Business Profile

Optical Goods

Stanton Optical

Headquarters

This business is NOT BBB Accredited.

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Important information

Customer Complaint:
This Review only reflects complaint activity for Stanton Optical locations that are corporate owned.

Complaints

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

Customer Complaints Summary

355 total complaints in the last 3 years.
148 complaints closed in the last 12 months.

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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.

Initial Complaint
Date:04/09/2025
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.
I went in and paid for glasses, which an incorrect prescription. I returned the glasses and received a refund for the glasses, however, they kept part of the refund for the eye exam. I called and argued the charge, since the prescription they gave me was entirely wrong. I even told them what my previous prescription was and what they gave me after contacting my regular eye doctor and what they gave me was ***** weaker than my previous prescription from April 2024. They still refused to refund the eye exam and told me instead to go back in for another exam repeatedly.
Business Response
Date: 04/11/2025
Thank you for bringing this to our attention, and were truly sorry for the experience you've had.
We understand how frustrating it must be to deal with an incorrect prescription and the challenges that followed. Your concerns are important to us, and we want to make things right.
A member of our team will be reaching out to you shortly to follow up and discuss the next steps.
Customer Answer
Date: 04/11/2025

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. It saddens me that it took the Better Business Bureau reaching out to get this resolved and to get a call back, despite me having called myself and waiting on hold for 10 minutes only to end the call with a promise for a manager to call me back within an hour. 2 days later I received a call that didn't mention my call but instead my ****** review.

Thank you for resolivng the matter.

Sincerely,

******* ********
Initial Complaint
Date:04/08/2025
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.
I reluctantly turned to Stanton Optical in ******** after shattering my glasses in an emergency. My prescription was less than a year old, and I had zero issues with near or far visionI simply needed them for prolonged computer use (810 hours daily) as a regional professional at a financial investment firm. Since they offered a next-day appointment, I gave them a chance.The Zoom eye exam was a new experience, but the resulting glasses were completely unusable. While distance vision was acceptable, anything nearmy phone, computer screenwas frustratingly blurry. Worse, wearing them for more than 30 minutes caused severe eye strain and headaches, something I never experienced with my original prescription. Given that my old glasses worked perfectly just 48 hours prior, this was inexcusable.I returned to address the problem, the staff treated me as if I didnt understand my own vision needs. Instead of fixing the issue, they argued that I needed two separate prescriptions (one for near, one for far)a solution that felt like an upsell, especially since my previous single prescription handled both flawlessly. They claimed theyd consult their manager but returned with the same dismissive response, refusing to acknowledge their error.Fed up, I booked an exam with an in-person optometrist (unaffiliated with Stanton). Shockingly, my new prescription matched my original one exactlyconfirming that Stantons prescription was wrong. Not only can I now see near and far perfectly, but the headaches and eye strain are gone. This isnt an isolated issue. Other reviews cite similar prescription inaccuracies, yet Stanton Optical refuses to take accountability. While the $110 wasted on a useless exam and defective glasses is irritating, the bigger problem is their blatant disregard for customer concerns. A trustworthy business listens, corrects mistakes, and prioritizes patient careStanton did none of these.
Business Response
Date: 04/08/2025
Were truly sorry to hear about your experience, and we appreciate you taking the time to share these details. Its clear that this situation caused significant frustration, especially given the urgency and professional demands you were under. We understand how critical it is to have glasses that support your daily needs, particularly when working long hours in front of a screen, and we regret that we fell short in delivering a solution that met those expectations. One of our team members will be contacting you soon.
Initial Complaint
Date:04/03/2025
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.
My wife ***** ***** purchased glasses from the Stanton Optical Store in ******. The glasses did not work as she was unable to adapt to the progressive lenses that made her ill and unable to navigate. After multiple discussions with the staff there, she returned the glasses and was told she would get a full refund, less the exam cost. This all occurred in December 2024. We made multiple calls to the store over the period of January asking for a full refund and was told it would take up to 3-6 weeks. I, ***** *****, called the **************** on March 8, 2025, and was told that they contacted the store and we would hear back from the store within 24 hours. We never heard back from either the ****** store or the ****************. I once again called the **************** on April 1st, and was told they had no record of any such call or action, but they said the ****** store would call us within 24 hours. After 72 hours of not hearing from them, I called the **************** again and this time they said, that ***** would have to call as they are not permitted to deal with anyone other than the patient. That was the first time we were told that by ****************. The ****** store will not return our phone calls and the **************** appears to be using every excuse possible. My wife has asked me to do this as she has grown frustrated trying to get our money refunded, especially after we have been told numerous times we would get a refund.
Business Response
Date: 04/04/2025
Were very sorry to hear about the experience you and your wife have had, and we sincerely apologize for the delays and lack of follow-up youve encountered. We understand how frustrating this must be, especially after being told a refund would be issued. This isnt the level of service we aim to provide, and we truly regret the inconvenience caused. Our team will be reaching out as soon as possible to help resolve this and ensure it gets the proper attention.
Business Response
Date: 04/05/2025
We have proceeded with the refund for $705.66, and it might take 3 to 5 business days to show on your account, depending on the bank's time frame. if more assistance is needed dont hesitate to reach out.
Business Response
Date: 04/05/2025
We have proceeded with the refund for $705.66, and it might take 3 to 5 business days to show on your account, depending on the bank's time frame. if more assistance is needed dont hesitate to reach out.
Initial Complaint
Date:04/02/2025
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.
Date of transaction: 3/27 Amount : ****** or 20 for the contact club purchase I went to get an eye contact lens exam to get a prescription; I got two eye exams ( virtual visits both of them) and in the end I did not get a prescription; they did not clearly explain why and referred me to a specialist because my vision needs a specialist. They charged me for the eye exam . I called the complaint hotline on 4/2/2025 for a refund for the exam. The complaint line stated they do not refund eye exams and they transferred me to the local Stanton optical so that they can give me my prescription; I was received by a man and I explained to him the issue ; that i got charged for the eye exam and I did not get a prescription. He stated that they do not refund eye exams but that he could get me a prescription and email it to me. I have yet to receive a prescription by email; I know the reason is because they said they could not give me a prescription despite giving me two eye exams in one appointment. I asked the man if he could refund the contact club purchase of 20 dollars but he said they did give me an eye prescription and he would send it by email ( which i have yet to receive either a prescription or a partial refund).
Business Response
Date: 04/04/2025
Were truly sorry to hear about your experience and the confusion surrounding your exam and prescription. Its never our intention to leave you feeling frustrated or without clear answers. We understand how important it is to receive the service you paid for, and we sincerely apologize for the inconvenience and lack of follow-through. Well be reaching out to you shortly to address this matter directly and help make it right.
Business Response
Date: 04/11/2025
As discussed, weve completed the refund in full, and it has been processed accordingly. We're sorry this experience did not meet expectations and are committed to using this feedback to improve the service we provide to all our patients.
If there's anything further we can assist with, please dont hesitate to reach out. We sincerely thank you for your patience.
Customer Answer
Date: 04/12/2025

Complaint: 23151677

I am rejecting this response because: The complaint was made through telephone and they had stated I had a prescription and would send it by email and they had not followed through . They said they would send me a prescription and they have not sent it. It's been more than a week since they stated they would send me my prescription and no reply from the store neither through telephone nor email. I was not given a prescription and then they stated i had one so someone was giving false information.

Sincerely,

****** ***
Business Response
Date: 04/12/2025
Thank you for reaching out. Were truly sorry for any confusion or inconvenience youve experienced. At this time, were unable to provide a prescription because your eye exam was not conclusive. You were referred to one of our onsite doctors to complete the full exam, but that follow-up was not completed.
Since a full refund has been processed, it is as if the exam was never finalized or paid for, and without a completed exam, were unable to issue a prescription. We appreciate your understanding, and if you have any questions or need further assistance, were here to help
Customer Answer
Date: 04/12/2025

Better Business Bureau:

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

Sincerely,

****** ***
Initial Complaint
Date:03/31/2025
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.
Made appointment for same day exam and glasses on Jan 25, 2025. I needed an updated Rx that would help with night driving. I was driving every night after work to see my husband in the hospital. The first night I used the glasses it was awful. I couldn't even read the road signs. I ended up using my old glasses to get there and drive home. I called the next day Jan 28, 2025 to complain and asked for a refund at that time. I tried over the week to see if there was improvement but it was a waste of time. I returned the glasses on Feb 1, 2025, and was told my refund had been approved upon return of the glasses. I have called customer service 3 times without satisfaction. I have called the store 4 times getting the runaround that it is being processed. Then the next time I call, I'm told someone will call me back. I just want my refund! 2 months later, still nothing, meanwhile my husband has passed away. I need my money back!!
Business Response
Date: 04/03/2025
Were truly sorry to hear about your experience, and especially for your loss. Please accept our deepest condolences. We apologize for the delay and any added stress this situation has caused during such a difficult time. We understand how important this refund is to you and will prioritize reviewing your case and following up promptly to ensure its resolved as quickly as possible.
Customer Answer
Date: 04/04/2025

Complaint: 23141457

I am rejecting this response because: I want absolute assurance that i will receive refund.

Sincerely,

***** *******
Business Response
Date: 04/11/2025
Weve spoken with you directly and understand that, while a partial refund was initially processed based on your preference to keep the glasses, youve now decided to return them and proceed with a full refund. We respect your decision and will move forward accordingly to complete the remaining refund.
Customer Answer
Date: 04/17/2025
I would like to know how the refund is being processed, back to original form of payment or some other method?
I have not received a refund as of today.
Thank you.
***** *******
Customer Answer
Date: 04/18/2025

Complaint: 23141457

I am rejecting this response because:
I would like to know how the refund is being processed, back to original form of payment or some other method?
I have not received a refund as of today.
Thank you.
***** *******

Sincerely,

***** *******
Business Response
Date: 04/19/2025
We have issued a refund for $100 to the original payment method, and we are working on the remaining amount, initially there was an agreement of a partial refund and keeping part of the order and this why there was a little delay, however, we are working to address the concern as soon as possible.
Initial Complaint
Date:03/24/2025
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.
I went to Stanton Optical around August 5th 2024, i did the free eye exam and got 2 frames. i spent $342.93 thinking id spend $79 or close to $150.. i wasnt spoken to about pricing but whatever. my glasses took more than 2 weeks to arrive, i try them on and theyre the wrong prescription. i made a follow up appointment to redo them in november, another free eye exam and they sent my glasses back. 2 more weeks and i get them, only one pair is at the store. that pair was my correct prescription (the previous eye doctor didnt do it right) but the other pair was no where to found. they said theyd text me. ***** days go by AGAIN, i go to the store to pick up my glasses and to my surprise.. WRONG AGAIN! its about to be december at this point and i ask them to please find my correct prescription because i paid over $300 for two glasses. fast forward, i wait some more. i was very clear on what was wrong and when i go again in January, HE ORDERED THE WRONG GLASSES AND PRESCRIPTION. i was very patient but i was so upset i took the glasses and left. he didnt seem to care. i keep contacting customer service and they are NO help, always redirecting me to the store. i want a REFUND. im not longer patient nor do i want to be. this is the stanton optical in **********************************************. the worst customer service from who seems to be the manager, he is rude and sassy and only cares about money. ive read reviews about him on their website after countless visits and its all true. i just wanted glasses because i need them to drive at night but this has been the worst experience ever. now im stuck with 2 pairs of glasses that are useless and $300+ less that i couldve taken elsewhere and had a better experience. i am truly disappointed and feel my time and money has been wasted. the last pair of glasses that were wrong after being remade for the millionth time i received in March 2025.
Business Response
Date: 03/29/2025
We sincerely apologize for the frustration and inconvenience you have experienced throughout this process. This is not the experience we want for our customers, and we understand how disappointing this situation has been for you.
We appreciate your patience and the time youve spent trying to resolve this. We will be reaching out to you shortly to discuss the next steps and work toward a resolution. Please know that your feedback is important to us, and we take these matters seriously.
Thank you for bringing this to our attention. We will be in touch soon.
Initial Complaint
Date:03/24/2025
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.
I scheduled an appointment on 3/23/2025 at 2 PM at the ************************************************ location. I asked to repair my glasses when first signed in and was told it was a 20 fee and it would take up to 48 hours. Immediate said there is a better deal at *******, and Ill go there instead. I've been doing my eye exams at ****** Optical for over 5 years and never have I once been told I have to have a slight astigmatism corrected. This particular visit, I did I waited almost 10 minutes for the technician to start to perform the eye exam without any explanation. Once the exam was complete, the technician said I had an astigmatism, and the contacts would be $225 instead of the $149. I promptly to the technician I wasn't interested in correcting the astigmatism, I only wanted the prescription for multifocal contact lenses and eye glasses. I indicated, that I would not pay the extra $75 for something I did not want or need. She said the doctor would decide that, or I could leave now! She tried to get me to agree to the astigmatism. I asked to speak to the optometrist, and was told "it doesn't work like that, the optometrist is not present and can not be reached. I can set up an appointment for April 2, 2025, I was then asked to leave. It was at that point I told them that they were full of SH*T. The tech was EXTREMLY UNPROFESSIONAL AND SHOULD BE TERMINATED IMEDIATELY!
Business Response
Date: 03/29/2025
We sincerely apologize for the experience you had during your visit. Providing clear communication and professional service is our priority, and we regret that we did not meet your expectations this time.
We take your concerns seriously and will be reaching out soon to discuss this matter further and find a resolution. Please know that we appreciate your feedback and the time youve spent with us over the years.
Customer Answer
Date: 04/01/2025

Complaint: 23107314

I am rejecting this response because:

Sincerely,

******* ********
Customer Answer
Date: 04/01/2025
No one has contacted me.
Business Response
Date: 04/01/2025
Were sorry to hear about your experience and understand your frustration. Providing clear communication and professional service is important to us, and we regret that we did not meet your expectations. We appreciate your feedback and will be reaching out to address your concerns directly.
Customer Answer
Date: 04/14/2025

Complaint: 23107314

I am rejecting this response because: No one has contacted me

Sincerely,

******* ********
Business Response
Date: 04/19/2025
We deeply apologize for the late response, one of our team members will reach out soon. We appreciate your patience.
Customer Answer
Date: 04/22/2025

Better Business Bureau:

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

Sincerely,

******* ********
Initial Complaint
Date:03/20/2025
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.
The glasses I purchased from My Eyelab, now Stanton Optical, which were held together with tape and glue, and strapped to my head with rubberbands because they would no longer stay on my head any other way, gave up the ghost in October 2024. The coatings they put on the lenses despite my protest, started coming off in such that the lenses were becoming progressively cloudier, and I can no longer see through them even if by some miracle I could get the frames to stay on my head. All told, I paid over $950 to Stanton Optical for these glasses, which is the most I've ever paid for a pair of glasses in my entire life, and they are the worst glasses I've ever owned in the 30+ years I've needed to wear *******'s worth mentioning that the aforementioned glasses were the second of an identical pair I originally purchased in August of 2022 that fell apart in a similar fashion. Stanton Optical was gracious enough to replace the first pair for another $150 out of pocket, but sadly, they too fell apart as rapidly as the originals. I'm filing this complaint because I forked over nearly a thousand dollars to Stanton Optical for glasses that were so poor in quality that in both cases, they broke inside of a few weeks of owning them. I was able to hobble along with super glue and tape for a period of time with each pair, but I shouldn't have needed to do that. And, despite my insistence that they not put coatings on the lenses, they did so anyway, which also contributed to their quick degradation.I've worn glasses since I was in grade school, and my eye sight is bad enough that I absolutely cannot navigate the world without them, so I cannot stress enough that I take very good care of my eyewear and this is not a case of me failing to properly care for them. I want Stanton Optical to make this right by refunding my money spent on their poor product and service. Pictures of glasses in current state are attached.
Business Response
Date: 03/21/2025
We sincerely apologize for the frustration and disappointment you have experienced with your eyewear. We understand how important it is to have durable, high-quality glasses, and we regret that this has not been your experience. We would like the opportunity to review your concerns further and work toward a resolution. A member of our team will be reaching out as soon as possible.
Customer Answer
Date: 04/08/2025

Complaint: 23096586

I am rejecting this response because:

I would like to be able to see that this is fulfilled. Unfortunately I've not been able to schedule a time that is mutually convenient to resolve this matter in person, as it seems the case will be. The representative of the business has offered to make it up to me with product and services, of which I am skeptical but willing to hear them out. I simply need more time to actually schedule and arrange for my own transportation to go.

I'm not currently certain that I will be able to accept products and services, since I do not have faith and confidence in the same of them. I would really just like a refund, and the person who reached out said they were unable to provide that, but I think that was an issue of being enabled to do so in the first place, which he was not. In the interest of mutual compromise, I'm exploring the options provided.

It's possible that in the not distant future we can have this resolved. I will hear out their representative in person first. I expect that we can revisit this in two weeks.

Thank you for your time and attention to this matter and kindest regards.

Sincerely,

***** *******
Business Response
Date: 04/28/2025
Mr. *******,
We appreciate your openness to working with us towards a solution. We understand it has been difficult to accommodate a visit and we are looking forward to seeing you. Please feel free to visit us at your best convenience.

Thank you
Business Response
Date: 05/08/2025
We are pleased that with your visit we were able to get to a resolution, as company we are glad to help, if more information is needed, please feel free to reach out.
Customer Answer
Date: 05/14/2025
I met with their representative in their store who was very kind, courteous and as accommodating as his supervisors allowed. It's clear that he was tasked with resolving this complaint without providing refund, and that he was given wide authority within a narrow scope to do so. I didn't really need another pair of glasses having just gotten a new scrip in January; I did need contacts or a refund, however, neither of those were options for me here. The complaints I have about the process stand, in that, they perform tele-medicine in the store, they make you sign contracts that are non-negotiable, and the exam is not performed by a doctor, it's performed by a "doctor's technician". Presuming that the technician is able to accurately provide results for eye examination then that is okay, however this remains to be seen. I lament that it seems to be the manner in which the company does business as a whole that is the problem, yet it does seem to be an ******* effort to make it right in this case.

I don't wish to reject their resolution at this time, but I also don't find it fully resolved. I understand that time is of the essence in most cases, and so I look forward to the delivery of the glasses which have been promised, and I maintain caution that they will be better or more durable in any way than the last pair, but at least their customer service has improved greatly
Customer Answer
Date: 05/16/2025

Complaint: 23096586

I am rejecting this response because:
The glasses offered as replacement suffer from the same issues that the original glasses they provided did suffer: incorrect prescription and poor fitment.

While great care was taken when I first came in to have another eye test done and to select new frames, no one took time upon delivery to ensure they were fitted on my face correctly nor to ensure that the scrip was correct in the lenses. The scrip is not correct--I cannot see well even to type this message--and the fitment is poor, but I gather they are not trained in store on how to fit frames because if they were, as an optician does, they would always do it.

Because their replacement does not serve me--as I type this I must put my glasses on the tip of my nose tilt my head back as if I were taking a pill in order to attempt to read my monitor--I cannot accept their resolution at this time.
Sincerely,

***** *******
Business Response
Date: 05/19/2025
Were truly sorry that the replacement glasses did not resolve the issues with your prescription or fit. Its important to us that every patient leaves with eyewear that meets their needs and provides clear, comfortable visionand its clear that we fell short in your case. Please allow us to connect you with a store representative trained to properly assess your prescription and fit, or explore any other appropriate resolution that may help restore your confidence in our service.
Initial Complaint
Date:03/20/2025
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.
Came to get glasses on 3/7/25 got a text message that my glasses were there .. 3/20/25 they were not there probably lost in mail tell me they can re order them they will take 2-3 weeks have not waited more than a week for a prescription glasses ever in my life I wanted my refund and they tell me they can do it but it will take 4 weeks for me to get it since its a corporate check and I paid cash out of my pockets unacceptable and unprofessional
Business Response
Date: 03/21/2025
We sincerely apologize for the inconvenience and frustration youve experienced. We understand how important it is to receive your glasses in a timely manner, and we regret the delay. We are working to resolve this issue as quickly as possible, and a member of our team will be reaching out to discuss the next steps. Thank you for bringing this to our attention.
Initial Complaint
Date:03/18/2025
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.
I went in December to get a check up and glasses because I need it on really bad the ones I have are falling apart I have took them back three times still have not gotten what I was promised to have I still can't see out of the glasses still can't use the glasses that I paid for the last time I sent them off it's been almost 2 weeks and they still haven't come back yet this is getting very very upsetting with me I think that I should be given a full refund plus my glasses or they could keep the glasses and give me a full refund because like I said this is the third time I've had to send them back and this is getting very frustrating I need glasses I need to see I can't keep waiting and waiting and waiting like I said it's been since December it's almost April and I still have no glasses
Business Response
Date: 03/18/2025
Were sorry to hear about your experience. We understand how frustrating this has been, and we sincerely apologize for the delay and inconvenience. Your satisfaction is important to us, and we want to make this right. A member of our team will be reaching out to you soon to assist in resolving this matter. Thank you for your patience, and we appreciate the opportunity to make things right.
Customer Answer
Date: 03/19/2025

Better Business Bureau:

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

Sincerely,

****** *****
Business Response
Date: 03/20/2025
We thank you for the opportunity to talk and got to a common agreement. We will be processing a partial refund and keeping both pairs of remade glasses. If more assistance is needed, please feel free to reach out.
Business Response
Date: 04/03/2025
We apologize for the issues experienced; we have issued a Corporate Check on a rush delivery. Once we have a Tracking number, we will share it with you.
Business Response
Date: 04/11/2025
Hello Mrs. ****** we are glad to confirm the refund check finally arrived, please don't hesitate to reach out if more assistance is needed.

Customer Answer
Date: 04/11/2025

Better Business Bureau:

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

Sincerely,

****** *****

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