Complaints

This profile includes complaints for Fabulous Optical's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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Fabulous Optical has 5 locations, listed below.

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  Fabulous Optical

  14620 Jamaica Ave Jamaica, NY 11435-3628

• 

  Fabulous Optical

  12102 Liberty Ave S Richmond Hl, NY 11419-2112

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  Fabulous Optical

  9015 Queens Blvd Elmhurst, NY 11373-4900

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  Fabulous Optical

  8902 165th St Jamaica, NY 11432-5164

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  Fabulous Optical

  16111 Jamaica Ave Jamaica, NY 11432-6113

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:08/12/2022

  Type:Product 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.

  I paid for a tested pair of progressive lenses on May 22nd , 2022 costing $285 and provided my own frame.However, after receiving these glasses in June, I had several issues with using them. The focus for completely not properly aligned and I had problems properly seeing from them. I returned to the store on 3 occasions to have this rectified which they attempted to do. On the third occasion, I just decided to accept it as it is due to frustration. This was collected the end of June.After one month of using the glasses, the lens unknowing got scratched even though it's scratch resistant. I called the store on August 5th, to advise them of this and they requested for me to return the glasses to be repaired. I returned them on August 6th, 2022, and then told, to my surprise, by the supervisor '******' that the glasses have no scratch-resistant coating and I didn't pay for this!To my knowledge, these glasses came with predesigned scratch resistance and furthermore advised the supervisor that NO other offer was made for added scratch resistance when it was sold. She nonetheless promised to have the glasses repaired. I then received a call about 4 hours after and was told they cannot do anything. I was flabbergasted! I nonetheless returned disappointed to the store on August 8th, again, to uplift my glasses and voiced my dissatisfaction with the service offered to another supervisor. She promised to further assist to have the issue resolved. After calling on 3 occasions the next few days to get an update, someone by the name of **** called. He was very rude and obnoxious on the phone accusing me of purposely scratching the lenses! He further confirmed that the lenses are scratch-resistant contrary to what ****** had indicated but the scratches are irreparable. He rudely said he cannot and will not rectify the problem and I should uplift my glasses. I was deeply disappointed since the glasses are scratch resistant and got scratched in less than a month!

  Business Response

  Date: 08/31/2022

  Tell us why here...From: Fabulous Optical
  To: Better Business Bureau Serving Metropolitan ********           
  ID# ********
  To Better Business Bureau, 
           We at Fabulous Optical are contacting you regarding your notification about our prior patient ***********************. This patient visited our store located at ***********************************************************. This individual came in for our services and we delivered fully via her request on May 22nd,2022. Patient requested to get his spectacles completed in our facility. Patient delivered his own frames and requested us to fill in his prescription that our doctor had prescribed him as well as adding premium progressive lenses that were upgraded to polycarbonate/shatter resistant materialled lenses and a matching 60% tint.After approving the breakdown of the prices, the sale totaled up to $285.00 that was paid by his Mastercard in full on the day of the purchase. Patient ******,signed our store policy agreement stating that there is a no refund or cancelation on all eyeglass materials and no refunds on deposits because every item is personally customized for each of our patients. With her signed agreement, patient paid in full using her **** credit card.
                  *************** had come in to our office on June3rd,2022 to collect his spectacles and left satisfied with no concerns or any frustrations. After a month of using his glasses, the lens was scratched according to his statement in the complaint stating that he got the scratch resisting coating when he did not even purchase such coating. We have that proof on our breakdown on the invoice of his purchase. Moreover, according to the website **********************************************************************************;they state There's no such thing as scratch "proof" lenses. (Even glass lenses can be scratched!) To our knowledge we have accommodated *************** to the best of our ability such as re-rectifying his glasses several times.Unfortunately, scratched lenses are not covered by warranty, there is no such thing as scratch resistant lenses once again. Nor was he charged for that feature. For those individuals who have that feature that does not mean that lenses will never scratch, thats fairly impossible. We can also advise *************** to take better care of his lenses because damaged scratched lenses are not covered anywhere.
                We apologize for the misunderstanding that the patient has encountered with us (staff) and we will be more then glad to honor a discount on his next purchase with us. We are a full-service company aiming towards our customer service satisfaction. Please contact us with any questions or concerns regarding this matter. We will be more than happy to assist you in anyway.
  
                                                                                                                  Thank you,
                                                                                                            Fabulous Optical Management
  
  
  

  Customer Answer

  Date: 09/01/2022

  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:

  When the glasses were purchased, I was NEVER offered the option of purchasing any additional scratch resistant coating. I have had several issues with the glasses including incorrect alignment of the focus.

  This had to be returned several times to be rectified.

  I was clearly told that all glasses have scratch resistance when I returned them. Nothing was explained as to the ************* care to avoid scratches nor was any documentation given as to the care of glasses to prevent scratches.

  I wore my glasses continuously and have had several pairs of glasses for several years without a scratch. It appears that the lenses are of inferior quality hence it being susceptible to be easily scratched.

   

  It has been just a month since I had these glasses, and it is already scratched compared to my other glasses I have for several years without a scratch.

  Due to the several issues, I have had with the glasses and now with the scratches, more so not being offered additional scratch resistance or any documentation as to CARE to avoid scratches, in keeping with good customer service, the glasses should be repaired.

  I paid $285 for a defected glass and should receive the service form using it without being hindered in my vision. 

   

  Proper customer service is tantamount to any customer driven business. This is clearly not being practiced at Fabulous Optical due to the response and services given to me.

  I need my glasses to be rectified.

   

   

   

   

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

  
  Sincerely,
  
  ***********************