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:07/08/2024

  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.

  Im disabled low vision also diabetes with CHF Ive been going to fabulous optical for years until new management they charged me cash instead to my insurance then they lost my glasses had to wait 6 weeks before I was told then I received my glasses that were a wrong prescription even my optometrist's said it was the wrong numbers on the lens Fabulous optical blamed me and requested an additional $300 to fix their mistake I said no I want a refund they denied it so I paid for something that does no help me see or read I depending on people to read and type for me Im 58 years old its disgusting I can imagine how many more people are loosing their hard earned money I live on SSI ONE CHECK $943 so $350 was very hard to save please help me

  Business Response

  Date: 07/29/2024

  ***** ******** *******         
  *** *** ****** ******** ******
  ** *********
  To Whom It May Concern:
  
  We at Fabulous Optical are responding to you regarding our prior patient **********************************. This patient visited our store located ***************************** on March 15th ***** this individual came in for our service and we delivered via the patient's request. Prior to starting the purchase of her prescription lens, Patient gave full consent by signing our policy forms, the patient requested to go with her duplicated prescription that we had on her file. Patient ********* also signed our store policy agreement stating that there are no refunds or cancelations on all lens since they are custom made. In addition, we wanted to explain that at no point have we been under new management, nor did insurance ever cover patients type of lenses. Patient ********* has always paid out of pocket for her customized lenses,these features are not covered under her insurance. We will be including her old file as well as her current file. The only difference between old and new file would be the addition of a new feature that was requested by the patient to be added to this purchase. Since the patient is stating that she is not satisfied with the prescription, we are able to do a one-time exception of re-doing her lens when she brings us a prescription from her own optometrist. We can complete the change at her own risk as a onetime curtesy.
   With her signed agreement, Patient ********* glasses totaled up to $350.00. Patient paid down $239.31 in cash as a deposit. Upon pick up patient ********* paid the remaining balance of $110.69 using her **** card ending in *****
  At this point in time patient ********* has the product in her possession, she can bring over her new prescription and request to speak to the manager **** about making a onetime change to her glasses.
  We are a full-service company aimed at customer satisfaction. Please contact us with any questions or concerns regarding this matter, we will be more than happy to assist you in any way.
                                                                                                                  Thank You, Fabulous Optical
  

• Initial Complaint

  Date:01/30/2023

  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 placed an order for contacts for my daughter on December 31, 2022 - as of today Saturday January 28, 2023 I have not received the contacts for my order. I contacted this business several times and they kept telling me that they did not have my order ready. I called on Saturday January 21, 2023 and they said my order would be ready by Wednesday January 25, 2023 and that they would call me. I received no call so I went in today to see if my order was ready. The manager was extremely rude - she said the order was backordered since December 31, 2023 and that they didnt have our complete order. I asked for a refund to go to another establishment and get the contacts where they have contacts. The manager refused to give me a refund and called security to evict my husband because he was angry about the situation. She tried to tell my husband how to talk and how yo react then the security guard became rude and tried to evict my husband from the store because they refused to give us our money back and had no contact lens to give us. The manager was very nasty saying she would give us nothing and we would not get our money back. In all I paid $684 for a pair of glasses, a glasses frame and 2 boxes of contacts. Everything else was received except the contacts and they were extremely unprofessional, disrespectful and the manager admitted that they do this to customers all the time and that she just gives the customer a trial pair of contacts to alleviate the situation. In the beginning my daughter walked out the store with a trial pair of contacts but no solution or contact case to store the trial pair. They were very mean and made my daughter cry learning to put the contacts in and teaching her to do it the wrong way. Overall traumatic experience for both my daughter and myself. I now have no contacts and no refund and we were locked out of the store by security after he disrespected and abused my husband as someone who has no respect for women for defending me after the manager was rude to us. No money and no contacts to show for it. I dont want any contact with this store or its affiliates. I just want my money back.

  Business Response

  Date: 02/14/2023

  ***** ******** *******
  *** ****** ******** ****** ******* ************ ********
  *** ********
  
  To Whom It May ************** at Fabulous Optical are responding to you in regarding our prior patient, *********************** the daughter of *****************************. This patient visited our store located at *******************************************************. On December 31st,2022. This individual came in for our services completing a contact lens exam and we delivered via patients requests.
  After approving the breakdown of prices,patient signed our store policy agreement stating there are no refunds or cancelations on all materials, and no refunds on deposits because every item is personally customized for each individual.
  On 12/31/2022 patient *********************** was fitted for contacted lenses in our office. Unfortunately, when it comes to contact lens orders there are a few advantages and disadvantages. One of the most difficult things to do is the training part of contact lenses can make you tear,cry, red and itchy eyes. Overall, it can look difficult but once the patients adjust to wear the contacts the proper way it becomes very easy to adapt to.
  Therefore, before receiving the contacts the patient received a 2-week trial pair while the contact lens order was in process of shipment. Indeed, the contact lenses were on back order due to the high astigmatic prescription. Patient was told prior to placing the order there will be a wait but the patient didnt want to comply with the waiting process. Also contact lens solutions and cases are to be bought over the counter at any pharmacy and are not given at no charge or carried by contact lens suppliers.
  At some point of the waiting process the situation escalated and went out of hand between the patient and the manager.  The back-and-forth argument should have never occurred. This situation went out of proportion and this is why our store security had gotten involved to calm the situation down and we did this for the overall safety of the patients in our facility as well.  We also sincerely apologize if they didnt feel comfortable with our managers approach but she was trying to assist them to the best of her knowledge and explain the delay of the contacts.  
  In conclusion, on February 6th,2023 patient came in and picked up her complete order of contact lenses and left satisfied with her purchase. We are a full-service company aimed toward our customer 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