ComplaintsforOptical Outlets

• Initial Complaint

  07/02/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  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

  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

  06/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Got ripped off. Treated unfairly

  Business response

  06/24/2024

  Optical Outlets

  Customer response

  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

  06/03/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  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

  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

  02/05/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  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

  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 response

  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

  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 response

  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. 

• Initial Complaint

  12/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  After I paid for my visit and also my prescribed glasses I ever to pick up my glasses and I noticed that wasn't the one that need. I talked to the doctor and he made the changes. I noticed that 2 weeks passed by and nobody call me to tell me anything.. LACK OF SERVICE. today I stopped again and the gave me the same glasses that I said that they have to change. I've been in situations like this but nothing compares to the lack of honestly and service that they gave me today.. I don't care about the money that spent, I care about the service the you as a provider can offer which is absolutely less than worth it.... It's a shame to try to go back even if you try to make it up... Try to do something in order to fix this... Thanks again and be more professional towards to the customers

  Business response

  12/07/2023

  ************** has been contacted by our management team and his glasses are being remade. We have also extended a complementary pair for ************** for his inconvenience.  

• Initial Complaint

  12/06/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Optical Outlets said they would be happy to mail my contacts to my new address..instead they keep emailing me telling me to pick them up in *******. I moved to **************. NO ONE answers the phone or calls me back..ever! When I have managed to get through to leave a message I hear nothing from them. I'm out $170 and my contacts are sitting at their Sand Lake/******* location. No one, including corporate will help.

  Business response

  12/07/2023

  Ms. ******** has been contacted via email by our management team and the contacts have been packaged and shipped out via ***** We also enclosed some extra trial lenses and solution for this inconvenience. She was also provided the tracking number and we will monitor the shipment to ensure package delivery. 

• Initial Complaint

  12/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I went to the Optical Outlets on **************************************************************** to have a routine eye exam. My current prescription before this exam was working perfectly. The doctor put me on the eye exam machine and even though I repeatedly said, the type on the screen was blurry and I could not see the letters clearly, he wrote a new prescription for this new exam. Although he said that I would not need changes to my prescription, he thought that my glasses were showing wear and tear. I sat down and made the purchase and even asked if there were any changes to my prescription and the agent said no changes. When the new glasses came in I told the lady at the desk that there seemed to be a problem. I thought with some adjustments and use it would work its way out. I brought the glasses in a few times for adjustments. I only found out on Sat, 12/2/23, that there had been a +25 added to the left lens. l I have been having terrible headaches using my computer glasses on my 12 hour shifts. I finally switched back to my old glasses and the headaches are gone and I can read again. I want a refund or the glasses changed out. I was told that I am out of time on my purchase, but no doctor was on site and that (as best my husband or I could make out) there were no appointments available until after 12/21. The agent and My husband and I were the only ones in the store and we both asked her to speak up which she only spoke more quietly. Very poor customer service to not accommodate two hard of hearing senior citizens.

  Business response

  12/11/2023

  *** ****** as per our last conversation we have been waiting for you to check your work schedule to get you in for the recheck.  If you feel you are still comfortable with the prescription from last year when you bring them in we will be happy to adjust the left eye back to the rx that worked better for you.

  Customer response

  12/12/2023

   
  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

  10/26/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  On September 25th, 2023 went an appointment to check my eyes. I put an order which I have been patient/client of them for many many years. Usually, I pay half of my glasses and when I received the glasses I pay them in full but this time was different. They requested the full amount to pay in advance to put order. They do also calls in 2 weeks to let me know about the arrival. This time never got a call. Almost a month I decided to call and the person told me that the lab will call me, no other info was given. I decided to show at the location on October 23rd, 2023 and they only found one pair, the 2nd pair that I ordered and paid for unable to find. After 30 or 40 minutes trying to resolve the issue the girl tells me that she will call me the next day, which I never got the call. Today the 25th I went to the location again and spend more than ********************************************** they can't give me my money back , but the can reorder which for me at this point don't want. One because they did the first pair bad and 2nd the glasses they say it's the same one that I pick, to me it's not the one. How hard it's to get my own money for a service that I never got and I got the one the insurance paid but can't see clearly with them. I need my money to be able and buy another one in another place. I'm diabetic and I need the glasses without them can't see.

  Customer response

  11/01/2023

   
  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.

  The business gave a refund the next day. At this time there is no need to continue with the complaint. 

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

• Initial Complaint

  08/08/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I had an appointment 6/13/2023 for an eye exam. I have insurance that paid for the exam and 6 months of contacts. I paid out of pocket for eyeglasses. I did finally receive my glasses on August 1 2023. The glasses are metal frame that appears to be crushed on me receiving them. Its August 8 and I havent received my contacts. They are not answering my call or returning my voicemail. I asked for my prescription for my eyes,so I can get a pair of glasses I can see with.

  Business response

  08/09/2023

  **************** we are sorry that we have not been able to provide you with your contact lenses.  Due to law, we have to preform a class and witness you both put in and take the contacts out of your eyes to ensure your eye health and safety.  Upon completing this class showing that you can remove both contacts from your eyes, you will sign a document along with the staff with your care instructions as proof of completion to go in your patient file for reference.  Until this is completed we cannot by law release the contacts to you. If you are having any issue with the glasses please feel free to bring them back into the store and we will fix or replace the frame as we stand behind our products.  

  Customer response

  08/11/2023

   
  Complaint: 20440397
  
  I am rejecting this response because:
  I cant see through the glass or the one contact I had in. Ive also call and left messages with no return call. *** made numerous trips to the store and was told to call and set an appointment. How do I set an appointment if no one answers or calls back.
  Sincerely,
  
  *************************

  Business response

  08/14/2023

  **************** I am having the store reach out to you to schedule a prescription recheck with the doctor.  In your initial complaint it was about the frame and not having the contacts yet.  We will be happy to assist you with your vision.

• Initial Complaint

  07/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Got educated I got quoted three different prices on my glasses and lenses in the same store because I went back to *************** and the frames were about the same price but they quoted me hundreds of dollars in difference,And my insurance is paying them $300 for my exam and my eyeglasses. It was ridiculous first they social security comes in quoted me $100 out of pocked can the hold the frame till then ***** my check comes on on the 20th of the month so I called the manager and I asked her to hold the frame so I went back and she says I have to pay out-of-pocket $299.00

  Business response

  07/17/2023

  Hi there. Im sorry about the miscommunication. As per the notes in your record and todays phone conversation you asked for 2 different products. Therefore you received 2 different prices. Then you expressed to the manager that the price was still more than what you would like to pay. The manager then gave you the 3rd price which is the same product as last year and for the same price as last year.
  If there is any thing I can help you with I would be more than happy to do so. We value you as a patient and we will do all we can to make sure you receive the most value and maximize your insurance benefits. Please feel free to call me at **************. With any further questions.
  My name is ************************* district Manager. 
  I look forward to hearing from you. Thank you 

*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. ↩