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

• 

  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: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 visited my eye lab January 3, 2023 and had an exam for contacts after the Assistant Manager would not replace a simple frame that had broken. He claimed I would have to pay at least half of cost of frames. He was not helpful, was rude and would not budge to help, he only made situation difficult. I paid for a contact lens exam and contacts that day and was told I would be given a sample pair and my others would arrive in couple days. My sample was not in stock, so I was told they would come with the regular contacts. My contacts arrived in 2 days and was given a text. I drove 45 min to location and when I arrived I was told the sample was on backorder, but here were my lenses only if I opened them I couldn't return them if they were wrong, I would have to wait for sample and it would be a few more days. We are now February 9 and my samples have STILL NOT ARRIVED and so a prescription of lenses sat here without my use because of back order issues. I was given a different sample, but told they were not my prescription but if they worked I could use my regular lenses. Well I have used them and they are ok but not perfect, so since the assistant manager told me if the sample worked I could use my regular ones, I opened them. My prescription sample has yet to arrive and the regular lenses do NOT work and I am told they will not take them back, will NOT refund me and will NOT refer me to upper management. I will call corporate, however, this is the reason I WILL NEVER USE THEM AGAIN and suggest to EVERYONE to stay away from them. I WANT A FULL REFUND of the ******

  Business Response

  Date: 02/25/2023

  We want to sincerely apologize for the negative experience **************** had. 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. We have contacted the patient via phone and email but unfortunately, we were not able to get a hold of this patient.

• Initial Complaint

  Date:02/08/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Jan 11, 2023 had an *** exam at Myeyelab.Prescription was wrong. Paid them two payments of $251 and $250 or $501. Today is Feb 8, 2023 and I still don't have anything.I filed a complaint with my **** of America and still have not been reimbursed.I do not have or want their glasses. I want my $501 back.

  Business Response

  Date: 03/28/2023

  It is with great regret that we received ****************** feedback. We take pride in our patient's satisfaction and these incidents are not in line with our philosophy. An ordered was placed for 2 pairs of glasses on 01/11/2023 and on the 1/23/2023 he came into the store pick up the glasses( Glasses came on time) when patient tried on the glasses he stated he does not see clear with them afterwards we followed the correct troubleshoot procedure which afterwards still was not satisfied we schedule him to see the in house doctor as soon on 02/01/2023. We remade the glasses with a new prescription. We called the patient, the order was dispensed on 02/22. 

• Initial Complaint

  Date:02/07/2023

  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.

  I bought two pairs of glasses late September 2022. One pair is fine, but the second pair is not. The frame broke and the ** coating is bubbling up, affecting my line of vision. Although I had purchased additional insurance, it did not cover the cost of replacing the glasses. I was offered the store's sample frame for a small price, but nothing could be done about the expensive progressive lenses. Since the glasses are only a few months old, I expected My Eyelab to stand behind their product. They did not! And so now I need to re-purchase glasses after only 4 months. I am on Social Security and this is a hardship for me. Customer service was absolutely zero and their integrity as a company is non-existent. The store manager, *****, was unsympathetic and unprofessional.

  Business Response

  Date: 02/09/2023

  It is with great regret that we received Ms. ***** feedback regarding her experience.. We take pride in our patient's satisfaction and these incidents are not in line with our philosophy. We talked to the patient and we will be calling her when we receive the new lenses.

• Initial Complaint

  Date:01/31/2023

  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 visited the ******************, ** location on 1/31/2023 for a contact lens exam. I was surprised to find out it was a virtual telemed appointment, but decided to proceed. Unfortunately, I had several questions about the prescription, and the virtual tech refused to answer anything. She said to ask the store employee. Of course the store employee is not qualified to answer questions about the prescription and refused to do do so. He took my money and sent me on my way. He said there is no way to ask any questions. Apparently there is nobody that is willing to answer any questions from patients. The prescription they gave me is much higher than my current prescription and the Dr. that signed it is nowhere to be found. He is not the person that did the virtual telemed appointment. Seems fraudulent/illegal. I am going to file a complaint with the state medical board . I would like a refund of my $99 so that I can go somewhere else with someone that will actually provide real vision care.

  Business Response

  Date: 03/25/2023

  It is with great regret that we received **************, as a company, we strive for customer satisfaction. A full refund of $99 was issued.

• Initial Complaint

  Date:01/27/2023

  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 to this store to get a new prescription for eyeglasses and buy a new pair of glasses. The store offers a deal of buying two pairs of eyeglasses for $ ***** and a free eye exam (with the condition that the customer buys the glasses). I did the eye exam with a doctor via virtual meeting. In the store, only an assistant is at the lab to assist the doctor who is online. After finishing my exam, the assistant (Virginia) asked me to wait in the lobby area while the doctor finished the prescription. After some time, I was called again to retake the exam with a different doctor; I did it, and then, after some time, I received my prescription and ordered two pairs of eyeglasses. I went home, and after some days, I was called to pick up one of my eyeglasses that were ready. I picked it up and started to use it, but the prescription was not good. I returned to the store and told them about the issues, and it was necessary to retake (the third time) all exams again, and I did. After waiting for the doctor to finish the prescription, I was asked to take the exam again (the fourth time), and I did. In all four times that I took the exam, when the doctor tried some possible final prescription options at the end of the exam, none were good. The third and fourth times I took the exam, I explained to the doctors what was happening. At the end of the day, I explained to the assistant (Virginia) that the doctors were not helping me find the correct prescription. The fourth doctor who assisted me said if the prescription were not good, I should say it to the assistant, and I did it. Then, ******** and I went to the lab one more time (the fifth time), and with her, we found a combination of lens that I found good (Although Virginia is an assistant, she could control the machine and change the lens too). She talked by a chat with the doctor and he approved the prescription Virginia and I found. The final prescription for eyeglasses was Sphere OD **** OS **** and Cylinder OD **** (axis 160) and OS **** (axis 020). Because I also wanted a contact lens prescription, I needed to wait for the doctor to write the prescription for contact lenses. ******** asked me to come back the following day to have the prescription. Today I went there and when I received my prescription, it was different from what I finally got with Virginia. The prescription I received is Sphere OD **** OS **** and Cylinder OD **** (axis 160) and OS **** (axis 020). I told the manager (*****) that the prescription was wrong and he told me the information was correct according to what was written in the chat Virginia had with the doctor. I explained to him that it was incorrect because I was pretty sure about the correct grades that Virginia and I got together. I can't know if she wrote it wrong in the chat, but I am just trusting what she said to me. Now I have a prescription different from what was good and the manager told me that he could not modify the doctor's prescription nor give my money back because the eye exam was taken. Ok, it was done, but they did not give me the correct prescription. Finally, he said he could not do anything because "time is money," and I left the store. He did not demonstrate a real interest in finding a solution for me.

  Business Response

  Date: 01/28/2023

  We want to sincerely apologize for the negative experience Mr. ***** had in our store. At ******* 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. We can do a remake from an outside source prescription since we could not get the best prescription for him.

  Customer Answer

  Date: 02/01/2023

   
  Complaint: 18941381
  
  I am rejecting this response because:

  I just want my money back, and thats it.
  Let me tell a parable. If you have a car in which the water pump cracks, you will take it to a mechanic to get it fixed. When you get your car back, you expect that your car is good and the mechanic did the right job. But then, you take your car back home and notice it is still leaking water from the water pump. Then you take your car back to the same mechanic and he works again in your car to fix it. You have your car back and go home and notice the same issue is still happening. Then you go back to the mechanic to complain he was not fixing the problem and he tells you that he did his job and it will be as it is, that there is nothing more he can do for you. So, the problem was not solved. Your car is still leaking. Then you want your money back because you paid him but did not receive the service that you paid for, and the mechanic says that he will not give back your money because he did the job (actually, he did a job, but not a good job and is because of this that you want your money back because you are still having the same issue with your car). Obviously, the mechanic is stealing you because he offers a service (repairing cars), does not do the job,and gets your money.
  If you understood the analogy I just wrote, you will understand my case. I went to this store because I needed a new prescription,they were not able to give it to me and they recognized their failure, but they do not want to give me back my money. Look at the end of the message they send:
  We can do a remake from an outside source prescription since we could not get the best prescription for him.
  It is written: SINCE WE COULD NOT GET THE BEST PRESCRIPTION FOR HIM.
  You need to understand that does not exist the best prescription.Only exists correct and incorrect prescriptions. I got the incorrect prescription.
  This store is not worried about customer satisfaction. The message I received back was only a polite and standardized way they probably say to everybody that had trouble with them. If they were really interested in customer satisfaction, first, they would try to find (honestly)the correct prescription (regardless of how many tests were needed to get it); second,if not able to do so, they would automatically recognize their failure or inability to offer me the service, and finally, they would give my money back.But do you know what I listened to from the manager? The job was done. We cannot give your money back. Time is money. But only their time is money,probably.
  As the mechanic parable, the doctor did his job, however, I still have the same issue.
  Unlike the mechanic parable (where the customer went back twice), I did 5 exams. Do you think this procedure is normal? So please, only give my money back. I do not have any glasses with me,and even if I had them, they would serve for nothing since they would have the wrong prescription.
  And then you offered to me that if I paid for another prescription (from a different store or doctor) and went back to the store, you would do the job which I paid you for? This is so absurd as it is the refusal to refund me.
  With the greatest goodwill, I tried to resolve this issue with the manager. But he arrogantly did not want to resolve this issue and said something to me that proved his complete lack of interest in helping me. I am still trying to resolve this issue the easy way,but if you do not give my money back, I will have to take this matter to court,and it will be much worse for you because you will spend much more money than the 95 dollars you owe me now.
  
  *********************

• Initial Complaint

  Date:01/24/2023

  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.

  Order Date: 01/06/2023 Order Number: ******** I purchased some reading glasses for $244.00. I was not satisfied with my purchase and attempted to return the product on 01/23/2023 for a Refund. I was quickly dismissed by the store Manager (*****) and told that a Refund could not & would not be processed? I was also told by this manager that the product I wanted a refund for was costing the store/company money. When I inquired why?; the response and reasoning seemed to be made up on the spot. Their refund policy states within 30 days of your purchase date you can either come in to get your glasses fixed or get a full refund for the glasses and lenses minus the eye exam fee. This obviously was not honored and again the store manager didn't seem to care or want to offer any sort of resolution to my issue. At this point I stepped outside & contacted customer service who in turn told me no one was picking up the phone at the store location, which I found strange with 3 employees in the store and not one customer inside the store. I've contacted customer service several times now and at this point I feel like customer service is giving me the run around and that My Eyelab has no issue with taking my/your money and adding other services (warranty) that I didn't even request, BUT has a huge issue with honoring their refund process. I wish I had done my research on this company as this seems to be an ongoing issue that many customers have encountered as it appears that the BAD experiences clearly outweigh the GOOD ones.I have a huge regret for giving this business my time, *************** It was truly an absurd and upsetting experience to say the least. I only ask that company to have some INTEGRITY, honor their refund policy and give me my refund for the product I paid for, that I'm not satisfied with in the amount of $244.00 Store Location:3401 **********. #*** Modesto, **. ***** Order Date: 01/06/2023 Refund Attempt Date: 01/23/2023 Order Number: ********

  Business Response

  Date: 01/28/2023

  It is with great regret that we received Mr. ******** feedback regarding his experience at our store. We take pride in our patient's satisfaction and these incidents are not in line with our philosophy. A refund of  $179.03 was issued on 01/26/2023. 

• Initial Complaint

  Date:01/23/2023

  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.

  This place *****. All the three employees seem incompetent and should not be working there. They tell you they are working on your order but they really are not. Ive been told 3 different things by all three staff members!!! Its been over a month and I STILL have not received contacts!!! And I have already paid!!!! I had to redo my eye exam because the guy helping me wanted to talk and make jokes more than do his job. I will never go back to this place and there will be a complaint to BBB. Run from this place!

  Business Response

  Date: 02/07/2023

  We want to sincerely apologize for the negative experience Ms. ********** had. 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. A partial refund of $173.00 was successfully completed on 12/17/2022. We apologize for the delay and truly appreciate her and her business as a repeat patient. The contacts will be available for pick up as soon as the store reopens from the inclement weather. You will receive a phone call verifying delivery and availability for pick up.
  
  
  
  

  Customer Answer

  Date: 02/07/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********.
  

  I was unaware of the ****** refundI would like to know exactly where/account this money was refunded to.

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

• Initial Complaint

  Date:01/17/2023

  Type:Sales and Advertising 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.

  Eyelab have a promotion of : " BUY 1 GET 1 FREE Plus FREE EYE EXAM" > I stop by at the store, on first they told me it was falsa the promotion then they don't even do eye exam to me, they send me to ******* to get my Eyes exam there and bring the prescription back. I do that and then stop by again, ask again for the promotion and get the ame answers. But they have the promotion on the day I was there plus they still have the promotions.I have to Finance my Lens thru American Family and total was around $ ****** with I have to pay because they are already calling me for that.I very mad with Eyelab people because was my first time as new customer and this is the gift that I get there.

  Business Response

  Date: 01/26/2023

  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.We contacted our patient to resolve the issue, he was thrilled with the resolution.

  Customer Answer

  Date: 01/28/2023

   
  Better Business Bureau:
  
  

  I have a situation last December 2022 at the store with an Associate. Besides of the good product that I received, I need to share my inconvenience.
  I file a claim on BBB and in less than 48 hours, Eyelab District Manager contact me, a very educated and very comprehensive person hear my problem and right away give me a solution that leave me speechless !. 
  I really fell honored and grateful for the way this Manager handle my case, now I'm the one who feel bad for my complain because the way he treat me and handle my situation was beyond my expectations.
  A+ and High 5 to Eyelab Manager who contact me and for all the people who work with him, You guys are the best and have a new customer for a long time.
  
  ***************************
  **********, **.

• Initial Complaint

  Date:01/13/2023

  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.

  Hi went to location for an eye exam went through all the necessary steps for about an hour and 45 mins almost 2 hours and was told that I would be contacted in 24 to 48 hours from an referral. That I will still have to pay for the eye exam and but they couldn't help me with anything else until I received a call. I paid for the exam and have not heard from anyone in the office or from the company it's been about 3 weeks now and I'm still left without glasses or an appointment for an referral.

  Business Response

  Date: 01/26/2023

  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.We reascheduled and appointment for a prescription troubleshoot with the licensed optician but the patient did not show up. We called to offer a reschedule but no answer nor has the patient returned the calls.

  Customer Answer

  Date: 01/27/2023

   
  Complaint: 18806101
  
  I am rejecting this response because: 

  I have not received any calls from their office or any other office and I have email and voice mail on phone if no answer. I have no voice mail from the business or missed call. I've been waiting to hear back from my eyelab. If possible they can refund me back my visit fee that was paid and I can go to another eye doctor. They could not help me after 2 hours and I'm still without my glasses or any referral.
  
  Sincerely,
  
  *************************

  Business Response

  Date: 02/03/2023

  Once again we would like to extend our most sincere apologies. We will make sure this matter is resolved as soon as possible, we are really sorry for the inconvenience. We contacted the patient and left a message on 01/23/2023, the order was ready for pick up on 01/24/2023. 

• Initial Complaint

  Date:01/07/2023

  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.

  Greetings, I purchased an order of contact lenses, in store on 11/28/22. The associate assisting me informed me that I would receive my Contact Lenses Fitting (Exam order# ********) within 5-7 business days. She printed out my order receipt, which includes the order number for fitting lenses and my contact lens boxes (Exam order# ********). I paid a total of $93.00, after my ****************** My order was originally scheduled to be delivered on 12/5/22. I check on my order status online and it indicates my order was delayed until 12/12/22. Fast forward to 1/7/22, my order is still not received. I have made multiple calls to customer service for the status and I have received the same response, " Your order is delayed. You'll receive a text message once it is ready for pick up." In one occasion, I was informed that the box for my right eye prescription was received, but they are just waiting for my left eye prescription box. I have been waiting over 40 days, to receive my contact lenses. For a company with a mission statement of, "Making eye care easy." and the value of seeing "...integrity as building a foundation of trust with our customers...by communicating honestly, ensuring consistency, and delivering on our commitments." I have not been serviced with such integrity. Thank you.

  Business Response

  Date: 01/20/2023

  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. A partial refund of $93.00 was issued on 01/13 and also we submited the request to have the insurance reverse, the insurance reinstatement take up to two weeks to process.