Business Profile

Optical Goods

Eyeglass World

Headquarters

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for Eyeglass World's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

30 total complaints in the last 3 years.
9 complaints closed in the last 12 months.

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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:03/22/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
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
Date: 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
Date:02/07/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I 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
Date: 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 Answer
Date: 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
Date: 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
Date:01/27/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
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
Date: 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
Date:01/03/2024
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 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
Date: 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
Date:10/10/2023
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On 9/28/23, 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
Date: 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 Answer
Date: 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,

***********************
Initial Complaint
Date:09/25/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Took my son to the eye doctor in June for an eye exam. I have been getting the run around about receiving his contact trials. The manager has said it was the manufacture but when speaking with the assistant manager she told me to be completely honest it was because we were supposed to charge you a sitting fee and we didnt. It has nothing to do with the manufacture, your contact trials should be here within a week. A week has passed and I received a call that my sons trials had come in, we set up an appointment, when we get there they cannot find my sons contacts and said its going to take an additional six weeks to come in. By the time we receive trials itll be November!
Business Response
Date: 09/26/2023
Dear Customer Relations Representative,

*************** to the BBB Consumer Complaint # ********,filed by ************************* in regards to her son, ***********************************,who is the patient. We certainly apologize for any inconvenience this *** have caused.

I have looked over ************** complaint and have addressed it with the store manager, *****. Unfortunately, we have multiple contact lens brands and prescriptions on backorder. This has been going on most of this year, and when something is on backorder that is out of our hands. I can assure ************ this is hurting us just as much as our patients. We have been estimating longer wait periods to give our customers a fair expectation. Theres always a chance something *** come in sooner, but we cannot make any promises. I apologize for any miscommunication that *** have occurred in regards to the time frame, and that has been addressed as well.

I can confirm the lenses have been ordered. ***** also assured me she has ordered a couple sets of the trial lenses for ******************** that shell be providing to try and make up for the time frame. As soon as the lenses arrive at the store, they will call ************ to let her know.

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
Initial Complaint
Date:08/03/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I paid for eye exam. Found out ***** would pay for it. Put in claim to Aetna; ***** paid Eyeglass World about 2 months ago approx June 1st. Eyeglass world is suppose to mail us a refund check. They have not done so after Eyeglass World in **************, ** said they have repeatedly asked "corporate" to give ** the refund.
Business Response
Date: 08/07/2023
Hello,
Eyeglass World is the provider for materials only at this location. We did not bill any insurance for an exam that we did not provide, nor have access to bill for an exam because we are a materials only provider. If Aetna paid Eyeglass World for an exam, I have no way applying that payment to a receivable simply because we don't have a receivable to apply it to. If you would like me to research if a payment was sent to Eyeglass World in error for an exam that was not provided by us, please provide the following information:
1.Check number 2.Check date 3.check amount 4.Date of the check 5.Date check was cashed. 6.Address the check was sent to.
If ***** says that the claim was paid electronically I will need the disbursement ID and the paid date.
Exams at this location are provided by Gulf Coast Optometry. The Doctor at this location is Dr. ****************************** Eyeglass World does not have access to view banking records for Gulf Coast Optometry.
Should we find that the payment was sent to us in error, the payment will need to go back to Aetna, as we cannot pass money through to a service that we did not provide.
I hope you found this informational. I look forward to working with you to get this resolved as quickly as possible.
****
Customer Answer
Date: 08/07/2023
I need time to research what they are telling me. I hear one thing from Eyeglass World store when I go to them. I have to try to get exact figures from ***** and go talk with the store again! I need time to do that. I want my husband to go with me and he works a lot of days so I will need time to get that arranged. Please keep this complaint open while I do my research, etc.
Business Response
Date: 02/02/2024
Thank you for sending. We were unable to validate the customer by name, email address, home address, amount due, or any combination of the previous. We do not have a record of this customer visiting any of our stores. Due to the low amount that the customer said was due (******************************* policy would have written off the balance for the inconvenience of the customer.
Initial Complaint
Date:08/01/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
To Whom it may concern: I paid for a pair of Eye Glasses from America's best here in ****** **********. ********************************************************** phone number ************. I paid for Extra Active Lenses and I didn't receive Extra Active Lenses and I paid for it as you can see the difference between the two glasses in the photo, the Extra Active Lenses on the right is a screenshot off of their website and my glasses are on me in the photo on the left. I went to the store manager and he was very rude and un professional and made a reference to my disability and also lied to me and said that he is the Regional Manager. Since the store manager is a perfect example of someone who doesn't belong in public service. I would like to have this resolved cordially and professionally. Please respond to me by phone or written document. Here is my personal information.Email address is ************************* Name is ***************************** Address is ******************************************************************* Phone number is ************
Business Response
Date: 08/03/2023
Dear Customer Relations Representative,

*************** to the BBB Consumer Complaint # ********, filed by *********************************. I certainly apologize for the issues ********************** has experienced at our ******,** location in regards to his glasses.

I have looked over Mr. ********** complaint,as well as I did receive his email here in our ************************* I have gone over his 6/22/2023 purchase, and have spoken to the store manager,*******, to address everything as well.

I can confirm that Mr. ********** lenses are the Xtractive transitions. It is possible that the product may differ slightly from the demo, especially when comparing physical lenses to the online photos, as there are many variables such as lighting that can differ in person.

At this time unfortunately, a remake of the product will not change how the lenses look or work. We certainly appreciate Mr. ********** business and regret that hes unhappy with his purchase. If ********************* would like a refund to resolve this issue, we understand and are happy to get that processed for him. Please have ********************** bring his glasses back to the store and theyll get him taken care of.

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 Answer
Date: 08/04/2023

Complaint: 20403870

I am rejecting this response because:
Look at the photos, the dark Glasses are the ones that were destroyed in my horrible accident, I was hit by a car while riding my bicycle, the lenses are super ???, compared to the ones that were purchased from America's Best. If they take my glasses I will be virtually blind. There are many reviews that reflect their false advertising on their website, my glasses are Not! The darkest that the lab they use provides. I would like to have a hearing set up for all parties involved, I also have witnesses that are willing to testify that This Manager is very unprofessional and my witness works for a reputable Eye Glasses firm which have had several visits to their company and I was assured that my glasses are not working correctly. Please set up a meeting or hearing as soon as possible.

Sincerely,,

*****************************
Business Response
Date: 08/04/2023
Dear Customer Relations Representative,

*************** to the BBB Consumer Complaint # ********, filed by *********************************. I have looked over his rebuttal.

In regards to his previous pair of glasses from the photo he attached, we dont know what type of lenses he had before, what material was used, or anything. It is possible that similar product purchased elsewhere may be different from what we offer. As previously stated,unfortunately a remake of the product will not change how the lenses look or work.

I am unable to set up a meeting between ********************** and anyone else. Hes welcome to stop back into the vision center and speak to someone if hed like.

At this time, what would ********************** like to do? I suggested the refund because it does seem like hes very unhappy with the glasses. We are more than willing to work with ********************** as best we can.

If I can be of further assistance, please feel free to contact me.

Sincerely,

*******
Customer Care
Customer Answer
Date: 08/05/2023

Complaint: 20403870

I am rejecting this response because: This is their website transitions ad. As you can see it is false advertising and I will not give up my glasses and be blind until I can get a different pair from a different company at America's Best expense. I was lied to by the Manager ***, ******* has nothing to do with the misguided way I was dupped into spending my disability money on false information. I want this to go to the *** of the parent company. I will not let it go until the false advertising is delt with on a nationwide website that is a lie.

Sincerely,

*****************************
Initial Complaint
Date:06/21/2023
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.
I originally went to the eyeglass World in ********** location to do a contact and eye glass exam. After the exam, I was prescribed **** on both eyes. The doctor gave me a sample contacts for me to try and I ordered prescription glasses. Soon after wearing the contacts, I realized something was wrong because I could not read anything close. there was no AC in that building and electrical generators were running all over with fans. I rescheduled to see the same doctor another day and to my surprise, the electricity was still out. I later found out there was no AC for an entire week in the building. Its unheard of how it could be possible at the end of May in South ******* to not fix the *** I felt its torture for customers and staff and extremely unhealthy. I was seen by a different doctor and she prescribed a different lens **** on both eyes. Ofter seeing the Doctor, I sat with the eye glass representative to make the necessary changes to the prescription to **** both eyes. The order she took disappeared days after. I asked to speak with a manager but no response. Next day After trying the fourth or fifth different contact brand the distortion was effecting my head I felt uncomfortable.. She said I should try the glasses to see if it was still distorted. I explained to the Doctor that the order for glasses is no where to be found lThe Doctor introduced me to the store Manager her name was *******. The Doctor explained to ******* what happened and she said she was going to follow- up with the person who was handling my eyeglasses.. I left that day with my young toddler without a solution except a bad headache from trying so many contacts that made things distorted. I felt dizzy. Eyes are extremely sensitive and not to be disregarded. This is complete negligence and needs to be addressed and rectified immediately as I am the patient and all patients deserve to be treated with respect, I expect a response and a solution as I am greatly disturbed.
Business Response
Date: 06/23/2023
Dear Customer Relations Representative,

*************** to the BBB Consumer Complaint # ********, filed by ***************************. We certainly apologize for the issues hes experienced at our **********, ** location.

I have reviewed his complaint here, as well as we did receive his email that he sent to our ************************* I have discussed this at length with one of the assistant managers, ***. Shes worked with ****************** when he was in both our ********** location as well as our ************* location.

First off I would like to assure ****************** that the air conditioning issues has been fully resolved and the ********** store is completely operational. We do apologize how uncomfortable it must have been in the location at that time.

Since Mr. ******** prescription changed, *** informed me that they had spoken and agreed to refund the eyeglass order so that once Mr. ******** prescription was corrected and finalized, he would then come back in and place his glasses order with his insurance. The store is unable to process insurance orders without the patient there.

*** also informed me that at the time of Mr. ******** exam at the ************* location on 6/15/23, it was agreed that he would contact either location, ********** or *************, to let them know which contact lenses he liked. *** has even called and left a message for ******************, but they havent heard from him yet.

We are more than happy to get ****************** taken care of and his glasses ordered. Please have ****************** contact either location and ask for the store manager or an assistant manager, and let them know which contacts he liked best and theyll get him taken care of. The ********** phone is **************, and the ************* phone is **************.

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 Answer
Date: 06/25/2023
I need to correct the above response, *** had placed the order for glasses when she saw me originally at the ************* location. *** never called me to tell me it was ready. I went back to your Boynton location and the order was no where to be found.
My issue is that the second prescription for contact lenses is also causing distortion and its extremely uncomfortable as explained to the Doctor during my last visit. ( Doctor could only know that I was not comfortable with the contact lenses prescription, but could not test to see if I was having trouble with her prescription for glasses because the order was no where to be found.)
I have been a client for years but had an extremely bad experience this time for the following:
1) Your business being open to customers and not having AC for a week. (Terrible condition for your employees to work under)
2) Me feeling uncomfortable with two contact lenses prescriptions without being given a solution or any attempt to find a solution.
3) *** taking the eyeglass order with the new prescription and telling me she will be following up to do the fitting but denying she ever took the order.
4) Me requesting a response from the manager but never received a call.
5) Declaring that *** had attempted to reach me although I never got a call from her.
Please refund to the insurance the eye exam charge so I can be treated by a different doctor under my insurance.
Its been too many unacceptable problems Ive had during my visits. You are running a business that has been servicing individuals vision for years. The need to be courteous and professional with your customers should be uncompromising. Youre business is in the health industry and peoples vision gets effected without the proper care. Its paramount that you run your practice with transparency and honesty because we deserve nothing less when it comes to vision.

Business Response
Date: 06/27/2023
Dear Customer Relations Representative,

*************** to the BBB Consumer Complaint # ********, filed by *************************** and his rebuttal.

The doctors at both of our locations are independent and are not employed through Eyeglass World. They work through *********** Optometry (GCO). When ****************** paid for his exam, his payment was not taken through our point of sale system, so Im unable to refund or even see that transaction.

I did follow up with *******, store manager for the ********** store. She has sent an email to their contact at GCO requesting they give ****************** a call in regards to a possible refund. Please note ****************** is also welcome to contact GCO directly at **************.

If I can be of further assistance, please feel free to contact me.

Sincerely,

*******
Customer Care
Customer Answer
Date: 07/02/2023
The reason I filed this complaint with BBB is because I have not gotten any help dealing directly with your company. The manager has never responded to me nor taken the time to call me to resolve the issue. Its clear youre not taking this seriously enough. Im still without glasses because you lost my eyeglass order. Im going to make this very clear. Either we resolve this issue with BBB or Im going to need to escalate this complaint to the next level and beyond.
Business Response
Date: 07/12/2023
Dear Customer Relations Representative,

*************** to the BBB Consumer Complaint # ********, filed by ****************************

As previously stated, we are more than happy to get ****************** taken care of, and order his glasses if he would like to proceed with an order. We just need to know which prescription he likes so we can put the correct prescription in for his eyeglass order. If ****************** would like to do this, please have him contact the vision center directly for further assistance, as Im unable to process orders from my office.

However if ****************** is seeking a refund on the exam, he would need to contact *********** Optometry (GCO) directly since the doctors are independent. They do not work directly through Eyeglass World,therefore his payment for the exam was not taken through our point of sale system and Im unable to refund for or even see that transaction. He was however refunded for the glasses. GCO direct number is **************.

If I can be of further assistance, please feel free to contact me.

Sincerely,

*******
Customer Care
Customer Answer
Date: 07/18/2023
I had to go through the my vision insurance and fortunately got them to honor my request not to count last eye exam visit and ***** me a new free annual exam with a different company. I presented my complaint to the vision insurance board for review and after going through their committee they decided in my favor.
(My experience dealing with this company has been nothing short of terrible. I will be sharing my bad experience with everyone)
Business Response
Date: 07/19/2023
Dear Customer Relations Representative,

*************** to the BBB Consumer Complaint #********, filed by ****************************

We are greatly disappointed to know that some of our customer's expectations are not met. We strive to provide all of our customers with excellent customer service and we work toward this goal daily. Mr. ******** complaint has been received, documented and will remain on file.

Sincerely,

*******
Customer Care
Customer Answer
Date: 07/19/2023

Complaint: 20214411

I am rejecting this response because:

i originally presented the following issues to you below and you made no attempt to fix any of them. Nevertheless your responses were simply broken records requesting for me to be the one to call your store to resolve the matter. I clearly responded to you several times that if I had any luck dealing with your store directly, I would not need to create this complaint. After numerous request Ive made to your upper management to be contacted no one took the time to ever reach me. Yet claimed someone did. There is intentional negligence on your part and it needs to be escalated further. When it comes to vision care, showing this degree of apathy by a vision care provider needs to be made public and disclosed fully.

1) Your business being open to customers and not having AC for a week. (Terrible condition for your employees to work under)
2) Me feeling uncomfortable with two contact lenses prescriptions without being given a solution or any attempt to find a solution.
3) *** taking the eyeglass order with the new prescription and telling me she will be following up to do the fitting but denying she ever took the order.
4) Me requesting a response from the manager but never received a call.
5) Declaring that *** had attempted to reach me although I never got a call from her.

Please refund to the insurance the eye exam charge so I can be treated by a different doctor under my insurance.
Its been too many unacceptable problems Ive had during my visits. You are running a business that has been servicing individuals vision for years. The need to be courteous and professional with your customers should be uncompromising. Youre business is in the health industry and peoples vision gets effected without the proper care. Its paramount that you run your practice with transparency and honesty because we deserve nothing less when it comes to vision.
Sincerely,

***********************
Business Response
Date: 07/20/2023
Dear Customer Relations Representative,

*************** to the BBB Consumer Complaint #********, filed by ****************************

All of Mr. ******** complaints have been addressed with the store manager multiple times. We apologize ****************** has been so unhappy with our services, which is incredibly disappointing to hear.His complaint will be kept on file here at our corporate office.

As previously stated, the doctor at our Eyeglass World location is independently employed through *********** Optometry (GCO).Unfortunately we are unable to refund him for the exam portion because we did not take his payment for the exam. The doctors side took his payment, and that is a system we have no access to. I am unable to refund for, or even locate,that transaction. I suggest ****************** reach out to GCO directly at ************** for a refund on the exam. Only GCO can process that, we at Eyeglass World cannot.

Sincerely,

*******
Customer Care
Customer Answer
Date: 07/20/2023

Complaint: 20214411

I am rejecting this response because: according to the attached letter the insurance approved my request and I was able to reach a solution only through my insurance company. You need to disclose the truth that no one including your managers ever tried to reach out or made any attempt to resolve my problem.

Sincerely,

***********************
Initial Complaint
Date:06/12/2023
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.
Eyeglass World at: ******************************************************* - March 29, 2023: Get eye exam and order 6 m/o of contacts / leave with trail pair. - March 30,2023: Call to inform them the trial pair hurts my eyes and I need to change the brand on my previous order to a different brand. Was told they needed to look into it and would call back. - First week of April: ** call back, I call and ask for update. Said everything was corrected and would call me when the contacts came in. - May 10, 2023: Still no call. I call and they claim the contacts had arrived but they had the wrong phone number so couldnt call. They had ordered the original contacts which I had previously asked to switch from due to irritation from trial pair. Made the correction over the phone and requested that the correct contacts be shipped to my home. - May 12, 2023: Received my contacts. (Did not open them to begin wearing them as I was finishing my previous contacts.) -June 3, 2023: Wore the contacts I was sent and realized they were the wrong prescription and gave me terrible headaches. June 12,2023: After trying contacts again, called and asked for exchange / refund. Told that I would have to pay for another eye exam and new contacts. Terrible service, terrible communication, incorrect prescription, 6 week wait time due to their errors and told that $204.98 spent with them was wasted.
Business Response
Date: 06/15/2023
Dear Customer Relations Representative,

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

I personally reached out to **************** on 6/14/23,and we were able to chat. I wanted to go over a few details and clarify her prescription issues to make sure I was clear on everything on our end. I then addressed her concerns with the store manager, *******, and went over the best course of action to get **************** taken care of in a satisfactory manner.

******* contacted me back today and let me know he was able to speak to **************** as well, and we have her scheduled for a follow up appointment with a different doctor on 6/19/23. That follow up exam will be no charge. We will also exchange the incorrect contact lenses for her corrected prescription at no charge.

Ms. ******* complaint has been received and documented here at our corporate office where it will remain on file.

Once again I apologize, and please feel free contact me back should you need any further assistance.

Sincerely,

*******
Customer Care

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