ComplaintsforShopko Optical

• Initial Complaint

  03/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In early November 2023 I purchased new glasses from shopko optical in ********* for $540.00. In February I was cleaning these glasses and noticed significant scratches on them. I checked the internet for solutions and found that replacement lenses are the right solution and cot around $50.00 I contacted shopko optical and was told replacement lenses are $270.00 each. I then looked at my receipt for my 2021 glasses purchase from MO. I found that these lenses were much harder and therefor scratch resistant. I went into the store and asked why they sold me softer lenses? No answer. I asked for solutions and was told I could have purchased lenses replacement option for $30.00. I was never given that option. I was then told I could purchase new glasses. I said every 4 months and was told yes. I said that is not ok.

  Business response

  03/08/2024

  I spoke with ****************** on 3/8/24 and apologized for the issue he has had. We discussed the type of lens he has previously worn and discussed a plan to remake his glasses into this material (Trivex) at no charge. ****************** will also be purchasing our Extended Protection Plan which will provide a year of scratch protection. 

• Initial Complaint

  02/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Feb. 16 to the 19th, 2024 I tried to order my contacts, I had the exact amount and even extra to order contacts, but I called on feb. 19th to try to order them yet again. Got told my card declined even though it had the money on the card, which I did indeed check. When calling back I tried to see if it might work again and the woman who was work was ******* and she told to wait so they could and got hung up while waiting. Called again just to be told it wouldnt work while the woman basically laughed and hung up. It was the most worst feeling to be laughing at by all means. And im at the loss of words of what to do to actually get my contacts.

  Business response

  02/26/2024

  We apologize for the issue that Faith had during her visit to the center in *********. The regional manager is working directly with the general manager to get in touch with Faith and address her concerns that she has experienced. If there are any additional questions or concerns, please let me know and I will be happy to follow-up.

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

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

• Initial Complaint

  01/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In August 23 my wife purchased a pair of glasses from the Onieda St location. At the time she paid $145.00. Our insurance paid an additional amount. A week later we were called and told we owed an additional $1.06. As we had errands to run we stopped by to take care of it. When we got there we were told don't worry about it and we went on our way. In October we got a bill from Shopko for $239.99 with no explanation. When we called we were told they were not sure why and they would call back. Another month went by with no call and we got another bill. This time I went in person. I was made to wait to talk to an office manager. She was on the phone and three employees surrounding her when she talked to me. She said she would take of it and I left. We got the same bill in December with a note on the bottom telling us we were more than 90 days over due. I called again and spoke to a male at length pointing out this might go to collection. They had given us no explanation as to what the additional billing was for.At this point I need to mention that the bills they send out only have the address of the branch we went to. There is no other point of contact. When I asked about that the guy said that each branch was responsible for their own billing but he could not explain why we were getting additional bills as they are mail from corporate.Now it is ******** we have received another bill and it is in fact marked referred for collection. My wife called to complain yesterday. When we did not hear back I called again today. He says he sent a detailed email to corporate yesterday but has not heard back. This bill offers no explanation as to why we owe the additional money and does not acknowledge what we already paid.Before I run out of space I want to point out that it is extremely hard to contact Shopko Corporate. There is no POC on the bill and they can't be found on ******* I only found them because they came up as listed on the BBB.

  Business response

  01/12/2024

  We apologize about the issues that were experienced with the billing as well as the communication process that ***** and **** had with the center and our website. We will be addressing the billing issue and also look into ways to improve providing our customer service information online. If there are any additional questions or concerns, please feel free to reach out to me directly (***************************** ************).

• Initial Complaint

  01/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Shopko optical *******. breaking HIPAA laws Knowingly and refusing to furnish medical records when asked as pursuant to HIPAA privacy law, access clause. You broke the law. period. Shopko optical ******, Continuously selling broken products knowingly. FACTS. I had a glasses exam in ******. picked out, ordered and paid for my glasses in one day. Short and sweet. shopko optical ****** sold me three pairs, one after the other, of faulty glasses that broke within days. i had to wait each time for new glasses, and the employee stated as much. "idk why we sell these they just keep breaking on everyone". and then gave me a new pair of the same glasses. which also broke in days. - id like money back. Shopko Optical *******, *********, daughter and i get contacts at this store months later (i dont have working glasses after all) and they tell me i can have my contact script but not hers until she does some arbitrary class they want to make her take. i told them no thank you, ill make decisions about my daughters health and i may not want to purchase from here. ill take the script. they refuse. i talk to her boss, they refuse, i speak to the store manager. they refuse. then i speak to **** (general manager,) who admits that it is against the law to withhold medical records, but then calls me a liar and says "they never ordered you contacts, i have no info that you have them" AFTER i told him im holding them in my hand now. then he tells me they wont mail it, or send it electronically (required by law), i have to come get them. (they have mailed me scripts every year until now when requested as per the law). I still have their lenses, but now want a full refund of all services and products and an apology for violating my daughter and my HIPAA rights

  Business response

  01/09/2024

  We are in receipt of Mr. ****** concerns related to his daughters contact lens prescription request and his eyewear purchase. We have reached out and left messages with ************** on several occasions . On January 9th, we emailed ************** information on next steps regarding the finalization of the contact lens prescription for his daughter as well as details on addressing the concerns on his eyeglasses. 

• Initial Complaint

  12/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was suppose to have a follow up eye appointment for getting my regular set of contacts. Which I called two weeks ahead of time to schedule it at 10:30 a.m. the person who then answered confirming at 10:30 a.m. A week later I get a text message it was set for 11 a.m which I was confused about at first. So I got there at 11 a.m because it said 11 through the text message. I get there and walked in, I asked to check in for the appointment, and the women who was working at the front had a very rude tone with me, I ask if I could get both the set of trial contacts just in case I lose one which happens. And she rudely was telling me no we cannot do this for you beside the one eye. Which the appointment was suppose to be with the contacts which nobody told me that when I was there last. So now I have to wait to make a new appointment due to what happened today. But it was definitely the worse experience i had there. *** went there for years and i never once had an issue like this before. But i would like a apology cause of the time spent going there just to get denied for the appointment cause I live in ********** **.

  Business response

  01/02/2024

  I reached out to Faith and apologized for the service she received during her recent visit. We did discuss that the left lens was ordered and has been set aside in her file. She will be picking this up and then scheduling a follow-up visit to finalize the contact lens prescription at that time.

• Initial Complaint

  12/21/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Eye exam from Shopko. ******* arrived with wrong prescription. The prescription had barely changed from the year before yet could not see or double vision with new glasses. They would not give another exam without paying again so left with a useless prescription

  Business response

  12/22/2023

  We thank **************** for bringing these concerns to our attention and apologize for any inconvenience this has caused. We have worked with him to return to the center for a follow-up exam which we will do at no charge on 12/28. At that time we will review what changes need to be made with the lenses and will address them accordingly at that time as well. 

• Initial Complaint

  12/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am not sure if this is the correct place.to report this, but I have been unable to find elsewhere. In Dec.2019 I was taken out of the workforce due to health issues. I have ******** and ********* I had been having some vision issues I made an appointment with Shopko Optical in **********, ** around August this year. Had my appointment which didnt seem to go as I had seen with my parents appointments didnt think much of it, then I was to pick out a free pair of frames with no help then was told since I am "State" paid dont expect my glasses for a few months. Which they came in less then a week. I get them.and they do no good for me so total waste of "State" funds. Fast forward to Oct. I have to get my license renewed and fail the vision test with my left and barely pass with the right. I worked hard as a CNA before my health issues I expect to be treated like everyone else "STATE" paid or not. Ot makes me question everything now like am I going to be treated with such disrespect from all my medical needs? And now have to find a new eye Dr and waste more "State" dollars. If this is not were to report this please lead me in the right direction. Shopko cannot keep treated people like this

  Business response

  12/04/2023

  We appreciate being made aware of this service concern. We apologize for the service that ******** received and we will be addressing this with the teammates involved during her visits to the center. We would welcome the opportunity to have her come back in for a recheck and to remake the glasses in the event there is a prescription change. I did speak briefly with ******** and let her know that I can be reached at ************ in the event we can offer additional assistance. 

• Initial Complaint

  10/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  If I could give this doctor 0 stars, I would. Absolutely HORRIBLE experience with *********************** today. First time ever going here. I have had my same contact prescription for almost 12 years. I go to a clinic that is covered by my insurance, get an eye exam, get my prescription, get my dailies and my monthly contacts and a prescription for glasses. This is what *** done for almost 12 years.This encounter, though, I was met with some sort of belittlement, push back, and a condescending attitude by ********************** her words, you should really just stick to one type. Not both.In which I replied, I would like to have both monthly and dailies and glasses. I travel and its easier to just take dailies with me on long trips as needed or wear glasses. Its what Ive done and I like it.She continues to ask questions as to why I like dailies and whether I have some sort of issue with money, cost and affording? No? Wtf? The question itself made no sense.I was so appalled with her behavior that I stormed out of the clinic. Absolutely ridiculous. I have NEVER walked out of a business and verbally voiced my disdain for such bad service. This was the first time in my life that someone made me so angry that I had to walk out. This was so out of character for me but this Doctor was a realyou get the idea.STAY THE F*CK AWAY FROM HER

  Business response

  10/04/2023

  We appreciate ******** bringing this concern to our attention. We want our patients to have an excellent experience during their visit. We have reviewed and discussed ********'s concern with the doctor. We also understand that ******** has completed an exam and ordered contact lenses at our other location In ***********. We appreciate his continued patronage. In the event that there is anything else we can assist with, please let ** know. 

  Customer response

  10/05/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  Although the business has allegedly talked to the doctor, I still feel that this doctor will not change their ways. The fact that I purchased my contacts and glasses at a different location does not mean anything. I needed contacts. I didnt have any left. And after that horrid experience with said doctor, my only contacts I wore that day, I had to take out for the exam and then I lost them because I was mortified with the experience.

  I was told that the exam would be free. That was a lied. I still paid. Additionally, my one month contact pair was ruined. I expect to be compensated for my 1 month contract and exam.

  
  Regards,
  
  *****************************

  Business response

  10/12/2023

  We spoke with ******** on 10/11/23 to address these concerns. 

  Customer response

  10/12/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  *****************************
  

• Initial Complaint

  09/08/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  In January of 2023 I went to Shopko Optical in ********, ** for an eye exam and a pair of glasses to use when using my computer. I received the glasses in February and took them home. (I have floaters in my eyes). After wearing them for a couple of weeks and after repeated cleanings I noticed they were scuffed. I thought it was my floaters. I took them back. They checked them and found BOTH lenses were scuffed. They said they had to replace the lenses. After 3 or 4 weeks and not hearing from them, I called and was told the glasses were in. So, I drove over there again and picked up the glasses. After wearing them for a while something didn't seem right. Whenever I looked at my phone with them on the phone looked like it was twisted. I stopped wearing them because I had no idea what was going on. About then was time for my regular/annual eye exam. After telling my Doctor about the twisted look when I used my phone he told me they had doubled the correction on the right eye and halved it on the left eye or right and left lenses of the glasses. This, he said, would cause the "twisting effect". I went back again, and spent 40 minutes trying to calmly explain what they had done. To no resolution. They kept insisting they only had a 30 day return/replacement policy even though we'd gone passed that with the scuffed lenses issue. I was willing to have them do the correct prescription, but now, after reading the reviews I just want my money back. I spent $209 out of pocket, the insurance paid $400 + dollars and they should be reimbursed as well so I can go get a new pair. After having trouble with the scuffed lenses, wrong prescription, no return call to pick up the glasses and three trips wasting 4-5 hours of my time I don't wish to deal with them any longer. (I have my receipt but my scan isn't working on my computer so I can't upload it). Thank you for reviewing this.

  Business response

  09/11/2023

  Thank you for sending this concern.   Shopko Optical has contacted the customer and resolved the concern.  We will be remaking the lenses at no charge.

  The patient was satisfied with this resolution.  

• Initial Complaint

  08/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have insurance, which did fully pay for my glasses. My complaint is not regarding payment for the original purchase of glasses. In October 2022, I had my eye exam and glasses made and picked up. Within a couple of months, my glasses completely split in half at the bridge of the nose, while I was driving, with no apparent reason. I had squinted to drive there to see what they would be able to do. This optical store is located on *********************, ****************. They had replaced the frames, from stock, and popped my lenses in, free of charge. Now it's the end of August, and the spring for the arm of the frame is gone because the arm has fallen off. No frames in stock this time. Exam not "due" until October of 2023. This time, I have to PAY ALL COSTS FOR REPLACEMENT. I'm disabled, with no other income. They will not allow payments, everything must be paid in full before ordering. I cannot see without my glasses for driving or anything else. They have never disclosed in all the years I have gone there, that if you "attempted" to repair glasses (to see to drive there) your insurance won't cover a replacement!! The "temporary repair" didn't even work!!! What are people supposed to do, when they have no money to cover anything and cannot see without them!! I am beyond upset and cannot even borrow from anyone.

  Business response

  09/05/2023

  We apologize for the issues that ***** experienced with her eyewear. The manager of the location reached out to her and on 8/31, we replaced the damaged frame with a new one.

  Customer response

  09/05/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  ***********************
  

*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. ↩