Complaints

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:12/16/2024

  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.

  On July went to put prescription to a pair eye glasses that I have , well the owner said was better to purchase a new pair because they have a big sale. I chose two pair of new frames one pair ***** **** and a black pair with no name , was a total of $645 and change I really dont have a receipt because these days no body gives you a receipt . I pick up ***** **** a week later and the black pair wasnt ready. I week later I pick up the other pair, After wearing the black pair for a day, the Lences where loose and coming off , I bring to them and they will fix them , Two weeks later still no glasses finally they said the will give a new pair because the other pair they couldnt fixed and to stop an pick a new pair, I went a pick a pair from a box that give me to pick where non of those frames where good but a pick one pair because I have no choice . Finally a week later pick up tha new pair , I can wear those frames because gives me a headache and makes me dizzy and hurts my eyes. I went to them again they said will ask the optician to check that prescription, the optician calls me and said to pick up the glasses because is nothing wrong with that prescription, they already give me a new pair and theirs nothin they can do for me , they still have my glasses, I said if they can fix it I would like my money, and they said please pick up your glasses because is no refund. Now ***** **** I have bring them to them to tighten around 3 times because glasses are to loose , and so many times that they been adjust now one of the lenses is cracked and is peeling on the corner by the nose . I call today to ask if can send a copy of my invoice because never give me one , today o found out how much a paid .. all I would like to get from them is a refund for the glasses that they have, because they said they cant fix and I cant wear because hurts my eyes and gives me a headache..

  Business Response

  Date: 01/07/2025

    ********** ******* 
  ************************
  ********** *** *****
     ************
  
  Dear BBB Representative,

  
  Thank you for forwarding ****** *********** feedback!
  At Hicksville Optical, we deeply value our customers and are committed to going above and beyond to meet their needs. We continually strive to exceed expectations by delivering exceptional quality, personalized service, and prompt solutions. We take all complaints/feedback seriously, and we would like to offer our clarifications on this matter.
  
  ****** bought two pairs of glasses from us, one of the ***** **** brand and another at a discounted price. She agreed to buy a second pair, but she was not forced to. Both pairs were purchased using the same prescription. For your information, ****** is using an old prescription from 11/22/2016 brought to our office from a different doctor. She mentioned that she's fine and comfortable with it and prefers not to get a new eye exam done. 
  She initially reported an issue with the second pair, stating that the frame made a cracking noise. To ensure her satisfaction, we offered to replace the Complete Pair(frame and lenses) with a new one at no cost. At that time, ****** was offered an array of Eyeglass frames to choose from. She picked up a pair at her discretion and was happy with the replacement pair.
                                    Everything was fine and the chapter was closed.
  
  However, the customer reached out after some time with additional concerns. These concerns were irrelevant because the new replacement pair given to her had the same Rx as the original pair and Her 1st Pair - ***** ****. We have quality control with our labs and before the patients are notified to collect their order, the Rx are checked at various steps.
  She had a chief complaint that the 2nd replacement pair made her dizzy. That claim is again irrelevant because she agreed that the First Pair(***** ****) pair is fine. We asked her to drop off the pair to double-check the prescription. The prescription was checked by our lab and  Licensed Opticians - there is NO discrepancy in the *** Both the new pair (replacement) and the ***** **** pair have the exact same prescription.
  In the optical industry, similar types of Single Vision Prescription lenses will have the same refractive state. There is no possibility that 1 pair makes her dizzy and the other pair is fine. We believe that she is looking for another free replacement and these are merely excuses.

  
  We have acted in good faith by addressing the original problem to her satisfaction. Still, we encouraged her to revisit the store to consult with our optician so we could address her new concerns. Unfortunately, she declined citing her busy schedule at work, leaving us no further opportunity to assist her. 
  We appreciate the opportunity to share our perspective on this matter. Should you require additional details or documentation, please feel free to contact us.
                                                                                                      
  
                                                                             
  

  
  

  Customer Answer

  Date: 01/09/2025

  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 calm business and spoke with a guy that have never met , and threatened me to go my house and drop my glasses because all a was looking for a pair of free glasses, jus to be clear a paid for the pair of glasses that they can make ii right . All a said was that would like my money back because they fail to do the right thing with me v

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