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:12/07/2022

  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.

  Not generally one to complain online, but the warranty service I have received from Eyeconic has been FAR from acceptable. In addition to the emails below, I placed a number of calls in recent months to resolve a very simple issue.8/2021: Recieved a pair of glasses that was perfect EYECMO101240506.6/4/2022: At my annual eye exam, my doc noticed that a coating had failed on my glasses and was amazed that I could see through them at all. He let me know the warranty process and I submitted a claim immediately. 6/6/2022: Sent pics of glasses per Eyeconic's request. No response.6/20/2022: Sent another email request to let Eyeconic know that I had not received a reply. STILL no response. 12/6/2022: Placed an order for a new pair of glasses EYECMO101721706 (since I can't see), and called yet again for assistance on my original issue. Shockingly, the customer ********************** representative told me that Eyeconic had replied to all of my emails, and sent airbills for me to return my glasses! I had NO email correspondence and asked to be escalated to a manager. 12/6/2022: Spoke with ****** who is a customer ********************** supervisor. When I asked him about the email replies, he was also able to see them. I asked what email address was used, and apparently eyeconic was responding to a 5 year old email account! Contact info had been changed on the website before this order was placed, and all order confirmations and warranty inquiries were correctly routed to the new address. ****** tried to plead my case to a warranty supervisor, but was told that they would make no concession since the original warranty had expired. ****** said that he will follow up with me. I have spent way too much time trying to resolve Eyeconic's error and would like my case appropriately escalated to someone with the power to help.

  Business Response

  Date: 07/13/2023

  Please see attached

  Customer Answer

  Date: 07/13/2023

  I am rejecting this response because:  While I appreciate the $60/ gesture, this does not resolve the issue.  
  

  All correspondence regarding this warranty claim from Eyeconic was sent to an old/ retired email account on file.  I sent emails from my current account, ********************** responds to an old account - time and time again. No airbills or responses were received and I spent hours on the phone/ email pursuing this issue.  The customer did not miss deadlines or obligations - Eyeconic did, presumably due to a systems failure of some sort.  
  

  I am glad I was persistent enough to escalate to someone who finally figured out the root cause of the issue, accepted responsibility and agreed to resolve it   It is time to do just that   I foolishly placed another order with your company for the EXACT pair of glasses, minus the ** coating   I still have the old pair - with unusable lenses.

  
  

  Business Response

  Date: 07/21/2023

  Dear Customer Relations Representative:

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

  Regards,

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

  Senior Manager, Eyeconic Operations

• Initial Complaint

  Date:08/09/2022

  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.

  I ordered glasses I'm May 2022. Once completing the order I realized I had forgotten an add on. I called and was told I cannot add anything. Once I received the glasses, they were too small and I called again. I was told I could file for am exchange and add the add on at that time. I did and was later sent an email that they could only change the frame. That I need to send them back and they would begin processing a the new pair. I inquired why they couldn't add the add on when making the new glasses. They stated that it is not possible due to the lab. I sent the glasses back and received the new pair a few weeks later. The new pair had the lenses installed crooked. I notified them again of the issue and was told I can only exchange 1 time. Well now the arms fall off of them when I fold them. There is tiny plastic piece that holds the metal on. The Pure Brand glasses are very cheaply made and not worth the almost $500. I spent. Not to mention the 6 weeks of back and forth. I called today to report the arm issue and was told to send another email with pics than they would review and decide if the warranty is going to cover them. This is a big run around from the insurance and Eyeconic. There return policy is extremely misleading and the fact that they cannot fix the lens order is odd. I believe that they are outsourcing and unfortunately this is the only insurance we have.

  Business Response

  Date: 08/17/2022

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

   

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

   

  Regards,

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

  Manager, Eyeconic Operations

• Initial Complaint

  Date:08/02/2022

  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.

  Have issue with a pair of glasses smudge on left lens x 2 that cant be removed. Lens supposed to be anti-reflective, I'm seeing halo's at night. Have reached out to company to resolve no contact what so ever. This has been ongoing for 3 weeks. They have asked for pictures which were sent, smudge can not be seen by pictures and not safe to take pictures at night for safety reasons. Pictures sent several times, not to there satisfaction. You have a warranty which they give you the run around. Would like lens replaced ASAP!

  Business Response

  Date: 08/04/2022

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

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

   

  Regards,

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

  Manager, Eyeconic Operations 

  Customer Answer

  Date: 08/06/2022

   
  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:07/25/2022

  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.

  This has been the worst customer ********************** I have ever received. I placed an order for contacts (Order #*********) and did not hear anything for almost 3 weeks. When I called to find out what was wrong, the rep could not help me. Someone followed up by email a few days later, saying there was a problem with my prescription. I re-submitted the prescription within an hour, and heard nothing back. I have sent 10 emails requesting information, with no response. I called customer ********************** again, and the rep was again unable to help. I just want the contacts that I ordered, but Ive received no communication or help from the business

  Business Response

  Date: 07/28/2022

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

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

   

  Regards,

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

  Manager, Eyeconic Operations

• Initial Complaint

  Date:07/18/2022

  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.

  I purchased some glasses 18 months ago. I used them until I had my new glasses. The new glasses were broken. Being that the old prescription and the new prescription didn't change, I decided to try on the old glasses. These glasses were not useable because my eyes adjusted to the correct prescription. The company didn't give me the right prescription for the old glasses. I have 3 other pairs that I purchased and was able to use. These glasses are the only pair that I can not use because they didn't do the right thing when I purchased the glasses. There's a great quality issue and medical liability giving people the wrong prescription. Yes, it took my eyes times to adjust to the old prescription when the glasses where received. Your eyes does what the brain allows for it to do. However, it still is an error on this company part and they have some major quality issues. This is not about getting a free pair of lenses but about getting the right lenses the first time. I didn't get what I paid for. That's a CRIME. That's not right. This should be noted.

  Business Response

  Date: 07/19/2022

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

   

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

   

  Regards, 

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

  Manager, Eyeconic Operations 

  Customer Answer

  Date: 07/19/2022

  I am rejecting this response because: I can use all the glasses I've received that same  year. This is the reason I am getting by.   That doesn't explain the difference nor why they didn't give me the correct script initially with the glasses.  Patients have the tendency to trust providers.  Apparently, I can't trust them and need to go verify that the prescription is correct after the company processes the prescription.  Your eyes always adjust to what's given to you.  I have 3 pairs of  glasses that was purchased from my eye doctor that I am using right now. It's principle at this point.  I am sure that the glasses that I will send back to them has an incorrect prescription. I do understand warranty issues and time limits, however, they should warrant items that are done correctly not incorrectly.  If it's done incorrectly, they should remain at responsible especially when it comes to medicine to do the right thing.  They choose not too.  Once again, this is fraudulent. This is a crime.  I am just glad they aren't operating on me and gave me someone else heart like they gave me someone else prescription. 

  
  

  They are at fault for giving me a prescription that was in  their ERROR regardless if I used them or not.  They apparently recorded my conversation too without my permission which is illegal.  There was no warning of the recording. They should not be fit to be in business if they don't do the right thing the first time. 

  Business Response

  Date: 07/21/2022

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

   

  Please see the attachment concerning ********************' rejection of Eyeconic's response to her complaint, Complaint ID: ********.

   

  Regards,

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

  Manager, Eyeconic Operations

  Customer Answer

  Date: 07/24/2022

  I am rejecting this response because: 1.  ************ fails to take credit for sending the wrong prescription.  This would be a simple jester to say that they are wrong.  I can afford to pay for a plethora of glasses.  ADMIT that you are wrong and move on. 2.  Please go back to recording and see if I was informed of this recording.  With all the lies that have been told during this correspondence and failure to admit issuing the wrong prescription, I am sure this won't be done. 
  

  
  

  At the end of the day, this company is fraud. They did not send the proper prescription.  I will verify that the glasses that will be sent in this week is correct, because Eyeconic can't be trusted.  It's not about monies.  I work everyday and can afford what I want.  It's about treating the next customer with respect and integrity. A warranty  or timeframe doesn't dispute that you have quality issues or concerns. This is evident. 

  
  

  A recording will show which I am sure you have will confirm that the process in place was not following when alerting me that I was being recorded.  Thanks to your lawyer for their correspondence.  Also, thank your lawyer for stating about the warranty but not once admitting that you guys gave me the wrong prescription and I am sure countless other patients.  You are WRONG. Your QUALITY CONTROL has FAILED. 

  
  

  That is all. 

• Initial Complaint

  Date:07/15/2022

  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.

  False promises hinging on false advertising. They created false details to my order info, stating it was well over the price that it actually costs, and oddly enough they claimed I placed the order in ****. I cant make that up. Then they waited days to contact my doctor to verify the Rx. Then they called once, left no message and waited even longer. Then they received verification from my doctor and still didnt do anything. They ultimately promised it would ship by 7/14 with overnight shipping. As of 7/15 it is still in their possession with no apology nor explanation. Customer ********************** is rude and dismissive. Now I must leave town without my legally required Rx eyewear which means no driving, daily headaches and exascerbationnof my TMJ for over a month. All because of their repeated false promises and incompetence. These are real damages I intend to recover by any means necessary. DO NOT give these people your business. Beware.

  Business Response

  Date: 07/26/2022

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

   

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

   

  Regards,

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

  Manager, Eyeconic Operations