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.

close

Find a Location

Standard Optical Company has 16 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Standard Optical Company

  1901 Parkway Blvd Salt Lake City, UT 84119-2092

• 

  Standard Optical Company

  140 W 500 S Bountiful, UT 84010-6232

• 

  Standard Optical Company

  1076 Layton Hills Mall Ste 2090 Layton, UT 84041-2104

• 

  Standard Optical Company

  4878 S Highland Dr Holladay Cottonwood, UT 84117-6007

• 

  Standard Optical Company

  4283 Harrison Blvd Ogden, UT 84403-3101

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:04/06/2023

  Type:Delivery Issues
  Status:

  ResolvedMore 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.

  Back in August 6, 2022, I went in for my routine eye check up and needed to order contacts so $150 pulled from my insurance and I paid an extra $106.07 to order my contacts. It's now April 6, 2023 and I still have yet to received my contacts and no response from Standard Optical in **** or the ***************** Based on all the other reviews. I need a solution ASAP. Please be aware of the shady business antics from Standard Optical.

• Initial Complaint

  Date:03/31/2023

  Type:Delivery 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.

  Optical shop substituted eyeglass lens material which was specifically rejected when the order was placed and failed to contact me prior to making the substitution. The substituted material led to an additional charge for my eyeglasses purchase. I was later invoiced for the additional amount without explanation and without my approval. My health insurance was also billed for the substituted materials without my approval. I have yet to receive the eyeglasses after almost eight weeks. Original order # *******. Substitute Order # *******.
  Phone calls to the shop and corporate office have yet to resolve.

  Business Response

  Date: 04/11/2023

  *******'s lenses were not available in his prescription. The district manager and manager explained this to him. His RX is too strong for the lenses he requested. He was charged correctly and made changes to his lenses leaving him with a balance. His glasses came in and he refused to pick them up. If he would like a refund, he will need to talk to the manager.

  Customer Answer

  Date: 04/11/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  Inaccuracies in the business reponse as follows:

  1>  At the time I initially purchased (Feb 4), I was told by the company sales representative the Tri-Vex lens material would not be suitable for my perscription.  Thus, the Hi-Index lens material was ordered.  The company sales representative had checked with their optometrist when the Tri-Vex material was reported as unsuitable.

  2>  When the company changed the lens material order three week later, I was not contacted.  So I remained unaware that the company changed the initial ordre for a total of 6 weeks (i.e. .Feb 4 until March 15)

  3> Up to that time (March 15), I hadn't been contacted by the company.  About that time i received via US Mails  an Invoice for an additonal charge due to a change in the lens material for my order.  Phone conversation with the company billing office (Lauren) indicated a substitute order had been processed changing the materials to Tri-Vex.  Lauren indicated she would annotate the invoice record with my expressed concern.  Contact wit the Layton Hoill store manager (Shanda) provided no satisfaction on the unauthorized change.  Shanda indicated she had no authority to make any adjustment.  She indicated she would have a reginal manager contact me.

  4>  I was never contacted by a regional manager

  5>  In a conversation with my vision insurance representative, i was advised to refuse delivery and the insurance company would work with Standard Optical to reclaim their payment and then reinstate my vision benefits.  The latest information is that the company (Shanda) agreed to refund the vison insurance payment.  I understand that process is now underway.

  The company is incorrect in saying I did not contact them for a resolution of this matter..

  In spite of the company's representations, they have not been responsive and I did repeatedly contact them. 

  I'm expecting them to refund the payment I made at the time of the initial purchase (Feb 4, 2023).

  Sincerely,

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

  Business Response

  Date: 04/20/2023

  We reached out to *******'s insurance company, Spectera and they have reversed the charges. It can take a few days and I have attached them email with reference information to this response.

   

  Thank you,

   

  Aundrea B*******
  

• Initial Complaint

  Date:02/13/2023

  Type:Delivery 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 have ordered Contacts in August(for My son) and September for my self. I'm still waiting for some kind of explanation where in the world are my CONTACTS....... I have called the store manager numerous times she said the contacts will need to come in before I issue you a refund. WHAT.. (this does not even make sense to me). My son has spent over $200 and I have spent over $170.00 why cant we have answers to this problem if it a supplier issue MOVE suppliers come on STANDARD OPTICAL it is not this HARD!!!!!!!!!!
  moral of this story so sad you are going to loose 5 customer in my household....

  Business Response

  Date: 02/15/2023

  ****** has been fully refunded and spoke with Amber our District Manager on 2/14/23. We hope that she is satisfied and that we can gain her business in the future.

  Kind Regards,

   

  Aundrea B*******

   

• Initial Complaint

  Date:02/06/2023

  Type:Delivery 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 visited Standard Optical on 8/24/2022 for my yearly eye exam. I had never been there before so I was a new customer. I wear contacts so I placed an order for a year's worth of contacts. I was told at the time of purchase that the contacts would take 12 weeks to come. I thought that was quite extreme because normally when I buy contacts from my previous optometrist it would have take about 2 weeks.And now it is February 6 of 2023 and I have not received my order. I have made several attempts to contact them and they just keep pushing me off. I paid $885.05. So they have my money and I am still waiting for the product to arrive. My order number is *******. I have read other reviews that have had the same complaint as mine so I feel I have legit complaint here. Yes, they have given me trials to get me through, but I wear daily contacts and so I am wearing them 4 to 5 days to extend them. I am very frustrated to say the least. I just want to know where my contacts are. I am tired of the run around when I talk to them.Help needed. Thank you. I would warn others not to go to the ***** Standard Optical. Terrible.

  Business Response

  Date: 02/07/2023

  *******,

   

  We are sorry for your challenges getting your order. We are more than happy to give you a full refund. Please respond if that would work for you. I am unable to give an exact date and I dont want you to have to wait any longer. We appreciate you as a patient and apologize for the wait.

   

  Sincerely,

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

• Initial Complaint

  Date:01/07/2023

  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 went in to Standard Optical in ***********, **** back at the end of July to order contacts. I was told at the time I ordered them it would be 6 to 7 weeks until they can get them in. Which I thought was a lot but was fine with at the time. 2 months go by and I didnt hear anything from them so I called in and they told me sorry they got behind so now its 12 to 15 weeks. Which first of all why wasnt I called? So anyways they give me some more trial pairs. I call again in November and they tell me the exact same thing. Here we are almost 6 months later they cant tell me any update on my contacts, they say the only info they know is they are on their way. They dont have anybody from corporate that I can talk to regarding this. The customer service is horrible. When I ordered the contacts I was ordered them when they were having a bunch of deals going on and I was supposed to get a $200 **** card back. I still havent received that and they said I will not be able to get that until the contacts arrive. If they ever do. So here I am out over $600 and no contacts 6 months later with absolutely no communication.

  Business Response

  Date: 01/11/2023

  Our DM spoke with ****** and we will have her order to her no later then the beginning of next week. Our distribution center informed us her order will be in the January 12, 2023 shipment. *****, the DM will follow up with her tomorrow or Friday after we receive a tracking number.

• Initial Complaint

  Date:10/10/2022

  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.

  On June 15th my husband (*** ***) had an eye exam and ordered contacts through them. On several occasions we have tried to get our product. We asked for a refund and they said they cannot get until the contacts arrive. they told us to keep coming in for sample lenses until they arrive. They never answer the phone and always say the order should come next week. They are also usually out of samples for my husband's prescription.
  
  Today when I asked for the number to the coporate office Christie said that she would call me back in 5 minutes. I knew that she would not so I said I can come into the store. She told me that I was not welcome back in the store. I do not want to create any unwanted altercation so I found the corporate number online. I spoke with Denise who said she is the head of HR. She said she will transfer me to the VP Aundrea, but before she did she said we would resolve this matter today and apologized for how I was treated. She said to call her back if I did not hear from Aundrea. I called back and she said that someone named Amber "the district manager" would contact me by close of business today. It is now end of business and no one has contacted me.
  
  It has been almost four months and we just want the contacts or a full refund so that we can get them elsewhere. I have never been treated so poorly at a business and felt the need to contact the BBB

  Business Response

  Date: 10/14/2022

  I have contacted the distribution center and the contacts have shipped. I called Peter and let him know that the tracking on UPs shows we will have them Monday. I will coordinate with him to meet him or send then to a store for him to pick up. 

  Customer Answer

  Date: 10/19/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: Today I went in to pick up the contacts from a different location as we had agreed. I am happy to report that most of the contacts arrived. We are still missing one box and the people at the store said that the next box will arrive in about a month. I am happy that we are so close to getting this issue resolved, however we are not quite there yet. I rejected this response so that I can keep the issue open until we get the whole order and I look forward to closing this out soon. 
  
  
  
  Sincerely,
  
  ***** ******