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Business Profile

Contact Lenses

Herslof Opticians

This business is NOT BBB Accredited.

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Complaints

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

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Herslof Opticians has 28 locations, listed below.

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    Customer Complaints Summary

    • 9 total complaints in the last 3 years.
    • 4 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:05/19/2025

      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.
      Early December 2024, went into facility for eye exam. Picked out a pair of frames for reading glasses, only to be called two(2) weeks later the frames were incorrectly placed in a glass rack they were title 19 frames. Went back before end of December to pick a different frame. Called around the 10th of January to pick up glasses. They were incorrectly processed (no transition lenses) gave them back at time of pick in January. Have repeatedly called them, only to get more excuses on why they are not in. It has been six (6) months and still have not received them.

      Business Response

      Date: 05/24/2025

      An employee at that location had lost the glasses and has since been terminated. When we discovered that the glasses were lost we immediately made another pair and they have been sent to the store. **** has been notified.

    • Initial Complaint

      Date:03/10/2025

      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 ordered and PAID for prescription eyeglasses on 2/3/25. Why am I still waiting for these glasses today 3/10/25? When the company screwed up why am I paying the cost in several falls as I cannot see clearly?I was told they would be available in two-three weeks, ergo, 2/24/25. I have called more than weekly to get the status of my glasses..I have experienced several falls and suffered injuries as a result of not receiving my prescription glasses. The morning of Thursday, March 6, 2025 I called, spoke to ******. I told her I wanted the owner to call me and to rush/expedite my order. I asked that the owner call me back. ****** has been most professional! No one called me back or gave me my glasses that I paid for!At that point one month and three days had passed!!! The owner did not call me. Nor offer any explanation as to why this simple prescription order had been delayed for so long. Today, 3/10/25 my glasses are still not available! No timeline either on how much longer it will take. It is clear that Hersloff owner(s) does not care at all about their clients! The state of Wisconsin should end their prescription vision coverage with this company that offers no service to their clients!

      Business Response

      Date: 04/18/2025

      The optician requested a coating for your lenses that wasnt compatible with the lens material. The lab informed the store that this combination couldnt be produced. Unfortunately, there was a delay in resolving the issue at the store. Once we realized the order was running late, we approved an upgrade worth $100 at no extra cost to you and expedited the production of your glasses. You picked them up in March.

    • Initial Complaint

      Date:11/01/2024

      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.
      -took two frames to opticians to get prescription glasses ?? into them 5 weeks ago.-2weeks after order glasses has arrived but the quality wasnt good what the employee agreed with and sent back to the lab. -3 week after the glasses was sent back to polish Ive got a call from employee that it has arrived but she thinks she needs to send back again as its still not looking good. (She also mentioned that she sent it back twice already after the first attempt)-Ive asked a refund as that point I needed glasses so badly and I cant wait any longer also if my glasses were sent back 3 times sending back again wont help (because at this point its a quality assurance issue)-company refused to give me refund. They offered two options: a I get a partial refund (125 usd) or they send back to the lab again (which again I dont think would help any more and at this point I lost trust getting my glasses correct) - Ive asked a refund policy what they couldnt provide -Ive got a hold of the supervisor on the phone who hanged up on me twice and kept saying I have to leave. (I didnt) -they called a police on me -police came everyone told what happened, the employee who was present agreed with me that its not a good job and she has never seen a refund policy since she has been working there.-police called the supervisor who couldnt provide any written document about refund policy for police request but saying numbers and made up things. So police couldnt do anything but told me my option to tell Better Business Bureau what happened -I feel that this company treated me unfairly and they didnt provide the necessary documents a costumer right to ask and see. - it seemed that police and the receptionist agreed with me but that doesnt mean that I got back my money and im still without glasses -company calling the police on me was humiliating not to talk about the bad attitude the manager had towards me on the phone -I took the 125 refund and left

    • Initial Complaint

      Date:10/15/2024

      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.
      Went to Herslof in ********* on July 30, 2024 for an eye exam with frames and lenses. It took approximately 1 month to get a call that the glasses were ready (approximately 8/27). After wearing for one week, I contacted Herslof to tell them that I felt the prescription was not correct and that I planned on returning the glasses. I returned them to the store in ********* in early September, requesting reimbursement to my Forward Wisconsin card so I would be able to seek out another optometrist for an exam and frames with corrective lenses. I was told to expect full reimbursement in 1 week. As of th is writing (10/15/24) I still have not received the reimbursement enabling me to purchase another pair of glasses which i desperately need. I tried calling their vision customer service line on October 10, speaking with ****. I was told to expect a call from the ********* location. This has not happened. I need Herslof to refund what was paid. If not, isn't this ******** fraud?

    • Initial Complaint

      Date:02/16/2024

      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 initially filed a complaint about a month or so ago about this issue, so I'm not gonna enter all of that information. As follow up, ***** from Herslof, finally responded to me (i thought it could've been because u contacted her about the problem) called me last Friday, 02/09/24. After about a 15 minute conversation we came to a resolution, so thought. I wasn't thrilled with the idea, but i agreed to pay an additional $35 that would include a NEW eye exam and contact lens trial. She said she had already talked with a co-worker about this and was going to have her call me to set up the appointment. Now it's one week later and nobody has called.To me it's pretty clear their customer service *****, is filled with hot air and no follow thru. Which brings me back to completely solving this ongoing headache by them issuing a full refund in the amount of $140.00. I believe that's the price, but I can verify the price if needed.

    • Initial Complaint

      Date:09/19/2023

      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.
      I went in on July 20 with state insurance to order my five-year-old her glasses. Her eyesight is at +10 now and July when I ordered it it was at +875. It has been nine weeks without her glasses. Her teacher is on my case about her glasses. I have called about four times in the past two weeks. They have told me there is no record of her being there. I have pictures of her when she was in there we were trying on glasses. We picked out the pair that she wanted and ordered it. The lady said do not call us. We will call you in six weeks when they are here now it is nine weeks and they are not here and I called the ****** location in ********* and shes extremely rude. My daughter needs her glasses if I had other insurance Ill be more than happy to buy her glasses, but unfortunately I cant afford that and my daughter needs her glasses now so I would like to know where her order is or her glasses.

    • Initial Complaint

      Date:11/28/2022

      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.
      End of April or beginning of may of 2022 I saw ********************** at the *********, ** location for a routine eye exam. First off he was very unprofessional basically ******* his way through the exam. I had to remind him multiple times I needed a refill on a prescription. Then, had to deal with a run around trying to get the authorization form filled out for my insurance. Was told he only worked part time with Herslof. I basically waited almost two months to finally get the paperwork filled out. Flash forward to the end of October or beginning of November of this year I needed to get a new refill for my eye drops. *** called a few times now and keep getting different answers that hes still only part time with Herslof, he was in an accident, hes supposedly having surgery, or hes no longer working for Herslof. I dont know which answer is true and I still have no resolution on my prescription refill. This company is less than helpful and less than professional.

    • Initial Complaint

      Date:10/18/2022

      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 went to take my son to get contacts for the first time. Hes been getting glasses from this location for years. We were getting his annual pair of glasses and we wanted to get contacts so that he can be more comfortable playing sports. The receptionist told us itll be $150 for the contacts and he has to take a class before they give them to us. That they will call when the contacts are ready so he can take the class. We didnt get his glasses ******* months later. Never received a call about the class for the contacts. When I called she was very rude telling me Im supposed to call when I have a witness saying they said they would call us about the availability of classes. Im appalled by their professionalism they stole the money for my sons contacts. How can a business be allowed to do that without providing the service?

    • Initial Complaint

      Date:10/05/2022

      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.
      Charged me 70 dollars for a defective pair of glasses. They also charge my states health insurance.The glasses do not fit properly. the tint is wrong, and the bifocals are too small.They slide off, and in order to read, I have to keep adjusting them so whatever I am reading are within the bifocals. I cannot afford another pair of glasses on my own, and my insurance company will not allow me another set of glasses.I'm on disability, and title 19.I want my $70. Back.The receipt is illegible.

    Herslof Opticians is NOT a BBB Accredited Business.

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