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Business Profile

Optical Goods

Stanton Optical

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Optical Goods.

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

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Stanton Optical has 225 locations, listed below.

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    Customer Complaints Summary

    • 368 total complaints in the last 3 years.
    • 153 complaints closed in the last 12 months.

    If you've experienced an issue

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:12/07/2022

      Type:Product 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.
      Purchased prescription contact lens on 11/25/22 online via Stanton Optical in reference to Order #: ********. I called and asked why does it take so long when i purchased them in the store Oct. 2022 i received them within 3 days. No one was able to provide an answer. I asked them to update the delivery address to the hotel in *****, Florida so that I didn't miss receiving them at my primary *********** home address. I was traveling in ***** on business travel (travel dates: Nov. 30 - Dec. 3rd) and wanted them to ship them directly to where i was going to be. I called Stanton Optical several times between Nov. 30 - Dec. 2nd. and each representative didn't know too much about where my order was or could provide me with a tracking #. I spoke with ************************* and ***********************, both of them followed up in an email but still no tracking # and I do not have my prescription contacts. Both of the representatives assumed I purchased in-person and it clearly shows on my file that i purchased online. When i updated the delivery address with ***** he said it would take up to 48 hours for me to get a tracking #. ***** told me to do in the store in person to get a tracking #. That didn't make any sense as to why I would need to do that. Also, when speaking with *****, I requested a refund because I have been waiting for a tracking # and a concrete status on my contacts and they were not helpful. ***** said it would take 48 hours to process a refund and they will follow up. As of today 12/7/22, i have not received my prescription contacts and no one from Stanton Optical has contacted me or followed up to ensure I received them and still no refund. Stanton does not make customer's ********************** care a priority. They lack a sense of urgency and that's a major issue in business. I've never had to wait on vision care this long and this is a huge liability on my health and an inconvenience on me as a patient.

      Business Response

      Date: 05/03/2023

      It is with great regret that we received this feedback, we take pride in our patient's satisfaction. We tried to contact the patient several times. We will keep trying so we can provide the proper resolution.

    • Initial Complaint

      Date:12/07/2022

      Type:Service or Repair Issues
      Status:
      Resolved
      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 called Stanton Optical on ********************* this morning to inquire about a contact lens exam. I was told it would be 99 which is the same thing I had found online so I scheduled an appointment. When the exam was complete the lady checking me out asked about purchasing contacts I explained that no I had several issues last year with expired rebates and lost orders She said give her a moment to adjust the bill then. She said meet her at the front counter she charged me 128. When I inquired about the price difference I was told thats just what the call center tells everyone. I asked again the difference and she said it was a charge to take pictures. I told her I was just told hours previously about the price of 99. Is all I could do was shake my head and walk out. Last year was promised rebates that were a year expired this year overcharged. I wont be back they lie about everything they are worse than a used car salesman.

      Business Response

      Date: 12/28/2022

      Hello,

       

      We refunded the $29 retinal imaging charges for this patient.

      Customer Answer

      Date: 12/28/2022

       
      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:12/06/2022

      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.
      I ordered a replacement lenses for my glasses and they took the frames and lenses on Oct 31. I am stuck using an old prescription which is causing headaches and making it hard to work. Every time I call the store. No one answers and when they do they say they have no clue when next shipment will be in. So I call the 800 support line and they said the glasses shoulda been in weeks ago. And try to contact the store. And again. No one answers. So were going on over a month now using an old prescription on a service they claim takes 14 days or less. Im stuck. I need someone to force their hand into ether getting me my glasses back. Or giving me a new pair at no cost. Every week the estimated arrival date changes. Yesterday it says the 5th. Today it says the 12th. Theyre indefinitely holding my glasses. And management no customer service seems to be able to help me. This is the Stanton optical location located in ********** **

      Business Response

      Date: 12/13/2022

      Hello,

       

      We provided the service to this patient , and we called him to let him know about it.

    • Initial Complaint

      Date:11/29/2022

      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.
      Called Stanton Optical and asked if they took Anthem BCBS insurance. Was told yes, so i made an appointment.11/12/2022 i had an appt. was told that there would be a doctor on site. Ended up having virtual exam. I was skeptical, but went ahead with the exam. Purchased a pair of glasses and also wanted contacts. Picked up my glasses 11/26/22. Couldnt see at all out of them. told the employee and was told to wear them for 2 weeks and get used to them. Called corporate after trying to see out of them all day, and have gotten the run around ever since. I would like this to be resolved before the 30 day money back guarantee is up. But it keeps getting pushed back. Contacts still have not arrived so i cancelled them.

      Business Response

      Date: 12/04/2022

      Hello,

       

      The BM talked to her yesterday and the Patient will be returning the glasses on Saturday and they will process the refund.

       

       

    • Initial Complaint

      Date:11/25/2022

      Type:Service or Repair Issues
      Status:
      Resolved
      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 November 23 I called this store to ask if they accepted ******************************** and was told that they do, so I made an appointment for November 25 for the ******* location on 50th street. I get to my appointment and was told No, that my insurance was not accepted and when I questioned the employees why was I told yes, they didnt give a clear answer, but assured me that my exam for that day would be $25 with a discount from my insurance. I accepted and was given an eye exam for contact lenses and as I was sat waiting, two more customers were told the exact same thing as me, that their insurances would not be accepted. I was given my free trial of lenses and when I went to pay I was told my total would be $75. I was lied too twice by this business. This is completely inappropriate for a business to operate like this, lying to customers about insurance to get them in the door and then lying again about the price of exams to pressure them into paying a higher amount at checkout.

      Business Response

      Date: 11/28/2022

       

      Hello,

       

      Our ******* BM ****** called the patient this morning, left them a voicemail but also refunded the $75 to their MasterCard. 

      Customer Answer

      Date: 11/29/2022

       
      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:11/23/2022

      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.
      I purchased glasses from stanton optical on 10/15/2022. They were having a buy 1 get 1 free deal going on and i walked out paying roughly $330. I gave it until 27 days and on 11/11/2022 i went in due to feeling my prescription was very wrong. i would get dizzy, stuff looked shaped weirdly and all day i would have a headache if i wore them. I wanted a refund due to working all week from 6am-6pm out of town and not being able to see the doctor. they told me they would give me a call the following week to advise me when the ** was going to be in to process the refund. i expressed that coming in the following week meant that i would go over their 30 day policy and ***** reassured me that he would honor it due to coming in before. I never received a call so i called their customer service line who requested a call back for me. on Monday 11/21/22 i got a call back. they informed me that i couldnt receive a refund due to going over the 30 days. i informed him ***** stated he would honor it and he stated that ***** was on lunch and that i had to wait for him to return and he would give me a call back. i never received a call back and decided to call again today 11/23/22. They told me they would only refund me $110 for the glass but not for the frames or eye exam.

      Business Response

      Date: 11/25/2022

      Hello,

       

      We have processed a full refund and honoring a free re examination.

    • Initial Complaint

      Date:11/21/2022

      Type:Product 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.
      I went to buy glasses at Stanton Optical in **********************************************************, they sent me to take the exam with the manager and as soon as I asked her if she spoke Spanish (webpage says they speak Spanish) she got angry and told me NO and began to treat me very ugly, She started my exam without explaining anything, she was looking at her phone and laughing all the time during my exam, suddenly she told me I can't find your eye, go see another eye doctor, I left the exam room and another employee asked my what happened I told him everything and he told me I'm going to schedule yo for tomorrow with someone who has more experience. They performed another exam the next day everything was perfect and in two weeks I returned for my two pairs of glasses, with the ones for reading I couldn't see anything and they told me the prescription was wrong and they reinstated them. In two more weeks I went to pick up the new ones and I couldn't see either, they spoke to the manager and she said it was my fault because I never brought my old glasses and that I have astigmatism and yelling at me she told me that they won't do anything else for me, and to go to another eye dr, I asked for my refund, It was so embarrassing all the people in the place were uncomfortable because of the treatment they were giving me, but at this point I needed my money back and they started the refund and told me I wont get the money for the exam back even when in the website said its free and they credit it in my invoice, they told me my money will be in my card from 24 to 48 hours, I called customer service because I didn't get my money, they said it would be in 7 days, didn't get it and call back, they said they sent a check and it would arrive in 30 days. I still don't have glasses, no money to buy others, and very sad because is being two months and I can't see or drive without my glasses it's causing me headaches, they don't want to return all my money and I was treated very badly by the staff

      Business Response

      Date: 12/04/2022

      Hello,

       

      We will issue the check and send it overnight this week. 

    • Initial Complaint

      Date:11/11/2022

      Type:Service or Repair Issues
      Status:
      Resolved
      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 October 11, 2022 I purchased a pair of prescription sunglasses for $254.60 at the ***********, ** location. When the glasses arrived on 10/21/22 they were incorrect. I took them back to the location and asked for a re-make. They said my new glasses would arrive within **** business days. On November 8, 2022 I called to check the status of my order and they stated there was another issue with them being re-made and should arrive on 11/14/22. I requested a refund and the order to be cancelled due to the delay. I was told I would receive a call within 24 hours which never happened. I have called 2 times since 11/8/22 to get an update on my refund. Both times I was told my request is pending. This is unacceptable. I paid ****** over a month ago for a product I have yet to receive. I am requesting my refund immediately. Upon checking the status today 11/11/22, the order is still pending a re-make now with a estimate ready date of 11/24.

      Business Response

      Date: 11/23/2022

       

      Hello,

      Refund was processed for ****** on 11/14/2022.

      Best Regards

      Customer Answer

      Date: 11/24/2022

       
      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********. It took going to the local business and demanding to speak to the business manager to receive a refund. This was the worst experience and I will never use their business again nor would I recommend them to any friends or family. Extremely over priced and unprofessional. 

      Sincerely,

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

    • Initial Complaint

      Date:11/10/2022

      Type:Customer Service Issues
      Status:
      Resolved
      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 visited Stanton Optical on 10/28/2022 for a scheduled eye exam and fitting for glasses. I received the eye exam and ordered the glasses the same day (receipt attached). I picked up the glasses on 11/04/2022. I tried them over that weekend and decided I did not like them. I was just not happy with them. I returned to the store on Monday the 7th and tried to return them per their warranty policy (warranty policy attached) and was told I only had 24 hours to return them. (https://www.stantonoptical.com/our-guarantee/)After that, I called Stanton Optical customer service on 11/07/2022 and was advised I was correct about the warranty and they would look into it and to allow 48 hours (email attached). After 72 hours I called customer service back for an update but instead I was transferred to the store and was advised once again that once the glasses are made, I could not get a refund. I then called customer service back on the 10th and was told once again, yes, I was entitled to a refund and they would look into it. I feel there is nothing to look into as the warranty guarantees me a refund if I am not completely satisfied. I am asking your assistance in this matter as I feel I am getting the runaround both from the store and customer service.I am asking for a full refund (less the $59 eye exam) of $402.90 Thank you for your assistance.***********************

      Business Response

      Date: 11/22/2022

      Hello,

      I Want to inform you, We processed a refund for ****** to his method of payment back on 11/21/22.

       

      Best Regards

      Customer Answer

      Date: 11/22/2022

      ***Consumer Response***

      Good morning,
      I am writing to inform you that our case with Stanton Optical has been resolved to my satisfaction. I appreciate your assistance in this matter.

      Thanks again,

    • Initial Complaint

      Date:11/03/2022

      Type:Delivery 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.
      On 8/26/2022 I had an exam and purchased glasses at there location on ************** in *********** ********. My order # is ********. My order was expected to arrive a few days later. This happened but the lenses were cut incorrectly. The order was placed again and a week later the same outcome. Today 11/3/2022 I go to the store because I was told that my order was right this time. This was relayed by customer service. However, the same outcome happened again. I therefore requested a refund as this is ridiculous. They made the same mistake 3 times in a row. Then the tell me "my bank won't let the refund go through. We will have to send a check and this could take 20 days." So now I have to wait for a refund. I have lost the benefits of my insurance and so now I cannot afford a new pair of glasses. And this place collected on my glasses from my previous insurance. And now that I dont have insurance I am out the benefit that I paid for but cant have becuase they could not get the order correct.

      Business Response

      Date: 11/22/2022

      Hello,

      I spoke to the patient today and He will be coming into  the store and picking a new frame and we will remake hos order . He was very appreciative of the call.

      Thank you

    Stanton Optical is NOT a BBB Accredited Business.

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