Complaints

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:10/26/2023

  Type:Delivery 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.

  I went to Eyelab for an eye exam. Orders prescription but they did not accept my care credit card. Came back for payment and they sent my prescription order to be completed. Two weeks later I get a text my order is ready. I come in to pick up and turns out I got a wrong text my order is not done yet. They offer to send to my house and I receive another text message my order is ready for pickup. I come in to pick up its now been like 6 hours weeks. My order was for eyeglasses for my son and contact lenses for me. I needed my contacts so I went and got another exam at ****** and got my contacts immediately! I come in to eyelab to pick up my sons glasses and they tell me die to management my contact order still has not been sent out. I tell them to cancel it and return my money. They refused., this locations owner will never allow a refund I explain to the 4th employee whats been going on and they tell me they cant give me my money back even though its their fault they didnt send to order out. Ive contacts customer service explained everything to them 3 times and they tell me they will email the location and theyve kept over $200 of my money and I have not received anything!

  Business Response

  Date: 10/26/2023

  I do apologize for the experience you've had but the location you went to has nothing to do with any of the locations owned by my group. Many of the My Eyelabs are franchised with different ownership groups. Please remove this complaint from my store's history and direct inquiries to the appropriate store in ***** or to the *********** in *******. Thank you. 

  Customer Answer

  Date: 11/01/2023

  
  Complaint: ********
  
  I am rejecting this response because: this is the BBB link for the Eye Lab ************. Broad street location. Now know as ******* Optical. 
  Eye lab refused to give me a refund because they think its okay for me to wait 2 months for my order and I didnt want to wait. 
  Sincerely,
  
  *************************

  Business Response

  Date: 11/02/2023

  Hi!

  I understand the problem, and I apologize on behalf of the brand, but I am not the owner of the Mansfield location. You've made a BBB complaint to the ******** Coty BBB and it's been forwarded to me. I'm an owner of the franchise in *************. I have no authority over what the owner or staff of the *********, ** location does. Please close/remove this complaint and call the ********************* line directly. I'm unable to assist you. 
  ************

• Initial Complaint

  Date:09/11/2023

  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.

  On November 23, 2022, I had my eyes examined at a virtual doctor or a trainee doctor's off-site location. I decided not to purchase glasses from there because I couldn't find anything I liked. Instead, I went to another location to purchase my new glasses. After receiving my new glasses, I was informed that it might take some time for my eyes to adjust to them. I acknowledged this and continued wearing them for three months. Unfortunately, I couldn't get used to them.In response, I returned to the place where I got my glasses to check for any potential mistakes in their production. They confirmed that there was nothing wrong with the glasses and suggested that I should have my eyes rechecked. On February 22, 2023, I revisited my eye lab for another examination, and they provided me with a prescription that was nearly identical to the previous one. They made adjustments to my glasses based on the new prescription, but I still didn't feel comfortable wearing them.Realizing that something was amiss, on June 21, 2023, I sought a second opinion from a different doctor. I paid $146.00 out of my pocket for the consultation, and this doctor concluded that my glasses were too strong for my eyes. Consequently, I had to purchase new glasses once again, paying an additional $260 for them. Unfortunately, ******************* did not cover the cost of these new glasses, as they had already adjusted the previous pair based on the initial prescription.In light of the financial burden this situation placed on me, I reached out to ******************* to file a complaint, requesting that they cover my expenses. However, despite their assurance to call me back, I never received any response. Subsequently, I made a follow-up call on September 11, 2023, only to be informed that they would not cover any of my expenses.

  Business Response

  Date: 09/12/2023

  Fees for eye exams rendered and services rendered are non refundable. Also, we will not be supplying money for funds spent at other optical providers. 

• Initial Complaint

  Date:09/07/2023

  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.

  I ordered a pair of eyeglasses on 7/27/23 from MyEyelab.com. The glasses I received had a defect. When I contacted customer support to request a replacement, I was told I would be contacted in 1-2 business days with instructions on how to return the glasses. I never received a callback. When I contacted customer support again, I was told the same thing. This pattern repeated every time I called. Finally, one customer service representative told me that MyEyeLab.com could not replace the glasses because I ordered them online. But on their website *****************************************************, they offer a 30-day guarantee that says nothing about whether the glasses were purchased online or in the store. I have visited the nearest MyEyeLab store and was told by the service representative that MyEyeLab offers a 1 year guarantee for all eyeglasses, even those purchased online.The order number is ********

  Business Response

  Date: 09/08/2023

  I apologize for the poor communication from the ********************* team. All of the My Eyelab locations in *** are franchises that have nothing to do with online orders. We don't have visibility or a process to assist in this manner. Online orders must be handled through **************** online or via phone. The physical locations are unable to assist. The closest Corp owned locations are in ****** and *****. Please reach out to them directly if the online/phone support is unsatisfactory. 

• Initial Complaint

  Date:07/14/2023

  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 went to my eyelab on 6/13/2023 with my girlfriend we both had eye exams paid 118 dollars and then I ordered glasses they told me they would be in within a week but could take 2 weeks tops and was given a link to look up my order progress and it said my glasses would be ready for pick up on 6/26/2023 I was called that I had one pair come in I went to pick them up they were the sun glasses I ordered but the frames were so badly bent that they had to re order them . Today is 7/14/2023 I still have no glasses the store refuses to refund my money have offered 20 percent back I just want the money back from the frames and lenses which is 427 dollars and change

  Business Response

  Date: 07/20/2023

  The patient picked up the sunglasses yesterday. All issues have been resolved, we apologize for the delay. 

• Initial Complaint

  Date:06/06/2023

  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.

  Do NOT go to the ****** location! I am going on over 3 months now and do not have any glasses that work for me. I have had to do 2 eye exams and both prescriptions were wrong. They never answer their phone so I have to make time to go into the store to try and take care of the issues. On the My Eyelab website it clearly states a full refund guarantee on frames and lenses BUT at this location the manager told me the owner of this location does not do any refunds for any reason and does not care that the website says they do. I am now in an escalated claim with the corporate office. And I am out a ton of money and time and still don't have any glasses!

  Business Response

  Date: 06/09/2023

  Refund is denied as the order is outside of the 30 day refund/remake/restyle window. If the patient is unhappy with the Rx provided, we encourage an eye exam with an independent optometrist. Bring in that Rx and we will make a one time exception to remake the order to the new Rx at no charge. This offer expires ********.

• Initial Complaint

  Date:06/03/2023

  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.

  On 530 my son ************************* and I ********************************* went to appointment at my I lab on MacArthur in *************. They did not tell me when I made the appointment that it was going to be a virtual appointment. I didnt even know they existed. I did tell them at the time, my son was a truck driver, and he was needing to get in so he can get some contacts. When we went to the appointment thats when they said they had a virtual appointment they said its the same as going to the optometrist. By the way on line, it shows that they have a optometrist at that store. I informed them that I have a autoimmune disease and I have to make sure its a thorough examination , so my doctor will have the results because of the medication I take. My son went in first for his exam I had to pay before he went into the exam and same with me but I had insurance, but my son did not. I am on ********* So before I got out of my exam, my son was done, and he was standing in the front. He told me that they could not fit him for contacts because the strength of his contacts was too high. So they gave him a prescription for glasses, but I thought the prescription was for contacts because we paid for contact I appointment. Which is more than an eyeglass exam. So we had to pay for the exams and didnt get anything when we left. We are seeking a full refund and money of time and energy. Spent trying to get my son contacts before he got back on the road because hes a truck driver.

  Business Response

  Date: 06/05/2023

  The optometrist that reviewed the patient information was not comfortable writing a contact lens prescription without the patient having a dilated eye exam. The patient is encouraged to have a dilated examination completed and to bring the information back to the store. Once that information is received, the contact lens Rx will be released and the patient will be cleared to order. An OD reviewed all of the information gathered during the pretest and the refraction and decided that it was in the patient's best interest to be seen in person via a dilated exam. We apologize for any confusion or inconvenience. The patient is not eligible for a refund of the exam as the exam was completed and a referral generated. 

  As it pertains to the information regarding a hybrid exam, this is disclosed via information conveyed on the intake tablet which was filled out by each patient individually. 

  Customer Answer

  Date: 06/06/2023

   
  Complaint: ********
  
  I am rejecting this response because:
  
  Sincerely,
  
  *********************************

  theyre lying because they never said anything about a dilation to either one of us. And we paid for my son to have a contact I exam. I havent got a hold of one 800 contacts so they could get the information from the place where we had the exam done so he could get contacts. That company called eyelab they never said anything to one 800 contacts about it. I dilation to do his script. They told one ***************************************************************************************************** the exam room. I dont remember what it was exactly but it was something to that effect. But theyre telling you its because they want to do it I dilation, and then he could come back for his contacts which is a lie because they didnt tell either one of us that when we walked out that day. Furthermore, they never even said anything when I made the appointment that it was going to be a virtual exam and explain to me how that would happen, and what it would include.  They dont tell you any of this until youre done. 

• Initial Complaint

  Date:06/02/2023

  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 went in for eye exam got eye contacts and still received them its been 3 weeks already which waiting isnt the problem I call every single dayyy to check on them and they tell me a different date every day either they add another whole week or they say Im not sure I clearly need my eye contacts to see if knowing itll take so long I would of got glasses instead ! This company is so unprofessional !!! I ask for a refund and they say itll take way more days to get im soo confused I payed and still havent received and they wont give me a date ! Please do your job better !!!

  Business Response

  Date: 06/02/2023

  Your free trial contacts are a custom order product. The store team is relaying the information to you as supplied by the distributor. We apologize for the delay of your free custom contact lens trials, but there is nothing to refund. The fee you paid was for your exam and Rx, as the store staff informed you. The moment we have your free custom contact lens trials, we will notify you. 
  

  if you are in need of eyeglasses we'd be happy to help. Our promotion gives a 50% discount on one pair of glasses to our patients ordering contacts. It's always a best practice to have back up glasses as well as contacts. Thank you for your business. 

• Initial Complaint

  Date:05/20/2023

  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.

  05/12/23 ordered glasses was told they would be ready by the 20th of may that's too long but I went ahead then 19th of may looked on line said my order was canceled wentto store they said the woman was from a different store and they had already put the order thru and glasses would be ready on the 26th of may from 05/12 to 05/26 is absolutely ridiculous wait time the manager refused to refund and refused to contact owner said owner was too busy to consult customer. Ridiculous

  Business Response

  Date: 05/20/2023

  We apologize for any type of miscommunication that occurred. Quoted wait time for eyeglass completion is always 14 business days. We will contact you as soon as your order is ready. 

  Customer Answer

  Date: 05/24/2023

   
  Complaint: ********
  
  I am rejecting this response because:
  
  Sincerely,
  
  Allison Frost

• Initial Complaint

  Date:04/11/2023

  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.

  On 3/29/2023 I took my glasses to My Eye Lab, Store #****, located at *************************************************** at 3:39 pm, for the repair of broken frames. The total cost was $53.41. At that time the associate put my lens in a pair of loaner frames until my frames could be fixed. When completed My Eye Lab were to call me when the repair was complete and I could pick them up. After not getting a response, I called the business only to discover that they could not find my frames and after calling them again, I was told that I picked them up the same day that I dropped them off. This was impossible due to the fact that I live 40 miles away and my vehicle was inoperable and I was dependent on a family member for a ride.Not only did this company charge me for repairs, but lost the frames. Because I am disabled and on a fixed income, I feel that this company preyed on my vulnerability but not acknowledging that their company lost my glasses but is refusing to either refund me for the cost or give me the frames that was left in their care.

  Business Response

  Date: 04/11/2023

  The frame was ordered and will be ready for pick up tomorrow. 

• Initial Complaint

  Date:02/19/2023

  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.

  2.4.2023 We went to this location for an eye exam and to purchase glasses for both of us. When we arrived we had to pay for the exam up front before you were taken back to see the eye doctor. We were NEVER informed that we would not receive an exam by an actual doctor at the location. They do exams by a computer at some other location. You don't even get real eye exams! The prescription we were given was not even signed by the doctor that did the computer exam. When we returned to pick up the glasses my husband or I could not see out of the glasses at all, everything was completely blurry. They asked to recheck our eyes but came back with the same wrong prescription-completely different than what we both currently wear. There were other couples in the store at the same time we were that were having the same issue. We requested a complete refund of our purchase since neither of us could wear the glasses and they refused to refund our cost or fix them to where the prescription was correct. This place is a complete scam and are using unqualified people to do the exams. The store kept both pairs of glasses and we are out over $890. When reading reviews on this stores site there are numerous complaints just like ours-prescriptions that are wrong and them refusing to make them right. We want the money refunded to our credit card so we can both go to another place to get correct prescriptions. I am legally blind without my glasses and this is very distressing.

  Business Response

  Date: 02/20/2023

  It appears that both patients had their glasses remade at no charge on Saturday, 2-18-2023. We will contact the patients when the glasses are completed and ready for pick up. 

  Customer Answer

  Date: 02/21/2023

   
  Complaint: ********
  
  I am rejecting this response because:the prescription they were using from the virtual doctor did not change from the 1st test and we still will not have the correct ******************** required. They were to call us that evening and never did. 
  
  Sincerely,
  
  *******************

  Business Response

  Date: 02/22/2023

  If you are unhappy with the Rx provided by ************************ (PEG), please bring in an Rx from an alternate OD and we will remake your lenses at no charge and refund the examination fee. PEG is a third party vendor that *********** with to provide exams. We can only make glasses to the Rx that is provided. 

  Customer Answer

  Date: 02/22/2023

   
  Complaint: ********
  
  I am rejecting this response because:This location already used our vision benefit for this calendar year and we do not qualify for another exam somewhere else. The 3rd party vendor being used for the exams is not using correct vision testing to provide ************ prescriptions. The ** isnt even signed by the person that conducted the exam. The ** that we both were given was signed by another doctor that we didnt even see. How is he signing off on a correct vision exam when he didnt do the testing? Sounds like fraud to us. The prescription and glasses are useless and our money has to be returned immediately.
  
  Sincerely,
  
  *******************

  Business Response

  Date: 02/23/2023

  The information obtained by the in store staff plus the information obtained by the on screen certified refractionist was sent to an ophthalmologist for review and ***********. We also have pairs of glasses in production for you currently, as already mentioned. There will be no refunds given at this time. 

  Customer Answer

  Date: 02/23/2023

   
  Complaint: ********
  
  I am rejecting this response because:the RX they say they are using in production is still wrong and we will not be able to see out of them. This is happening to many people going in that store. We will not accept degraded glasses that are nowhere near our current RX and we can not even see through them. Refund our purchase. Your doctors are practicing fraud and malpractice.
  
  Sincerely,
  
  *******************

  Business Response

  Date: 02/24/2023

  No, they aren't. I've given you options. If you are unhappy with the Rx provided, bring in a different one and we will complete your purchase with that Rx. 

  Customer Answer

  Date: 02/24/2023

   
  Complaint: ********
  
  I am rejecting this response because: I have already stated that you used our vision benefits for this calendar year and have been paid by our insurance. Remaking the glasses with wrong prescriptions is not going to make it right. Your vision exam was still incorrect even after doing it twice on both of us. The people testing obviously do not know what they are doing.  The doctor that signs off on the ** is fraudulently certifying that it is a good ** when he isn't the one that did the exams. Many people are saying the exact same thing is happening to them. Your company is a complete fraud.

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