Complaints

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:01/09/2025

  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.

  In July 2024 I recieved new eyeglasses from Optical Outlets at the cost of $380. Within three months one nose piece broke off. In December an ear arm broke off. I work out of town and Optical Outlets is closed when I get off work. January 7 2025 I got the chance to finally get the eyeglasses back to the optical center for repair.The employee took my glasses to another room and put a new nose piece on but told me I needed to pay $40. for new frames because she couldnt fix the ear arm.Since the glasses had to be sent out for a new frame I would be without my glasses for a week or more.I was willing to pay for new frames until she handed my glasses back to me and there was a big deep scratch right across the right lense. I was mortified. Not only was I going to have no earpiece, now I had an unrepairable scratch through the middle of my lense over an inch long! Im fairly certain it happened when she tried to fix the ear arm because the arm was very sharp metal where it had broken away from the frame. However, when I complained about the scratch the employee stated it was there when I brought the glasses in. No it was not. Why would I be willing to get new frames for a damaged lense that is now useless. Now Im back to where I was in July needing to buy new eyeglasses and out $380.I will be filing in small claims court but that is costly too when I live paycheck to paycheck. I do have pictures to submit if needed.

  Business Response

  Date: 01/13/2025

  Patient was reached out to from the management team the day after visit for repair. The original associate repaired a missing nose piece and was unable to repair the frame as the metal was broken, stated dog sat on the frame. Manager was not on site when incident occurred, and we would never argue to a patient speaking on something we were not present to know. The glasses are being remade and repaired we were not given the opportunity to resolve with patient, mother reached out before management was made aware. In the future, **** offers a one-year warranty covering frames and lenses for $35, must be purchased at time of order. Again, we were happy to resolve once it was brought to our attention. Order was placed for repair 1/9. 

  Customer Answer

  Date: 01/23/2025

  I recieved new eyeglasses from Optical Outlets after calling the manager two days later.;however I was told by the attendant that I had no recourse since I hadnt purchased the warentee at the time of purchase. I was not informed of a warentee at time of purchase. I feel the attendant who dealt with me could have saved us all a lot of stress by giving us her managers phone number or called her manager herself. Instead she argued with me about who was responsible for putting the scratch on my lenses making me feel like a liar. This situation is resolved.
  
  

  Customer Answer

  Date: 01/24/2025

   
  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.I recieved new eyeglasses from Optical Outlets after calling the manager two days later.;however I was told by the attendant that I had no recourse since I hadnt purchased the warentee at the time of purchase. I was not informed of a warentee at time of purchase. I feel the attendant who dealt with me could have saved us all a lot of stress by giving us her managers phone number or called her manager herself. Instead she argued with me about who was responsible for putting the scratch on my lenses making me feel like a liar. This situation is resolved.
  
  Sincerely,
  
  ****** *******