ComplaintsforStanton Optical

• Initial Complaint

  12/30/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 12/28/22 I called to make appointment for eye exam. Appointment was scheduled for 12/30/22. Was told it would be $59.99 for exam and 2 pair of glasses. At appointment I was told that it would be $79.99 and there were approximately ***** frames to choose from out of between 500-1,000 frames. Employee blamed price difference on the call center who scheduled the appointment.

  Business response

  02/07/2023

  We want to sincerely apologize for the negative experience **************** had. We strive for the perfection of our product and the satisfaction of our customers. That said, we understand there are opportunities for improvement with any business. We were able to conifrm that the information provided was the following: exam was $59 but free with the purchase of glasses.

• Initial Complaint

  12/21/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I made a appointment on 11/5/22 for a contact eye exam at Stanton Optical located at ******************************************************* which i did I paid $97 for the prescription and the first trial contact lenses. I received my prescription and ******** informed me my trial pair of contacts had to be order it would take 3-5 buisness days. I call customer service spoke to *****, to check in my order on 11/21/22 and was informed that the store staff never made my order. **************** proceeded to transfer me to the store i spoke to the manager ***************************** and informed him i need to try my trial contact to make sure my prescription is correct before ordering my 1 year supply and end up with 1 yr supply of lenses that i wouldn't be able to use and lose my money. Because the refund or the retake of the eye exam expires 30 day from the day of exam. ******************* apologizes and offer to send my other and send me a receipt though email plus a couple of extra lenses for the inconvenience. I had been tracking my order it said that my order was delivered 12/19/22. I drive to the store they informed me they only received the right lens that i need to wait 2 more weeks for the left lens. To call back and if they had not received the left contact lenses they will reorder and i would have to wait again. I contacted customer service spoke to ******, i requested a refund since I'm tire of waiting. He transferred me to the store i spoke to ***** which she informed me that they don't do refunds i just have to wait for my order to be ready when is ready. Is been a month and two weeks and i still waiting for this buisness to provide for what i paid on 11/5/22 and they refuse to give me a refund.

  Business response

  12/30/2022

  We want to sincerely apologize for the negative experience Ms. ******** had in our store. At Stanton Optical, we strive for the perfection of our product and the satisfaction of our customers. That said, we understand there are opportunities for improvement with any business. The patient's mother has been contacted and the refund processed, she was very satisfied with the outcome. 

• Initial Complaint

  12/14/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On November 23,2022 I went into Stanton because it was the only place open for walk ins and I needed contacts asap my spare glasses broke. I paid $272 was told I wouldnt be receiving a trial pair but they should be in next week.. the following week the shipping had been delayed saying it would arrive December 2. On dec 2nd I called they said they only recievwd contacts for my right eye. New date changed to December 14. Here it is dec 14 no one answers my calls Ive called and called almost three times a week now. I am so frustrated because I cannot see. I asked if they could call another eye doctor to try and get me a trial pair because they kept telling me no when I went in. My job will not let me return to work without my eyes because I work with machinery and knives its unsafe. I have now missed 3 weeks of work am out $272 and still cannot see. This is absolutely ridiculous I have not received any other updates. My main concern is how do they only receive one eye if ordering from the same facility? What is really going on ! I need my contacts or a refund !!! I dont mind paying for the exam itself but if I have to go and buy contacts elsewhere I dont care to get the 6 month supply from Stanton! I will never return as a customer and have already warned my family and friends. The WORST service Ive ever received

  Business response

  12/28/2022

  We want to sincerely apologize for the negative experience Mrs. ****** had in our store. At Stanton Optical, we strive for the perfection of our product and the satisfaction of our customers. That said, we understand there are opportunities for improvement with any business. A partial refund of $173.00 was successfully completed on 12/17/2022. 
  
  

• Initial Complaint

  12/07/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Purchased prescription contact lens on 11/25/22 online via Stanton Optical in reference to Order #: ********. I called and asked why does it take so long when i purchased them in the store Oct. 2022 i received them within 3 days. No one was able to provide an answer. I asked them to update the delivery address to the hotel in *****, Florida so that I didn't miss receiving them at my primary *********** home address. I was traveling in ***** on business travel (travel dates: Nov. 30 - Dec. 3rd) and wanted them to ship them directly to where i was going to be. I called Stanton Optical several times between Nov. 30 - Dec. 2nd. and each representative didn't know too much about where my order was or could provide me with a tracking #. I spoke with ************************* and ***********************, both of them followed up in an email but still no tracking # and I do not have my prescription contacts. Both of the representatives assumed I purchased in-person and it clearly shows on my file that i purchased online. When i updated the delivery address with ***** he said it would take up to 48 hours for me to get a tracking #. ***** told me to do in the store in person to get a tracking #. That didn't make any sense as to why I would need to do that. Also, when speaking with *****, I requested a refund because I have been waiting for a tracking # and a concrete status on my contacts and they were not helpful. ***** said it would take 48 hours to process a refund and they will follow up. As of today 12/7/22, i have not received my prescription contacts and no one from Stanton Optical has contacted me or followed up to ensure I received them and still no refund. Stanton does not make customer's ********************** care a priority. They lack a sense of urgency and that's a major issue in business. I've never had to wait on vision care this long and this is a huge liability on my health and an inconvenience on me as a patient.

  Business response

  05/03/2023

  It is with great regret that we received this feedback, we take pride in our patient's satisfaction. We tried to contact the patient several times. We will keep trying so we can provide the proper resolution.

• Initial Complaint

  12/07/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I called Stanton Optical on ********************* this morning to inquire about a contact lens exam. I was told it would be 99 which is the same thing I had found online so I scheduled an appointment. When the exam was complete the lady checking me out asked about purchasing contacts I explained that no I had several issues last year with expired rebates and lost orders She said give her a moment to adjust the bill then. She said meet her at the front counter she charged me 128. When I inquired about the price difference I was told thats just what the call center tells everyone. I asked again the difference and she said it was a charge to take pictures. I told her I was just told hours previously about the price of 99. Is all I could do was shake my head and walk out. Last year was promised rebates that were a year expired this year overcharged. I wont be back they lie about everything they are worse than a used car salesman.

  Business response

  12/28/2022

  Hello,

   

  We refunded the $29 retinal imaging charges for this patient.

  Customer response

  12/28/2022

   
  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

  12/06/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I ordered a replacement lenses for my glasses and they took the frames and lenses on Oct 31. I am stuck using an old prescription which is causing headaches and making it hard to work. Every time I call the store. No one answers and when they do they say they have no clue when next shipment will be in. So I call the 800 support line and they said the glasses shoulda been in weeks ago. And try to contact the store. And again. No one answers. So were going on over a month now using an old prescription on a service they claim takes 14 days or less. Im stuck. I need someone to force their hand into ether getting me my glasses back. Or giving me a new pair at no cost. Every week the estimated arrival date changes. Yesterday it says the 5th. Today it says the 12th. Theyre indefinitely holding my glasses. And management no customer service seems to be able to help me. This is the Stanton optical location located in ********** **

  Business response

  12/13/2022

  Hello,

   

  We provided the service to this patient , and we called him to let him know about it.

• Initial Complaint

  11/29/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Called Stanton Optical and asked if they took Anthem BCBS insurance. Was told yes, so i made an appointment.11/12/2022 i had an appt. was told that there would be a doctor on site. Ended up having virtual exam. I was skeptical, but went ahead with the exam. Purchased a pair of glasses and also wanted contacts. Picked up my glasses 11/26/22. Couldnt see at all out of them. told the employee and was told to wear them for 2 weeks and get used to them. Called corporate after trying to see out of them all day, and have gotten the run around ever since. I would like this to be resolved before the 30 day money back guarantee is up. But it keeps getting pushed back. Contacts still have not arrived so i cancelled them.

  Business response

  12/04/2022

  Hello,

   

  The BM talked to her yesterday and the Patient will be returning the glasses on Saturday and they will process the refund.
  
  

   

   

• Initial Complaint

  11/25/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On November 23 I called this store to ask if they accepted ******************************** and was told that they do, so I made an appointment for November 25 for the ******* location on 50th street. I get to my appointment and was told No, that my insurance was not accepted and when I questioned the employees why was I told yes, they didnt give a clear answer, but assured me that my exam for that day would be $25 with a discount from my insurance. I accepted and was given an eye exam for contact lenses and as I was sat waiting, two more customers were told the exact same thing as me, that their insurances would not be accepted. I was given my free trial of lenses and when I went to pay I was told my total would be $75. I was lied too twice by this business. This is completely inappropriate for a business to operate like this, lying to customers about insurance to get them in the door and then lying again about the price of exams to pressure them into paying a higher amount at checkout.

  Business response

  11/28/2022

   

  Hello,

   

  Our ******* BM ****** called the patient this morning, left them a voicemail but also refunded the $75 to their MasterCard. 

  Customer response

  11/29/2022

   
  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

  11/23/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased glasses from stanton optical on 10/15/2022. They were having a buy 1 get 1 free deal going on and i walked out paying roughly $330. I gave it until 27 days and on 11/11/2022 i went in due to feeling my prescription was very wrong. i would get dizzy, stuff looked shaped weirdly and all day i would have a headache if i wore them. I wanted a refund due to working all week from 6am-6pm out of town and not being able to see the doctor. they told me they would give me a call the following week to advise me when the ** was going to be in to process the refund. i expressed that coming in the following week meant that i would go over their 30 day policy and ***** reassured me that he would honor it due to coming in before. I never received a call so i called their customer service line who requested a call back for me. on Monday 11/21/22 i got a call back. they informed me that i couldnt receive a refund due to going over the 30 days. i informed him ***** stated he would honor it and he stated that ***** was on lunch and that i had to wait for him to return and he would give me a call back. i never received a call back and decided to call again today 11/23/22. They told me they would only refund me $110 for the glass but not for the frames or eye exam.

  Business response

  11/25/2022

  Hello,

   

  We have processed a full refund and honoring a free re examination.

• Initial Complaint

  11/21/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I went to buy glasses at Stanton Optical in **********************************************************, they sent me to take the exam with the manager and as soon as I asked her if she spoke Spanish (webpage says they speak Spanish) she got angry and told me NO and began to treat me very ugly, She started my exam without explaining anything, she was looking at her phone and laughing all the time during my exam, suddenly she told me I can't find your eye, go see another eye doctor, I left the exam room and another employee asked my what happened I told him everything and he told me I'm going to schedule yo for tomorrow with someone who has more experience. They performed another exam the next day everything was perfect and in two weeks I returned for my two pairs of glasses, with the ones for reading I couldn't see anything and they told me the prescription was wrong and they reinstated them. In two more weeks I went to pick up the new ones and I couldn't see either, they spoke to the manager and she said it was my fault because I never brought my old glasses and that I have astigmatism and yelling at me she told me that they won't do anything else for me, and to go to another eye dr, I asked for my refund, It was so embarrassing all the people in the place were uncomfortable because of the treatment they were giving me, but at this point I needed my money back and they started the refund and told me I wont get the money for the exam back even when in the website said its free and they credit it in my invoice, they told me my money will be in my card from 24 to 48 hours, I called customer service because I didn't get my money, they said it would be in 7 days, didn't get it and call back, they said they sent a check and it would arrive in 30 days. I still don't have glasses, no money to buy others, and very sad because is being two months and I can't see or drive without my glasses it's causing me headaches, they don't want to return all my money and I was treated very badly by the staff

  Business response

  12/04/2022

  Hello,

   

  We will issue the check and send it overnight this week. 

*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. ↩