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:01/03/2023

  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 purchased two pairs of glasses for MyEyeLab in ******, ** in July of 2022. After purchasing the glasses which totaled $723.00, they put the wrong prescriptions in my frames on two different occasions, causing me to return to the store and leaving without my glasses. I finally got the right prescription in about a month later. In December, 2022 I noticed my glasses were seeming dirty and couldn't be cleaned. I took them back to the store where I purchased them and was told the anti-glare was fading on them and needed to be removed. They charged me an additional $81 for their blunder. I was told that they would replace the lens and it would take about 14 days. I asked if that $81 charge could be waivered and was told no. My daughter called and talked to a employee named ****** about waiving the fee, since I had insurance, and was put on hold and ****** never returned to the phone. Later, when I checked my bank account I noticed that the $81 was back in my account. I checked the status of my glasses and the order to repair them had been cancelled. I am 73 years old, living on a very tight income, and I feel as if I have totally been taken advantage of by a large corporation.

  Business Response

  Date: 01/11/2023

  We want to sincerely apologize for the negative experience Mrs. ********* had in our store. At ******* Optical, 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.Her glasses were remade, she was very satisfied with the outcome.

  Customer Answer

  Date: 01/12/2023

   
  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. And I definitely mean just that...satisfactory! I have made numerous trips back and forward to this company trying to resolve this matter. I will not order any glasses from this company again nor will I ever give them a good customer service rating.
  
  Sincerely,
  
  ***********************************

• Initial Complaint

  Date:12/29/2022

  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.

  10/31/2022 my contacts were supposedly re-ordered, from the farce of the first order, however, I have yet to receive them and I keep getting the run around from an outsourced customer service rep.

  Customer Answer

  Date: 12/29/2022

  ***Additional Information From Consumer***

   

  On October 29, 2022, I received a text that my contacts were ready to be picked up, I went to the store on the 29th to retrieve my contacts and advised them that the contacts were not correct because I have special lenses and they would not have come back in 5 days, however, I was advised to take the trial pair home with the other lenses and if they were not correct, do not open the other lenses just bring them back and they will order the correct lenses.

   

  I tried the trial pair and as I stated they were not the correct lenses. I physically went back to the store on the 31^st and made them aware of the error. The optometrist did another eye exam that day and advised that I needed a special Toric/Multifocal lens, or I could keep my current contacts and wear reading glasses on top. I stated that would defeat the purpose of contacts and that I should have just purchased glasses. He stated that the contacts could take up to a month to receive, I advised him that's why I came in early so that I would have them by the time I ran out of the others. 

   

  I allowed the whole month of November and 2 weeks into December before I looked online to check the status of my order. It showed I picked up my contacts on the 29^th of October, but it never showed the order of the new ones, so I called and inquired as to why. I was outsourced (through the language barrier) and told that I never did a re-exam, I asked him to be connected to the store because I did do another exam and was told differently. He tried to connect to the store, however, he stated he did not get an answer and gave me the direct number to the store. I reached out to the store directly and reiterated the same thing I told the **** and the young lady that answered the call stated as well that they didn't show a re-exam.

   

  I informed her that I have the prescription from the re-exam date, and she asked me to email her the *** I emailed it to her and called the store directly again. The young lady advised that she received the information and that she would check into it and call me back. I did not receive a callback. I received an email 2 days later from *** stating that they reordered the contacts on 12/23/2022, to which I replied to the email with How can you reorder something you never ordered? I have not received a response.

  
  

  I tried them again after having the same delay issue before thinking they have learned from their previous mistakes to no avail.

  
  

  Thank You for your time

  Business Response

  Date: 01/12/2023

  
  We want to sincerely apologize for the negative experience Ms. ******* had.We strive for the satisfaction of our customers. That said, we understand there are opportunities for improvement with any business. The contact lenses are ordered and we will reach out the patien to follow up and let her know when they come in. 
  
  

  Customer Answer

  Date: 01/15/2023

   
  Complaint: 18654596
  
  I am rejecting this response because: that is a bunch of scripted, misspelled, inaccurate (copied) sentence structure. Had this been the first time this has happened, perhaps that pitiful apology would suffice, however, the EXACT same thing happened last year. Now I am on my last pair of contacts without a resolve. The customer service arrogances I have received needs to be reviewed as well.
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 01/19/2023

  We are truly sorry for the situation that Miss ******** has gone through. Contact lenses will arrive on 01/25, she will be contacted from the store to let her know once they have them.

  Customer Answer

  Date: 01/22/2023

   
  Complaint: 18654596
  
  I am rejecting this response because: I keep getting different dates, at first it was the 13th, then the 19th, now the 25th, I wanted to get my eyeglasses updated, however, since there are all these setbacks I cannot bring them in. I hope they ordered a years supply.
  
  Sincerely,
  
  *****************************

  Customer Answer

  Date: 01/31/2023

  ***Received Additional Information From Consumer***

   

  Good Afternoon 

   

  Just an FYI I still dont have my contacts!

• Initial Complaint

  Date:12/24/2022

  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.

  On 12/22/2022 I called my Eyelab to discuss eye exam was told by customer service representative that exam would be 59 also explained I had my own glasses we set appointment for 12/23 at ************************************************************ exam room it turned into a virtual exam with no prior knowledge exam didnt seem conventional and I was assured this type of exam was ok after going through exam associate wasnt well informed about questions I had asked told me that this exam would be 95 and she could not honor the 59 exam as was told by customer service I then asked if she could call someone to honor quoted price she had me try on some type of glasses with said prescription it didnt seem to be very clear as it should have been then I asked associate are you sure prescription is correct because I didnt want to send the said prescription off if it may have been wrong she said it was right and then automatically reduced exam from 95 to 59 I did pay for service reluctantly and told her I would contact customer service after careful consideration I want a full refund or a in person exam to make sure Im not wasting money on a prescription that is not correct I dont have extra money just to find out prescription is wrong my glasses are a great expense and I dont have time to invest nor money just to find out someone made a mistake due to rush in judgment that this is right prescription please help me to resolve this issue I really feel taken advantage of when I honestly thought my Eyelab was in the business of helping customers

  Business Response

  Date: 01/27/2023

  It is with great regret that we received ****************** 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 full refund of $59.0 was issued on 01/09/2023 as requested. 

  Customer Answer

  Date: 01/28/2023

   
  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: 04/04/2023

  ***BBB Has Received Additional Information***

   

  Sent from my iPhone  I have yet received the refund I agreed to in January I appreciate your prompt response

  
  

  Business Response

  Date: 04/19/2023

  We apologize for this inconvenience, we will be issuing a new check and the estimated time of arrival is 30 business days.

  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:12/24/2022

  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 or around November 28th 2022, at 430pm, I had an appointment with My Eyelab at **************************************************. I had my exam and placed my order for my new contacts. I was given a trial pair of contacts to try to make sure they would work for me, theses trial contacts are to be ONLY worn for 1 week, then disposed of. The contacts I ordered are daily ware, and dispose of after each day used. December 23, 2022 I contacted My EyeLab, and asked about my contacts and where they were, I was only informed that there was a delay, and that is all the lady could tell me. I told her about having only this one trial pair that was suppose to be ONLY worn for 1 week and disposed of, and it has now been 3 weeks and I am still wearing them, I asked to come by there office and get another FREE trial pair of contacts till mine came in, and I was informed that I would have to pay for another pair. That would be a negative. I am not paying for a FREE trial pair of contacts, because of the business mess up or whatever the holdup is for my contacts. By wearing these contacts longer than recommended could cause harm to the eye which that would not be a good thing for My Eye lab to happen to a customer who is still in their trial pair but they are unable to provide the prescribed lenses in a timely manner, which mind you have already been paid for, which was $1800 bucks.

  Business Response

  Date: 12/29/2022

  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 the contact lenses on 12/28/2022.

• Initial Complaint

  Date:12/15/2022

  Type:Billing 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 June 10, 2022 I ordered a pair of lenses from this store. When received, I could not see out of both lenses at the same time because the prescription was not made close enough to the center. The lenses were remade 3 times and each time the prescription did not reach far enough to be able to see out of both eyes. The end of August I asked for a refund. ***, the owner refused to take the glasses but said he was submitting the refund request and it would be mailed. We have a tried three times now to give him these classes. The last time we thought he took them, However after getting home we found What we thought was an empty glass case that was handed back actually had the glasses in them again. He has emailed me a refund receipt and a picture of the check but nothing has come in the mail. I checked with the company and theres never even been a refund submitted. My first encounter with this store was June 10, it is now December 15. He refuses to hand us a check and keep the glasses. I will upload a picture of his email showing the refund and check he was to mail to me three weeks ago. They were to send me a tracking number, however they now say it was sent regular mail with no tracking. I just dont understand why I should pay for lenses that were to be premium but are evidently not. I believe this store sold me a less expensive lens for the price of a more expensive lens. I can only see through the prescription out of one eye at a time because it is not wide enough.

  Business Response

  Date: 12/28/2022

  We apologize for any inconvenience caused to **************. At My Eyelab we strive for 100% customer satisfaction and feel disappointed we failed on this with our patient. Since her payment method was cash, the refund will be issued by check and this can take 30 business days. We have been informed that this was mailed 2 weeks ago.

  Customer Answer

  Date: 12/30/2022

   
  Complaint: 18579531
  
  I am rejecting this response because: this is the same message provided to me since Aug 26, 2022. Upon calling customer care this morning, Dec. 29th. I was informed a corporate check was issued yesterday, Dec. 28th. No action has been taken by the owner from Aug 26 thru Dec 28th? Therefore what assurance do I have that the check is in the mail now and will take 30 business days? I believe at least a tracking number can be provided. Thank you
  
  Sincerely,
  
  *********************

  Customer Answer

  Date: 01/13/2023

  ***Consumer Response***

  I have not received any refund or correspondence from my eye lab as of today, January 13, 2023. 

  I have been told the check is in the mail since August 28, 2022 

  While speaking with the owner on Nov 30, 2022 he sent me a screenshot of the refund and check and was told they would email me the tracking number. After 2 weeks I called and asked for the tracking number and was told they didnt mail it with tracking. 
  

  Thank you

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

  Business Response

  Date: 01/26/2023

  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. The patient will be contacted once it is completed. 

  Customer Answer

  Date: 02/02/2023

   
  Complaint: 18579531
  
  I am rejecting this response because:
  I have not received any type of refund or mail correspondence of any kind from this business and it has been well over the ***************** previous monitored correspondence th ru the BBB. According to the business owner, ***, the check has been in the mail since the end of August, 2022.
  Sincerely,
  
  *********************

• Initial Complaint

  Date:12/14/2022

  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 to this business on 11/11/2022 to get an eye exam and contact lenses using my vision insurance. To my surprise, the eye exam was virtual meaning the eye doctor was on a computer screen controlling the vision tester machine remotely. I ended up getting a new vision prescription and a sample of the new prescription contact lenses as they had them in stock. Right off the bat after putting on the contacts, I couldn't see past 8 feet and I told the assistants. They told me I needed to get used to them. I went home and continued using the contacts for over a week to no avail. I called them after a week and they scheduled a new eye exam for 11/21/2022 in which I went in and the prescription changed again and I got a new pair of sample contact lenses as they had it in stock. I saw a little better with these contacts but still my vision was blurry as I couldn't see clearly past 50 ft which I let them know. They told me it's the correct prescription so I decided to go home and try them out. After several days, I still couldn't see clearly past 50 ft so instead of going again for a third eye exam and possibly waste more of my time again, I decided to call for a refund as I wasn't happy with their service. I called for a refund on 11/25/2022 and spoke with the store's general manager in which she told me she couldn't give me a full refund as I had to pay out of pocket for my eye exam. I was refunded $180 out of a total of $331.20 I had paid for contacts/eye lenses/exam. I want the rest of my money back which is $151.20.Another odd thing I just noticed is that the signatures of the doctors on my prescriptions are not the doctors that did my tests. And another odd thing is that I just spoke to my insurance on 12/14/2022 and my insurance paid them a total of $142.04 in which MyEyelab never called my insurance back to refund their money for this cancelled service.

  Business Response

  Date: 12/28/2022

  Hello **********************,

  Thanks for reaching out. We apologize for the inconvenience you have gone through. We always aim to deliver nothing but outstanding quality and service to all of out patients.  At the moment, we are reviewing your case and will be getting in touch with you to gather more details as these may be needed. Thanks for your patient as we work this through. 

• Initial Complaint

  Date:12/11/2022

  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.

  Ordered replacement glasses on 11/19/2022 at the store on ************** in ************ ** under the warranty and paid just a little under $90 even though my insurance company said it was only gonna be $60 something. Yes, it was my fault the glasses needed to be replaced. I admit that. However, I was told they'd be delivered to my house on 12/3, but they never were, I followed up that Monday or tried to but couldn't get hold of anyone until around like that Tuesday or Wednesday. I was told it was **** issue. First lie. There was no issue. I followed back up with the Myeyelab requested a sup, who promised to follow up within 24 to 48hrs and rich from the store said he would follow up with me that same day. Neither do so. I called back a couple days later requesting another sup who told me they'd follow back with me in a hour. Never heard back. Here we are on the 10th, still no glasses no resolution, no callbacks from sups or rich from the store. So I callback a few hours later to find out why no one followed up, speak to another sup explain again there are no delays with **** per ******* with **** and that sup tells me that whoever told me that lied which means rich lied from the store as well as that the sup told me my order hasn't even been shipped from your lab/processing center.....now today on the 11th your order status again says delayed eta is on 12/17. This is now going on almost a month and I have no glasses yet??? I'm suffering migraines and can't see good even thou i paid out for my replacement glasses, been lied to by rich & everyone at your contact center!!!!!!!!!! Where are my glasses?!

  Business Response

  Date: 12/13/2022

  We have reached out to the patient and spoke to her directly. I have a tracking number for this order, Order just shipped today. I advised the patient I will be following up with the order until it gets delivered.  She was fine with that solution and thankful of my call. 

• Initial Complaint

  Date:12/08/2022

  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 Myeye Lab in June 2022. **************** was good. I had to go 3 times and had 2 eye exams and was unable to see out of the glasses that I purchased. I asked for a refund for my out of pocket....which I received. My insurance company has requested a refund on what they paid. VSP was told that a refund would be issued with 24 to 48 hours. VSP has yet to receive that refund. I have tried to on numerous occasions to get a number to the billing office and was told that I couldn't have that number. VSP called a number that you schedule appointments and asked for the corporate office number and was given the number to the actually store location in **********, ** where I visited.

  Business Response

  Date: 12/27/2022

  Hello

   

  We contacted the patient and let her know that we have not  billed  for her benefits with VSP. She is understanding and aware of everything

• Initial Complaint

  Date:12/08/2022

  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.

  Date of transaction: 09/16/22 $189.50 (first half of my payment)11/28/22 $189.50 (second half of my payment when I finally picked up my glasses)Amount total: $379 Their refund policy states within 30 days of your purchase date you can either come in to get your glasses fixed or get your full refund for the glasses and lenses (minus their eye exam fee) I came back the next day Tuesday 11/29/22 & again Friday 12/1/22 when the manager was actually at the store & still refused to give me a refund or help at all!

  Business Response

  Date: 12/28/2022

  It is with great regret that we received ***************** feedback regarding her experience at our store. We take pride in our patient's satisfaction and these incidents are not in line with our philosophy. The patient has been contacted and a partial refund of $320.00 has been processed on 12/07/2022. 

• Initial Complaint

  Date:12/04/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been overcharged for things I was not aware of. I received charges of 49 and 20 to clubs I did not want to join. i got charged 25 for a lens warranty. I have only had the glasses 3 days and they broke. Right now they are getting me a new frame . This all started on November 2. I was charged 663 for my glasses and I was not asked if I wanted to pay 75 for extra antiglare and 55 for trueblue clr, which I am guessing is for blue of computer screen. When I got the glasses I can not even read small print and that was the main reason why I was getting glasses in the first place. I can see better out of magnifiers from dollar tree. They did give me a second exam to correct the situation but now she is telling me that it was pretty close to the first eye exam and I probably will not see much better on the new ones. They are taking money out of my account monthly and have taken 170 so far. I want them to stop taking money from my account until all of this is settled. the next scheduled payment is due January 2 for ******. The new glasses will only be single vision and not trifocals so the price should go down but she has not made any indication of a reduction in bill. I was also charged 50 for a contact lens fitting and I still can not get the contacts into my eyes. So how can you charge me for that if I can not put them on. I asked her if she could help me put them on the first time at least so I can at least know what they are like but she said it is the law that they can not put them on for me. I am still waiting for the new pair of glasses to come in. Since I can not put the contacts on I do not want to be charged for that either. Total of bill that I owe after insurance reductions right now is $651 and I have paid 170. The charges I want them to remove are for all of the above mentioned. All of the numbers mentioned above I want removed from my bill which are the clubs 69 total, warranties 25, contact lens fitting 50, and 130 for lens i will not have anymore

  Business Response

  Date: 12/12/2022

  Hello,

  We have addressed the situation , We have agrred on refunding the ********** and lens club, we explained the benefits of these charges and he just didn't feel he needed them, we went ahead and deducted the cost from his balance effected immediately. pt is satisfied and just waiting on his glasses to come in.