Complaints

This profile includes complaints for Cohen's Fashion Optical's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Cohen's Fashion Optical

  5100 Kings Plaza Kings Plaza Mall Brooklyn, NY 11234-5208

• 

  Cohen's Fashion Optical (Elmont)

  1390 Hempstead Turnpike Elmont, NY 11003

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:11/19/2024

  Type:Product Issues
  Status:

  UnansweredMore 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.

  Eye exam at ***** Fashion Optical November 2023. Eye glasses delivered to me at same location. Eye glasses did not help vision in left eye, and I was told that the lenses were temporary until my eyes adjusted to them. Also, lenses were made with progressive bifocals, opposite to what was ordered. Lenses did not have light adjusting qualities that were also ordered. I was instructed to continue my order at a different location 10 miles away because of their specific equipment. After 2 appointments that I attended at that location, (and not honored at that location), I simply asked that the lenses be corrected to what was ordered and paid in full for. I left the glasses and was told they would be done in 3 weeks. The glasses were never returned to me. I returned to the store after 3 weeks, and it was shut down. I have been given a "Run-Around" for the past 8 months. The franchisee at the time had closed both locations, since. Both locations have been taken over by corporate. I contacted ***** Corporate customer service, and was assured that they would make sure I got my glasses. Since then, I have been told to contact both managers, but could never reach them, or get a return call. I no longer have the insurance that paid them along with my copay. All I want is my glasses back, with the correct lenses, as was prescribed by their own optician. I believe that they have fraudulently taken my insurance money, along with my copay.

• Initial Complaint

  Date:05/06/2024

  Type:Product Issues
  Status:

  UnansweredMore 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 out of pocket $500 for 2 pair of glasses March 23, 24 & have yet to receive them. *** contacted the business several times to cancel the order & submit a ************* have been refusing to do so. My vision is impaired & I refuse to accept *** spent $500 on 2 pair of nonexistent glasses. This business is fraudulent & should be shut down.

• Initial Complaint

  Date:05/01/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 received an eye exam and both glasses I ordered I could not see out of left eye after they sent out again still can't see I went to a different place they told me it was the wrong script for that eye I went back to ******* and the girl basically told me my eye Dr was wrong it was right then I had to go back to Dr that does not take my ins since I can't see out of left eye with not glasses from ******* and order a pair out of my own pocket after spending over $1200 would like to get help in getting some of this back Thank you

• Initial Complaint

  Date:03/06/2024

  Type:Order Issues
  Status:

  UnansweredMore 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 selected authentic *************** Frames paid 850 ,for progressive,transition glasses .When I picked them up on 3/4/24 they put my prescription in a fake frame

  Customer Answer

  Date: 04/01/2024

  At this time, I have been contacted directly by Cohen's Fashion Optical regarding complaint ID ********, however my complaint has NOT been resolved because:

  I still have not received a refund and I took the glasses to Macys who sells the same make and model of the glasses and the serial numbers don't match.Sales associate at ***** said it's likely they are not authentic.

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  Sincerely,

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

• Initial Complaint

  Date:02/26/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 when to get my eye exam. They charge me 335 for progressive lens and my insurance company said that the most i can pay is 250. Than I ask for a break down and was told when I pick up my glasses I can get a break down. I was told after they charge my card. I paid altogether 718. That is a lot of money. I could have gone somewhere else and pay half that price. They need to stick with your insurance and stop scamming people. I should have paid more attention to what was going on. I will never go back there. I would like someone to review what my purchase was and what my insurance offered me.

  Customer Answer

  Date: 03/21/2024

  Better Business Bureau:
  
  At this time, I have not been contacted by Cohen's Fashion Optical regarding complaint ID ********.
  
  Sincerely,
  
  *************************
  

• Initial Complaint

  Date:01/29/2024

  Type:Product 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.

  Customer ID: *** *******. I am a doctor, a Radiologist who depends on good eyesight for a living. I have been wearing progressive bifocals for 7 years, without difficulty. I paid $1500 dollar for a pair of progressive bifocals on Nov 18, 2023 at the *********** *** branch. I still have not received a working pair. The first pair took 5 weeks. I was told they were being perfected. I had to call numerous times to ask when they would be delivered. When they arrived the lenses had not been properly manufactured and I couldn't see short or long distance, so I returned them within 48 hours. I was told I would receive the new pair in early January I would be called when they arrived. On Jan 15 I called and was told they would be there the next week. I called again on Wednesday Jan 24, and was told they would be there by Friday Jan 27. I was again told I would receive a call still nothing. It is clear to me that Cohens isnt that interested in delivering a working product. I have been waiting more than 2 months for a working pair and I get the same excuses and poor service. I no longer have faith in Cohens to deliver. I do not trust the service or workmanship. When I call I get the run around before being given the same tired excuses.I want a refund so I can go to another optician that can deliver a working product to a customer paying such a high price. You have ignored my politeness and patience. I have belatedly read your numerous online complaints and poor reviews. You are not accredited by the BBB. Most of the complaints are about rude staff, high prices or insurance issues; subjective issues some with a third party involved. Mine is not. It is a very serious and targeted complaint you dont know how to manufacture progressive bifocals, you are not interested in delivering a working pair, and I have already paid you. Return my money to not do so would be fraudulent.

  Customer Answer

  Date: 02/17/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********,. The business responded rapidly after the complaint. They contacted me and brought in the glasses which were again unsatisfactory. Initially the manager was quite rude and condescending. Having been polite and friendly up to that time I reminded her in no uncertain terms that I am a physician who has worn glasses since I was 10. I have had them made in at least 5 cities around the world. Only in ******** was the high price matched with inferior service and technically inadequate product. I told her she either fix it or I will make sure there is a small claims court claim that will be reported to every regulatory authority available. She backed down and initiated an immediate, free review of the prescription and sent the glasses back to the lab for correction. They had them ready within 10 days. She was very pleasant when I came back. 

  They resolved the issue by producing what they were supposed to produce in December - technically adequate glasses. I think it is worth the BBB noting the nature of my complaint was technical incompetence combined with high price and failure to deliver. A review of their lab and its standards should be initiated. If glasses can be promptly and appropriately produced in cities1/10th the size of **, ** optometrists can be held to the same standard. 
  
  Sincerely,
  
  ***************************************
  
  
  
   
  

  
  

• Initial Complaint

  Date:02/09/2023

  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 January 21, 2023 I went to the Cohens fashion optical store located at **** Kings Plaza mall. At such time. I saw a physician for a new prescription. A routine exam was done and despite me telling the physician that I still did not see clearly with the prescription he said that it would be better once the contacts came in at that time I put a deposit of $140. I was called by the store that my contacts are ready and on Jan 27 I picked up two boxes of Acuvue moist multifocal contact lenses and paid the balance which brings the total paid for the contact lenses to $340. At that time, I was informed by the store clerk to use the samples first, and that I could return the contacts if there were any issues as long as I did not open the boxes. As instructed, I tried the sample contact lenses for the time. Instructed. I found out my prescription was worse and that the contact lenses were unusable. I returned on February 1 and informed them that the contact lenses were not usable and that the prescription was wrong. I was promptly seen by another physician who informed me that I had severe dry eye and that I could not be fitted for contact lenses and that I should try using drops and return in a week for possible glasses. At that time I returned to the clerk, and informed him that I would like a refund since I had not opened the boxes Per their instructions. I was informed then that there were no refunds. My concern now is that if I am not able to use contact lenses and I did not open the boxes, do I have any recourse to request my money back? I specifically stated that I I was here to purchase contact lenses. A store credit for glasses is unusable for me. Is there any responsibility on the part of the physician for not informing me that due to my dry eye, I would not be eligible for contact lenses?

  Customer Answer

  Date: 02/19/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  *********************
  
  
  
   
  
  

• Initial Complaint

  Date:05/11/2022

  Type:Customer Service Issues
  Status:

  UnansweredMore 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 went to Cohens Fashion optical on April 13, 2022. I had an contact lens exam and I purchased contacts. I paid with the coupon they listed on their website for a exam and contact lenses for $129. I paid in full. I still have not received my contacts. I have called 5 times. They still have nothing for me. I have been given the run around for a month.

  Customer Answer

  Date: 06/11/2022

  At this time, I have been contacted directly by Cohen's Fashion Optical regarding complaint ID ********, however my complaint has NOT been resolved because:

  [Your Answer Here]

   

   I met with the manager **** on 5/18. after I went to the store. He gave some excuses as to the vendor not having supplies. He gave me two trial pairs of contacts and a trial of contact lens solution. I want my money back at this point.

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  Sincerely,

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

  Customer Answer

  Date: 07/03/2022

  At this time, I have been contacted directly by Cohen's Fashion Optical regarding complaint ID ********, however my complaint has NOT been resolved because:

  [Your Answer Here]

   

   I want a refund. I no longer want the items ordered. It has been over 2 months.

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  Sincerely,

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