Complaints

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.

• Initial Complaint

  Date:20/01/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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.

  November 29, 2025 Had a consultation with them and paid for the lenses for my prescription. The First Lenses that was offered when it was done was really not good. You cannot even wear the eyeglasses because of the quality of the lenses made. Then after that they said that they will just make another one and they asked me to change the frame so that they can make a much better lenses. I choose 2 different frames and they said that they will inform me on which frame will be used. Which did not happened. Then last January 17 2025, I went there to check the glasses again because they said it's done. And when i saw it it's almost the same quality as the first one. I was trying to explain that my glasses before that has the same grades does not look the same as what they are giving me. So i did not accept and just left it on their store. I was hoping that we can make a resolution since i paid a lot of money for the glasses that i cannot even use because of quality issues..Thank You!

  Business Response

  Date: 30/01/2025

  Hello, 
  This is ********* ******* optician at Vision Optical. ***** Hontuchan purchased glasses on Nov,29/2024. Whenever customer purchase glasses we always tell them how the glasses will turn out according to there prescription. ***** has really high prescription in one of his eye and we mention him how thick the glasses be and he was totally ok with that we also suggest to go with smaller size frame and he said I want only this frame. When it was time to dispense his glasses he wasnt happy with the thickness of one lens and we try to explain him and offered him to select a smaller frame without any charge for frame or lenses and he select smaller frame and his glasses came back and they turn out really good with the high prescription but he wasnt  happy with this pair either he want the lens to be think as his other eye, unfortunately his one eye prescription is super high and no way we can make it flat as his other eye. He was telling us he got a pair from back home and they are really good and we asked him to show us those glasses for we can ask the lab to check but he said he left that pair back home. Im working on this industry for last 18 year and according to my experience the prescription glasses we made for him were as good as they could be. Due to the high prescription.  I think he just want a refund and not willing to try those glasses. The total amount was for his glasses is $773, the amount he is claiming not sure where it came from. His insurance paid $450 and he paid $323 out of pocket. Unfortunately we cant refund the insurance amount to him because that insurance money will go back to insurance, and the amount he paid out of pocket $323 we can refund it to him. Im trying to attach the reciept and insurance submission  slip as well but not working. Can I fax that separately?
  please let me know if you have any questions. You can reach me via email or phone ********** 
  Thank you 
  ********* Boparai 

  Customer Answer

  Date: 03/02/2025

  I can accept the refund that was been offered. And i know that the rest of the payment been made will go back to the insurance. So for them $773 is not a lot of money for an eye glasses. They didnt even told me the price of the frame that was been given to me. Of course the i do not need to add any payment because the first frame that I bought was more expensive than the one that they have me offered. And they even told me that they gave me a 50% discount on the first frame which is misleading. I will go back to their store. So that they can process the refund.

  Customer Answer

  Date: 03/02/2025

   
  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 can accept the refund that was been offered. And i know that the rest of the payment been made will go back to the insurance. So for them $773 is not a lot of money for an eye glasses. They didnt even told me the price of the frame that was been given to me. Of course the i do not need to add any payment because the first frame that I bought was more expensive than the one that they have me offered. And they even told me that they gave me a 50% discount on the first frame which is misleading. I will go back to their store. So that they can process the refund.
  
  Sincerely,
  
  ***** ********