ComplaintsforOptical Outlets

• Initial Complaint

  03/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  ***** since this started i went back 3 times they have more excuses than nothing else, they charge more than 700 dollars and i still have no glasses, if this is not finalized i will go legal im 66 years old and this people should not allow to be in business they are rude and dirty, to say the least i send glasess there 3 times they said they changed lenses, i market the lenses before i gave them to place, i pointed this out when 7 days later they called me and told me they changed lenses i told them still same issue i can;t focus at all and i pointed lenses never changed and show them the marks, i told them they are stealing from people and i will call the tv channel and make this public this people are full of complaints and is not a coincidence

  Business response

  03/22/2023

  We are sorry you are having a hard time with the glasses. we are reaching out to you to let you know that we will be very happy to give you a full refund and reinstate your insurance for you to use somewhere else. you never asked us for a refund you just dsputed the charge wit your credit card company without giving us the chance to address your issues. Please bring the product back to the location and we will be very happy to refund your account. and refund your insurance. tank Thank you  

• Initial Complaint

  11/10/2022

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  Eye Exam 9/20/22. Realized my sales person overcharged me. Also did not accept my coupon for $49.95 eye exam. With 2 pairs of glasses for $68.95 with a additional charge of $49.95 for progressive lens. The first quote was over $600. When the total for 2 should of been $320.00 with scratch resistant, glare, photo optic lens. Now 8 wks later no refund, no glasses, no credit. I paid cash!! And the District Mgr won't return calls! The original sales person has been rude! Time wasted and cost of gas to visit the mgr several times!

  Business response

  11/29/2022

  As I have personally met with **************** the refund was provided and she is satisfied with the result.

  Customer response

  12/03/2022

   
  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

  10/17/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Im been patient for long time at optical on ********* **, ************************ this year I when for my contacts exam and I ordered my contacts lens on May 21st, 2022. I when to check my order in June and was on back order, I when back on Oct 8th and they just have one, I spoke with one of the receptionist She told me, she will put a note for the manager, I call again today Oct 14th and my contacts still on back order, the receptionist was rude, she told me that was a lot of customers with the same situation, I asked speak with the Manager and she wasnt there. ******* months still NOT have my contacts. I need them to give me contacts or my money back.

  Business response

  10/31/2022

  We were sorry that you were inconvenienced due to the contacts being on back order from the manufacture.  We are pleased to note that they have arrived and that you have them now.  

• Initial Complaint

  07/11/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  Optical Outlets ************************************ XXX-XXX-XXXX X-XX-XX Went to Optical Outlets for Eye and Contact Exam. Ordered two pairs of glasses. Contacts - Dr. Ashley said I could not wear Multifocus contacts, I needed Mono contacts. I was given a trial pair of contacts, but could not see at all with them. I was given Multifocus contacts. I returned to the store to let them know. They ordered me another pair of trial contacts, the same thing, could not see, and then again they were Multifocus again. 6-3-22 Eyeglasses - I went back to Optical Outlets to complain that I could not see distance with my new glasses after waiting a while for my eyes to adjust to the new prescription. I kept getting headaches after a few hours of wear and distance was very blurry and near vision wasn't the best. either. Dr. Ashley re-examed my eyes and stated that the prescription was off by a quarter. Jennifer - The manager said that they would not correct the quarter off. Did not offer me any alternative to fix the issue other than to go to another ****** and pay for another exam then come back. Why would I have to do that? I no longer had any confidence in them. Wrong contacts twice, wrong prescription after two exams. Still having headaches and after spending $500 I was very upset. I returned the glasses for a refund. Jennifer approved and issued me a refund on 7-6-22. (See attached) I went to another eye ****** to find that my prescription was totally off. 2.50 Optical Outlets 3.50 Dr. Golden. (See attached) I had to pay $749 for another complete exam and glasses. My refund was pending in my account on 7-6-22 for $499.98 and then disappeared on 7-11-22. I called my bank and they said Optical Outlets canceled the transaction. Corporate customer service emailed me the refund receipts. (See Attached) I called Jennifer at the store and left a message, I called Corporate. No response.

  Business response

  07/15/2022

  Consumer Response /* (2000, 7, 2022/07/13) */ The issue has been resolved. I finally received my refund thanks to BBB. Thank you!

• Initial Complaint

  07/06/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased a service at optical outlets. I got an eye exam which was done in 10 minutes. I purchased the package that was a pair of bifocal; transaction lenses. I got a pair of sunglasses with a prescription in a package deal. Paid a penny under $500. I cannot use my bifocals because the coating they used it just peeling off. I have been careful with these glasses. I only used the clothe they gave me and that had rough logos on it that I believe began the scratches. The bifocals never really worked right. They told me to give it time to get used to it. I have cracking and the inscription of the prescription on the lenses is too deep and in certain light I see it. Just a low quality service for such a high price. I cannot use these at all. I was enjoying being able to drive at night but it didn't last long.

  Business response

  07/25/2022

  Business Response /* (1000, 5, 2022/07/10) */ I am sorry that you are having an issue with the lenses. W stand behind our product 100%. you can bring it back to the location and we will be happy to replace it for you. If you have any other questions or concerns please feel free to call the location or you can call me directly at (XXX) XXX-XXXX. My name is ******* and I am the district manger for that location. Thank you.

• Initial Complaint

  06/21/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  This office on Johns road in Tampa FL is telling people that are on medicaid that their particular lenses or perscriptions isn't covered and asking them to pay $40 copays and $400 out of pocket. I personally know 5 people they did this to. I suggest all people that have had this done to them file a complaint with your insurance company, with AcHA. At www. AHCA.myFlorida.com. Also with Department of health XXXXXXXXXX For Medicare and medicaid complaints. What they are doing is illegal and abuse and possibly medicaid/Medicare fraud. Medicaid recipients don't have copays and it's illegal to balance bill medicaid recipients.

  Business response

  07/14/2022

  Business Response /* (1000, 6, 2022/06/24) */ Ms. ******* ******* (18 yrs old) came into the store with and outside RX from Florida Eye Specialist & Cataract Institute. She presented her insurance which is Envolve. Ms ******* was told what was covered by the insurance. Patient wanted polycarbonate which was written on the RX. We told her she would have to pay a fee of $40, because her insurance no longer covers that material. Patient was shown frames and picked out a frame that was $114.95. Her insurance only covers frames up to $99.95. She was told the order would be $40 for polycarbonate and $15 more for the frame upgrade. Patient asked about second pair. Staff told her she would have to wait about a week once first order is placed, to be able to request a 2nd pair from the insurance. Patient was on the phone with her mother ****** ******* during her visit with us. At no point did the staff quote her $400 for an order and at no point did the staff speak to the mother who was on the phone with Ms ******** Same day complaint was filed Ms ******* ordered glasses from us.

• Initial Complaint

  02/07/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I drove from Port orange Florida to Sanford to get my eye glasses done. First someone took my measurements and told me my glasses will be sent to my home.7.95 charge to me. I got them in the mail and I could not see out of them. Called the manager told me to come back another 45 min drive one way. I found out the lady measured my eyes wrong. Wow... Again waiting for them to ship to me and still can't see out if them. The manager of the Sanford store was not caring and could careless. I am disabled and to keep getting rides up there is not easy. Please help me solve this problem I know I don't have to drive up there if I can talk to corporate to explain my situation. Thank you

  Business response

  02/28/2022

  Business Response /* (1000, 5, 2022/02/09) */ I spoke to Mrs. ****** today and she agreed to come in and meet with me to see what can be done. She will be in the office on 2/14.

• Initial Complaint

  01/06/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Optical Outlets is a rip-off and a scam. When ordering 2 pairs of glasses I specifically told the clerk I wanted lined bifocals, and specified the focal range that I needed (12 to 32") I was sold progressive bifocals and paid a premium for therm. Went to the store after 2 weeks and the gasses were there but they never contacted me. When trying them on I knew they would not work and sent one pair back to get lined bifocals. 3 weeks later it came back. Had difficulty focusing with them, can only focus on print 10 to 14" . Sent the 2nd pair of progressives to get lined bifocals. Tried to contact optical outlets. First time hung up after 5 minutes on hold, next day was answered by a call center, explained the problem. Was told a manager would contact me, That was 3 weeks ago. Went to the store to get 2nd pair. Told clerk I wanted a refund and speak to management. A store with about 20 people has no management? Was told a traveling manager would contact me. Never happened. I want a full refund, period.

  Business response

  01/31/2022

  Business Response /* (1000, 5, 2022/01/12) */ Hello, I have contacted Mr. ******* today 1/12/2022 at 11:42am, I spoke with him and apologized that he felt we were unable to accommodate his expectations and that if he felt his only option is a refund, we can process that for him once he returns the materials. I gave him my cell number to contact me when he plans to stop in and I will take care of it that day. In regards to his concerns, A line bifocal only accommodates a distance Rx and a reading Rx, the distance he was seeking is an intermediate distance which only is available in a no line progressive or by getting two pairs one far intermediate and one for distance or reading, your choice. There may have been miscommunication in explaining this on his initial day of purchase (11/10), and for that we apologize. Our automated notification system shows that on 11/18 we received his glasses and he was notified the same day via email/text. When he picked up our manager sat with him to again explain lined bifocal and no line progressive options, she remade one pair (12/2) as a lined bifocal to ensure he was happy before changing anything on his second pair. On 12/15 the second pair was also made into a lined bifocal. We are an office of ten associates and even if the manager is out, we have two associates who step in as assistants for any concerns a patient may need addressed. At no point in time was I (District manager) ever made aware that Mr. ******* wanted a call back from myself and the office manager who works all but one day a week never felt at any time that she was not accommodating any requests given by Mr. ******* therefore never feeling she needed any assistance. I am confident that we did our best to accommodate the requests Mr. ******* had remaking both pairs at no additional charge. At this time, we are waiting for the materials to be returned and will then process his refund as requested. -Christine District Manager

• Initial Complaint

  12/22/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My child & I both had eye exams and purchased glasses on Nov 10, 2021. We both have insurance. We both ordered the same pair of frames. I was told my child had a $15 overage copay, which i believe I s untrue. There is no set dollar amount on his policy. His insurance was billed the full price of the frames ($84.95) even though they received a $15 co pay from me so billing should have been for $69.95 not the $84.95? They billed his insurance $30 for a "fitting" but he did not go to pick up his glasses & I didn't see a fitting done the day of purchase. they coded/billed for trifocals to my insurance when it was progressive bifocals that were ordered & on receipt. I questioned this also. I also didnt want poly lenses, they billed for poly, upon return to pick up the glasses I could not see out of them. they were sent back to have lenses remade & I was told the poly was removed from the lab order, however poly has been paid for. I went to pick up the glasses again 12-8-21 & still could not see. I was told the manager was out of town, to come back on Friday. I reached out to my insurance company who advised I am able to return them and to call them while I am in store to have my benefit reinstated. I did this, however the manager was very aggressive and refused to give me paperwork showing my return besides the credit card return receipt (attached) for my copays. I returned my sons glasses as well. She angrily agreed to return both pairs and typed furiously telling me my son and I are now banned in the system from ever being a client of any optical outlets ever again. (Fine by me) I called my child's insurance and mine while still there to inform them of the returns on Friday 12-10-21 however optical outlets has not informed either insurance company of the returns. I was never given my sons prescription to get him glasses elsewhere. I want them to inform both insurances immediately of the returns and provide me with my sons prescription as required by law.

  Business response

  01/24/2022

  Business Response /* (1000, 5, 2021/12/28) */ Hi Mrs. ******. On December the 10th we issued a full refunded for all services for you and your son. The prescription was handed to you the same day along with the refund receipt. The prescription was also emailed to you December the 16th and December the 22nd. We emailed you a copy of all prescriptions today December the 28th again. On December the 1oth we requested a reinstalment of your benefits. It could take 30 days for your insurance company to reinstate your benefits. You can contact your insurance company to ask them to expedite the prosses. I am sorry that you had issues with the service and you requesting a full refund however we never told you that you're not welcomed anymore. I just can't imagine you coming back for service anyway. Once more I am sorry it didn't work out to your satisfaction and I wish you the best of luck. Thank you

• Initial Complaint

  10/27/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On March 29, 2021 I bought 2 pair of glasses from Optical Outlets Seminole for $439.87. After 5 months, the $399.92 pair have scratches on the lenses, The glasses were to have a scratch coat on them. I only use a microfiber cleaning cloths for cleaning my glasses. I went to the store and showed the salesgirl and she agreed they were scratched and told me the manager would call me before 5pm to resolve the issue. The next day after NOT receiving a call from the manager, I went back to the store and another salesgirl took my glasses to the manager that was in her office. When she came back she told me the manager said I had to buy an extended warranty to get a discount on replacement lenses. It would cost me $115 to get lenses replaced that shouldn't need replacing if they were correctly made with the scratch coating that I purchased. The manager NEVER came out to speak to me about this situation nor resolve it to any satisfaction. The $39.95 pair of glasses do not have scratches and I don't care for them as I do the more expensive ones. My vision is blurry from the scratched lenses and need to be replaced.

  Business response

  12/01/2021

  Business Response /* (1000, 5, 2021/10/29) */ I left a message for Mr. ******** about having approved his lenses to be remade at no charge last week. Earlier this week the staff at the store left him a message and I just called him again. He can bring the glasses back into the store anytime and we will make new lenses for him at no charge as a one time courtesy. Consumer Response /* (3000, 11, 2021/11/18) */ I received a new pair of glasses on November 17th after waiting 3 weeks. Business Response /* (4000, 13, 2021/11/22) */ Thank you for giving us the opportunity to correct the issue. Glad to hear you have received your replacement eyewear. Should you need any adjustments, we will happily take care of that for you at no charge.

*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. ↩