Complaints

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

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  Shopko Optical

  1056 E Green Bay St Ste 500 Shawano, WI 54166

• 

  Shopko Optical

  723 Main Ave De Pere, WI 54115-1371

• 

  Shopko Optical

  123 N Mall Dr Appleton, WI 54913-8531

• 

  Shopko Optical

  1212 S Koeller St Oshkosh, WI 54902-6170

• 

  Shopko Optical

  N6663 Rolling Meadows Dr Fond Du Lac, WI 54937-9501

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:12/23/2023

  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 was suppose to have a follow up eye appointment for getting my regular set of contacts. Which I called two weeks ahead of time to schedule it at 10:30 a.m. the person who then answered confirming at 10:30 a.m. A week later I get a text message it was set for 11 a.m which I was confused about at first. So I got there at 11 a.m because it said 11 through the text message. I get there and walked in, I asked to check in for the appointment, and the women who was working at the front had a very rude tone with me, I ask if I could get both the set of trial contacts just in case I lose one which happens. And she rudely was telling me no we cannot do this for you beside the one eye. Which the appointment was suppose to be with the contacts which nobody told me that when I was there last. So now I have to wait to make a new appointment due to what happened today. But it was definitely the worse experience i had there. *** went there for years and i never once had an issue like this before. But i would like a apology cause of the time spent going there just to get denied for the appointment cause I live in ********** **.

  Business Response

  Date: 01/02/2024

  I reached out to Faith and apologized for the service she received during her recent visit. We did discuss that the left lens was ordered and has been set aside in her file. She will be picking this up and then scheduling a follow-up visit to finalize the contact lens prescription at that time.

• Initial Complaint

  Date:12/21/2023

  Type:Sales and Advertising 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.

  Eye exam from Shopko. ******* arrived with wrong prescription. The prescription had barely changed from the year before yet could not see or double vision with new glasses. They would not give another exam without paying again so left with a useless prescription

  Business Response

  Date: 12/22/2023

  We thank **************** for bringing these concerns to our attention and apologize for any inconvenience this has caused. We have worked with him to return to the center for a follow-up exam which we will do at no charge on 12/28. At that time we will review what changes need to be made with the lenses and will address them accordingly at that time as well. 

• Initial Complaint

  Date:12/01/2023

  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 am not sure if this is the correct place.to report this, but I have been unable to find elsewhere. In Dec.2019 I was taken out of the workforce due to health issues. I have ******** and ********* I had been having some vision issues I made an appointment with Shopko Optical in **********, ** around August this year. Had my appointment which didnt seem to go as I had seen with my parents appointments didnt think much of it, then I was to pick out a free pair of frames with no help then was told since I am "State" paid dont expect my glasses for a few months. Which they came in less then a week. I get them.and they do no good for me so total waste of "State" funds. Fast forward to Oct. I have to get my license renewed and fail the vision test with my left and barely pass with the right. I worked hard as a CNA before my health issues I expect to be treated like everyone else "STATE" paid or not. Ot makes me question everything now like am I going to be treated with such disrespect from all my medical needs? And now have to find a new eye Dr and waste more "State" dollars. If this is not were to report this please lead me in the right direction. Shopko cannot keep treated people like this

  Business Response

  Date: 12/04/2023

  We appreciate being made aware of this service concern. We apologize for the service that ******** received and we will be addressing this with the teammates involved during her visits to the center. We would welcome the opportunity to have her come back in for a recheck and to remake the glasses in the event there is a prescription change. I did speak briefly with ******** and let her know that I can be reached at ************ in the event we can offer additional assistance. 

• Initial Complaint

  Date:10/02/2023

  Type:Service or Repair 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.

  If I could give this doctor 0 stars, I would. Absolutely HORRIBLE experience with *********************** today. First time ever going here. I have had my same contact prescription for almost 12 years. I go to a clinic that is covered by my insurance, get an eye exam, get my prescription, get my dailies and my monthly contacts and a prescription for glasses. This is what *** done for almost 12 years.This encounter, though, I was met with some sort of belittlement, push back, and a condescending attitude by ********************** her words, you should really just stick to one type. Not both.In which I replied, I would like to have both monthly and dailies and glasses. I travel and its easier to just take dailies with me on long trips as needed or wear glasses. Its what Ive done and I like it.She continues to ask questions as to why I like dailies and whether I have some sort of issue with money, cost and affording? No? Wtf? The question itself made no sense.I was so appalled with her behavior that I stormed out of the clinic. Absolutely ridiculous. I have NEVER walked out of a business and verbally voiced my disdain for such bad service. This was the first time in my life that someone made me so angry that I had to walk out. This was so out of character for me but this Doctor was a realyou get the idea.STAY THE F*CK AWAY FROM HER

  Business Response

  Date: 10/04/2023

  We appreciate ******** bringing this concern to our attention. We want our patients to have an excellent experience during their visit. We have reviewed and discussed ********'s concern with the doctor. We also understand that ******** has completed an exam and ordered contact lenses at our other location In ***********. We appreciate his continued patronage. In the event that there is anything else we can assist with, please let ** know. 

  Customer Answer

  Date: 10/05/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  Although the business has allegedly talked to the doctor, I still feel that this doctor will not change their ways. The fact that I purchased my contacts and glasses at a different location does not mean anything. I needed contacts. I didnt have any left. And after that horrid experience with said doctor, my only contacts I wore that day, I had to take out for the exam and then I lost them because I was mortified with the experience.

  I was told that the exam would be free. That was a lied. I still paid. Additionally, my one month contact pair was ruined. I expect to be compensated for my 1 month contract and exam.

  
  Regards,
  
  *****************************

  Business Response

  Date: 10/12/2023

  We spoke with ******** on 10/11/23 to address these concerns. 

  Customer Answer

  Date: 10/12/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  *****************************
  

• Initial Complaint

  Date:09/08/2023

  Type:Sales and Advertising 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.

  In January of 2023 I went to Shopko Optical in ********, ** for an eye exam and a pair of glasses to use when using my computer. I received the glasses in February and took them home. (I have floaters in my eyes). After wearing them for a couple of weeks and after repeated cleanings I noticed they were scuffed. I thought it was my floaters. I took them back. They checked them and found BOTH lenses were scuffed. They said they had to replace the lenses. After 3 or 4 weeks and not hearing from them, I called and was told the glasses were in. So, I drove over there again and picked up the glasses. After wearing them for a while something didn't seem right. Whenever I looked at my phone with them on the phone looked like it was twisted. I stopped wearing them because I had no idea what was going on. About then was time for my regular/annual eye exam. After telling my Doctor about the twisted look when I used my phone he told me they had doubled the correction on the right eye and halved it on the left eye or right and left lenses of the glasses. This, he said, would cause the "twisting effect". I went back again, and spent 40 minutes trying to calmly explain what they had done. To no resolution. They kept insisting they only had a 30 day return/replacement policy even though we'd gone passed that with the scuffed lenses issue. I was willing to have them do the correct prescription, but now, after reading the reviews I just want my money back. I spent $209 out of pocket, the insurance paid $400 + dollars and they should be reimbursed as well so I can go get a new pair. After having trouble with the scuffed lenses, wrong prescription, no return call to pick up the glasses and three trips wasting 4-5 hours of my time I don't wish to deal with them any longer. (I have my receipt but my scan isn't working on my computer so I can't upload it). Thank you for reviewing this.

  Business Response

  Date: 09/11/2023

  Thank you for sending this concern.   Shopko Optical has contacted the customer and resolved the concern.  We will be remaking the lenses at no charge.

  The patient was satisfied with this resolution.  

• Initial Complaint

  Date:08/30/2023

  Type:Service or Repair 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.

  I have insurance, which did fully pay for my glasses. My complaint is not regarding payment for the original purchase of glasses. In October 2022, I had my eye exam and glasses made and picked up. Within a couple of months, my glasses completely split in half at the bridge of the nose, while I was driving, with no apparent reason. I had squinted to drive there to see what they would be able to do. This optical store is located on *********************, ****************. They had replaced the frames, from stock, and popped my lenses in, free of charge. Now it's the end of August, and the spring for the arm of the frame is gone because the arm has fallen off. No frames in stock this time. Exam not "due" until October of 2023. This time, I have to PAY ALL COSTS FOR REPLACEMENT. I'm disabled, with no other income. They will not allow payments, everything must be paid in full before ordering. I cannot see without my glasses for driving or anything else. They have never disclosed in all the years I have gone there, that if you "attempted" to repair glasses (to see to drive there) your insurance won't cover a replacement!! The "temporary repair" didn't even work!!! What are people supposed to do, when they have no money to cover anything and cannot see without them!! I am beyond upset and cannot even borrow from anyone.

  Business Response

  Date: 09/05/2023

  We apologize for the issues that ***** experienced with her eyewear. The manager of the location reached out to her and on 8/31, we replaced the damaged frame with a new one.

  Customer Answer

  Date: 09/05/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  ***********************
  

• Initial Complaint

  Date:04/23/2023

  Type:Service or Repair 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.

  12/1/22 Shopko Optical ************ Cylinder Axis Rt. *** +**** ***** **** Lt. *** +**** ***** **** 4/11/23 ***** Family ***care Sphere Cylinder Axis Rt.*** +**** ***** 080 Lt.*** +**** -**** 036 12/1/1022 I had my eyes checked by Shopko Optical Care. They gave me a prescription with the results of the test. The results are shown on the chart from Shopko Optical dated 12/1/2022. I took the prescription to **************************. where ***** ************** is located. They created a lab copy for their records. They did no transpose any of the test results, everything was entered properly in order for them to order the new glasses I had chosen. I ordered the new glasses and paid ******* $197.00. The new set of glasses came in and it was around the middle of December before I could get in to try them on. When I went in to try them on I told them that they felt "off" somehow, and was told to try them for a few days and come back if need to. At that time my husband and I had to leave for a 3 month planned trip out of state. I dealt with the glasses while we were gone, which included headaches and dizziness. At some point I did contact Shopko to let them know I was having problems and was advised to come in as soon as we returned. According to **************, I was given the wrong prescription by Shopko. I feel Shopko should reimburse me for the $197.00 I paid for the original prescription. The manager has refused to even discuss it.

  Business Response

  Date: 05/12/2023

  Thank you for sharing this customer's feedback.  We have attempted to reach this customer on several occasions to discuss and resolve the concerns raised without avail.  We invite the customer to contact ***************************** (Chief Experience Officer) to discuss this concern.  He can be reached directly at **************.  

  Customer Answer

  Date: 05/25/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  ***********************
  

• Initial Complaint

  Date:04/12/2023

  Type:Billing 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.

  I have not heard back from the manager about my original complaint. I was seen last summer for an eye exam. When I arrived I was told the doctor wasn't in or the manager. They said that could do the exam only virtually. I explained as long as my insurance coved it. So they went ahead with appointment. A few hours later they called me and said that the insurance did not cover the virtual appointment and they wanted me to pay for the appointment. I explained that I made it very clear that they check to make sure it was covered. I have state insurance ********* After several months of going back and forth with a manager that was no longer there and to work with the part time manager that was there I explained that the prescription that they gave me was off and that I realized that everything was blurry in the left eye. That I wanted to have a my exam redone with the doctor on duty since my insurance didn't go through. My insurance deny the exam saying they were already charged and that Shopko would have to retract the original charges. I explained this the manager this was well over a 2 months ago. She explained that she that she would email someone higher up on what to do. After a few weeks I called her back and she she still haven't heard anything. From last call on I have been trying to reach her have left messages. With still no call back. I just want to be able to see and have them fix were they went wrong.

  Business Response

  Date: 04/19/2023

  Good morning:

  Shopko Optical contacted the patient regarding her complaint.  The patient came back into the center for a recheck.  The Doctor performed a comprehensive eye exam and was able to resolve the patient's concerns.   We believe that that this complaint has been resolved with the patient.  Thank you! 

   

  Customer Answer

  Date: 04/19/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  **************************************
  

• Initial Complaint

  Date:01/05/2023

  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.

  I had an eye exam in November 7th, 2022. I ordered glasses after the exam. They came in wrong after the order because they we're a special requested eye power for computer use. Instead they upped the prescription significantly and delivered them to me. Since then, we have ordered the glasses 4 x trying to get them right. The assistant confirmed they haven't actually been ordered the last two times, they just keep sending the same "wrong" pair to me. Now I'm out of the area, 2 months has passed, been in 4x and had a family member fly the new glasses to me. The glasses have been returned and now the manager won't call me back to either try and get the lenses correct or refund my money. At this point I just want my money back. I love ***************** as a doctor, but the staff isn't very helpful. The manager unfortunately is the only one that can refund my money.

  Business Response

  Date: 01/09/2023

  ********************** visited our center in ********* ** for an exam and ordered a pair of eyeglasses. Unfortunately, there was an issue with the lens style that was ordered which required a remake. This was rectified, but there were concerns with the prescription which required additional remakes.
  
  Due to the ongoing concerns and this complaint, the manager of the center reached out to **********************. We apologized for the issues that have been experienced and subsequently processed a refund for ********************** which she will be receiving within the next **** business days. 

  Thank you for bringing this customer concern to our attention.

• Initial Complaint

  Date:12/06/2022

  Type:Sales and Advertising 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.

  My health insurance company pays $100 per pair of eyeglasses to the provider as well as having an available discount plan. I went to Shopko, found a frame, and sound down tih a young lady representative. I gave her my discount plan and the "Group Code" for my insurance. It had earlier been confirmed by another worker that I did have the $100 benefit.Finally, she gave me a price of around $700 for the cadillac lenses, which I told her I did not want. I wanted the lenses included in the discount plan, plus anti-reflective coating and the eyewear protection plan. I again referenced the pricing on the discount sheet. She said, "You're better off with our sale pricing." After a few more minutes on the computer, she came back with a price of $400.39. I asked if that took into account my $100 insurance benefit, and she said, "You don't get that with our sale pricing." What? That is a payment made directly to them!Back home, I looked at her numbers and compared them to the discount plan pricing, and then took of the $100 insurance payment. $192.39! Her "sale pricing" that was "so much better than" my discount pricing was actually $208 more! Was their plan to file my insurance claim and keep that $100, making the true price they received $500.39?What a used car sales pitch! This is deceptive sales practice! I want Shopko Optical to honor the contract they have with my insurance company and the discount plan, both of which identified Shopko as "in-network." And I want Shopko to stop this deceptive sales practice! I guess she was looking for a Christmas bonus?!?!?!

  Business Response

  Date: 12/12/2022

  We appreciate you bringing this concern forward.  *********** followed up with ******************** on 12/9/22 and obtained additional details on what occurred. While the intent of the optician was to provide eyewear and pricing options to ********************, based on his feedback we did not provide this in a clear manner. There are multiple options related to utilizing promotions or insurance and depending on the eyewear that a patient is interested in, one solution may be better than the other.

  Unfortunately, when this patient attempted to reach out to us to discuss his concerns, the Company contacts were on vacation and failed to respond.  We did offer an apology for the service he received and the lack of timely follow-up.  *********** also provided a direct contact line in the event that we can be of any additional service in the future. 
  

  Thank you again for providing us this feedback and for the opportunity to address these concerns.

  Customer Answer

  Date: 12/12/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********.  Although the response wrongly states that the salesperson was giving me options - including what my insurance would cover -  I have moved on and gone to a different company for my glasses.  Shopko Optical failed to answer my phone call, text message, ******** review, or ******** direct message in a timely manner.  I guess the entire organization was on vacation! 

  So, despite their failures and the COO's failure to actually understand what I was telling him when he finally called me in response to this complaint, I will accept their response here to be done with the company.  They should all be selling used cars instead of selling corrective lenses.
  
  Regards,
  
  *************************