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

• 

  My Eyelab Store #7001

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

• 

  Stanton Optical

  10407 North Fwy Ste E Houston, TX 77037

• 

  MyEyelab

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

• 

  Stanton Optical

  1701 E Broad St Ste 109 Mansfield, TX 76063

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:04/04/2023

  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.

  My eye exam was completed "virtually" and the prescription that the Dr gave was extremely off. At my previous exam it was ***** in my right eye and ***** in my left, they came back with ***** right and ***** left. I know this couldn't be right and confirmed that when I tried in contacts. The sales associate (******) helped me get it right and changed my contact prescription before I placed an order for contacts AND glasses. When my contacts came in they were fine but my glasses prescription was never changed to match. I explained the situation to *********, the girl helping me that day and she wanted to test the lenses against the *** Since it never got changed it matched the original rx and I had to again explain what happened. She asked me to call her that afternoon and she'd let me know what they were going to do to get it right. That was March 21st. I have called 5 times and never been called back.

  Business Response

  Date: 04/08/2023

  It is with great regret that we received Ms. ************ feedback, we take pride in our patient's satisfaction. We just contacted the patient to bring a resolution to her concern, we left a voicemail to call ** to reschedule another exam.

  Customer Answer

  Date: 04/12/2023

   
  Complaint: 19894506
  
  I am rejecting this response unless it is possible to have an exam completed with a physical doctor ******* to complete it. I do not trust having another virtual exam. I also spent over 3 hours in the business my last visit.  
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 04/19/2023

  It is with great regret that we received this feedback, we take pride in our patient's satisfaction. We have contacted the patient and left another message. We are trying to offer a recheck/troubleshoot appointment for her.  Unfortunately patient  has not returned any of our calls.

  Customer Answer

  Date: 04/23/2023

   
  Complaint: 19894506
  
  I am rejecting this response unless I can have a new exam by an in person doctor. I stated this previously but that has never been acknowledged on whether it is possible or not. If not I would just like my frames sent to me with no RX lenses and I will go elsewhere and pay out of pocket to have new lenses placed. 
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 05/05/2023

  We've reached out to the patient and left voice mails with a detasil to contact ** in order to provide a resolution. We were not able to get a hold of the patient, He is more than welcome to call ** to asisst with this request.

  Customer Answer

  Date: 05/11/2023

   
  Complaint: 19894506
  
  I am rejecting this response because: I will not have another virtual exam.  Plus as you see even after multiple interactions they are still addressing me as Mr whereas I am a female. I would either like to be refunded or have the frames mailed to me with no prescription lenses, although I paid for the lenses, and I will take it to a different optical store for a real exam and replace them myself. 
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:04/03/2023

  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.

  Negative 5 stars if I could!! Never again! Their products and warranty are absolute TRASH! 2 pair of glasses I purchased with them and both have issues- first pair the lenses kept popping out- within weeks the glasses BROKE!! Second pair the lens cracked off right where they meet the frames- both lens!! Within weeks of purchase!!! When you try to reach their corporate office you get the run around because each location is a franchise that's independently operated. They never call you back when you try to escalate your situation! When you go to the store they want 20% of the **** of the lens and 1 month to repair your glasses!!! I'm NEVER BUYING ANYTHING THERE AGAIN!! You get better customer service and products buying online and cheaper as well! They wanted $36 to repair my defective lenses! I took my glasses and business elsewhere!!! I'm going to buy a whole new pair frames AND lens from a online store with my $36 and get them in a week and never touch a My Eye Lab again!! Such a scam!! Oh yeah and I'm a Veteran so yeah new job *********** scamming us vets out of our hard earned money!!

  Business Response

  Date: 05/03/2023

  It is with great regret that we received this feedback, we take pride in our patient's satisfaction. We tried to contact the patient several times. We will keep trying so we can provide the proper resolution.

  Customer Answer

  Date: 05/04/2023

   
  Complaint: 19890094
  
  I am rejecting this response because: no one has attempted to reach out to me. The statement from the company to the BBB is false and misleading, which isnt surprising considering my experience with this business across multiple locations. 
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:03/27/2023

  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 called on January 1 2023 specifically asking if they created size 7 prism lenses and was told they made them and I scheduled the appointment for my husband to get fitted as we already had a prescription. We went in and were told again by the associate upon confirmation of the manager it could be done. We know these lenses take 4 weeks. In February we received them but my husband couldnt see and had to go back to his eye Dr to confirm prescription. The lenses they put in were a 6 and 9 prism not 7s. They had to do a remake that was submitted 2/4/23. As if 3/27/23 we have no glasses. The site says shipping delay through the manager the regional manager says its QC inspection. Been told Id be called every day with an update (only called once) and that the eta was 3/28 and now per website it is 4/1. Its been almost 12 weeks with no glasses and now we have yo go elsewhere and hope the vision insurance will allow it to be processed. And hope we can get a full refund from eyelab

  Business Response

  Date: 04/20/2023

  It is with great regret that we received this feedback, we take pride in our patient's satisfaction. That being said a refund of $274 was issued on 03/28 for the order.

• Initial Complaint

  Date:03/24/2023

  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.

  Hi, I am reaching out because I do not know who else to contact for this. I recently went into one of the my Eyelab stores and bought two sets of glasses. My pair was not fixed very well so we went back to have them replaced. The second time we had them replaced. I tried them on and they told us that he had to wait two weeks and they kept persuading and persuading for me to wait after I told the lady no, lets go ahead and do the remake for the glasses. I have an old doctors prescription is there a way we can use that and she stated yes she never told me about the policy. She never told me about the refund policy or procedures, she never told me about anything before signing up. I was not told about the refunds or how the policy works. When I go online it clearly tells me that I can get my refund back within the ********************************************* to get my glasses. I understand it takes time.. but the store manager and assistant have been the most rudest people I have met and I paid 451.72$ for them when your ad clearly says otherwise. I am not the only customer with the same issue other people have been overcharged and thats wrong!!!!

  Business Response

  Date: 04/07/2023

  It is with great regret that we received *******************************. We take pride in our patient's satisfaction. We have explained to her that due to her boyfriend/husband bringing in an outside Rx we are not liable for him not being able to see out of it. We did insist further that the patient can update the outside prescription and bring it over to us so we can remake his lens at no charge. As far as the total $451.72 that is a combined amount of $299.20 which is the patient who sumbmitted the complaint and the other amount is $152.52 which is the wife/girlfriend and she has not complained at all about her glasses. All policies were explained to both patients, everything pertaining to the person submitting this complain can only be discussed with him due to HIPAA compliance. We will be more than glad to assist him if he gives us a call back so we can further assist him.

  Customer Answer

  Date: 04/12/2023

   
  Complaint: 19847261
  
  I am rejecting this response because: Me and my wife were not informed about the policy before providing a prescription from a different Dr. ** I was told this info beforehand I would have not provided the old prescription. I need my money back. I will be dropping my products off soon. Even before then I wasnt informed about the policy when I first signed up. My wifes insurance company will be canceling her claim as well.Online it does not state anywhere that they cant provide me with my money. I have informed everyone that I possible could to not shop with them.

  I will be taking this issue to legal matters.
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:03/23/2023

  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.

  Overcharged me and refused to provide partial refund.

  Business Response

  Date: 03/29/2023

  We would like to sincerely apologize for Ms. ********* bad experience. This patient had an exam with the store on 02/21/23 and got glasses made for her, but after picking up she reported she was having trouble using the glasses. She came back for a recheck on 03/13/23 and the glasses were remade for her with a single vision pair instead of a progressive prescription. The patient picked up her glasses on 03/23/23, and confirmed the prescription did work for her

• Initial Complaint

  Date:03/21/2023

  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.

  I went in on 1.20.23 got a eye exam with 2 pair of glasses and when i went to pick them up I waited 1 week so I can get used to the prescription but my eye's NEVER did get adjusted I still could not see correctly, so i scheduled another visit and that is when they informed me that the young lady had wrote down before i saw the Doctor that I had black clouds in the back of both eyes, so at that point they should have instructed me to see a specialist and not see their Doctor and they will not even ************* or refund me part the the payment.

  Business Response

  Date: 03/27/2023

  It is with great regret that we received Ms.******** ******** regarding her purchase at our store. We take pride in our patient's satisfaction. We spoke to the patient on March 22 and she ended up going to her specialists that morning finding out the prescription matched what her specialist gave her. We spoke and agreed to restyle one pair of glasses but was not interested in getting any money back since the prescription was the same as her doctors and did not want a refund even for her doctor's visit. We are just waiting for the customer to come in next week to restyle her cat eye frames that will not work well with her prescription.

• Initial Complaint

  Date:03/20/2023

  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 had an eye exam at this location on 1/3/2023. My purchase included a pair of eye glasses and contacts. The prescription was not accurate and I was still not able to see, using the glasses or the contacts. I went back to this location and was rechecked. I was told that my prescription was accurate, however they measured wrong. They would need to have the glasses and send them in for a measurement adjustment. I went to an optometrist for a 2nd opinion. I had to pay out of pocket $173 as this visit was not covered by insurance. Here I learned that the prescription from My Eye Lab was not accurate and was given a new prescription. I shared this with My Eye Lab on ******** I spoke with ******* the store manager, she would not provide me her last name. Today is 3/20/2023. I am still without my glasses. I am missing work due to not having my eye glasses. The staff at this location has been very rude, have hung up on me several times. ******* promised me that she had a pair of pink glasses that were similar to the look of my original glasses, she said she would send those in with my prescription and she would cancel the order that was in remake for measurements. Today I was told my order would take an additional 10 days. I am on a payment plan and paying for items tht I never received. I explained to the lady on the phone today, she would not provide her name, tht I would be canceling the order and taking my business elsewhere. I do not want the glasses any longer as I have waited long enough. I do not want to deal with these people ever. The customer service was beyond horrible. They have not offered any resolution or refund S the mistakes were all on the business. End.

  Business Response

  Date: 03/29/2023

  It is with great regret that we received ****************** feedback regarding her purchase at our store. We take pride in our patient's satisfaction and these incidents are not in line with our philosophy. This patient picked up the contact lenses last Friday 03/24, and her glasses arrived today at the store. She has been notified that they're ready to be picked up.

  Customer Answer

  Date: 04/03/2023

   
  Complaint: 19624099
  
  I am rejecting this response because:
  I did not pick up any merchandise and I request a refund. Furthermore, I have discovered that doing business with My Eye Lab has caused me health issues, stress and anxiety. I no longer want to do business with this company as stated I have purchased my eyewear from VisionWorks. 
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:03/16/2023

  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.

  37 days ago I got my glasses. I told them they were really blurry. They told me to wear for a week or 2. So I tried to return today to have them fixed and was told no we cant help you! You are 7 days too late to return I tried to explain that with my work schedule they are closed. Nope sorry! I spent $500 For glasses I cant wear because I could have a wreck.

  Business Response

  Date: 03/29/2023

  It is with great regret that we received Ms. ***** feedback regarding her purchase at our store. We take pride in our patient's satisfaction and these incidents are not in line with our philosophy. We have contacted the patient several times but has not answered our phone calls. We kept leaving a voicemail to the patient but hasnt contact us yet.

• Initial Complaint

  Date:03/16/2023

  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 2-18-2023 I visited My Eye Lab location ************************************************. I ordered two pairs of eye glasses and paid a total of $191.20. I was told order would be ready in 10 days. Called the location multiple times but was sent to call center and i left messages but manager or owner did not respond. Finally spoke to **** on 3/9 and he said he was owner and that he would refund me as their system had issue and my order was not placed. **** said he would issue refund and email or call me back, never did. So i went on 3/11 to the location and ******* was there and he told me that he would need ***** permission to refund me. He said that **** would call me by 1pm for refund. **** called and said he issued refund and it should be 3 to 5 business days. Well today 3/16 i called again asking for the paperwork for the refund that they supposedly issued on 3/11 but now i am told oh there is none because it was not issued. So now i have no glasses and am out of money. Going in circles trying to get my refund. This is such a scam of a company. I will make sure to let everyone i know to avoid this s***** place. Give me my **** money back since you cant make my glasses. Why charge me for something you cant deliver,

  Business Response

  Date: 04/25/2023

  It is with great regret that we received this feedback, we take pride in our patient's satisfaction. A full refund of $191.20 was issued on 04/19/2023.

• Initial Complaint

  Date:03/16/2023

  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 February 27 I went to Eyelab in Paris **. I got the eye exam and everything and paid for it..They said my glasses will be ready within a week so I go back the next week and my glasses are ready I try them on of course and my left eye It was blurry I told them that and they told me they will get another look and I went back for another eye exam and then they still get my prescription wrong still on my left eye.The store manager (*************************) stated she will escalate the issue up and give us a call and she did but she stated I need to see a specialist which never I have ever need to go see one at this point Im really upset about this I just want my money back

  Business Response

  Date: 03/25/2023

  It is with great regret that we received ******************, as a company, we strive for customer satisfaction. A refund was issued on 03/16.