ComplaintsforStanton Optical

• Initial Complaint

  07/29/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Stanton Optical performed two exams and did not provide a correct prescription. When provided a prescription from a licensed professional they still diverted from the prescription and did not honor their policy of correcting the prescription and glasses. They stated they refunded the amount for the exam to my insurance company and have not done so. Seeking refund and removal of eye exam charge so it can be used at a licensed organization and the explicit advertisement that there are NO licensed opticians performing the actual exam in large print

  Business response

  07/30/2024

  We apologize for the inconvenience you experienced with Stanton Optical. We understand you received incorrect prescriptions from our exams and that our policy to correct them was not upheld. We will investigate the matter and get back to you as soon as possible.

  Customer response

  07/31/2024

   
  Complaint: 22062616
  
  I am rejecting this response because: I require a refund of my eye exam so I can get my eyes examined and obtain eyeglasses at a licensed facility.  ******************** stated no refund was made and I cannot get coverage to get an exam and glasses until this is corrected.
  
  Sincerely,
  
  *********************************

  Business response

  08/21/2024

  Thanks for reaching team.

  This has been resolved, the patient has been refunded the full amount.

• Initial Complaint

  07/23/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I ordered 2 pairs of glasses on 5/13/2024. One was ready to pick up in 3 weeks. Today is 7/23/2024. The other, it's been 2 and half months, no nothing. I haven't heard anything. I called 4 times, nobody told me why. Also I visited the ********* store twice to ask why, they promised somebody will call, nobody did. Their status tracking system means nothing, ready to pick-up date just moves 1 week.

  Customer response

  07/25/2024

  Original invoice/receipt attached.

  Business response

  07/27/2024

  We sincerely apologize for the inconvenience you've experienced with your order. We will get in touch with you shortly. 

  Customer response

  08/07/2024

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

  Business response

  08/07/2024

  The order was shipped on August 1st, we will have the Brand Manager to call you. thanks

• Initial Complaint

  07/18/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I made three trip to Stanton optical and !y glasses not ready.The mgr who claims he is from ******** said that my progressive lenses were cut wrong he had to resubmit it I waited to weeks return today 07 18 24 now he claims it was not done he will resubmit it.He kept taking me in circles. It's been a month and still can't receive my glasses

  Business response

  07/19/2024

  We sincerely apologize for the inconvenience you've experienced with your glasses at Stanton Optical. We understand how frustrating it must be to make multiple trips and still not have your issue resolved. Our team is looking into this matter to ensure it is addressed promptly and appropriately. Thank you for bringing this to our attention. We are committed to improving our service and appreciate your patience.

  Business response

  07/24/2024

  We apologize for any inconvenience caused. The patient was informed that the glasses would be ready within 7-10 business days. Initially, there was an error in the prescription, which necessitated a remake. Additionally, the second remake was required because the patient decided against the anti-glare feature. The patient visited our store on 7/19/2024.

• Initial Complaint

  07/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I went to Stanton optical on July 9, 2024. My glasses where accidentally broken that morning and I need my glasses to see and to drive. The sign on the building said two pair for $79 and eye exam free and same day glasses. I went in and was charged $69 for my eye exam. When I ask I was told that it would be credited toward my glasses purchase. I picked out two frames that where included in the two for 79. When it was time to pay I was charged an additional $66. When questioned I was told that price was not for my prescription progressive . No other explanation offered. Then I was told it would be 7 to 14 days for my glasses. When I ask again told single vision only. If it is not 79 for two pair and same day they should not be allowed to advertise that. If I had known I could not get my glasses the same day before I had the exam and paid for everything I would have went somewhere else. I called and spoke to a representative and was told he escalated my complaint and I should get a phone call in 24 to 48 hours. I still have not heard from a representative from Stanton optical. Thank you for your time and help resolving this issue. I have enclosed a copy of their web page and their building with ads. Please note no mention of any special qualifications or even an * and a copy of my receipts.

  Business response

  07/16/2024

  We apologize for the inconvenience and frustration you experienced at Stanton Optical. We understand how important it is to have glasses promptly, especially for driving and daily activities.
  We regret that the pricing and same-day service did not meet your expectations, and that there was a lack of clarity regarding the charges for progressive lenses. We also apologize for the delay in our response to your complaint.
  We will contact you directly to address your concerns and work towards a resolution. Thank you for bringing this to our attention, and we appreciate your patience.

  Customer response

  07/29/2024

   
  Complaint: 21987688
  
  I am rejecting this response because:
  I still have not talked to anyone from Stanton optical so there has not been a response to my complaint. Part of my complaint was no response when I called. Still no real response. Just letting me know someone will be getting in touch. Again I have not talked to anyone from Stanton optical about my complaint
  Sincerely,
  
  *******************************

  Customer response

  08/01/2024

  I was contacted today by ******** the store manager he offered a full refund and his apologies. I told him he could refund me the difference in what I was charged and what I had expected to pay. He assured Me he would process it today and I should have a refund for the difference in no longer than two weeks. If this happens I will be happy. I do hope they at least think about changing their signs and website information. If I don't receive my refund I will let you know and then of course I am not ok. Thank you for your time and help. Hope you have a wonderful day.

  Business response

  08/06/2024

  We spoke with the patient and allowed her to give us a detailed explanation of her experience. We started by offering an apology on behalf of Stanton Optical. We explained the reasoning behind our current promotion and the difference between our current offer and the one from 2021, which included same-day bifocals for $79.95. While the patient understood the price change, she was unhappy that the signage on the building did not clearly indicate in bold letters that the offer was for single vision only and not multifocal for same-day service.
  We informed her that we have small print explaining the options for same-day service. To meet her expectations regarding price, we provided a partial refund. We also assured her that we would speak with the associate who helped her to ensure we are transparent about what can be done same day.

  Customer response

  08/06/2024

   
  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.if I received the refund
  
  Sincerely,
  
  *******************************

• 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

  07/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Order was on 05/14/2024, went back like a week later, glasses did not work out. Told to give it another 2 weeks. **** and still didn't work out. Person there told me I needed a smaller frame, picked out another frame and return in a week. Went back, another person there told me that I needed another prescription. Nothing was mentioned about the smaller frame that was mentioned before. Called to cancel order, someone was supposed to call me, no one did. Called today 06/29/24 and manager said it was already over 30 days. It is not my fault that they kept me going back and forth. Was told they could not give a refund.

  Business response

  07/02/2024

  We apologize for the inconvenience caused regarding your glasses order at Stanton Optical. We understand your frustration and are actively reviewing your case. Please expect a prompt follow-up from us to discuss how we can resolve this matter to your satisfaction. Thank you for your patience

  Customer response

  07/03/2024

   
  Complaint: 21920763
  
  I am rejecting this response because:I am not sure about their offer after being told different things every time I went in. The waiting and lastealy needing a new prescription. Can I trust them?
  
  Sincerely,
  
  ***********************

  Business response

  07/24/2024

  We apologized for the late response, we have proceeded to submit a refund for you, in the amount of $432 on July 22nd. If you have any more questions, please feel free to reach out. 

  Customer response

  07/28/2024

  What is the break down for this amount? Is the $300 being returned to the insurance? Acima who was financing for the glasses said they were refunding $223.22.

  Customer response

  08/05/2024

  Have not received refund as mentioned in message where I asked for details of refund, if it was for $300 allowance from my insurance. Have not received any refund at all. Will need to contact my insurance.

• 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,
  
  ***********************

*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. ↩