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:06/10/2025

  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 took my daughter for an eye exam and bought her a pair of glasses at this location on February 10, 2025. She has never been able to use the glasses due to them not getting the prescription right. Ive brought the glasses back repeatedly and theyve re-examined her twice. After the second examination and eyecare plus wanting to send the glasses back for a third time to be fixed, after overhearing the employees say the lab was having problems with the machine, I asked for a refund on the glasses. I was denied a refund, they would not let me leave the glasses, telling me take them with me. After repeatedly telling them, my daughter cannot wear the glasses because shes seeing holes in the floor, and things look sideways when she puts the glasses on, they still refused to give me a refund. After a month of trying to get a refund for these glasses, they stopped responding to emails , text and returning phone calls leaving me with no other option. I had to go through insurance to get my daughters vision benefits reinstated Because I still dont know the correct strength glasses she needs. These glasses cost me $149 and have been sitting on my counter since February with my daughter still having no glasses to use and not knowing the correct strength she needs. I would just like my $149 refunded so that when I do take her to see a new doctor I can use that money to buy her the correct glasses she needs.I would gladly give these glasses back to eye care plus as well. Im only going through the BBB because eyecare plus has ceased all communication with me and made it impossible to come up with a resolution.

  Business Response

  Date: 07/07/2025

  Dear ************************** you for reaching out and bringing your concerns to our attention.
  
  We sincerely apologize for any frustration or inconvenience you have experienced. At Eye Care Plus, we strive to be transparent and fair in all of our policies, which are clearly stated at the time of purchase and/or in our terms and conditions.
  
  After reviewing your case, we found that your request for a refund falls outside the eligibility criteria outlined in our refund policy.
  
  While we understand this may not be the resolution you were hoping for, our policy is in place to ensure consistency and fairness for all of our customers. That said, we value your business and would be happy to explore alternative ways to resolve your concern.
  
  We appreciate the opportunity to address this matter and hope to serve you again under better circumstances.
  
  Sincerely,
  **** *****
  Office Manager

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