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Business Profile

Optometrist

Eyes on Optometry Group

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Optometrist.

Complaints

Customer Complaints Summary

  • 5 total complaints in the last 3 years.
  • 1 complaint closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:30/10/2024

    Type:Product Issues
    Status:
    Unanswered
    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.
    On July 19th 2024 I ordered two pairs of prescription glasses from Eyes on Bedford which would total over $1,000.00. I was told it would be 2-3 weeks to receive both pairs. I paid a significant down payment and Blue Cross was billed $170.00. I arranged to pick them up at Eyes on Portland. It was September when I received the glasses. I noticed a small flaw with the cutting of the lens on the first pair, and I saw that the second pair of lens weren’t cut properly all the way around the edges. I requested to have them recut. The woman working at Eyes on Portland told me that it was dust making the edge look incorrect. She kept cleaning them saying it was dust. It was not dust. They weren’t cut properly. There was a rim around the entire lens where it hadn't been bevelled/cut properly (I showed them to another optometrist and that's what they said also). I asked to not pay/not have the second pair because they were damaged. I was told that I had to pay even though they were flawed. After I made numerous phone calls and emails I was told that the second pair would be recut and I was told the second pair would be rushed and would arrive quickly. I was given a $100 discount because they had to recut the flawed glasses. I never did get around to requesting the first pair to be fixed as I needed a pair of glasses to wear. It’s almost two months; October 28th, 2024. The second pair arrived and are cut very poorly; it is very obvious the lenses are rough around the edges and they pop out very easily. I actually thought it was a Halloween prank at first. I was told I have to accept these glasses or the first pair of glasses which are also not beveled/cut properly. My money won’t be refunded and I have to accept damaged glasses. The staff at Eyes on Portland (the second time) said they clearly weren't made properly. Why can't this company cut lenses properly or refund my money? This is medical equipment. I need them to see. An insurance company helped to pay for these.

  • Initial Complaint

    Date:10/11/2023

    Type:Customer Service Issues
    Status:
    Unanswered
    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.
    When I need my eyes tested up until now I have gone to optometrists at “Eyes on Mumford and most recently to Eyes on Bedford”. On August 11, I picked out glasses and took advantage of their 3 pairs for the price of 1 deal (which I now know borders on false advertising in my opinion). I was told at the time it would take 4-6 weeks to get them because of backups at the lab they use. Around 5 weeks I went back to their store in Sunnyside Mall asking about my glasses and was told it would be 6-8 weeks. Approximately at 7 weeks I was told It could be more than 9 weeks. Earlier this week I was told that they had sent all their work to a new lab in Ontario. As of today it has been 11 weeks and 4 days. Never during this whole ordeal was there ever any contact from them concerning my glasses even though they have all my contact information. I am recommending that anyone that may be planning to use this company to wisely make a different choice. Recently I have contacted several other optometrist office asking how long their perscription turn around time would be and the average answer was no more then 5 weeks.

  • Initial Complaint

    Date:02/11/2023

    Type:Customer Service Issues
    Status:
    Unanswered
    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.
    On September 23, 2023 I had an eye exam and order glasses at Eyes On Bedford. I was told it would take a couple of weeks to get them back. It has now been over 5 weeks and today I was told it can take 10 to 12 weeks to get them back as the lab is backlogged. I explained to the woman that I am diabetic and my eyes have changed, I need my glasses. I asked if I could get a refund so I could go some place else. She said sales are final because they are being cut to my prescription. If the lab is not finished them then what is the issue? I need to be able to see !

  • Initial Complaint

    Date:24/10/2023

    Type:Customer Service Issues
    Status:
    Unanswered
    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.
    Purchased eyeglasses on July 13 2023 paying for them in full ($1168). Was told that four week is the turnaround. Explained needed them before six as had a trip planned and wanted them for that. Indicated that that should be fine. Calls and even a visit at four week deadline. Told they would email the lab and get back to me - never got a return call. After returning (8 weeks in) no call about status or them being completed. Called in again noting my frustration and said would contact the lab and get back to me. Sept 19th/20th started my escalation up to office manager as they were still not in. Suggest compensation and told they would look into and get back - no reply on this. Sept 28th sunglasses were ready (11 weeks and no reason for delay) and informed only credit for next time of $50 (that would be 2 years later). Sept 29th called in and said offer was unacceptable and wanted to escalate. Email sent to VP address given. A week later, no reply on email so called again and made sure person had email and would make sure VP would see it. Addition calls and told restitution is out of her hand asked to escalate further and was unhelpful plus no return call or email from VP. Email sent to partners Oct 21st. After that, email from VP and used excuses and did not deal with the issue (unprofessional reply) Not wiling to work with me so reply to email to terminate the contract on unfulfillment and lack of product yet. Email back that this could not be done - asked for an phone and of course not was given. The integrity of standing behind their commitments and service plus the unprofessional and lack of customer service has been happening throughout this. I have asked for a full refund as usually glasses only take two week to be done based on communication with people (not over 15 weeks). Failing this I want delivery of my glasses plus refund on my visa (.$125). Timeline in the 3 email attached too showing my correspondence (please use them too).

  • Initial Complaint

    Date:20/10/2023

    Type:Customer Service Issues
    Status:
    Unanswered
    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.
    Purchase a set of glass on August 17, 2023 for $578.88. When purchased the glasses clerk advised it would 6 to 8 weeks for delivery of glasses. Checked multiple times in the 6 to 8 weeks and advised the glasses were still at the lab. After week 8 called and clerk advised me that now it would 10 to 12 weeks. Called today and same answer from clerk glasses are still in the lab. Ask clerk about refund since they have not delivered my glasses. Was told they have a no refund policy. Invoice: 0000255086 File no. 0000114823

Eyes on Optometry Group is NOT a BBB Accredited Business.

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