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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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:02/25/2024

      Type:Delivery Issues
      Status:
      Unresolved
      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 glasses for my niece in November 2023. It is now February 2024 and I still don’t have them, no one can provide any eta, and my calls are being ignored. I’ve already paid over $500 for these and have been waiting for months now to receive my order. I finally received a voicemail from them stating that despite how long the wait has been they are in production and cannot be cancelled or refunded. But they still have no idea when they will arrive. This is absurd, I don't have the product, I should be able to cancel.

      Business Response

      Date: 02/26/2024

      *****,

       

      I am happy to look into this for you. Which location did you order at and what is your nieces name?

       

      Thank you,

       

      Aundrea

      Customer Answer

      Date: 02/26/2024



      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, as long as they follow through with the refund. This transaction took place at the Murray location on about **** ***** *** ***** **. My niece's name is ****** ******. 



      Sincerely,



      ***** *****

    • Initial Complaint

      Date:02/20/2024

      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.
      On October 6th, 2023 my wife and I went to Standard Optical **** for eye exams and new glasses. We each left a pair of frames to have new lens put in and my wife purchased 2 additional sets of glasses. I have been wearing a pair of broken frames since October. It is now February 20th, 2024 and we have not received our glasses. We are being told it's going to be another couple of weeks. We spent $1857.88 on our prescription glasses. We were told in October it would be 2 to 3 weeks. I called at the beginning of November, I was told another 2 to 3 weeks. I called around the middle of November, I was told 8 to 10 weeks because they were backed up. I called around January 9th, 2024 and left a message. I received a call back but given no information about my order. I called on Friday, February 16th. I explained the situation and asked to have a refund, said that I had spoken with my insurance company. I was told that it would take until Monday, February 19th to get an update. Labs are being changed but for new orders. Not sure where my order is. Monday came, no phone call or update. I received a call today, Tuesday, February 20th. The message left said that my order is being processed today but would still take another couple of weeks. No refund will be issued. I have never received a phone call from Standard Optical letting me know that there was a delay with my order. I've had to keep reaching out to them for updates. We are being asked to pay a lot of money for a product that we haven't been able to use and that could be obsolete in October 2024 when we go for our next eye exam. This will be close to 5 months we have be unable to use our new prescription glasses. What happens if mine or my wife's prescription changes? All we are asking is to have a refund issued and our frames returned.

      Business Response

      Date: 02/26/2024

      ***** and his wife have been refunded in full at this time.

       

      Thank you,

       

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

      Standard Optical

    • Initial Complaint

      Date:02/09/2024

      Type:Delivery 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.
      Ordered contact lenses in AUGUST 2023. It is now February 2024 and I still don’t have the contacts, no one can provide any eta, and my calls and emails are being ignored. I’ve already paid almost $180 for these and have been waiting almost 6 months now to receive my order. I’m completely out of contacts and this is something I need to see properly, drive, do my job, etc.

      Business Response

      Date: 02/12/2024

      ***** has been refunded in full for her order. Her refund should show up in 3-5 days depending on her bank.

       

      Thank you,

       

      Standard Optical

    • Initial Complaint

      Date:12/20/2023

      Type:Delivery 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 am compelled to write this review out of deep disappointment and frustration with Standard Optical. This is not just about a delay in receiving glasses; it's about the crucial impact on my young son's vision health, which has been negligently overlooked by Standard Optical.

      We placed an order for a highly specific prescription on October 2nd, clearly explaining the urgency due to my son's developing eyesight. The assurance was a six-week delivery. That deadline has long passed, and we're still waiting, with no glasses in hand.

      The lack of communication from Standard Optical has been profoundly disconcerting. Each promised callback from a general manager turned out to be an empty assurance. When we finally received an update, it was a mere explanation of back-ordered lenses - information that would have been invaluable much earlier.

      The offered token refund does not begin to compensate for the stress and the potential impact on my son's vision. As of now, we are still without glasses and Standard Optical still has my $200. We paid months ago for a product that we have not been able to use and this delay could be detrimental to my son's vision. In fact, by the time we get these glasses, he may need a whole new prescription, and I'm sure Standard Optical would happily pocket more of my money in that instance as well.

      This experience has been a stark reminder of how critical and yet how undervalued customer service can be, especially in a health-related field. The urgency of our situation seems to have been completely disregarded by Standard Optical. The disappointment I feel is profound, and I caution others who might be considering their services, especially for cases requiring prompt and attentive care. I would not recommend this company to anyone, and I have been quite vocal about it when it comes up in conversation. Do not go to Standard Optical!

      Business Response

      Date: 01/02/2024

      We are sorry for the delay. I want to make sure I understand. You were offered a refund and have not received it? If that is the case, I can make sure it gets processed immediately.

      Thank you,

       

      Aundrea

    • Initial Complaint

      Date:12/14/2023

      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.
      This is regarding Standard Optical, Lehi location. I ordered two pairs of glasses since October 2023. I paid $843.12. They assured me that my glasses would arrive within 2-4 weeks and this has not happened. I am the one that has to keep following up with them and they always tell me that they will get back to me and never give me straight answers. I talked to Shelley C. On 12/07/23 and asked her to cancel my order. I told her that I couldn’t wait any longer for my glasses to arrive due to having to leave the country for a few months. She instead tried telling me that if I didn’t cancel she could give me a free pair of glasses. She told me that she would get back to me the next day (Friday) or following week on Monday. She never called me. I went to the store on 12/13/23 and the front desk lady (Camio) told me that there weren’t any notes under my account regarding the free glasses. I asked her to please cancel my order and she told me that she couldn’t. She said that Shelly was the manager and that she was the only one that could cancel the order. She said that Shelly would be there tomorrow and that she would give me a call. I have not received a call from them. I keep calling them and they don’t answer. My glasses are very important to me, without them; I can’t drive.

    • Initial Complaint

      Date:11/30/2023

      Type:Customer Service 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.
      Tis complaint is for the Stansard Optical in West Point Utah on 2000 W. I dropped off my Eyewear prescription on 9/1/2023. The pro.ised time frame would be 2-4 weeks. They sent a text message to drop off my frames on 10/7/2023. I didn't here from them so I called several times starting on 10/14 and left messages. I went into the store and talked with Cameron H****. He said he would call me each Monday and get me an update. I heard from him once and he told me they mismeasured my glasses and was reordered on 10/14. I have not a call since I have gone in to their store each since with no update. I emailed a Vice President. She did not respond at first and then emailed and said she would pass this information to another person due to a d**** in her family. No word yet. I went in this past Monday 11/28 and Cameron said he would give me a refund and return my frames to me by Wednesday 10/30. I haven't heard anything Still. Please help me as quickly as possible. I am wearing my old glasses (12 years old) and can't see very well out of them. I would like my new glasses or refund and my frames returned ASAP. I have spent countless hours trying to get the resolved with no results.

      Business Response

      Date: 11/30/2023

      ****,

      Cameron will refund you in full. If you paid by credit card, you will need to call the store or go in so he can give you that refund. If you paid by check, a check will be mailed to you. We are sorry for all of the challenges you have faced.

      Kind regards,

       

      Aundrea B*******

      Customer Answer

      Date: 11/30/2023



      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.


      This was promised already. I received my old frames today but still have not received the return money or the money back to my insurance so I can purchase new glasses in a timely manner. I need this done ASAP!

      Sincerely,



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

    • Initial Complaint

      Date:11/21/2023

      Type:Delivery 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 9/28/23 my son was seen for an exam and glasses were purchased. I was given a time frame of 4-6 weeks. I acknowledged and agreed as I know glasses do take time. We are now at 8 weeks on 11/23/23. I called the store on 11/21 asking if it was ready, she said they are still in processing. I told her I would like to stop processing and get a refund and take my business elsewhere based off the reviews and BBB complaints they will not be ready in a timely manner. She said they will have to check with the vendor to see where they are at with processing, I again said to stop processing and would like to a refund.At this point I would no longer want business with this company, especially after the recent reviews I am reading. A lot of unhappy customers and wrong scripts. I would like to prevent an issue by stopping services and have my refund. I only went through Standard optical because I have used them in the past. But now they have seem to have issues.

      Business Response

      Date: 11/21/2023

      I am sorry for the delay. Can you tell me the patient's name and the location where the order was placed? I will ensure we get this cancelled and refunded.

       

      Thank you,

       

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

      Customer Answer

      Date: 11/21/2023

       
      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,

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

      Customer Answer

      Date: 11/29/2023

      The location of services is at ****** **** off of State Street. My son name is **************.

      Business Response

      Date: 11/30/2023

      I have sent the manager of this location an email to contact you for the refund.

       

      Thank you,

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

    • Initial Complaint

      Date:08/30/2023

      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.
      I ordered glasses from Standard Optical in Provo, Utah on June 2, 2023. My glasses that I have are completely broken and contacts cause migraines for me.

      I have bugged them over and over again. They do not answer their phone, so I have to go into the store, that has since moved to another city, they just shrug and tell me they have no idea, and that they’ll call me with more information.

      It is now August 29, 2023, and I visited the store yesterday, the man at the store said he’d call me today to let me know what is going on with my order.

      He never called, they won’t answer their phone and I cannot drive out there again.

      I’ve given up ever getting these glasses. They have terrible service, awful customer service and they take your money and just don’t care if you never get your glasses.

      I just feel others should know what is honing on and to avoid this place if you need glasses.

      I paid $15, and the vocational rehabilitation paid $600 for no glasses.

      Business Response

      Date: 08/31/2023

      ***** we will have the Orem location call you and schedule to get you in for an RX check to see what needs to be done. Glasses are custom made and if we need to adjust the RX, we will fix that. I will look your number up in our system and have the staff call you today.

       

      Thank you,

       

      Aundrea B*******

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

    • Initial Complaint

      Date:08/04/2023

      Type:Delivery 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.
      in april of 2023 I received an eye exam from ********* standard optical and was prescribed a eye glass prescription. I then proceeded to purchase eyewear and lenses from standard optical in ********* ****. They 0rdered my two pair of glasses and the lenses to go with them. However, They eye glass frames and lenses were on back order. I received one pair the eyeglasses and lenses and I called them today 08./04/2023 and advised that the one pair of eyeglasses that I have received out of the two (the second pair has not been received and I do not have a date from them regarding when the second pair will be received) hurts my eyes and gives me headaches. they advised that inorder to have this corrected I would have to pay and additional amount of between 250 to 750 dolllars as my insurance only covers a one time cost to have this issue corrected. My original lense presecription for this which should have also included transitiion lenses - which this pair does not have was included.

      Business Response

      Date: 08/04/2023

      I spoke with ****** this afternoon and ensured him we will assist him. We are first going to adjust his glasses and if he still has challenges, then we will get him in for a FREE RX check. I have noted his account and made sure he knows what the next steps are.

       

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

       

      Customer Answer

      Date: 08/05/2023

       
      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory at this point in time. I went to the ****** location on state st and spoke with a gentleman there. I am scheduled to return on 08/17 for an eye exam and the glasses were determined to have been measured / completed incorrectly. The gentleman took measurements and will also look at my second pair of glasses to ensure they are correct and if not will correct them as well. The gentleman did say that they did not add the transition part to the lenses of the pair I have. They will work on getting this corrected.

      Sincerely,

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

    • Initial Complaint

      Date:07/14/2023

      Type:Service or Repair 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 January 13,2023 I ordered 2 single vision glasses one regular and one sunglasses. I have an optical brain disease so glasses ate very important to my existence. Due to a corporate level issue I did not recieve my glasses until the end of April. The prescription was wrong, I was unable to wear them so I went to a different place had an exam bought glasses there. I took my ne prescription back to standard optical to have them make new lenses. When they came in, again I could not wear them, something was wrong. When I went to pick up my glasses from Parkcity vision they were perfect! I had them read my new standard optical glasses. Everything about them was wrong, positioning for stigmatism, as well as the sunglasses lenses did not match the indoor glasses. I was provided a printout of all the issues. I took my glasses back and since it had been over 6 month if I could please just get a refund. I was told the district manager would contact me. After 2 weeks of no response and they wouldn't answer my phone calls. I went in and was told they will remake my lenses but refused refund. I asked if they could read my new ********* glasses so they would get it right. I was told that we had to have the Dr. **** my lenses. I was refused an appointment because the reading only takes a few minutes So I came back to have my lenses read and have been sitting hear for 2 hours. Patients are pouring in so I asked how much longer. I was told that because they had an appointment they are first. I told her I tried to make an appointment and again was told I can't get one, I just have to wait. Today is July 14th I'm still waiting as patients poor in. 7 months and no resolution.

      Business Response

      Date: 07/17/2023

      ********,

       

      We have that your glasses are being remade and rushed currently. You worked with Cat of Friday and she stated you were happy when you left when s he found the error in your lenses. Are you wanted your order cancelled?

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

      Customer Answer

      Date: 07/17/2023

       
      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,

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

    Standard Optical Company is NOT a BBB Accredited Business.

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