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Business Profile

Lenses

Eyeconic, Inc.

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Lenses.

Complaints

This profile includes complaints for Eyeconic, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see

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    Customer Complaints Summary

    • 47 total complaints in the last 3 years.
    • 15 complaints 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:10/21/2024

      Type:Delivery Issues
      Status:
      Resolved
      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.
      I ordered glasses from Eyeconic on 8-27-24. They were shipped on 9-14-24. Wiithin 2 weeks the lens started to crack. I contacted Eyeconic by email twice they do not respond to my emails. My order previoulsy showed up on their webpage. The last time that I logged in, it no longer showe up. Their web page stated that they respond to emails with in ***** hours. It has bee over two weeks since the first email and a week since the second. There has still been no response.

      Business Response

      Date: 10/24/2024

      Dear Customer Relations Representative:

      Please see the attached response to Mr. **** **** concerning his complaint against Eyeconic, ID #********.

       

      Regards,

      **** St. Geme

      Senior Manager, Eyeconic Operations

      Customer Answer

      Date: 10/24/2024

       
      Better Business Bureau:

      I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.
       
      I have sent the business another email with a copy of the photo of my damaged glasses. I will be awaiting to see if I finally get a response.

    • Initial Complaint

      Date:10/14/2024

      Type:Order Issues
      Status:
      Resolved
      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.
      I purchased a pair of half rim glasses and the lens on one side fell out. I simply had the glasses in a shirt pocket and when I took them out, the lens fell out. Upon inspection it appears the underwire that holds the lens in place is detaching from the frame.Over a 4 week time period I sent 2 emails requesting warranty service to fix/replace the glasses. I didn't receive a response to either email, although they state on their website they will respond to emails in ***** hours. I tried a third time to communicate my issue, this time via a chat session, and was able to connect with someone. I was asked to send in pictures and a description of what happened, and based on that they denied my claim. They didn't tell me why, but provided a generic response that stated they don't cover normal wear and tear (they were only about 7 months old), abuse, nor improper storage (they were in my shirt pocket).

      Business Response

      Date: 10/18/2024

      Dear
      Customer Relations Representative:

      Please see the attached response to the complaint filed against Eyeconic by William Walton, Complaint ID: 22421771.

      Regards,

      Paul St. Geme

      Senior Manager, Eyeconic Operations

      Customer Answer

      Date: 10/19/2024

       

      Better Business Bureau:



      I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.


    • Initial Complaint

      Date:09/15/2024

      Type:Order Issues
      Status:
      Resolved
      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.
      I ordered a pair of **** ***** glasses and within a couple of months, the leg of the glasses came unwelded on the right side. They warrantied them due to a manufacturer's defect and replaced them with the same frames. Within another month or so, the same issue occurred with the frames. They offered to replace them one more time, and I requested a different frame since these were obviously defective. They agreed and requested me to send them what frame I'd like them to replace them with. I did that and then shipped the old, defective frames back. When I received my replacement, I was shocked to see they sent the defective **** ***** frames again. I emailed them with my concerns because I do not want these frames (and they again have broken). My email was ignored. I am requesting the company send the correct **** ********* frames I initially requested as soon as possible (in matte black).

      Business Response

      Date: 09/17/2024

      Dear Customer Relations Representative:

      Please see the attached response to the complaint filed against Eyeconic by ****** *********, Complaint ID: ********. 

       

      Regards,

      **** St. Geme

      Senior Manager, Eyeconic Operations

      Customer Answer

      Date: 09/17/2024

      I am rejecting this response because it is very inconvenient for me to ship *** which I stated before. Furthermore, I threw the frames out but kept the lenses since they broke as well. I kept the lenses in case the manufacturer remodeled said frame in the future, I would just personally purchase the frame if Eyeconic didnt correct their mistake. Due to the inconvenience I have suffered, I request Eyeconic not force me to return the lenses in order to send the requested pair. 

      Also, I will point out that there is no way Eyeconic received my last return on the 7th August because this is the day I sent the return out. In tracking the package, you can see it was accepted by their returns department via *** on the 12th giving them over 72 hours to have viewed my email for the **** ********* frames I desired. To reiterate, I did not email them with my desired preference after they received my return, this is false information. 

       


      Business Response

      Date: 09/18/2024

      Dear Customer Relations Representative:

      Please see the attached response to the complaint filed against Eyeconic, Complaint ID: ********.  

      Regards,

      **** St. Geme

      Senior Manager, Eyeconic Operations

    • Initial Complaint

      Date:07/15/2024

      Type:Sales and Advertising Issues
      Status:
      Resolved
      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.
      I ordered contacts and glasses from them. I only received the glasses. They claim they tried to contact me, but I received no emails or calls. They had no problem contacting my eye doctor without letting me know. They tried to claim it was because my prescription was for a certain brand of contacts but that is not on the prescription and they made no attempt to provide the right brand of contacts. I received no refund. I am a dancer and in emergency response so this negatively affects both my training and career.

      Business Response

      Date: 07/24/2024

      Dear Customer Relations Representative,

      Please see the attached response to the complaint she submit versus Eyeconic, Complaint ID: ********.

      Regards,

      ***********. Geme

      Senior Manager, Eyeconic Operations

    • Initial Complaint

      Date:07/11/2024

      Type:Service or Repair Issues
      Status:
      Resolved
      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 June 13th I purchased glasses which I am very satisfied with and paid ******. Again satisfied with the glasses but was double charged. I have called twice and was promised a refund but to no avail. To date I have received nothing but empty promises.

      Business Response

      Date: 07/22/2024

      Dear Customer Relations Representative:  

      Please see the attached response to the complaint filed against Eyeconic by *********************, Complaint ID: ********.

       

      Regards,

      ***********. Geme

      Senior Manager, Eyeconic Operations

    • Initial Complaint

      Date:05/10/2024

      Type:Sales and Advertising Issues
      Status:
      Resolved
      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 Nov 2023; Warranty issue April 2024 I purchased perscription eyeglasses from Eyeconic, a subsidiary company of VSP, my vision insurance provider in November 2023. Glasses had transition lenses (go to sunglasses outside). In March 2024 they began to not transition back to non-shaded when coming indoors on half of my lens. I submitted for a REPLACEMENT via warranty in April 2024. Warranty replacement was approved.I returned my eyeglasses 4/23/24 via UPS.I was informed my frame was no longer available and offered and alternate.I replied asking why could my original frame not be used, but if not, please replace with frame they offered.Received email stating the alternative wasn't available, even though it show as an option on website.I phoned Eyeconic on 5/8/24 and was told I had to pick a replacement frame the cost exactly the same amount because they had no ability to refund or charge from their system. If I chose lesser cost frame I would forfeit money. I was instructed by service rep to "just get a refund and a reinstatement of your VSP benefits and start from the beginning". I agreed to do so.On 5/10/24 I received email stating they wouldn't reimburse my my funds due to "too much time expired". I phoned Eyeconic (5/10/24) and spoke with *****, a supervisor/manager. He told me he would try to get my refund and VSP reinstated and would phone me back. He called back and said they would only offer me a 'store credit' to be used with them. No reinstatement of insurance nor refund of my expenses. They still have my original eyeglasses.I contacted VSP to get my insurance reinstated, and was told by ****** that she was instructed by Eyeconic that the "issue" was too much time had elapsed since their email to me on 5/2 at 10:16am. I have electronic email proof I replied on 5/2 at 10:57am.I phoned VSP again, received a "member promise authorization" to use at an alternate eyeglass vendor.I would like a refund of my expenses of $151.50.

      Business Response

      Date: 05/17/2024

      Dear Customer Relations Representative:

      Please see the attached response to the complaint filed with the Better Business Bureau by ************************* regarding a warranty for glasses originally purchased with Eyeconic, Complaint ID: ********.

      Regards,

      ***********. Geme

      Senior Manager, Eyeconic Operations

      Customer Answer

      Date: 05/17/2024

       
      Better Business Bureau:

      I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.  OF NOTE: Eyeconic claims they received no reply to their email to me on April 29, please see my attachment which details my reply.  Unfortunately, I am the one who never received a reply to this inquiry.  I don't want the continued denials and statements that I never responded (they also said I never replied on May 2nd until I attached proof in my complaint) to be noted to the public who may, in the future, chose to investigate Eyeconic's customer **********************. It is dishonest dealings with their customers.

      I will watch for my credit card to be refunded as promised. 

      Thank you.


    • Initial Complaint

      Date:05/06/2024

      Type:Service or Repair Issues
      Status:
      Resolved
      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 April 6th, 2024, I placed an order through Eyeconic to purchase eyeglasses, with my insurance benefits. I paid $82 out of pocket for the item. When it arrived on April 15th, I picked the package up, brought it into my home, determined the item was not going to work for me, contacted Eyeconic via phone, requested an exchange process. They sent me a return label. I repackaged the item, taped the box, placed the box in my vehicle, and went to the *** store that week to mail the item back to Eyeconic with the provided label. I received the exchange item on April 23rd. Due to this being an exchange, Eyeconic did not provide me a refund for the difference in price on the glasses purchased. Therefore, I paid more than I should have for the exchange item. I was fine with this. After receiving the exchange item, I disposed of the box as I was planning to keep the item. I mistakenly disposed of the physical receipt when I got a notification that my return was processed. Today, I received a message from them stating I sent cigarettes pack instead of the glasses. This is untrue. They now want me to return the exchanged item or the original item, which I have already returned. If I return the exchanged item, I will be without glasses with having paid for two pairs.

      Business Response

      Date: 05/09/2024

      Dear Customer Relations Representative:

      We write concerning the complaint filed with the Better Business Bureau by *****************************, Complaint ID: ********.  Please see the attached response.  

       

      Regards, 

      **** St. Geme

      Senior Manager, Eyeconic Operations

    • Initial Complaint

      Date:04/30/2024

      Type:Product Issues
      Status:
      Resolved
      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.
      Ordered a pair of glasses from their website on 4/2/2024, they claim that I would receive item within 15 days with additional time delay of 5-6 days for prescription verification and another 5-6 days for lens tinting, progressives ect. That is a total of as many as 27 days. My prescription was verified within 2 days knocking length to 23 days. On day 27 I called and spoke to an agent who notified me there was an additional delay caused when the frames I ordered were not readily available. She also assured me my order was scheduled to ship the next day. The following day I reached out again to verify order was shipping and was given a short run around before being told the Lab had lost my order and ****** had to resubmit the order that day (4/30/2024). As reimbursement I was offered $50 of the total cost. That is less than 10%. I then spoke to a manager who refused to address the fact that one of their agents Blatantly lied about the situation. He did finally agree to a refund of $100. I believe since my insurance only covered $260 and I am still financially responsible for $304 before refund that this refund should be considerably higher due their mistakes and irresponsibility of the order, but also because I was lied to directly about the order in the first place. Though I would expect to be refunded the full $304, I also think the least acceptable refund amount should be $200.

      Business Response

      Date: 05/03/2024

      Dear Customer Relations Representative:

      Please see the attached response to the  the complaint filed with the Better Business Bureau by ***************************** regarding glasses he purchased with Eyeconic on April 2, 2024, Complaint ID: ********.  

      Regards,

      ***********. Geme

      Senior Manager, Eyeconic Operations

      Customer Answer

      Date: 05/04/2024

       
      Better Business Bureau:

      I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.

    • Initial Complaint

      Date:02/20/2024

      Type:Service or Repair Issues
      Status:
      Resolved
      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.
      I am currently deployed overseas with the military and ordered prescription sunglasses from eyeconic back in December. The glasses were nothing like the description and have no light blocking. Ive been trying to return them forever and they refuse to give a refund. First off, they dont support **** returns for military, even through youre a government provider. Making it impossible to handle returns. They made me pay for my own label, and now it keeps saying they are trying to deliver but no one at the address to receive it according to ****. Its been months, and the customer ********************** is horrible. Given my situation, being over seas, they not only have misleading glasses, but make it impossible to return and customer ********************** is inconsistent. They are not a government friendly provider, and if youre on FEDVIP, do not select VSP.

      Business Response

      Date: 03/01/2024

      Dear Customer Relations Representative:

      Please see the attached response to the complaint filed with the Better Business Bureau by ******************************* regarding a refund for sunglasses he purchased with Eyeconic on December 14,2023, Complaint ID: ********. 

       

      Customer Answer

      Date: 03/01/2024

       
      Better Business Bureau:

      I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.

    • Initial Complaint

      Date:02/20/2024

      Type:Product Issues
      Status:
      Answered
      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.
      They couldnt link my VSP benefits to my account for two weeks I was promised 40% both my glasses and sunglasses order and they didnt honor their promises nor did I get my $200 off for being a VSP customer I want my two orders placed with my 40% off and -$200 on both for being a VSP customer

      Business Response

      Date: 03/01/2024

      Dear Customer Relations Representative:

      Please see the attached response to the complaint filed with the Better Business Bureau by ************************* regarding glasses she purchased with Eyeconic on February 19, 2024, Complaint ID: ********. 

      Regards,

      ***********. Geme

      Senior Manager, Eyeconic Operations

      Customer Answer

      Date: 03/01/2024

      I am rejecting this response because:

      My order states delivered and ws received! The lease see attached also I have not been refunded and Im having the same issue place my order for my shades that sitting in  my cart! I feel very racially profiled discriminated against and mistreated I have not received a refund nor the Glasses please place my order for my shades in my cart with my prescription thats already in your system. Please send me my glasses thats all I ask. I am going to spread this treatment of racial profiling and discrimination on every social media platform. I have every call recorded every email document. Im contacting the ***** so no one else had to endure treatment of this manner


      Business Response

      Date: 03/13/2024

      Dear Customer Relations Representative:

      Please see the attached responsed to the complaint and subsequent rejection filed by *************************, Complaint ID: ********.

      Regards,

      ***********. Geme

      Senior Manager, Eyeconic Operations

    Eyeconic, Inc. is NOT a BBB Accredited Business.

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