ComplaintsforEyeglass World

Optical Goods

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Initial Complaint
06/26/2024
Complaint Type:
Service or Repair Issues
Status:
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.
Feb.13 th 2024 I had 2 pr. of glasses made they gave me a headache I called and the lady told me to wear them and M eyes would adjust, I have been in and out of the Hospital with a pacemaker and heart Surgery so I called today i'm getting stronger and I thought I would go in and have them look at my prescription but the lady told me it had been too long and they weren't going to do anything about them so I just threw ****** out the window, when i'm driving and I see something down the road I have to take my glasses off to see what's in the road, and I just want them to replace the Glasses with the right prescription
Business response
07/03/2024
Dear Customer Relations Representative:

In response to the Better Business Bureau complaint filed by *******************************;BBB complaint ID# ********, we regret any prescription concerns ************************ has incurred.

We have addressed his concerns with the general manager (*****) and she has contacted the customer to invite him back into the ********************** center so that we can assist the customer with possibly correcting his ************************. The customer indicated to the manager that he would return to the vision center to speak with her.

If ************************ has any further questions or concerns after he speaks with the manager, he is welcome to contact ************* directly so that we can assist him. Our phone number is: **************. We thank ************************ for contacting us and we look forward to assisting him.

Violet
*************
**********************
Initial Complaint
06/20/2024
Complaint Type:
Service or Repair Issues
Status:
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.
I went into eyeglass world located at ************************************************** I went in to adjust my glasses a bit due to them being loose my glasses where broken by a worker and they told me they will not fix the issue they cant repair or replace my frames
Business response
06/21/2024
Dear Customer Relation Representative,

This a response to the complaint filed by *****************************, BBB Complaint ID# ********, we do regret any damages incurred to ******************** frame , caused in the process of her frame being adjusted. Unfortunately, we do not sell her brand frame and we apologize for this accidental breakage/damage.

******************** complaint has been addressed with management and according to our records, ****************** was allowed to pick out a new frame, quite similar to her own frame, from our frame selection and we made her a new pair of prescription eyeglasses (valued at $180.00) yesterday.

If the customer would prefer a refund for her damaged frame, she may return the new eyeglasses we made for her and provide us with a copy of the purchase receipt for her frame, and we will process a refund for her. We thank ****************** for contacting us and if she has any further questions or concerns, she may contact ************* at:**************.

Thank you for your time and mediation.

Violet
*************
**********************
Initial Complaint
05/21/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
On or about 7 Jan 2024 I ordered a new pair of glasses from Eye Glass World in **************. The eye Dr. on duty completely got my prescription wrong and when the glasses arrived they were unwearable. The Dr. corrected the prescription and the glasses were reordered. The problem is that the company that ground the lenses ground them wrong. Now this happened several times. My eyes were checked again and the prescription is OK. The problem. The company that grinds the lenses, to industry standards, allows for the lenses to be off as much as 3 degrees either side of "0". So I am wearing a pair of glasses in which the right lens is 2 or 3 degrees off and no one can get the company that grinds the lenses to actually get my glasses right on. The store can do nothing but keep going back and trying to get it right. Is there any way to resolve this issue?
Business response
05/24/2024
Dear Customer Relations Representative:

In response to the Better Business Bureau complaint filed by ***********************;Complaint ID #********, we regret any concerns **************** is experiencing with his eyeglass lenses. His concerns have been forwarded to management, and the customer was contacted by the manager. **************** will be returning to our ********************************************* on June 14th, to discuss his concerns with ****, and he will assist him with any necessary adjustments/order changes,depending on his optical findings.
Once again, we apologize to **************** for any issues he has incurred, and we look forward to assisting him upon his return to our vision center. If **************** has any additional questions, he is welcome to contact ************* directly at: **************..

Thank you for your time and mediation.

Violet
*************
**********************
Customer response
05/24/2024

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
04/03/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I purchased a pair of Transitional glasses on November 11, 2022 from Eyeglass World in ******, **.For the past few months, I realized that there seemed to be a "fog" when I put my glasses on, indoors. I thought I was suffering from the beginnings of cataracts. Now I realize it is actually the lenses themselves that have prematurely failed and are defective. They appeared to have yellowed. I pulled my old transition glasses out and they are CLEAR! I brought both pair into the store for comparison. I was told by the store manager that my lenses were not going back to clear. I consider the transition process on the lenses to be defective.
Business response
04/09/2024
Dear Customer Relations Representative,

*************** to the BBB Consumer Complaint #********, filed by *********************************. I do apologize for any issues ********************** may have experienced at our ******, ** location.

I have looked over ************************** account, as well as *** addressed her concerns with management at the store. Ms. ********** glasses were purchased on 11/11/2022. She also purchased a 1-year warranty on the glasses. Unfortunately, the warranty did expire on 11/11/2023. Additionally, transition lenses do darken over time and because this is a known quality of transition lenses, this would not be considered a manufacturer defect. At this time, we will not be able to remake ************************** lenses at no charge. I do apologize for any inconvenience.

Please be advised this complaint has been received and documented here at our corporate office, where it will remain on file. Once again, I do apologize and if I can be of further assistance, please feel free to contact me.

Sincerely,

*********
Customer Care
Customer response
04/09/2024

Complaint: 21526191

I am rejecting this response because:
I agree that I purchased the one-year protection. I do understand, from resources, that transitional lenses have a life span of three years.
When they fail, they take on a yellowish tint, which is actually what is happening with my lenses. It is not the original transition tint.
Sincerely,

*****************************
Business response
04/09/2024
Dear Customer Relations Representative,
*************** to the BBB Consumer Complaint #********, filed by *********************************.
I have spoken to the manager ***** at the ********** vision center. She has looked into ************************** account and, as a one-time customer service courtesy, she has authorized a remake of the patient's glasses. ********************** would need to visit the ********** vision center and provide the manager with the eyewear she wishes to have replaced. ***** is aware of the situation and would be happy to assist with this remake; she is available in the store on Tuesdays, Wednesdays, and Thursdays.
If I can be of further assistance, please feel free to contact me.
Thank you,
*********
Customer Care
Customer response
04/09/2024

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
03/29/2024
Complaint Type:
Product Issues
Status:
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.
I am a Senior Citizen who has worn glasses since ************** I have never encountered such malarkey as this in all my days!!!. I feel scammed and do not wish this to happento anyone else so I am reporting this occurence to the BBB. Upon picking up 2 sets of glasses I noted that name and address were wrong on paperwork accompanying the 2 pairs of eye glasses paid for in full at Eyeglass World *********** Westside store. My RX, which I gave to them, has my correct name and info on it. i am unable to read fine print with either set of glasses. Eyeglass World was unable to explain to me why the client name and address on the glasses is wrong and not mine. I expressed concern that I might have this persons RX instead of my own since I cannot read with either set of glasses. I bought the lens protection plan for both sets yet they refused to express any concern about my inability to see through their lens or offer to correct the problem. They are blaming my doctor who think that they are just passing the buck to keep my money and not work with me to get me into the correct presciption. I was dismissed from the Eyeglass World Westside Store with NO resolution with these 2 sets of defunct eye glasses. They demeaned me (3 workers joined in the **** caused by ******** who pretended to be the store manager.I have learned that she is the AM and ********* is actually the store manager there..UGGH..I canr believe I gave money to these liars) They treated me poorly humiliating me infromt of shoppers in the store who looked concerned for me) their insults and errors just got deeper and deeper until I had to leave to protect my brain from their ugliness.. I was taught that shaming was a decoy for not wanting to deal with something professionally. I do not agree with this type of business conduct. I feel that I was scammed out of $743.42 which prompted me to post to protect others from this type of unethical business practice of EyeGlass World employees (******, *******, and *********) to avid making good on a purchased product.. is it too much to ask to giv a client wat they paid for??? I need to be into a pair pf functional glasses with my name and address and my RX. Not someone else's Rx. And I do no wish to subject myself to th kind of elder abuse. I need to see and I have paid this company in full for that privilege of sight. Eyeglass World has left me blind and in an old eye glass prescription that is not what I should be wearing. Thats not right. Thank you
Business response
04/03/2024
Dear Customer Relations Representative:

In response to the Better Business Bureau complaint filed by *******************************,BBB complaint ID# ********, we do regret any prescription and /or customer service concerns ************************** has encountered at our ***********, **- **********. vision center location.

According to our records the customer took her prescription into the ********************** center and ordered eyeglasses on 12/28/2023. This was an outside prescription, and her eyeglass order was filled accordingly. We offer 30 days from the purchase date to address any prescription concerns and our records dont show any concerns regarding this matter until ************************** visited the vision center last week.

We have addressed Ms.************ concerns with the vision center manager, *********, and she has attempted to contact ************************** twice to discuss her concerns; she hasnt been able to reach ************************** as of yet.If ************************** would like the manager to assist her, she may contact *********, or revisit the vision center when the manager is present to discuss her concerns with her.

We value Ms. ************ business, and we thank her for her feedback regarding her experience in our store. If ************************* has any further questions or concerns after she speaks with the manager, she is welcome to contact ************* at: **************.

Thank you for your time and mediation.

Violet
*************
**********************
Initial Complaint
03/22/2024
Complaint Type:
Service or Repair Issues
Status:
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.
Two separate lenses were made; first set incorrect upon examination by my opthomologist and were remade. Second pair took 2 weeks and during a physical exam by an MD, lenses again were rated as incorrect. Having had many glasses in my 80 years, I have had problems never before experienced by me; My vision remains alternately good then bad. Had to resort to my previous glasses which have not given me any problems even though it is obvious that I do need the newly-prescribed lenses but correctly made this time.
Business response
03/26/2024
Dear Customer Relations Representative:

In response to the Better Business Bureau complaint filed by ***************************,BBB complaint ID# ********, we do regret any order/prescription problems ***************** has encountered with her eyeglass lenses.

At this time, we show that management has once again reordered Ms. ******** lenses on 03/23/2024 and they are in process of being remade for her at our laboratory. It is our sincere hope that the lenses will be created to the customer's satisfaction this time.

We greatly value Mrs. ******** business, and we thank her for her feedback regarding her experience in our store. If ******************* has any further questions or concerns, she is welcome to contact ************* at:**************.

Thank you for your time and mediation.

Violet
*************
Americas Best Contacts & Eyeglasses
Initial Complaint
02/07/2024
Complaint Type:
Service or Repair Issues
Status:
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.
I bought two pairs of glasses from EyegLass World, one pair was free. The glasses hurt my nose and behind my ears so I returned them and asked Eyeglass if they would but my perscription into my old frames. They said yes and would provide me with a refund for the two glasses I previous bought in the amount of $589.00 dollars. In the meantime, my husband passed away. When I returned for my glasses on 1/23/2024 I was issued a refund for $589.00 on my new credit card as my account was cancelled when my husband died. However, the manager changed my new credit card number to the my husbands credit card. Thus issueing a refund to a deceased person. I called and explained this to the manager, but she said she could only give credit to the original card and it was the banks problem, not hers. This was so disrespectful and hurtful to me. You need to train you people better. The manager never called me back to say if anything was resolved on her end.
Business response
02/09/2024
Dear Customer Relations Representative:

In response to the Better Business Bureau complaint filed by *********************************;complaint ID ********. We sincerely apologize for any misunderstandings and difficulties ************************************** has incurred as we assure her that our goal is to provide the best customer service we have to offer.
According to our records Mrs. ********** 12/23/2023 purchase was refunded back to the original form of payment (card ending in ****) on 01/23/2023.While we do regret any inconvenience, this is our normal protocol for processing refunds. We would like to ask *********************** to confirm if she has received her refund as of yet? If not,has she disputed this with her credit card company? We look forward to Mrs. ********** response and we thank her for allowing us to service her eyewear needs.

Thank you for your time and mediation.
Violet
Customer Care
**********************
Customer response
02/10/2024

Complaint: 21260919

I am rejecting this response because: although I agree that I used the credit card ending in ****, which was my husband's card, he died on Dec. 15, 2023. At the time that credit card was still good, however, Once my bank, Navy ******************** was informed of my husband's passing they cancelled that card because my husband was the owner of the account and I was a authorized user. The bank issued me a new credit card ending in ****. I had given her employee, *****, my new credit card and the manager, **** said it was fine to credit to that card. How the credit was issued to the old card, when that was not the one I provided to ***** is unclear to me. The manager is refusing the active card and insists that she has to credit the original card, that is no longer active. But I have to stress, that I know of no one that would credit a charge to a deceased person. It is insane to think that is the policy of Eyeglass World.

Sincerely,

*********************************
Business response
02/13/2024
Dear Customer Relations Representative:

We truly regret any inconveniences *********************** has incurred; however, the vision center manager processed the refund according to our refund protocol. Once again,we ask that *********************** please confirm if she has received her refund as of yet in the account the refund was pair for? If not, has she disputed this with her credit card company/bank?
If she prefers to contact me directly to discuss her refund concerns, she may contact ************* at: **************. We look forward to Mrs. ********** response and we thank her for allowing us to service her eyewear needs.

Thank you for your time and mediation.

Violet
*************
**********************
Initial Complaint
01/27/2024
Complaint Type:
Service or Repair Issues
Status:
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.
El da 13 de enero **** a visin center (dentro de ******** ******* ** con una cita previa an examen se visin das antes haban revisado mi aseguranza a lo cual me corresponda un pago de 10 dls mismos q se me dijo antes del examen , saliendo del examen se me cobran 40 dls los cuales me obligan a pagar incumpliendo ******* lo acordado y tuve q pagar a la hora de pedir mi receta se me ofrecan unos contactos a un precio exagerado y abusivo le dije que solo quera mi receta la cual se negaron a darmela hasta llegados unos lentes de contacto que me **** q probar pues bien me retiro y das ms ***** con insistentes llamadas me dicen que no existe mi visita que no hay ni rastro q yo haya estado ah y pues sin poder hacer ****
Business response
02/01/2024
Dear Customer Relations Representative:
In response to the Better Business Bureau complaint filed by *********************************, complaint ID# ********, we do regret any customer service concerns ***************** has incurred. ****************** visited our vision center located inside of ******* at: ********************************************************************
We truly apologize for the poor service, and we assure her that her concerns have been addressed by management. Our offices have been in touch with ******************,as well as the vision center manager. The manager apologized and answered any questions or concerns she had. The $40 co-pay mentioned was ******************** out of pocket cost for the eye exam and contact lens fitting fee. ******************** contact lens diagnostic lenses were ordered for her and are ready for pick-up. She was notified of this,and we are looking forward to her scheduling a follow-up appointment with the doctor for her fitting however, ****************** has decided she would prefer to be refunded for the eye exam and contact lens fitting instead. A refund has been processed on 01/30/2024.

We thank ****************** for her feedback and for allowing us to service her eyewear needs.

Thank you for your time and mediation.

***********************
**********************
Initial Complaint
01/03/2024
Complaint Type:
Delivery Issues
Status:
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.
on 11/27/2023 i went to eyeglass world store in ********** and ordered one pair of glasses costing ******. i was informed by ******* that the glasses would be ready on 12/01/2023. as of today,010402024 i still have not received them. when i inquire i am told they are on back order. i have contacted or tried to contact their national customer service w/no *************************** is nothing more than a scam operation and anyone reading this should not patronize them. buy your glasses elsewhere.
Business response
01/09/2024
Dear Customer Relations Representative,

*************** to the BBB Consumer Complaint #********,filed by Mr. ****************** I certainly apologize for what hes experiencing with the delay of the lenses for his glasses.

I have looked over ************** complaint, and I have gone over his order history. His original order was made on 11/27/2023 and the cost was a total of $435.00. The lenses that were ordered for ************ were on backorder, and unfortunately, the lab had been unable to produce them. A loaner pair of glasses was made for ************ and dispensed to him on 12/13/2023.

I have addressed **************** concerns with the store manager, *****, as well. He has reordered **************** lenses on 1/02/2024 to speed up the process. ***** has offered for ************ to keep the loaner pair of glasses, as well as upon pick up of the order, he will provide a 50% refund of the original purchase. As soon as **************** order arrives at the store, they will call him.

Please be advised this complaint has been received and documented here at our corporate office, where it will remain on file. Once again, I do apologize, and if I can be of further assistance, please feel free to contact me.

Sincerely,

Jannah
Customer Care
Initial Complaint
10/10/2023
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
On 9/28/23, I purchased one pair of eyeglass frame at eyegalssworld.com for $95.24 ($89 + $6.24 tax). The order # *********. The receipt from the vendor shows multiple pairs of eyeglass frames were purchased. Since 9/28/23 through 10/10/23, I called daily the e-************* ************** and ****************** They have failed to provide the correct receipt as of 10/10/23. I need the correct receipt IMMEDIATELY to submit to my insurance carrier for reimbursement.I am requesting Better Business Bureau to assist in the matter.
Business response
10/12/2023
Good afternoon,
I contacted **************** via email on 10/10/2023 06:30:26 PM and sent him a letter that he could present to his insurance company. The letter is attached here, and it explains the issue with our system not showing his final purchase properly, but I provided screen shots proving what he purchased and how much he paid. I also included the *** codes he would need to request reimbursement for his purchase.
There is nothing more that we can provide to ***************** We apologize for the for this issue and understand if he needs to return the product he can do so. He would just need to reach out to us at ************ and we will supply a return label for *** where he can drop of the product. Once we have received it back, we will process the return and refund.
If I can be of any further assistance, let me know.
********************************************
Sr. Manager, **************** ********** Support and QA

Customer response
10/15/2023

Better Business Bureau:
I submitted Eyeglass World letter to my insurance provider. I await a response from the insurance carrier if the letter is acceptable for reimbursement of the my purchase.
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

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

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