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Business Profile

Optometrist

Standard Optical Company

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Optometrist.

Complaints

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

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Standard Optical Company has 16 locations, listed below.

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    Customer Complaints Summary

    • 93 total complaints in the last 3 years.
    • 55 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:09/05/2024

      Type:Service or Repair Issues
      Status:
      Unanswered
      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 been waiting to receive my glasses for over 4 months and continue to be told to reach out at later and later dates. When I called last week, I was told that my order was suspended indefinitely as they are getting bought out with no ETA of delivery. I've reached out to the customer service email I was given by the manager in Bountiful location and no one will return my emails for a refund. If the company cannot fulfil orders, they should not be selling glasses. This is absolutely ridiculous and borderline fraudulent.

    • Initial Complaint

      Date:08/29/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      Almost one year ago, I ordered glasses. The first couple of weeks, I noticed they would fog up and I wasnt able to get them clean. They always had a smudge and I couldnt see well out of them. I went into SO and they told me that I wasnt cleaning them correctly. The employee charged me for their in-house cleaner and said that it was superior to other cleaners, and that it should work. Convinced that perhaps it was my fault, I tried cleaning the h*** out of those glasses. I couldnt get the lenses clear and they would fog up. I couldnt wear them at night, especially. Im 53 and my vision is bad enough that I cannot drive without glasses. I had to resort to using my old prescription and I took the glasses back for the second time. I was told there was nothing wrong with the lenses (gaslighting me), and that I would have to contact customer service. I called customer service the next day, MANY times until I got one would who seemed helpful. He told me to take the glasses in again and that someone would help me. I took the glasses in for the third time, over a couple of months now. Remember- Im having to wear my old prescription, or contacts which arent transition lenses, so I cant see well, at all. Both the old prescription and the contacts were expired, so I asked for new contacts. They refused. I asked them to expedite the order. They said theyd do their best. Now, mind you, the employees have a horrid, unprofessional, flippant attitude. No accountability. The *** has nothing to say, acts like hes the I luckiest man alive to be working there, and acts like the clients are a burden. In fact, the entire office acts like clients are a burden. At this point, the prescription theyre supposedly working on is expired. Its been over 6, yrs SIX MONTHS. Every time I call for an update on my order, they say it should be two more weeksIve tried calling them this week for another update, and theres either no answer, goes to voice mail, or Im hung up on. Help

      Business Response

      Date: 08/30/2024

      ****** is scheduled for a complementary exam on Tuesday and we are happy to communicate any change in her prescription to the lab. We also are working on expediting her order. 

    • Initial Complaint

      Date:08/18/2024

      Type:Order Issues
      Status:
      Answered
      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 contact lenses in January and every time that I have called to follow up since I am told that it will be just a couple more weeks due to a contract issue with their supplier. I paid for these 8 months ago, why am I suffering because this company let a contract lapse and doesnt know how to properly operate? *** even asked for temporary lenses in the mean time and they are always out of my prescription and brand too. I NEED these to see.

      Business Response

      Date: 08/19/2024

      We apologize for the shipping delays for your contacts. I have confirmed that your order should ship the beginning of September and we have some trial contacts we will be mailing you out today. 

       

    • Initial Complaint

      Date:08/06/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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 2 pair of glasses with a warranty in the ***************** location. My glasses broke & I took them in back in March of 2024. I have called and called. I asked for a refund of the purchase of my glasses as they still have my frames. They referred me to ****** in ****. They said no refund because it's warranty work. I talked to ****** in ************ The thing is.. They still have the glasses I paid for. They owe me money for the original purchase or need to get my repaired glasses back to me. I have been trying to call and the phone just ************* and then hangs up.

      Business Response

      Date: 08/07/2024

      We sincerely apologize about the long wait on your order. Standard Optical has experienced some manufacturing delays on our premium lenses. I have contacted the lab to seek for a solution for you. I will follow up with you directly.

      best regards,

      ****** C

       

    • Initial Complaint

      Date:08/03/2024

      Type:Product Issues
      Status:
      Answered
      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.
      It has been since March I ordered glasses it is now August and not received anything all I want is a refund to go to another business and get her some glasses for school . I have talked to other customers who have received a refund after waiting a year .and I can confirm cause they are family

      Business Response

      Date: 08/06/2024

      Thank you for contacting Standard Optical about this long wait on getting your order. We have been experiencing some very long manufacturing and material delays. I contacted our lab to follow up on this order and also called the patient to follow with them. I invite the patient to contact me directly at the Lehi Standard Optical office at ************ so we can review the delays and find a solution. 

      best regards,

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

    • Initial Complaint

      Date:07/25/2024

      Type:Product Issues
      Status:
      Resolved
      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 Friday, February 23 @ 1140 I went to my appointment at Standard Optical in ********** for prescription sun glasses and I have not received my order as of July 25. They were purchased through a debit card issued to me by Humana as part of health care insurance benefits so I can obtain a receipt if necessary.When I called to get an estimate the girl rudely asked if I had just called (I hadn't) and told me to be more patient because the supplier had died and they were making adjustments. Death can be unfortunate; however, contiguity plans should have been made in advance. This is unacceptable.

      Business Response

      Date: 08/06/2024

      I called ***************** today and let him that we will be looking into moving his order up in line from our lab delays. I will be following up with **** again on a resolution. 

      Customer Answer

      Date: 08/07/2024

       
      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

      Sincerely,

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

    • Initial Complaint

      Date:07/15/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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 almost 2000 in eyewear from this place. Afyer months, cancelled 1 set of glasses , contact order, and received 1 pair of glasses. They are not correct. Still waiting since Sept 2023 ! Made call as they do npt communocate, still no lenses. With unknown time of when they should arrive. Eyes change. If you cannot supply what is ordered and paid for, why be in business ?

      Business Response

      Date: 07/19/2024

      ***********************, We are happy to look into this for you. Currently our records are showing all your orders under your name are cancelled. I will call you later today to help resolve this with you. 

    • Initial Complaint

      Date:07/02/2024

      Type:Product Issues
      Status:
      Unanswered
      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 new glasses from Standard Optical in Harrisville, UT on 03/21/24. I've been calling every month for a status on my order. Today when I called they told me that their CEO met with the store and said that all orders through the labs will be cleared up in 6 to 8 weeks! So as of today, 07/02/24, I will continue to wait 6 to 8 weeks. This is ridiculous and the worst customer service. I demanded a refund and I was told all sales are final. However, if the product has not been delivered that was ordered, why am I not able to be refunded??

    • Initial Complaint

      Date:04/03/2024

      Type:Delivery Issues
      Status:
      Unanswered
      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.
      6month supply of contacts ordered in December of last year, was informed delivery would happen in 7 to 14 days, and that prescription would work in this location only. Every two weeks I have checked only to be told that the contacts didn't arrive and should arrive in another two weeks. I was denyed further details and tracking.

    • Initial Complaint

      Date:03/28/2024

      Type:Delivery Issues
      Status:
      Unanswered
      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.
      Placed order on December8 2023 giving prescription and frames for new lenses told 4to 6 weeks still not completed March 28, 2024 Told still on back order asked for them to be found and full refund to be made.

    Standard Optical Company is NOT a BBB Accredited Business.

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