Complaints

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

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  Eyeconic, Inc.

  3333 Quality Dr Rancho Cordova, CA 95670-7985

• 

  Eyeconic, Inc.

  10875 International Drive Ste. 200 Rancho Cordova, CA 95670

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:01/30/2024

  Type:Product Issues
  Status:

  AnsweredMore 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.

  Order No.: EYECMO102182671, placed December 30, 2023, received January 19, ****. I ordered a new pair of prescription glasses from Eyeconic through my VSP insurance when my previous pair was damaged beyond repair. I needed these glasses as I am required to wear them when driving. Once I received my new glasses, upon my initial review of the glasses after opening the box, I saw the lower part of the left lens had been manufactured incorrectly. It appears that the edge finishing was done incorrectly, leaving an indentation in the edge that does not allow the lens to fully sit in the frame. This leaves a gap between the frame and the lens that is clearly visible. When I contacted Eyeconic, they stated after multiple back-and-forth emails that they would not send the replacements until the new ones were returned. This creates a situation where I will be without glasses for an indeterminate amount of time. As I travel for work and am required to drive, this is unacceptable. I would request that the new pair be manufactured and sent before I return the current pair.

  Business Response

  Date: 02/12/2024

  Dear Customer Relations Representative:

  Please see the attaced response to the complaint submitted by *********************** versus Eyeconic, Complaint ID: ********.

  Regards,

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

  Senior Manager, Eyeconic Operations

• Initial Complaint

  Date:01/18/2024

  Type:Delivery Issues
  Status:

  AnsweredMore 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.

  I ordered glasses on January 5th **** with the promise they would ship by the 18th and I would be notified if there was any delay. They refuse to notify me and my glasses are delayed another two weeks. They have been rude and difficult to deal with

  Business Response

  Date: 01/25/2024

  Dear Customer ********************** Representative:

  Please see the attached response to the complaint submitted by ********************* versus Eyeconic, Complaint ID: ********.

   

  Regards,

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

  Senior Manager, Eyeconic Operations

  Customer Answer

  Date: 01/25/2024

  I am rejecting this response because: This is not anything to try to resolve the issue. 
  

  Business Response

  Date: 02/02/2024

  Dear Customer Relations Representative:

  Please see the attached response to ********************* regarding Complaint ID: ******** versus Eyeconic.

  Regards,

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

  Senior Manager, Eyeconic Operations

• Initial Complaint

  Date:10/10/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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.

  I am a VSP insurance holder, and Eyeconic is an in-network eye wear store. In VSP's website, it says I could enjoy in-network benefit through shopping in Eyeconic. I then bought a glass frame and took it to an in-network provider of VSP for lenses. However, when I submitted the claim, Eyeconic stated that to enjoy in-network benefit, a person needs to get the frame and lens altogether from Eyeconic. And since I only bought the frame, I have to file this claim as out-of-network.However, this rule is not specified anywhere in either VSP's or Eyeconic's website. In the insurance policy, it says I could enjoy $250 reimbursement for any in-network purchase, and $70 for out-of-network purchase. When I did the shopping, I only see that Eyeconic advertised that VSP member enjoys in-network benefit of $250+ reimbursement on any purchase and other discounts. When I called Eyeconic, they told me that it is taken as granted that customer will buy frame and lens together, and this rule only is presented when they process the claim. Even VSP representative did not know about this rule when I inquiry about this issue. In VSP's notes, their in-network benefit will apply in any Eyeconic purchase.I would think this is a fraud alluring VSP holders to consume in the website. This information is not notified to consumer beforehand as well as after shopping. There is no message that could inform me that this purchase is not qualified for in-network purchase.

  Business Response

  Date: 10/19/2023

  Dear Customer Relations Representative:

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

   

  Regards, 

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

  Senior Manager, Eyeconic Operations

  Customer Answer

  Date: 10/19/2023

  I am rejecting this response because: The explanation is entirely irrelevant to my issue. What the business has stated is fact that I did only intended to buy the frame instead of the bundle. This was because I was not informed anywhere either in VSP website or in Eyeconic website that the benefit only applies when people buy the bundle. If I knew about this policy beforehand, I would not even make the purchase. I could have gone to a local vendor so that I could enjoy the entire $250 benefit. When I made the purchase, the only information showed up in Eyeconic's website is "Congratulations, you can enjoy in-network benefit as an insurance holder". 

  When I called the customer ********************** of **********************, they stated that people "normally" would have buy the bundle and so they "naturally" would enjoy the whole in-network benefit. What I did was not falling their "normal" definition. Another customer ********************** even stated that I should have made the call before I purchased the item. This means that this information can only be accessed by talking to Eyeconic employees. 

  I checked with the representative whether someone has encountered the say issue, and they confirmed. This indicates that Eyeconic has encountered customers question like I have right now, and yet they did not want to avoid such situation buy putting this policy anywhere seeable by consumers. I consider this a entire fraud, tricking people to make more purchase in their website instead of going to local vendor. They did not even inform VSP about this information, so this policy is only known by Eyeconic employees but not the public. 

  
  

  Business Response

  Date: 10/31/2023

  Dear Customer Relations Representative:

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

   

  Regards,

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

  Senior Manager, Eyeconic Operations

• Initial Complaint

  Date:07/15/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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.

  In December of 2022 I orderred prescription sunglasses from Eyeconic. They were sent and I used them for a while. My prescription changed due to a surgery. They offer an replacement for a prescription change within 6 months of original order. I contacted them within the 6 months and sent the new prescription by email. The prescription was written for normal single vision glasses, but said to add **** if progressive. Since mine were progressive they should add **** to the numbers. For the past 2 months they have refused to add the **** and make the glasses. They say they need to talk to the doctor. They have been unable to for several months so have been holding my sunglasses all summer. I talked to the doctor and confirmed they should follow the prescription and add **** to the numbers, making them both **** instead of 2.5. as is clearly written on the prescription I sent in early May. The Doctor is very busy and isn't open every day, so it can be difficult to reach them. I just want my glasses made and sent to me ASAP, before summer is over. I told them a few weeks ago that I wouild file this complaint if they didn't respond to my numerous requests to make the glasses and send them to me. Order # EYECMO101724614, original Ship Date 12/15/22, Date of request for replacement was 5/12/23.

  Business Response

  Date: 07/17/2023

  Dear Customer Relations Representative:

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

  Regards,

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

  Senior Manager, Eyeconic Operations

• Initial Complaint

  Date:06/21/2023

  Type:Delivery Issues
  Status:

  AnsweredMore 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.

  On March 27, 2023, I placed an order for contacts since I was running low and needed a 3 month supply to get me by until my next eye appointment in June ****** #EYECMO101871318). My order was estimated to be delivered between 4/3/2023 - 4/5/2023. On April 7, 2023, I was sent a back order notice and the date I should have received my order was pushed out to 4/8/2023 - 4/19/2023. This has now happened 6 times, with the most recent date that I will supposedly receive my contacts being between 6/23/2023 - 7/4/2023. On June 9, 2023, I saw my eye doctor and my prescription changed and she put me in a new brand of contacts. So on June 13, 2023, I called Eyeconic to cancel the order as it is no longer something I can use. I was told by the customer ********************** representative that she had canceled the order. However, on June 20, 2023, I received another back order notice email, and realized my order had not been canceled after all like I was told over the phone. At this time I called customer ********************** again and was told the agent had never submitted the request to cancel, but that this agent had and I would get a verification email once the order had been canceled. On June 21, 2023, I was notified via email that my order cannot be canceled because it is in process to ship. This is not reflected on my order status though, as that still states that my order is Awaiting Fulfillment. I have been attempting to contact Eyeconic all morning and no one is answering phones and I am unable to leave a message. It is unacceptable that after waiting nearly 3 months for contacts that I still do not have them in hand and cannot cancel the order before it ships. Yes, I can return the contacts. But I have no confidence that that will be a quick process. Meanwhile, I am out the money I was forced to spend on a product I no longer can use (my prescription has now changed) and wait for the company to reimburse me. I would like the order to be canceled without being charged.

  Business Response

  Date: 06/28/2023

  To Whom It May ********************* see the attached response to the complaint placed by ************************* versus Eyeconic, Complaint ID: ********.

  Regards,

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

  Manager, Eyeconic Operations

• Initial Complaint

  Date:06/16/2023

  Type:Product Issues
  Status:

  AnsweredMore 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.

  Order # EYECMO101927829 was placed on May 25th for the following: **** **** COLOR: MATTE BLACK SIZE: M_53_17_140 LENS TYPE: OPTICAL SINGLE_VISION Upon receiving the package, I noticed the frames were not what I had ordered. Looking back into my orders, It appears the frames I received on June 5, 2023 were the exact same frames I had ordered on April 21, 2022 from order # EYECMO101509081. I contacted the company via email on June 16, 2023 informing them of this. They requested I send pictures and a packing slip. I sent all requested information and pictures. I informed them I can NOT return the glasses I received because I legally am required to wear glasses while driving a motor vehicle. I have a restriction on my state drivers license. Me sending them back would affect my entire life, such as driving to work etc and that is not the best option considering it was $85. I'm simply just requesting a full refund to my original payment method for the out of pocket costs and that my insurance benefits be reinstated.

  Business Response

  Date: 06/22/2023

  Dear ****************:

  Please see the attached response regarding the complaint filed by ********************** versus Eyeconic, Complaint ID: ********.

   

  Regards,

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

  Manager, Eyeconic Operations

• Initial Complaint

  Date:05/31/2023

  Type:Delivery 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.

  Background Several weeks ago I submitted an order with Eyeconic for a pair of rimless glasses. This past monday I received an email stating the order could not be fulfilled because the frames I selected would not work with my prescription. I contacted Eyeconic and asked them what frames would and they stated only rimmed frames would work with my prescription. I then selected a pair of rimmed frames and provided them the id # for the frames. I asked them to send me a written confirmation stating the new frames I selected would work with my prescription. They told me they would provide this by end of day. The email never came. The following day I received an email stating they were still working to get the information; the lab had not confirmed whether the new frames would work. I called again and could not get a written commitment as to whether the new frames were satisfactory.The cost of the frames and lenses with insurance was *****. The order was placed on 5/24. I believe the company does not want to fulfill the order and they are hoping that I would forget about the written confirmation. The cost of the lenses will be refunded, but that is not adequate. I either want to be reimbursed for the deductibles I have been paying for the past 10 months or the written confirmation that the new frames will work with my prescription. I paid the insurance and was not able to use it as I am allowed to. If Eyeconic does not want to honor the insurance then they should say so up front.

  Business Response

  Date: 06/06/2023

  Dear ****************:

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

  Regards,

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

  Manager, Eyeconic Operations

  Customer Answer

  Date: 06/06/2023

   
  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. Though I would like to add that this company should receive a negative rating of some kind for forcing me to go to these lengths to get a satisfactory response. Additionally, I still have yet to place an order and have it be fulfilled. If I decide to use this company again for eyeglasses, I believe there is a strong possibility they will have some other random reason as to why I cannot use the insurance I have been paying into for years to purchase what I want. I therefore request you keep this incident open, if possible, until I have used my insurance to purchase a pair of glasses of my choosing.

  Thank you for your assistance

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

  PS - I have rimless frames with my prescription, so it seems like eyeconic just does not want to fulfill the order. Maybe if I choose a set vastly cheaper frames then they will change their story.

  
  

• Initial Complaint

  Date:05/03/2023

  Type:Sales and Advertising 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.

  I purchased eyeglasses using my insurance benefits in Dec. 2022, order EYECMO101782395. When they arrived, one of the lenses had a small scratch. I contacted Eyeconic once I was sure I wanted to keep the eyeglasses. They sent me a label to exchange them through the warranty, and I sent them back. On April 14, 2022, I received an email from eyeconic stating the warranty had been processed and the new glasses would be shipped within **** business days. After that timeframe passed, I sent an email inquiring about the status. I received a reply apologizing, and the person said they were looking into the order and would contact me with an update. I didn't hear back. I sent two follow-up emails with the last being two days ago, and still no reply. Today I called and was told the order still hasn't been completed. I asked to speak with a supervisor or someone to expedite the order. After a long hold, I was told they were all busy, but I would receive a callback. Nobody called me back. May 4 will make 15 business days. I can't get a reply from anyone or get a supervisor on the phone to complete my order. They are my only prescription glasses, and I need them back ASAP.

  Business Response

  Date: 05/05/2023

  Dear ****************:

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

  Regards,

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

  Manager, Eyeconic Operations

  Customer Answer

  Date: 05/05/2023

   
  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 appreciate eyeconic getting this resolved and the explanation they provided.

  
  

• Initial Complaint

  Date:05/01/2023

  Type:Delivery Issues
  Status:

  AnsweredMore 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.

  EYECM0101893877 I am bringing something to your attention as I have lost faith in contacting your call center for assistance. I placed the above order recently and just received the glasses.I made an error when placing the order and selected the wrong color in the same frame. I reached out to your customer ********************** and was advised that the color was updated and there may be a delay in receiving my order but it was updated.I called a few days later as I didn't notice a change online. The rep advised me that it won't change online but she verified that the color was changed. I trusted my concern to be resolved, As a customer ********************** manager for nearly 30 years I was completely caught off guard when I received my new glasses. They were in the color I inadvertently chose but was assured they were cared for. Now, I am in a predicament, I have preached that Eyeconic is the best way to use your benefits. While it is online they do great work. My problem is with two calls and still the wrong item, and now stuck with glasses that I need so badly as my prescription has changed due to a stroke, I cannot give these up as I need to see. My vision is quite bad as you can see and the return means I have to send these back in order to get the correct ones and that's just not possible.I exhausted my benefits with you as I do so often and appear to be stuck with glasses I do not want. I would ask that we find a solution as well as understand online sales especially in eyeglasses are so crucial to ensuring accuracy and follow-through. I look to you to find a solution to my problem as I work in the industry that also has worked with your insurance in the past and spoke so highly of it. When we in the industry have unaddressed concerns, we grow weary. I look forward to your response.

  Business Response

  Date: 05/12/2023

  Dear ****************:

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

   

  Regards,

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

  Manager, Eyeconic Operations

• Initial Complaint

  Date:04/06/2023

  Type:Product Issues
  Status:

  AnsweredMore 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.

  The business overcharged by more than $130. The business charged me for lenses. MetLife Visions covers lenses. Please refund $319-$130

  Business Response

  Date: 04/11/2023

  Dear ****************:

  Please see the attached response to complaint submitted by ******************* vs Eyeconic, Complaint ***********.

   

  Regards,

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

  Manager, Eyeconic Operations

  Customer Answer

  Date: 04/11/2023

  I am rejecting this response because: of bait and switch advertising
  

  Business Response

  Date: 04/13/2023

  Dear ****************:

  Please see the attached response to ****************** rejection, Complaint ID: ********.

  Regards,

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

  Manager, Eyeconic Operations