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

• 

  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:02/23/2023

  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.

  On 1-19-23 I went into Eyelab for their promotional buy one get one free + free eye exam. I received my exam and ordered contacts and 2 pairs of glasses. When I received my sample contacts (and a box of each prescription) one of the contacts was a ****. I tried them for a week, but they were not right. I had a contact lense from my prior prescription (****), so I tried that and it worked better than the ****, so I called Eyelab and they said they had to do a new exam. Did that and again they said it was ****. I again told them the **** was not correct, so they just changed it to ****. Then I went to pick up my 2 for 1 glasses and there was only 1 pair of glasses, even tho the General Manager, ************************* had originally told me there would be 2 pairs ( one for reading and one for far sighted). She told me I only ordered one pair. I took both boxes of contacts back and told them I just wanted a refund for 2 reasons.1) they couldnt get my prescription correct without me telling them what I needed and 2) they only had one pair of glasses. She told me she could refund all but the exam fee of $100. An exam that didnt give me the correct vision of lensesI believe they failed on both points. They didnt give me their 2 for 1 plus free exam nor did they give me an accurate lense.

  Business Response

  Date: 03/01/2023

  We sincerely apologize for the inconvenience this has caused Ms. ***** As a company, we strive for customer satisfaction. We retested the patient and she did get a new prescription and tried the contacts and said it was perfect with no problems. She wanted her glasses updated since it was a quarter change. Patient was told she was only receiving one pair since that's what she had paid for. We offered her multiple discounts down to a point 80% off. A refund of $127.50 was issued on 02/15.

  Customer Answer

  Date: 03/04/2023

   
  Complaint: 19412506
  
  I am rejecting this response because:  I did say the contacts were perfect after the examthey were not perfect and they made me take another exam, in which they said was the same strengthI told them that is what they gave me before and they werent right.I told them what my old prescription was, so they changed it (not instructed from the Dr. giving the exam), so I dont feel that I should be charged for an exam that was inaccurate, which is what the manager told me was what they were giving me, not to count the fact that I was told I was getting 2 pair of glasses, but was only receiving one. 
  

  Fact is:  the optometrist did not correctly give me the correct prescription in either exam.  I should not have to pay for it.
  

  Sincerely,

  
  *********

• Initial Complaint

  Date:02/23/2023

  Type:Customer Service 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 visit the eye lab on January **************************************************************** 7 to 10 business days, the order keep showing delays when call for information just keep telling me u have to way and you can no receive a refund. Place my feedback only and they text me back to resolve the matter place a complaint for refund, supposedly the will call me back in 24 to 48 hrs never call now my order was pushed back to 03/01/2023 one more week ************ is a joke

  Business Response

  Date: 03/01/2023

  We sincerely apologize for the inconvenience this has caused ******************. As a company, we strive for customer satisfaction. Patient came in on 02/27 and picked up her glasses.

• Initial Complaint

  Date:02/21/2023

  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.

  On Wednesday, December 21, 2022, I went to the My Eyelab location at ******************************************************************. There I received a contacts and eyeglass examination for $75 so I could obtain my new prescription. I was invited to purchase my contacts through My Eyelab, which I declined. Likewise, I was invited to pick out a new pair of frames for my new eyeglass prescription. After, looking over the frames I didnt find any that I liked so I declined to make a purchase but asked if they use my existing frames to update the lenses with the new prescription. I was told by the My Eyelab representative ******* that My Eyelab was able to do so but it would be shipped off site and would take **** business days. As a result, I informed the staff representative that I would come back the following week and bring my own pair of glasses, which I did so on December 28th. I started to call and inquire about the status of my glasses once we entered the **** days window. I was told my My Eyelab representative on January 11, 2023 that my glasses had in fact been broken. The representative asked me if I would allow them the opportunity to find the same frames on the market and replace the broken pair. In the interim they offered to order me a pair of temporary contacts. I agreed to both but asked that the contacts be mailed directly to me, which they werent. Unfortunately, My Eyelab was unable to locate the exact pair of frames. This prompted them to offer to have me pick out a pair of frames of my choosing, which I declined. As explained earlier, I didnt like their frame selections which is why I wanted to keep my own. *** remained consistent on my feelings about My Eyelabs frame selection.

  Business Response

  Date: 05/05/2023

  It is with great regret that we received this feedback, we take pride in our patient's satisfaction. We contacted the patient to confirm her information to process the refund, she mentioned a check worked better for her. This was issued for the full amount of the services and frames.

  Customer Answer

  Date: 05/09/2023

   
  Complaint: 19445730
  
  I am rejecting this response because: I havent received a refund nor have they offered to reimburse me for my frames.  However, they did call me twice offering to reimburse me for the lenses and the labor.  I rejected the offer for a refund because it didnt include reimbursement for my glasses that My Eyelab broke.  I mentioned this to them twice and they said they would get back to me but havent.  I want to be refunded $161.60 plus $338.40 for the value of my glasses. 
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 05/09/2023

  Since the ***************** a check as a refund method this will take longer and will arrive at the mailing address provided. We processed the refund for the total amount of $566.60, inlcuiding the services and the frames the patient brought.

  Customer Answer

  Date: 05/10/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***********************

  Customer Answer

  Date: 06/15/2023

  ***BBB Has Received Additional From Consumer***

   

  Im reaching out to you regarding my compliant against My Eyelab.  Last we communicated My Eyelab representative agreed they would pay me $566.60 on Tuesday, May 9, 2023 (see attachment).  I regret to inform you that well over a month has past and I havent received the promised check.  Once, again I tried to resolve this on my own by personally reaching out to My Eye Lab but they have failed to respond (see attachment).

  
  

  Therefore, Im reaching out to you in hopes that we can finally get this resolved

  
  

  
  

  Sincerely,

  
  

  Business Response

  Date: 06/20/2023

  Our apologies for the delay. We are actively monitoring this issue, and will get in touch with you. Thank you for your patience and understanding.

  Customer Answer

  Date: 06/21/2023

   
  Complaint: 19445730
  
  I am rejecting this response because it does not take three months to issue a check.  In total Ive gone 6 almost 7 months without this issue been resolved. Clearly, the commercials My Eyelab runs are false advertisement because they dont care about their customers.  Either they are incapable or unwilling to refund me my money and compensating me for my glasses they broke. 
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 07/14/2023

  We are working on this request to honor the full amount as requested by the customer. We will be in touch with the customer to keep her in the loop of the progress until it gets completed.

  Customer Answer

  Date: 07/14/2023

   
  Complaint: 19445730
  
  I am rejecting this response because:
  

  I need tangible action in the form of a check or money placed on my card.  Its been 7 months of none action.  Only the money that Im owed safely placed in my account will resolve this issue. 

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

  Business Response

  Date: 07/26/2023

  We are really sorry about the delay, we are working hard to get this resolved as soon as possible, since you requested to have this as a Corporate Check, it takes longer, the request was submitted. Please be mindful this is an extended time frame than a Credit Card refund. 

• Initial Complaint

  Date:02/21/2023

  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.

  Went here to purchase my contacts on 12/31. Received a text message and email that my order was ready on 1/04/2023. Went into the store and was told my order was not there. They provided a false promise of goods. I've been calling and trying to resolve to get a full refund of $493 for goods that were never received. The facility made an error, and they should own it. How is this on me the consumer to be out of $493 when they made a false promise of goods. ***** at the location has been unresponsive to multiple calls and request from store manager. I have been trying to resolve since January 4th.

  Business Response

  Date: 04/20/2023

  It is with great regret that we received this feedback, we take pride in our patient's satisfaction. We received a chargeback and the money was credited back to the patients card.

• Initial Complaint

  Date:02/20/2023

  Type:Delivery 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 visited the new office in *********, **, off *************** on January 14, 2023. I paid the amount of $115 for my prescription glasses and trusted that they will have my glasses ready like other offices would. My estimated ready date was 1/28/23 and as of today, 2/20/23, I have not yet got a text or call to pick up my glasses. I have been very patient calling and checking the status online for 4 WEEKS now and it just continue to give me a different date due to "shipping delay". There is no one I can reach to resolve this and I'm running out of patience due to my dmv appointment coming up. I trusted them with my money and service but now I'm stuck and have no where to go to seek for help. If only they can give me a full refund so i can take my business elsewhere that would be nice.

  Business Response

  Date: 03/10/2023

  We want to sincerely apologize for the experience, as a company, we strive for customer satisfaction. The patient was notified and a pair of glasses have come in for her.

  Customer Answer

  Date: 03/12/2023

   
  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:02/18/2023

  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.

  I worked in the optical field for 5yrs so fortunately I did not get too much of a run around although the associate kept insisting on what I needed. He was pretty friendly taking my money but when I went back two weeks later for ONE pair that was in on time that same associate acted like I was bothering him every time I asked him to adjust themhe was not the same friendly guy he was 2 weeks prior. All of that aside I knew something wasnt right with the pair that was ready which was the shadesbut I gave the shades a try since my script had changed some and it can take a day or two to adjust. But I couldnt wear them for the dayput the old pair back on and saw way better. I think the whole script and measurements are off! I tried twice to call customer service I got two different people who absolutely repeated the exact same sentences to me in my response to their exact same questions and after 6mins on hold I was disconnected! My request of the ONLY resolution for me was a full refund to which his reply was that I could not get a refund for the examthe exam was free in the included deal so how are you going to take money I never gave you? Thats straight theft! This is absolutely inexcusable and people NEED to know about the scam it is. As a person and an optician at heart I simply wouldnt be doing the right thing if I remained quiet about this scam of a place that takes advantage of people when this is their eyesight they are playing around withthat is professional misconduct. I would to see if I can ask the BBB or some entity to fully investigate this placethis can not be ignored! Im in ******* and my local news channel would love to know how this company is scamming folks at every location they have across the map! Eventually this mess needs to be exposedpeople need to know NOT to trust their eyesight to such careless and reckless people!!! The buck HAS to stop somewhere! *** Date of experience: January 20, 2023

  Business Response

  Date: 02/25/2023

  We want to sincerely apologize for the negative experience Ms. ****** had in our store. We strive for the perfection of our product and the satisfaction of our customers. That said, we understand there are opportunities for improvement with any business. The patient has been contacted and a full refund was issued on 02/22/2023, she was very satisfied with this.

  Customer Answer

  Date: 02/27/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I will concede to the resolution from them as I asked only for a full refund from them and they did oblige that. I however would like to add that I also requested that the BBB or some other entity give this company and real and honest and highly needed investigation. When you consider the fact that simple optical incompetence is playing a game with peoples eyes, their vision, how they see! This company does only care about salesthe quality of service to its customers is beyond further than lacking. I had been in optics and knew how to address this issue but for the most, who do not know optics, there should be a protective safety net in place for them. Its personally wrong and professionally wrongI firmly believe better ethics need to be enforced. 
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:02/17/2023

  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.

  Date of Transaction: 01/23/2023 POB: MyEyeLab I have to have new glasses due to my frames being completely broken. I w=own my own company and I can not even drive a car because I am near-sighted. Upon arriving to the store was treated very badly by the lady at the desk. No where on their website or did anyone tell me until after I paid that it was a video visit with a DR. ***** the eye exam the lady tried to tell me they didn't have the equipment to check my existing prescription, however when taken to the showroom I saw 2 of those pieces of equipment on the counter next to the register and took a photograph of the equipment. No one helped us explained anything at all. Finally after walking around for over 25 min a guy approached us after we had picked out frames. He didn't make sure anything fit my face or even centered my eyes into the lenses. He was not a trained professional. He told us that my glasses would take 7 to 10 days. ***** almost 2 full weeks go by I get told my glasses were ready for pick up when I arrived at the store only one pair was ready. The lady handed me my glasses and said here you go. I asked about my second pair and she decided to tell me that there will be a separate email and text for the second pair when they come in even though no one had told me that in the beginning. I went home and tried out the glasses. The frames fell off my face would not stay on and my vision was very blurry. I went to the store the next day with the sunglasses that I picked up the day before and decided to cancel my other pair and return this pair because they did not work for me at all. The guy said "Well we don't do returns because we are a franchise store." I showed him the Customer Return Policy on their website that says Lenses and Frames will be fully refunded for any reason within 30 Days. He refused to help me. I called their phone number to their corp. They keep simply giving me the run around claiming they are escalating my refund request. to no avail

  Business Response

  Date: 02/25/2023

  We want to sincerely apologize for the negative experience ****************** had in our store. We strive for the perfection of our product and the satisfaction of our customers. That said, we understand there are opportunities for improvement with any business. Patient picked up one pair of glasses on 2-8-2023. The second pair of glasses is ready and awaiting pick up as of ****-2023. Patient was informed on **** and was offered to have the glasses shipped to his home for free as a courtesy for the extended wait time for eyeglass completion. If the patient is unhappy with the Prescription provided by ************************** we will perform another exam and remake the glasses at no charge. We also have 4 other locations that serve the greater OKC area if the patient is unhappy with the level of service provided at the 62nd and May location. If the patient prefers, he is able to bring in an prescription from a different OD's office and we will remake the lenses for free and refund the $59 exam charge. 
  
  I apologize for the lack of customer service received at the 62nd and May location and will be following up internally. If you'd like to be seen/pick up glasses at a different location, please let me know which location, a date and time that work best, and we will make it happen. We are committed to getting you two pairs that you love and an experience that can't be beat. 

  Customer Answer

  Date: 02/27/2023

   
  Complaint: 19425330
  
  I am rejecting this response because: I was never offered to have the glasses shipped to my home. The store owner or manager had claimed that he spoke to me which he never did. I learned this through call center. I do not want my glasses remade and to wait yet more time for glasses. I need to be able to move on about my life. I can't drive. I can't work. I can barley walk through my own home. This is against your companys satisfaction garuntee which states you will refund my lenses and frames. I do not want to give a scam company my money. I want a refund period I will not settle for anything less. I can bring the glasses that I picked up back to the store for the second time. I am not going to wait another month for glasses that won't be fit to my face and lenses that do not work. I do not understand why this is so complicated. Is refunding me my money going to bankrupt your business? I want a refund I am not going to drive further away from my home to be treated no differently by this company. You lost my business accept it. Refund my money and let me go get my glasses at a place that doesn't lie to their customers in person and even contacting through the BBB. I am going to have my attourney file the paperwork today in court. I am going to sue ********************** for theft of my money, false advertisement and compensation for costing me over a months worth of work and the hardship I have had to endure. I will drop the glasses that I recieved off at the store on 63rd and may. After which I will no longer have any of your property in my possesion. I will not settle and i will not budge. I WANT MY MONEY BACK LIKE YOUR CUSTOMER SATISFACTION SAYS YOU WILL DO. This company gave me the run around for over a month to try and avoid their own return policy. You operate under several different business names. Your ****************** number can't even provide service. This is a cut and dry violation of every form of customer service and satisfaction. You can not and will not force me to be satisfied with your company. You lost the right to earn my business. I will be contacting the news groups in my area today and will be letting everyone in my area know exactly how your company does business. You're scammers that are trying to force people to take products they cant even use. If you messed up this bad with my first time ever trying to do business with your company why on earth would I go pay another Dr. to take my perscrption and come back to your store to wait another month when I can simply go to an actual Dr. **** I will get to see in person and glasses that will be made for me in less than a few hours.
  
  Sincerely,
  
  *********************************

  Business Response

  Date: 03/10/2023

  Once again, we want to express our sincerest apologies for all this issue. A full refund of $220.00 was issued on 2/20/2023.

  Customer Answer

  Date: 03/10/2023

   
  Complaint: 19425330
  
  I am rejecting this response because: That is a lie. Checked my bank as soon as I saw this message. There is no refund that hit my bank. This is a direct lie. A full refund would have been 420.00$ not 220.00$. If your company issued a refund then I want the transaction number sent to me through the BBB. Prove you sent out a refund. Cause you're lying. It is March 10th any refunds would already be in my account. I don't know why your company thinks It is okay to treat people like this and lie to them.
  
  Sincerely,
  
  *********************************

  Business Response

  Date: 03/29/2023

  We informed the patient that the glasses are ready to be picked up, as ordered. If the patient is not happy with the vision, a recheck/remake at no charge is available.

• Initial Complaint

  Date:02/15/2023

  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 two pairs of glasses from My Eyelab on November 25, 2022. I received a message saying that my glasses had come in just over two weeks later. I drove the 60-mile trip to pick them up and at that point was informed that only one pair were available because the other pair broke in transit. I went back at the end of December and picked up the second pair. I took the first pair to the store with me to have them adjusted along with the second pair. The second pair were reading glasses. This pair remained unused and in the case for 2 weeks, at which point I went to open the case and found them to have fallen apart. I called customer service and explained the situation and was informed that I could return both pairs for a full refund minus the cost of the exam. I called the store location and was told the same thing, I explained that due to my work schedule, it would be the weekend, which the employee said was fine. I went to the store and was told they could not do a refund because they no longer had a branch manager. I was told to bring them to another location the following week, which I did and was denied a refund because at this point 30 days had past. I would just like my money back so I may go to a more reputable company.

  Business Response

  Date: 02/18/2023

  We want to sincerely apologize for the negative experience ****************** had in our store. We strive for the perfection of our product and the satisfaction of our customers. We have contacted the pt but unfortunately we havent received any response. ***************** went to the store and met with branch manager whom not only repaired his glasses but also provided a refund for $282, which the the patient has accepted and was is happy with that solution.
  
  

• Initial Complaint

  Date:02/13/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am a new patient to eyelab as of 1/20/23. I went into Eyelab located at *********************************** ********* **. The appointment was for prescription contact lens and an annual eye exam. I was not told that I would not see a doctor, I walked into the exam room to be examed by a doctor on a screen, this was not explained before entering the exam room. After the exam, I rec'd an inaccurate prescription, totally changed. I referred to my original eye doctor who confirmed the correct prescription. Additionally, when I received the new contact lens prescription from eyelab which was inaccurate, the lens were labeled wrong on the boxes as I have different prescription for the right and left eye. So I have returned the lens as requested by manager ******. provided an updated prescription from my original eye doctor. To date I have not received my contact lens. The store employees tell me different stories everyday, such as they received the right eye only. Also, states thr reason for the order delay is because the lens have different prescription, they are placed as separate orders, which sounds ridiculous. I have received the incorrect lens in the same order which was returned. In over the years I have never experienced anything like this before. I am very disappointed in the service I have received from eyelab. They took payment for an inaccurate eye exam and lens that I have not received. I am requesting my contact lens ASAP. In addition a FULL refund for my eye exam because of the inaccurate eye exam and no explanation prior to the Remote eyelab doctor examination. This is a serious matter and I'm seeking an immediate solution as stated above. Lastly, I awaited a pho e call from Manager ******, no return call. I am out of money and no contact lens.

  Business Response

  Date: 03/28/2023

  It is with great regret that we receivedMs. Valeries feedback. We take pride in our patient's satisfaction and these incidents are not in line with our philosophy. The order was dispensed on 03/01.

• Initial Complaint

  Date:02/09/2023

  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 order contact lenses over a month ago (way over 21 business days Purchased In-Store - 1/19/2023) and still have not received my order.I asked for my refund since they have not been shipped for so long, but they only escalated the problem and not giving me refund. Also they told me they will get back to me within 48 hours, but that never happened either. I just want to get refund for my order. Every time I check my order status they just say it is processed but it is never processed.order # ******** Pickup Location My Eyelab - *********** (*****************)*********************************************************************************

  Business Response

  Date: 03/28/2023

  It is with great regret that we received this feedback. We take pride in our patient's satisfaction and these incidents are not in line with our philosophy. A refund of $191.70 was issued.