Complaints

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

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  Stanton Optical

  1615 S Congress Ave Ste 105 Delray Beach, FL 33445-6326

• 

  Stanton Optical

  1990 N Military Trl STE A West Palm Beach, FL 33409-4501

• 

  Stanton Optical

  3321 SW Archer Rd Gainesville, FL 32608-1745

• 

  Stanton Optical

  6868 Abercorn St Savannah, GA 31405-5835

• 

  Stanton Optical

  790 Skymarks Dr Jacksonville, FL 32218-7266

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:06/18/2025

  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 vision place has a virtual eye doctor and they claim they were not able to complete the eye exam of my 8 year old. Over the phone they said ****** is an in network provider and in person they asked for $79.00 for an eye exam that they were not able to complete. I dont feel liable for the exam charge as I question the validity of the doctor(actual doctor licensed to give lens prescription) or were the machines down. All they said, was it was not a clear reading. I feel this place is a scam and plead for help in recovering my $79.00. I will be contacting the ********************* to confirm the validity of the eye doctor.

  Business Response

  Date: 06/23/2025

  Thank you for bringing your concerns to our attention. We understand your frustration, and we truly value your feedback.
  Wed like to clarify that while your request for a refund has been reviewed, our response is based on our established policies, which are consistently applied to ensure fairness for all patients. Although a prescription may not have been provided in this case, our records show that the full service was completed as agreed upon at the time of your visit. We also provided with all "after visit summary" HIPPA and Forms for the exam. 

  That said, we genuinely regret any confusion or dissatisfaction this experience may have caused. Our goal is always to provide a clear understanding of our processes, and were happy to walk you through any questions you may still have. 

• Initial Complaint

  Date:06/14/2025

  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.

  ****** at 1:39pm gave him the names of the glasses in the beginning of the call. He said he could not find the glasses under the name that is listed on Stanton website. He asked me to go back in the system to look for UPC # i told him I couldnt find it but can find the make and model. He asked for that information, took other information and said he would have sales to return my call. I asked him to please be sure someone would call because they forgot to return my call at my previous order. I also asked him what time the store closed so I know how much time for pickup. He initially said 7pm and then came back to say 6pm today. No one ever called so I called roughly 3:25 and he said he gave the information to someone and they were supposed to call. ******* then came to the phone and said the information is new to her. She then shared that the glasses would not be done today. They would be done Monday. She needed to place me on two brief holds. One to look for frames and the other for lens. Later in the conversation she shared that it would take a week for ***** glasses to come in due to new ownership. When she returned to the phone she said the glasses would be ready on Monday. It seems like no one is communicating internally, so there is a ton of confusion externally. Later learned that I can pay over the phone but I declined. I asked what time they would be ready on Monday. She said she couldnt place an order without my payment information. I said ok, I will give my payment information. Afterwards I asked roughly what time I would be able to get the glasses and she said I would to give you a time frame but I cannot.

  Business Response

  Date: 06/20/2025

  We regret the lack of clear and consistent communication regarding your order and understand how frustrating it must have been to follow up multiple times without receiving timely or accurate updates. Please know that this is not the level of service we strive to provide, and we take your concerns seriously.
  We are currently reviewing the situation internally and will be reaching out to you as soon as possible to ensure your order is properly completed and to provide any necessary clarification. Our goal is to make this right and restore your confidence in our service.

• Initial Complaint

  Date:06/11/2025

  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.

  On 6/10/2025, Stanton Optical ********************, provided a subpar eye exam by a technician. Throughout the process, I continued to mention various symptoms and during the actual exam became extremely nauseated. It was not until getting home that I realized I never actually seen an optometrist or Opthalmologist although received a signed script by a MD. At no point before the exam, was it clear that a ** was not present. I was talked into purchasing a years worth of contacts that would not work for me due to a different condition. I called for a refund to be told that it would be weeks for a corporate check and the actual eye exam they could not refund. I am expecting full refund for contacts purchased AND eye exam as it was not a complete exam and was not made clear upon arrival that a ** was not present and it was a telehealth visit.If a ** was onsite and spoke with this patient instead of just relying on technology and a tech typing minimal info into a computer- he/she may have picked up on the symptoms I was exhibiting warranting a different exam at minimum.

  Business Response

  Date: 06/11/2025

  We truly sorry to hear that your experience was not at your expectations. We understand the frustration and inconvenience that arose from this situation. Please know that we take all feedback seriously, as it is crucial for our continuous improvement in providing quality care and service.
  We have initiated a thorough review of the details provided in the complaint. Our team will be contacting you to discuss this matter further and work towards an appropriate resolution.

  Business Response

  Date: 06/14/2025

  After reviewing your concern, we have processed a refund in the amount of $119.00 for the eye exam. If more information is needed, please don't hesitate to reach out. 

• Initial Complaint

  Date:06/07/2025

  Type:Service or Repair 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.

  05/02/2025 I paid for 2 pair glasses plus delivery fee plus I took Lyft there and back ... I was given a date of 5/16 at the latest and I received only one pair a week late I STILL haven't received the second pair plus id like compensation for taking Lyft there and back... Nobody bothered calling me for updates I called them several times to no avail... I'd like full reimbursement plus travel compensation plus delivery fee compensation

  Business Response

  Date: 06/10/2025

  We understand how disappointing it must be to receive only part of your order, especially after paying for both glasses and delivery, and making additional efforts to visit our store. Delays in fulfillment and lack of communication are not the level of service we aim to provide, and we are actively reviewing your case to determine what went wrong. A team member from our office will reach out to you soon, we thank you for your patience. 

  Customer Answer

  Date: 06/10/2025

  Yes I finally received the second pair and the script is wrong... one eye is way too strong so I can't even wear neither pair ... I heard from the regional manager but im n9y happy with said offer because it is costing ME more money... now they suggest I go to optometrist to get a script then bring that to them then they'll make some progressive lenses but I don't even know if I can wear progressive lenses... I want to be able to see so my final resolution is I'll book the appointment and have my insurance pay if they'll upgrade me to transitional progressive lenses AND pay all costs for the glasses the upgrade and the cost of travel to stanton optical and the optometrist please  otherwise I'll move forward with an attorney instead please let me know 770 882 5294 [email protected] 

  Customer Answer

  Date: 06/10/2025

   
  
  Complaint: 23437478
  
  
  
  I am rejecting this response because:I'll accept with extra conditions please see previous message... I am on ssi and I'll pay for the doctor visit if they pay for everything else and if yes then ill feel fully compensated
  
  
  
  Sincerely,
  
  
  
  Tracey Weingart

  Business Response

  Date: 06/11/2025

  Following our conversation, we understand that we've presented you with a few different options to resolve the matter. We appreciate you taking the time to consider these.
  We understand you'll be discussing these options with your husband this evening, and we anticipate hearing back from you with your decision by Friday.
  Please take all the time you need for this important discussion. We await your response.

  Customer Answer

  Date: 06/11/2025

  Looking for a response before I book eye appointment please 

  Customer Answer

  Date: 06/12/2025

  I have said this previously but I will negotiate... Since I was advised to see an outside doctor which means more money I propose this... I was offered progressive lenses well my proposal is the progressive lenses with transitional because I am sensitive to light AND since I have to pay for outside visit I ask that y'all cover travel expenses for me to bring the glasses to you after I see the optometrist and back as I will pay for it when I go to the appointment that y'all suggested please let me know something soon 

  Customer Answer

  Date: 06/12/2025

   
  
  Complaint: 23437478
  
  
  
  I am rejecting this response because: I have said this previously but I will negotiate... Since I was advised to see an outside doctor which means more money I propose this... I was offered progressive lenses well my proposal is the progressive lenses with transitional because I am sensitive to light AND since I have to pay for outside visit I ask that y'all cover travel expenses for me to bring the glasses to you after I see the optometrist and back as I will pay for it when I go to the appointment that y'all suggested please let me know something soon 
  
  
  
  Sincerely,
  
  
  
  Tracey Weingart

  Customer Answer

  Date: 06/24/2025

  Stanton optical general manager and I have come to an agreement to replace my glasses with progressive lenses with transitional lenses with a frame of my choice and I will bring a script from an outside optometrist as soon as I can find a doctor I am happy with the agreement and I think you all for your help nothing

• Initial Complaint

  Date:06/04/2025

  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.

  On 5-12-2025 My husband and I purchased eye glasses from this company for the total cost amount of $669.45 They were supposed to be ready on 5-26-2025 *** ***** called the store and they said one pair of glasses were broken in the making of them. And the other one was not ready. We have made numerous attempts to get the eye glasses. I called and wanted a refund. My husband and I are disabled senior citizens. The assistance ****** Said we had to come into the store to get the refund. I explained that I was in a wheelchair and my husband also. He refused to give the refund because he said we physically had to bring the credit card into the store! Can you please assist us with this matter. Thank you My husband is 75y I am 70y

  Business Response

  Date: 06/10/2025

  Thank you for bringing this matter to our attention, and we sincerely apologize for the inconvenience you and your husband have experienced.
  We understand how frustrating this situation has been, especially given the delay in receiving your glasses and the added difficulty caused by mobility limitations. Your feedback is valid, and we want to ensure you’re supported with a timely and fair resolution.
  Regarding the refund request, while our standard procedure typically requires the physical card to be present in-store for security reasons, we acknowledge that in cases involving accessibility concerns, accommodations should be made. One of our team members will reach out to you soon. Thanks for your patience. 

  Business Response

  Date: 06/11/2025

  We've successfully processed your request and are in the process of issuing your refund.
  However, we've noted that you've also initiated a chargeback dispute directly with your bank. This means the refund process will now be handled by your bank to avoid any duplicate payments. Your bank will need to resolve this dispute, which can take a few business days.
  We wanted to make sure you're aware of the current status and the next steps involved in this process. We're here if you have any further questions.

• Initial Complaint

  Date:05/31/2025

  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.

  Ordered glasses with the advertised "same-day glasses", which ended up being 2 weeks, which ended up being "estimated" 2 more days later, after calling 3 different times over the 2 weeks to confirm the pickup date. Misrepresented services with 0 explanation why. This should be changed as soon as possible as it is lying to customers who choose this business over another business because of this advertisement.

  Business Response

  Date: 06/01/2025

  Thank you for bringing this to our attention, and we sincerely apologize for the inconvenience and frustration you experienced with your recent order.
  We understand how disappointing it must have been to expect same-day glasses and instead face multiple delays with limited communication. While we strive to provide same-day service whenever possible, there are instances where certain prescriptions, lens types, or stock limitations can cause delays. That said, this should have been clearly communicated from the start, and we regret that it was not.
  We take your feedback seriously and are actively reviewing how this situation was handledboth in terms of setting accurate expectations and providing timely updates. Miscommunication is never acceptable, and your experience highlights the need for immediate improvements.
  We would like the opportunity to make this right. A member of our team will be reaching out to you directly to further discuss a resolution. 

• Initial Complaint

  Date:05/28/2025

  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 purchased 2 sets of glasses promised immediately, than promised at 10 days and now 40 days later still no items. I ordered 2 pairs of glasses and they can not give me any information

  Business Response

  Date: 05/29/2025

  We sincerely apologize for the delay and lack of clear updates. We understand your frustration and are actively reviewing your order to resolve the issue as quickly as possible. A representative will reach out with a status update and next steps. Thank you for your patience.

• Initial Complaint

  Date:05/23/2025

  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.

  First they were supposed to make both pairs same day with the exam everything costing $79 after filing a complaint they made 1 pair and refunded me the difference between the $79 and what I paid with the promise the 2nd pair would be ready within a week. It has been almost 3 weeks and they now have absolutely "no information on the second pairs availability" they can make the second pair in store without an issue but are refusing.

  Business Response

  Date: 05/23/2025

  We sincerely apologize for the delay and confusion regarding your second pair of glasses. We understand your frustration, especially after being told they would be ready within a week.
  It’s clear there was a breakdown in communication, and we regret not meeting your expectations. We’re currently reviewing the situation and will work to resolve it as quickly as possible.
  Thank you for your patience, and again, we’re sorry for the inconvenience.

  Business Response

  Date: 05/26/2025

  Thank you again for giving us the opportunity to make things right. We’ve processed a $36 refund to honor your original expectation of paying $79 for both pairs of glasses.
  Additionally, we expedited one pair by cutting it in-house within 30 minutes to help resolve the matter as quickly as possible. We’re glad to hear you were satisfied with the outcome, and we appreciate your patience throughout the process.

  Customer Answer

  Date: 05/27/2025

   
  
  Complaint: 23370362
  
  
  
  I am rejecting this response because:

  That isn't a "solution" the original agreement was 2 pair made same day for $79. And the first resolution that I "accepted" was the promise that "the first pair would be made within an hour and the second pair would be within 1 week." It has been almost an entire month and we still don't have the second pair 
  
  
  
  Sincerely,
  
  
  
  Alicia Ferrell

  Business Response

  Date: 06/13/2025

  We apologize for the inconvenience, we have done our best to reach out to a fair resolution, we processed the refund portion needed to match the initial offer, and we have received the glasses, notification was sent since May 31st. Please stop by our store picking up the glasses, if more information is needed feel free to approach. 

• Initial Complaint

  Date:05/19/2025

  Type:Customer Service 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.

  Poor service and quality of eyeglasses

  Business Response

  Date: 05/19/2025

  We're very sorry to hear about your experience and appreciate you bringing this to our attention. At Stanton Optical, we strive to provide both excellent service and high-quality eyewear, and its clear we missed the **** in your case.
  We would like the opportunity to make things right. Please contact our **************** team at ************** or via email at ****************************************** with your order details so we can further review your concerns and work toward a resolution.

• Initial Complaint

  Date:05/16/2025

  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.

  Stanton Optical advertises a free eye exam and two pairs of glasses for $79. I have seen these advertisments on television, email and it is printed in large letters on the windows of the stores. I specifically asked for the eye exam and 2 pairs of glasses for $79 when I entered the store. It took several hours to wait for the completion of the eye exam. When that was complete, I was told that the advertised $79 special is no longer available and I would be charged $198. I asked why I was not told this when I first asked for this service. They would not answer that and said I owe them $198. This is a total case of false advertising or this is a scam being run out of the *****, ** location.

  Business Response

  Date: 05/17/2025

  Thank you for bringing this to our attention, and please accept our sincerest apologies for your recent experience at our Paris, TX location.
  We understand how frustrating it must have been to expect a clearly advertised promotion, only to be presented with different pricing after a long wait. This is certainly not the level of transparency or service we strive to provide, and we’re truly sorry for the inconvenience and confusion this caused.
  We take concerns like yours seriously and are currently reviewing what happened at the store to ensure accurate and consistent communication around our promotions. We appreciate your feedback, as it helps us identify areas where we can improve. One of our team members will be reaching out real soon. 
  

  Business Response

  Date: 05/19/2025

  Thank you for reaching out and sharing your experience. We understand your concerns regarding the 2 pairs for $79 promotion and appreciate the opportunity to clarify.
  The $79 promotion includes two frames from our blue tag collection and standard plastic lenses, along with a free eye exam and standard anti-glare coating. However, during your visit, it was determined that you required additional features or upgrades—such as lens enhancements or frame selections outside of the promotion—which are not included in the base $79 package.
  Our team explained these add-ons and the corresponding costs, but we completely understand how pricing can feel confusing when expectations don’t match the final total. Our goal is always to provide clear and helpful guidance so you can make the best choice for your vision needs and budget.
  We truly value your feedback, and we’d love another opportunity to make this right or clarify anything further. Please feel free to contact our Customer Service Team

  Customer Answer

  Date: 05/20/2025

  
  Complaint: 23337184
  
  I am rejecting this response because:
  
  The store manager called and repeatedly told me I did not understand their communication. I clearly understood every word that was discussed. I work in sales negotiations for very large orders everyday. I remember all communications. 

  
  Before i left the store, I told them I would be filing a complaint for false advertisement.

  
  They still would not lower the price from $148.00 plus tax. There was no discussion of "options" other than the MANDATORY UV  protection. Which is why both the manager and the other employee repeatedly said the advertised $79 option is no longer available. They lowered their price from $198.00 by removing a $50 warranty i was not told about and did not ask for. 
  During the call from the store manager, she told me I can come in for the 2 pair for $79 same day glasses.  I picked the exact same frames they claim were not offered for this deal. The exact same lenses were chosen but without UV protection.  This was going to be sold for $79.00.  Unfortunately they could not honor the same day service that is more than clearly advertised. I was told it would take 2 weeks. My new trifocals will be in before that, and again a useless option for me.
  I live in a rural area and driving to this store is very inconvenient. I used my lunch time and PTO to make the trip on Monday.  I was clearly told in the phone call, from the manager, they would honor the 2 pairs for $79.00 same day pickup. Which again was not honored. I was told by the manager "Well I tried".
  I wonder how many other customers have been robbed by the lies being told at this store. I wonder how many other stores tell the same lies. 
  Being told in person on Monday and on the phone that I did not understand what was being said is extremely rude. However, if that was the case that is not how talk to a customer. That was certainly not the case and for these employees to continue the lies is quite unbelievable. 
  
  
  Sincerely,
  
  Dan Test

  Business Response

  Date: 06/11/2025

  We sincerely apologize that our message regarding your order and our special offer did not reach you in time. We understand that you've already picked up your SP trifocal glasses, and we're glad you have them! Should you have more questions, please don't hesitate to reach out.