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Business Profile

Optometrist

20/20 Optical and Eye Care
BBB accredited business seal
BBB Accredited BusinessA+Rated by BBB

Complaints

Customer Complaints Summary

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

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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:04/25/2024

    Type:Service or Repair 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.
    Glasses were ordered by my family at our appointment on March 21th 2024 totaling over $1200. We were given the estimation of 3-4 weeks due to my sons glasses being special order. Beyond that we were given no indication that it would be months before we received our glasses. I began to call and check in after 5 weeks of zero contact from 20/20 Optical. I called again at week 7 was told they have no update but they did call the facility and ********* stated she would call to follow up and provide an update next day, that did not occur. I called again today and still they have no update, they did however tell me they sent our paid for product to the wrong location, they retrieved it and got it to the new location, but now they don't know where it is or when it will be in. This is completely unacceptable business practice, not only did they take money for services they have yet to provide they've done nothing to contact us or come to resolution for our paid for products. These are medical devices and this is despicable business practice.

    Business Response

    Date: 05/13/2024

    Thank you for the opportunity to respond to the complaint from ***************.  There was a problem with sending the eyeglass orders to the family's insurance approved lens labroatory.  The address provided by the insurance company to us was inaccurate and the package that was shipped to the lans laboratory was returned to us by the postal service because of a faulty address.  Unfortunately, this added a coupke of weeks to the estimation of when glasses would be delivered.  We were at fault for not communicating this to *************** in a timely manner, but once we had determined that this had happened we contacted her regarding this issue.  The eyeglasses were made to the prescription perameters and she was notified that they were ready for pickup.  *************** and her other family members did come in and thier glasses were dispensed to them.  We are sorry for the delay and we could and should have communicated better with the patient when it was determined what happened.  It was not done on purpose and she was provided the products she and her family had ordered.  

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