ComplaintsforStanton Optical

• Initial Complaint

  09/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I went and got an exam done when finished I was notified that they didnt have the prescription that I was getting in stock but something familiar. Upon putting my contacts in my vision was good far away but blurry up close I contacted them a week later but they said since I havent had anything in a while to just see if my eyes adjust to the contacts . I call again today and was informed they couldnt do anything about it but it hasnt even been 30 days yet and its their fault my prescription is incorrect. Yall have a ******************************************************************************* they cant do anything . I wouldnt be able to know if anything was wrong with my prescription if I didnt try the contacts on . Makes no sense . I want the right prescription and the right contacts that Im supposed to get .

  Business response

  09/04/2024

  We sincerely apologize for the inconvenience youve experienced. Its disappointing to hear that your prescription wasn't correct and that our team didnt provide the support you needed within our 30-day satisfaction policy. We understand how important it is to get the right contacts. We will be reaching out soon. Thanks for your patience. 

  Customer response

  09/04/2024

   
  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

  08/19/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased emergency glasses for my child on June 3 2024. 1 week later they were broken. I tried to visit my local Stanton Optical on July 2 to return for a refund, and the doors were closed. I tried to go July 5th, doors were closed and lights out. Tried to go July 6th and same thing. I called their customer service number to be told the location was CLOSED. They told me to visit another Stanton Optical to see if maybe they could help. Since they are all franchised I was told I could not return for a refund and it had to be done at the purchasing location. I am requesting my money back for these glasses that didn't even last a week!

  Business response

  08/23/2024

  We truly sorry for the inconvenience caused to you. We are looking into this matter and will be contacting you for further steps. Thank you for your patience and understanding.

  Customer response

  09/05/2024

   
  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

  08/14/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I contacted Stanton optical on March 14, 2024 regarding an appointment for glasses on and contacts. I was told to contact the store directly regarding my insurance I went in person spoke with **************** I contacted ******************** on March 14, 2024 regarding an appointment for glasses on and contacts. I was told to contact the store directly regarding my insurance. I went in person spoke with customer service manager, ****. **** stated my Insurance VSP was in their network, and I did not need to worry about being out of network. I proceeded to get examined For both contacts and glasses. I paid for the glasses and six months worth of supplies for contacts out-of-pocket totaling over $300. I was given trials which I contacted the store two weeks later to let them know that the contacts Were uncomfortable and not the correct fit brand wise they provided me with another set. They still were dry and itchy. I told them to cancel The prescription that was already placed to contact since it was already delayed. They canceled that but took another week of back-and-forth for the manager to refund me for the contacts. I contacted Stanton optical in early June just to add a different Brand-name to the contact prescription. I was told by the manager **** that my prescription was expired and that I would need to do a new examination in order to get the contacts brand changed. My insurance provider stated that stanton optical was out of network and they would not be able to assist me with my case. Ive escalated this issue three times already with Their parent company Now Optic. Ive asked for names as well as departments for anyone above customer service, but no one seem to know anything. Ive been told theres no name for that department is just insurance department and theres no one person that is assigned to that department. This is the third time attempting to escalate the issue and I was just informed it will be 45 business days before someone gets back to me.

  Business response

  08/15/2024

  We sincerely apologize for the issues you've experienced with your appointment and insurance at Stanton Optical. It's unacceptable that you were misinformed about your insurance coverage and had difficulties with your contact lenses. We regret the delays, confusion, and lack of proper assistance you encountered throughout this process. Your frustration is understandable, and we are committed to addressing this matter urgently. We are escalating your case to ensure it receives the attention it deserves, and we'll work to resolve this as quickly as possible

  Customer response

  08/20/2024

   
  Complaint: 22143672
  
  I am rejecting this response because:
  My yearly benefit has been used and I am still without a prescription that includes the brand name prescription that works best for me.
  Sincerely,
  
  *****************************

  Business response

  08/28/2024

  Our apologies for the delay here. We continue to work with our team to make sure we help alleviate the inconvenience you are going through. We will get in touch with you today with updates to this matter.

• Initial Complaint

  08/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 2/22/24 I went to the Stanton Optical Store in ***********, ** for an exam to get a prescription for reading glasses. I had a virtual exam performed and was told by the lab tech that I should get progressive glasses instead. When I went to pick them up, I couldn't see a thing. The progressive lenses were blurry and I reiterated that I only wanted reading glasses. So they sent them back as just a reading prescription. They weren't ready until April 19th. The manager at the time, *****, was very apologetic. When I went in to pick them up, the glasses were too strong and I still couldn't see so ***** scheduled me for a new exam. That was on a Friday. Monday when I went in for the exam, ***** was gone. She had quit and some other man was now the "acting" manager. He assured me he would make sure everything was taken care of. A tech did a new exam and AGAIN told me I should get progressives. I told him that I really just wanted reading glasses, but he said I should try the progressives with the revised prescription and see if they worked better. On July 10th, I went in to pick these glasses up and they were still blurry. The tech said I should take them home and wear them. She said it takes time to adjust to them and if they still didn't work, that I could bring them back within 30 days for a refund. So I did as she advised. I couldn't see anything. The glasses made me nauseas. So I brought them back three weeks later and asked to just get my money back. After five months, I had lost faith in their ability to fix this. I still didn't have a pair of glasses that I could see with. The same "acting" manager was very rude. He barely looked at my case history and said there was no way he would refund me for anything. He suggested I go to a "real" doctor for a new exam. I had spent all this time and money on a useless exam and glasses I couldn't see with, and I now need to spend ANOTHER several hundred dollars some place else in order to see. It seems so unfair to me.

  Business response

  08/15/2024

  We appreciate you bringing your experience to our attention. Its important to us that every customer receives the best possible care, and we regret that we didnt fully meet your needs during your visits to our ***********, ** location. We are committed to learning from this and making improvements. Our goal is to ensure that every patient leaves with the right solution, and your feedback helps us work toward that. We will be checking on this case and get back to you as soon as possible.

  Customer response

  08/27/2024

   
  Complaint: 22140307
  
  I am rejecting this response because:

  The last message from them only stated that they needed to look into the situation. I have not heard anything that would actually rectify it.
  
  Sincerely,
  
  *******************

  Business response

  08/28/2024

  Our apologies for the delay. After reviewing, we have concluded that we will provide you the requested refund. Our team will contact you today to get you more details.

  Thank you.

• Initial Complaint

  08/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I went in to my appointment to get a prescription for contacts and glasses. I did not realize I would be getting my prescription by someone over zoom. I was ok with it at the moment figuring Id give it a try. The prescription was off. I let the manager know I wasnt comfortable and couldnt see so he adjusted the prescription for my contacts and said I could bring in my last prescription for glasses and he would adjust the prescription. Im not comfortable with that. I want an accurate prescription not my old prescription. Two months in I called he forgot to order my contacts and said I could come back to get reevaluated. Im very uncomfortable with the way this company handles something as important as vision. Needless to say I still dont have a prescription and I need new glasses. I dont feel comfortable or trust this company. They asked me to come in again which I agreed but I asked what happens if the prescription still doesnt feel right. They said no refund, I could go pay someone else to get a prescription and they would give me two months free of contacts. I want a refund. And all of this is recorded on my phone.

  Business response

  08/15/2024

  We apologize for any discomfort you experienced during your visit. We understand how important it is to have an accurate prescription for both contacts and glasses, and were sorry to hear that your experience didnt meet your expectations. Your concerns are important to us, and were committed to ensuring that you receive the best possible care. We will investigate the situation and getting back to you as soon as possible. 

• Initial Complaint

  08/12/2024

  Complaint Type:

  Product Issues

  Status:

  Unresolved

  More info

  I took my minor child to get an exam and glasses at this location in April 2024. The problems began when she received a telemedicine eye exam. When her glasses were made according to the prescription given, they did not work and I was advised to go someplace else to get another exam and bring it back to the Stanton location. Initially the staff was helpful. Unfortunately, my daughter did have a complicated prescription and I had to take her to two different doctors to get a good prescription that would work for her. She does have a slight astigmatism and originally we thought she also had a prism. Once we finally had a prescription in hand, they made 1 pair of glasses and we were told to come back for the 2nd pair. This of course happened over the course of a few months because providers in ** are few and far between and there are long wait times for any type of healthcare. When I went back to Stanton to get the 2nd pair of eyeglasses, my daughter tried them on and immediately in the presence of the employees said that she didnt feel right in them, they made her feel dizzy and like she had a headache. I was told that I had 30 days to have her try them out and then bring them back if theyre continue to be problems. When I returned to request a frame switch I was told that I was well outside the time allotted within their computer system to make any changes to the frame. I find this completely unacceptable after spending $300 to only have one pair of glasses and another pair that my daughter will never use and cannot use because they dont work for her eyes. I called the corporate office, & the store manager said that she reached out to the regional manager in ** and they are not willing to switch the frames to the ones that she needs, that I technically already paid for. I find this company is not compassionate towards children nor do they care about customer satisfaction. I believe that I should at least get a refund or have the second pair of glasses made.

  Business response

  08/12/2024

  We apologize for the issues you encountered with your daughter's glasses and the extended time it took to address her prescription. We understand the frustration, especially given the unique needs of her vision. We're sorry for any confusion about our policies and the challenges you faced in getting the right glasses. We appreciate your feedback and are committed to resolving this matter promptly to ensure your satisfaction.

  Customer response

  08/13/2024

   
  Complaint: 22120349
  
  I am rejecting this response because: Measures have not been taken to fix this problem. I am willing to have her 2nd pair of glasses remade in the frames that will allow my daughter to use them or a refund. The last I was told by the store manager is that Stanton is unwilling to correct the problem. I reject this response until I am contacted directly with a resolution.
  
  Sincerely,
  
  *********************

  Business response

  08/15/2024

  The patient has been partial refunded and was offered an 80% discount if she wishes to restyle. She bought her glasses back in 4/2024. Please let us know if more information is needed

  Customer response

  08/16/2024

   
  Complaint: 22120349
  
  I am rejecting this response because: I did not receive a partial refund for the glasses. I was reimbursed for the second eye exam at another location that I was told to get by the Stanton assistant manager. I am still out of pocket $294 for two pairs of glasses, one pair that my daughter cannot wear. The only thing that needs to happen here is that her second pair of glasses needs to be reframed at no charge or I need to be refunded for the actual glasses that she cannot physically wear. The manager at this location visibly witnessed my daughter have a problem with the current glasses frames. Again, children should matter and Stanton should do the right thing and reframe her glasses. 
  
  Sincerely,
  
  *********************

• Initial Complaint

  08/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Had an eye examination and purchased glasses from Stanton (Formerly EyeLab). Picked up the glasses and went home. Realized the prescription was off. Went back and the "optometrist", using his hands, manipulated the lenses and frames. He indicated they were misaligned. Issues persisted and I had an eye examined by another optometrist. Turns out the prescription from Stanton was way off in every metric. When showed them their flawed prescription, they refused to refund. Said I should have gone to them 1st!? Left the glasses at their location. Horrible services and products!

  Business response

  08/12/2024

  We apologize for the experience you had with your eye examination and glasses. It's concerning to hear that the prescription was not accurate and that you faced difficulties in resolving the issue. We understand the frustration this has caused and regret that our service did not meet your expectations. Your feedback is valuable, and we're committed to addressing these concerns to prevent such issues in the future.

• Initial Complaint

  08/02/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Stanton optical add states get exam and 2 progressive glasses for 135. We confirmed this but AFTER the exam they wanted to charge us 471 for exam and one pair of glasses. False advertisement

  Business response

  08/06/2024

  We apologize for the confusion and frustration regarding the pricing of your exam and glasses. We strive for transparency and are sorry this was not your experience. We will investigate the matter to ensure our advertising is clear and accurate.
  Thank you for bringing this to our attention.

• Initial Complaint

  08/02/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Made an appointment at their ***********,** location on July 7,2024 placed order for ******************** supply of contacts I could not see well through trials i realized the prescription was wrong I picked up my frames and they were also wrong. I went back July 19th, 2024 to retest and got a new prescription by Stanton and reordered everything to fit new script & assumed they were the experts I didnt receive trial contacts the second time so I opened 2/4 boxes of the new contact order Again I was having trouble seeing through the prescription & had a hard time driving as my vision was blurry the prescription was wrong AGAIN I called customer service 07/29/2024 rep stated they submitted a claim for the return of the unopened contacts and frames/lenses and the branch manager at the *********** location called me later that day The manager was extremely rude I was told I could not return the Unopened boxes of contacts or get a refund for the frames that I have not yet received as I am unhappy with the frames and I know the prescription is wrong The policy online states I am able to but she stated she would call me back that day I never received a call back I called customer service the next day and said they escalated the situation I received a call again & someone else said shed get an answer in 48 hours. 48 hours passed and I never got a call back I called again 07/31/2024 for an update they had no update and stated they would have one by 08/01/2024 It is now 08/02/2024 and I have yet to receive a call back I want a refund of the 2 unopened boxes of contacts and the frames that I know have the wrong prescription total owed as a refund is $341.18 this amount is for ***************************** lenses unopened They are giving me the run around and pushing issue past the allotted time frame to avoid giving a refund per their own policies I am attaching a copy of their policies on returns that they are refusing to comply with

  Business response

  08/06/2024

  We apologize for the issues you experienced with your order at our ***********, ** location. We understand the frustration of dealing with incorrect prescriptions and the difficulty in resolving these matters.
  Your request for a refund for the unopened boxes of contacts and frames, totaling $341.18, is noted. We will escalate this issue and ensure it is addressed promptly.
  Thank you for bringing this to our attention. We are committed to improving our service.

  Customer response

  08/07/2024

   
  Complaint: 22085186
  
  I am rejecting this response because I have been told this issue is being escalated for about a week since July 29,2024 with no resolution or communication. I will continue to reject until this issue is resolved and I have received a refund. It is 08/07/2024 and have yet to receive communication or solution. 
  
  Sincerely,
  MG

  Business response

  08/15/2024

  Patient has already been given a refund of $357 for contacts and glasses, wasn't given a full refund as services of $80 still have to be paid as professional services, if more information is needed, please let us know. 

  Customer response

  08/16/2024

   
  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,
  
  MG

• Initial Complaint

  08/01/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Hello,My name is *************************** and I am from *********, Florida. In early June of 2024 I went into a local Stanton Optical (**************************************) in order to receive a prescription. I had my eyes examined and was given a piece of paper with what was supposed to be my prescription. I took the prescription that was given to me and sent it to a company in order to have my lenses changed. I just received the glasses today and noticed that the prescription was wrong. I then took a look at the prescription I was given and it was then I saw that it wasnt mine at all. It was for a person named ***********************. It was at this point that I called Stanton Optical and was told that they were not willing to make this blunder right. The woman who I was speaking, ****, first told me that she would speak to her manager who conveniently was nowhere to be found. However, when I went to pick up the correct prescription she admitted and apologized for her mistake and subsequently informed me that there was nothing that could be done. She also refused to divulge any contact information for the Stanton Optical headquarters. Besides for the $147 which I have now lost due to ***** incompetence I also realized that this may be a HIPAA violation because I have ****************** prescription information and someone else most likely has mine. I am not looking to cause any trouble for this company. I am just looking for this to be rectified.

  Business response

  08/06/2024

  We sincerely apologize for the inconvenience and distress caused by the mix-up with your prescription at our *********, ** location. We understand the frustration of receiving an incorrect prescription and the subsequent issues that arose from this error.
  We are deeply sorry for the mistake and the miscommunication that followed. It is unacceptable that you were given someone else's prescription, and we acknowledge the potential privacy concern this error has caused. We assure you that we take HIPAA violations very seriously and will be investigating this matter thoroughly to prevent such incidents in the future.
  Our team is also addressing the communication issues you experienced, and we will ensure that our staff is better equipped to handle such situations with the care and urgency they deserve.
  Thank you for bringing this to our attention, and we appreciate your patience and understanding. We will contact you directly to resolve this matter and ensure you receive the correct prescription.

  Customer response

  08/07/2024

   
  Complaint: 22078688
  
  I am rejecting this response because: I have already picked up the correct prescription. All I want is to be remunerated for $147 which is the cost I had incurred when submitting the incorrect prescription provided by you. 
  
  Sincerely,
  
  ***************************

  Customer response

  08/07/2024

  Stanton Optical has remedied the situation by fully refunding me. I'd like to remove the complaint.

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