ComplaintsforShopko Optical

• Initial Complaint

  04/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  12/1/22 Shopko Optical ************ Cylinder Axis Rt. *** +**** ***** **** Lt. *** +**** ***** **** 4/11/23 ***** Family ***care Sphere Cylinder Axis Rt.*** +**** ***** 080 Lt.*** +**** -**** 036 12/1/1022 I had my eyes checked by Shopko Optical Care. They gave me a prescription with the results of the test. The results are shown on the chart from Shopko Optical dated 12/1/2022. I took the prescription to **************************. where ***** ************** is located. They created a lab copy for their records. They did no transpose any of the test results, everything was entered properly in order for them to order the new glasses I had chosen. I ordered the new glasses and paid ******* $197.00. The new set of glasses came in and it was around the middle of December before I could get in to try them on. When I went in to try them on I told them that they felt "off" somehow, and was told to try them for a few days and come back if need to. At that time my husband and I had to leave for a 3 month planned trip out of state. I dealt with the glasses while we were gone, which included headaches and dizziness. At some point I did contact Shopko to let them know I was having problems and was advised to come in as soon as we returned. According to **************, I was given the wrong prescription by Shopko. I feel Shopko should reimburse me for the $197.00 I paid for the original prescription. The manager has refused to even discuss it.

  Business response

  05/12/2023

  Thank you for sharing this customer's feedback.  We have attempted to reach this customer on several occasions to discuss and resolve the concerns raised without avail.  We invite the customer to contact ***************************** (Chief Experience Officer) to discuss this concern.  He can be reached directly at **************.  

  Customer response

  05/25/2023

  [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

  04/12/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I have not heard back from the manager about my original complaint. I was seen last summer for an eye exam. When I arrived I was told the doctor wasn't in or the manager. They said that could do the exam only virtually. I explained as long as my insurance coved it. So they went ahead with appointment. A few hours later they called me and said that the insurance did not cover the virtual appointment and they wanted me to pay for the appointment. I explained that I made it very clear that they check to make sure it was covered. I have state insurance ********* After several months of going back and forth with a manager that was no longer there and to work with the part time manager that was there I explained that the prescription that they gave me was off and that I realized that everything was blurry in the left eye. That I wanted to have a my exam redone with the doctor on duty since my insurance didn't go through. My insurance deny the exam saying they were already charged and that Shopko would have to retract the original charges. I explained this the manager this was well over a 2 months ago. She explained that she that she would email someone higher up on what to do. After a few weeks I called her back and she she still haven't heard anything. From last call on I have been trying to reach her have left messages. With still no call back. I just want to be able to see and have them fix were they went wrong.

  Business response

  04/19/2023

  Good morning:

  Shopko Optical contacted the patient regarding her complaint.  The patient came back into the center for a recheck.  The Doctor performed a comprehensive eye exam and was able to resolve the patient's concerns.   We believe that that this complaint has been resolved with the patient.  Thank you! 

   

  Customer response

  04/19/2023

  [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

  01/05/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I had an eye exam in November 7th, 2022. I ordered glasses after the exam. They came in wrong after the order because they we're a special requested eye power for computer use. Instead they upped the prescription significantly and delivered them to me. Since then, we have ordered the glasses 4 x trying to get them right. The assistant confirmed they haven't actually been ordered the last two times, they just keep sending the same "wrong" pair to me. Now I'm out of the area, 2 months has passed, been in 4x and had a family member fly the new glasses to me. The glasses have been returned and now the manager won't call me back to either try and get the lenses correct or refund my money. At this point I just want my money back. I love ***************** as a doctor, but the staff isn't very helpful. The manager unfortunately is the only one that can refund my money.

  Business response

  01/09/2023

  ********************** visited our center in ********* ** for an exam and ordered a pair of eyeglasses. Unfortunately, there was an issue with the lens style that was ordered which required a remake. This was rectified, but there were concerns with the prescription which required additional remakes.
  
  Due to the ongoing concerns and this complaint, the manager of the center reached out to **********************. We apologized for the issues that have been experienced and subsequently processed a refund for ********************** which she will be receiving within the next **** business days. 

  Thank you for bringing this customer concern to our attention.

• Initial Complaint

  12/06/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  My health insurance company pays $100 per pair of eyeglasses to the provider as well as having an available discount plan. I went to Shopko, found a frame, and sound down tih a young lady representative. I gave her my discount plan and the "Group Code" for my insurance. It had earlier been confirmed by another worker that I did have the $100 benefit.Finally, she gave me a price of around $700 for the cadillac lenses, which I told her I did not want. I wanted the lenses included in the discount plan, plus anti-reflective coating and the eyewear protection plan. I again referenced the pricing on the discount sheet. She said, "You're better off with our sale pricing." After a few more minutes on the computer, she came back with a price of $400.39. I asked if that took into account my $100 insurance benefit, and she said, "You don't get that with our sale pricing." What? That is a payment made directly to them!Back home, I looked at her numbers and compared them to the discount plan pricing, and then took of the $100 insurance payment. $192.39! Her "sale pricing" that was "so much better than" my discount pricing was actually $208 more! Was their plan to file my insurance claim and keep that $100, making the true price they received $500.39?What a used car sales pitch! This is deceptive sales practice! I want Shopko Optical to honor the contract they have with my insurance company and the discount plan, both of which identified Shopko as "in-network." And I want Shopko to stop this deceptive sales practice! I guess she was looking for a Christmas bonus?!?!?!

  Business response

  12/12/2022

  We appreciate you bringing this concern forward.  *********** followed up with ******************** on 12/9/22 and obtained additional details on what occurred. While the intent of the optician was to provide eyewear and pricing options to ********************, based on his feedback we did not provide this in a clear manner. There are multiple options related to utilizing promotions or insurance and depending on the eyewear that a patient is interested in, one solution may be better than the other.

  Unfortunately, when this patient attempted to reach out to us to discuss his concerns, the Company contacts were on vacation and failed to respond.  We did offer an apology for the service he received and the lack of timely follow-up.  *********** also provided a direct contact line in the event that we can be of any additional service in the future. 
  

  Thank you again for providing us this feedback and for the opportunity to address these concerns.

  Customer response

  12/12/2022

  [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 ********.  Although the response wrongly states that the salesperson was giving me options - including what my insurance would cover -  I have moved on and gone to a different company for my glasses.  Shopko Optical failed to answer my phone call, text message, ******** review, or ******** direct message in a timely manner.  I guess the entire organization was on vacation! 

  So, despite their failures and the COO's failure to actually understand what I was telling him when he finally called me in response to this complaint, I will accept their response here to be done with the company.  They should all be selling used cars instead of selling corrective lenses.
  
  Regards,
  
  *************************
  

• Initial Complaint

  10/06/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I ordered glasses, and when I went to pick them up there were only lenses, no frames. No one knew where the frames were and they werent on the wall. What am I supposed to do with $400 lenses?? I dont comprehend how this happens. I asked for a refund and was charged again. So now Ive paid $800+ for lenses I do not have. I am so disappointed. This has always been a business I trust, but this is not excusable. Id like a full refund and I would also like an explanation as to why something like this occurred. I would have preferred to just get my glasses as one would expect from a business.

  Business response

  10/11/2022

  Thank you for passing this customer concern along.  ********************** takes these matters very seriously.  We have been in touch with the customer and believe we have resolved her concerns. 

  Customer response

  10/11/2022

  [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. 
  

  I worked over the weekend with ***** at the business to get refunded for the charges and receive the glasses in question (which I did pay for). I am satisfied with the rapid response and I spoke with the district manager this weekend. I would like this claim to be closed and resolved. It was handled extremely well, and no further action is required on anyones part. Please make sure management is aware that the store staff - *****- worked diligently to resolve this matter. 
  
  Regards,
  
  ***********************************

  
  

• Initial Complaint

  06/02/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought glassed from Shopko on May 23rd 2022 from the ******** location. I got my glasses on May 31st 2022. They did not fit properly so I went to Crystal **** location to have them adjusted. They had mentioned I had 90 days as they were not fitting well. Today June 2nd I went back to ******** to return. I paid a total of ******. I paid 160 cash and ****** on a credit card. They told me they could not give me cash because it was over the amount of 25 dollars. This is misleading. I have to wait to be mailed a check! They should not accept cash if they can't give back in the form it was paid. They sold me glasses that were not made right and now I have to wait for a check is not a way to do business.

• Initial Complaint

  04/13/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I am submitting a complaint against Shopko Optical (Madison ***** with the intent of receiving a refund for the purchase price of a pair of glasses I cannot wear. Please see the attached PDF for the full description of what occurred and why I am making this request.

  Business response

  04/20/2022

  Shopko Optical is disappointed that the customer was not satisfied with her purchase and has offered to refund the customer for her glasses.

  Customer response

  04/28/2022

  [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.  I would like to add, however, my dissatisfaction with the way the manager, ***** acted upon my returning my glasses.

  I received a call from **** on 4/15/22, advising I could return the glasses for a refund.  Due to scheduling conflicts, I was unable to return until 4/26/22.  I proceeded to tell **** I would require written documentation the claim void request with my insurance carrier, EyeMed, was made.  **** told me he couldn't do that.  I asked why, and he indicated that was handled by corporate.  He stated he could write something up to indicate the request would be made.  I asked if it would be on letterhead - he advised no.  I asked what the letter would say, and he advised, "Anything I want it to."  I asked him to call corporate, and he refused, stating they were "all out on sales calls."  I asked, "Everyone??," to which he replied the one person he could talk to was likely unavailable.  I told him I required him to call his contact and at least leave a voicemail.  I argued with him for at least five minutes, advising him I would not leave the store without something in writing as confirmation my claim would be voided with EyeMed, nor would I return the glasses until such documentation was provided, before he eventually acquiesced.  He left a voicemail for his contact (****?) at corporate, advising he'd offered to put something in writing regarding the voiding of the claim and stated I'd declined this.  I had not, which, when he returned after leaving the voicemail, I advised him.  He then said, "Do you still want me to write a letter," and I said I did.  He typed up a brief letter and signed it.  I reviewed and signed/dated it, then told him I would need an email from corporate when the request to void my claim had been submitted.  He took my email address.  He'd also advised me after leaving his voicemail for corporate he'd also emailed his contact.  We then began the refund process, and during that time, his corporate contact called.  He explained he and I had come to an agreement (an email would be sent to me when the claim request was issued to EyeMed).  I received a receipt for the refunded portion I'd paid using my Flex card, and by the time I arrived at home, I received an email from corporate advising my claim had been voided with EyeMed.  I called EyeMed to verify this, and it was confirmed.  I have also now received the funds back in my FSA account for future use.

  While I agree the overall desired outcome (a refund to my FSA card and the claim being voided with EyeMed so I could submit a new claim through another eyewear provider) was completed, ****'s obstinance with my requests were less than satisfactory.  Considering I had not been properly informed of the 90-day stipulation for return, turned away multiple times when I'd advised there was a problem, then called a liar when I'd advised I had indeed asked for a refund, I feel a request for something in writing before returning the glasses was the least they could do and was completely reasonable.  ****'s customer service skills are seriously lacking and, quite frankly, I do not feel he is a trustworthy person given my experience, which is why I'd asked for written proof a request to EyeMed was provided.  To note, I also did not get an apology for being called a liar several times.

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

  
  

• Initial Complaint

  10/23/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On September 29th I went to get a new pair of glasses. I told *************************** that I may not need these glasses and that I may be out of town. She said that it would not be a problem. I just need to call and let them know that I don't need them and they will put the funds back on my bank card. I really need these funds back to pay for the glasses that I do need. I have been waiting for a month now. *************************** is preventing me from my medical need. She promised one thing to finalize her sale to get profits and take my money, now she won't return it. I paid $223.97 out of pocket, and she charged my insurance. I cannot get a new pair of glasses because only one glasses charge a year is allowed on my insurance. She says she is the manager and I can't talk to anyone else. She said that I have to wait for them to send a paper check when they get the chance. I need glasses, she promised the funds on my bank card when I tell them the glasses are not needed. Now I am without the medical need of glasses because of her !!!!

  Business response

  10/27/2021

  This customer concern has been resolved.  On October 25, 2021, Shopko Optical reached out to this customer and issued a refund for her glasses as requested.  

*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. ↩