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Business Profile

Optical Repair

Eyes on Optometry Group

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Optical Repair.

Complaints

Customer Complaints Summary

  • 5 total complaints in the last 3 years.
  • 0 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:25/06/2024

    Type:Customer Service Issues
    Status:
    Unanswered
    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.
    My health issue is that I was having headaches and so I went to get an eye test at Eyes on Lacewood in January 2024. My Rx had changed and I proceeded to order 3 pairs of glasses on Feb 2nd. The first pair came in sometime in March, and the other two pair followed shortly thereafter. One pair was supposed to have transition lenses (sunglasses), but when I went in the sun, I quickly realized that this was not the case. I returned them March 27th and the lenses were sent back to the lab on a "Rush" order. It is now three months later and I don't have my glasses. I was told it would be several weeks to get them back, even with the "rush" request. I call to check on them periodically, but I am told "we typically call when your glasses arrive", or they say they will look into it and get back to me, but they don't. I spoke to someone there today and she informed me that my lenses are still "in processing" at the lab in the USA. At this point in time, I just want my money back. Bottom line, they have my money and I do not have my glasses. I am beyond frustrated with them. What can I do to get this resolved?

  • Initial Complaint

    Date:26/03/2024

    Type:Customer Service Issues
    Status:
    Unanswered
    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.
    Eye exam on July 5, 2023. Prescription changed to progressive lenses, multiple delays in arrival of glasses. Picked up 2 pairs on Aug 30. Was unable to see distance and advised i need to break in the new lenses (as if they were a new pair of shoes). Sept 19 picked up 3d pair of glasses advised still unable to see distance again advised of need to adjust. Oct 2 now a month of wearing glasses stopped in with ongoing concerns re vision. Was told to continue wearing for another week and if not resolved would schedule with Optician. Oct 6 called to schedule with Optician - conversation with manager was required to schedule. Appointment Oct 17. Optician assessed and agreed re-exam required. Oct 19 Optician advised Dr would only agree to re-exam if I upgraded my lenses for an additional $120/pair (x3). Requested refund at this point. Dr changed opinion and agreed to re-exam. Oct 25 - re-exam. Original prescription incorrect. Nov 3 - 2 of 3 pairs of glasses arrived. Dec 4 stopped wearing new prescription caused excessive eye strain. Jan 4 paid for re-exam with new clinic. New prescription issued - did not require progressive lenses. Jan-March ongoing issues with a warranty replacement for a pair of frames from original purchase that broke. Sent wrong frames, clinic lost replacement frames, etc. Have sent multiple emails to Clinic head office requesting refund which have gone unanswered. Will also be filing complaint with NS ******* ** ********* re unprofessional and unethical behaviour of Dr

  • Initial Complaint

    Date:07/11/2023

    Type:Customer Service Issues
    Status:
    Unanswered
    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 left my glasses on a plane and when I ordered new ones July 19th, I was told 4-6 weeks but they would put a rush on it. They put my insurance through that day and I paid a deposit.
    After several calls, emails and store visits, I got nowhere. One pair finally arrived September 14th but to get them, I had to pay the full balance even though I still didn't have my other pair.
    More lip service and here we are November 6th and I still do not have my prescription sunglasses. I went to another location (Eyes in Bedford) to order the "3rd pair free" at the end of September and still do not have them either. Eyes on Portland is where I asked them be sent as it is closer to home and the manager **** there is also giving my stories that don't match up with the manager at Lacewood! This has gone on so long, they have over $800 of my money. I went in again Saturday asking for an update, no one has gotten back to me- no surprise.
    The reviews online have several that are similar to my situation.
    Thank you for your anticipated reply.

  • Initial Complaint

    Date:16/10/2023

    Type:Customer Service Issues
    Status:
    Unanswered
    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 April 19 2023, I went to eyes on Mumford for eye exam, and was told my prescription has changed. I then ordered new classes with their special deal 3 digital progressive pair of glasses for $399. I chose this deal and I ended up paying $764 for two pairs not 3..on April 27th 2023. I paid in full. I took one pair back as I had trouble reading with both pairs but wasn’t concern about sunglasses and I needed them and I don’t as a rule read outside, so I took the one pair back and expressed my concern…after some time they eventually sent me to the optician at eyes on Lacewood..which was delayed for various reasons. I finally seen her and she asked to keep glasses to talk with her boss…they eventually felt I needed new lenses. I was called and told to come in With old glasses for measurements. I did. They eventually called and told they received the glasses but lens was scratch. So I said I want proper lenses. They kept them to have them fixed .. I called last Friday the 13 October.. and was told they are in the Coating stage but machine not working right so no definite time to receive. It has now been six (6) months and I have no glasses as of yet. Today the 16 October 2023 I went and asked for my money back as I feel they have not completed their end of deal, and was told they don’t refund once in coating stage…. It’s been six months and they kept my money but I have no decent glasses! Is there anything you can do.. I might add they still owe me a pair for the 3 for 399$ deal as well!,

Eyes on Optometry Group is NOT a BBB Accredited Business.

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