ComplaintsforEyeglass World

• Initial Complaint

  12/31/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On December 29, 2022 I brought in a pair of frames because one of the screws fell out. I purchased a eye glass repair kit, but the screws it came with did not fit. As a repeat customer I figured I could get them fixed at the ***********, ** location where none other then the Area Manager ****** assisted me. I'm grateful he was able to fix the lost screws in the arm, however while he was fixing them he somehow snapped the we're frases at the bridge on one side & won't do anything to fix them besides giving the info of a repair shop that wants $40-60 to well the bridge back in place. At no point did he tell me that he & or the company would not be responsible should anything happen to the frames while in their care. I reached out to another location & was told that if that had happened there they would have come up with a resolution being they broke the frases & suggested I call & speak to that stores general manager which come to find out was the person who broke the glasses. I've also called a few other comoanies & ran the situation by *********** all said the same thing, they would have found a solution right then & there. I do not see how I am responsible for getting the frases fixed out of pocket, when again no statment of liabikity was made to me nor was anything posted about not being responsible for any damage caused while in their care. He did not seem to care that I was leaving a review let alone that as of now they have lost not only myself, but 3 other family members that do business at his location. Hooefully this reaches someone in the corporate office & that they care enough to ****** the situation. As for now I have no trust or faith in the business practices of Eyeglass world & can not believe that is how a GM would treat a long time repeat customer.

  Business response

  01/23/2023

  Dear Customer Relations Department:
  

  
  In response to the Better Business Bureau complaint filed by Raid Taila; complaint ID *********** sincerely regret any lack of service and/or product damages ************** has incurred when he visited our ***********, ** vision center for eyewear repairs.
  
  The vision center manager has contacted ************** and is working with to provide ************** with a satisfactory resolution. The customer is due to return to the ********************** center with his partners eyeglasses for further assistance.
  
  ***************** concerns have been discussed with the store manager, and we are confident a satisfactory outcome will be achieved. If the customer has any further questions or concerns,he is welcome to contact ************* at: ************** for further assistance.
  
  Thank you for your time and mediation.
  
  Violet
  *************
  **********************

• Initial Complaint

  10/12/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  on 6/29/2022 i order my 2 pair of glasses they came in a month later and i used them and after 2 and a half months later cant see out of them went back to store and said look there all hazy cant see out of them she try to clean them did not help she called someone else over and said it must be the way i clean them i said i used cold water and t-shirt the same way i have fore last 30 years she said no your t-shirt did it ihad to go to another eye glass place and hav them look at them and they said it not from your t-shirt they never seen anything like that before i went to ******* optical **** *************.******* and order a new pair of glasses

  Business response

  10/14/2022

  Dear ************:
  

  In response to the Better Business Bureau complaint filed by ******************; customer complaint #********. We apologize for any service/eyeglass issues Mr. ******* has encountered with his eyeglasses.  
  Mr. ******* purchased his eyeglasses on 06/29/2022. His lenses were ordered with the anti-reflective coating on them and if they are not cleaned properly then there is a chance they will scratch and appear to be hazy. According to the notes made by the store associate who spoke with him on 10/12, the customer said that he cleans his lenses with his t-shirt.
  

  Lenses with anti-glare coating on them cannot be cleared with shirt, they must be cleaned while wet with a nonastringent cleaner or with a cloth.
  The customer did not buy the Product Protection Plan, which is offered to him at the time of the purchase. The eyeglasses are no longer under warranty at this time. This Product Protection Plan would have allowed him a free replacement. I have contacted the manager on duty to discuss his concerns. If Mr. ******* would like to buy the warranty he may contact, or return to the vision center to purchase the Product Protection Plan (which we normally only sell along with the purchase),and if he chooses to purchase it we will remake the lenses for him at no extra cost.Its also advisable that he aska the manager on duty how it's best to clean the lenses going forward. 

  
  We thank Mr. ******* for his time and patronage and we appreciate him allowing us to service his eyewear needs. If he has any further questions or concerns, he may contact ************* at: **************.
  
  Thank you for your time and mediation.
  
  Violet/ *************
  

  Customer response

  10/14/2022

  That's not why the lenses are hated over I ******************* glasses for 30 years and eye care my hole life with a lazy eye and surgery these glasses are defective and I already had to buy another pair at another eye glass store and they said it was not from the way there were cleaned I would like my refund they can have there glasses back. Thank you *********************;

  Business response

  10/18/2022

  Dear ************:

  
  In response to the Better Business Bureau complaint filed by ******************;customer complaint #********. Once again, we would like to apologize to Mr. ******* for his dissatisfaction with the eyeglasses that were purchased on 05/03/2022. The customer has been wearing the ************************ and we did not hear from him until last week with any concerns. We do offer 30 days from the date of the purchase to request a refund for any reason. At this point we are unable to process a refund , as it has been five months since the purchase date.
  

  Thank you again for your time and mediation.
  
  Violet

  Customer Care

  America's Best Contacts and Eyeglasses

  Customer response

  10/18/2022

  i did not order my glasses till 6/29/ 2022 and they took 4 week to get them after  they said they were behind here is my proof i did not have them for 5 months  i had them 2 month and they are junk and i had to order my new pair from a different eye place and they told me that they never saw anything like that  i just wont my refund they can have there glasses     thank you !  ***********************

  Business response

  10/20/2022

   

  We have processed a refund for *************************** for his 06/29/2022 purchase; he does not need to return the eyeglasses. Going forward, we would like to reiterate that all refund requests are processed within 30 days form the purchase date. Mr. ********* refund will be posted back to his debit card (the same card he paid with) in aprox **** business days. 
  

  Thank you.

  Customer Care 
  

   

  Customer response

  10/20/2022

   
  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

  08/08/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I went into the store on ********************************** ************, on Saturday Aug 6th and ask to order a new pair of glasses I was told my prescription had expired and I would need to schedule an eye appointment and they would hold the glasses I wanted to order. the salesperson person put my name the glasses and schedule the appointment for the following Monday While sitting In the store I received the confirmation txt to my phone for my appointment When I got to the store at 10:15 for my 10:30 appointment I was told there was no appointment scheduled for me and that I would not be seen I showed the receptionist my phone where there was clearly an appointment schedule from eyeglass world and the glasses they were holding for me were there with my full name With her hand writing on them and she just shrugs her shoulder No apologies or accommodations offered for what was obviously their mistake And I know I can take my business elsewhere which Ill probably do but this location is convenient for me or I would not have chosen this location in the first place So its completely rude and inconsiderate to be so dismissive to customers and their time Im not sure what a resolution would be but but I would certainly like my complaint heard and acknowledge by eyeglass world *********** and at least an apology for this rude and inconsiderate treatment and service Thank you *************************

  Business response

  08/11/2022

   

  Dear ************:
  
  In response to the Better Business Bureau complaint filed by *************************;complaint #********. We sincerely apologize to ****************** for any appointment scheduling/service issues she has incurred at our Castleton, IN vision center. Our system indicates that ****************** had an appointment scheduled for on 08/08/2022 and we attempted to confirm it on 08/06/2022 at 12:11pm. Our system also indicates that her appointment was cancelled by the customer on 08/06/22 at ******. The appointment was cancelled and we sent the customer as well.
  Once again, we do apologize for any misunderstandings and we value all of our customersbusiness. We welcome ****************** back into any one of our vision centers, so that we may service her eyewear needs. If she would like to return to this location the manager will gladly give the customer a call and assist her going forward.  
  

  If ****************** has any further questions or concerns she may contact our ************************ at: **************.
  
  
  Thank you for your time and mediation.
  
  
  Violet
  Customer Care
  ********************** 

• Initial Complaint

  05/03/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On September 9, 2021, I went to National Vision, **** DBA Eyeglass World for an eye exam and ordered new eyeglasses. They charged me $300.00 as my copay for the eyeglasses. According to the ********** Blue Shield FEP Vision Explanation of Benefits (**** EOB) my copay should have been $255.00. Therefore, National Vision, **** owes me a refund of $45.00. I contacted them several times since April 8, 2022 and sent several emails with my **** EOB asking for the refund. National Vision, **** has not made any movement in resolving this matter and has not refunded me the $45.00 they owe me to date. I am asking National Vision, **** to refund me the $45.00 they owe me as soon as possible. I am attaching the September 9, 2021 Eyeglass World Invoice, and the **** EOB for 09/09/2021

  Business response

  05/04/2022

  Hello, 

  This will be a one time courtesy to refund the customer $45.  There is an error on the *** from FEP.  This is what we billed.

  v2208 = $35, s0581 = $205, v2783 = $100, v2744 = $100, V2430 = $50, v2750 = $50, v2020 = $99.95 for a total of $639.95

  FEP process our claim as follows according to the *** provided by the customer

  v2200 = $85, s0581 = $205, v2782 = $100, v2744 = $100, v2750 = $50, v2020 = $99.95 for a total of $639.95

  FEP lumped the V2200 and the v2430 charges together to show less customer responsibility for a product that we delivered.  If we delivered the v2430 product and we billed for the v2430 product, then we deserve for it to be processed and charged according to the customers plan.

  Again, we will refund this one time.  Any further requests for refunds due to *** errors will be the responsibility of the customer to have their insurance process her claims according to the way we **** it.  I will be mailing a copy of our **** to the customer as proof of proper billing of purchased charges to her FEP plan.

  Best,

  ****

  Customer response

  05/09/2022

   
  Complaint: 17136957
  
  I am rejecting this response because:

  The *** is in line with the coverage of my plan.

  If Eyeglass World believes that there is an error on the *** Eyeglass World needs to correct their submission to FEP ********** Blue Shield. 

  I am not obligated to pay more than the copayments indicated in my plan.
  
  Sincerely,
  
  ********* Torrres

  Business response

  05/16/2022

  I'm unclear of the rejection.  If the customer is wanting $45, and I've agreed to it, why would there be a rejection?  The other option is for **************** to contact FEP and have them process her EOB in accordance with the billed claim to show her proper out of pocket.

  Customer response

  05/16/2022

   
  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 for this claim.  However, Eyeglass World owes me another $45 on complaint ID ********, which is not resolved.

  
  
  Sincerely,
  
  ********* Torrres

• Initial Complaint

  05/03/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  The date of the eyeglass service is March 19, 2022 with National Vision, **** DBA Eyeglass World. The eyeglasses are covered by my insurance FEP ********** Blue Shield (BCBS), which is serviced by ***** Vision. The Manager of the store **** at ************, his email *********************************** submitted the claim under the wrong insurance plan and I was overcharged. I was charged $347.96. I should have been charged $115.00 under my current plan. Eyeglass World owes me a refund of $232.96. They have sent me a check for $187.96, which I am holding onto until this situation is resolved. The check is $45 short of the refund owed to me . On March 25, 2022, I went back to the store and the Manager discovered his mistake and called the managed care number ************ option 2 and they said they were waiting for it to post. They told him I should follow up two weeks later. After two weeks on April 8, 2022, I called and they had no record of the **** calling them at all on March 25, 2022. On April 8, 22 I submitted my BCBS Explanation of Benefits forms via email and they confirmed receiving it and forwarding it to the billing department. I called back on April 22, 2022, they told me that they had sent out a check for $187.96, which I later received and is $45 short of the refund they owe me. I called back on April 26, and they told me they would resubmit the review to billing for the additional $45. I called again on May 3, 2022 and they have not done anything since my last call on April 26, 2022. I need the additional $45 refund they owe me as soon as possible to resolve this matter. I am attaching the March 19, 2022 Invoice, BCBS Explanation of Benefits for March 19, 2022 and the check they sent me thus far dated April 15, 2022, which I have not cashed until complete resolution of the matter.

  Business response

  05/12/2022

  This will be a one time courtesy to refund the customer $45. There is an error on the *** from FEP. This is what we billed.
  
  v2208 = $35, s0581 = $205, v2783 = $100, v2744 = $100, V2430 = $50, v2750 = $50, v2020 = $99.95 for a total of $639.95
  
  FEP process our claim as follows according to the *** provided by the customer
  
  v2200 = $85, s0581 = $205, v2782 = $100, v2744 = $100, v2750 = $50, v2020 = $99.95 for a total of $639.95
  
  FEP lumped the V2200 and the v2430 charges together to show less customer responsibility for a product that we delivered. If we delivered the v2430 product and we billed for the v2430 product, then we deserve for it to be processed and charged according to the customers plan.
  
  Again, we will refund this one time. Any further requests for refunds due to *** errors will be the responsibility of the customer to have their insurance process her claims according to the way we **** it. I will be mailing a copy of our **** to the customer as proof of proper billing of purchased charges to her FEP plan.

  Customer response

  05/12/2022

   
  Complaint: 17136533
  
  I am rejecting this response because:

  The Manager **** submitted the claim under the wrong insurance plan.  He has admitted to the error and has apologized to me. Eyeglass World should cancel the wrong plan submission and resubmit under the correct plan. Since it is their mistake, it is their responsibility to correct their error.

  I have the *** BCBS High Option Vision Plan through my husband.  I referred my husband to Eyeglass World. He got his glasses there in January 2022.They charged my husband only $60 for his glasses because he did not have the high index feature like I have. The copay for the high index is $55.00. My copay total should have been $60 plus $55, equaling $115.00. This is exactly what my *** BCBS Vision EOB reflects. 

  I am attaching the summary of benefits for the *** BCBS High Option Vision Plan and my husband, ***************************' Eyeglass World Invoice from January of 2022 showing his copay of $60 without high index lenses.

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

  Business response

  05/24/2022

  Hello, 
  This claim has been submitted to the correct plan.  The customer can call FEP to validate this.  The customer has been refunded as a courtesy all of her requested refund.  If this is not what she is wanting, maybe it can better be resolved by calling my direct desk phone at ************.  I simply don't understand what else we can do for her, as we've done everything as expected.

   

  Best, 

  ************************* - **************** Manager - Managed Care

  Customer response

  05/24/2022

   
  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

  04/11/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I went to this place for an eye exam *** glasses on January 27, 2022 I paid for teo pair of glasses out of pocket $350.00 because at the begin of my appointment they never asked what insurance I had so I had no idea they didn't accept mine so at the end I had to pay out of pocket which was already frustrating!!!! I was told I should receive my glasses in two weeks appx. Feb 11th well I never received a call yo pick up my glasses I called they said both pair weren't in yet and they would call. I waited another week never heard from them at this point is almost been an entire month no glasses I called and asked for a refund, the lady told me she would take care of it.... I wait another week and a half no refund to my card so I call again ask for a Manger someone named ****** eho was very rude as if she paid told me I needed to come in for a refund I was Furious because obviously this was never stated the first time I called for a refund. ****** then leaves a voice-mail stating she would send a check but at my appointment they never updated my home address so apparently she didn't care and sent it to and old address I never received my refund and I am beyond annoyed about this entire experience *** still no glasses the check should have arrived sometime around Mid March which would be almost two months no solution. Everything I call to rectify the situation the employees just put me on hold and never come back or hang up! This is a very rude and unprofessional staff

  Business response

  04/14/2022

  To Whom it May ******************************************* in regards to *************************. I have requested a stop payment on the check and it has been reissued and will be expedited today. We do apologize her needs were not met. 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. If I can be of further assistance,please feel free to contact me.
  
  Sincerely,
  
  Dinika

• Initial Complaint

  02/15/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Initial transaction was 12/29/21 and paid $248. Glasses returned, refunded $155 and recharged $334.95.Have requested on 2 separate occasions for a refund of the remaining $179.95. They refuse to admit this is true even though there is clear documentation to back up my claim

  Business response

  02/21/2022

  Dear *****************************,
  
  This is a BBB response for complaint ID: ****** filed by ***********************. I do apologized for any misunderstandings or inconvenience this may have caused **************. I have addressed this with store manager *******.There was an issue due to a **** the customer has received because her insurance didnt cover everything. Therefore, there was a refund/rekey. There was a misunderstanding with the pricing and manager ******* advised that she already spoke with ************** and informed her that she will refund her. She will send her a corporate check refund and the customer will receive it in the mail. I have documented the customers concerns and complaint.
  
  Once again, I do apologize for any inconvenience this may have caused. If I can be of further assistance, please feel free to contact me.
  
  Best regards,
  
  Zerina
  Customer Care  

• Initial Complaint

  10/30/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  When I received my glasses at the eyeglass world in fort myers they told me I could bring them by for a year if I had any scratches. Today when I called they man who didn't give me his name called me a liar! And said no one would of told me that. I asked him to look me up and told him the guy who talked with me when I received this info. I was called a liar again and hung up on. Did I pay for a warranty? Who knows because the man wouldn't look me up. Most expensive glasses I've had and I paid the price for the perks offered. Terrible terrible. Call your customer a liar and not even look her up!

  Business response

  12/01/2021

  Business Response /* (1000, 14, 2021/11/18) */ Dear Ms. ******** I am responding to the complaint filed by ******** ******; BBB case #XXXXXXXX. We apologize for any lack of service Ms. ****** has encountered. The store manager has contacted Ms. ****** to apologize and to offer his assistance. After speaking with her he indicated that we are now replacing her eyeglasses with a new pair, as they are under warranty. If the customer has any further questions or concerns she may reach out to the manager, ****, or she may contact me at: X-XXX-XXX-XXXX. Thank you for your time and mediation. ******* Customer Care Consumer Response /* (2000, 16, 2021/11/20) */ (The consumer indicated he/she ACCEPTED the response from the business.) Apparently there was a bad egg at this business. The manager reached out (mark) and went above and beyond to make things right.

• Initial Complaint

  10/06/2021

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I bought two pairs of glasses in March. I returned home placed the second pair in a tie drawer still in the case they provided. When my main pair the ones I wear became cracked while walking down a hallway. I left work to get the back up pair only to find the lens have 2 crack in them. I first inquired about the protection plan and was informed I would have to pay to ship them because I do not live in an area with a store. I then inquired about a refund so I could find replacement locally as without my glasses I can no see more that 6 inches from my face. I am losing an entire week worth of pay because of the low quality. Over $600 wasted and I can't even cook a meal for my children for a week. This is unacceptable as I don't believe anyone would check a spare pair daily and they very well may have been cracked since March but I have not needed and therefore not looked at them since I placed them in the drawer. I am happy to return the glasses for my money back however they are not.

• Initial Complaint

  10/02/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  4/2021 I bought glasses completely 9ut of pocket due to not having insurance. I paid extra money to have lenses that are scratch resistant, anti glare, high index lenses, and transition. I also paid for a protective plan. I have had to return to the business 4 separate times for them to attempt to resolve this issue. The last resolution resulted in a chip of my len missing. I have never had any issues with glasses prior to this business and I have worn glasses for almost 35 years. At this point the only way they can resolve this issue would be for them to return some of the money for the defective lenses.

*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. ↩