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 has 9 locations, listed below.

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  MyEyelab

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

• 

  MyEyelab

  16100 SH121, Bldg A, Ste 130 Frisco, TX 75035

• 

  Stanton Optical

  1701 E Broad St Ste 109 Mansfield, TX 76063

• 

  Stanton Optical

  6735 Jonesboro Rd Lake, GA 30260

• 

  Stanton Optical

  14550 Westheimer Rd Ste 140 Houston, TX 77077

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:05/26/2023

  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 visited the MyEyeLab location at ****************************************************************** back on January 10th of 2023 for my first scheduled eye exam. I didn't have insurance so this all came out of pocket but nevertheless the prescription that was provided that I picked up on January 18th has been and was wrong since the beginning. The actual exam to determine the prescription was done over video conference/TeleWeb. I visited Lenscrafters nearby and they gave me a totally different prescription and informed me whatever prescription I was given from MyEyeLab earlier in the year was not correct and my eyes were still the same, but the prescription was wrong. Keep in mind I wouldn't have really known this because I've never had glasses. I'd like some portion of what I spent refunded or prorated just for the simple fact this all came out of my pocket, so I expected the prescription to be correct.

  Business Response

  Date: 05/31/2023

  Hello,

  Thank you for reaching out. Our apologies for the inconvenience, we are investigating further to get back to you as soon as we can.

  Thank you for your patience.

  Customer Answer

  Date: 05/31/2023

   
  Complaint: 20107918
  
  I am rejecting this response because:
  
  Sincerely,
  
  *********************

  Customer Answer

  Date: 06/01/2023

  The business has agreed to settle my issue on Monday June 5th. I will close this complaint out as long as they keep their agreement.

  Business Response

  Date: 06/05/2023

  Hi, thank you for confirming. We will be in touch with our store staff so we can help you.

• Initial Complaint

  Date:05/17/2023

  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 have ordered an eye glass to the my eye lab on March 29,2023, and I was told my order will be ready to pick up on April 12. But till today I have not received the order, its not ready yet , this what the store and the cooperate office is telling me, I want to file a complaint about this issue,

  Business Response

  Date: 05/18/2023

  Hello there,

  Our apologies for the inconvenience you have gone through. We are going to be more than happy to look into this issue. We are committed to helping you alleviate the inconveniences this may have caused you. Please bare with us as we go through this. We will get back to you shortly.

  Thank you.

• Initial Complaint

  Date:05/12/2023

  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.

  Feb 2023 I went to the lab ( ***** spring). I paid a $150 copay for an eye exam and glasses. I provided my own frames ( brand name ******* I waited 2 weeks and called to pick it up. I did start using it and noticed the prescription on the glasses was too strong and got dizzy. I called and make an appointment to see the doctor again, but I told them I want physical see the doctor because the first time was a virtual eye exam. So they told me I have to go to the eye lab on Comericla blvd, and waited 5 weeks to get in due the doctor only came once a month. I saw the doctor and re-check my glasses and gave a new prescription and told me I have to go back to the Eyelab ***** ***** to re-do it. I went a week later and spoke with the manager and she fills it up the form and she stated she re-send my glasses to be re-do. Since then I never see my glasses again, I called and they said to escalate the case, I went 3 times to the office and they only told me to check online eyelab.com. I do it every week and every week changed the date of delivery. They only said is processing. My question is where are my glasses? I have a feeling they lost it or they broke it. where is taking so long? is it the first time I used eye lab and the last time I will?

  Business Response

  Date: 05/18/2023

  Hello there, 

  Our apologies for the delay. We have escalated this further to get you a resolution as soon as possible. Our team is working to deliver resolution. We will get back to you.

  Thank you in advance for your understanding.

• Initial Complaint

  Date:05/10/2023

  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.

  04/04/2023 eye exam and ordered 2 pairs of glasses for me and 2 pair for my wife gave them our frames to have lenses put in 4/10/23 my glasses came in couldn't see with them. They sent them back. 04/28/2023 sun glasses came in for me and my wife. They were ok. 05/062023 called to get update on my glasses and wife's glasses. Was told they had sent my glasses back 2 more times and were not correct. And they lost my wife's frames. They apologized and offered partial credit and free pair of there glasses. So I agreed. Drove to the store today 05/08/2023 Store is closed. I am beyond frustrated. I want compensated for fuel and and frustration.

  Business Response

  Date: 05/17/2023

  We would like to apologize for all the inconvenience. We spoke to both customers on 5/8/23 and provided the following resolution. The patient's also came into the store to redeem their comped frames on 5/11/23, which were completed that same day. 
  
  
  First, we provided a $374.80 refund to cover the loss of ************** PLUS comp TWO frames and lenses. A remake was done on the patient's frames that were lost, and her original order was shipped out to our store today.  Pt essentially will get a refund, her original completed order, and (2) other frames and lenses that were comped by our store. 
  
  
  Secondly, we provided $459.60 refund for the amount of the glass purchase PLUS comp a frame and lens due to multiple remakes and delays. This pt also took his own frames home with him with the lenses mounted in it. 
  
  

  Customer Answer

  Date: 05/18/2023

   
  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:05/04/2023

  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 ordered glasses and contacts on October 29th 2022. I recieved the glasses and the prescription was not correct so they were sent back February 3rd 2023. It took several weeks to recieve the glasses and once recieved they glass still had the wrong prescription so they were sent back a third time. This time it took over a month to ******* them only ro have them damaged. It has been months and I've yet to recieve the correct product I paid for and the company refuses too refund me. So I'm out hundreds of dollars an still don't have my glasses in order for me too too see properly with my new prescription.

  Business Response

  Date: 05/18/2023

  Hi there,

  Our apologies for the inconvenience you have gone through. We are going to be more than happy to look into this issue. We are committed to helping you alleviate the inconveniences this may have caused you. Please bare with us as we go through this. We will get back to you shortly.

  Thank you.

• Initial Complaint

  Date:04/27/2023

  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.

  Client ID #*******: 6/1/21, I paid $60 for 2pr of glasses. 2/25/23, I requested 2 new pair of the same lenses. The Mgr assured me that if I upgraded to $837 I would see a $777 difference. 3/4/23, the Mgr told me it was to late to downgrade the order to my original request. She suggested I wait to see the difference. 3/10/23, she suggested I wear the new pair for 2wks, the difference will become evident. 3/22/23, I returned the glasses and she told me she would try to get a downgrade. 4/8/23 she told me order #********, is the same as order #********, but it's been more than 30 *********** to late to do anything.: ****************************

  Business Response

  Date: 05/12/2023

  It is with great regret that we received this feedback, we take pride in our patient's satisfaction. Customer has been in the office and we have tried to help already, **** explained everything several times and he seems to leave happy but then returns requesting the same information. He then recorded the staff without consent. With this being said, weve done our part in helping the patient.

  Customer Answer

  Date: 05/17/2023

   
  Complaint: 19989455
  
  I am rejecting this response because: 30 day satisfaction guaranteed.  I requested a downgrade to the lenses I bought 6/1/21. Buy one get one free means I should be paying $100. Otherwise please refund my $500. Especially since I made my request within 30 days from pickup & as you see in the video she admits she finally See's the watermarks that show the 2 pairs I bought 6/21 are progressive lenses.

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

• Initial Complaint

  Date:04/23/2023

  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.

  My frames were brought in for an adjustment and they broke them. They are now refusing to replace my glasses free of charge. What happened to customer service or at least human decency? I spoke with the district manager who offered me a discount on new glasses, I told him Id be taking you all to court if you just dont replace what you broke.The district manager hasnt called me for at least a week now since I told him that I will not pay a ***** to replace glasses that were damaged by them. *** tried to get in contact with the store and the district manager and no one has called me back yet.

  Business Response

  Date: 05/05/2023

  It is with great regret that we received this feedback, we take pride in our patient's satisfaction. The patient came in on 04/29 to have lens and frames replaced.

  Customer Answer

  Date: 05/05/2023

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

• Initial Complaint

  Date:04/21/2023

  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.

  Date:02/14/23 Amount :$448.00 Business:Eye examination and eye glass purchase On the 14th feburary 2023 I in company of my daughter visited the store with a plan buget of $150, some of the glasses on display was buy one get 1 free so I opted for the cheapest costing $69.00 for 2.I asked the reception for the price of the lens and was told it depends on the type and that I had to do an eye examination to determine the type ,thinking the lens could not be more than $100,I did the examination after which I was given a bill of $448.00, I i mmediately protested saying it is way above my buget, the insisted that I had to pay and refused to let me leave, I paid for eye exam but was charged for glasses and eye exam. I immediately cancelled and it was processed. They gave me a refund receipt, but i am still yet to see my refund. I need receipt to show that it was processed to my **** card ending **** not just refund. They keep telling me its been refunded since 2/16/2023 but still do not see money refunded to my bank. The manager needs to send me proof that my $448 was indeed refunded to my **** card. No product was received by Merchant.

  Business Response

  Date: 05/05/2023

  We are really sorry for this inconvenience. We were able to speak with the patient, we processed the refund once again on 04/24.

• Initial Complaint

  Date:04/21/2023

  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.

  On Feb 14, my mom and I went to My eyelab techridge. We authorized payment for only eye exam, ******* store associate said she made a mistake and charged for 2 glasses. Transaction was cancelled immediately and gave me a refund back.It shows cancelled on their site, I didnt receive any product from the store but they keep saying they processed a refund which they did not. Still yet to receive my refund of $448 as promised

  Business Response

  Date: 05/05/2023

  We are really sorry for this inconvenience. We were able to speak with the patient, we processed the refund once again on 04/24.

  Customer Answer

  Date: 05/05/2023

   
  Better Business Bureau:
  
  Thank you so much BBB for stepping in. We got a refund of $389 on 4/26/2023. 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:04/17/2023

  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.

  Sent in my frames on 03/26/23 and my ready date keeps getting pushed back even when I filed a customer service request asking for status they replied and gave false ready dates from a claim ticket. Been 4 weeks and still dont have 1 pair of glasses. They have been on the same status special edging and seems like this company doesnt know what they are doing. Now Im still left without my glasses and keep getting the runaround about when they will be ready.Requested a refund and cant even get a date about when Im getting my frames back. I just hope my glasses come back in one piece and not damaged. Unprofessional and will not be bringing business here anymore. Order number ********

  Business Response

  Date: 05/01/2023

  It is with great regret that we received this feedback, we take pride in our patient's satisfaction. A refund was issued on 04/17