Complaints

This profile includes complaints for Stanton Optical's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Stanton Optical

  1615 S Congress Ave Ste 105 Delray Beach, FL 33445-6326

• 

  Stanton Optical

  1990 N Military Trl STE A West Palm Beach, FL 33409-4501

• 

  Stanton Optical

  13529 Beach Blvd Ste 102-103 Jacksonville, FL 32224-0288

• 

  Stanton Optical

  6868 Abercorn St Savannah, GA 31405-5835

• 

  Stanton Optical

  946 Patton Ave # 20 Asheville, NC 28806-3621

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:10/15/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I paid for my glasses in full cash and the store called me several weeks later and told me they lost the glasses frames I picked out and I told them to cancel that part of the order. They said a refund check had been sent out to me on Sept 20th 2024 but I have never received the refund check. I paid in full cash and they kept my $1200. And did not send my refund or the glasses.

  Customer Answer

  Date: 10/20/2024

  I spoke with the corporate office of Stanton Optical on 10/19/2024 . The person name I spoke with was Guerroe. I told him I had spoken with Israel and a female several times and was told I would have my refund check by 10/20/24 and that I still had not t received it and no ma was deliver we d on Sunday at my address. He told me that they had 30 business days to send it to me and that would not be up until Nov.1st, 2024.

   

  Business Response

  Date: 10/30/2024

  Ms. White 

  We apologize for the delay on the refund. 

  As we spoke today, we processed the refund today split in 2 transactions in 2 different **** cards. Please allow up to 5 business days for this to post. 

  We appreciate your patience and collaboration.

  Customer Answer

  Date: 10/31/2024

  Today I spoke with a woman from the corporate office and she says that she processed a refund to my debit card. I provided her with two debit card numbers, because the first card she says will only process $1000.00. The second card she says was processed for $298.00. I did check both cards and saw no evidence of the $1000 being refunded. On the second card there is a pending transaction for $298.00. The woman also sent me an email with what she says is the confirmation that both the transactions went thru on their end, but it could take up to 10 business days for it to show up on my card. So I'm still waiting.

  Customer Answer

  Date: 10/31/2024

   
  Complaint: 22427011
  
  I am rejecting this response because: Today I spoke with a woman from the corporate office and she says that she processed a refund to my debit card. I provided her with two debit card numbers, because the first card she says will only process $1000.00. The second card she says was processed for $298.00. I did check both cards and saw no evidence of the $1000 being refunded. On the second card there is a pending transaction for $298.00. The woman also sent me an email with what she says is the confirmation that both the transactions went thru on their end, but it could take up to 10 business days for it to show up on my card. So I'm still waiting.
  
  Sincerely,
  
  ********* *****

  Business Response

  Date: 11/07/2024

  Ms. *****

  We have confirmed that both refunds for a total of $1298.09 went through. See the attached files showing confirmation that the transactions were both settled. 

  Thank you for your attention.

• Initial Complaint

  Date:10/14/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My husband daughter and I went in for an exam and to purchase glasses. We ended up each purchasing two pair and i, ***** M ***** am still unable to see correctly from afar. I have been in 4 times for adjustments and my lenses had to be redone because they were measured wrong. I am unable to see from far. I have been at this since April, and every day by 1:00 -2:00 pm what i have is a plitting headache. They continue to tweek and try to get it right but I am not a ginnea pig, i refuse to contiue with this. last month i picked up the last pair that they said should be ok, i ws told to give it a couple of days and email them if they should proceed with the presciption for the second pair. I have now emailed 5 time and i have not gotten an anser, i have leted 2 messages for **** which is the only person there thay trys to help bit i have realized its not the staff. i have been wearing bifocals for over 15 years and never have I had to "get used" or suffer from horrible headaches until someone gets it right. the frames i picked i have had to put in 3 srews already because they are horrible quality. At this point i am out of pocket for the entire amoutn that ws paid both by myself as well as thru my insurance. at this point I am requesting a full like a refund of all the money that was paid by my insurance as well as my out of pocket expense, i dont want to try this again with Stanton Optical, the fact that the staff just continues to push new lenses and pop them into a horribly manufactured frame, not caring that it is causing horrific headaches is horrible. if this is not resolved within the next ***** days i will have no choice as to seek legal advise as the longert this is prolonged the longer they at this optical are damaging my vision and causing me health issues. I ask for a full refund on the ENTIRE amount billed to VSP as well we paid out of pocket. pls mail to *******************************.

  Business Response

  Date: 10/18/2024

  Ms.*****

  We apologize for the inconvenience, and we thank you for the feedback provided. We have processed a refund and have started a process to reinstate your insurance benefits. The refund will be posted in up to 5 business days. The reinstatement of benefits can take up to 45 days as we need to work with your insurance provider. Thank you for your patience.  

  Customer Answer

  Date: 12/05/2024

  First and foremeost the only reason they even aknowledged my request was becuae you emailed them about my complaint back in october, no one has bothered to follow up after that.  I was advised that my benefits would be reinstated / that theyhad contacted VSP (my insurnce) so that i can go to another ** to get new glasses and a new test.  its been over 2 months and nt a thing.  I am a the point where i am going to have to hire an attornet.  i can not afford to get glasses out of pocket and at this point i am suffering fromsever headaches becasue of the horribe presciption provided.  frames are already broken and glasses are stained duto por quaity  at this oint i woudl like to escalte my formal complaint as i have been requested naes or contact info of local as well as upper management to no avail.  AT THIS POINT I AM REQUESTING A REFUND FOR THE FULL REFUND OF $836.00 WHICH IS THE BENIFIT AMOUNT THAT THEY MAXED OUT ON MY INSRANCE. I WAS ADVISE THAT THIS WOULD BE REVERESED AND IT HAS NOT, THEREFORE I REQUEST A FULL REFUND BE ISSUED TO MY VIA CHECK AND MAILED TO MY HOME ADDRESS.  ********************************  FAILURE TO COMPLY WILL LEAVE ME NO CHOICE BUT TO SEND THIS TO MY ATTORNEY TO FILE A LAW SUIT, NOT ONLY BEUASE OF THE MONEY THEY BILLED THE INSURANCE BUT FOR THE DAMAGES THIS IS NOW CAUSING ME AND THE MEDICAL BILLS FOR MY LAST HOSPTIAL ER VISIT DUE TO SEVER HEADACHES THAT LEAD TO BE DUE TO THE BAD PRESCRIPTION.   

  Because i can not wait another 2 month for Stanton to try again to reverese my benefits and i need to get a prescription so that i can stop having to wear these horrible glasses and i can finally be releaved of the 8 month of literal head aches due to the poor scipt issued.

   

   

  Customer Answer

  Date: 12/05/2024

  First and foremeost the only reason they even aknowledged my request was becuae you emailed them about my complaint back in october, no one has bothered to follow up after that.  I was advised that my benefits would be reinstated / that theyhad contacted VSP (my insurance) so that i can go to another ** to get new glasses and a new test.  its been over 2 months and nt a thing.  I am a the point where i am going to have to hire an attornet.  i can not afford to get glasses out of pocket and at this point i am suffering fromsever headaches becasue of the horribe presciption provided.  frames are already broken and glasses are stained duto por quaity  at this oint i woudl like to escalte my formal complaint as i have been requested naes or contact info of local as well as upper management to no avail.  AT THIS POINT I AM REQUESTING A REFUND FOR THE FULL REFUND OF $836.00 WHICH IS THE BENIFIT AMOUNT THAT THEY MAXED OUT ON MY INSRANCE. I WAS ADVISE THAT THIS WOULD BE REVERESED AND IT HAS NOT, THEREFORE I REQUEST A FULL REFUND BE ISSUED TO MY VIA CHECK AND MAILED TO MY HOME ADDRESS.  ********************************  FAILURE TO COMPLY WILL LEAVE ME NO CHOICE BUT TO SEND THIS TO MY ATTORNEY TO FILE A LAW SUIT, NOT ONLY BEUASE OF THE MONEY THEY BILLED THE INSURANCE BUT FOR THE DAMAGES THIS IS NOW CAUSING ME AND THE MEDICAL BILLS FOR MY LAST HOSPTIAL ER VISIT DUE TO SEVER HEADACHES THAT LEAD TO BE DUE TO THE BAD PRESCRIPTION.   
  Because i can not wait another 2 month for Stanton to try again to reverese my benefits and i need to get a prescription so that i can stop having to wear these horrible glasses and i can finally be releaved of the 8 month of literal head aches due to the poor scipt issued.

  Business Response

  Date: 12/07/2024

  We sincerely apologize for the challenges Ms. ***** has faced with her glasses and the inconvenience this ongoing issue has caused. Providing quality products and exceptional service is our priority, and we deeply regret that we have not met her expectations.
  We understand her frustration with the adjustments, prescription issues, and communication challenges. We will investigate the issue and get back to you as soon as possible. We thank you for your patience. 

  Business Response

  Date: 12/09/2024

  Stanton Optical has already processed a full refund for the patient, including all payments up to the exam co-payment. Additionally, we are currently waiting for the reimbursement from the companys insurance for the patient, as this process was initiated on her behalf.
  We attempted to contact the patient via email, as she has not been responsive to phone calls. As a company, we strive to assist our patients to the best of our ability, including collaborating closely with our doctors. However, we recognize that there are situations where a patient may still feel dissatisfied due to personal or medical conditions, which we understand and respect.
  To address her concerns, we provided her with a full refund of her payment and the benefits offered by her insurance. Furthermore, as an additional gesture of goodwill, we allowed her to keep the glasses she received as compensation for any inconvenience caused.
  After multiple remakes and ultimately processing a full refund, we believe we have taken all reasonable steps to resolve the matter in a fair and accommodating manner.

  Customer Answer

  Date: 12/20/2024

   
  Complaint: 22422542
  
  I am rejecting this response because:

   

  the e an portion which is the most importante part has not been done its been over 3 months and the situation W my visin has just become worse.  Now I will loose the exam I had and again have to wait while Stanton continues to get their way.  At this point I will have to contact my attorney for resolution if they can not process my claim prior to the new year.  
  

  
  
  Sincerely,
  
  ***** M *****

  Business Response

  Date: 12/28/2024

  We are writing to reaffirm our commitment to resolving the concerns you have raised regarding your recent experience with Stanton Optical.
  As part of our efforts to address the situation to your satisfaction, we have taken the following steps:
  Processed a full refund for all payments, including your exam co-payment.
  Initiated the reimbursement process with your insurance provider on your behalf.
  Provided you with the glasses you received as a goodwill gesture to compensate for any inconvenience caused.
  We believe these actions represent a fair and accommodating resolution to your concerns.
  At this time, the reimbursement process lies solely with your insurance provider. To ensure a timely resolution, we recommend contacting your insurance company directly to follow up on the status of your reimbursement. While Stanton Optical has taken all necessary steps to assist, the next phase of this process is beyond our scope of control.
  We sincerely regret any inconvenience you have experienced and appreciate your understanding as we work within the parameters of what is feasible for us as a company. Should you have any further questions or require documentation related to this matter, please do not hesitate to contact us directly

• Initial Complaint

  Date:10/14/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 9/22/24 my glasses broke. It was a Sunday. My eyesight is very poor and after calling around to find places that could provide same-day service. I settled on Stanton optical in *********** ****. I called and they got me in. I arrived at my appointment and had what they called a hybrid exam which was completely new to me. After my exam was over and I picked out glasses and was then told I would not be able to get my glasses back same day due to the type of lense I would need. They will need to be ordered which can take up to 14 days to get them in. On the receipt was a ** code which I can scan after 24 hours to find out the status of my glasses. I waited about 72 hours before scanning the ** code which then I found out there was no order placed under my information. I called the store and was told first that my order was accidentally placed under someone else's name but not to worry they were in production and should be in soon. On day 14 I called for an update which then I was told my order was messed up because of a system update. I have been told several different reasons why My glasses have not come in and I'm unable to track them. Today is 10/14/24 And still no glasses! I called the week before last and spoke to ***** who said she was going to 'reorder my glasses in case something happened" ***** called me back later to let me know that she received a message that my glasses were in production and I should receive them very soon probably the following week. I still could not find any update information under my phone number so I called again One young lady took my information and called me back shortly after to let me know that she had just found out that my original order had an issue with the lens. Apparently it was broken during production but luckily the manager had placed the second order. So now I'm still waiting! I'm getting extremely frustrated it has now been 22 days!

  Business Response

  Date: 10/18/2024

  Ms. Rodriguez 

  We apologize for the delay on your order, and we thank you for your feedback. As we spoke, your order is ready, and we will make a second pair of glasses for you as a compensation for the inconvenience. Thank you for your patience, 

   

  Customer Answer

  Date: 10/28/2024

  After Stanton optical contacted me to let me know my glasses were finally in. I went in to pick them up and I could not see out of the right lens whatsoever. It was extremely blurry. So they rescheduled me an eye appointment which I came back for the following day. I had a new eye exam and glasses were reordered based off of the second eye exam they called me that they were ready to be picked up about 8 days. I picked them up and the prescription was correct this time. I Will be going back to get my second pair of glasses that they are compensating me and I was refunded $50 

   

  Customer Answer

  Date: 10/29/2024

   
  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."After Stanton optical contacted me to let me know my glasses were finally in. I went in to pick them up and I could not see out of the right lens whatsoever. It was extremely blurry. So they rescheduled me an eye appointment which I came back for the following day. I had a new eye exam and glasses were reordered based off of the second eye exam they called me that they were ready to be picked up about 8 days. I picked them up and the prescription was correct this time. I Will be going back to get my second pair of glasses that they are compensating me and I was refunded $50"
  
  
  Sincerely,
  
  **** *********

• Initial Complaint

  Date:10/11/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I went to Stanton optical Located at **************************************** on 8/12/2024. I needed a new pair of glasses they did not take my insurance so I paid out pocket $154 for two pairs of glasses. When I received them the prescription was inaccurate and I could not see properly. So I went back once on 08/23/24 for a retake eye exam and the prescription was similar to the last so I asked to see the optician and was scheduled to to see them again on 8/29/24. At the last appointment, I was met with dismay by customer service *** and technician ******* He was in disbelief I was back again for the same issue and wanted to turn me away. As he stated didnt you already do a retake. In the end the actual eye doctor got it right on the last visit without hesitation and I was to wait again for my new pairs of lenses. Shortly after I returned due to an email stating my glasses were ready on 09/17/24. I went to retrieve them and only received one pair so as of today 10/11/24 I do not have the second pair in which I paid for. But I did call on 10/1/24 and was told the second pair should be ready by 10/8/24 by ****** the technician. I went on 10/9/24 and was asked did you get an email? To which I ***lied I spoke with you and you said delivery was posted for 10/8/24. He looked at me in disbelief. At this point I watched another customer come in for the same exact reason. Her glasses were messed up twice and she patiently awaited the email just to get there and be told they were not available and to continue to wait. I then asked the manager how long am I to wait I came in August and it has surpassed 30 days to almost 60 days Ive waiting for glasses! In totality I want to ***ort this branch for bad business as I am not the only customer this has happened to and I feel as if they have gotten away with it for too long. I was highly dissatisfied with the wait times as this is the first time I waited over two weeks for glasses.

  Business Response

  Date: 10/22/2024

  We apologize for the inconvenience. We had unforeseen circumstances that have delayed your order. We have an update from the lab making your glasses and they will be ready for pickup in approximately one week. We will send you a notification to your contact number once they are ready,

  Thank you for your patience.
  

• Initial Complaint

  Date:10/10/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased my glasses in May.Took weeks to get them when I did I could not see well with them took them back problem was not corrected. Stanton Optical finally called me and they got me another prescription. This was about 3 weeks ago. They took my glasses back now I have no glasses. Now they tell me there is no order for any glasses,So now i dont have any glasses to show for my money at all. Paid for a product that I do not have

  Business Response

  Date: 10/18/2024

  Mr. ******, 

   

  We apologize for the delay we have experienced with your order. We are actively working with our lab to get your glasses made and shipped. We appreciate that you are working with us while we get this solved. In the meantime, we have produced a temporary pair of glasses while we complete your order. Thank you for your patience. 

• Initial Complaint

  Date:10/10/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 10/10/24, I went to Stanton Optical aka Now Optics to have an eye exam and purchase 2 pair of glasses for the advertised price of $79. Upon making the appointment the day before on 10/9/24, I was informed that they have a on site lab and would be able to make my glasses the same day. No one informed me that they only do "virtual eye exams", meaning that there is not a physical optometrist performing exam in the room with you. They have a computer screen optometrist that is doing the eye exam. I have never heard of such an eye exam! How can this be an accurate reading? Upon completion, I was told that my eyes were very bad and that I needed all types of additional items such as vitamin, eye drops etc. I was also told that my insurance couldn't be used now due to my "vision reading". This was a total sham! I was then told that it would be 45 minutes before the glasses would be ready. I left to grab something to eat and before I could return, I was called and told that the glasses had to be sent off in order to be made. I then returned to the store and asked for the manager. The manager's name was ******. She said that she could not do anything about what happened and I immediately asked her for a full refund. She said that she couldn't and I then asked her for the phone number to corporate and she told me "you can ****** it"... This is so very unprofessional and unacceptable! I just want my full refund from this store and will never enter this facility again!

  Business Response

  Date: 10/16/2024

  Ms. ******

   

  Thank you for reaching out and giving us your feedback, We are sorry to hear that your experience was not good, we will look into the case. As we spoke offline, we have issued a refund for your purchase. Thak you for your attention.

• Initial Complaint

  Date:10/08/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought glasses from Stanton Optical on 05/04/2024 for around $500. At first they were great but I noticed on 10/01/2024 that the gold end of one of the pairs of glasses has begun CORRODING and giving me a severe rash behind my ears. I took the glasses into the store to ask for either an exchange to a different frame or a refund as I can obviously no longer wear them. I was told by the manager, ****, that there is a 30 day return window and since I hadnt brought it to them during that window then I could use the warranty and pay ANOTHER FORTY DOLLARS for them to take my lenses out and put them in new glasses with the exact same frames! If the corroding had happened within the first 30 days I absolutely would have brought them back then, but it has only been 4 months and now Im expected to pay $40 ON TOP OF THE ORIGINAL $400 for them to put my lens in the exact same frames to have to do it again in another 4 months?!? I absolutely refuse to give this company any more of my money when its their product thats DETERIORATING ON MY FACE!

  Business Response

  Date: 10/10/2024

  Thank you for reaching out. We understand your concerns regarding the copay for the frames warranty, and we appreciate you sharing your thoughts with us.

  
  We are sorry to know that your frames have started to deteriorate. Keep in mind that the integrity of the frame depends of the conditions of use. 
  Our warranty program is designed to provide significant support, covering 80% of the costs associated with the replacement of your frames. 

  
  We know that unexpected costs can be frustrating, and we are here to help. We can get you a replacement using the warranty we offer for a full year; we reiterate that we will cover 80% of the cost. Information about our warranty program can be found at https://www.stantonoptical.com/faq/

  Customer Answer

  Date: 10/11/2024

   
  Complaint: 22398157
  
  I am rejecting this response because: simply wearing the frames daily should not cause them to corrode. I took care to keep them in the best shape possible (ie didn’t wear them in water or put in hair products when wearing them) So the integrity of the frame depending of the conditions of use is invalid seeing as they were used exactly as intended. I now have to buy another pair of glasses because I refuse to move my lens to the same frames just for it to happen again and have to pay another $40 every three months. The metal on the glass should be able to withstand simple wearing conditions. 
  
  Sincerely,
  
  Courtney Monde

  Business Response

  Date: 10/14/2024

  Ms. Monde 

  Thank you for your feedback. As we spoke today, you can visit our store to get a restyle of your glasses (select a new frame) at no additional cost. Looking forward serving you to get a solution for your case. We value your business. Thank you.

  Customer Answer

  Date: 10/15/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 22398157, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  Courtney Monde

• Initial Complaint

  Date:10/04/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I went to Stanton Optical on 9/20 after visiting my eye doctor for an updated prescription and purchased a new pair of glasses. I came back to Stanton 9/30 to pick them up, and somehow my prescription was egregiously wrong and the customer associates blatantly refused to give me a refund. The vision in the left lens looks like a fishbowl and gives me eyestrain. The eye doctor was not in store during both of my visits so I could not complain to the doctor directly. This is utterly unacceptable and I require an immediate refund.

  Business Response

  Date: 10/15/2024

  Ms. ***

  We are sorry that the product did not meet your expectations. We tried to reach you with no success. We have issued a full refund to the card you used for the purchase. You should see it posted in up to 5 days. Thank you for your attention.

   

• Initial Complaint

  Date:10/02/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  of before and you wont know until you go in the room for the exam and a lady comes on the screen. I dont think thats an efficient method to diagnose any type of eye diseases. Secondly the ladies at the front who assist you with glasses were rude. I told them several times I just wanted the exam and I would get glasses else where which they ridiculed me about. After debating for about 30 minutes I let them convince me to buy some outdated glasses. She told me the turn around time was a week. Its been almost two. When I called today to check on my order they said 30 days. I would have never proceeded with the order if I knew it was going to take them 30 days. 1/0 dont recommend. & I only gave it a 1 because the lady who assist you with before getting the exam on the microscope lens was very nice and outgoing. Update: 10/1/2024 I received a call/ voicemail apologizing about the inconvenience and that my glasses would be here Monday. Tuesday I go to pick them up and the ladies in the store said they were not sure why they told me that. The glasses are still in ***** at the distribution center. And I will receive a txt where they were ready. Im livid because now my time is wasted to pick up glasses that are not there. This is unacceptable and I will hold them accountable. I called the manager *************** day she already knew who I was and what i was calling about. You would think she would give me a call. She stated she did see they were supppsed to come Monday however.l they are still at the lab and she put in a ticket. No apologies or accountability was taken on her behalf whatsoever. She said at this time she could not issues a refund or do anything about it. This company is a joke and produces false advertisement on their site to get you in there. And their prices are not accurate

  Business Response

  Date: 10/08/2024

  Ms. ****

   

  We apologize for the inconvenience you have experienced. We thank you for the feedback provided as we will use it to identify areas of opportunity and fix them, As we spoke when you returned our call, we will issue a partial refund to compensate for this experience. We thank you for your patience and understanding, We will notify you when the glasses are ready for pickup. 

  Business Response

  Date: 10/08/2024

  We apologize for the inconvenience, and we thank you for your feedback as we use it to identify areas of opportunity for improvement. When we spoke recently, we agreed on a partial refund to compensate you for the inconvenience. Thank you for your patience and understanding. We will notify you once your glasses are ready for pickup.

• Initial Complaint

  Date:10/01/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Well.I went in for a exam and the doctor was up on a tv automated and he was talking to fast. And I told him also to slow down and he didn't. sO I don't understand how he was able to give me prescription when I didn't answer him.cause his language was terrible I couldn't understand him he could of cared ******* for home to say or even give a exam he has to have my answers to the ********** he just marked anything for my prescription so my exam was not a success.and he still Gave a prescription not here my response to seeing the letters. I want a refund I reported it to the counter they acted like they didn't care that I couldn't understand him talking he was Asian and talk very fast.

  Business Response

  Date: 10/04/2024

  Ms. Tucker 

  We are sorry to know that you were not satisfied with the telehealth experience. We have quality controls to ensure exams are conducted properly and we apologized if we missed on delivering a good experience. We are taking your feedback in consideration for continuous improvement. Our policy found online at ****************************** specifies that the price of the exam is non-refundable. Thank you for your attention.