ComplaintsforStandard Optical Company
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Complaint Details
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Initial Complaint
09/05/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
I have been waiting to receive my glasses for over 4 months and continue to be told to reach out at later and later dates. When I called last week, I was told that my order was suspended indefinitely as they are getting bought out with no ETA of delivery. I've reached out to the customer service email I was given by the manager in Bountiful location and no one will return my emails for a refund. If the company cannot fulfil orders, they should not be selling glasses. This is absolutely ridiculous and borderline fraudulent.Initial Complaint
09/03/2024
- Complaint Type:
- Delivery Issues
- Status:
- Unanswered
I had an eye exam ordered & paid for 2 pair of glasses 3/20/24. I was told it would be 5 weeks. It is now 9/3/24 And I've never received a call from them. I've never had them answer my calls or emails. I've stopped by the store and they were closed in the middle of the day. We are now in the 6th month. I spent a lot of time trying on glasses picked the perfect two pair and I really wanted those glasses. Now I want a refund.Initial Complaint
08/29/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Almost one year ago, I ordered glasses. The first couple of weeks, I noticed they would fog up and I wasnt able to get them clean. They always had a smudge and I couldnt see well out of them. I went into SO and they told me that I wasnt cleaning them correctly. The employee charged me for their in-house cleaner and said that it was superior to other cleaners, and that it should work. Convinced that perhaps it was my fault, I tried cleaning the h*** out of those glasses. I couldnt get the lenses clear and they would fog up. I couldnt wear them at night, especially. Im 53 and my vision is bad enough that I cannot drive without glasses. I had to resort to using my old prescription and I took the glasses back for the second time. I was told there was nothing wrong with the lenses (gaslighting me), and that I would have to contact customer service. I called customer service the next day, MANY times until I got one would who seemed helpful. He told me to take the glasses in again and that someone would help me. I took the glasses in for the third time, over a couple of months now. Remember- Im having to wear my old prescription, or contacts which arent transition lenses, so I cant see well, at all. Both the old prescription and the contacts were expired, so I asked for new contacts. They refused. I asked them to expedite the order. They said theyd do their best. Now, mind you, the employees have a horrid, unprofessional, flippant attitude. No accountability. The *** has nothing to say, acts like hes the I luckiest man alive to be working there, and acts like the clients are a burden. In fact, the entire office acts like clients are a burden. At this point, the prescription theyre supposedly working on is expired. Its been over 6, yrs SIX MONTHS. Every time I call for an update on my order, they say it should be two more weeksIve tried calling them this week for another update, and theres either no answer, goes to voice mail, or Im hung up on. HelpBusiness response
08/30/2024
****** is scheduled for a complementary exam on Tuesday and we are happy to communicate any change in her prescription to the lab. We also are working on expediting her order.Initial Complaint
08/18/2024
- Complaint Type:
- Order Issues
- Status:
- Answered
I placed an order for contact lenses in January and every time that I have called to follow up since I am told that it will be just a couple more weeks due to a contract issue with their supplier. I paid for these 8 months ago, why am I suffering because this company let a contract lapse and doesnt know how to properly operate? *** even asked for temporary lenses in the mean time and they are always out of my prescription and brand too. I NEED these to see.Business response
08/19/2024
We apologize for the shipping delays for your contacts. I have confirmed that your order should ship the beginning of September and we have some trial contacts we will be mailing you out today.
Initial Complaint
08/06/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I purchased 2 pair of glasses with a warranty in the ***************** location. My glasses broke & I took them in back in March of 2024. I have called and called. I asked for a refund of the purchase of my glasses as they still have my frames. They referred me to ****** in ****. They said no refund because it's warranty work. I talked to ****** in ************ The thing is.. They still have the glasses I paid for. They owe me money for the original purchase or need to get my repaired glasses back to me. I have been trying to call and the phone just ************* and then hangs up.Business response
08/07/2024
We sincerely apologize about the long wait on your order. Standard Optical has experienced some manufacturing delays on our premium lenses. I have contacted the lab to seek for a solution for you. I will follow up with you directly.
best regards,
****** C
Initial Complaint
08/03/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
It has been since March I ordered glasses it is now August and not received anything all I want is a refund to go to another business and get her some glasses for school . I have talked to other customers who have received a refund after waiting a year .and I can confirm cause they are familyBusiness response
08/06/2024
Thank you for contacting Standard Optical about this long wait on getting your order. We have been experiencing some very long manufacturing and material delays. I contacted our lab to follow up on this order and also called the patient to follow with them. I invite the patient to contact me directly at the Lehi Standard Optical office at ************ so we can review the delays and find a solution.
best regards,
****************
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
07/02/2024
- Complaint Type:
- Product Issues
- Status:
- Unanswered
I ordered new glasses from Standard Optical in Harrisville, UT on 03/21/24. I've been calling every month for a status on my order. Today when I called they told me that their CEO met with the store and said that all orders through the labs will be cleared up in 6 to 8 weeks! So as of today, 07/02/24, I will continue to wait 6 to 8 weeks. This is ridiculous and the worst customer service. I demanded a refund and I was told all sales are final. However, if the product has not been delivered that was ordered, why am I not able to be refunded??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.
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Customer Complaints Summary
60 total complaints in the last 3 years.
32 complaints closed in the last 12 months.