ComplaintsforStanton Optical

• Initial Complaint

  11/11/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On October 11, 2022 I purchased a pair of prescription sunglasses for $254.60 at the ***********, ** location. When the glasses arrived on 10/21/22 they were incorrect. I took them back to the location and asked for a re-make. They said my new glasses would arrive within **** business days. On November 8, 2022 I called to check the status of my order and they stated there was another issue with them being re-made and should arrive on 11/14/22. I requested a refund and the order to be cancelled due to the delay. I was told I would receive a call within 24 hours which never happened. I have called 2 times since 11/8/22 to get an update on my refund. Both times I was told my request is pending. This is unacceptable. I paid ****** over a month ago for a product I have yet to receive. I am requesting my refund immediately. Upon checking the status today 11/11/22, the order is still pending a re-make now with a estimate ready date of 11/24.

  Business response

  11/23/2022

   

  Hello,

  Refund was processed for ****** on 11/14/2022.

  Best Regards

  Customer response

  11/24/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********. It took going to the local business and demanding to speak to the business manager to receive a refund. This was the worst experience and I will never use their business again nor would I recommend them to any friends or family. Extremely over priced and unprofessional. 
  
  Sincerely,
  
  *********************

• Initial Complaint

  11/10/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I visited Stanton Optical on 10/28/2022 for a scheduled eye exam and fitting for glasses. I received the eye exam and ordered the glasses the same day (receipt attached). I picked up the glasses on 11/04/2022. I tried them over that weekend and decided I did not like them. I was just not happy with them. I returned to the store on Monday the 7th and tried to return them per their warranty policy (warranty policy attached) and was told I only had 24 hours to return them. (https://www.stantonoptical.com/our-guarantee/)After that, I called Stanton Optical customer service on 11/07/2022 and was advised I was correct about the warranty and they would look into it and to allow 48 hours (email attached). After 72 hours I called customer service back for an update but instead I was transferred to the store and was advised once again that once the glasses are made, I could not get a refund. I then called customer service back on the 10th and was told once again, yes, I was entitled to a refund and they would look into it. I feel there is nothing to look into as the warranty guarantees me a refund if I am not completely satisfied. I am asking your assistance in this matter as I feel I am getting the runaround both from the store and customer service.I am asking for a full refund (less the $59 eye exam) of $402.90 Thank you for your assistance.***********************

  Business response

  11/22/2022

  Hello,

  I Want to inform you, We processed a refund for ****** to his method of payment back on 11/21/22.

   

  Best Regards

  Customer response

  11/22/2022

  ***Consumer Response***

  Good morning,

  I am writing to inform you that our case with Stanton Optical has been resolved to my satisfaction. I appreciate your assistance in this matter.

  
  

  Thanks again,

• Initial Complaint

  11/03/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  On 8/26/2022 I had an exam and purchased glasses at there location on ************** in *********** ********. My order # is ********. My order was expected to arrive a few days later. This happened but the lenses were cut incorrectly. The order was placed again and a week later the same outcome. Today 11/3/2022 I go to the store because I was told that my order was right this time. This was relayed by customer service. However, the same outcome happened again. I therefore requested a refund as this is ridiculous. They made the same mistake 3 times in a row. Then the tell me "my bank won't let the refund go through. We will have to send a check and this could take 20 days." So now I have to wait for a refund. I have lost the benefits of my insurance and so now I cannot afford a new pair of glasses. And this place collected on my glasses from my previous insurance. And now that I dont have insurance I am out the benefit that I paid for but cant have becuase they could not get the order correct.

  Business response

  11/22/2022

  Hello,

  I spoke to the patient today and He will be coming into  the store and picking a new frame and we will remake hos order . He was very appreciative of the call.

  Thank you

• Initial Complaint

  11/01/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Received a contacts lens exam in September 2022. Prescription was wrong, was rescheduled and double booked with a three hour wait and had to leave for work. Rescheduled again, received a call saying they would have to cancel because the doctor left early and was told I would receive a phone call from a manager, its been weeks with no response. Reached out to customer service, was told they could not reach the store and could not provide me a refund. Called for a different customer service agent who hung up on me while transferring my call to the store.

  Business response

  11/21/2022

  Original Order has been cancelled due to a full refund.

• Initial Complaint

  10/31/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I first want to Stanton in July 2022 and took both my son and I to get eye exams. We were there for over 4 hours waiting and trying to just get prescriptions. The ladies in the front were rude and more worried about lunch and chatting than helping customers. They also forgot to order my contacts which I didnt find out till a week later after checking in. Prescription was wrong so they gave me another exam this happens 3 times and still not the correct prescription. I asked for money back and they told me that they could not give it back and that they would have to send me out to an optometrist. Are you not a really and optometrist??! I tried to get some glasses paying out of pocket and I notice it still was not correct and made me dizzy and felt like looking through a microscope. I couldnt see anything 5 inches away from my face. They said if I dont choose correctly during exam its my fault I cant see though my glasses and said well our machine works fine and we will send to corporate to have made. That was oct 8th and now is oct 30. This in total has been 3 months of worst experience of my life. I now have to pay out of pocket for another doctor to give me an exam since they refuse to give my insurance back money as well as money I have paid out of pocket.

  Business response

  10/31/2022

  At Stanton Optical we pride ourselves on giving our 100% every day to ensure that our customers needs are being met. We know that we have let ********************* down, and for that we are very sorry.It shows that the patient was taken care of at one of our other stores in the beginning when she went to get her exams done along with the complaints she is stating. She came to our store Oct 8th & ordered two pairs of glasses, however, they show that they were cancelled on the 10th & exchanged for contacts & a new pair of glasses but weren't charged for anything. Her contacts have been ready for pick up & she was notified on 10/12. Her glasses are still pending to come from the lab & we will find out what's going on with them. Also, If the patient would like to come in for a restyle & a recheck we will take care of her. We will do what we need to make it right for her, get her seeing right, & have a different experience. 

  Customer response

  11/01/2022

   
  Complaint: 18335779
  
  I am rejecting this response because: I informed the store my prescription for glasses were incorrect. I only bought one pair of glasses. The cancellations must be something that your company must have done while trying to send off to corporate. I will not take the contacts due to prescription still being wrong. This was the 3rd time they examined me and I was told I would have to be sent to an optometrist. I now have to pay 129 to get my eyes correctly checked. I have all prescriptions and receipts for all purchases. 
  
  Sincerely,
  
  Kiisah Secatero

  Business response

  11/20/2022

  Patient has already been taken care of. She actually came in a couple days ago and we spoke with her 

• Initial Complaint

  10/20/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Sept 10 2022 Due to an emergency had an eye exam (********) at ******* ** store and ordered glasses (60812351/52), with a promise of delivery NLT 9/24/22. Picked up glasses on 9/22/22. Made me dizzy and nauseous, used for a couple of days to see if my eyes would adjust. On 9/24/22 glasses still making me dizzy were remade (********) dropping the transition area.On 9/30/22 went to pick up glasses still dizzy and vision off. Had a re-exam (********) RX was different in both eyes. New glasses remade, as of 10/20/22 still waiting, delayed???? Maybe 10/21/22 or delayed again?My problem is on 9/10/22 I had an emergency that my old glasses had been destroyed. I have worn glasses for over 40 years and never had problems like my RXs. And been in transitions for over 10 years. I went to Stanton as it was an emergency and since we had moved I didnt know where my spare glasses from before last where, those are about six years old. I have been wearing them since 9/20/22 when I located them. I went to Stanton hoping for a quick turnaround per commercial claims. But I was told two weeks after my first eye exam. Had I known it would take two weeks, I would have gone to my eye doctor on Monday and had a pair of glasses done sooner that worked with the features I wanted .Transition Blue-tint Transition to dark sunglasses I gave up the sunglasses option for the tinting for Blue-tint. I did this knowing in January I could go and get what I wanted from my eye doctor. At this time I dont have my new glasses and have no idea when I will get them or if they will work. The others made me dizzy, nauseous and made me misstep when walking and not wanting to wear them when driving. And since Stanton used my insurance for exam and glasses Im still out of luck until the New Year when I can get something that works.The only way to contact the company is via phone, at least with email or chat there is record. Refund of all charges

  Customer response

  10/24/2022

  ***Clarification From Consumer***

   

  Good morning, Thursday evening Oct 20, the Manager of Stanton in *******, ** contacted me that the glasses were ready for pick-up.

  
  

  I picked them up Friday afternoon, and have been making sure they are good to go.  I just got into work, this was the final check and they seem to be okay.

  
  

  She asked me to let her know.  I will be contacting her later this morning. She  apologized for the problems and delays.  

  
  

  Thank you for the quick help in this matter. Please let me know if I need to complete anything else. 

  
  

  Thank you again,

• Initial Complaint

  09/27/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The complete lack of transparency, and poor policy acknowledgement. I received an eye exam, and bought a pair of glasses with the new prescription [Sept. 12th] that I needed expeditiously for the sake of vacation(which Im grateful for). After using insurance, the total was $234. Following a few days wear, I found I had overpaid for glasses that kept falling off, as well as the edges of the lens being blurry. When I returned for my refund, on Sept 15th. I was denied because the manager isnt here, only managers process refunds. The manager wasnt there at 2pm, on a Thursday (very typical business hours) and I was SOL. Keeping in mind, nowhere on the receipt, nor the counter where the transaction took place was this odd refund policy stated. No one said Hey if you want a refund, call ahead to ensure our manager is present to get YOUR money back. Employees, and service workers were delightful, but the policies and lack of transparency make Stanton Optical the worse eyeglass retailer Ive ever visited. Todays Sept 27th, 7 days after the refund request and I still havent received the refund check, that they supposedly sent by mail. Furthermore, the entire refund process is anti-consumer, and illegal(CC ****): I paid cash, and am receiving a check? Being denied a refund in the state of ********** over something outside my control.

  Business response

  10/03/2022

  Unfortunately, the issue ************* has experienced slipped through the process.
  He is an important and crucial member of the Stanton Optical family. For the inconvenience this has caused, we were going to align him with our refund policies and his full refund has already been processed. He just needs to wait for our corporate check.

• Initial Complaint

  09/06/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I went into my local Stanton optical to get an eye exam and contact lens exam. First off they did not inform me my insurance was out of network then after choosing my frames which were ****** I discovered the total cost was over $600.00, stupid me said okay. I was never advised about the buy one pair get one free and my glasses took a month and a half to arrive, when I went to pick them up they were having to fit my lenses to the frame which I thought was weird and they told me they had to take my frames off their display wall cause my frames were not sent with the order. So I paid $****** for display frames and I have not been able to talk to anyone at their corporate office they just keep sending me emails that they will contact me within 48 hours and last contact was July 26. I also had to pay for both my eye exam and contact lens exam. They lie. Dont trust them

  Business response

  09/08/2022

  We apologize for any frustration *************** has experienced with this situation. The Regional Manager spoke with the patient and explained the receipt to her and explained that she did not pay for 2 exams and her insurance paid quite a bit and also she was not told about BOGO promotion since she used insurance and promotions are not combinable with the use of insurance.  The patient was most upset with no one getting back to her.  She loved the team and said they did everything right but was not happy her glasses took so long to come in.  We also explained to her that the glasses on the walls are not used.  She was pleasant and said thank you. We  asked how she likes her glasses and she said they are great.  Thank us for calling her. She did not ask for a refund.

  Customer response

  09/08/2022

   
  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

  08/06/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased contacts( for astigmatism) June 30, 2022.They kept being delayed.. Over a month. Had to go purchase from another company Contacts as I NEED them for work! I called the number given to cancel and get a refund.. I kept getting the run around. Finally I went to the business to get my refund. I was told that I would only be receiving $49.99 back out of a $150.00 purchase( no the contacts STILL aren't in) because my purchase was a " promotion " Wait.. What?? You're supposed to get a FULL refund if you are not satisfied.. Or so they advertised. So how are they keeping people's money this Way?? Please help me get a fair resolution to this.

  Business response

  08/11/2022

  We apologize for any frustration ******************* has experienced with this situation. 
  It is my understanding that patient has been refunded in full. 

• Initial Complaint

  08/02/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Look in uploaded files for my explanation to this situation.

  Business response

  08/12/2022

  Our goal is to provide a consistently reliable product and an exemplary level of customer service. Based on the events ************* described; we did not meet this goal. Her comments will be used for coaching and training our employees. Upon further investigation of pt ID # ******* the issue has been Identified. The patient placed an order on 1/18/22 with an employee who no longer is employed with Stanton Optical, the patient came in with an outside prescription from her Eye DR which is what was used to make her glasses. The patient's first phone call to Stanton's **************** was on 7/25/22, My ASM after reading the message called her to address the issue on 7/27/22 and left her a voicemail. According to what I am reading on the memo's left by customer service, the customer states she was finally able to get in and see her Dr 6 months after the purchase of the glasses where her DR told her that her prescription was incorrect and that is why she is not able to see out of them. On 7/27/22 My ASM sent a message to customer service letting them know that this was way past our 30 day policy and that she would need to purchase new lenses. I have not spoken to the patient yet, However from my research this was not a mistake made by Stanton Optical, the previous employee simply put the prescription the customer provided when she was making her purchase, the fact that the prescription was incorrect was a mistake done by her primary Eye Dr and Stanton should not be held responsible for her prescription being incorrect because we did not conduct her Eye exam. My ASM was following company policy when he stated she is past her 30 days. 

  Customer response

  08/12/2022

   
  Complaint: 17660463
  
  I am rejecting this response because:
  My doctors prescription was correct. According to the person from Stanton, its manager, I talked to yesterday, she agreed that Stanton wrote down the prescription incorrectly making my lenses wrong. Talk to ***** at Stanton optician in Jupiter Florida. She agreed with me that Stanton was wrong in their decision to not fix my lenses.
  Sincerely,
  
  ***********************

  Business response

  08/15/2022

  On behalf of Stanton Optical, we want to extend our sincerest apologies for the negative experience that Mres. **** had with our services. If the pt can come in with the prescription, we can remake the glasses just to confirm we imputed the incorrect prescription.

*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. ↩