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Business Profile

Optician

Eye Express Optical

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Optician.

Complaints

Customer Complaints Summary

  • 2 total complaints 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:09/16/2024

    Type:Service or Repair 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.
    Me and my son came into this optical to get glasses but me and my son have been waiting for one month and a half all because we have ******** and their excuse is the healthcare portal is down which I find it hard to believe. I dont think **************** is going to be down for a whole month, knowing that there are other people waiting for the same result as Im waiting for. this is not the first incurrence that I dealt with in this optical. Theyve been doing this to their customers, and I dont know if its a vendetta or some kind of revenge or I really dont know but all I know is I really would like for my glasses to be ready because I need to see and so does my son and I feel like this is very crazy that I will have to go through this.

    Business Response

    Date: 09/16/2024

    Dear *** ************* sincerely apologize for any frustration or inconvenience you have experienced with your recent order. Please allow us to clarify the situation regarding the delay in receiving your glasses.
    Our office is currently undergoing a recertification process with ********************* and while we have promptly submitted all the necessary paperwork, the Eyemed portal has not yet been updated to reflect our status. This delay is out of our control, as it depends on how quickly New York State updates the provider information in the Eyemed system.
    We understand the importance of your eyewear and have been in regular contact with Eyemed, calling multiple times a day, to stay informed of any changes or updates. However, at this time, we are still awaiting confirmation on our recertification status.
    If you would prefer, you are more than welcome to pick up your prescription from our office and have your glasses filled at another location of your choice. We want to ensure that you receive the care and products you need as quickly as possible.
    Please rest assured that our goal is not to inconvenience you, and we are doing everything within our power to expedite this process. We greatly appreciate your patience and understanding during this time. Should you have any further questions or require additional assistance, please feel free to contact us.

    Sincerely,
    Eye Express Optical Staff

    Customer Answer

    Date: 09/18/2024

    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:
    I cant go to another optical because I already did my yearly  eye exam and if I go to another place, then I will have to pay out-of-pocket for glasses when these glasses from this place is free so I would love to know why knowing that other places that have optical needs dont have this problem, but this place I need this place to be investigated and I want my problem to be resolved from this place because I cannot go to another place or else I will have to pay out-of-pocket which I shouldnt have to pay out-of-pocket knowing that I have city insurance, which is health and ******** thank you 

     

     

     

     

    In order for the BBB to appropriately process your response, you MUST answer the question above.


    Sincerely,

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




     

    Business Response

    Date: 09/30/2024

    Our office is currently experiencing issues with ******, the company that handles claims with Health *************** which is why we havent been able to submit your order yet. We call them daily and they have not resolved the problem on their end. However, you can request a copy of your prescription and take it to another optical provider that accepts your insurance. Rest assured, we have not billed you or your insurance for any glasses, so your benefits are still available. You can request your prescription, in person or via our website. I hope this gives you clarification on whats going on because your accusations dont make any sense. 

    Customer Answer

    Date: 10/01/2024

    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 and the matter has been resolved.

    Sincerely,

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



     

  • Initial Complaint

    Date:08/30/2023

    Type:Service or Repair 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 got a eye glasses prescription from this place in the Bronx, on 8/08/2023 and I pay ****** plus $10.00 extra for delivery to my house in ********* **. I have been calling that office number for the last 7 days and nobody answered my calls, I left messages and nobody called me back

    Customer Answer

    Date: 09/24/2023

    Better Business Bureau:

    At this time, my complaint, ID ******** regarding Eye Express Optical has been resolved.

    (By clicking "OK", your complaint will be closed as Resolved.)


    Sincerely,

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

Eye Express Optical is NOT a BBB Accredited Business.

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