Business Profile

Optical Goods

Eyeglass World

This business is NOT BBB Accredited.

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Complaints

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

Customer Complaints Summary

30 total complaints in the last 3 years.
8 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:06/21/2023
Type:Billing 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 originally went to the eyeglass World in ********** location to do a contact and eye glass exam. After the exam, I was prescribed **** on both eyes. The doctor gave me a sample contacts for me to try and I ordered prescription glasses. Soon after wearing the contacts, I realized something was wrong because I could not read anything close. there was no AC in that building and electrical generators were running all over with fans. I rescheduled to see the same doctor another day and to my surprise, the electricity was still out. I later found out there was no AC for an entire week in the building. Its unheard of how it could be possible at the end of May in South ******* to not fix the *** I felt its torture for customers and staff and extremely unhealthy. I was seen by a different doctor and she prescribed a different lens **** on both eyes. Ofter seeing the Doctor, I sat with the eye glass representative to make the necessary changes to the prescription to **** both eyes. The order she took disappeared days after. I asked to speak with a manager but no response. Next day After trying the fourth or fifth different contact brand the distortion was effecting my head I felt uncomfortable.. She said I should try the glasses to see if it was still distorted. I explained to the Doctor that the order for glasses is no where to be found lThe Doctor introduced me to the store Manager her name was *******. The Doctor explained to ******* what happened and she said she was going to follow- up with the person who was handling my eyeglasses.. I left that day with my young toddler without a solution except a bad headache from trying so many contacts that made things distorted. I felt dizzy. Eyes are extremely sensitive and not to be disregarded. This is complete negligence and needs to be addressed and rectified immediately as I am the patient and all patients deserve to be treated with respect, I expect a response and a solution as I am greatly disturbed.
Business Response
Date: 06/23/2023
Dear Customer Relations Representative,

*************** to the BBB Consumer Complaint # ********, filed by ***************************. We certainly apologize for the issues hes experienced at our **********, ** location.

I have reviewed his complaint here, as well as we did receive his email that he sent to our ************************* I have discussed this at length with one of the assistant managers, ***. Shes worked with ****************** when he was in both our ********** location as well as our ************* location.

First off I would like to assure ****************** that the air conditioning issues has been fully resolved and the ********** store is completely operational. We do apologize how uncomfortable it must have been in the location at that time.

Since Mr. ******** prescription changed, *** informed me that they had spoken and agreed to refund the eyeglass order so that once Mr. ******** prescription was corrected and finalized, he would then come back in and place his glasses order with his insurance. The store is unable to process insurance orders without the patient there.

*** also informed me that at the time of Mr. ******** exam at the ************* location on 6/15/23, it was agreed that he would contact either location, ********** or *************, to let them know which contact lenses he liked. *** has even called and left a message for ******************, but they havent heard from him yet.

We are more than happy to get ****************** taken care of and his glasses ordered. Please have ****************** contact either location and ask for the store manager or an assistant manager, and let them know which contacts he liked best and theyll get him taken care of. The ********** phone is **************, and the ************* phone is **************.

Please be advised this complaint has been received and documented here at our corporate office, where it will remain on file. Once again I do apologize, and if I can be of further assistance, please feel free to contact me.

Sincerely,

*******
Customer Care
Customer Answer
Date: 06/25/2023
I need to correct the above response, *** had placed the order for glasses when she saw me originally at the ************* location. *** never called me to tell me it was ready. I went back to your Boynton location and the order was no where to be found.
My issue is that the second prescription for contact lenses is also causing distortion and its extremely uncomfortable as explained to the Doctor during my last visit. ( Doctor could only know that I was not comfortable with the contact lenses prescription, but could not test to see if I was having trouble with her prescription for glasses because the order was no where to be found.)
I have been a client for years but had an extremely bad experience this time for the following:
1) Your business being open to customers and not having AC for a week. (Terrible condition for your employees to work under)
2) Me feeling uncomfortable with two contact lenses prescriptions without being given a solution or any attempt to find a solution.
3) *** taking the eyeglass order with the new prescription and telling me she will be following up to do the fitting but denying she ever took the order.
4) Me requesting a response from the manager but never received a call.
5) Declaring that *** had attempted to reach me although I never got a call from her.
Please refund to the insurance the eye exam charge so I can be treated by a different doctor under my insurance.
Its been too many unacceptable problems Ive had during my visits. You are running a business that has been servicing individuals vision for years. The need to be courteous and professional with your customers should be uncompromising. Youre business is in the health industry and peoples vision gets effected without the proper care. Its paramount that you run your practice with transparency and honesty because we deserve nothing less when it comes to vision.

Business Response
Date: 06/27/2023
Dear Customer Relations Representative,

*************** to the BBB Consumer Complaint # ********, filed by *************************** and his rebuttal.

The doctors at both of our locations are independent and are not employed through Eyeglass World. They work through *********** Optometry (GCO). When ****************** paid for his exam, his payment was not taken through our point of sale system, so Im unable to refund or even see that transaction.

I did follow up with *******, store manager for the ********** store. She has sent an email to their contact at GCO requesting they give ****************** a call in regards to a possible refund. Please note ****************** is also welcome to contact GCO directly at **************.

If I can be of further assistance, please feel free to contact me.

Sincerely,

*******
Customer Care
Customer Answer
Date: 07/02/2023
The reason I filed this complaint with BBB is because I have not gotten any help dealing directly with your company. The manager has never responded to me nor taken the time to call me to resolve the issue. Its clear youre not taking this seriously enough. Im still without glasses because you lost my eyeglass order. Im going to make this very clear. Either we resolve this issue with BBB or Im going to need to escalate this complaint to the next level and beyond.
Business Response
Date: 07/12/2023
Dear Customer Relations Representative,

*************** to the BBB Consumer Complaint # ********, filed by ****************************

As previously stated, we are more than happy to get ****************** taken care of, and order his glasses if he would like to proceed with an order. We just need to know which prescription he likes so we can put the correct prescription in for his eyeglass order. If ****************** would like to do this, please have him contact the vision center directly for further assistance, as Im unable to process orders from my office.

However if ****************** is seeking a refund on the exam, he would need to contact *********** Optometry (GCO) directly since the doctors are independent. They do not work directly through Eyeglass World,therefore his payment for the exam was not taken through our point of sale system and Im unable to refund for or even see that transaction. He was however refunded for the glasses. GCO direct number is **************.

If I can be of further assistance, please feel free to contact me.

Sincerely,

*******
Customer Care
Customer Answer
Date: 07/18/2023
I had to go through the my vision insurance and fortunately got them to honor my request not to count last eye exam visit and ***** me a new free annual exam with a different company. I presented my complaint to the vision insurance board for review and after going through their committee they decided in my favor.
(My experience dealing with this company has been nothing short of terrible. I will be sharing my bad experience with everyone)
Business Response
Date: 07/19/2023
Dear Customer Relations Representative,

*************** to the BBB Consumer Complaint #********, filed by ****************************

We are greatly disappointed to know that some of our customer's expectations are not met. We strive to provide all of our customers with excellent customer service and we work toward this goal daily. Mr. ******** complaint has been received, documented and will remain on file.

Sincerely,

*******
Customer Care
Customer Answer
Date: 07/19/2023

Complaint: 20214411

I am rejecting this response because:

i originally presented the following issues to you below and you made no attempt to fix any of them. Nevertheless your responses were simply broken records requesting for me to be the one to call your store to resolve the matter. I clearly responded to you several times that if I had any luck dealing with your store directly, I would not need to create this complaint. After numerous request Ive made to your upper management to be contacted no one took the time to ever reach me. Yet claimed someone did. There is intentional negligence on your part and it needs to be escalated further. When it comes to vision care, showing this degree of apathy by a vision care provider needs to be made public and disclosed fully.

1) Your business being open to customers and not having AC for a week. (Terrible condition for your employees to work under)
2) Me feeling uncomfortable with two contact lenses prescriptions without being given a solution or any attempt to find a solution.
3) *** taking the eyeglass order with the new prescription and telling me she will be following up to do the fitting but denying she ever took the order.
4) Me requesting a response from the manager but never received a call.
5) Declaring that *** had attempted to reach me although I never got a call from her.

Please refund to the insurance the eye exam charge so I can be treated by a different doctor under my insurance.
Its been too many unacceptable problems Ive had during my visits. You are running a business that has been servicing individuals vision for years. The need to be courteous and professional with your customers should be uncompromising. Youre business is in the health industry and peoples vision gets effected without the proper care. Its paramount that you run your practice with transparency and honesty because we deserve nothing less when it comes to vision.
Sincerely,

***********************
Business Response
Date: 07/20/2023
Dear Customer Relations Representative,

*************** to the BBB Consumer Complaint #********, filed by ****************************

All of Mr. ******** complaints have been addressed with the store manager multiple times. We apologize ****************** has been so unhappy with our services, which is incredibly disappointing to hear.His complaint will be kept on file here at our corporate office.

As previously stated, the doctor at our Eyeglass World location is independently employed through *********** Optometry (GCO).Unfortunately we are unable to refund him for the exam portion because we did not take his payment for the exam. The doctors side took his payment, and that is a system we have no access to. I am unable to refund for, or even locate,that transaction. I suggest ****************** reach out to GCO directly at ************** for a refund on the exam. Only GCO can process that, we at Eyeglass World cannot.

Sincerely,

*******
Customer Care
Customer Answer
Date: 07/20/2023

Complaint: 20214411

I am rejecting this response because: according to the attached letter the insurance approved my request and I was able to reach a solution only through my insurance company. You need to disclose the truth that no one including your managers ever tried to reach out or made any attempt to resolve my problem.

Sincerely,

***********************
Initial Complaint
Date:06/12/2023
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.
Eyeglass World at: ******************************************************* - March 29, 2023: Get eye exam and order 6 m/o of contacts / leave with trail pair. - March 30,2023: Call to inform them the trial pair hurts my eyes and I need to change the brand on my previous order to a different brand. Was told they needed to look into it and would call back. - First week of April: ** call back, I call and ask for update. Said everything was corrected and would call me when the contacts came in. - May 10, 2023: Still no call. I call and they claim the contacts had arrived but they had the wrong phone number so couldnt call. They had ordered the original contacts which I had previously asked to switch from due to irritation from trial pair. Made the correction over the phone and requested that the correct contacts be shipped to my home. - May 12, 2023: Received my contacts. (Did not open them to begin wearing them as I was finishing my previous contacts.) -June 3, 2023: Wore the contacts I was sent and realized they were the wrong prescription and gave me terrible headaches. June 12,2023: After trying contacts again, called and asked for exchange / refund. Told that I would have to pay for another eye exam and new contacts. Terrible service, terrible communication, incorrect prescription, 6 week wait time due to their errors and told that $204.98 spent with them was wasted.
Business Response
Date: 06/15/2023
Dear Customer Relations Representative,

*************** to the BBB Consumer Complaint # ********,filed by ***************************. I apologize for the issues **************** experienced at our *********, ** location.

I personally reached out to **************** on 6/14/23,and we were able to chat. I wanted to go over a few details and clarify her prescription issues to make sure I was clear on everything on our end. I then addressed her concerns with the store manager, *******, and went over the best course of action to get **************** taken care of in a satisfactory manner.

******* contacted me back today and let me know he was able to speak to **************** as well, and we have her scheduled for a follow up appointment with a different doctor on 6/19/23. That follow up exam will be no charge. We will also exchange the incorrect contact lenses for her corrected prescription at no charge.

Ms. ******* complaint has been received and documented here at our corporate office where it will remain on file.

Once again I apologize, and please feel free contact me back should you need any further assistance.

Sincerely,

*******
Customer Care
Initial Complaint
Date:05/17/2023
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.
en marzo 07 2023, se pago $ ************************************************************ montura mios... el caso es que en *** fecha me dieron una formula equivocada, la cual mande a hacer unos cristales nuevos en *********, en mi optica de confianza para enviarlos con un familiar *****************, y la formula fue muy alta donde yo no pude tolerar el aumento del mismo... luego regrese a su tienda Gulf Coast a un rechequeo de la formula y hubo un error o una diferencia menor en el resultado de +**** a +**** siendo +3,25 la formula correcta... esto me ocaciono tiempo y un gasto en los cristales, por lo que solicito a ustedes muy respetuosamente me reconozcan el monto gastado en los cristales de $150 para hacer unos nuevos o que me fabriquen unos cristales nuevos para mi montura que ya existe... la empr*** Gulf Coast ubicada en ********************************************************** me dijeron que ese error no era problema de ellos y no dandome ninguna otra solucion a mi problema, donde siento que por ese error yo estoy perdiendo un dinero y no me parece lo justo..Esperando una respuesta pronta y satisfactoria ********************************
Business Response
Date: 05/26/2023
****************************,

Estoy respondi**do a la Queja del Consumidor de BBB #********, pres**tada por el *******************************. Ciertam**te nos disculpamos por los problemas que el **************** est t**i**do con respecto a su receta.

Habl con la ger**te del c**tro de la vista, ****, para abordar esto. El Doctor ** este lugar es indep**di**te de Eyeglass World y nos alquilan un *******. Estn empleados a travs de *********** Optometry.

Lam**tablem**te, ** Eyeglass World no podemos reembolsar las tarifas de servicio o el producto no recogido por nuestra empresa. Pdale al **************** que se comunique directam**te con *********** Optometry al **************, con su mdico y queja de experi**cia.

La queja de la ***************** ha sido recibida y docum**tada ** nuestra oficina corporativa donde se archivar. Una vez ms **** disculpas a la *****************. Si puedo ser de ms ****** no dude ** ponerse ** contacto conmigo.

At**tam**te,

Jssica
At**cin al cli**te
Initial Complaint
Date:05/13/2023
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 12/09/2022 I called my local Eye Glass World to see if they accepted my insurance. I was informed to call my provider to see if E.G.W was on their list of providers. They said E.G.W was on the list. I arranged a ride because my eye sight was deteriating daily. I only wore readers at that time. I was at the point I couldn't read anything and watching T.v. was becoming challenging. When I arrived I was informed my insurance was not excepted. I considered my condition an emergency situation and agreed to pay out of pocket. I explained all the changes my body had been going though the past month or so. Throughout my exam the doctor kept stressing that he hoped that he could help due to the fact I waited a month before came in. Was literally cheering me on to try harder when I couldn't see the letters on the chart. He said I had pressure on my eyes and gave me drops that added $35. Told me to come back in 2 weeks and pay another $75 to have him pressure check my eyes. I was able to take advantage of the 2 for 88 since I was paying full price. I chose 2 frames and then was told I needed to choose plastic frames due to my bifocals. I liked the frames I picked out and didn't want plastic frames. I asked if I HAD to swap and she said no but that I wouldn't like the way my lenses would fit in the wire frames. I kept the wire ones. I informed her that I did not want the protection plan. I paid and left. I had shoulder surgery a week later and with that blood work learned my sugar level was in the 500s. That explained every symptom I was experiencing. I returned to EGW and they said I would have to pay for new exam and lenses but could use my existing frames. Guarantee states if my prescription changes you will replace lenses at no charge.when I could finally see and read my receipt I was charged for the protection plan for 2 pair. I have since used a different establishment and have new glasses now and all was covered by my insurance with 0 out of pocket. I'm out $335.90.
Business Response
Date: 05/22/2023
Dear *******************,

*************** to the BBB Consumer Complaint #********, filed by ***********************************. We certainly apologize for the experience ****************** had at our ******, ** location.

I have spoken to the store manager, *****, and addressed ******************** concerns.Generally our refund/remake policy is 30 days from the date of purchase.However considering the circumstances, ***** is happy to refund ****************** for the glasses purchase including the protection plan. Please have ****************** return to the vision center with her glasses and debit card, ask for *****, and h*** get her all taken care of. ****************** may want to call ahead of time to make sure ***** will be there, the store phone is **************. He is expecting her call.

In regards to the doctor **** fee, Doctor ******************* is independent. Meaning we dont have her payment on file for the **** since their point of sale system is separate from ours. Therefore we are unable to refund for the **** on our side.****************** can contact where the doctor is employed through for an **** refund inquiry, *********** Optometry **************.

******************* complaint has been received and documented at our corporate office where it will be kept on file. Once again I do apologize to ******************. If I can be of further assistance, please feel free to contact me.

Sincerely,

*******
Customer Care
Initial Complaint
Date:01/23/2023
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.
In March of 2022 my wife and I ordered sun glasses from them. They incorrectly made the glasses several times. We requested a refund and was issued a refund. They refuse to issue a refund to the insurance company causing problems with the benefits to other reputable establishments. I have called for close to a year now to get this resolved and continue to get told it has been sent, but they refuse to give me any information and after speaking with their corporate office it was determined that that was false. No payment has been sent. This is going on a year now.
Business Response
Date: 01/23/2023
Hello,
I see the date of service was 3/12/2022 and the return was on 3/23/2022. Our check number ******* for $220 was sent to ********* to have benefits reinstated. Upon working with out Accounts Payable, we found that the check has not been cashed. I called Southland at ************ and spoke with ******. She asked me to reissue the check to Southland. ***************************************************; Claim number for ******* is 220845169L and claim number for ******** is 220845170L for $110 each. This check will mail out ASAP to Southland. I can be reached at ************ directly with any further questions.
Best,
****
Customer Answer
Date: 01/23/2023

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:12/31/2022
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 December 29, 2022 I brought in a pair of frames because one of the screws fell out. I purchased a eye glass repair kit, but the screws it came with did not fit. As a repeat customer I figured I could get them fixed at the ***********, ** location where none other then the Area Manager ****** assisted me. I'm grateful he was able to fix the lost screws in the arm, however while he was fixing them he somehow snapped the we're frases at the bridge on one side & won't do anything to fix them besides giving the info of a repair shop that wants $40-60 to well the bridge back in place. At no point did he tell me that he & or the company would not be responsible should anything happen to the frames while in their care. I reached out to another location & was told that if that had happened there they would have come up with a resolution being they broke the frases & suggested I call & speak to that stores general manager which come to find out was the person who broke the glasses. I've also called a few other comoanies & ran the situation by *********** all said the same thing, they would have found a solution right then & there. I do not see how I am responsible for getting the frases fixed out of pocket, when again no statment of liabikity was made to me nor was anything posted about not being responsible for any damage caused while in their care. He did not seem to care that I was leaving a review let alone that as of now they have lost not only myself, but 3 other family members that do business at his location. Hooefully this reaches someone in the corporate office & that they care enough to ****** the situation. As for now I have no trust or faith in the business practices of Eyeglass world & can not believe that is how a GM would treat a long time repeat customer.
Business Response
Date: 01/23/2023
Dear Customer Relations Department:

In response to the Better Business Bureau complaint filed by Raid Taila; complaint ID *********** sincerely regret any lack of service and/or product damages ************** has incurred when he visited our ***********, ** vision center for eyewear repairs.

The vision center manager has contacted ************** and is working with to provide ************** with a satisfactory resolution. The customer is due to return to the ********************** center with his partners eyeglasses for further assistance.

***************** concerns have been discussed with the store manager, and we are confident a satisfactory outcome will be achieved. If the customer has any further questions or concerns,he is welcome to contact ************* at: ************** for further assistance.

Thank you for your time and mediation.

Violet
*************
**********************
Initial Complaint
Date:10/12/2022
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.
on 6/29/2022 i order my 2 pair of glasses they came in a month later and i used them and after 2 and a half months later cant see out of them went back to store and said look there all hazy cant see out of them she try to clean them did not help she called someone else over and said it must be the way i clean them i said i used cold water and t-shirt the same way i have fore last 30 years she said no your t-shirt did it ihad to go to another eye glass place and hav them look at them and they said it not from your t-shirt they never seen anything like that before i went to ******* optical **** *************.******* and order a new pair of glasses
Business Response
Date: 10/14/2022
Dear ************:
In response to the Better Business Bureau complaint filed by ******************; customer complaint #********. We apologize for any service/eyeglass issues Mr. ******* has encountered with his eyeglasses.
Mr. ******* purchased his eyeglasses on 06/29/2022. His lenses were ordered with the anti-reflective coating on them and if they are not cleaned properly then there is a chance they will scratch and appear to be hazy. According to the notes made by the store associate who spoke with him on 10/12, the customer said that he cleans his lenses with his t-shirt.
Lenses with anti-glare coating on them cannot be cleared with shirt, they must be cleaned while wet with a nonastringent cleaner or with a cloth.
The customer did not buy the Product Protection Plan, which is offered to him at the time of the purchase. The eyeglasses are no longer under warranty at this time. This Product Protection Plan would have allowed him a free replacement. I have contacted the manager on duty to discuss his concerns. If Mr. ******* would like to buy the warranty he may contact, or return to the vision center to purchase the Product Protection Plan (which we normally only sell along with the purchase),and if he chooses to purchase it we will remake the lenses for him at no extra cost.Its also advisable that he aska the manager on duty how it's best to clean the lenses going forward.

We thank Mr. ******* for his time and patronage and we appreciate him allowing us to service his eyewear needs. If he has any further questions or concerns, he may contact ************* at: **************.

Thank you for your time and mediation.

Violet/ *************
Customer Answer
Date: 10/14/2022
That's not why the lenses are hated over I ******************* glasses for 30 years and eye care my hole life with a lazy eye and surgery these glasses are defective and I already had to buy another pair at another eye glass store and they said it was not from the way there were cleaned I would like my refund they can have there glasses back. Thank you *********************;
Business Response
Date: 10/18/2022
Dear ************:

In response to the Better Business Bureau complaint filed by ******************;customer complaint #********. Once again, we would like to apologize to Mr. ******* for his dissatisfaction with the eyeglasses that were purchased on 05/03/2022. The customer has been wearing the ************************ and we did not hear from him until last week with any concerns. We do offer 30 days from the date of the purchase to request a refund for any reason. At this point we are unable to process a refund , as it has been five months since the purchase date.
Thank you again for your time and mediation.

Violet
Customer Care
America's Best Contacts and Eyeglasses
Customer Answer
Date: 10/18/2022
i did not order my glasses till 6/29/ 2022 and they took 4 week to get them after they said they were behind here is my proof i did not have them for 5 months i had them 2 month and they are junk and i had to order my new pair from a different eye place and they told me that they never saw anything like that i just wont my refund they can have there glasses thank you ! ***********************
Business Response
Date: 10/20/2022

We have processed a refund for *************************** for his 06/29/2022 purchase; he does not need to return the eyeglasses. Going forward, we would like to reiterate that all refund requests are processed within 30 days form the purchase date. Mr. ********* refund will be posted back to his debit card (the same card he paid with) in aprox **** business days.
Thank you.
Customer Care

Customer Answer
Date: 10/20/2022

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:08/08/2022
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:
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I went into the store on ********************************** ************, on Saturday Aug 6th and ask to order a new pair of glasses I was told my prescription had expired and I would need to schedule an eye appointment and they would hold the glasses I wanted to order. the salesperson person put my name the glasses and schedule the appointment for the following Monday While sitting In the store I received the confirmation txt to my phone for my appointment When I got to the store at 10:15 for my 10:30 appointment I was told there was no appointment scheduled for me and that I would not be seen I showed the receptionist my phone where there was clearly an appointment schedule from eyeglass world and the glasses they were holding for me were there with my full name With her hand writing on them and she just shrugs her shoulder No apologies or accommodations offered for what was obviously their mistake And I know I can take my business elsewhere which Ill probably do but this location is convenient for me or I would not have chosen this location in the first place So its completely rude and inconsiderate to be so dismissive to customers and their time Im not sure what a resolution would be but but I would certainly like my complaint heard and acknowledge by eyeglass world *********** and at least an apology for this rude and inconsiderate treatment and service Thank you *************************
Business Response
Date: 08/11/2022

Dear ************:

In response to the Better Business Bureau complaint filed by *************************;complaint #********. We sincerely apologize to ****************** for any appointment scheduling/service issues she has incurred at our Castleton, IN vision center. Our system indicates that ****************** had an appointment scheduled for on 08/08/2022 and we attempted to confirm it on 08/06/2022 at 12:11pm. Our system also indicates that her appointment was cancelled by the customer on 08/06/22 at ******. The appointment was cancelled and we sent the customer as well.
Once again, we do apologize for any misunderstandings and we value all of our customersbusiness. We welcome ****************** back into any one of our vision centers, so that we may service her eyewear needs. If she would like to return to this location the manager will gladly give the customer a call and assist her going forward.
If ****************** has any further questions or concerns she may contact our ************************ at: **************.

Thank you for your time and mediation.

Violet
Customer Care
**********************

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Eyeglass World is NOT a BBB Accredited Business.