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Business Profile

Optometrist

Insight Eye Care
BBB accredited business seal
BBB Accredited BusinessA+Rated by BBB

Complaints

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

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    Customer Complaints Summary

    • 1 complaint in the last 3 years.
    • 0 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.

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    • Initial Complaint

      Date:04/04/2024

      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.
      On 12/11/2023 I paid Insight Eye Care $523.20 for a new pair of prescription glasses including frames. On 4/3/2024 they refunded me 50% of what I paid them because they couldn't make me a pair of glasses that I could see correctly out of. I wasn't given a choice in the matter as their office manager Danielle advised me that she had spoken with their owner and was told to refund me 50% of what I paid. They called it a "restocking fee".

      I've been wearing glasses for at least 50 years. This new prescription was just a slight adjustment from my current one. I should have been able to walk out of their store wearing the new glasses. The first time they gave me the glasses I couldn't see anything clearly, (near, intermediate, distance). They saw that they were not correct and sent them back to the lab for adjustment. The second time they gave me the glasses I could see clearly for distance but not near or intermediate so they decided that I should go to my eye doctor (different company) and have my prescription checked. I did and it was correct.

      The third time I went back to them they decided they were going to try a different brand/type of lenses. With those I could see distance and near but not intermediate which I need for my work (computer). I can see clearly with my current prescription (near, intermediate, distance) but not with the glasses they sold me.

      The fourth and last time I went in I spoke to their office manager Danielle and she told me that anything we did going forward was going to cost both them and me money. She went into the back room and when she came back she told me that the owner said to refund 50% of my money. No other options were given. I even asked if different frames would work and she said no. It was obvious they were done working with me.

      I would like all my money back as they helped me chose the frames knowing what my prescription looked like and they were unable to sell me glasses that I could see out of.

      Business Response

      Date: 04/23/2024

      This customer was refunded.  

      Customer Answer

      Date: 04/24/2024

      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. 



      Regards,


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








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