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Business Profile

Optician

Pro-Optical
BBB accredited business seal
BBB Accredited BusinessA-Rated by BBB

Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 1 complaint 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:09/30/2024

    Type:Product 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 purchased frames and lenses at Pro Optical. Apparently without my understanding they sold me the lowest quality lenses. So I paid an additional $150 to upgrade them. When I went in in August to have the plastic frames reshaped, Pro Optical melted my lenses so they had to be replaced. In September, when I saw my eye doctor, he told me my lenses did not have the Blue Block feature which frustrated me because I know I had paid extra for that feature. When I went back to Pro Optical, I asked to return the lenses. Of the $305 I spent on lenses, they only returned $255 because they said I have to pay for the restocking fee because I've had the lenses changed so much. The Blue Block feature alone costs $40.00. **** the manager is a nice person, but nothing every went right or correctly in all of my dealings with them. I am frustrated that they sold me lenses that didn't have everything I paid for and they refused to give me all of my money back.

    Business Response

    Date: 10/07/2024

    I certainly understand ******* frustration. We had some miscommunications on our end and I tried everything I could to make her happy, including giving her a free set of lenses to take on a trip with her since hers had to be reordered and would not be in in time. That situation was a result of one of our employee's unfortunately damaging a lens that was in her frame. I will refund ***** the $50 she is seeking and in hopes of regaining her trust as a customer someday. My apologies to ***** to for the inconvenience that we have cost her with her glasses. 

     

     

    Customer Answer

    Date: 10/09/2024

     
    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. I very much appreciate their plan to reimburse me the $50.00, and I have appreciated how calm and even **** **** has been through all my troubles.

    Sincerely,

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

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