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:04/04/2025

  Type:Delivery 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.

  rdeborah12601Mar 25, 2025, 11:37 EDTDear FSA Store Customer Service,I am writing to report a significant issue with order number ******** a pair of glasses I received yesterday. There is a substantial discrepancy in the size of the lenses, with the right lens considerably larger than the left. This difference is not only visually apparent but also causes noticeable discomfort and pressure on my face, resulting in persistent headaches.This level of asymmetry is unprecedented in my experience with prescription eyewear. The physical imbalance is concerning, and I am worried about potential long-term consequences from wearing these ********** rectify this situation, I request either a replacement pair of glasses crafted to the correct specifications or a full refund. I can be reached at *********** to discuss the next steps to resolve this matter promptly.Sincerely,Raleighn ********

  Business Response

  Date: 04/14/2025

  Hello,

  This issue has been resolved with the customer by email communication. As stated in our return policy, lenses are custom made to the specific prescription written by a patient's eye care professional. Our return policy states the glasses can be returned for a 100% refund on the cost of the frames and a 50% refund on the cost of the lenses. This is standard operating procedure for all online eyewear companies. We are making a one time exception for this order and giving the customer a full refund once the glasses are returned. A pre-paid label was provided to the customer to return the glasses. We look forward to getting this resolved as quickly as possible.

   

• Initial Complaint

  Date:03/21/2025

  Type:Product Issues
  Status:

  UnansweredMore 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.

  ISSUE : Seeking FSA Optical to FINISH THE **** UPDATE on my (5) pairs of glasses immediately. I have been waiting for TWO MONTHS OR give me a full refund.TRANSACTION:On 11/14/25 I purchased (5) pairs of high-end eyewear glasses through FSA Optical.Upon receipt of the products I discovered that the quality of the prescription lens was not up to par on ANY of the products. I could not see out of them. The vendor offers 100% satisfaction with the products that I purchased through fsa-store optical.Based on their terms I am entitled to an exchange of the prescription lens on all (5) glasses allowing 50% of the prescription lens cost applied towards the exchange. I wish to retain all (5) ********* a consumer is is frustrating that there is no way to get a LIVE representative to answer questions. An emails/voice-messages went without response. There is an AI "Chat Box" that gets you no where.I finally received information from ****** / Glasses Manager who gave me the appropriate information for shipping. FSA Optical received my returned products (photos attached) on 1/28/********: ************************************** Phone: ************** / Fax: ************** **I have been waiting for 2 months for the updated product. My emails seeking follow-up updates either go unanswered by FSAstore OR they just elaborate on how backed up they are with their workload.____________________________________________________________________________________-LASTEST UPDATE:***** (FSAstore Optical)Mar 20, 2025 *****************(THEY HAVE HAD MY PRODUCT FOR ALMOST TWO MONTHS!!!!)*****************Hello *****, Thank you for contacting FSA Store Optical. The return volume is extremely high at the moment, currently, it is still being processed. We'll send the updates to your email. We apologize for the inconvenience this may have caused you. Please let us know if you have any additional questions. Thank you for choosing FSA Store Optical

• Initial Complaint

  Date:01/14/2025

  Type:Product 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 ordered RX glasses from website. I received them and they were poorly done. The glasses were not done properly and was not able to use them. I could not see wearing them. I contacted FSA optical and was told to send them back. I received a pre-paid *** packaging slip to send it. ****** from FSA OPTICAL sent the *** slip to mail the glasses back. I attached the RMA#G3420223 as told from email. The glasses were delivered on 1/2/2025. I waited a week and called ************, nobody picked up. There is just a recorded message. I tried every day since and same message. I sent email to ************************************** and no response. I sent chat on website, no response. These glasses cost me $375.95. I uploaded receipt

• Initial Complaint

  Date:12/12/2024

  Type:Product Issues
  Status:

  UnansweredMore 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.

  Complaint Against FSA Store Optical Unauthorized Shipment and Refund Denial The store did not ship my product for two weeks, and when I requested cancellation, the company failed to honor my request and instead proceeded with production and shipment despite my explicit instructions. I am seeking a full refund for this order.Timeline of Events:December 5, 2024:I contacted FSA Store Optical via live chat to request the cancellation of my order. The representative informed me they would check with the lab about the possibility of cancellation. They informed me lens weren't produced but the order is in progress.December 6-9, 2024:FSA Store Optical representatives informed me that the lenses were already in production and that only 50% of the lens cost would be refunded if the order were canceled. They offered me two options: proceed with the order or accept a store credit.December 10, 2024:Despite my objections, they proceeded with production.December 12, 2024:I received an email stating that the order was shipped, directly against my instructions to cancel the order. The tracking information confirms the shipment.Issues with the Companys Actions:Failure to Honor Cancellation Request:I requested the cancellation of my order before it was produced. The company failed to honor my request and instead continued production and shipment.Unfair Refund Policy:The companys refund policy penalizes me for canceling an order despite their acknowledgment that production was not completed when I initially contacted them.Unauthorized Shipment:Proceeding to ship the order against my explicit instructions is unacceptable and constitutes a breach of trust.I am requesting the following:A full refund of $497.95 to my original payment method.An immediate acknowledgment of their failure to comply with my cancellation request.Supporting Documents: I have email chain conversation with them.I look forward to your assistance in resolving this matter promptly.

• Initial Complaint

  Date:01/04/2023

  Type:Order 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.

  On November 30th, I received an email about an issue with the prescription I uploaded. It said my glasses order indicates that I want a single-vision lens; however, the prescription was received for a Bifocal lens. I am not an ophthalmologist, and I didn't know my prescription was for a Bifocal lens, as I've worn readers for the past several years. So, when I emailed my response back for single vision only, I thought they were referring to readers. The email didn't make reference until the very last sentence. I didn't see that sentence until I called and talked with a representative and supervisor who brought it to my attention. The supervisiors also said I confirmed I wanted Distance when I called. I told her I never did, as I do not use glasses for distance, so I would never confirm. What I confirmed was for single vision, which I thought we were talking about the same thing - readers I responded and called the same day. I affirmed in the email and called that I only wanted the single-vision lens. In my mind, the single-vision lens is for readers. I didn't see the ******* (FSAstore Optical)Nov 30, 2022, 10:04 EST Hello *********, Thank you for contacting FSA Store Optical. Your glasses order indicates that you want a single vision lens, however the prescription received for a Bifocal lens. We offer No Line Bifocal Lenses for an additional cost, please note the Blue light blocking addition is not currently offered on a progressive lenses, so this option will be removed if you decide to change to a progressive lens to match your prescription. To change the order to a progressive lenses, removing the Blue Light Blocking addition will cost a total of $40.50 more than already paid as the $25.00 cost would roll into the needed price for the *********** lens If you wish to upgrade. We can keep the Blue Light Blocking option on here if you confirm you want distance only.My response back:Hello. I only want the single vision lens option and not the bifocal lens.

  Business Response

  Date: 01/22/2023

  Hello! We apologize that your experience was less than ideal. An exchange for the readers has been initiated by our customer service team. Please check your email regarding next steps in the exchange process. Thank you