Complaints

This profile includes complaints for Smart Eyecare Center of Farmingdale's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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Smart Eyecare Center of Farmingdale has 3 locations, listed below.

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  Smart Eyecare Center of Farmingdale

  484 Maine Ave Farmingdale, ME 04344-0002

• 

  Smart Eyecare Center of Farmingdale

  824 Stillwater Ave Bangor, ME 04401-3614

• 

  Smart Eyecare Center of Farmingdale

  255 Western Ave Sidney, ME 04330-4933

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:05/19/2025

  Type:Sales and Advertising 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.

  After paying for my eye examination, the prescription provided did not contain the "PD" measurements, required to enable me to shop around for the best price for new prescription glasses. The store manager informed me that I would have to pay $50.00 to get that information. What good is a partial prescription? The firm is not conducting business in good faith, and maybe violating consumer protection laws.

  Business Response

  Date: 05/20/2025

  We appreciate the opportunity to respond to this matter and to clarify an important point regarding pupillary distance (PD) measurements.
  
  In the state of *****, pupillary distance is not a required component of a prescription by an optometrist for eyeglasses under current state or federal law. A PD measurement is not part of a ********************** but is instead a dispensing measurement traditionally taken by a licensed optician when fitting and ordering glasses. It ensures that lenses are properly aligned with the wearers pupils for optimal vision and comfort.
  
  When eyewear is purchased in person, this measurement is taken during the fitting process by the optician. However, when glasses are purchased online, the consumer often forgoes the services of an optician. As a result,most online eyewear retailers provide step-by-step instructions or tools to help consumers measure their own PD at home.
  
  We always strive to provide clear communication and excellent care to our patients. While we are happy to explain how PD is used and where it can be obtained, it is not legally mandated to be included in the prescription provided after an eye exam.
  
  Thank you for allowing us the opportunity to clarify this matter.

• Initial Complaint

  Date:05/23/2023

  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.

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  *************************

  Business Response

  Date: 06/02/2023

  Good Morning,

        I am the Office Manager at Smart ******** in Farmingdale Me. I called ******************** on 05/23/2023 and left him a voice mail to address a voice mail he left at our office that was full of profanity and demands. He returned my call and he shared that he has an issue with his glasses, and he had attempted to get some assistance at both our Farmingdale and Augusta locations. His frame was adjusted by our Opticians, and it was suggested that he give them a try and see if the adjustments helped. ******************** stated that it did not help, and he wanted a refund. I explained that he purchased these glasses in August of 2022 and our return policy and restyle policy had long passed. I offered him a variety of ways we could help him gain the vision he was looking for, but a progressive lens may not be the best fit for him at his workstation. He agreed and followed up with questions regarding the other options. Our conversation was relatively pleasant, and he was receptive to my thoughts and suggestions. He asked if I could schedule him for a visit with the provider in the office he had been seeing. I asked him if scheduling in this office what was he truly wanted to do and he said yes. I asked him if we could discuss this complaint he wrote. he had a series of apologies and stated that he wrote this complaint in a moment of frustration and that he would be removing it. I reminded ******************** that he stated no one ever called him back, but that could not be accurate as he had two scheduled RX checks with his provider to look at his glasses and prescription to ensure everything was correct and he did not show to either of these appointments. Without his cooperation in this matter, I could not address his concerns if he was not willing to come into the office. He asked if I could be available that same day and he would be in on his lunch break. I changed up my schedule to accommodate his lunch hour and worked directly with him. He stated he appreciated the help and we came up with a game plan moving forward. Currently ******************** has an appointment scheduled with us and to my knowledge we have resolved his concerns. 

  Thank you,

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