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:17/11/2025

  Type:Customer Service 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 wrote a review on REMOVEDabout my experience with Robertson Optometry.I used my Gmail. My user name is Peace Lily REMOVEDwrote a response on behalf of the business. She used my full name, first and last, as well as referencing medical information.I sent an email, Friday, Nov 14, asking my personal information be removed from the businesses response, as I did not consent to having private details published online. I feel this is a violation of the Privacy Act, especially in reference to a concussion.REMOVEDemailed a response, Saturday, Nov 15. She stated only when my review was taken down would she remove the personal and medical information she posted in her response.I feel this is extortive. Thank you

  Business Response

  Date: 18/11/2025

  Hello,

  I just want to clarify that at this time I have removed REMOVEDname from my response and deleted the information about her concussion from my response.  On November 15, 2025, REMOVEDdid not ask me to correct these two details she asked me to remove my whole reply to her review.  I did not take the review down immediately because this day was a working day when one of my staff had been in a car accident and also the day that my first REMOVEDwas born.  I was  both busy with customers and distracted by the amazing news of his arrival.

  Just to be clear, we would like to find a resolution that results in REMOVEDgetting exactly what she wants.  Most people do not yell at my staff or me on the phone about their glasses being late from the lab.  When we say that the glasses will take a week, we mean about a week. REMOVEDtook it literally.  Most people treat us respectfully.

  When people leave a review, they identify themselves.  They don't have pretend names, like children.  Unless they are hiding their real nature or reason for the review.  IN one pair of glasses that we produced for REMOVED, we offered a solution for her headaches by using a special tint; it was a success; she reported that her headaches were gone.  But she did not include this in her review.  Why?   

  Her review was malicious; she wants to discourage people from using our business by telling them that it took 2 months to get a pair of glasses.  That is unreasonable and will discourage business, and it is not factual.  It did not take two months to get a pair of glasses for her.

  In the end, rather than giving us a chance to resolve an issue with her clip-on color, she refused to pay.  In all the 35 years I have been in business, I have not had this happen.  It makes me wonder if she wants to resolve this at all.  She picked up the clip- on from one of my staff and would not even give her a chance to respond to her disappointment.

  I would like to help REMOVED, but I am afraid that her behaviour is unpredictable and her review turned out to be unnecessarily harsh, given that we have been approachable and willing to resolve every concern she has had.

   

  Customer Answer

  Date: 18/11/2025

   
  Complaint: 24152149
  
  I am rejecting this response because: please see the attached emails. I respectfully asked my personal information be removed from Robertson Optometry's response to my review. I did not ask for the review to be taken down in the body of the emails. Robertson Optometry has a tendency to escalate conversations and is the one that has been engaging in disrespectful behavior, such as yelling. 

  Solution: I will take REMOVEDoffer up on making it right. The eyeglasses I left with Robertson Optometry to be sent to the lab to make the clip-ons, came back scratched. Because of how I was being treated, I did not check the eyeglasses before I exited the business. I only realized the eyeglasses were scratched when I got home. 

  Unfortunately, REMOVEDsharp behavior deterred me from contacting Robertson Optometry to have the issue fixed. In the screenshotted response, REMOVEDOptometry invited me to work with them. I would like my glasses fixed for the one lense at no cost to me. I will not be paying for the clip-ons that were incorrectly made twice.

  REMOVEDis the one that was sharp with me and would not work with me. She escalated the situation. Please see the attached emails. My emails are reflective in how I have approached communication with Robertson Optometry. REMOVEDemails, and her response to this complaint, are reflective in how she has chosen to interact with me. 

  As someone with a TBI, I find her behavior hurtful and demoralizing.

  
  Sincerely,
  
  REMOVED

  Business Response

  Date: 19/11/2025

  My only goal is to resolve this complaint in a way that is beneficial to Mandy.  We are available and eager to resolve her issue.  I would ask that she be truthful in her review regarding the time it took to get her glasses.   REMOVEDdealt with us over two months, but she suggests that it took us two months to get her glasses ready.  In our industry, the top two questions people ask are - How much will it cost, and how long will it take?  Her inaccurate information will discourage business.

  In conclusion, my only goal is to resolve this issue so that REMOVEDbecomes a satisfied customer.

  Customer Answer

  Date: 19/11/2025

   
  Complaint: 24152149
  
  I am rejecting this response because: I would like the issue to be resolved before I "accept" the issue as resolved.

  Nowhere in Robertson Optometry's response does it state they will fix the lense on the eyeglasses that were scratched, while the glasses were in their care, at not cost to me.

  Robertson Optometry in its response to my review are suggesting I took the clip-ons but did not pay. I cancelled this part of the order, after giving Robertson Optometry a chance to correct the issue. The order was roughly $3000 for four-pairs of glasses and three-clip-ons. 

  While I appreciate REMOVEDremoving my personal and healthcare information from the review, I would like a concrete assurance of the next step beyond 
  "working" with me.

  
  Sincerely,
  
  REMOVED

  Business Response

  Date: 22/11/2025

  I mentioned in my last response that we were available and eager to resolve this issue.  In an earlier response, I also mentioned that frames and lenses come with  warranties.  We would replace one lens or a pair of lenses under the warranty, there will be no charge.  REMOVEDneeds to bring the glasses into the store so that we can verify what needs replacing and so that we can return the scratched lens to the manufacturer.  I would like to handle this myself, so I would like her to ask for me.

  The only other issue I  mentioned in my last response is that we would like her to be truthful, her glasses did not take 2 months to produce.  Please change the post which implied that it took two months for us to make one pair of glasses.