Complaints

• Initial Complaint

  01/13/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Shopko optical was in my health insurance network however they have a doctor that they provided the service to me that is not in my network and I was not aware of this so I was given a bill insurance has been rebuild and denied two times they tell me that the doctor providing the service is not in network which seems very odd because the business that employs the doctor is

  Business response

  01/16/2025

  We appreciate ****** bringing this to our attention and apologize for the billing concerns he has had. We will be working with the insurance plan to see where the issue lies so that we can take any steps necessary to help resolve the billing issue. We have reached out to both parties for additional information. 

  Customer response

  01/16/2025

  [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

  01/07/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I will never use your optical services ******** not leave phone messages on my number. Is Shopko optical being run by a fossil? Who is so old there they don't realize text messages are better because they are less intrusive?Don't contact me.

  Business response

  01/08/2025

  We apologize for any concerns that ******* has had related to any communication from Shopko. We have removed her from any recall reminders and any marketing communication going forward. If there's anything else that we can assist with, please let us know. 

• Initial Complaint

  12/26/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I went to the Shopko Optical in ***************/******, ** on 10/7/2024 and was told that Shopko Optical accepted **************** and they correctly stated that my Copay was $20, identified my policy and confirmed coverage approximately three times and confirmed on 10/7/2024 that I had a $20 copay and my insurance was accepted. Now near Christmas they want an additional $70 and Shopko Optical states that they cannot bill insurance. They are an almost 70 year old widow and they want to take advantage of Senior Citizens at this location. Please adjust your billing and CPT codes to bill appropriately and to honor your contract with ****** that you confirmed three times is covered. Please correct and refill quartz so that ****** can correctly this claim. I hope you do not take advantage of other people like this once you find out that the ******** Supplement does not pay as much as you would like and think you can bully senior citizens into paying more. I am looking forward to resolving this with you. Please bill ****** and honor your contracts and consider me paid in full after I already paid my $20 co-payment.

  Business response

  01/02/2025

  We apologize for the issue that ****** experienced in our center. In reviewing this further, while we are a Quartz provider we are not a provider for the subsidiary *************** Advantage plan. Due to this miscommunication, we will be writing off the remaining balance. I reached out to her on 1/2/25, if there's any additional assistance that we can provide, please let me know.

  Best Regards,

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

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

• Initial Complaint

  09/04/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I received a safety glasses from my employer for Shopko Optical. 5 days ago I picked out a pair and they were supposed to be on hold ( or the order was).Called today, an associate finally came on the line, proceeded to argue with me and over talk me and interrupt me until I asked for a mngr. Throughout continuous arguments concerning order, payment etc, she offered to take my portion of payment over the phone. I then called back to speak Mngr ****** ( refused last name or ID #) we discussed previous rep/ ********* business phone etiquette training and then finally came to the conclusion she felt I should purchase my safety glasses somewhere else. I stated I would, except my voucher was from Shop-ko optical. I also stated All I wanted to do was place the order from last week. **** had typed in RX on a tablet, and took a photo of my voucher from my place of work). COMPLETE **************** ****** too suggested I pay by phone when I came to a stop so the order could be placed. I AGAIN stated I would be in tomorrow after work and pay my portion with my HSA.I asked her if phone calls were recorded. She stated no. I asked the ***** name ( manager ****** kept changing the subject until I asked her if she was refusing that information. I stated how entirely dissatisfied I was with the phone calls and this whole transaction. She also refused to give me her full name for the BBB Complaint I planned to file. I tried unsuccessfully to simply order the pair of reading glasses I had on hold the prior week. She apologized, yet went on to say they had no record of my RX that was taken 5 days prior, NOR did they have a copy of the voucher from my employer. They do not keep that information on file. UNBELIEVABLE. SO therefore I was now SIMPLY READY TO PLACE THE ORDER. **** did state she would discuss with her marketing manager *******************. I tried calling this woman at **************, no replay, no voicemail etc.I am requesting a $50.00 store credit for the hassles

  Business response

  09/06/2024

  We apologize to ***** for the service concerns that she has experienced. We will be addressing these concerns and ensuring that we provide immediate assistance to help with getting her new eyeglasses ordered. 

• Initial Complaint

  03/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In early November 2023 I purchased new glasses from shopko optical in ********* for $540.00. In February I was cleaning these glasses and noticed significant scratches on them. I checked the internet for solutions and found that replacement lenses are the right solution and cot around $50.00 I contacted shopko optical and was told replacement lenses are $270.00 each. I then looked at my receipt for my 2021 glasses purchase from MO. I found that these lenses were much harder and therefor scratch resistant. I went into the store and asked why they sold me softer lenses? No answer. I asked for solutions and was told I could have purchased lenses replacement option for $30.00. I was never given that option. I was then told I could purchase new glasses. I said every 4 months and was told yes. I said that is not ok.

  Business response

  03/08/2024

  I spoke with ****************** on 3/8/24 and apologized for the issue he has had. We discussed the type of lens he has previously worn and discussed a plan to remake his glasses into this material (Trivex) at no charge. ****************** will also be purchasing our Extended Protection Plan which will provide a year of scratch protection. 

• Initial Complaint

  02/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Feb. 16 to the 19th, 2024 I tried to order my contacts, I had the exact amount and even extra to order contacts, but I called on feb. 19th to try to order them yet again. Got told my card declined even though it had the money on the card, which I did indeed check. When calling back I tried to see if it might work again and the woman who was work was ******* and she told to wait so they could and got hung up while waiting. Called again just to be told it wouldnt work while the woman basically laughed and hung up. It was the most worst feeling to be laughing at by all means. And im at the loss of words of what to do to actually get my contacts.

  Business response

  02/26/2024

  We apologize for the issue that Faith had during her visit to the center in *********. The regional manager is working directly with the general manager to get in touch with Faith and address her concerns that she has experienced. If there are any additional questions or concerns, please let me know and I will be happy to follow-up.

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

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

• Initial Complaint

  01/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In August 23 my wife purchased a pair of glasses from the Onieda St location. At the time she paid $145.00. Our insurance paid an additional amount. A week later we were called and told we owed an additional $1.06. As we had errands to run we stopped by to take care of it. When we got there we were told don't worry about it and we went on our way. In October we got a bill from Shopko for $239.99 with no explanation. When we called we were told they were not sure why and they would call back. Another month went by with no call and we got another bill. This time I went in person. I was made to wait to talk to an office manager. She was on the phone and three employees surrounding her when she talked to me. She said she would take of it and I left. We got the same bill in December with a note on the bottom telling us we were more than 90 days over due. I called again and spoke to a male at length pointing out this might go to collection. They had given us no explanation as to what the additional billing was for.At this point I need to mention that the bills they send out only have the address of the branch we went to. There is no other point of contact. When I asked about that the guy said that each branch was responsible for their own billing but he could not explain why we were getting additional bills as they are mail from corporate.Now it is ******** we have received another bill and it is in fact marked referred for collection. My wife called to complain yesterday. When we did not hear back I called again today. He says he sent a detailed email to corporate yesterday but has not heard back. This bill offers no explanation as to why we owe the additional money and does not acknowledge what we already paid.Before I run out of space I want to point out that it is extremely hard to contact Shopko Corporate. There is no POC on the bill and they can't be found on ******* I only found them because they came up as listed on the BBB.

  Business response

  01/12/2024

  We apologize about the issues that were experienced with the billing as well as the communication process that ***** and **** had with the center and our website. We will be addressing the billing issue and also look into ways to improve providing our customer service information online. If there are any additional questions or concerns, please feel free to reach out to me directly (***************************** ************).

• Initial Complaint

  01/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Shopko optical *******. breaking HIPAA laws Knowingly and refusing to furnish medical records when asked as pursuant to HIPAA privacy law, access clause. You broke the law. period. Shopko optical ******, Continuously selling broken products knowingly. FACTS. I had a glasses exam in ******. picked out, ordered and paid for my glasses in one day. Short and sweet. shopko optical ****** sold me three pairs, one after the other, of faulty glasses that broke within days. i had to wait each time for new glasses, and the employee stated as much. "idk why we sell these they just keep breaking on everyone". and then gave me a new pair of the same glasses. which also broke in days. - id like money back. Shopko Optical *******, *********, daughter and i get contacts at this store months later (i dont have working glasses after all) and they tell me i can have my contact script but not hers until she does some arbitrary class they want to make her take. i told them no thank you, ill make decisions about my daughters health and i may not want to purchase from here. ill take the script. they refuse. i talk to her boss, they refuse, i speak to the store manager. they refuse. then i speak to **** (general manager,) who admits that it is against the law to withhold medical records, but then calls me a liar and says "they never ordered you contacts, i have no info that you have them" AFTER i told him im holding them in my hand now. then he tells me they wont mail it, or send it electronically (required by law), i have to come get them. (they have mailed me scripts every year until now when requested as per the law). I still have their lenses, but now want a full refund of all services and products and an apology for violating my daughter and my HIPAA rights

  Business response

  01/09/2024

  We are in receipt of Mr. ****** concerns related to his daughters contact lens prescription request and his eyewear purchase. We have reached out and left messages with ************** on several occasions . On January 9th, we emailed ************** information on next steps regarding the finalization of the contact lens prescription for his daughter as well as details on addressing the concerns on his eyeglasses. 

• Initial Complaint

  12/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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

  12/21/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  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

  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. 

*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. ↩