Business Profile

Optical Goods

Stanton Optical

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Important information

Customer Complaint:
This Review only reflects complaint activity for Stanton Optical locations that are corporate owned.

Complaints

This profile includes complaints for Stanton Optical's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

370 total complaints in the last 3 years.
143 complaints closed in the last 12 months.

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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:08/28/2025
Type:Order 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 am filing this complaint regarding Stanton Optical.On , 8/18/2025 I scheduled what I was told would be a same-day eye exam and new glasses appointment. At no point was I informed that the exam would be conducted virtually with a technician instead of an in-person doctor. This critical detail was never disclosed to me when I scheduled the appointment.During my visit, I was placed in a room for a virtual exam. Following this, I was sold two pairs of glasses under their advertised 2 for 1 promotion. I paid over $800 for these glasses.When I received them, the prescription was completely incorrect. I cannot see text clearly on a computer or read properly, despite having worn prescription glasses for many years. I immediately contacted the business to explain the problem, but there was no doctor available to address my concerns. Instead, a sales representative attempted to provide a medical explanation, which was inappropriate and unhelpful.Because Stanton Optical failed to provide a proper exam or working prescription, I now have to pay out-of-pocket for an appointment with my regular optometrist and purchase another set of glasses.I believe this was a misleading business practice, and I did not receive the service I paid for. I am requesting a full refund of $800.
Business Response
Date: 09/06/2025
We truly apologize for the inconvenience youve experienced with your new glasses. We understand how important it is for you to have clear vision, especially for computer use.
We wanted to reassure you that we are committed to resolving this for you. Our Sales Manager already explained that you are welcome to return for a recheck of your prescription, either virtually or with the doctor. If you prefer to have your own doctor perform the exam, you may simply bring us the updated prescription or email it to us and we will gladly remake your glasses at no additional cost.
Customer Answer
Date: 09/08/2025

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:08/19/2025
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 Stanton optical on 3/14/25 for a scheduled appointment for a contact lens exam and fitting. After 2+ hours of waiting and watching others be examined by optometrist my exam was done by someone else. I was given a RX that did not include my stigmatism which was surprising to say the least. Foolishly still ordered and purchased lenses. On 3/17 went to ER for extreme headache was told issue could possibly be linked to my new prescription. Confirmed wrong RX from optometrist 2 days later. Was informed I would receive my refund when their supplier could confirm the return of the contacts that I had not even received yet and am still waiting
Business Response
Date: 08/21/2025
Ms. ********,
We are sorry to hear about your experience. All our prescriptions are reviewed and issued licensed specialists; we would have loved the opportunity to revise your prescription. In response to your request, we have issued a full refund for $149. We have sent to your email a copy of the receipt showing the refund, please allow 3-5 business days for it to reflect on your bank statement.
Thank you for your feedback.
Initial Complaint
Date:08/14/2025
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 was charged 80 dollars for a prescription I never received on 08/14/2025. I wish to be refund by the company immediately.
Business Response
Date: 08/15/2025
Were sorry to hear about your experience. We have reviewed your concern and will be reaching out to you directly to confirm the details and ensure we resolve this promptly
Business Response
Date: 08/16/2025
Were sorry to hear about your experience. We have reviewed your concern and will be reaching out to you directly to confirm the details and ensure we resolve this promptly.
Initial Complaint
Date:08/11/2025
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 took a pair of ************* frames to Stanton optical to have the lenses changed. I paid for the lenses in advance. This paymentoccurred at the end of June 2025. My frames have been lost and I am owed a refund for the lenses and the price of the frames. Every time I call the company they send me to a different department or tell me that I will receive a call back, but I do. The glasses were for my daughters 30th birthday, which is today. I need someone to contact me and process a refund.
Business Response
Date: 08/12/2025
We sincerely apologize for the inconvenience and frustration this situation has caused, especially given the sentimental importance of the glasses for your daughters milestone birthday.
We have escalated your case to our Regional Manager to investigate the status of the frames and the payment. This includes confirming the order history, locating the frames, and determining the appropriate refund request for both the lenses and the frames if they cannot be located.
A member of our leadership team will contact you directly as soon as the review is complete to provide an update and discuss next steps. We appreciate your patience while we work to resolve this matter promptly.
Customer Answer
Date: 08/13/2025

Complaint: 23730440

I am rejecting this response because: Stanton optical has had since the end of June to find my frames. They have been unable to find them and unwilling to reimburse me. I dont feel I should have to wait any longer for Stanton optical to do the right thing and reimburse me.

Sincerely,

******** ******
Business Response
Date: 08/21/2025
Ms. ******
Our store leadership team has reached out to you, and we have resolved with a refund of $ ******. We apologize for the inconvenience, and we thank you for your feedback.
Customer Answer
Date: 08/21/2025

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:08/11/2025
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.
Original date 06/16/2025inused my own frames, which was242.46 They came back so thick would not fit in frames.Did return they asked for more money to thin them out. Got them back same way again. He did a return and ordered different standard of glasses and another frame ****** they came back thicker when they were supposed to be polycarbonate, but we're not. Then they asked for another charge of *****. when I received the glasses I couldn't see out of them I took them to another office within the company and they confirmed they were made wrong.nut couldn't take them back to start over and I did. Paid for a whole nother pair so I am out of ******
Business Response
Date: 08/12/2025
We appreciate you bringing this matter to our attention and regret to hear about the difficulties you have experienced. We understand your concerns regarding the thickness of the lenses, the additional charges, and the challenges with the prescription accuracy.
At this time, we have escalated your case to our Regional Manager for review to ensure we fully understand the service history and identify an appropriate resolution. We want to make sure we are addressing both the quality and cost concerns you have raised.
Once the Regional Manager has completed the review, a member of our team will reach out to you directly to discuss next steps and work toward a fair resolution.
Business Response
Date: 08/15/2025
Hello there, were glad we were able to get to a resolution, we are refunding you $245.45. if you need additional information, please let us know.
Business Response
Date: 08/16/2025
Here you will find a copy of your receipt showing the refund, please allow from 3 to 5 business days (depending on your financial institution) for the refund to be visible on your account.
Customer Answer
Date: 08/19/2025

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:08/03/2025
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 7/31/25 i went in for a eye exam for contacts+glasses i saw a back to school bundle online day of it quoted 139$ contacts and two pairs for 70 i took the exam and it came out to around 370$ i was told my glasses would be ready tomorrow( 9-1) i came in today (9- 2) and I tried on my glasses ,I seen colors It was blurry I communicate with the employee *** and so another employee is now on the phone with I guess a doctor and she comes over explaining everything and then says I wont get used to the polycarbonate that I will need plastic and so I ask was i being charged for that he said no and come to find out I was charged $50 for both but he told me otherwise if I didnt overlook my receipt, I wouldnt have known so now that Im looking over my receipt I see that I was charged 292 for my eye contacts although the advertisement was 136 I understand that medication affects price but $300 thats reaching so basically I get on the phone with them and I talking to *** again and I asked for him to break down my price because I wanted the back-to-school bundle I seen in the prices are very different and so hes explaining to me thats because of my medication and my prescription and so I vocalize my medication wasnt good on my eye exam so it might be different if you retest me I might not have as bad because when I put on the glasses was exaggerated, and so Im communicating to him about my eye exam being wrong and so Im going through everything Im explaining to him how he lied and said I was in charge for the polycarbonate, I just see dishonesty so I rather money back and some vocalizing with them I just want a full refund. I do not want my glasses remade. I dont want to take another exam hetells me we can do that but you will have to pay $80 for the eye exam. You already took he wasnt offering a free retake on eye exam because it was wrong i needed to pay anyways
Business Response
Date: 08/13/2025
Were truly sorry for the experience you had and understand how frustrating this must have been, especially with the confusion around pricing and the lens materials. Thats not the kind of clarity and service we want to provide.
While our Back-to-School bundle is available, the final cost can change based on prescription needs, contact lens type, and lens materials. It sounds like there was a breakdown in explaining how those factors affected your total, and we also understand there was a misunderstanding about the charges for polycarbonate lenses. We take that very seriously and will review it with the store team to make sure all charges are clearly explained moving forward. One of our representatives will get in touch with you soon.
Initial Complaint
Date:08/01/2025
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.
1. May 19, 2025-Eye exam and ordered 2 pair of glasses. Paid $589.00 2. June 4, 2025 went to pick up glasses and they were not correct. I could not see out of them. I agreed to let them try to correct the problem.3. July ****** I had not received a call so I went to the store to pick them up but they did not have my glasses remake or the order because they fired the previous manager and employees. At that point i just wanted a refund. They refused to give me a refund and when i asked to speak to the district manager they said I could not speak to her but she would call me. As of today, 8/1/25 i have not received. A call. I have gone to the store and/or called customer service on 7/2, 7/17, 7/25, 7/28, 8/1. I just wanted a refund so I can get glasses that I need.
Business Response
Date: 08/13/2025
We apologize for the inconvenience youve experienced. Your concerns have been forwarded to the appropriate team, and one of our team members will reach out soon for a resolution.
Business Response
Date: 08/13/2025
We have contacted you and found a resolution. You will be bringing in an outside prescription, and we will remake your glasses using that prescription. You agreed to proceed without a refund as long as the remake is completed with the outside prescription. If more information is needed, please feel free to reach out.
Customer Answer
Date: 08/20/2025

Complaint: 23688639

I am rejecting this response because:
When I received the call, I did not know they were responding because of my complaint. I have been asking for a refund which is what I want. She said she was following up on my upcoming appointment which I made because I lost hope of getting a refund so I was just going to get some glasses that I probably will never wear and I dont foresee ever going back there if I ever have issues with my glasses if I were to get a pair. My only solution is to get a refund.
Sincerely,

****** *****
Business Response
Date: 08/24/2025
Hello Mrs. ****** we apologize for the confusion, we understand that a refund was a suitable solution for this, we really hope we can do business with you again, in the mid time, we have processed a refund for $548.77, to your credit card, this was made on August 21st, please allow 3 to 5 business days to have it reflected on your bank account, if more information is needed, please feel free to reach out. Attached a copy of your receipt.
Customer Answer
Date: 08/27/2025

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:07/24/2025
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 prescription eyeglasses from Stanton on 5/15/25 for $572.34 for 2 pairs including transitional, bifocal, anti glare. After wearing the glasses for about a week I went back to the military and forest hill branch in *************** florida. I told them that the glasses are not helping with distance while driving and are not very clear. I came in and the manager told the assistant to recheck my vision by looking at eye chart. After determining that my vision is 20/20 with glasses on they told me there is nothing more they can do. I have a one year warranty if not satisfied so I would like to get my money back as I had to purchase new eyeglasses from ********* eye in ***************.
Business Response
Date: 08/12/2025
We regret to hear that you experienced difficulties with your recent eyewear purchase and that the glasses did not meet your needs. We understand the importance of clear vision and appreciate you bringing this to our attention.
Our records show that the glasses met the prescription specifications during in-store verification; however, we would like to review your case further to ensure we have explored all available solutions under the one-year satisfaction warranty. This includes confirming the prescription, product details, and warranty terms related to your purchase.
A member of our management team will reach out directly to discuss your concerns and determine the next steps.
Customer Answer
Date: 08/26/2025

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:07/21/2025
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.
To whom it may concern,I am filing this complaint regarding my purchases at Stanton Optical under order numbers #********* and #********* at the ************** location in Florida.During my visit, I was offered a promotion for a free second pair of glasses. However, only the second frame was freenot the lensescontrary to what was verbally promised. In addition, several items were added to my bill without my request or consent, including:- ********** ($49)- Vision Edge Pro - TG Omega 3 I never authorized these charges, and I was not informed that they would be included. When I returned to the store to question the bill, the representative told me that the ********** was free, which is clearly not true, as I was charged $49 for it. Again, at no point during the original purchase was I told that these items would be added or billed to ***** a single mother, I explained more than once that I needed the most affordable option for my childrens glasses. I feel misled and taken advantage of by this experience.I respectfully request a **full refund**, or at minimum a refund for the unauthorized items listed above.Thank you for your attention.Sincerely, ******* ****** **** ********** ***************************
Customer Answer
Date: 07/28/2025
Dear BBB Representatives,

I am writing to provide additional evidence regarding the complaint I filed against Stanton Optical.

Attached to this message, you will find screenshots of the emails I sent to the company requesting the cancellation of my order, none of which have received a response. Furthermore, I personally visited one of their office locations, made several phone calls, and still have not received any answer or resolution from Stanton Optical.

As a customer, I believe I have taken all reasonable steps to resolve this issue directly with the company, without success. Therefore, I respectfully request your continued assistance in this matter.

Please let me know if you need any further documentation or information.

Sincerely,
******* ****** Roca

Business Response
Date: 08/08/2025
Ms. ******,
We are sorry to hear about your experience with us, this is contrary to our values and standards. We are reviewing your case and will get back to you in the next two business days. We appreciate your feedback and patience,

Business Response
Date: 08/14/2025
We called the patient earlier today. They confirmed they have already received their refund for the glasses and OTC products. We spoke with them in store on 07/28 and apologized for the employees actions and offered to refund her for the frame club, ******** 3, *************** and lens warranty, which was declined.They requested to cancel their order which we did and provided them a refund minus the cost of the exam which the patient agreed with. They were provided a new copy of their receipt reflecting the refund on 07/28. If more information is needed, please let us know.
Initial Complaint
Date:07/18/2025
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.
On Monday July 14th I called Stanton Optical at ************ located in ********************. I asked how much it would be for 2 pair of lined bi-focal glasses and they said it would be $119.00 for two pair. I explained to them that we live over 100 miles away and wanted to make sure that was the correct price before we made the trip. We made the trip to *********** on 7-16-25 and was told that that price was not correct and they charged us a total of $240.91. I went ahead and paid it as my husband needs these glasses. I feel that i am owed $80.00. The order number was ********* and the person that waited on us was ******. We paid to have the glasses shipped to us when they are done. I feel that this was "Bait and Switch' by Stanton Optical.
Business Response
Date: 08/08/2025
Mr. ****************** seems to be a confusion. The number you quoted ************ does not belong to Stanton Optical. We called this number, and it belongs to another optical place. We have reviewed our call records, and we do not have records from your contact information. The bifocal glasses you ordered have a very competitive pricing considering the features included. We included a 60% discount towards the purchase as we had a limited time promotion when you ordered them, this by itself resulted in savings of $333.56. We hope this clarifies the situation. We are here for you if you may have further questions.
Customer Answer
Date: 08/22/2025

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,

*** *****

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Stanton Optical is NOT a BBB Accredited Business.