.

  Customer response

  06/20/2024

  As of this morning the two extra charges was put back into my account. I would like to remove this complaint. Thanks 

  Business response

  06/20/2024

  We sincerely apologize for the inconvenience and frustration you have experienced. We understand how concerning and inconvenient this situation must be.
  Please be assured that we are reviewing your case thoroughly. Our team is working diligently to resolve this issue, and we will get back to you as soon as possible. Thank you for your patience and understanding.

  Customer response

  06/26/2024

  The extra charges was put back into my account and I would like to remove have this complaint removed. Thanks
  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

  06/07/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased glasses from this business on May 27, 2024. They arrived June 3, 2024 and were not the correct prescription. I called Stanton Optical on June 3 to initiate a return for a full refund. I was instructed to go the store so I did so on June 4. I spoke to a store manager who claimed she was submitting a return and refund request, however, she refused to give me a receipt. I followed up on June 7 with Stanton Optical customer care and was told to wait an additional 48 hours for a refund approval. There has been no effort by the business to resolve this issue of refunding my money although I returned the glasses.

  Business response

  06/12/2024

  We sincerely apologize for the inconvenience and frustration you have experienced with your recent purchase. It is disappointing to hear that you received glasses with the incorrect prescription and that the return process has not met your expectations.
  Please be assured that a refund was submitted on June 7th for the amount of $225.89. Typically, it takes 3 to 5 business days for the refund to be processed, depending on your bank's posting time frame. We understand how important it is to resolve this matter promptly, and we appreciate your patience. If you have any further questions or concerns, please do not hesitate to reach out to us directly.

• Initial Complaint

  06/06/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I went into Stanton optical for an eye exam on May 22, 2024. I was sold a prescription for an extremely minor astigmatism. Seemed very odd to me, but I trusted what I was being told. Upon further research that day, I found out that my level of astigmatism does not require corrective lenses. Upon further review of my receipt, I found out that I was also added to something called the frame club and was charged $50 for this line item. I felt duped and wanted a refund for everything except the $59 eye exam. I called customer service on the same day to try and cancel my order. They told me that I needed to call the store in the morning to cancel the order. When I called the store the following morning, they told me that they would have to get approval for the refund and that it would take 48 business hours to get an answer back to me. Today is June 6. I have called both customer service and the store multiple times. I keep getting different answers for who is responsible for issuing the refund. **************** tells me that I have to call the store, and the store tells me that they are being told by corporate that they are not allowed to issue the refund. This goes against Stanton optical policy. their website clearly lists a 30 day satisfaction, guarantee, and the ability to refund glasses. (screenshot of their policy is attached to this complaint.) I have never experienced getting the runaround so much from a business. I just want my money back.

  Business response

  06/12/2024

  We sincerely apologize for the inconvenience and frustration you have experienced. It is concerning to hear about the difficulties you faced in trying to obtain a refund for your purchase.
  Please be assured that a refund of $500 was processed on June 10th, 2024, upon agreement from you to keep both pairs of glasses. Typically, it takes 3 to 5 business days for the refund to be processed, depending on your bank's posting time frame. We understand how important it is to resolve this matter promptly, and we appreciate your patience.
  If you have any further questions or concerns, please do not hesitate to reach out to us directly. Thank you for bringing this to our attention, and we apologize once again for the inconvenience.

  Customer response

  06/13/2024

   
  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,
  
  *****************************

*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. ↩