Complaints

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

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  SVS Vision Optical Centers

  1507 W 81st Ave Merrillville, IN 46410

• 

  SVS Vision Optical Centers

  118 Cass Ave Mount Clemens, MI 48043-2204

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:04/02/2025

  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 went for an eye exam for glasses and contacts and the prescription isn't correct and 2 attempts were made for contacts and glasses to fix it and i still can't see properly! I have tried to work with them and i contacted the corporate office and was assured i woykd recieve a call back on 3/31/2025 and i never did so i called back today and was assured again someone would call and still no call back.. i want a refund because i have not recieved glasses that i can use and i paud them $182

  Customer Answer

  Date: 04/03/2025

  
  Good morning, yes they called and stated they refunded me my money. So you can close the case. I will reopen the case if the resolution does not go through. Thank you for your time.
  
  ******* Mejia 
  

  
  

• Initial Complaint

  Date:09/11/2024

  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'm having an issue with SVS Vision. Every year I take my daughter to ****************** for her exam because my daughter's vision is not the best. I always bring the prescription to SVS Vision to purchase frames and lens. Last year 5/2/2023 I had SVS Vision make some glasses for my daughter. The prescription that was put in my daughter's glasses were wrong and I only found out because the Macomb County Health Department came to her school to give the kids eye exams. When I took the paperwork to SVS Vision I was told to pick out new frames and they would correct them for me, and it would take 7 days for them to come back. Well on the 7th day I was told I had to buy the frames. My daughter only has 1 pair of glasses and if I do that, she wont have glasses for a week

  Business Response

  Date: 09/12/2024

  To Whom It May Concern,
  
  On 05/02/23 ****** ***** ordered a complete pair of glasses with an outside doctor prescription at our SVS Vision Eastpointe location. On 05/22/24, a year later, ****** ****** (Mother) contacted our Eastpointe location by phone and spoke to an optician, making her aware that her daughter ****** did not pass her school's vision screening. On 08/29/24 three months later, ****** took her daughter's glasses into our ********** location to have the prescription checked. The right lens was off by 2 quarter diopters in the sphere. SVS Vision offered to replace the lenses at no cost with the correct prescription. ****** rejected the offer and was requesting a complete pair of glasses at no charge. On 09/06//24 our ************* Manager reached out to our Office Manager of our ********** location and agreed to replace the lenses in the pair purchased on 05/02/23 with the updated prescription from 05/17/24 so that this would give the patient a backup pair of glasses. On 09/10/24 our Office Manager spoke to ****** and did let her know what our new offer was. ****** refused this offer and stated that her daughter cannot be without glasses. On 09/11/24 our ************* Manager reached out to ****** apologizing for the inconvenience and letting her know that ****** is eligible for her frame and lens benefit through her vision insurance. It was explained that since ****** cannot go without her glasses, she can get a pair through her vision insurance, and we will replace the lenses in the 05/02/23 pair after the new pair comes in. ****** stated that she was going to file a complaint against SVS Vision since this was all that we were going to offer. It was explained to ****** that the offer will be valid until the end of the business day 10/11/24. SVS Vision did offer to correct our mistake, and the offer was rejected.
  
  

  Customer Answer

  Date: 09/16/2024

   I am rejecting this response because

  The Health Department came to ************** until April 18, 2024. I took ****** back to the eye doctor May 17, 2024. I explained to the store manager that I wasnt able to come in sooner because I had an accident and had emergency surgery to put a rod in my leg and a plate in my ankle. Im still recovering as we speak. When I reached out to the store manager I made her fully aware of my situation and explained to her that I was trying to get her glasses corrected before school start back. She offered on behalf of SVS Vision to let ****** pick out another pair of  frames that SVS Vision would cover for the inconvenience caused by their mistake. I never offered or agreed to pay. ****** picked frames and we was told that her glasses would be back in 7 days. Well in 7 days she called me back to tell me that ****** had frame coverage available threw her insurance (which we have never used in all the years we have been customers there). I always pay cash for all our glasses including the extras that we have added on. On 8/29/2024 I was offered a pair of glasses at no cost. I agreed that once she got the new glasses I would pay to have the correct lens put in the old frames.On 9/6/2024 I was told that the glasses were not ordered. I told them I was going to file a complaint because the only option I was given was to correct the glasses that ****** is already wearing (which would leave her with none for at least 7 days) on 9/11/2024 if I didnt allow them to bill insurance.I have attached the paperwork to confirm the facts that I am stating concerning this situation. Ive noticed that after this complaint they have now offered to order the lens and replace them without ****** going without glasses. This was not an option given to me when the problem was first presented. I am very disappointed in the lack of empathy in this situation because I have very loyal customer to SVS **********************. 

  
  

  Business Response

  Date: 09/17/2024

  To Whom It May Concern,
  
  On 09/13/2024 our ************* Manager did reach out to speak with ****** ****** (Mom to patient). We did offer to replace ******** lenses without her having to send the frame in. SVS Vision prefers to send the frame in to our lab to guarantee a perfect cut and fit. ****** ****** agreed to have just the lenses ordered and our Eastpointe location will notify her when they arrive. The ********** location will swap the lenses at dispense. 

  Thank you. 

• Initial Complaint

  Date:06/20/2023

  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.

  Date started July 2022. Now my story with my glasses goes as follows......I was sold glasses from the trunk sale that were too small. Of course I didn't know this as they ******* trying them on to purchase.I kept going back asking them to fix them because they kept falling off my face. All they did was adjust them to the point they were digging in my skin. I finally spoke to the manager who immediately saw the problem. She changed them out after getting permission because they said it's close to my warranty being up. However, I paid cash for my glasses but I was also warned that I couldn't change the 2 pair. Now the 2nd pair are to big because they sit on my cheeks and now my face hurts because I have a line on my cheeks everytime I take my glasses off..VERY DISAPPOINTED SPENDING MY CASH WITH NO KIND OF REFUND OR DIFFERENT GLASSES. MY FAULT FOR RETURNING TO GIVE THEM A 2ND CHANCE. ALL I WAS HOPING FOR WAS ANOTHER PAIR OF GLASSES THAT FIT WITHOUT PAIN.

  Business Response

  Date: 06/22/2023

  To whom it may ************************************************ was seen for an eye exam at SVS Vision on 5/12/2022 at our ****************** location. On 05/13/2022 she came in and ordered 2 pair of glasses. The first pair was a ***** ***** frame and the second pair were a Guess Sunglass **** frame. On 03/21/2023 ***** called our ****************** location with concerns. She stated that the pair that she purchased from our Trunk Show frames (***** *****) was constantly needing adjustments. One of the employees from that location took her concerns to the Office Manager and the Office Manager reached out to the patient on 03/23/2023 offering a reselection under our 70% off warranty cost, since it was 10 months after the purchase. On 04/10/2023 ***** came into our ****************** location to meet up with the Office Manager. Our Office Manager decided to go ahead and replace her glasses by letting her reselect at no charge. ***** picked up the reselected pair on 04/20/2023. We received a call in our ************************ on 04/26/2023 with the same exact concerns with her second pair (Guess Sunglasses ****). There were no notes or conversation of patient having this concerns with her  second pair until 04/26/2023. We offered the patient a reselection using our 70% off warranty cost and let her know that the warranty on the glasses will expire 06/24/2023. The patient declined this offer on 05/26/2023. 

  Warranty: SVS Vision Eyewear Warranty: Enjoy the comfort of knowing you have a full year of protection on your new pair of SVS Vision eyeglasses If you damage or break your glasses, lenses, and the frames at any time in the first year, SVS Vision will replace the parts or complete pair for 70% off the retail price. Just bring in your broken or damaged glasses and we'll get to work to get you seeing again. SVS Vision will replace your eyewear with the same or equivalent product. If the original product is not available, you may restyle into an equivalent valued product. The warranty is not applicable on industrial safety eyewear. Warranty does not cover loss or theft. Warranty may not be combined with other discounts, promotions, or insurance plans.

  45 Day Policy: Your satisfaction is our ultimate goal. Thats why we offer our exclusive 45-Day Gotta Love Em Guarantee. If for some reason you feel you really wanted something different, dont worry! Just return your glasses in original condition within *********************************************** refund your purchase.

  Customer Answer

  Date: 07/05/2023

  Hello,
   I would like to continue with my complaint regarding SVS Vision regarding my glasses. 
  Date started July 2022. Now my story with my glasses goes as follows......I was sold glasses from the trunk sale that were too small. Of course I didn't know this as they ******* trying them on to purchase. I kept going back asking them to fix them because they kept falling off my face. All they did was adjust them to the point they were digging in my skin. nobody actually took the time to see what the problem was until i ask for a manager. I finally spoke to the manager who immediately saw the problem. She changed them out after getting permission because they said it's close to my warranty being up. My concern isn't about the warranty its about customer service, the person who sold me the glasses not seeing they were to small. I guess it was about the sale. However, I paid cash for my glasses but I was also warned that I couldn't change the 2 pair due to warranty time frame. Now the 2nd pair are to big because they sit on my cheeks and now my face hurts because I have a line on my cheeks everytime I take my glasses off.. I was told by another company that when getting plastic frames and the lenses are put in they tend to sit heavier which prompted me to reach back out to the manager at SVS Vision. She told me that unfortunately she couldn't exchange them out but she tried asking again but they declined. 
  I'M VERY DISAPPOINTED SPENDING MY CASH WITH NO KIND OF REFUND OR DIFFERENT GLASSES. MY FAULT FOR RETURNING TO GIVE THEM A 2ND CHANCE. ALL I WAS HOPING FOR WAS ANOTHER PAIR OF GLASSES THAT FIT WITHOUT PAIN.
  IF BBB CAN HELP ME I WOULD GREATLY APPRECIATE YOUR HELP. 
  
  THANK YOU, 
  ************************;
  

  
  

  Business Response

  Date: 07/26/2023

  To whom it may ************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************** was seen for an eye exam at SVS Vision on 5/12/2022 at our ****************** location. On 05/13/2022 she came in and ordered 2 pair of glasses. The first pair was a ***** ***** frame, and the second pair were a Guess Sunglass **** frame. On 03/21/2023 ***** called our ****************** location with concerns. She stated that the pair that she purchased from our Trunk Show frames (***** *****) was constantly needing adjustments. One of the employees from that location took her concerns to the Office Manager and the Office Manager reached out to the patient on 03/23/2023 offering a reselection under our 70% off warranty cost, since it was 10 months after the purchase. On 04/10/2023 ***** came into our ****************** location to meet up with the Office Manager. Our Office Manager decided to go ahead and replace her glasses by letting her re-select at no charge. ***** picked up the reselected pair on 04/20/2023. We received a call in our ************************ on 04/26/2023 with the same exact concerns with her second pair (Guess Sunglasses ****). There were no notes or conversation of patient having these concerns with her second pair until 04/26/2023. We offered the patient a reselection using our 70% off warranty cost and let her know that the warranty on the glasses will expire 06/24/2023. The patient declined this offer on 05/26/2023.
   
  Warranty: SVS Vision Eyewear Warranty: Enjoy the comfort of knowing you have a full year of protection on your new pair of SVS Vision eyeglasses If you damage or break your glasses, lenses, and the frames at any time in the first year, SVS Vision will replace the parts or complete pair for 70% off the retail price. Just bring in your broken or damaged glasses and we'll get to work to get you seeing again. SVS Vision will replace your eyewear with the same or equivalent product. If the original product is not available, you may restyle into an equivalent valued product. The warranty is not applicable on industrial safety eyewear. The warranty does not cover loss or theft. Warranty may not be combined with other discounts, promotions, or insurance plans.
   
  45 Day Policy: Your satisfaction is our ultimate goal. Thats why we offer our exclusive 45-Day Gotta Love Em Guarantee. If for some reason you feel you really wanted something different, dont worry!Tell us why here...

  Customer Answer

  Date: 08/09/2023

  See attached response.

  Business Response

  Date: 08/17/2023

  To whom it may ****************************************************** was seen for an eye exam at SVS Vision on 5/12/2022 at our ****************** location. On 05/13/2022 she came in and ordered 2 pair of glasses. The first pair was a ***** ***** frame and the second pair were a Guess Sunglass **** frame. On 03/21/2023 ***** called our ****************** location with concerns. She stated that the pair that she purchased from our Trunk Show frames (***** *****) was constantly needing adjustments. One of the employees from that location took her concerns to the Office Manager and the Office Manager reached out to the patient on 03/23/2023 offering a reselection under our 70% off warranty cost, since it was 10 months after the purchase. On 04/10/2023 ***** came into our ****************** location to meet up with the Office Manager. Our Office Manager decided to go ahead and replace her glasses by letting her reselect at no charge. ***** picked up the reselected pair on 04/20/2023. We received a call in our ************************ on 04/26/2023 with the same exact concerns with her second pair (Guess Sunglasses ****). There were no notes or conversation of patient having this concerns with her  second pair until 04/26/2023. We offered the patient a reselection using our 70% off warranty cost and let her know that the warranty on the glasses will expire 06/24/2023. The patient declined this offer on 05/26/2023. 
  
  Warranty: SVS Vision Eyewear Warranty: Enjoy the comfort of knowing you have a full year of protection on your new pair of SVS Vision eyeglasses If you damage or break your glasses, lenses, and the frames at any time in the first year, SVS Vision will replace the parts or complete pair for 70% off the retail price. Just bring in your broken or damaged glasses and we'll get to work to get you seeing again. SVS Vision will replace your eyewear with the same or equivalent product. If the original product is not available, you may restyle into an equivalent valued product. The warranty is not applicable on industrial safety eyewear. Warranty does not cover loss or theft. Warranty may not be combined with other discounts, promotions, or insurance plans.
  
  45 Day Policy: Your satisfaction is our ultimate goal. Thats why we offer our exclusive 45-Day Gotta Love Em Guarantee. If for some reason you feel you really wanted something different, dont worry! Just return your glasses in original condition within *********************************************** refund your purchase. us why here...

• Initial Complaint

  Date:03/30/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 initial contact with the *** Vision Optical Center in Woodhaven occurred after seeking a location that handles contacts for those persons with keratoconus. I contacted the Woodhaven *** Vision location and spoke with ******. At the time of my phone conversation with ******, I was told that their location did exams for keratoconus and that they had an appointment available on 3/28/2023 at 11:15. I arrived at 11:10 and had my 5-month-old grandson with me. ****** the *** Vision associate told me that the cost for the exam for keratoconus would include a fitting cost and would have to pay at the time of the exam. Within minutes of being told this, I was told to go to with doctor (I believe, ******************) and I asked him, "can I please hold off on getting the eye exam for the keratoconus contacts"...and he replied, "oh...we don't do that here at this location but I'd be happy to provide to you a referral..." and I was in calm but confused. After the exam for regular glasses, I returned to speak to ****** and she pretended and acted as though she was in shock, disturbed, and as though I might harm her in some way. Two other associates stood by looking on. After 2 minutes of looking at each other, I was asked if I were going to get eyeglasses and so I asked if they had ***** and was shown the designer brand of ***** glasses that they had. I went on to be seated and at which time I showed the other associate my glasses that I already had of the ***** designer brand and asked if I could just have the lens replaced in them. The associate replied, "sure" and so I pulled them out of my purse, they had my grandson's cookie crumbs on them so I asked her if she could clean them. The associate returned them whitened out on the side/discolored/damaged. I didn't want to cause a sense and returned home to contact their corporate office. I spoke to someone at their ************ and was told there was nothing they could do.