Business Profile

Optician

MyEyelab

Headquarters

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Complaints

This profile includes complaints for MyEyelab's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

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

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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:11/28/2022
Type:Service or Repair 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 called on 11/9 because my frames for my eyeglasses broke while traveling internationally. I was told my warranty expired on 11/5. My husband visited the store on 11/19 and an associate was having my frames sent from another location. Today that still has not been completed. Additionally, my glasses were not delivered to my until 11/20/2021 so my warranty was not expired. They are scamming both me and my insurance company.
Business Response
Date: 12/02/2022
Hello,

We Were able to locate the frame. I will be delivering it to the ************ location where the patient will be stopping next week to get the lenses into the new frame. The patient was happy!
Initial Complaint
Date:11/19/2022
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.
On 7/29/22 I went in for an eye exam and paid $395.40 for glasses and contacts. I noticed after a few days that my vision was actually WORSE with the glasses and contacts on than without them. When I went back on 8/18/22 they did an exam again and turns out, they gave me the WRONG prescription! During the latest exam, I kept telling them I was able to make out the letters but they were still blurry. They told me that was normal and my eyes would adjust after about two weeks. On 8/23/22 I went to pick up both glasses and contacts. Two weeks after that, I noticed my vision was still blurry with the glasses on and called the store several times complaining about this but was just told to wait for my eyes to adjust. After dealing with the store directly, I decided to contact Customer Support to request a full refund. I was later told I wasnt able to receive a refund since its past the 30 days. I told them that I complained to the store directly about this issues BEFORE the 30 days but apparently they have no record of it. Not willing to offer any sort of compensation for giving me the wrong prescription. I would like a full refund.
Business Response
Date: 12/02/2022
Hello,

This patient made a purchase with us back in July of this year. She complained about the prescription a few days after the original orders were placed, and she went through a recheck and obtained a corrected prescription. After the recheck, our store remade the glasses for her and also placed new CL orders, and CL exchange orders as well. The patient never returned after September 3rd when she picked up all of her merchandise, and was happy with the product provided at the time.

We followed the proper protocol in doing an exam recheck, remake of glasses and CL exchanges to satisfy the patient and she didn't complain in 3 months after picking up. The patient called a couple of weeks ago, requesting the refund and was already informed by **************** that we can't issue a refund at this point.

Considering the above, we will not issue a refund at this time.

Customer Answer
Date: 12/14/2022

Complaint: 18440785

I am rejecting this response because:
MyEyeLab is stating that I didnt complain for three months which is not true. I called the customer service line along with the store directly multiple times after picking up my glasses and noticing that I was still not able to see with them clearly.

When I went to do my re-check, I told the ladies in the office and the virtual optometrist that I was able to make out the letters but they were still blurry and I was told that it takes two weeks for my eyes to adjust to the new prescription. After the two weeks, I called and complained that my prescription was wrong as I can see better without my glasses on than with them on. I requested to see an optometrist in person rather than have a virtual appointment and they told me they were not able to do that as there wasnt any in my area and they were all virtual.
Because MyEyeLab has failed to provide the correct prescription twice and is unwilling to provide a resolution or refund, I have provided all documentation to CareCredit to file a dispute with them as I used my CareCredit card to make the purchase.
Sincerely,

*********************

Sincerely,

*********************
Initial Complaint
Date:11/10/2022
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.
Hi, I really appreciate if you can please help me to get my money back from this business, here is the situation:About a month I went to ***************************** after my old glasses snapped, very happy they was open that Sunday. They did my eyes test and I paid the order for two full progressive glasses. few days after, I was notified from them to pass and collect the glasses, however, immediately when I tried I noticed the progressive feature was only at the center of the glasses where I paid for full progressive, and I informed the sales associated who said the opposite (He said that the product I ordered has progressive only at the center). I requested the Manager to resolve the issue, then he agree to fix it and asked me to take momentary one of the new glasses for me to be able to work in the meantime they fix the issue, he said, they will call me when ready.More than 15 days after my eyes didn't stopped to get itchy and wet, a clear symptom the graduation was also wrong, and I decided not to continue to wait for them and return for a refund.Well, they said that 30 days has passed already and a refund is not possible... immediately I gave them the glasses back and leaved the place, asking them to issue a full refund.I am still waiting...
Business Response
Date: 11/18/2022
Hello,
I just want to inform you that the patient received full refund for his purchase.
It was for the amount of $661.60.
Customer Answer
Date: 11/21/2022

Complaint: 18385816

I am rejecting this response because:
Up to today, I have not received my refund. Few days ago I went to the business asking for it, and **** said they will send a cheque to my address.

Today, I am still waiting for it.

Sincerely,

***********************
Business Response
Date: 11/22/2022
Hello,
I just want to inform you that the patient received full refund for his purchase.

It was for the amount of $661.60. We sent a corporate check and it could take up to 30 Business days.
Customer Answer
Date: 11/24/2022

Complaint: 18385816

I am rejecting this response because:

So far every single promise I have received from this business, they has failed. Please understand I can not accept that I received my money back by just taking their word.
Once I truly receive my refund, tangible and real, I will be more than happy to close this case.
At this point I do not trust them at all, I have more than enough reasons for it:

1- First time I requested a refund, they firmly denied it alleging 30 days has passed... Thanks to BBB and other channels I am asking help, they accepted to do it (at least by word, It didn't happened, yet)
2- Today I received a call from **** (My Eyelab) saying he needs authorization to issue the refund (contradictory answer compared to what they say here), and, November 12 they sent me an email saying the refund was approved...
3- More than a week ago I went to My Eyelab and **** told me that I will receive the cheque...
4- **** was the person that tried to cover their mistake sayin to me that I didn't paid for full progressive lenses... not true. I had to call the manager and discuss
5- First time I requested the store Manager, he recognized the mistake and accepted to fix it. Second time I went to the business to return the mistaken glasses, **** told me he is the Manager (different person from first time I requested the manager)...

yesterday I sent them an email asking again for the Refund... they keep going around and around.
Honestly, I am almost ready to file a lawsuit against this business.
I really really appreciate BBB has been very professional helping on this issue.

Sincerely,

***********************
Business Response
Date: 11/30/2022
Hello,
We have cancelled the order and processed a full refund to this Patient.
Customer Answer
Date: 12/01/2022

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:11/04/2022
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 made an appt to have my eyes checked w/ Eyelab in ***** I wanted colored contacts. They checked the eyes did the exams and **** I received a text stating the contacts were ready for pick up. I went in the noon time of day and was asked by the rep who assisted if I would like to put them in. I did. I noticed I could not see but I though my eyes are just adjusting to them. when I went back to work I could not see anything it was beyond blurry-I immediately called the store and went in on Wednesday to speak to the ****** the sales manager- She stated that colored contacts are not c good for prescriptions to be put in- they are only for style and to make you look good. I said WHY didn't anyone say this when I checked the box and they asked what colr I wanted.she said she couldn't speak for who ever assisted me?? She than said she would assist in doing an exchange bring the contacts I picked up and pick out glasses my daughter and I went in gave the contacts and chose a pair of glasses the cheapest $69.99 -I spent $107.00 on my contacts which I really needed due to my benefits I knew I had the beenfit to get them -I REALLLYY NEED MY CONTACTS OR GLASSES- I EVEN POINTED OUT THAT THEY GIVE ME CLEAR CONTACTS W/MY SCRIPT AND I JUST WANT MY MONEY BACK FROM THESE PPL -I AM NOT SATISFIED EITHER THEY GIVE ME THE CLEAR CONTACT IN EXCHANGE FOR WHAT i OAID FOR OR REFUND ME MY MONEY! THANK YOU
Business Response
Date: 11/18/2022
Good Afternoon. I have reached out the pt about her issues. She came back into the store on 1/05/2022 I informed the patient that the contacts she purchased was fpr distance only and that we can do brand change. She then stated she would rather have glasses. She wanted progressives and understood the price would be higher. I stated that I can take off the $107 she spent the first time . I gave her a total of $200 off her order . I dropped the price to $200 she paid $100 and still has a balance remaining of $100.
Customer Answer
Date: 11/21/2022

Complaint: 18360782

I am rejecting this response because:
The manager did it say entering about contracts being far distance when initially went to the store. No one explained that the contacts would come only long distance seeing they cant be used as readers. Nothing was outlined until after I made the order receive the contacts which I was not able to use. I brought in the contacts in which I was advised by there sales manager ****** that she could do an even exchange for glasses although thats not what I originally wanted. However due to my meeting some thing I complied which when those glasses came back They were way off I couldnt see out of them if my life depended on it. So I instead of dealing with that store on *************** I went to the RiverGate location in ********* wearing I am still waiting for my refund and still waiting for glasses. Nothing has been resolved the store on *************** nobody is helpful and I am suffering behind them not getting my order correct and me still with no glasses or contacts. It wouldve been nice if they explained everything about the contacts before I decided to get them.

Sincerely,

***************************
Initial Complaint
Date:11/04/2022
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 went to the store and took out a lease agreement for my husband to get glasses. I have waited a month to get my husbands glasses. Two times the store dropped the ball and pushed my date for glasses. Store didnt communicate with us for the delay. When trying to fry a refund the store general manager pushed my date back now three times and still no glasses. When trying to get a refund they are now trying to charge me for the eye exam due to the policies of eye exam will be paid if refund is requested. I feel like I should not be charged for the eye exam due to this issue with the company itself. I want my money back and eye exam fee be waived due to this issue of the store dropping the ball 3 times on my husbands glasses.
Business Response
Date: 11/08/2022
Hello Team,
We are currently working on the patient's request. We will keep you posted on the new updates of this case.
Thanks.
Initial Complaint
Date:10/28/2022
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.
On 10/21/22, I went in for an eye exam, then was charged $485.56 for glasses and contacts. Found out I wasn't allowed to wear contacts at work so I asked for a refund for the contacts. I was told that they can't just give me a refund because a manager has to approve it. Then was told they would give me a call the next day after they talked to the manager. The next day they never called so I went in person. I was told that they haven't got a hold of the manager for the refund. That they would call me back by the end of the day. I never got called so I called a few minutes before they closed for the day I called. I was told they talked to the manager and I could get refunded around $122 dollars. When I paid for it, they told me it was $440 for contacts then the additional $45 was for the glasses. I didn't think it was fair to only give me back only $122, so I asked for a full refund and was told they have to talk to the manager again. I asked for a break down of my charges and the lady told me they don't have that, they have no way to see that. I've never delt with a business that makes it so complicated to get a refund. Don't have any trust in this company whatsoever. We have delt with other eye offices but tried this one cause it was closer to home.
Business Response
Date: 11/01/2022
We want to sincerely apologize for ****************** negative experience in our store. At My Eyelab, we strive for the perfection of our product and the satisfaction of our customers. That said, we understand there are opportunities for improvement with any business, and we are working to make future experiences positive ones.Our store manager already got in contact with the patient to resolve the issue. Unfortunately, part of the problem was that we were receiving separate contacts from the patient and the patient's wife (she was demanding a higher refund than he was). She was also requesting a breakdown of costs, and it was explained to her that we couldn't offer any information due to HIPAA regulations.

Our store manager spoke to the patient and he agreed to a partial refund of $242.78, which has already been processed (please find the receipt attached). The patient is aware of this, and now we're just waiting for him to pick up his glasses.
Initial Complaint
Date:10/22/2022
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 have attached 2 emails where I emailed the owner of Eye lab and **************** they used to explain my complaint and nether have emailed me or tried to call me. I have been working on my credit and now this finance company already is on my credit, and they already billed me $124, and I still don't have glasses or contacts from them. I had to go to another place to get my contact and eye exam. Please help thank you I have no paperwork because i was never given any paperwork or eye exam because computers were down what they told me. When I went back to get my paperwork lady didn't know what I was talking about after they called me to say paperwork was left in the front to pick up lady said she knew nothing and didn't have anything for me. Red flag But I do have a recording but now they claim the person on the recording no longer works there. I felt I was defrauded by this company. 8 days with product and the contact were bad they had a ********************* color with mean contact is no good to us. I had to open another set so now out of my 30 days' now i was at 29 days, but it happened again 4 pair were no good was I supposed to open them all to know they were bad product that's not even counting the vision was off too. I was well with in my 30days satisfaction guaranteed and even the representative said so. I was surprised to see a lot of bad reviews and I don't want to be just a bad review this is $679.89 this is a lot of money to just leave as a review
Business Response
Date: 10/24/2022
Unfortunately, the issue ******************* has experienced slipped through the process.
She is an important and crucial member of the My Eyelab family. Our store manager already spoke to the patient and she's willing to settle for an exchange on her contact lenses.
Initial Complaint
Date:10/10/2022
Type:Service or Repair 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.
This place does bad business and will not honor a warranty for glasses. I ordered on 09-11-21. I got an email on 09-20-21 stating the glasses arrived at store. On 09-21-21 I picked them up. The earpiece broke within the year. I called on 08-29-22 and was told the warranty was good until 09-21-22. So I brought the glasses into store on 09-18-21. I was then told the warranty expired on 09-11-22. 1 year from the time I ordered the glasses. Not from 1 year from the time they were ready for pickup.This company is a fraud and not honoring what they state in their contracts.
Business Response
Date: 10/13/2022
We apologize for the mix-up and any inconvenience to *******************
The Franchisee at this location was simply following the warranty policy established by the Franchisor Now Optics and the customer was correctly informed of her warranty expiration by the employees as per corporate protocol. However the manager at the Franchisee location attempted to reach the customer to discuss options to resolve the issue but unfortunately the customer has not responded back.
Customer Answer
Date: 10/14/2022

Complaint: 18193418

I am rejecting this response because:
no one has contacted me. I called store and was told warranty wasnt good. Went to another store and told same thing. Called corporate 3 times now and was told someone would call me back. Nothing.
I only want the warranty honored and to fix the broken earpiece. Thats all. So Id love for someone to actually call me back.

Sincerely,

****************************************
Business Response
Date: 10/17/2022
We apologize for any inconvenience caused to ******************. At My Eyelab we strive for 100% customer satisfaction and feel disappointed we failed on this with her. We called the patient and she did not pick up, but we did leave a voicemail. All we can do is wait for her to call back, there is not much we can do. You can request the customer to call the store ************ and ask for *****. And we will be able to further assist her.
Initial Complaint
Date:09/27/2022
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.
Date of the transaction: 08/11/2022 The amount of money you paid the business: $50.00 of the $855.20 full purchase price What the business committed to provide you: My Eyelab stands behind the products we sell by offering a 30-day satisfaction guarantee. If you are not completely satisfied with your frame(s), we will gladly restyle them at no charge for any other equal or lower-cost frame in our inventory or refund your full purchase price for the goods. What the nature of the dispute is: Refund for eyeglasses Whether or not the business has tried to resolve the problem: Business or store manager ****** have not attempted to resolve Order number: 604434404/60443405/60443407
Business Response
Date: 11/08/2022
Hi team,
We would like to make aware that this complaint is resolved. We were able to fully refund the patient transactions as per her request. No further needed from our side.

Please l etus know if any help is required from our side.
Customer Answer
Date: 11/08/2022

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,

***************************

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MyEyelab is NOT a BBB Accredited Business.