Complaints

• Initial Complaint

  02/05/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Came in for a eye exam and the eye doctor messed up my order. The manager let me know that he has been messing up all of their eye exams. Ive done 4 eye exams for one pair of glasses. Wasted time and money. I believe the doctor is a danger to others. He doesnt do his job correctly

  Business response

  02/05/2025

  We sincerely apologize for the frustration and inconvenience youve experienced. We take these concerns very seriously and will be reviewing this matter to ensure it is properly addressed. Additionally, we will look into your refund request and make sure it is handled appropriately.
  Your feedback is important to us, and we appreciate the opportunity to improve.

  Customer response

  02/07/2025

   
  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

  01/22/2025

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Hello, I am filing this complaint on behalf of my elderly mother. I schedule an appointment for my mother to be seen for an eye exam and new glasses on the 20th at 11AM at your ******************************************** location. Upon entering and speaking with one of your technician, I advised my elderly mother cannot speak nor read in English. However while in the eye exam room with your virtual technician for the eye exam, I kept informing the lady my elderly mother cannot speak or read in English and I will be translating for her. About 10 minute goes by, the virtual technician stops the exam and calls for an associate to which we are informed that they will not be seeing my mother due her not being able to speak or read in English. I advised we have never had this issue at any other optometry office but we were still refused service as they did not know how to accommodate my mother. I later called your customer service hotline and spoke with someone name *****, who advised that he could file a complaint however I would not be receiving a call back nor would my complaint be handled since they cannot speak with my mother. I stated I can translate or they can get a translator, which was not even an option. He kept insisting the complaint will not be handled nor would we get a call back. I was advised there was nothing else he could do and no one else I can contact or reach out to regarding my concerns. We ended up at another Optometry place that was able to accommodate my elderly mother where she received her prescription for glasses with no issues. My elderly mother was discriminated against by your employees for not being able to speak or read in English.

  Business response

  01/22/2025

  Were so sorry to hear about the experience you and your mother had at our ********** location. This is not the kind of care we want to provide, and we understand how frustrating and disappointing this must have been for both of you.
  We want to assure you that we take this seriously. Everyone deserves to feel accommodated and respected during their visit, and we clearly fell short here. We're already looking into how we can do better, including making sure our team knows how to provide proper support for patients who need translation services. We will investigate the case and reach you out soon. Thanks for your patience. 
  

• Initial Complaint

  01/20/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  frames crack after six months of use replacement frames cracked after three months of use charge for replacement frames now frames cracked again

  Business response

  01/22/2025

  Were so sorry to hear about the repeated issues with your frames. Thats definitely not the experience we want for our customers.
  Quality and durability are top priorities for us, and we sincerely apologize that the frames havent held up as expected. Wed like to make this right for you, we will be reaching out soon. 

• Initial Complaint

  01/13/2025

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  On December 2, *************************************************** my existing frames, which were in perfect condition apart from a minor scratch on the right lens. I trusted their services and expected to receive my frames in the same condition with new lenses. However, when I picked up my glasses, I was shocked to find a new scratch on the front of the frames and evidence of sanding on the sides. I was even more shocked that they would professonally release the glasses in such a poor condition. My efforts to resolve this issue with their customer service, store associate, and customer service supervisor were unsuccessful, with the customer service supervisor informing me of the bolded line I signed, despite my explanation that the employee neglected to inform me of the potential risks. I was not given any form of writing to know what I was signing, I was only given a tablet with a box to put my signature on. If I had been informed, I would have chosen to continue wearing the scratched lens until it was time to replace the frames altogether. I am thoroughly disappointed with the service I received, especially if this is the way the business treats their customers altogether. I never want someone else to go through this experience, especially with the cost that I paid to have the lenses replaced and not being informed of what I was signing. Not one customer deserves to be belittled for speaking up against a business who failed to meet the minimum of a customers needs.

  Business response

  01/15/2025

  Were sorry to hear about your experience, and we truly regret the inconvenience caused during your visit to Stanton Optical. This is not the level of service we strive to provide.
  We appreciate your feedback and are addressing this internally to ensure better communication and care for all our customers. Our team will be reaching out to you shortly to discuss this further and work toward a resolution.

  Business response

  01/16/2025

  We spoke with the patient and assured her that she is welcome to visit us for a brand-new frame and lenses at no charge. She had not contacted the store prior to submitting her BBB complaint, but now she knows we are committed to resolving the issue and ensuring her satisfaction. This matter has been resolved.

  Customer response

  01/16/2025

   
  Complaint: 22805208
  

  I am rejecting this response because, contrary to your claims, I did indeed contact Stanton Optical on ******** Road and **************** on Monday, January 13, 2025, prior to submitting my official complaint to the BBB. I have proof of these phone calls, complete with timestamped records. I have also repeatedly explained that the employee at the ********************* store only provided a tablet with a blank space for me to sign without any documentation of what I was signing. I decline to proceed with new glasses as the overall experience and the business should be discredited for their actions. If the refund is unable to be issued, then I will take it as a loss of money for the business's financial gain, but most of all, as a ****** learned.
  

  Sincerely,

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

  Customer response

  01/16/2025

  I would also request the BBB to ask for the recordings of both phone calls for the Stanton Opticals **************** phone line. The first phone call made was with a representative who then informed that the store would be in contact with me. After I had spoken with the store associate, I called back to the **************** to speak to a supervisor regarding the matter but instead received belittling responses. 

  Business response

  01/17/2025

  Ms. *******

  We apologize for the confusion regarding the communication you have kept with our customer service lines and our store. We respect your decision on not wanting to place the order again, therefore we have issued a full refund today. We tried to contact you to inform you about this, we left a voicemail on your cellphone. Please allow 2 to 5 business days to have it reflected with your bank.

  Thank you for your patience and for the feedback provided as this allows us to improve.

   

  Customer response

  01/17/2025

   
  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

  01/11/2025

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  En la tarde ****** fui al centro que est ubicado en ***************************************************************, para hacerme unos anteojos, por la oferta que tienen de progresivos y nadie me explic que segn la medida de vista eran el costo de mis espejuelos, por lo que no acept y tuve que pagar el servicio de la medida de vista que fueron ******. Lo que no entiendo porque deben explicarle mejor a los pacientes como es el funcionamiento y los costo, porque creo que todos tenemos derecho a que se nos explique, esto lo hago con el objetivo de mejorar el servicio y que otros no pasen por lo mismo que yo pase

  Business response

  01/13/2025

  Lamentamos sinceramente la experiencia que tuvo uno de nuestros clientes en nuestra sucursal. Reconocemos que no se explic claramente el funcionamiento * los costos de nuestra promocin ********* progresivos, * pedimos disculpas por cualquier inconveniente causado.
  Estamos tomando medidas para mejorar nuestra comunicacin * asegurarnos de que todos nuestros clientes reciban informacin clara * detallada. Agradecemos el feedback * nos comprometemos a seguir trabajando para brindar un mejor servicio.

  Business response

  01/22/2025

  Thank you for visiting us! We're glad you were able to come in and select your frame. Your new progressives have been ordered, and well notify you as soon as theyre ready for pickup.

• Initial Complaint

  01/08/2025

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Date of service of 12/21/2024 My husband and I walked in to have our annual eye check up/glasses prescription update. We appreciated that we able to see an eye doctor without wait time. However, upon going through the usual check up by the assistant we were taken to the back and we realized the the eye checkup was remote with a technician and not an eye doctor. Upon inquiry, we were informed that we had signed to have a remote eye check up which both of us could not recall signing. Apparently, the eye *** only signs on the technicians assessment to prove that an eye doctor performed the test. We feel this in an ethical and should be investigated especially when customers are not clearly notified that their is no eye doctor and the technician is the one who performs the eye examination. Thank you and look forward to hearing from you. ******* *****

  Business response

  01/13/2025

  Thank you for reaching out and sharing your concerns. We value your feedback and would like to clarify our approach to eye care.
  At Stanton Optical, we prioritize your eye health, especially in todays digital age where increased screen time can lead to eye strain and related issues. To ensure access to high-quality and convenient care, weve embraced innovation by offering telehealth services as part of our exam process.
  Through this system, independent eye doctors from Physicians Eyecare Groupcomprising licensed optometrists and ophthalmologistsoversee and validate the results of exams performed with the assistance of trained technicians. This collaborative approach allows us to deliver reliable prescriptions and care while ensuring efficiency for our patients.
  We understand that this process may have caught you off guard, and we apologize if it wasnt clearly communicated during your visit. Transparency is important to us, and well review our communication practices to ensure every patient understands the process before their appointment.
  Please feel free to reach out to us directly if you have further questions or concerns. Were here to help and are committed to providing you with the best care possible.

  Business response

  01/14/2025

  We reached out to the patient to address her concerns regarding the hybrid exam process and to provide clarification on her experience. During the call, we made every effort to explain that the prescription was overseen, approved, and signed off by a licensed doctor, ensuring its accuracy.
  Unfortunately, the patient was upset and confrontational from the start of the conversation, which limited our ability to provide detailed explanations or address her concerns effectively. She expressed a lack of confidence in the prescription, despite not having new glasses to assess it, and mentioned her intent to seek an in-person examination with another provider. Before we could fully address her concerns, she ended the call.
  To ensure accountability and transparency, a team member, ******, was present during the conversation as a witness.
  We are committed to resolving this matter and are available to continue addressing the patients concerns should she choose to re-engage with us.

• Initial Complaint

  01/07/2025

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On September- 6 ***** I went to stanton optical 790 skymarks ** #*** to get an eye exam I completed the exam and was told that I needed glasses. I picked out my frame and lenses and paid $400 for the glasses 45 minutes after leaving the stanton optical I gave them a call and told the that I no longer wanted glasses The manager of the store told me that I could not get a refund because the order was already processed and I would have to call back in two weeks. I called back and the store manager told me that I could not get a refund because the order had been processed I said to her, I told you that I did not want the glasses so I want my money back She toid me If I wanted a refund to contact my bank. I went to my bank file a complaint against this company The *** from the bank and I contacted stanton optical on many accassions We were told that they would review the information and give us a call back They did We called back They put us on hold for 30 minutes and never came back to the phone We tried contacting several more times with no results It's been 4 months I never received the glasses nor do I want them i want my $400 back so I can move from this situation

  Business response

  01/07/2025

  We would like to apologize to the customer, as this is not the type of experience we want for our patients. We value all feedback and will take this opportunity to implement improvements to avoid similar situations in the future.
  With that said, on December 6, 2024, the customer initiated a chargeback for $400 through their bank. The chargeback was accepted, and the refund was processed accordingly. Despite our efforts to reach the customer for resolution prior to this, we were unable to connect with them.
  As the refund has already been issued via the bank, we are unable to process an additional refund to avoid duplicating the reimbursement. This matter has been resolved through the customers bank.
  We appreciate your understanding and are happy to provide additional documentation if needed.

• Initial Complaint

  12/31/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  This started on March ****** I bought two sets of glasses you got one +another for $79.00 + I got the transition to sunglasses total $137.50 twice so I had two Blue green and two brown when I ordered them, they were for distance and progressive, and then on the way home, I changed them the brown ones for distance and the bluish green ones for reading once I got them I didnt like them so the were nice to change them back to the original order of distance and progressive I kept the one brown ones just as they were gonna change just three of them back because the brown ones had the transition on them. It took forever and ever to get them back. I only got two pair back. They said I returned one of them the brown, which I didnt. These glasses give me headaches. Ive taken them back and taking them back and then one of them the lenses keep falling out, so I took them to ****** optical and LensCrafters, and they both have told me they have cut the lenses too short to fit into the frame so I have taken them back to Stanton optical two times they were so busy I left then I took them back And the one girl told me ***** I cant touch them We cant fix them. Weve done enough for you and you have to get out of the store I said what and then she told it to me again I told her I wasnt the one that cut these lenses your company did??I walked out of the store, I called their corporate office. Told the *** my story he said hed get back to me. Never did call back got another *** told him my story. He said well get back with you within 48 hours. Never heard from him called back. Talked to another *** told him I wanted a supervisor a supervisor came on, and I told him the story + the people at your store Are very disrespectful. They have no customer service skills the manager is very unfriendly Oh ***** Im so sorry will get right back to you thats been two weeks. I dont even wanna go into that store. I just want my money back. Ill send these glasses back whatever ??

  Business response

  12/31/2024

  Were so sorry to hear about your experience. This isnt the kind of service we want anyone to have. Well be reaching out to you as soon as possible to make things right.

  Business response

  01/03/2025

  We sincerely apologize for any inconvenience caused and appreciate the opportunity to address this matter. The customers refund of $274.90 has been processed, and we want to reassure her that she will receive it promptly. We have tried to contact the patient, and we haven't been able to speak with her. If more information is needed, please reach out. 

• Initial Complaint

  12/31/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On Monday, December 30, 2024, I took my son in for an eye exam. When they called in my son, the technician asked my son if he wanted glasses only or glasses and contacts, and he said both. However, since he is a minor, I believe they should have asked for my consent. When it was time to pay, they attempted to charge me extra for a contact lens exam. I was not informed about the additional cost, nor did I authorize this exam. Given that my son is underage, they should have sought my approval and clearly explained the extra charges.I am requesting that the company honor the original cost of a glasses-only exam and provide me with his prescription.

  Business response

  12/31/2024

  Thank you for reaching out and sharing your concerns. We take all feedback seriously and want to ensure we address this properly. We will investigate this matter and reach out as soon as possible. Thank you

  Business response

  01/06/2025

  We thank you for the opportunity to make things right, the patient paid for her exams, including one for her son, without any issues. She left satisfied after paying for both her ********************** and her contact lens exam at the glasses prescription rate. This patients concerns have been fully addressed and resolved successfully."
  Let us know if youd like further adjustments!

• Initial Complaint

  12/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  on November 6, 2024, went in for an eye exam for contact lens. had a DOT physical on dec 19th, received my trial pair of contacts and everything was a blur in my right eye, went back to the concord office on Dec 02 for a reexam waited 2 weeks for a new trial pair of lens to come in, this time I tried the contacts on in there office and use their eye chart to check my vision, now the left eye was blurred I took them out and thew them in the trash, they didn't even offer a reexam or a refund, I would have not excepted a reexam from them, how can you have an eye exam when the doctor is sitting in Florida and you have employees doing the testing, I had to go to a real eye doctor for my contacts so i could pass my DOT physical , my vision is nothing special I have 20/40 without correction 20/20 with so it wasn't like Stanton had to do anything special with the exam

  Business response

  12/26/2024

  We apologize for the experience you had in one of our stores, rest assure we will be looking into this and ensure we address it as soon as possible; we will reach out soon. 

   

  Customer response

  01/06/2025

   
  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,
  
  ****** ******

*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. ↩