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

  10407 North Fwy Ste E Houston, TX 77037

• 

  Stanton Optical

  1680 Campbell Ln Ste 104 Bowling Green, KY 42104

• 

  Stanton Optical

  6735 Jonesboro Rd Lake, GA 30260

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:03/15/2023

  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.

  I paid half on my glasses in April of 2022. I then moved to another state and drove charter buses commercially. I could never get back to ******* to pay balance and pick up glasses. January 3, 2023, I called the store and was sent to a call center. I advised I wanted to pay to get my glasses. I was told the store would contact me about the remaining $190 owed. March 2023, my glasses broke and I had to take off and go to the store. The nice lady redid my PD because I told her I felt it was wrong when I tried to order glasses online. She redid it and corrected it. So my glasses werent correct and I explained that. Then the manager advised me my glasses were returned mid December. I didnt receive this information from the call center in January, nor did I receive any further calls stating they would be returned. Ive had the same phone number for 25 years. Manager didnt know what to do. Advised they had been there close to a year, had a balance and was unsure of procedure. Mentioned I would have to pay a restocking fee..had no problem because the glasses could be resold. Also told me the District Manager was sent a message..two weeks later, I returned.never heard from anyone. I needed glasses and purchased two pairs for approximately $324 the same day at Eye Glass World. Upon my return, the manager is saying he can reorder the glasses and i will owe the balance. Not really interested in glasses from them unless. I will accept a pair for the value of the $190 already paid since I already purchased new glasses. My point is the glasses actually were going to have to be returned because the PD was wrong. I questioned this at Eyeglass World and my PD hasnt changed since 2012. Ive purchased from them in other states and its on record.

  Business Response

  Date: 03/25/2023

  It is with great regret that we received Ms. ****** as a company, we strive for customer satisfaction. We can offer the Pt another pair of glasses for the credit of 190 dollars toward purchase.

  Customer Answer

  Date: 04/05/2023

   
  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:03/14/2023

  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 went in for an eye exam and lenses with my own frames on Feb. 4th 2023. The lenses were never delivered and I canceled the order. As of today, my insurance company has not received the refund and I can't get my prescription filled elsewhere. I was told it would take 2 months to refund my insurance company. That is totally unacceptable. With that being said, my insurance company told me to have them call them and they refuse. I can't understand why would it take months to cancel an insurance claim. These people are grifters and scam artists.

  Business Response

  Date: 03/25/2023

  It is with great regret that we received Mr. ******** feedback regarding the experience at our store. We take pride in our patient's satisfaction and these incidents are not in line with our philosophy. The benefits reinstatement request has been processed as for 03/16 please allow up to 45 days for updates to reflect with the patients insurance.

  Customer Answer

  Date: 03/28/2023

   
  Complaint: 19592765
  
  I am rejecting this response because:
  I rejected those lenses in the beginning of February.  Why wait until 3/16 to initiate a refund?  Why can't they just call my insurance, verify the rejection, and have my benefits opened up. This makes absolutely no sense to me.  ************ is a complete scam.  I rejected the lenses in Feb. And I have to wait until April 27th to receive a refund?  Also? Why do they refuse to verify the rejection with my insurance company?

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

• Initial Complaint

  Date:03/13/2023

  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.

  I went on 3/11/2023 to EyeLab for an eye exam. ******* told me that I could be seen same day. I completed registration on a tablet and asked why I there was an option to have audio/video recording of my appointment. ******* checked it and said I had to accept it to have the exam. She did NOT tell me that the optometrist was not present during the exam. My exam was done by an offsite optometrist using Telehealth. I answered all the refraction questions, after the last question "is this better- 1 or 2?" the doctor said my exam was over. I asked the doctor to show me what my vision will be through refraction lenses, he said it will be on paper, that the technician will give me it. I said, and repeated a second time, "I can't see well with what you corrected me to!" The doctor ended the exam. ******* told me to look for frames. I said no, and that I do not want to look for frames because as I said to the doc, I cannot see well but he concluded the exam. ******* said 1000's of exams were done this way. I told her that I wanted to modify my PC Computer single distance to see 10 inches farther away, my monitors are 10 inches farther away. I explained that and told her that the final results in the exam were worse than I currently see with my 5-month-old RX in my current glasses bifocal glasses, and that I did not get an adequate refraction. ******* then said that I'd told her (prior to exam) that my distance vision was a problem. I said that is NOT what I'd told her! I told ******* that what I'd told her is that my 5-month-old RX in current glasses are GOOD for bifocals; that what I needed for work was to be able to see my PC monitors at a GREATER DISTANCE than what they were written for 5 months earlier; a distance of 30 inches. I showed her the SEP 2022 paper RX eye exam for comparison and how much different it was from the Telehealth RX from exam I'd just had. I paid with my employers FSA card and now I want it refunded. I cannot buy eyeglasses based on EyeLab RX.

  Customer Answer

  Date: 04/05/2023

  ***BBB Has Received Consumers Update***
  

   

  *****, The Manager of EyeLab located at ****************************************************************************** called me and on 03-21-2023 at approximately 3:47 PM agreed to refund my $25.00 Eye Exam Fee as requested in this 19586434 Complaint ID. My FSA MasterCard has since been credited that amount, $25.00.

  
  

  ***** additionally offered a free eye exam fitting at the EyeLab *********** location based on their Telehealth Optometrist prescription from 3/11/2023 exam. ***** offered to have me view "see" through that rx at as he said "tweak" it so that I could see well. He said also that EyeLab would would waive my cost for a frame and computer-distance lenses.

  
  

  I declined this free pair of rx glasses because the EyeLab Rx written on 3/11/2023 was significantly different from the Rx that I currently see well with, which was done by ************ on 9/2/2022 (just 6 months earlier)- this Rx is also on file with this Complaint ID ********.

  
  

  I have since had another vision facility make me computer glasses with the ************ 2022 Rx but extending the distance for Computer vision viewing to 30 inches. I see very well with this pair. This pair's Rx also is NOT what the Telehealth Optometrist at EyeLab prescribed.

  
  

  Please close this case. I have been refunded my $25.00 Exam Fee as requested.

  
  
  

• Initial Complaint

  Date:03/11/2023

  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.

  My wife and I recived glasses from the **** US-280 #***, ******, ** ***** location and the frames were incorrect. My wifes glasses made her violently ill due to intensity of the incorrect lenses. My glasses were off enough that i felt corssed eyed. After speaking with the manager, *******, of the location he agreeded to refund the glasses. My wife and I have gone to another optometrist to validate that our persciptions we incorrect. Now here lies the issue we are experiencing. The location has refunded me but not VSP insurance. I have contacted ****** and he assured me that corporate has mailed a check to VSP in January. I have called 4 times now over the past two months and have recieved the same information. As of my last call ****** has stop communicating information that has been provided by corporate. When calling the toll free number we were refused to speak to a supervisor by ***** at call center **********. Their system was down but I asked if he could transfer me to a supervisor so that I may provide them with my name and phone number to call me back once the system was back up. ***** refused my request and refused to assist me aside from telling me I needed to call them back later. Since this company has not refunded my insurance company, my wife and I are unable to get glasses.

  Business Response

  Date: 03/27/2023

  We would like to sincerely apologize for Mr. ***** bad experience, as a company, we strive for customer satisfaction. The refund check was mailed back to VSP already by our accounting department.

  Customer Answer

  Date: 03/28/2023

   
  Complaint: 19584598
  
  I am rejecting this response because:

  This is the same response i have been provided since February.  I would like for your company to look further into where this check may be in the process.  I requested this information from the store manager and was never provided a call back.
  
  Sincerely,
  
  ******** Day

  Business Response

  Date: 04/19/2023

  Good day, we have already mailed the check, the next step would be for our patient to check with the insurance company.

• Initial Complaint

  Date:03/11/2023

  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 into MyEyeLab the first time on January 23rd to have an eye exam. They were unable to give me a prescription, but still took my money for the exam $95. They then asked me to come back the next day to see if they could figure out my prescription (Jan 24th) and they failed once again. They referred me to an ophthalmologist. I came back in on February 3rd, they looked at my eyes again and I was able to purchase glasses. This was my first time purchasing glasses so I wasnt aware that I was being overcharged. I was charged $609 for 2 pairs of glasses, and this was apart of their buy one get one free special, so that makes the amount I paid even more ridiculous. I received my glasses on February 13th. I tried to use them for a few weeks thinking my eyes just needed time to adjust. However the prescription was just incorrect. I called the customer service/corporate line and was told the 30 day satisfaction guaranteed policy was based off of the day you received the glasses by 2 different representatives. Because lets be honest, it doesnt even make since to base it off the day of purchase. How do you know if your satisfied if you dont even have the glasses? However once the new **********, ** store manager (who provided me with a wonderful experience) called her manager to be able to process my return, he told her to tell me I was outside of my 30 window to receive a refund. I then saw how this was a trend within MyEyeLab after googling only the name of the company and all these articles about how they are a scam came up. They want me to just get over the issue. But I refuse to be backed into a corner over a lie, so that they dont have to give me my money back. This company is a complete scam. Even the manager at the *****, ** location told me that even though they guarantee a 100% satisfaction or you can get a full refund that that isnt in fact what they actually do. He tried to whisper when telling me this so that no other customers could here him.

  Business Response

  Date: 04/07/2023

  It is with great regret that we receive Ms. ******* feedback. We have spoken with the patient. several times. We have offered all services to her, even a price match.

  Customer Answer

  Date: 04/12/2023

   
  Complaint: 19583513
  
  I am rejecting this response because:
  I was told by customer service as well as the store manager that the regional manager was supposed to call me. Which he NEVER did. I requested a refund, which is a part of you alls policy, and was told I should be receiving that. However I was brushed underneath a rug and completely avoided. No one answers the corporate phone number, and the regional manager is clearly avoiding me. The bare minimum, is atleast giving me a call and acknowledging my complaint, but he cant even be bothered to do that. I paid $609 dollars for glasses. I found a better pair, with the correct prescription for $40. Can you price match that? I highly doubt it. This has been an ongoing situation for over a month now. The regional manager has been avoiding me for over a month now! The only person i have spoken to is customer service and the store manager, and the only reason i spoke with them is because i took the initiative to reach out every other day for WEEKS! If you all dont offer refunds then it shouldnt be apart of your policy!!!! MyEyeLab is a JOKE and the worst retail experience I have ever encountered.
  
  *********************

  Business Response

  Date: 04/28/2023

  A full refund was issued on 04/28

• Initial Complaint

  Date:03/09/2023

  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 went in for a contact exam at the ************************************************************* location. I had the exam and placed an order for a year supply of contacts for both eyes on December 6, 2022. I was called about 2 weeks later saying my order was ready for pickup. I drove to pickup only to find out that 6 months worth of contacts were missing for my right eye. I was told they would contact me when they were in. I received another call a few weeks later saying the missing contacts were there and ready for pick up. Once I arrived I was told they couldnt find them and said that they were given out to the wrong person. I was again told I would receive another call when they were in. I had to call myself weeks later and was told they were in. Again they were not in. This cycle has continued for months. I was just called about a week and a half ago, today is March 9, 2023, and told the missing contacts were ready for pickup. I am sitting outside in my vehicle writing this after walking out with no contacts. They had one box of sample contacts and said they would try to get another box. Once again I was lied to and I am STILL missing contacts that I should have had months ago.

  Business Response

  Date: 03/25/2023

  We would like to sincerely apologize for **************** bad experience, as a company, we strive for customer satisfaction. The contacts were mailed out on 03/23/2023.

  Customer Answer

  Date: 03/28/2023

   
  Complaint: 19563615
  
  I am rejecting this response because: I was lied to on multiple occasions by this location and wasted my time, money, and gas driving to and from when I was told the contacts were there but were not. Yes I received sample packs, not the actual contacts I ordered. I would like to be reimbursed partially for the gas, money, and time wasted while I was constantly lied to.

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

• Initial Complaint

  Date:03/07/2023

  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.

  I took my son in February for a contact lens exam. While there we showed the sales person his glasses as they had these strange lines that are forming on his lenses. It's called crazing. The sales person said she would "take a loss" and order him new lenses. Now I'm being told they were never ordered and that they wouldn't even do that without me paying for them. Which completely contradicts what was said to us when we were there. He's counting on his glasses to be able to see and this is absolutely ridiculous. This business is so highly unprofessional. They blatantly lied to me so many times while we were there. When I asked the contact promotion on their website I was told no that doesn't exist marketing just didn't take it down. With his contact lens prescription I was told there's no way I would find his contacts online then when she proceeded to try and prove her point by going on **** contactsand lol and behold they were there. It's a super shady business practice and I want replacement lenses.

  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 remade the patients order on 03/11 at no cost.

  Customer Answer

  Date: 04/19/2023

   
  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:03/07/2023

  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.

  March 2nd 2023 I made an appointment via phone for my eyelab here in ********* ************** for the same day. I was informed that because I had ******** I would get a discount although they did not accept the insurance but gave a discount if you had it. And my glasses would only be $49. When I got there and did my eye exam once it was time for me to pick out my frames the price went completely higher than what I was told in advertised to me. They were quoting me almost $170 for one pair of glasses because I had astigmatism. I declined because I did not have the money and also advise them that I was told of the $49 Price Plus the free eye exam so I would just pay for the prescription instead. They have a list and the prescription was listed at $25. I was then informed that I would not be getting my prescription at $25 instead it would be $60 because I did not fill a prescription with them and order glasses. I also declined this and called their corporate hotline number and reported the incident. It was escalated to a supervisor and which they called the store location and they told them the exact same thing that had happened and it was escalated to their supervisor support team. I was advised that I would hear back within 24 to 48 hours. Once the 48 Hours was up I received another email stating that they were waiting on a response and it would be another 24 or 48 hours. 5 days later I did call today which is March the 6th and they called the store and the representative that they spoke to stated and I quote they are too busy to deal with this right now and they will give me a call back later. I never received that call and I actually called them back to then receive another 24 to 48 hour wait time. Issue has not been resolved. They have admitted to this false advertisement, but still will not honor the price that I was given. Their calls are recorded which backs my concerns.

  Business Response

  Date: 03/24/2023

  We would like to sincerely apologize for Ms. ******* experience, we always strive for excellence. Patient came in and purchased glasses for $49.00 and was given a pair of free sunglasses.

• Initial Complaint

  Date:03/02/2023

  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 purchased glasses from My EyeLab in ******, ** on 12/10/22 through my insurance. The total price for the glasses was $373 but my out of pocket expense was $70. The lady that waited on me went through what my insurance did and did not cover and also told me that my glasses were under warranty. At no point was I told that ONLY my frames were covered and not the lenses and also when someone tells you that your glasses are scratch resistant that means there should be no huge, noticeable scratches, right, or at least that's what I thought? I noticed that there was a very noticeable scratch in my right lens in late February, so when I had time, I called My EyeLab on 3/2/23 to see about getting it fixed and was told by **************** that it was unfortunately nothing they could do because I only had insurance on the frame and not the lens. I asked to speak to a manager and the manager said the same thing. I told him, first of all, I wasn't told that the warranty was separate and only covered the frame and not the lens and also, I only had my glasses for about 2 1/2 months so they are practically new with big scratches and that I have always gotten scratch resistant lenses and none of my glasses had ever been scratched up like this, especially that soon!! He said there was nothing he could do and I could purchase new lenses. Clearly he had mistaken me for a fool!!! I in turn told him that I would be lodging a complaint and that they had lost a customer!! I really should have stuck with Eye Masters, ****** learned!!

  Business Response

  Date: 03/17/2023

  It is with great regret that we received Ms.******* ******** 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 contacted the patient and we let her know that the option is available. It was explained to her that she only had frame warranty for her glasses, and that the glasses are not scratch proof. To get the lenses replaced it would be a fee of 20%.

  Customer Answer

  Date: 03/22/2023

   
  Complaint: 19525483
  
  I am rejecting this response because:

  When I spoke with the agent that called me, she told me that if I had brought the glasses back within ************************************ and that just because it says the lenses are scratch resistant doesn't mean they can't be scratched if I dropped them on a hard surface. I assured her that that hadn't happened and told her that I have always gotten scratch resistant lenses on all of my glasses and had never have that happen where they have such a deep scratch like that. She then continued to tell me that some companies use better materials than others and she suggested that I start back going to the company I used in the past, which is Eye Masters.

  She told me the only thing they could do to help was to charge me $25 for the lens warranty and have me to pay an additional 20% for the lenses, which I rejected because I felt it was unfair. I feel that if they say the lenses are scratch resistant, then I should have gotten what I paid for, not some cheap material!!

  I shouldn't have to pay twice for what I should have received in the beginning. I feel that there was some false representation on their part.

   Sincerely,

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

• Initial Complaint

  Date:03/01/2023

  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.

  Got my eye exam here and I cant see right out of the prescription they gave me abd it says no refunds which is crazy because Im out ************************************************************************** be happy but its like my left eye is still blurry everything looks weird its probably not even good for my eyes

  Business Response

  Date: 03/02/2023

  We want to sincerelly apologize for this inconveninece with Ms. ******* The patient can go back to the store where the glasses were purchased. If they are unable to assist you, please make an appt for a troubleshoot/recheck with our location. We will verify the glasses are made properly. If they are, we will be happy to recheck your Rx with a new exam at no charge.