Complaints

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

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• 

  MyEyelab

  1615 S Congress Ave STE 105 Delray Beach, FL 33445-6326

• 

  My Eyelab Store #7001

  1765 N Town East Blvd Suite 112 Mesquite, TX 75150-4172

• 

  Stanton Optical

  1680 Campbell Ln Ste 104 Bowling Green, KY 42104

• 

  Stanton Optical

  2801 W Expressway 83 Harlingen, TX 78552

• 

  Stanton Optical

  10407 North Fwy Ste E Houston, TX 77037

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:07/05/2023

  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.

  Made an appointment on the phone was not greeted upon walking in. The process took forever I told the "virtual tech" that the machine was bothering my eye. Tried on the glasses was upsold to different sets on my receipt the exam was free. When it was time to pick up the purchase I did. After trying them out they did not work for me and were causing extreme headaches so I went back to let them to know I did not want to keep them. They have it stated on the site they a 30 day guarantee. I spoke to an associate who said he could not help me with that and would have to speak to the manager and he pointed out the lady sitting on the other side. So I went to her and explained the details including that the services of the day I came in also was extremely long I did not see the point of having an appointment. She said for me to come back and redo the exam with a in person Doctor I explained again that I would not want to come back for another exam I would like a refund and that I had already spoken to the customer service over the phone they requested that I went in store. She then proceed to tell me that customer service reps didn't know what they were talking about because the store doesn't offer refunds. I then asked her once more about the refund and she said again the store does not provide refunds so I left. I called the customer service line where the rep said again yes they do offer the refund and she saw on the notes the manager wrote I refused to get a new exam. After a week I followed up and they gave me a partial refund and charged me for the eye exam since I didn't do a purchase.

  Business Response

  Date: 07/10/2023

  Hello,

  Our apologies for the inconvenience you have gone through. We have had some issues trying to locate your profile, could you share your phone number / email address provided at the time of your visit to our store?

  We will be more than glad to follow up and help you out with this inconvenience.

• Initial Complaint

  Date:06/28/2023

  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.

  I went to the Eye Lab on ************** in *********** **, on 6/28/2023 and was speaking to store Manager ******, who was very rude and conceding, and unwilling to help with my grandsons frames. Ask To exchange irregular frames for my grandson glasses that had just came in. Stating there was no one other than her that i could request a exchange or voice my complaint too or refund my ******. She stated I couldn't receive a refund, even though i just got the glasses, she would not give me no information for corporate office, and basically she was it, and was unwilling to fix the problem. The frame comes out more on one side than the other, and told me it just the frames, I know...the frames are warped or irregular either way, either fix it, exchange frame or give me my money back.Very unprofessional and rude and confrontational.

  Business Response

  Date: 07/05/2023

  Hello,

  Our apologies for the inconvenience. We are investigating further and will get in touch with you to keep you inform.

  Thank you for your understanding.

• Initial Complaint

  Date:06/26/2023

  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.

  Went to there location in *********** ** on 2/25/2023 due to them being the only location open on a Saturday while in there i was told i would need a Eye exam So i proceeded to go though with the procedure while in there i learned i would not physically be able to see the Dr as it is all done over the video chat software i thought this was standard practice so i went through with it .After exam was done they took me out to get my glasses i picked a pair and was told they would be done in a few weeks a few weeks passed no glasses so i went to get a refund i was refunded back on my CareCredit but not on my insurance (VSP) i found this out when i went to another Dr and was informed that my benefits had not been Reinstated. Called VSP and they have confirmed that the Pay out for the glasses frames where not. refunded on top of that i found out that they also charged my insurance for eye exam which i was told had to be paid out of pocket due to them being out of network. with this being said i have called there home office and visited there store in *********** ** and was told they would correct it VSP has told me they can not reinstate my benefits until they refund my previous pay out that they Received please make this right i need glasses. This is getting to be a little to long with no resolution or refund as i was promised.

  Business Response

  Date: 07/05/2023

  Hello,

  Our apologies for the inconvenience you have gone through. We are currently reviewing to provide you with a resolution as soon as we can. We will get in touch to keep you inform.

• Initial Complaint

  Date:06/21/2023

  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.

  Went in for an eye exam on March 14, 2023 and received the wrong prescription. Went back for a recheck and had the same outcome, wrong prescription. Tried to go for a third recheck and was denied.

  Business Response

  Date: 07/05/2023

  Hi,

  Our apologies for the inconvenience. We are actively working on this. We will be in touch shortly to keep you inform.

  Customer Answer

  Date: 07/10/2023

   
  Complaint: 20216531
  
  I am rejecting this response because there was no resolve to then issue. 
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 07/26/2023

  We issued a refund through a Corporate Check for $99, we are really sorry for the bad experience, please allow a ********** time to received the refund. 

  Customer Answer

  Date: 07/27/2023

   
  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:06/20/2023

  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 returned a pair of glasses to my local Eyelab store mid December of ************************************************************************************* the form of a corporate check. I have yet to receive the check, it has now been 6 months. I have called multiple times to inquire about the refund and I am told that my request will be expedited and to expect a call back within 48 hours. I never receive a call back. I believe I have been more than patient with this company.

  Business Response

  Date: 06/20/2023

  Our apologies for the inconvenience. We get it in touch with you to help resolve this issue. Thank you in advance for your patience.

• Initial Complaint

  Date:06/16/2023

  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.

  On September 13, 2022, I purchased eyeglasses from My Eye lab (order#**********). The total cost was ******. Around March of 2023, the coating in the lens began to peel. when I asked the company to replace the coating they refused. They stated that the lenses were no longer under warranty. I have purchased the several lenses from this company, but these are the only ones with this defect. in this instance I am asking that the coating be replaced at no charge to me.

  Business Response

  Date: 06/20/2023

  Our apologies for the inconvenience you have gone through. We are committed to make things right, we are investigating further, and we will keep you posted. Thank you for your understanding and patience.

• Initial Complaint

  Date:06/15/2023

  Type:Billing 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.

  Not happy that they give you pricing on the phone and online that is way less than when you get to the store and they hit you with the final bill. It's more than junk fees, it's where they knowingly up charge you without ever giving you a total until the very end.Then when you get the glasses and are not happy with they want to charge you a fortune to have something changed.Not at all happy with this company.

  Business Response

  Date: 06/20/2023

  Our store has already reached out to the patient and we are working to help alleviate this situation. Thank you for your understanding and patience.

• Initial Complaint

  Date:06/14/2023

  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 placed an order on 05/26/2023 for lenses to be placed on brand new frames bought at a different facility. The transaction seemed to be a smoothed one, the sales person took some measures, and gave me an electronic pad to get my signature, however, the salesperson did not disclosed what the signature was for, or showed me any type of documentation. I assumed it was just a sales transaction. Photos of my brand new authentic ***** frames were taken by the salesman as a reassurance. I was told if anything happens to the frames in terms of damage, or they are lost, I will receive payment for the frame purchase as well as the lenses. Additionally, I was informed my glasses were to be ready in 10 days. As of today, I cannot get anyone to provide an accurate status of my frames, and I was told they will not pay for the frames if anything was wrong or they are lost. The written sign policy states "Eyelab will attempt to replace the original frame". I was promised a phone call with an update and resolution, and no one has reached out. All I want is to get my glasses back- in brand new condition as they were given to the company- or a replacement for the same item. Please make this right and stand by what was promised to me as a customer. My order as of today still shows as "delayed" with no other explanation given. This incident happened at the following location: **********************************************************************************Total cost of frames (I have a valid receipt if needed) is $324.72 and lenses $82- I am happy to provide receipts upon request. I hope this situation can be resolved as soon as possible and no other customer goes through this.

  Business Response

  Date: 06/20/2023

  We truly regret to hear that a BBB complaint has been established from the patient. Please note that on Wednesday 6/15/2023 following the patients visit to the location on Tuesday 6/14/2023, I personally reached out to the patient as the team expressed her disposition and inquiry of the *** order on Tuesday. I learned that this specific order was a Friends and Family Purchase made incorrectly from the most recent Brand Manager ***** that is no longer with us also most recently. My cell number was also given to the patient from the inactive BM as well. 
  
  
  Upon following up with the patient on Wednesday morning, I was very accommodating to her refund request and listened to her needs. Patient stated that there was no concerns of the process of placing the order however mentioned that she was not aware of what she was signing with our *** Waiver Disclaimer form and was concerned that while logging into our company site to track her order she was not seeing any movement or details to the order and assumed her *** frame was lost. Estimated ready date established on her invoice was 6/16/2023. I also expressed to the patient that I will gather more concrete details on her order and follow up with a tracking number to determine exactly when the order was shipped and ETA on delivery. Throughout the day Wednesday on our communication, I also included timestamps in which I will follow up with her and commit to those timestamps as well. With further digging, our amazing lab team shared and tracked the order number and date of arrival of the patient's *** frame which was 6/16. I then personally followed up with the details of the order to ensure some level of confidence.
  
  
  Once the *** frame arrived on 6/16/2023, the team informed me and I followed up with the patient as well stating the order was ready for pick up with her demo lenses. I then performed another follow up after she picked up her *** order to establish if everything was satisfactory. Patient expressed that her *** frame was in great condition and she thanked me for how amazing I'd been with my follow up, professionalism, urgency, and building the level of reassurance with the status of the order. Patient did disclose that the ** lenses were not in her ***, just the demos and wondered why this was the case. I'd apologize for this and expressed with empathy that we will still honor a refund for which the team has done and I also added another accommodation offering a complimentary pair of sunglasses. Patient thanked me repeatedly and we ended the call.
  
  
  We're shocked that a BBB complaint has been transpired. We've done all that we can do to make this right and accommodating for the patient along with reengaging there trust. I have also coached the team on educating the *** Disclaimer form for signature and paper captured to the patient's profile and ensuring we are reviewing again for once it is also presented on the clover device upon checkout.

• Initial Complaint

  Date:06/08/2023

  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.

  Dear ***/*****,I am writing to address an ongoing issue concerning the non-delivery of a contact lens order and the associated refund, which has caused considerable inconvenience and financial strain for my daughter, *********************, and myself.On February 23, 2023, ***** had her eye and contact lens exam at My Eye Lab located in Deerfield West. Unfortunately, shortly after our visit, we were informed that the store had permanently closed its doors. Subsequently, I initiated communication with your customer service department in March 2023 to resolve the matter.During our correspondence, your representative assured me that a refund of $226.00, pertaining to the contacts portion of our order, would be processed due to the store's closure. To my dismay, despite your records indicating that a check was issued on May 5, 2023, I have not received any reimbursement to date. This situation has put my daughter in a challenging position, particularly as an athlete who relies on her vision and requires contacts for optimal performance.I kindly request your immediate attention to this matter. It is crucial that we receive the promised refund as soon as possible, considering the extensive delay and the impact it has had on our financial situation. *****'s ability to participate fully in her athletic activities is compromised until we can afford to purchase new contacts.I would appreciate a prompt response to this letter, including a resolution plan and an update regarding the status of the refund. If necessary, I am prepared to provide any additional information or documentation to facilitate the resolution process.Thank you for your attention to this matter, and I hope for a swift and satisfactory resolution.Sincerely,Merielyn

  Business Response

  Date: 06/12/2023

  Our apologies for the inconvenience you have gone through. We will investigate this further and will be in touch with you. Thank you for your patience.

  Customer Answer

  Date: 06/12/2023

   
  Complaint: 20161871
  
  I am rejecting this response because we have been trying to get a resolution for over 3 months and every time they keep investigating and in the end, my daughter has no contact lenses or a refund for a item purchased many months ago. 

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

  Business Response

  Date: 06/20/2023

  Our apologies once again, we have already processed a refund check and it should be arriving to your mailing address. Please let us know if any questions/ concerns.

  Customer Answer

  Date: 06/21/2023

   
  Complaint: 20161871
  
  I am rejecting this response because the check was issued on 5/5/23 and until this day 6/21/2023 , I still have not received it. Once I receive my refund I will update. 
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:06/01/2023

  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.

  I had my first appointment on March 29, 2023, and my first pair of glasses, which used my own customer-supplies frame, was ready for pickup by April 14, except that I could not see clearly up close in them. I never had that issue with any other pairs in the past, as I am naturally nearsighted. I could also not see clearly from my right eye still. I did a reexamination on 4/26 and the order for a new prescription with an add power was made. The order has been placed and processing ever since the following day. I have had good support from ****** at the clinic, but this order has been delayed at least twice, now. I have now been waiting two months for prescription eye glasses, straining my eyes that entire time. This is serious. I need my eyeglasses returned to me and I believe I should be refunded the entire order as I will not be going through this again. I am now considering lasik correction in order to avoid an experience like this in the future, and I believe my vision has been made worse from having to strain my eyes to see out of these lenses.

  Business Response

  Date: 06/05/2023

  Hi,

  Our apologies for the inconvenience you have gone through. We will investigate this further and will be in touch with you. Thank you for your patience.

  Customer Answer

  Date: 06/05/2023

   
  Complaint: 20131416
  
  I am rejecting this response because:

  Thank you so much for the response, but I am marking it as rejected because there has been no solution presented.

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

  Business Response

  Date: 06/20/2023

  This should be solved. Thank you for your patience and understanding.