ComplaintsforStandard Optical Company
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Complaint Details
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Initial Complaint
07/25/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
On Friday, February 23 @ 1140 I went to my appointment at Standard Optical in ********** for prescription sun glasses and I have not received my order as of July 25. They were purchased through a debit card issued to me by Humana as part of health care insurance benefits so I can obtain a receipt if necessary.When I called to get an estimate the girl rudely asked if I had just called (I hadn't) and told me to be more patient because the supplier had died and they were making adjustments. Death can be unfortunate; however, contiguity plans should have been made in advance. This is unacceptable.Business response
08/06/2024
I called ***************** today and let him that we will be looking into moving his order up in line from our lab delays. I will be following up with **** again on a resolution.Customer response
08/07/2024
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
07/15/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
We purchased almost 2000 in eyewear from this place. Afyer months, cancelled 1 set of glasses , contact order, and received 1 pair of glasses. They are not correct. Still waiting since Sept 2023 ! Made call as they do npt communocate, still no lenses. With unknown time of when they should arrive. Eyes change. If you cannot supply what is ordered and paid for, why be in business ?Business response
07/19/2024
***********************, We are happy to look into this for you. Currently our records are showing all your orders under your name are cancelled. I will call you later today to help resolve this with you.Initial Complaint
04/03/2024
- Complaint Type:
- Delivery Issues
- Status:
- Unanswered
6month supply of contacts ordered in December of last year, was informed delivery would happen in 7 to 14 days, and that prescription would work in this location only. Every two weeks I have checked only to be told that the contacts didn't arrive and should arrive in another two weeks. I was denyed further details and tracking.Initial Complaint
03/28/2024
- Complaint Type:
- Delivery Issues
- Status:
- Unanswered
Placed order on December8 2023 giving prescription and frames for new lenses told 4to 6 weeks still not completed March 28, 2024 Told still on back order asked for them to be found and full refund to be made.Initial Complaint
02/25/2024
- Complaint Type:
- Delivery Issues
- Status:
- Unanswered
Ordered glasses for my niece in November 2023. It is now February 2024 and I still don’t have them, no one can provide any eta, and my calls are being ignored. I’ve already paid over $500 for these and have been waiting for months now to receive my order. I finally received a voicemail from them stating that despite how long the wait has been they are in production and cannot be cancelled or refunded. But they still have no idea when they will arrive. This is absurd, I don't have the product, I should be able to cancel.Business response
02/26/2024
*****,
I am happy to look into this for you. Which location did you order at and what is your nieces name?
Thank you,
Aundrea
Customer response
02/26/2024
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, as long as they follow through with the refund. This transaction took place at the Murray location on about **** ***** *** ***** **. My niece's name is ****** ******.
Sincerely,
***** *****Initial Complaint
02/20/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
On October 6th, 2023 my wife and I went to Standard Optical **** for eye exams and new glasses. We each left a pair of frames to have new lens put in and my wife purchased 2 additional sets of glasses. I have been wearing a pair of broken frames since October. It is now February 20th, 2024 and we have not received our glasses. We are being told it's going to be another couple of weeks. We spent $1857.88 on our prescription glasses. We were told in October it would be 2 to 3 weeks. I called at the beginning of November, I was told another 2 to 3 weeks. I called around the middle of November, I was told 8 to 10 weeks because they were backed up. I called around January 9th, 2024 and left a message. I received a call back but given no information about my order. I called on Friday, February 16th. I explained the situation and asked to have a refund, said that I had spoken with my insurance company. I was told that it would take until Monday, February 19th to get an update. Labs are being changed but for new orders. Not sure where my order is. Monday came, no phone call or update. I received a call today, Tuesday, February 20th. The message left said that my order is being processed today but would still take another couple of weeks. No refund will be issued. I have never received a phone call from Standard Optical letting me know that there was a delay with my order. I've had to keep reaching out to them for updates. We are being asked to pay a lot of money for a product that we haven't been able to use and that could be obsolete in October 2024 when we go for our next eye exam. This will be close to 5 months we have be unable to use our new prescription glasses. What happens if mine or my wife's prescription changes? All we are asking is to have a refund issued and our frames returned.Business response
02/26/2024
***** and his wife have been refunded in full at this time.
Thank you,
*******************************
Standard Optical
Initial Complaint
02/09/2024
- Complaint Type:
- Delivery Issues
- Status:
- Answered
Ordered contact lenses in AUGUST 2023. It is now February 2024 and I still don’t have the contacts, no one can provide any eta, and my calls and emails are being ignored. I’ve already paid almost $180 for these and have been waiting almost 6 months now to receive my order. I’m completely out of contacts and this is something I need to see properly, drive, do my job, etc.Business response
02/12/2024
***** has been refunded in full for her order. Her refund should show up in 3-5 days depending on her bank.
Thank you,
Standard Optical
Initial Complaint
12/20/2023
- Complaint Type:
- Delivery Issues
- Status:
- Answered
I am compelled to write this review out of deep disappointment and frustration with Standard Optical. This is not just about a delay in receiving glasses; it's about the crucial impact on my young son's vision health, which has been negligently overlooked by Standard Optical. We placed an order for a highly specific prescription on October 2nd, clearly explaining the urgency due to my son's developing eyesight. The assurance was a six-week delivery. That deadline has long passed, and we're still waiting, with no glasses in hand. The lack of communication from Standard Optical has been profoundly disconcerting. Each promised callback from a general manager turned out to be an empty assurance. When we finally received an update, it was a mere explanation of back-ordered lenses - information that would have been invaluable much earlier. The offered token refund does not begin to compensate for the stress and the potential impact on my son's vision. As of now, we are still without glasses and Standard Optical still has my $200. We paid months ago for a product that we have not been able to use and this delay could be detrimental to my son's vision. In fact, by the time we get these glasses, he may need a whole new prescription, and I'm sure Standard Optical would happily pocket more of my money in that instance as well. This experience has been a stark reminder of how critical and yet how undervalued customer service can be, especially in a health-related field. The urgency of our situation seems to have been completely disregarded by Standard Optical. The disappointment I feel is profound, and I caution others who might be considering their services, especially for cases requiring prompt and attentive care. I would not recommend this company to anyone, and I have been quite vocal about it when it comes up in conversation. Do not go to Standard Optical!Business response
01/02/2024
We are sorry for the delay. I want to make sure I understand. You were offered a refund and have not received it? If that is the case, I can make sure it gets processed immediately.
Thank you,
Aundrea
Initial Complaint
12/14/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
This is regarding Standard Optical, Lehi location. I ordered two pairs of glasses since October 2023. I paid $843.12. They assured me that my glasses would arrive within 2-4 weeks and this has not happened. I am the one that has to keep following up with them and they always tell me that they will get back to me and never give me straight answers. I talked to Shelley C. On 12/07/23 and asked her to cancel my order. I told her that I couldn’t wait any longer for my glasses to arrive due to having to leave the country for a few months. She instead tried telling me that if I didn’t cancel she could give me a free pair of glasses. She told me that she would get back to me the next day (Friday) or following week on Monday. She never called me. I went to the store on 12/13/23 and the front desk lady (Camio) told me that there weren’t any notes under my account regarding the free glasses. I asked her to please cancel my order and she told me that she couldn’t. She said that Shelly was the manager and that she was the only one that could cancel the order. She said that Shelly would be there tomorrow and that she would give me a call. I have not received a call from them. I keep calling them and they don’t answer. My glasses are very important to me, without them; I can’t drive.Initial Complaint
11/30/2023
- Complaint Type:
- Customer Service Issues
- Status:
- Resolved
Tis complaint is for the Stansard Optical in West Point Utah on 2000 W. I dropped off my Eyewear prescription on 9/1/2023. The pro.ised time frame would be 2-4 weeks. They sent a text message to drop off my frames on 10/7/2023. I didn't here from them so I called several times starting on 10/14 and left messages. I went into the store and talked with Cameron H****. He said he would call me each Monday and get me an update. I heard from him once and he told me they mismeasured my glasses and was reordered on 10/14. I have not a call since I have gone in to their store each since with no update. I emailed a Vice President. She did not respond at first and then emailed and said she would pass this information to another person due to a d**** in her family. No word yet. I went in this past Monday 11/28 and Cameron said he would give me a refund and return my frames to me by Wednesday 10/30. I haven't heard anything Still. Please help me as quickly as possible. I am wearing my old glasses (12 years old) and can't see very well out of them. I would like my new glasses or refund and my frames returned ASAP. I have spent countless hours trying to get the resolved with no results.Business response
11/30/2023
****,
Cameron will refund you in full. If you paid by credit card, you will need to call the store or go in so he can give you that refund. If you paid by check, a check will be mailed to you. We are sorry for all of the challenges you have faced.
Kind regards,
Aundrea B*******
Customer response
11/30/2023
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.
This was promised already. I received my old frames today but still have not received the return money or the money back to my insurance so I can purchase new glasses in a timely manner. I need this done ASAP!
Sincerely,
**** ********
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Customer Complaints Summary
46 total complaints in the last 3 years.
23 complaints closed in the last 12 months.