Complaints

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

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  Stanton Optical

  1615 S Congress Ave Ste 105 Delray Beach, FL 33445-6326

• 

  Stanton Optical

  1990 N Military Trl STE A West Palm Beach, FL 33409-4501

• 

  Stanton Optical

  280 Blanding Blvd Ste 1 Orange Park, FL 32073-3362

• 

  Stanton Optical

  3321 SW Archer Rd Gainesville, FL 32608-1745

• 

  Stanton Optical

  790 Skymarks Dr Jacksonville, FL 32218-7266

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:06/25/2025

  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 in for an exam and placed my order for new glasses on 5/26/25. I was informed that they should be ready on or by 6/9/25. I ordered two pair of glasses paid ******. I was texted that only one pair was ready, I assumed the other pair would be in soon. I called customer support in the middle of June, was informed that it didnt meet quality standards and should come in after June 30. They never called for any updates or information on what was happening. I called them again and spoke to someone at the office and spoke to ******, she said the missing pair should be ready by 6/25/25. I spoke with ****** and was told that they are still working on them and would come in soon. I did inform her I would like a refund since they didnt meet their part. I did not pick up the other pair since I placed an order for two. Was told the time for a refund has passed, and would have to call corporate, I called was told they would get someone to call me back from a district manager. Still waiting. First time going to them and turns out to be a nightmare.

  Business Response

  Date: 07/02/2025

  Hi Ms. ********************* you for taking our calls. We appreciate your patience, and we apologize for the delay. As we spoke offline, we are offering a complimentary pair of free glasses as a compensation for the issue. We'll be waiting for you at our store for you to select the frames.

   

   

• Initial Complaint

  Date:06/25/2025

  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.

  Made appointment 3 day in advance.A several time if they could 1. Take NC ********* 2. Could they do diabetic eye screening?Was told yes to both when I made the appointment.Went to appointment and was told that they did not have a technician for the diabetic eye exam. I asked when they lost them. They stated 3 months ago. So they should have known that when I made the appointment.After the exam I was told by person who was fitting glasses that 1. ******** would only pay for 2 of the frames they had.2. That ******** would not pay for bifocals.However they had a special promotion for the day of the exam, where if I got a certain from and lens they would not charge for exam. The total was 500+. (bait and switch?)I also had vision plan with Manhattan Life and would they file the claim for me. Was told sure. Gave them this information and they stated they would file electronically. Waited 21 days and call insurance to see when the claim would be processed. Was told they had not received the claim. Went back to them and explained situation and we call insurance company and was given information of how to submit electronically. They assured me that they changed the information and filed while I was there. Waited 14 days and called insurance company again and was told no claim had been filed. Went back to Stanton and spoke with manager and was told that because they were not in network with Manhattan they could not file claim. (which I believe they should have know at the time of the exam) Asked and received information so that I could file the claim. This was almost 6 weeks and three trips to ********* as they would not do anything by phone.I was not able to see for reading very well and called to see if they would redo the lens was told they checked them and lens were correct and nothing would be done to correct my not being able to see.

  Business Response

  Date: 07/03/2025

  Hi, Mr. *******

  We apologize for the confusion regarding your insurance. We verified that you received a special discount from our end because we do not ************** which was explained at the time of booking the appointment. We are sorry if there that there was a misunderstanding regarding this. We have tried to contact you via phone and email to confirm if the card you used is active in order for us to issue the refund of what you paid. Please reply to the email we sent you or through here. You can also contact our store at ************** so we can complete the refund. 

  Thank you 

   

  Customer Answer

  Date: 07/15/2025

   
  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:06/23/2025

  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.

  I am filing a complaint against Stanton Optical for an unfulfilled prescription sunglass order placed late January/early February 2025. This involves mismanagement, misinformation, and order denial, causing financial and personal ******************************* Initial Order: Placed late Jan/early Feb 2025 with Manager *****. * Delays: Multiple delays, including a "tint recall" ***** confirmed. * Misinformation/Shipping: Told glasses ready, but received wrong pair. ***** offered to ship correct order. Later, was told it had been shipped, but waited several weeks. Received tracking number (after multiple requests), but the package hadn't been shipped yet (as promised weeks ago) * Damaged/Repair: Glasses finally arrived, but were either unaltered or damaged. Returned for repair, which took extended time. * ******* Assurance (June 13, 2025): ***** assured glasses shipped, ready by June 16th/17th. * Order Denial (June 23, 2025): Today, Stanton Optical shockingly claimed my order was "never placed," accused me of lying. They claimed they needed insurance information and "couldn't reach me". This contradicts all prior communication, including ******* confirmation of original insurance (after April 22nd policy change) and his statements on delays/repairs. I received no prior contact about issues, no missed calls, voicemails, or **************** Impact/Contradictions:Original agreement: vision insurance covered most, $35 tint charge. ***** promised to waive tint due to delays. Their failure now forces significant out-of-pocket expenses due to my new, less covering, insurance policy. Their current claims directly contradict all previous interactions and ******* assurances.Stanton Optical's pattern of broken promises and denial caused detriment. I request the BBB compel them to: * Provide new prescription sunglasses free, honoring original agreement and waiving the fee for tint. * Alternatively, provide monetary compensation for the original order's value.

  Business Response

  Date: 07/04/2025

  Hi Ms. ******************** you for your detailed report. We apologize for the experience you had with us. We will process the order at no cost. Our store manager will reach out to you to coordinate placing the sunglasses order. We have reviewed the case thoroughly and we are taking actions to prevent any future incidents. We thank you for your feedback as this makes us improve. 

• Initial Complaint

  Date:06/22/2025

  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 6/16/25 i had an eye appointment with Stanton Optical. I was using their deal that states with the price that regular plastic lenses, with antiglare upgrade, are included in that price. I watched how every option he selected for me showed no price increase. However at the end the guy couldn't explain how the lenses went from included for free to $165. no upgrades at all. $165 for plastic lenses that the deal says were included. Ive heard this is a common tactic with this place and they need to be investigated

  Business Response

  Date: 06/23/2025

  Thank you for reaching out and bringing this matter to our attention. We sincerely apologize for any confusion or frustration you experienced during your recent visit on June 16th.
  At Stanton Optical, we are committed to transparent pricing and ensuring every patient clearly understands the value of our promotions. Our deals do include basic plastic lenses with select frame options, and upgradessuch as specialized lens types or additional coatingsmay result in increased pricing. However, these options should always be clearly explained before any charges are applied.
  Were sorry to hear that this was not your experience, and we take your feedback seriously. We are currently reviewing the details of your visit to better understand what occurred, and we will reach out to you directly to discuss this further and work toward a resolution.

  Customer Answer

  Date: 06/24/2025

   
  Complaint: 23502707
  
  I am rejecting this response because: I was supposedly getting the single vision regular plastic lenses. The price for these lenses was still showing $165 even tho the guy made sure their were no upgrades added. These were also specifically the lenses that were included in the deal posted to your website. We went through and double and triple checked to made sure of this and the tech I was working with could not explain why they were coming up to $165 but was insistent that is what I would have to pay for the lenses. I was not going to do this when the deal says they are included 
  
  Sincerely,
  
  ******* *****

  Business Response

  Date: 07/01/2025

  Mr. *****, 

  The frames you selected were not part of the frame selection of the 2 for $79 promotion. We explain in the terms and conditions of the offer that Blue tag frames are the ones that participate in the offer. However, you are still eligible to get a different offer if you wanted to continue with the order with those specific frames. The promotion you would be eligible for is called BOGO (buy one, get one free). We have tried to contact you several times via phone to talk about the options we have available for you. Please feel free to call or visit our store so we can further assist you. 

   

  Customer Answer

  Date: 07/02/2025

   
  Complaint: 23502707
  
  I am rejecting this response because:
  
  Sincerely,
  
  ******* *****

  Not once has someone tried to call me. That's a flat out lie. I will never trust your company with my business. Scamming first time customers leaves a very bad impression. I just want others to be aware that you guys don't honor the deals you advertise. 

  Business Response

  Date: 07/02/2025

  Hi Mr. ************** tried to contact you again today and left a voicemail. We reiterate our commitment to work with you and find a good deal that accommodates to your needs and budget. There is no false advertisement from our end, as any other business certain product selection may change the price of the offer.

   

  Customer Answer

  Date: 07/04/2025

   
  Complaint: 23502707
  
  I am rejecting this response because:

  U reached out to me for the first time yesterday. U have already tried to scam me for regular single vision lenses with no upgrades and you lied on here multiple times. Like I said before I will never do business with u after this. I just want others to be aware of the issue 
  
  Sincerely,
  
  ******* *****

  Business Response

  Date: 07/09/2025

  We are really sorry that we haven't been able to meet your expectations. Please refer to our store, you can walk in, our Store Manager is aware of the case and he will be more than glad to assist you. If more information is needed, please feel free to reach out. 

• Initial Complaint

  Date:06/21/2025

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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 6/20/25 I had a scheduled eye exam. I did not know beforehand that it would be virtual. The eye technician was good. But the ** was awful. She ran me through very quickly and would not answer my questions. I told her I wear monocular contacts and she told me to ask the technician, which had no idea what to do, which he shouldn't, because prescribing those is not his job. They sent me back for a recheck, she ran me through quickly again and did not answer my questions again, especially when I told her about my monocular vision and the need for them for my job in a hospital reading small print. The prescription she wrote for me for my near vision was way off. The two scripts were different and different contacts on each script. My normal prescription is -2.25/-1.25. ** never asked what contacts I usually wear. Then, the other sales associate was trying to help with my script and ended up trying to match my original prescription which shouldn't be done and tells me 'by the way you need to be sent out for a referral for microchemes at macula' which the actual eye ** should have asked me about, after I had already been there for 2 hours for an appointment that should take ***** min. Now, I need to find an in person eye ** and pay another fee just to get the correct prescription for what I should have gotten in the first place, and get those microchemes checked out, because the virtual ** can't dilate your eyes. Not to mention wasting 2 hours I don't have right now. Please ban virtual Optometrists, they should have never have been a thing and refund all of my payment so that I may get a real ** to give me a real prescription.

  Business Response

  Date: 06/23/2025

  Thank you for bringing your concerns to our attention, and we sincerely apologize for the experience you had during your visit on June 20th.
  At Stanton Optical, we strive to offer quality care and service to every patient, whether the exam is conducted in-person or via our tele-optometry platform. We are very sorry to hear that your expectations were not met during your exam and that you left feeling frustrated and without the clarity you needed regarding your prescription and ocular health.

  
  Virtual exams are designed to provide convenience and accessibility, but they are never intended to compromise the quality of care. Your feedback about the lack of engagement and clarity during your visit is extremely valuable, and we are reviewing the interaction in detail to ensure proper follow-up. Additionally, we agree that certain complex cases may require in-person evaluation, and we regret that this was not better communicated during your appointment.

  
  We will be reaching out to you directly to further discuss your experience and explore possible resolutions, including reviewing your concerns about the prescription and your request for a refund. We are committed to doing what we can to help make this right.

  Customer Answer

  Date: 06/24/2025

  I do not wish to accept or reject Stantons decision until I hear from them or refund my credit card. I have made another appointment to another eye *** an in-person *** to get a corrected eye prescription this week and spend more money that I didn't have to. Please do not close out my case until they refund my money. 

  Customer Answer

  Date: 06/24/2025

   
  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. When will the business be contacting me and when will I receive my refund? 
  
  Sincerely,
  
  ***** ******

  Customer Answer

  Date: 07/03/2025

  Hi,

  I have not received any phone calls or emails from Stanton Optical about a resolution to my complaint or refund. I only received an email saying my contact lenses were ready for pickup which are incorrect.  I filed a dispute with my credit card because of this because I do not know what else to do because I had to go to another eye ** to get the correct prescription.  I am very frustrated.  

  Sincerely, 

  ***** Altman 

  Business Response

  Date: 07/09/2025

  Thank you for reaching out and sharing your feedback. Were very sorry to hear that your experience did not meet expectations, and we truly regret any frustration this may have caused.
  Please know that weve made several attempts to contact you regarding your concerns, but we have not been able to connect. To help us follow up and assist you further, we kindly ask that you provide us with an alternate phone number or preferred contact method.
  We appreciate your time and the opportunity to make this right, and we look forward to speaking with you soon.

  Customer Answer

  Date: 07/09/2025

  Hi,

  I have received several phone calls that were listed as spam, which i will not pick up, especially at work. I have checked my voicemail repeatedly to see if any phone calls coming in to my phone at ************ left a voicemail from Stanton Optical and there were none from them. The only email sent to my address at ********************* from Stanton Optical was that my contact lenses were ready to be picked up. 

  ***** Altman 

   

  Customer Answer

  Date: 07/09/2025

   
  Complaint: 23500318
  
  I am rejecting this response because: 

  Hi,

  I have received several phone calls that were listed as spam, which i will not pick up, especially at work. I have checked my voicemail repeatedly to see if any phone calls coming in to my phone at ************ left a voicemail from Stanton Optical and there were none from them. The only email sent to my address at ********************* from Stanton Optical was that my contact lenses were ready to be picked up. 

  ***** Altman 

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

  Business Response

  Date: 07/11/2025

  Thank you once again for your feedback. Were truly sorry to hear that you havent received any communication yet we want to assure you that weve attempted to reach you on multiple occasions, but unfortunately have been unable to connect.
  To continue assisting you, we kindly ask that you either:
  Provide us with an alternate phone number or preferred contact method
  Let us know the best time frame to reach you
  Or, if more convenient, feel free to visit your nearest Stanton Optical store at your earliest convenience
  Were here to help and want to make sure your concerns are fully addressed. We appreciate your patience and hope to speak with you soon.

  Customer Answer

  Date: 07/14/2025

   
  Complaint: 23500318
  
  I am rejecting this response because: I still have not received a voicemail. And I must stop by the store to address my concerns?  I do not answer numbers that are not identified, nor leave a voicemail.  Very frustrated.  

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

• Initial Complaint

  Date:06/18/2025

  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.

  This vision place has a virtual eye doctor and they claim they were not able to complete the eye exam of my 8 year old. Over the phone they said ****** is an in network provider and in person they asked for $79.00 for an eye exam that they were not able to complete. I dont feel liable for the exam charge as I question the validity of the doctor(actual doctor licensed to give lens prescription) or were the machines down. All they said, was it was not a clear reading. I feel this place is a scam and plead for help in recovering my $79.00. I will be contacting the ********************* to confirm the validity of the eye doctor.

  Business Response

  Date: 06/23/2025

  Thank you for bringing your concerns to our attention. We understand your frustration, and we truly value your feedback.
  Wed like to clarify that while your request for a refund has been reviewed, our response is based on our established policies, which are consistently applied to ensure fairness for all patients. Although a prescription may not have been provided in this case, our records show that the full service was completed as agreed upon at the time of your visit. We also provided with all "after visit summary" HIPPA and Forms for the exam. 

  That said, we genuinely regret any confusion or dissatisfaction this experience may have caused. Our goal is always to provide a clear understanding of our processes, and were happy to walk you through any questions you may still have. 

• Initial Complaint

  Date:06/14/2025

  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.

  ****** at 1:39pm gave him the names of the glasses in the beginning of the call. He said he could not find the glasses under the name that is listed on Stanton website. He asked me to go back in the system to look for UPC # i told him I couldnt find it but can find the make and model. He asked for that information, took other information and said he would have sales to return my call. I asked him to please be sure someone would call because they forgot to return my call at my previous order. I also asked him what time the store closed so I know how much time for pickup. He initially said 7pm and then came back to say 6pm today. No one ever called so I called roughly 3:25 and he said he gave the information to someone and they were supposed to call. ******* then came to the phone and said the information is new to her. She then shared that the glasses would not be done today. They would be done Monday. She needed to place me on two brief holds. One to look for frames and the other for lens. Later in the conversation she shared that it would take a week for ***** glasses to come in due to new ownership. When she returned to the phone she said the glasses would be ready on Monday. It seems like no one is communicating internally, so there is a ton of confusion externally. Later learned that I can pay over the phone but I declined. I asked what time they would be ready on Monday. She said she couldnt place an order without my payment information. I said ok, I will give my payment information. Afterwards I asked roughly what time I would be able to get the glasses and she said I would to give you a time frame but I cannot.

  Business Response

  Date: 06/20/2025

  We regret the lack of clear and consistent communication regarding your order and understand how frustrating it must have been to follow up multiple times without receiving timely or accurate updates. Please know that this is not the level of service we strive to provide, and we take your concerns seriously.
  We are currently reviewing the situation internally and will be reaching out to you as soon as possible to ensure your order is properly completed and to provide any necessary clarification. Our goal is to make this right and restore your confidence in our service.

• Initial Complaint

  Date:06/11/2025

  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.

  On 6/10/2025, Stanton Optical ********************, provided a subpar eye exam by a technician. Throughout the process, I continued to mention various symptoms and during the actual exam became extremely nauseated. It was not until getting home that I realized I never actually seen an optometrist or Opthalmologist although received a signed script by a MD. At no point before the exam, was it clear that a ** was not present. I was talked into purchasing a years worth of contacts that would not work for me due to a different condition. I called for a refund to be told that it would be weeks for a corporate check and the actual eye exam they could not refund. I am expecting full refund for contacts purchased AND eye exam as it was not a complete exam and was not made clear upon arrival that a ** was not present and it was a telehealth visit.If a ** was onsite and spoke with this patient instead of just relying on technology and a tech typing minimal info into a computer- he/she may have picked up on the symptoms I was exhibiting warranting a different exam at minimum.

  Business Response

  Date: 06/11/2025

  We truly sorry to hear that your experience was not at your expectations. We understand the frustration and inconvenience that arose from this situation. Please know that we take all feedback seriously, as it is crucial for our continuous improvement in providing quality care and service.
  We have initiated a thorough review of the details provided in the complaint. Our team will be contacting you to discuss this matter further and work towards an appropriate resolution.

  Business Response

  Date: 06/14/2025

  After reviewing your concern, we have processed a refund in the amount of $119.00 for the eye exam. If more information is needed, please don't hesitate to reach out. 

• Initial Complaint

  Date:06/07/2025

  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.

  05/02/2025 I paid for 2 pair glasses plus delivery fee plus I took Lyft there and back ... I was given a date of 5/16 at the latest and I received only one pair a week late I STILL haven't received the second pair plus id like compensation for taking Lyft there and back... Nobody bothered calling me for updates I called them several times to no avail... I'd like full reimbursement plus travel compensation plus delivery fee compensation

  Business Response

  Date: 06/10/2025

  We understand how disappointing it must be to receive only part of your order, especially after paying for both glasses and delivery, and making additional efforts to visit our store. Delays in fulfillment and lack of communication are not the level of service we aim to provide, and we are actively reviewing your case to determine what went wrong. A team member from our office will reach out to you soon, we thank you for your patience. 

  Customer Answer

  Date: 06/10/2025

  Yes I finally received the second pair and the script is wrong... one eye is way too strong so I can't even wear neither pair ... I heard from the regional manager but im *** happy with said offer because it is costing ME more money... now they suggest I go to optometrist to get a script then bring that to them then they'll make some progressive lenses but I don't even know if I can wear progressive lenses... I want to be able to see so my final resolution is I'll book the appointment and have my insurance pay if they'll upgrade me to transitional progressive lenses AND pay all costs for the glasses the upgrade and the cost of travel to stanton optical and the optometrist please  otherwise I'll move forward with an attorney instead please let me know ************ ******************************** 

  Customer Answer

  Date: 06/10/2025

   
  Complaint: 23437478
  
  I am rejecting this response because:I'll accept with extra conditions please see previous message... I am on ssi and I'll pay for the doctor visit if they pay for everything else and if yes then ill feel fully compensated
  
  Sincerely,
  
  ****** ********

  Business Response

  Date: 06/11/2025

  Following our conversation, we understand that we've presented you with a few different options to resolve the matter. We appreciate you taking the time to consider these.
  We understand you'll be discussing these options with your husband this evening, and we anticipate hearing back from you with your decision by Friday.
  Please take all the time you need for this important discussion. We await your response.

  Customer Answer

  Date: 06/11/2025

  Looking for a response before I book eye appointment please 

  Customer Answer

  Date: 06/12/2025

  I have said this previously but I will negotiate... Since I was advised to see an outside doctor which means more money I propose this... I was offered progressive lenses well my proposal is the progressive lenses with transitional because I am sensitive to light AND since I have to pay for outside visit I ask that y'all cover travel expenses for me to bring the glasses to you after I see the optometrist and back as I will pay for it when I go to the appointment that y'all suggested please let me know something soon 

  Customer Answer

  Date: 06/12/2025

   
  Complaint: 23437478
  
  I am rejecting this response because: I have said this previously but I will negotiate... Since I was advised to see an outside doctor which means more money I propose this... I was offered progressive lenses well my proposal is the progressive lenses with transitional because I am sensitive to light AND since I have to pay for outside visit I ask that y'all cover travel expenses for me to bring the glasses to you after I see the optometrist and back as I will pay for it when I go to the appointment that y'all suggested please let me know something soon 
  
  Sincerely,
  
  ****** ********

  Customer Answer

  Date: 06/24/2025

  Stanton optical general manager and I have come to an agreement to replace my glasses with progressive lenses with transitional lenses with a frame of my choice and I will bring a script from an outside optometrist as soon as I can find a doctor I am happy with the agreement and I think you all for your help nothing

• Initial Complaint

  Date:06/04/2025

  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.

  On 5-12-2025 My husband and I purchased eye glasses from this company for the total cost amount of $669.45 They were supposed to be ready on 5-26-2025 *** ***** called the store and they said one pair of glasses were broken in the making of them. And the other one was not ready. We have made numerous attempts to get the eye glasses. I called and wanted a refund. My husband and I are disabled senior citizens. The assistance ****** Said we had to come into the store to get the refund. I explained that I was in a wheelchair and my husband also. He refused to give the refund because he said we physically had to bring the credit card into the store! Can you please assist us with this matter. Thank you My husband is 75y I am 70y

  Business Response

  Date: 06/10/2025

  Thank you for bringing this matter to our attention, and we sincerely apologize for the inconvenience you and your husband have experienced.
  We understand how frustrating this situation has been, especially given the delay in receiving your glasses and the added difficulty caused by mobility limitations. Your feedback is valid, and we want to ensure youre supported with a timely and fair resolution.
  Regarding the refund request, while our standard procedure typically requires the physical card to be present in-store for security reasons, we acknowledge that in cases involving accessibility concerns, accommodations should be made. One of our team members will reach out to you soon. Thanks for your patience. 

  Business Response

  Date: 06/11/2025

  We've successfully processed your request and are in the process of issuing your refund.
  However, we've noted that you've also initiated a chargeback dispute directly with your bank. This means the refund process will now be handled by your bank to avoid any duplicate payments. Your bank will need to resolve this dispute, which can take a few business days.
  We wanted to make sure you're aware of the current status and the next steps involved in this process. We're here if you have any further questions.