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:06/16/2025

  Type:Sales and Advertising 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 had gone in for an eye exam here, the prescription they had given me already seemed off at first but they assured me eyes can change, after going through with the purchase I was given samples and they turned.put to be utterly useless, upon contacting for a regund they told me I would only get about 80 dollars as eye exams are non refundable, however my receipt shows that the eyes exam was free, and the contacts themselves were ******

  Business Response

  Date: 06/20/2025

  We understand how frustrating it can be when a prescription doesnt meet expectations, especially after trusting our team for your eye care. While eye exams are typically non-refundable, we absolutely want to ensure that all charges and communications are accurate and transparentespecially if your receipt indicates otherwise. We apologize for the inconvenience and we will make sure to take the feedback for improvement. One of our team members will reach you out soon. 

• Initial Complaint

  Date:04/10/2025

  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 purchased VitreousHealth pills for my eyes on 3/10/25 and still have not received a refund or the product. I have called them several tiimes and still have not got this resolved.

  Business Response

  Date: 04/12/2025

  We're very sorry for the trouble you've had with your order. We understand how frustrating this has been and apologize for the delay in getting this resolved.
  Our team is currently looking into your order from March 10, 2025, and someone will follow up with you directly.

  Customer Answer

  Date: 04/15/2025

  I would like a retund for the product that I didn't receive.

  Customer Answer

  Date: 04/15/2025

   
  Complaint: 23186767
  
  I am rejecting this response because: I would like a retund for the product that I didn't receive.
  
  Sincerely,
  
  ******** ****

  Business Response

  Date: 04/19/2025

  We appreciate your patience and understand your frustration regarding this matter. Please note that the refund for your purchase has been successfully submitted and will be issued back to your original method of payment. The posting time may vary depending on your banks processing time.
  If you have any further questions, feel free to reach out to our **************** team.

  Business Response

  Date: 04/21/2025

  Please find attached the copy of the last generated receipt showing the refund for the online purchase. 

  Business Response

  Date: 04/21/2025

  Please find attached the copy of the last generated receipt showing the refund for the online purchase. 

  Customer Answer

  Date: 04/22/2025

  I see where they took the money out but I checked my bank account and it doesn't show a refund of any sort.

   

  Thank you

  Customer Answer

  Date: 04/22/2025

   
  Complaint: 23186767
  
  I am rejecting this response because:

  I see where they took the money out but I checked my bank account and it doesn't show a refund of any sort.

   

  Thank you

  
  
  Sincerely,
  
  ******** ****

  Business Response

  Date: 04/28/2025

  Miss ****, 

  Attached you will find the proof that we issued the refund on April 21st. By now it should already reflect in your statement. If you do not see the money on your account, please contact your bank. 

  Thank you for your patience.

   

  Customer Answer

  Date: 04/29/2025

   
  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.
  
  Sincerely,
  
  ******** ****

• Initial Complaint

  Date:03/24/2025

  Type:Sales and Advertising 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 went to this location to get new glasses because mine broke. I was told the charge for the glasses would be sent through my insurance and I provided them with my insurance card. They told me it would be filled with my insurance and the $315 was my part that insurance would not cover. It was never submitted to insurance. I had already met my out-of-pocket max for the year and they never submitted to insurance. I was lied to because they had no intention of submitting it to insurance. Then they sent my on a run around trying to get my glasses after I had already paid for them. I went to pick them up at the same store I had the eye exam and the store was closed. The note on the door said I had to go to another store to get my glasses. I drove to the other store and they told me the glasses had been shipped to *****. The associate told me I could have my glasses shipped to my house from ***** or to the store. I chose to have them shipped to my house. They never arrived. Two weeks after I was supposed to have my glasses I had to call them to find out where they were before finding out they had been shipped to the store. I had to drive over to the store to pick them up. My glasses where not sent through insurance and they were not shipped to my house. Neither happened. They are just a bunch of liars. I'm not surprised this store closed down.

  Business Response

  Date: 03/24/2025

  We're really sorry to hear about your experience. This is definitely not the kind of service we want to provide, and we understand how frustrating this must have been for you.
  It sounds like there was a lot of miscommunication regarding your insurance and the pickup process, and we completely understand why youre upset. We appreciate you bringing this to our attention because situations like this shouldnt happen.
  If youre open to it, wed love the chance to make things right. Please reach out to [contact info], and well do what we can to help. Again, were really sorry for all the hassle you went through.

• Initial Complaint

  Date:03/20/2025

  Type:Product 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 went to Stanton Optical after seeing great reviews on ****** and their great deals advertised on their website. I was shocked when I arrived that I would have to verify my own insurance and benefits for them and to find out that they didnt take my insurance even though they advertised they would online (contributing reason why I chose to make an appointment their). I was also surprised that I would not be seeing an Optometrist at all during my visit after I was told by the employees ***** and ******** I would be. After picking out my glasses and being instructed on how to put in my contacts ***** applied the most expensive fees without my consent and without my insurance benefits applied after they said they would (first they told me they couldnt take my insurance then they said they would honor the insurance benefits if I purchased a product). They added an unexplained membership fee and the most expensive contact package. They didnt even apply the military discount! Their website says they will cancel the order if I call within 24hrs, I called as soon as I got home from my appointment and they said they couldnt cancel it because their manager wasnt present and that she would come in at 1pm and they would call me back. I call at 10am the next morning to confirm the manager would cancel my order and they said no, I called back at 1pm and they told me she was at lunch, I called back at 3:30 and they told me the manager actually had the day off from work today. The woman on the phone refused to give me her name and the managers name. They kept asking for a call back number which I gave them and refused to tell me when to expect a call back. The woman on the phone also told me that their policy on their website did not exist and kept telling me they couldnt cancel my order but they could change my order which doesnt make any sense. I just want a refund! We spoke with multiple customer service representatives that also were not able to help us!

  Business Response

  Date: 03/21/2025

  We understand your frustration and regret the confusion regarding your insurance, pricing, and order cancellation. It should not have been this difficult to get clear information or assistance. We are looking into this situation and will have a team member reach out to find a resolution.

  Business Response

  Date: 03/25/2025

  We're glad we were able to get to the resolution, a cash refund was processed today for $220, and the rest of the refund was processed towards the cc# provided. you will find attached a copy of your receipt showing the refund to your credit card, and a refund through a corporate check that was cancelled, so we could give you cash. Also, you will find cash receipt. If more information or assistance is needed, please let us know. 

• Initial Complaint

  Date:03/07/2025

  Type:Product 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.

  2/1/2025 I visited ****** ********. During eye exam, I saw a live video of a provider conducting the exam. During the exam, I told him that the lens was dirty and I couldnt barely see. He told me to pay attention to the letters only. Later in the month I received my contacts and glasses in the mail. I wore my glasses to work and couldnt see my computer clearly. I took the glasses back and explained this to them. After speaking to the sales women, she told me that the new glasses are the same prescription as my old glasses. I asked for a refund, and they originally told me that I will receive $400+ back out of the $600+ I paid for the glasses. A few minutes later, it went down to $200+. They told me they charged for eye exam. Today, they told me that my vision insurance covered my contact lenses only, and they charge me for eye exam, eye warranty which comes to $400. I received a refund for my glasses on my credit card for the $200+. I called my vision insurance and was told that Stanton Optical filed for glasses and contacts. They declined the contacts and paid them for the glasses. I still have no glasses but only contacts. They will not take the contacts back.

  Business Response

  Date: 03/17/2025

  Were really sorry for the frustration and hassle youve had to deal with. Thats definitely not the experience we want for our customers. We understand how important it is to get the right prescription and to have a smooth process with insurance, and we regret any miscommunication along the way.
  Wed like to take another look and see how we can help. A member of our team will get in touch with you as soon as possible. 

• Initial Complaint

  Date:03/25/2023

  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.

  In January of 2023, I ordered 2 pairs of glasses from Frame Genie. The first pair was delivered in a timely fashion, the second pair has yet to arrive. I have spent 2 months trying to track them down. Their website keeps saying they are delayed, and every week changes the delivery date by a week. When I finally got through to someone, they told me the frames were out of stock and I should order another frame. I was told to do this from the website. When I try to order, I get a message that says there was an error and to try again later. I've been getting this message every day for over a month now. Since the initial email I received telling me to order another pair, No one is returning my calls or my emails. All I want at this point is a refund for the second pair of glasses that was not received. In honesty, I've been buying glasses from this company for years and never had these types of problems before.

  Business Response

  Date: 04/19/2023

  Hello team,

  We have been trying to get a hold of the patient but we have not had success. It is our best interest to resolve this as soon as possible. We will appreciate if there is any best contact number for us to use and get this taken care of.

  Thanks in advance.

  Customer Answer

  Date: 04/19/2023

   
  Complaint: 19852177
  
  I am rejecting this response because:

  This is a load of nonsense.  I had been trying to reach them for months.  I got one call back that told me the glasses I ordered were out of stock and I needed to go back to the website and order a different pair.  When I tried to do that, the website kept telling me that something went wrong and I should try again later.  I tried almost every day for several weeks with the same response every time.  When I tried to reach out again via phone and email, I got no response at all.  I disputed the charge on my credit card and let it go at that.  I will never do business with this company again.
  
  Sincerely,
  
  ***********************