Complaints

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

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Optical Outlets has 32 locations, listed below.

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  Optical Outlets

  3202 W Kennedy Blvd Ste 1 Tampa, FL 33609-3245

• 

  Optical Outlets

  4848 S Tamiami Trl Sarasota, FL 34231-4352

• 

  Optical Outlets

  9409 US Highway 19 STE 443 Port Richey, FL 34668-4633

• 

  Optical Outlets

  227 Brandon Town Center Dr Brandon, FL 33511-4728

• 

  Optical Outlets

  4650 S Cleveland Ave STE 1A Fort Myers, FL 33907-1371

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:04/07/2025

  Type:Delivery 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 March 13th of 2025, I went into the optical outlets location that I have been going to for years, this is the location on US 41, by the ***********. Ive never received superb customer service here however that day I ordered 3 pairs of glasses for myself which totaled to be around $115. About two weeks later I recieved my glasses, when i got home I quickly realized every single pair is extremely crooked, they do not sit straight on a flat surface at all, moreover they look even more ridiculous when I wear them. I live far from this location so when I had the time, I drove forty minutes to get them adjusted, less than a week after receiving them. The older woman brought them to her office and about ten minutes later said she fixed them & that they look straight when I wore them. This was far from true. They appeared the exact same, with the same level of crookedness to each one. I was frustrated because I had spent time out of my day to get them fixed & nothing was done. About 4 days after that I brought them to the location in ******, much closer to my home. Same story here, I was told they looked fine after the young lady adjusted them, however- again, this was far from true. I got in my car, placed each of them on a flat ************** were all EXACTLY the same. At this point I dont want to waste anymore of my time, I fear that going back for adjustments is simply wasting my time as every single time now, nothing has been done. I request that I receive new glasses that are correctly adjusted, because clearly the glasses I was given, are faulty & crooked. I cannot wear them in public without feeling silly and the pressure on my head from uneven glasses is another issue on its own. Truly disappointing as Ive never had this kind of issue before.

  Business Response

  Date: 04/10/2025

  We are very sorry to hear of your experience.  We noticed you live closer to our southern location. Please stop into whatever location is most convenient for you and we will make this right.  We need to see what is going on to ensure that it will not occur again.  
  

• Initial Complaint

  Date:02/11/2025

  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.

  After my young son (under 6) failed the school vision test, he was referred to an opthalmologist and informed that he must wear glasses full-time. Our PCP advised me that Optical Outlets ********** was in-network with our insurance, so I brought the prescription there to obtain the glasses. After my son chose 2 pairs of frames, I was instructed by office staff to return during specific hours once the glasses arrived because the doctor would have to make any adjustments due to my son's ****** pick-up time, a tech set the glasses on my son's face and said, "Those feel good, right?" My poor son nodded in confusion: he has never worn glasses before. We were then dismissed and sent home. No time or attention was devoted to my son in making sure his glasses fit by any staff member. In fact, not one employee seemed to care, and never once asked him how clear his vision was after putting them on.Last week (01/29/2025), my son's teacher called me concerned about his inability to concentration, dizziness, headaches, and severe behavioral changes. My son told her the board was harder to see with the glasses on than off. I brought him back to the prescribing opthalmologist and was told to bring the glasses for testing.The doctor informed me that one of the lenses was wrong not my son's prescription. The other lens' occular center was off by 7 degrees. My son has severe astigmatism in both eyes and cannot see far away. He truly could not see, and certainly didn't know how to tell us. Their negligence caused my son academic, emotional, and physical harm. Falling behind in school decreased his confidence, and has now has to see a counselor. The accidents and falls he endured caused soft tissue injuries, including sprained ankles.Since his insurance benefits were used, I had to purchase my son glasses for $381.09 from the original opthalmologist. I should receive a refund for the glasses I purchased out-of-pocket. I am consulting a personal injury attorney tomorrow. **********.

  Business Response

  Date: 02/11/2025

  I spoke to patient today and listened to all of her concerns. We agreed that we would provide her and her son with new glasses at no charge. She will get one pair and her son two pair. She will be in the office to see the manager to choose frames soon. 

• Initial Complaint

  Date:02/04/2025

  Type:Customer Service 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.

  For some reason the optometrist at the ********* office doesn't want to work the full office hours and apparently they don't make them do anything they're up until 6:00 on Friday and apparently they decide when they want to work

  Business Response

  Date: 02/04/2025

  I did speak with this customer. we took care of his needs and scheduled an appointment for him. we have locations that has ** that works late and on Saturdays. we appreciate you giving us the opportunity to assist you.   

• Initial Complaint

  Date:01/30/2025

  Type:Product 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.

  Visited store 11/21/24 for eye exam, I was not happy with the glasses and requested a refund for $25 I paid cash $40 for the exam and the glasses. I have called the store several times first response was that it can take up to 3 months, I kept calling and no answer after 30min holding.they said a check will be mailed, it has been more than 2 months and did not get a check

  Business Response

  Date: 01/30/2025

  Good Afternoon,

  Since customer claimed he never received a refund check, I have resubmitted this refund request to our **************** in **********. The refund check will be mailed to the Holiday address the patient provided within the next two weeks. Please contact me directly if it is not received at my number listed below.

  Best Regards,

  Schedar ******

  District Manager

  *************************

  Customer Answer

  Date: 02/17/2025

   
  Complaint: 22877798
  
  I am rejecting this response because: Never been resolved, the company did not send me a check yet
  
  Sincerely,
  
  ***** ******

  Business Response

  Date: 02/17/2025

  Good afternoon,

  Our records indicate this check was mailed from our **************** in ********** on 2/12/25. As previously stated, the refund check will be mailed to the Holiday address the patient provided. Please contact me directly if it is not received at my number listed below.

  Best Regards,
  Schedar ******
  District Manager
  *************************

  Customer Answer

  Date: 02/25/2025

   
  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

  Date:01/07/2025

  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.

  Initial exam was 11/26/24. 12/06/24 I went to pick up. Right lens on both pairs were distorted. I was told I had to schedule a re-exam with the **. ** 12/09/24 I did the re-exam.. He said the right lenses on both pairs were completely distorted but did not correct the prescription. . He said he would send ** back to the lab to have it corrected and someone would get in to ** 12/19/24 I called for status of glasses. No one had an answer and was told they would check with the lab. After 3 hours I called back and was told the glasses weren't ready. I asked if the glasses were actually sent back to the lab on 12/10/24 or just now being sent out. Supposedly sent out on 12/10/24. ** 12/30/24 I called and the automated machine said no such customer phone number was found. I went to Optical Outlet to find out what was going on and get the status of the glasses. The associate found one pair for distance. Nothing was changed on the right lens prescription. The associate never offered to check the lens, she was the only employee working at that time and the ** wasn't in. I requested a refund and was told they don't give refunds. I had to speak with the manager the following day. 12/31/24 I went back and spoke with the manager, ****** ******. *** said I had 3 options: have the lab redo the lens sphere ( but she didn't think they would still be correct), do a re-exam with the **., or get a refund. I told her the ** told me to see him when my glasses came back. ****** refused to interrupt the **. *** said my conversation was said verbally between me and the ** and he was booked that day. The optomologist exam was not accurate. He didn't correct the prescription for the lab. *** told me refund would be credited back by Friday 01/03/25. *** had to get approval from the Senior District Manager ***** ******. As of today 01/07/25 no credit was submitted.

  Business Response

  Date: 01/09/2025

  Patient was refunded on 12/31 $134.88 was refunded back to her card. Receipt of this transaction available for patient if she contacts the office. 

• Initial Complaint

  Date:11/11/2024

  Type:Customer Service 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.

  The eye Dr. ** ******************************** ************* totally messed up my eye glass prescription. Also I needed a cataracts examination and needed a referral sent over. I waited for months for the office to call me for a evaluation. I just found out that the referral was never sent to the cataracts doctor. This is unacceptable. I also have heard from several people that this eye doctor messed their prescription also.

  Business Response

  Date: 11/11/2024

  Hi ***** . I am sorry you are having issues with your glasses. Please go back to the location and we will be very happy to take care of any and all issues you may have. 

  Customer Answer

  Date: 11/11/2024

   
  Complaint: 22531160
  
  I am rejecting this response because:
  Optical outlets did not send my referral to the cataract surgeon.  My glasses were not right.  I went to another doctor and got another eye exam and new script.  I can,accept a bad eye exam but to NOT send in the referral for cataract surgery was unacceptable.  Plus your eye doctor is rude and gave me misinformation about my eyes.  I will not ever let her examine my eye ever again.  I have also heard multiple people say she messed up their eyes.   What does it take to see she is incompetent.

  
  
  ***** *****

• Initial Complaint

  Date:07/02/2024

  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 new pair of glasses on 6/19/24. Received glasses on 6/24/24 and left the store. Vision not clear. After close examination, lenses discovered to be rotated. Progressive horizontal indicators obviously not horizontal, slant is the same on each lens. Most likely cause, frames not placed in tracer correctly. I know what I'm talking about; I used to run an optical lab. I made 10s of thousand pairs of glasses. Had glasses examined at my eye doctor's ******* the licensed optician there concurred that the lenses are rotated. Returned to place of purchase. "Manager" (same person who sold me the glasses) determined nothing to be wrong with glasses, refused to remake. While looking at the invoice to get the order number just now, I noticed I was charged $35 for "eyeglass protection plan". I was never asked about this, nor agreed to this, nor would have agreed to this had I been asked. Before seeing this $35 charge I just wanted what I paid for. Now, I want a full refund. I will return the glasses to the store upon receiving said refund.

  Business Response

  Date: 07/05/2024

  ******************* visited the office on 6/24 to pick up his glasses. Before leaving the office, he stated the lenses were crooked in the frame. Another associate was working with ******************* so she referred him to the manager for further assistance. The manager did note the frame was crooked and adjusted the frame, however she could not see the issue ******************* was describing. At this time the manager requested ******************* sit down with her to further understand the issue he was having, which he refused and instead aggressively shoved his glasses back into the case and yelled "so you aren't going to remake them?" while walking away. The manager told ******************* she would remake them and just needed more detail on the issue, however ******************* left with the glasses and refused to speak with anyone else about the issue.

  If ******************* desires a refund, he must bring the glasses back at which time we will process the refund before he leaves the office.

• Initial Complaint

  Date:06/21/2024

  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.

  Got ripped off. Treated unfairly

  Business Response

  Date: 06/24/2024

  Optical Outlets

  Customer Answer

  Date: 06/24/2024

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

• Initial Complaint

  Date:06/03/2024

  Type:Billing 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.

  Optical Outlets Charges you $75 for a frame that toy already paid the company to replace scratched lenses. I bought some frames at Optical Outlets, and on August 14, 2023, I went to the store to have my lenses replaced because they were scratched and they charged me $75 more for the frame that I had already paid for at Optical Outlets because the lenses were not under warranty. On May 31, 2024, the lenses on another frame that I had also purchased from Optical Outlets were scratched and they charged me $75 more for the frame. This is a scheme to steal money from customers.

  Business Response

  Date: 06/03/2024

  To Whom It May ********************** have looked at ******************************** order and see the Patient's Own Frame charge he is referring to. When the lab receives a frame that has been used by the customer and the customer is wanting new lenses put in it, the lab charges a $75 tracing fee. While I understand the frame was originally purchased from us, frames can stretch and slightly change shape over time which can create gaps and lenses to loosen, so the lab has to retrace the frame and create a mold that will then be used to cut the new lenses to ensure they fit tightly.

  **************************** could have saved time by bringing this up at the store and we would have addressed it in a way that could ensure his satisfaction. The *** fee is $75, and as a courtesy we will refund it this one time, ensuring it is understood that it is the lab who imposes this fee due to the extra work incurred in tracing an older and worn frame. 

  This $75 fee will be adjusted this one time only and will be refunded at the time of pick up. If in the future **************************** decides to use his own frame again, the lab will impose the $75 fee and we will not be adjusting it.

  Please do not hesitate to contact me with any further questions you may have.

  Best Regards,

  Schedar ******

  District Manager

  Eye Doctor's Optical Outlets

  5607 ***************

  *****, Fl 33634

   

• Initial Complaint

  Date:02/05/2024

  Type:Customer Service 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.

  Date of trans action 1/8/2025 Optical outlet ******* ** store on ************************** I ordered a pair of glasses when they ce in the manager of the store took a hour on a Saturday. Ignoring customers when she told me she could not get the screws to stay in improper grind She offers to send them in. What I didn't know is the big dummy stripped them. When I went to pick them up the man there had a hard time he the ***** them. So they popped open again this is now trip thee he then on trip 4 puts a bigger s**** in which in a week does the same thing. I get nothing but the run around. I'm 60yo senior citizen on SSI and I feel they are just being dumb. If they would sent them in really for regrinding to fit the frame none of this would have happend. I can prove with a shadow of a doubt that they are 5he responsible party. I ask that the company recognize me and give me customer assistance and give me the frames that are not ruined by employees.. I will continue in again and again and keep complaining to whoever and wherever in a positive manner. Until this is rectified. I'm tired of being dumb treated by the employees which know they messed up but will not do the right thing and honor the code of if it aint right fix it right instead the two employee manager and only male assistant gave me the run around and ruined my time my patience and my glasses. What is wrong here is twoany Indians not enough chiefs. Thank you for your time. Can I *** them to make them fix this problem. I can't find any corporate office for th to help me. Thank you I hope. From ****** going blind and no body gives what a rat sits on

  Business Response

  Date: 02/05/2024

  Concerning the complaint filed from **************:

  Patient placed a complete pair order using his insurance benefit in the ******************* on 1.8.2024 with associate *****. ************** was notified by associate ****** on 1.12.2024 that eyewear was ready for pick up. On 1.15.2024 associate ******* assisted in dispensing eyewear. However, at dispense she notated that the lenses were popping out of the metal frame and needed to be sent back to the lab to be rectified. The order was at no charge, nor at any inconvenience to us, immediately entered to be sent back until in proper condition to dispense. On 1.19.2024 patient came in to pick up corrected eyewear. There has not been any communication from 1.19.2024 until 2.5.2024 from patient that he was having any difficulty with his eyewear. I, the district manager, was made aware of an issue by an associate at another ******* location who text me a complaint on a third-party vendor site from **************. I immediately brought it to the correct office managers attention. ********, the office manager, had not been made aware until this point that ************** needed assistance with his new eyewear. She reached out to the patient on the morning of 2.5.2024 he never returned her call. Later in the day we received the BBB complaint and attempted to call ************** yet again. Still no call back, however, he showed up in the office 02.05.2024 afternoon left the eye wear on the reception desk and walked out. At no point has ************** been denied any help however, he has denied our ability to correct any issues or concerns he may have. We have no choice left to us but to refund his out-of-pocket fees and reinstate his insurance. The eye wear he left meets all quality concern standards any further issues were never addressed to the office personnel. 

  Customer Answer

  Date: 02/05/2024

   
  The manager stripped e glasses and so did I come in my forth time to a trip

  There to pick up something that is not staying screwed in.The male associate was the last one I spoke to he spen ten minutes and finally drove a big  s**** in it that was ******** looking. For the last week it pops out over and over. Instead of sending back to regrind they both manager first spent over a half hour in the back popping the s**** out. The lens is to big for the glasses.  Instead of smart decisions to make the grinder people make this happen.They would rather the only black gentleman associate there added to the last straw by takeing a s**** that didn't fit and stripping it in glasses. I took them back and could not say a word to anyone because I wanted to hear what they say. Its a sorry thing to see corporate hiding behind people that just have learned to hide and scheme good people by just the ignorance of good service. They need to realize trust here has been taken away by there actions. Its a shame they ruined the frames and the glasses were treasured I am now ?? without. I'm not difficult I have used this office a few years. I just have been there 5 times and if actions speak louder then words and the main company just wants to kick me and not fix its employees ignorance to practice and policy. Then let them get the fair unbiased rating from me o m all social media warning without prejudice and to the truth. I will make sure to express daily somehow the competence is  not at optical outlet. 

  I deserve glasses that are not destroyed by two employees .I've never filed a complaint on my life. I'm really angry because her employee the only gentian in there finished off ruining them by jamming that long big not made for glasses s**** So they didn't grind right never was done right if they really sent it back. And my after follow up two more to

  Idea because the glasses were messed up was a big s**** in it.Hiw I've been treated by manager and herald staff member is shameful. 

  What reaching out please. I got one call today but I had not trust to hear a cover story. So if the corporation is to dumb to make a pair of glasses and can't hold people that are honarable.

  Then do what you must optical outlet. 

  I could have been easily set in another way. I could removed any remarks. 

  I wil await any positive out let ad I will never get the 5 weeks of poor vision due to there silliness.  If a applicable agreement be possible open to it. I sadly fear that unless they pursue the sales clerk who put the oversized s**** in it stripping it will fail to admit his hand in it just as the manager could have not spent a half hour popping s**** out of it and saying she sent them back for tegrind I seriously can't believe it it won't fit in the frames. No quality control. To many Indians not enough chiefs. And a cor]erase office ignorant in employee human nature. 

  Please Advise. I got no glasses. 

  
  Sincerely,
  
  ***********************

  Business Response

  Date: 02/12/2024

  In response to the rejection from **************, he brought the glasses into our office, left them at the receptionist desk, did not respond to our calls or return the voicemails we left. As previously stated, the monies paid out of pocket were refunded and benefits used reinstated.

  Customer Answer

  Date: 02/14/2024

   
  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,
  
  ***********************

  If they have Truely refunded me both in SSi towards a quality frame not stripped by there employees. I deserve. And the extra money I spent on the frames. Which hasn't been returned. I must agree that this is the best idea. Since there office and manager destroy frames that I could never obtain any quality pair of glasses. The work is that terrible..  So that said by my refund they have admitted that the ruined glasses that I turned in because they are useless as the employees that broke them. So thank yo for doing te right thing and trying to cover for your sssociateds poorly.  I.ask you to check on the return of funds to ssi and to *********************** . Pay quickly as you stole it quick and have no checks and quality balance.  I am looking forward to never doing buisness again. You are just to bad at the buidness you say you represent.