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Business Profile

Optical Goods

Marvel Optics, LLC

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Optical Goods.

This business has 2 alerts

Complaints

Customer Complaints Summary

  • 91 total complaints in the last 3 years.
  • 16 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:03/31/2025

    Type:Billing Issues
    Status:
    Unanswered
    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 have requested multiple times over the past MONTH (since 3 March) a statement showing the frames I purchased with the price paid. Their order system is so inept that the correct frames and price paid were not showing up. Only after multiple emails have I been able to get acknowledgement that the frames and the costs I have provided are correct. Yet still no statement with this information that I need for reimbursement by the ************************.

  • Initial Complaint

    Date:03/05/2025

    Type:Product Issues
    Status:
    Unanswered
    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 placed my order online for prescription safety glasses on February 14, 2025. $125.80 was taken out of my account that day. I uploaded and sent the prescription to them via their email as well as on live chat. They told me on multiple occassions that the prescription was "old" and I needed to send them a newer prescription; however, the prescription was current.

  • Initial Complaint

    Date:10/29/2024

    Type:Product Issues
    Status:
    Unanswered
    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.
    Made purchase on line for glasses for *****, processed the order, produced no receipt, no communications on order, processing, delivery, just took money.I attempted contact thru online request, as of yet to receive a response, but reading complaints I am not expecting any product.

  • Initial Complaint

    Date:08/26/2024

    Type:Product Issues
    Status:
    Unanswered
    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 placed my order on May 28 for some prescription sunglasses. On June 2, I get an email from a *********** saying it's been discontinued, but they are on the website. So I give them another option....discontinued. I give them two more options and they have one of them, but in a different color. I said ok. On June 6, my updated order was processed. 7 days later I check in on them. They said to allow 1-2 weeks to complete the order. On June 24, 18 days from the updated order, 28 days since the original order, I check on them again because I have received zero updates from them. They apologized for the delay. The order is almost done. On July 1, 25 days since the updated order, 35 days since the original order, I asked "WHERE ARE MY SUNGLASSES?!?". They said they have been shipped by their lab and to their office for quality check. It will be shipped out as soon as possible. On July 8, 31 days since the updated order, 41 days since the original order, I received them only to have the right lens having the correct prescription, but the left lens had NO PRESCRIPTION ON THEM! I guess they forgot to do quality check! I let them know and they said to go to the 'returns portal' to start process. The returns portal did not work properly. On July 12 and no word from them, I asked for my money back. They asked for a picture of the frames. They finally made a return request for me. I get to the 'returns portal' and someone else, **** *., has left a message saying "I can return the glasses for them to fix or they can only refund 50% back or get a 75% towards coupons". Are you kidding me!?! I send them back and they received them on July 29. Two weeks go by with no update, so I send them an email asking them the status report. They said, "after we send them to the lab for quality check, they will let me know". We are now 2 weeks from that reply and nothing. 13 wks (91 days) and $350 later, I have no sunglasses. I've seen where other people have had the same problem.

  • Initial Complaint

    Date:08/24/2024

    Type:Product Issues
    Status:
    Unanswered
    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 order glasses for my 3 year old daughter on June 10th, they have still not been shipped. I have written to the company many times and keep being told multiple times they are shipped from their lab to their location, but not to me. I have asked many times to cancel order and get a refund and they ignore my requests. It feels like I am getting scammed. At this point I do not wish to have to product I want a full refund.

  • Initial Complaint

    Date:07/19/2024

    Type:Product Issues
    Status:
    Unanswered
    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 placed an order with Marvel Optics on 06/11/24 for prescription sunglasses. After *************************************** the lab. I emailed from their website with no response. I finally spoke with someone on 06/27/24 and was told the order would be shipped soon. I did receive my order on 07/18/24, however, the lenses are NOT prescription. I paid over $200 for sunglasses with prescription lenses, like my order was supposed to be. I'm not able to get anyone on the phone and have submitted another email through their website. My order confirmation is attached.

  • Initial Complaint

    Date:07/09/2024

    Type:Product Issues
    Status:
    Unanswered
    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 safety glasses for work on June 4, 2024. I have added below the time frame of when I should expect receiving my glasses, cost is $260.78. When talking with their CS Team, I get runarounds about my order, they called me a liar to a point as to not knowing or giving them the correct optical prescription, which I called and explained it was in fact correct and they could call my doctor, now I just get the same excuse when trying to get answers as to where my glasses are and they refuse to give me a refund. This is the reply I received when I ordered them over a month ago on June 4th...Thank you for selecting MarvelOptics.Your order is scheduled for processing and will be sent to our labs within the next 24 business hours. Expect your order to be shipped within 7-16 business days from today's date.Once your item ships, we'll send you a confirmation.Order Number: ******

  • Initial Complaint

    Date:07/07/2024

    Type:Product Issues
    Status:
    Unanswered
    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 placed an order and paid for glasses over six weeks ago and have not received the glasses. There have been numerous communication to Marvel Optics, all resulting in one excuse after another about why my glasses have not been shipped. I have asked the company to cancel my order and issue a full refund but have been ignored. I would like to cancel my order and receive a full refund

  • Initial Complaint

    Date:06/11/2024

    Type:Product Issues
    Status:
    Unanswered
    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 May 30, 2024 I paid this company to send me glasses frames. I paid this company $76.95, which was an extra 9.95 for 2-3 day shipping. They did not ship it to me, instead they sent it to a Lab to have lenses made when I specifically told them all I needed was the frames. I also did not give them a prescription for the lenses so they would send them right away. They have taken my money and have not given me my glasses. I cannot see and have been out of work for 2 weeks now because I need those frames. I am seeking my money back for the frames, a pair of frames, and damages from lost wages if at all possible.i am willing to prosecute.

  • Initial Complaint

    Date:05/31/2024

    Type:Product Issues
    Status:
    Resolved
    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 May 25, 2024 I purchased frames from this website. The transaction on my credit card is Marvel Optics LLC. After a few days, I received no tracking number for order #****** . I attempted to call for a tracking number but with no response. May 28, 2024, they emailed there was an issue with the order as product was discontinued. I have been requesting a refund since then with constant attempting of communication. May 30, 2024, They constantly shut the chat off while chatting but I was able to get a screenshot of them acknowledging they will refund- but they will not give me any confirmation of this. They just stopped responding. Very difficult to get in contact with. I wish I wouldve looked them up on BBB before this.

Marvel Optics, LLC is NOT a BBB Accredited Business.

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