Complaints

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

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Standard Optical Company has 16 locations, listed below.

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  Standard Optical Company

  1901 Parkway Blvd Salt Lake City, UT 84119-2092

• 

  Standard Optical Company

  5289 S State St Murray, UT 84107-4828

• 

  Standard Optical Company

  4305 Harrison Blvd Ste 9111 Ogden, UT 84403-3306

• 

  Standard Optical Company

  460 N 325 E Plain City, UT 84404-3578

• 

  Standard Optical Company

  11514 S 4000 W Ste 103 South Jordan, UT 84009-6016

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:09/27/2024

  Type:Delivery Issues
  Status:

  UnansweredMore 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 5/23/2024, I paid $525.98 for a pair of glasses to be ordered by the Standard Optical location at **** ** ******** ***** in Salt Lake City. Today (9/27/2024), I went to this location to inquire about the status of my order. There is a sign on the door of the location saying it is closed for the foreseeable future. There is no phone number or other contact information for me to use to inquire about my purchase.

• Initial Complaint

  Date:09/27/2024

  Type:Delivery Issues
  Status:

  UnansweredMore 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.

  Ordered a years worth of contacts lenses March 9,2024. Paid out of pocket :$497.12. Called every month to see where they were at with my order and they offered to give me a free month trial pair every time, which I accepted. I called again September 26, 2024 to get an update or possibly another free trial of contact lenses but to my surprise no one answered the phone every time I tried to call. Called again today, September 27, 2024, and there was a message on the phone that said they are closed for the foreseeable future. I still have not received my contact lenses that I have already paid for. I tried to dispute the charge on my credit card but was unable to because it’s been more than 90 days. I have no contact lenses, out $500 and am very upset.

• Initial Complaint

  Date:09/26/2024

  Type:Delivery Issues
  Status:

  UnansweredMore 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 have not received my contacts or glasses I ordered with them August 10, 2024. And my parents have not received the 2 pairs of glasses each ordered with them. Also my dad left his own frames with them to put new lenses in and have not got anything.

• Initial Complaint

  Date:09/26/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  My daughter went to Standard Optical in Layton Hills Mall on August 29, 2024 for her yearly exam. Exam was done, a new prescription for her glasses was recommended and we ordered and paid for new lenses to be put in her existing frames before we left. We were told a text or call would let us know when the lenses had arrived. After 2 weeks with no contact from Standard Optical, I called the store. It took several attempts to actually talk to someone there. Once we reached a staff member, the employee looked up my daughter’s account and said the order was not there yet and was surprised that it wasn’t done. He didn’t have an answer why the lenses weren’t back, but said they should be there at the beginning of the next week, September 16, 2024. No word from them since. My daughter and I both tried calling again Saturday September 21, 2024 & Tuesday September 24, 2024 - no answer. My daughter went to the store Tuesday September 24, 2024 around 5:45pm and the store was closed. Security gate was pulled down, lights off and no employees in sight. Hours were posted and the store should have been open. I went to the store Wednesday September 25, 2024 at 1:15pm. Same story. Closed. I went to my car and looked up Standard Optical’s website for a phone number. I called every location listed in Utah. No answer at any of them. Some numbers rang about 10 times and then disconnected my call. Some were a busy signal. 2 numbers had a message saying the location was “closed for the unforeseeable future. If we were waiting for an order, someone would call us when it was ready to arrange pick up or mail delivery.” How are we supposed to get my daughter’s lenses now? How do we get our money back? How do we get her glasses prescription to go somewhere else? We are so frustrated!!

• Initial Complaint

  Date:09/25/2024

  Type:Product Issues
  Status:

  UnansweredMore 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.

  We purchased contacts from Standard Optical in West point on October 16, 2023. We still have not received the contacts, and now no one will answer the phone at any Standard Optical locations. My husband even drove to the store today 9/25/24 and it was closed. It has been a real headache trying to chase these down and deal with Standard Optical. They have just stacked one lie on top of another every time we have tried to get resolution to the problem. We just want the contacts or our money returned and the prescription.

• Initial Complaint

  Date:09/25/2024

  Type:Delivery Issues
  Status:

  UnansweredMore 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 April 1st I ordered contact lenses to the tune of $175.16, $130 insurance benefit and 45.16 out of pocket. I still haven't received them, and the company has now gone completely dark. Stores all appear to be closed down, and all locations are not answering phone calls. I can't even get my prescription to buy from another company because I can't contact the company. I'm out of contacts AND need to buy a new pair of glasses and can't access my records.

• Initial Complaint

  Date:09/24/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 purchased glasses and lenses from Standard Optical 6 months ago and have not received them.
  
  I have called several times and they are not answering.
  
  The promised delivery date has come and gone multiple times.

• Initial Complaint

  Date:09/09/2024

  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.

  I ordered a years worth of contacts, which have been paid for, on 1/11/24. I still have not received them. I went to the store last week and found out that they are temporally closed. They have a note on the door saying to contact the store in **********. However, when I call that store, no one will answer. I have gotten the run around from the store in *********** where I was seen and where *** ordered the contacts. They never answered the phone prior to the temporary closing. They would always tell me that I would get the contacts in 2 weeks. I never got them. They wont refund the money back to my insurance so I can get them elsewhere. Ive been trying to get the contacts since January. My insurance has tried contacting them. I get a different story each time I call. Ive been told that its an issue with their distributer, or that its on backorder. Last year when I ordered contacts with them, it took 6 months to receive them. I told them in January that due to this, I didnt want to place another order with them and was told that they are with a different distributor and that it would only take 2 weeks to get the contacts. I found out later, when it was too late, that they are still with the same distributor. At this point, I dont feel that I will ever receive my contacts. I cant go somewhere else since I cant afford to pay for another years worth of contacts. They told my insurance that all sales are final and they wont reverse the claim although months back they told me they would reverse it. I didnt do it at that time since they told me it would take 2 months and that I would have the contacts by then. I trusted them at that time, something that I now regret and should have had them reverse it. If you read the reviews online for this location, you will find that they have done this to many, many people. I feel that this has got to be some kind of insurance fraud. They took the money and never delivered the product.

  Business Response

  Date: 09/10/2024

  Standard Optical has had some very long delays on our contact orders. We appreciate your patience. I have some trial contacts for you to pick up in the North ***** office and I have confirmed that the contact order should be shipping with our new distributer soon. I called the patient and reviewed this all with them. 

• Initial Complaint

  Date:09/06/2024

  Type:Product Issues
  Status:

  UnansweredMore 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.

  At the end of April 2024 I went into Standard Optical, had an eye exam and ordered one progressive glasses and lens for my current frames. They said it would take two months for the glasses. I thought that was pretty long but paid and ordered them. I checked with them at the two months and they said it was delayed. I checked again at three months and they had no idea when they would arrive. It has now been more than four months and still no glasses. I asked for a refund and cancel the order. They said they don't do refunds. My current glasses are scratched and it is harder to see. I see no other option than reaching out to you.

• Initial Complaint

  Date:09/05/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 purchased contacts from Standard Optical in Orem, Utah in December 2023 for my daughters, Lilly and Gracelyn Matayoshi and still have not received my order. I have called, stopped in their office, sent emails, and written Google reviews and the only explanation I ever get is that “the vendor’s contacts are on back order”. It has been nearly a year and we still haven’t received our order. They filed a claim with our insurance and were given $150 per child and I paid the cost above that. They will not refund the money they were given by my insurance. The past week, I have tried calling everyday and they are not answering their phones. There is something shady going on at this business. The Google reviews show that there are many in my same boat. I am asking for a refund of both my insurance money they were paid and the money ones paid so I can go buy my children the contacts they need.