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 has 225 locations, listed below.

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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

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  Stanton Optical

  3321 SW Archer Rd Gainesville, FL 32608-1745

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  Stanton Optical

  6868 Abercorn St Savannah, GA 31405-5835

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  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:08/02/2022

  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.

  Look in uploaded files for my explanation to this situation.

  Business Response

  Date: 08/12/2022

  Our goal is to provide a consistently reliable product and an exemplary level of customer service. Based on the events ************* described; we did not meet this goal. Her comments will be used for coaching and training our employees. Upon further investigation of pt ID # ******* the issue has been Identified. The patient placed an order on 1/18/22 with an employee who no longer is employed with Stanton Optical, the patient came in with an outside prescription from her Eye DR which is what was used to make her glasses. The patient's first phone call to Stanton's **************** was on 7/25/22, My ASM after reading the message called her to address the issue on 7/27/22 and left her a voicemail. According to what I am reading on the memo's left by customer service, the customer states she was finally able to get in and see her Dr 6 months after the purchase of the glasses where her DR told her that her prescription was incorrect and that is why she is not able to see out of them. On 7/27/22 My ASM sent a message to customer service letting them know that this was way past our 30 day policy and that she would need to purchase new lenses. I have not spoken to the patient yet, However from my research this was not a mistake made by Stanton Optical, the previous employee simply put the prescription the customer provided when she was making her purchase, the fact that the prescription was incorrect was a mistake done by her primary Eye Dr and Stanton should not be held responsible for her prescription being incorrect because we did not conduct her Eye exam. My ASM was following company policy when he stated she is past her 30 days. 

  Customer Answer

  Date: 08/12/2022

   
  Complaint: 17660463
  
  I am rejecting this response because:
  My doctors prescription was correct. According to the person from Stanton, its manager, I talked to yesterday, she agreed that Stanton wrote down the prescription incorrectly making my lenses wrong. Talk to ***** at Stanton optician in Jupiter Florida. She agreed with me that Stanton was wrong in their decision to not fix my lenses.
  Sincerely,
  
  ***********************

  Business Response

  Date: 08/15/2022

  On behalf of Stanton Optical, we want to extend our sincerest apologies for the negative experience that Mres. **** had with our services. If the pt can come in with the prescription, we can remake the glasses just to confirm we imputed the incorrect prescription.

• Initial Complaint

  Date:07/29/2022

  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.

  On July 13, 2022, I took my daughter to an appointment with her ophthalmologist. During the visit, the doctor and assistant checked her glasses. They informed me that one pair of glasses were fine. However, the other pair had the lenses swapped. I immediately returned to the Stanton Optical center in *********** I spoke with ****** the Asst. ******** and relayed the issue to her. She apologized and gave the glasses to the technician, ****. He took the glasses, switched the lenses and then placed them on the machine. He declared that they were in correctly and the doctor's ****** was wrong. I told him that I saw him pop out the lenses and then proceeded to call my daughter's ophthalmologist ****** on speaker phone. They confirmed again that the lenses were incorrect and provided the readings that they took in their ******. **** then grabs the glasses again and switches the lenses back to the way they were I walked in. He then proceeds to ask my daughter, who is 6, to try them on and look through the glasses. However, he added before she tried them on that you won't be able to see clearly - you'll see two of me. I informed them that now the lenses were back to their incorrect version which is the way I brought them in. At this point, ***** offers me $100.00 and apologized for ****** behavior. I told her that I would prefer to speak with someone at the corporate level regarding the incident. I have contacted corporate multiple times and have been unable to speak with someone higher than a supervisor. The last time I called a supervisor informed me that his supervisor stated that because the the licenses optician (****) confirmed that the lenses were right and that it was an outside prescription that there is nothing that they will do besides offer me $100.00. My daughter has used glasses with an incorrect prescription for months and I take this matter very seriously. I requested a call back from the regional manager and have not been contacted since.

  Business Response

  Date: 08/11/2022

  We want to sincerely apologize for the negative experience ******************* had in our store. We spoke with the mother of the patient and her main concerns were that she had no faith in the accuracy of the product, and she felt as though the Licensed Optician did not validate her concern, instead came across as combative. We discussed the previous $100 refund and her keeping the products and that was not satisfactory to her. Although purchased as a BOGO, we offered for her to return the pair she has concerns with and I would refund half of what she spent and keep the pair she did not have issues with, or for her to return both pairs for a full refund. She declined stating due to her troubles she would only accept keeping the two pairs of glasses, including the pair that she was told is incorrect, and receive a full refund. We explained as with any purchase, the product needs to be returned in order to receive a refund. She explained she was at work and could not speak further about it, and she wanted to look at other avenues to resolve the issue. We  gave her the brand manager's phone number and email address to correspond further if she chooses to accept one of the offers.