Business Profile

Optician

MyEyelab

Headquarters

This business is NOT BBB Accredited.

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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:08/21/2023
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.
***** is no longer working at this location. She was great to work with. Save your money and do not go to this store. I first visited them on 5/6 for an eye test and to order 2 pairs of glasses. They assured me they were in network with my insurance. Since then, they have remade my order twice (still incorrectly), after retesting my eyes. I returned the glasses for the 3rd time on 6/28 and went in to the store today, 8/15 to find out where my order was as I had not heard back from them. ***************************** working at the store, informed me that they had lost my order. They also informed me they do not issue refunds. I called my insurance to find out they are not in network. I also called their corporate office and they told me the reason for not issuing a refund is that I am outside of the 30 day return policy. yet I returned them on 6/28 and followed up on 8/16 because no one had contacted me about my order.
Business Response
Date: 08/23/2023
We sorry to hear about this bad experience, we will review the situation and will be contacting the patient as soon as possible.
Customer Answer
Date: 08/24/2023

Complaint: 20489747

I am rejecting this response because that's the only feedback they have provided. I have the feeling that they are blowing me off. I have provided all the facts.

Sincerely,

***********************
Business Response
Date: 08/24/2023
At this point, a refund request will not be honored as the 30 day period has passed. However, as a one time exception, we will remake the product to any valid Rx supplied by the patient. This offer is good until 09-30-2023.
Customer Answer
Date: 08/25/2023

Complaint: 20489747

I am rejecting this response because: Its their fault the 30 day return policy has expired. How are they going to remake the product when they told me instore they had lost my order?

Sincerely,

***********************
Customer Answer
Date: 08/25/2023
***BBB Has Received Additional Info From Consumer***

I don't understand how they are offering to remake the lenses if they lost my order!

Alternatively, if I cannot get a refund, and if this business can find my order, I will take the glasses back. I don't need them to remake the order because they have already messed it up twice. Because according to their staff member, he told me at the beginning of August when I went into the store, that they had lost my remake order from 6/30.

They purposely let the **************************************************** know.

Thank you
Business Response
Date: 09/01/2023
We apologize for the unfortunate experience. We will proceed with the refund promptly. Thank you for your understanding.
Customer Answer
Date: 09/05/2023

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. Thank you ******** for your assistance.

Sincerely,

***********************
Customer Answer
Date: 10/04/2023
On the 1st of September, EYELAB's corporate office called and said they would be sending me a check for the full refund. To date I have not received a check. How can I follow up?
Business Response
Date: 10/14/2023
We sincerely apologize for any inconvenience you've experienced. We will investigate the situation and get in touch with you shortly to resolve the matter. Thank you for your patience and understanding.
Customer Answer
Date: 10/16/2023

Better Business Bureau:
When will I hear from the business? Will you close this case before I hear back?

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:08/14/2023
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 05/19/23 I went to My Eyelab Store #**** on ****************************************************************. I paid for an eye exam and 2 pairs of glasses. I was told that my glasses were ready for pick up on 06/17/23.Upon arriving and seeing the look of the glasses I immediately didnt like the construction of the glasses. The lenses were super thick and bulging from the sides of the glasses. The bifocal lens was not properly positioned. I did not take receipt of the glasses, instead I decided to use my current frames in hopes of getting a better result.I went back in on 07/05/23 to pick up glasses and again the prescription was not right. The person on-site was a person by the name of ******. He said that he would send the glasses off to be remade. On 07/10/23 the glasses were sent off again by Eye lab. I was told that it would be 7 days, well after waiting 14 days and still no glasses I was fed up. I went to ******* on 07/31/23 and attempted to get my prescription filled there. I explained my situation to the customer service representative and she suggested that I get my prescription rechecked. At which time I did, and much to my surprise my prescription from ******* was completely different from the one from Eye lab. And I was informed that I had cataracts. So, on 08/01/23 I went back into Eye lab and requested a refund. I was told that they dont give refunds and that my glasses were ready. I told the customer service representative that they got my prescription wrong and thats why I couldnt see. This time after more than two weeks the glasses that I was to pick up had no lenses in them at all. I explained that this is the third time that Ive been in and its been a problem. I just want a refund, again I was told no refund. But there is a sign on the wall that clearly says for refund call 800 number. By the way when I called the number it was invalid. My daughter called to attempt to get my money back and was given the runaround as well. They said they would give me free glasses.
Business Response
Date: 08/14/2023
We are really sorry for the inconvenience, we will work on your case and we will be contacting you soon.
Initial Complaint
Date:08/13/2023
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.
Purchased Glasses. Lenses already came out 2 times and hate the transition tint color that was suggested by sales ************* does not match the other lens.Exam Number: ********
Business Response
Date: 08/14/2023
We sorry to hear you are having this inconvenience, we will work on your case and will be contacting you soon.
Business Response
Date: 08/15/2023
We have been trying to contact the patient and each time we are sent to voicemail, Store Manager has left 2 voicemails stating we have no problem in remaking the glasses, or if the patient whishes to return them, but we need the patient to come to the store for the return or contact us.
Business Response
Date: 08/15/2023
We have reached the patient and glasses have promptly been reordered with specifications requested.
Initial Complaint
Date:08/01/2023
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.
Me and my wife had a terrible experiences in ******** ***** location First of all we visited 3 times to get my glasses to be fixed but in the end we did not get our glasses fixed instead we got a Criminal Trespass Warning . Can you believe how they treat customers? I cannot believe it they do not a customer even complain....I bought my two pair glasses about 3-4 month ago and one of the glass has a quality problerm so I visited the ******** location where I purchased at that time they said my glasses is under warranty so they can change it if they have so they will let me know next day but i did not hear from them about two weeks past So second time my wife visited them instead of me and they checked their system but told us they do not have any notes on my case so my wife told them same story ... and they told us again about same story let us wait so that they can find same pair but no answer ever So today august 1 2023 we visit them again But they do not know about anything about it We have to tell them the same story ....And a guy said under the warranty because they do not have same glasses they have to let me choose another glass without any cost But after I picked one and trying to place order I was noticed that I have pay 20 % of retail price for glasses ... I was so confused and said I can not pay untill I can say the policy but the guy want me find it by myself ... and there is a black lady start say something about me and to call police because I was take one hour and LOL I was try to my consumer right to know the policy which they cannot prove and the lady called police me and my wife trespass ********** officer came and gave us a trespass warning without solving my glass repaired I am asking someone can take care this case asap and will take my right of consumer rights
Business Response
Date: 08/02/2023
We are really sorry for this experience and we are working hard to get a resolution, we will be contacting you shortly.
Business Response
Date: 08/02/2023
Please review in detail what happened: "Patient was screaming at employees about why he has to pay anything out of pocket when we run the warranty for him. Associate tried to explain to him that it's our policy to charge patients 20% of retail when we run the warranty but he kept on screaming. Due to his loudness, another patient in the store with kids (who started crying) felt very uncomfortable. He was asked to leave and come back to resolve the issue in the morning when the manager will be there but he refused to do so. After asking him many times to leave and come back as he was making other patients uncomfortable and him refusing, the associate warned him that she was going to call the police if he did not leave. Upon asking him several times and him still not leaving, an associate called the police and police took care of him"
Customer Answer
Date: 08/03/2023

Complaint: 20409128

I am rejecting this response because:
I did not yell to them and I have right to see the warranty policy but at that time they cannot show me the warranty
and I said if they can show me the policy I would love to pay for the difference
And I strongly dis agree with the lady who work over there

she is so rude to us and have very bad attitude even we are not talk to her she just the worst worker I have met

and they did not give me a solution about my case make no any sense
And I want business can cancel the treapass warning so that we get back there to get my customer right back
Sincerely,

*********************
Initial Complaint
Date:07/24/2023
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.
Dear BBB, thank you for your help, I had a purchase on 11/09/2022 from my Eyelab through *************** debit card and the product did not work so we returned and they promised the refund will be back to my account and I also have a statement saying the refund ****** was issued, however, they never really refund and they refused to manage this situation in spite of our several visits on this issue, please help us to get our refund back, thank you for your help. (the first store I went to is at ****************************************** and they referred me to the 2nd store which is at ******, ********************** ****** TX75115, we contacted, visited this store several time but they still said the same thing but the fund never back to my account.)
Business Response
Date: 07/27/2023
It is with great regret that we received this feedback, we take pride in our patient's satisfaction. We will be contacting you soon, thanks for your patient.
Customer Answer
Date: 08/03/2023

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,

*********************
Customer Answer
Date: 08/04/2023
Thank you for your help but I still havent heard anything from them the myEyelab
Initial Complaint
Date:07/21/2023
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.
On July 5 I went to Eyelab to purchase glasses, one sunglasses and one regular clear lense. On July 1`1 I received an email stating that one order was ready for pickup and the second one would be ready on July 19. On July 18 in the afternoon I called and was told that "oh yes, that had come in a couple of days before that I should have received an email. Told the lady no I never got an email but would definitely be there to pick them up on the 19th. Got to the store and they started to look in just about every drawer after an hour they found out it had been shipped that they should have gotten it already so they would put a rush order to apparently make me another pair. I just check today the status and it now says that 'should" be available on August 9th. This is totally unacceptable it would have taken a month and 4 days for a pair of regular glasses. I need your help. They can have it ready for pickup by July 27 or I want to be partially reimbursed for the excessive delay. I can not way around till August 9th. I want my glasses on the July 27 or a partial reimbursement .
Business Response
Date: 07/27/2023
We are sorry for the inconvenience this has caused, we are working hard to deliver a resolution as soon as possible and we will get in touch shortly
Customer Answer
Date: 07/28/2023

Complaint: 20356455

I am rejecting this response because: I placed the order for my two pairs of glasses on July 5. I received my sunglasses six days later and was very disappointed that the other pair was not there. I was told there was a "little" delay and would be notified shortly when they arrived. By July ************************************************************* that the glasses were there ( and had been there for a "couple" of days) although no one notified me. On the 19th I went to the store to retrieve them. When I arrived I was met with employees who could not locate the glasses. I was then told they hadn't actually come in and were being shipped. I was told that they would be expedited. It is now July 28 and there are no sign of them yet. Another issue I have is regarding the email I was sent following this. The email is to check the status of the sale of both glasses. What concerns me is that it claims that both glasses were picked up on July 19th - yet also states the sunglasses will be ready August 9th. Very confusing to say the least as well as somewhat incorrect. At this point, I'm ready to call it quits and demand a refund for the sunglasses ($199 as per Eye Lab's website). I will go elsewhere to have a pair made in an efficient manner.

Sincerely,

*********************
Business Response
Date: 08/01/2023
We re really sorry for the inconvenience caused, we will proceed with the refund request.
Customer Answer
Date: 08/03/2023

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,

*********************
Customer Answer
Date: 08/11/2023
***BBB Has Received Updated Information From The Consumer***

I am calling regarding my case with MyEyeLab #******** their last response on 7/28 was that they would proceed with the refund they would credit my account and it would take 5 to 7 business days. I have not received any credit to my account as of yet. Please advise of next step.
Thank you
*********************
PS I am going to pick up glasses at another company today
Business Response
Date: 08/14/2023
Since the patient still has the glasses on her possession, we need her to bring them to the store so we can proceed with the refund. We have tried to contact her, and we left a voicemail.
Initial Complaint
Date:07/19/2023
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 took my daughter there last year, paid full price for exam, glasses and contact lenses... NO discounts, NO specials at all!The store manager, *****, was and still is incompetent, rude and unprofessional.The eye exam was virtual, and the prescription was way off.We were told that we had to BUY two boxes of contact lenses before they were able to order the trials, the catch! The manager, ***** said "Once she gets fitted for the trials and they are working for her, you can always return these, so long as the boxes are not opened OR get a full refund." LIES LIES LIES!!!Here we are A YEAR LATER and they still cannot get the prescription for her contact lenses right. They refuse to honor the refund promised. The frames broke WITHIN THE ONE YEAR WARRANTY, I called numerous times and they kept postponing or giving us the run around until the year was up and the ONE YEAR warranty was no longer valid! Their written policy states "Eyelab will attempt to replace the original frame" key word being ATTEMPT; they refuse to honor the warranty!Now they want to charge for an eye exam, AGAIN, when the appointment is another follow-up for trial fittings and if we want the glasses replaced, we have to pay for the eye exam, new frames and lenses AGAIN!I asked the manager for her name, *****... she refused to give me ANY information for the corporate office or her supervisor.Bottom line, this company has no interest in customer retention or customer satisfaction. Their personnel is incompetent and they have no business ethics, let alone integrity.Their customer service claims the store offered a solution, it was not a solution, it was their reply... spend more $$ for new exam lenses and frames, and no $$ back for contacts that should have never been ordered to begin with because they do not honor their policies.
Business Response
Date: 07/26/2023
We have tried to contact the patient so we can get information about her daughter's profile, in order to properly deliver a resolutions, and we haven't been able to get a hold her yet.
Customer Answer
Date: 07/28/2023

Complaint: 20346963

I am rejecting this response because:
I have not been contacted by *************. My telephone number is *************; perhaps the business is calling the wrong phone number or simply feel compelled to respond without taking any action.

Sincerely,

*************************
Business Response
Date: 08/02/2023
We sorry for the delays, we are working to provide a solution as soon as we can, the information provided has been captured and we will contact you shortly.
Customer Answer
Date: 08/03/2023

Complaint: 20346963

I am rejecting this response because: the business has NOT contacted me as of today, 08/03/2023; this complaint was filed on 07/20/2023 after weeks of trying to get this resolved with the business and its management.

Sincerely,

*************************
Business Response
Date: 08/10/2023
We have been trying to contact the patient's mother with the information provided and we haven't been able to get in touch with her, our Brand Manager left a voice mail and contact information, we have been waiting for her call but she has not reached us out.
Customer Answer
Date: 08/11/2023

Complaint: 20346963

I am rejecting this response because I have tried to contact the store manager at the number she indicated.
The number that I was given for call back seems to be a call center, who then transfers me to the store. NO ONE answers the calls... as I've stated throughout my complaint.
I called and asked the representative to send a message to the store that I was requesting a "call back" since they never answer the phone.
Today, Friday, August 11, 2023 I received a call and a voice message from ***** (one of the managers at the store) and received correspondence from ***** via email.
I have attached said emails to this response for your viewing. Please see attached.

Sincerely,
*************************
Customer Answer
Date: 08/11/2023
I just received this email from store manager *****. I've attached the breakdown of the expenses, discounts, etc. Nothing is mentioned regarding the frames and warranty.
This is what she wrote:

Store **** ******* (West Oaks) 12:56?PM (30 minutes ago)
I just spoke to my RM and we are just going to proceed with the refund on the contacts, you would be getting $200 back to the card that you paid with, we are no longer going to continue with this back and forth, here is a receipt you should be getting your refund between 3-5 business day. Have a great day.

Business Response
Date: 08/14/2023
We offered the patient a discount for 50% for a pair of frames, since her original frames were discontinued, also offered to come in to the store so we could find the actual frame to fit her lenses. We are accommodating the patient best deal we could offer since the warranty is expired. Second choice a whole new order with 60% off. Feel free to give a call at any time during business hours.
Customer Answer
Date: 08/15/2023

Complaint: 20346963

I am rejecting this response because: this is a lie! This is false information! This is the response that I received via email from the store manager *****... who spoke with her regional manager:

Store **** ******* (West Oaks) Aug 11, 2023, 12:56?PM (4 days ago)

"I just spoke to my RM and we are just going to proceed with the refund on the contacts, you would be getting $200 back to the card that you paid with, we are no longer going to continue with this back and forth, here is a receipt you should be getting your refund between 3-5 business day. Have a great day."

Clearly, whoever submitted the response saying "We offered the patient a discount for 50% for a pair of frames, since her original frames were discontinued, also offered to come in to the store so we could find the actual frame to fit her lenses. We are accommodating the patient best deal we could offer since the warranty is expired. Second choice a whole new order with 60% off" is lying! This information is false! This was never offered to me!
Additionally, there is no reason why I should have to come out of pocket for another pair of frames, even if they're offered at a discount of 50% or place a whole new order, even if it is at a 60% discount! They couldn't get the first order right to start off with and now they're offering for me to spend more money!!! I have two boxes of contacts, unopened, with no use. and broken glasses with no use.

Also, the issue with the two boxes of contacts that I "had" to order before they could order the trials is still not being addressed. Neither is the issue that I tried multiple times to contact the store before the warranty expired, and they never replied.
Again, I have two boxes of contact lenses that cost $327.24 that my daughter will never use because they never finished the fitting process and glasses that she cannot use, because the frames broke within the warranty period; but, they refuse to acknowledge and honor their warranty. The frames cost $229 and the lenses cost $240.
Regardless of the discounts they gave me, I still have two boxes of contact lenses that my daughter will never use because they are not her prescription and glasses that she cannot use because they're broken... and I'm still out of $500 because its been well over a year and they could never find the correct fit and they refuse to honor their warranty.

Very Respectfully,
*************************
Initial Complaint
Date:07/13/2023
Type:Service or Repair 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.
On June 10th I visited the ******* ************** in ********, **. I paid for my exam and contacts. I initially wanted distance only contacts, but quickly decided against them and opted to change to the multi-focal contacts. On June 14th the prescription was changed and I paid the difference and ordered 6 months worth of those contacts. I waited ten days for the contacts to come in and was told that only the right eye came in....I said ok and waited another week-give or take a day...no one reached out to me so i went in and requested a refund after 8 days....had to wait on manager to fix it....two weeks later found out the brand that was written for me was on back order for **** weeks (manufacture issues). I called them to see if I could get the doctor to write me a prescription for a different brand and was informed that since it was past 30 days that I would need to get a new eye exam. I asked why and was told that it was the doctor's ******* I asked where was it written and she said it was just what the doctor ********** I said I would call the doctor to see why. I called the doctor and explained what was going on and was told to wait for a call. ***** from ******* in ******** called and said that I called the wrong *************** which was the one listed on the prescription) and that she had nothing to do with the situation and that she refunded my eye exam cost and that I needed to find another eye doctor and my prescription is null and void. I still don't know why I couldn't just get the prescription brand changed and move on?!?!? All I wanted was a different brand to be written.....that is it.
Business Response
Date: 07/25/2023
We are sorry about this bad experience, we will be contacting you soon. Thank you for your patience.
Customer Answer
Date: 07/26/2023

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:07/10/2023
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.
Had my glasses made there and had a warranty put on them but was not told that the warranty did not completely cover the glasses that there was a hidden co-pay if they needed to be fixed . One of my lenses was broken and brought them there to be fixed and thats when I was advised even though there was a warranty there was still a charge of $45.80 . Which was never told to me when I purchased the glasses . That is poor business practice .
Business Response
Date: 07/12/2023
Our apologies for the inconvenience. We are committed to deliver nothing but great customer experience. We are looking into this and will be in touch soon.
Thank you for your patience.
Customer Answer
Date: 07/14/2023

Complaint: 20297914

I am rejecting this response because: They state nothing about fixing my glasses under warranty for no charge .

Sincerely,

*************************
Business Response
Date: 07/20/2023
***** came in today and we were able to resolve his issue. His original frame was damaged and not reusable, but he had another POF that we were able to get a good trace on. As a 1 time courtesy we are reordering the warranted lenses at **. We did talk about how the warranty works and he does understand that he will be responsible for the 20% co-pay should a future replacement need occur
Initial Complaint
Date:07/08/2023
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 June 19 we went to MyEyeLab in ****** **. Someone who was not an optometrist did the eye exam and got the prescription wrong. As we did not know any better, we felt misled. We tried to return the items but were told they dont do returns. We asked if that was displayed anywhere or if they notify anyone that they do not do returns, but they said they do not advertise it. Also there were cockroaches dead and alive EVERYWHERE.
Business Response
Date: 07/10/2023
Our apologies for the inconvenience, we are committed to providing nothing but outstanding customer experience. We are right now looking into this for you and will get in touch soon. Would you mind sharing phone number / email address you provided at the store back then so we can look you ** in our system?
Thank you in advance.
Customer Answer
Date: 07/12/2023

Complaint: 20293596

I am rejecting this response because: here is the contact information:

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

Sincerely,

***********************
Business Response
Date: 07/26/2023
We are really sorry for the delays on your complaint and thank you very much for your patience. You will be contacted soon.
Customer Answer
Date: 07/27/2023

Complaint: 20293596

I am rejecting this response because:
I am just waiting.
Sincerely,

***********************
Business Response
Date: 08/02/2023
We are working hard to get this resolved as soon as possible, please expect an update on the case within the next 24 hrs.
Business Response
Date: 08/09/2023
We have been trying to contact the patient with all information provided and we haven't been able to reach him, it send us directly to voice mail.
Customer Answer
Date: 08/11/2023

Complaint: 20293596

I am rejecting this response because:
Was told there would be an update in 24hrs and never got one.
Sincerely,

***********************
Business Response
Date: 08/14/2023
We have been trying to contact the patient and we haven't been able to talk to him with the contact information provided, we left a voicemail.

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