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

  6868 Abercorn St Savannah, GA 31405-5835

• 

  Stanton Optical

  790 Skymarks Dr Jacksonville, FL 32218-7266

• 

  Stanton Optical

  1790 Scenic Hwy N Snellville, GA 30078-2134

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:03/07/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On December 16th 2022 I had a 10am appointment for an eye exam and to receive new glasses. Prior to making the appointment I asked if I could get my glasses in one day. I was told yes. Because of being able to get my glasses in one day I made the appointment. My travel time from ************, ** is two hours. The day of the appointment I was told I couldn't get my glasses the same day. My sale representative was *****. Ironically he was the person who told me on the phone I could get them in one day! Ok so he told me my glasses would be ready about 12/30/22. I paid for them in full $405.00 on 12/16/22. I was told I'd be called when they came in. On 2/2/23 at 10:21am I called ***** to inquire where my glasses were. I had heard nothing from Stanton Optical to date. He told me they were expecting them on 2/3/23. I said I be there on 2/3/23 to pick them up. He said don't come until I call you. After not hearing from ***** I called on 2/3/23 at 5:50pm to check on my glasses. They weren't in. ***** said he was waiting for his manager to hear from the lab to find out what the status was and he'd call me back when he had an answer. I wasn't called back. On 2/17/23 I called the ************ at 4:57pm which is the phone number from the Stanton Optical website. I explained the reason for my call. I was told my glasses were expected to be at the East Washington Stanton Optical on 3/3/23 and I'd be receiving a call from them. I received no call again! On 3/6/23 I called Stanton Optical. When the receptionist answered at 9:42am I explained the reason for my call. She told me her system was down and couldn't check the status of my glasses at this time. She would call me back later with the information I needed. She said her name was *********. Again no return call! I had checked the status online prior to my call which every week is pushed back another week without any reasoning. It currently listed 3/10/23. At this point I'm asking the BBB to step in and get me a 100% refund!

  Business Response

  Date: 03/24/2023

  We would like to sincerely apologize for Mr. **** bad experience with thes delayed order. When patient stated he wanted progressives we mentioned it wouldnt be the same day due to the prescription. A partial refund of $190 wa sissued on 03/11 to compensate for the delay.

• Initial Complaint

  Date:03/06/2023

  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.

  Absolutely horrible service!!! Made an appointment for 9:20 on January 27th. I was not seen until 10:15. The appointment was rushed and results we not given with the test. After the appointment I ordered both my contacts and glasses. I received my contacts 2 weeks later. I was in able to use them because it made my vision blurry. I tried to call the store and corporate. This resulted in no answers. I went to the store on March 1st, 2023 and told them the situation. I also mentioned that my glasses were very late. The manager looked into my records and said that it could be the wrong prescription because in the notes of my last appointment it said further tests were needed by an actual eye doctor. They did not tell me this at my appointment!! I would have NEVER ordered my glasses and contacts!!! He said I would need to call my insurance. I explained that I had used two insurances. One of these insurances was ******** which was not useable after February. He called his boss who did not have answers but both thought it was professional to giggle on the phone. After the call he said he would call me the next day to give me answers. This never happened! Now I have to go through all the trouble of dealing with insurance to get my benefits refunded and go back to the store to get my money. Not only that but I have to make an eye appointment which takes weeks to then wait for my glasses again. Did I mention my glasses need replaced as soon as possible. Warning do not go to this establishment!!!! Worse service I have ever had in my life!!!

  Business Response

  Date: 03/25/2023

  It is with great regret that we received Ms. ****** as a company, we strive for customer satisfaction. The patient came into the store and we refunded the $97 she paid. We also made two pairs of glasses for her, free of charge as an apology for all the issues

  Customer Answer

  Date: 03/28/2023

   
  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,
  
  ***********************

• Initial Complaint

  Date:03/02/2023

  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.

  On December 2, 2022 I went to Stanton Optical at ******************************************************************** for a scheduled eye exam. My exam showed a significant change in my prescription requiring me to need new glasses. Stanton was running their usual promotion of buy one pair of glasses and get one for free. Due to the fact my glasses were bi-focals, the price of my order was $768.26. I was contacted by Stanton Optical on January 16, 2023 letting me know one pair of my glasses had arrived. The order number is ********. I went to the store and picked those glasses up on 1-18-23. I immediately began to wear the glasses. I am always very careful with my glasses. I cannot see without them, so they are always on my face unless I am sleeping or showering, and when I am doing that I put them in their case. I was notified a few days later that the other pair of glasses had come in and I could pick them up. I do not have that date, but it was approx a week later, and I did go to the store to pick them up. A few days later I noticed cracks in the upper edges of my lens. I contacted stanton & and they argued with me but said they would replace the lenses since it was less then 30 days. I drove the hour to the store to drop them off, and began wearing the new glasses. Within three days of wearing the second pair, the lenses began to crack in the upper corners as well. When searching online, it shows these are stress fractures from tightening the frames too much. This was not done by me. I drove back to Stanton to have these repaired, and they stated it was over the 30 days (which it was only 4 days over) and they would not repair them for free. I would have to pay an additional $60 to have these repaired. I explained I paid almost 800 less then a month ago, and both pairs broke within days of wearing. They refused to help me unless I paid more, which I do not believe I should have to

  Business Response

  Date: 03/17/2023

  It is with great regret that we received *********************** feedback regarding her purchase at our store. We take pride in our patient's satisfaction and these incidents are not in line with our philosophy. We would like to offer a repair under her warranty at no cost.

  Customer Answer

  Date: 03/22/2023

   
  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.  Additionally, Stanton had contacted me in person after receiving the complaint.  Stanton has provided me with replacement lenses already, and I am satisfied with this resolution.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:02/24/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  False advertising. Free eye exam is advertised. I paid $59. There is not a real eye Dr on site. They need to state this on advertisement. The prescription was not explained and it was stamped by a Drs name whom did not provide the exam. I want a refund so I can go to a real eye Dr. ******* is 12 yrs old and needs to see someone in person.

  Business Response

  Date: 03/29/2023

  We would like to sincerely apologize for Ms. ****************** experience, as a company, we strive for customer satisfaction. A full refund of was issued 03/15/2023.
  

• Initial Complaint

  Date:02/21/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Glasses not replaced after breakage several times. Poor craftsmanship on frames and lenses that do not stay together after a few weeks. Upon returning to business we were made to pay again. Always an excuse that the lens is not covered or the frame. We have spent numerous amount of money and have been given no help. Retired seniors and income doesnt afford getting glasses every few months due to their shoddy business practices and poor quality frames. Please help us. We have gone to the store and spoke to manager ********************* who told us she would do nothing to help us.If you look at the document I attached we have ordered glasses several months in a row due to breakage or lost lens. We just were in the store two days ago and had to get a new pair ordered. When we left the store another pair broke we had purchased there. We returned and they refused to help us again. Please someone call us and help us resolve this issue. We need help. This business is ripping people off, Especially seniors. Thank you. Please call ************ *************************

  Business Response

  Date: 03/10/2023

  We want to sincerely apologize for the experience, as a company, we strive for customer satisfaction. We can offer 50% off a new pair with a new prescription to replace was was broken at our location in ********* if preferred.

• Initial Complaint

  Date:02/19/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 11/09/23 I had an eye exam in ******** *****. At the time of appointment the sales manager told me that the doctor I saw there via zoom was unable to get me 20/20 vision. That I needed to have a follow up visit with an in house doctor to have my eyes dilated. Because i could have detached retina and stressed how important this was. He sold me glasses that day and told me when I saw the in house doctor that they would change my glassses at no cost to me if doctor got me 20/20. I was unable to make said appointment with in house doctor because I moved to ******** *****. 6 hours away. I cancelled my appointment and was told that I would get a new appointment with a doctor near me. I already paid for this appointment as it was apart of my initial exam but could not be performed due to there not being a doctor there that day. No one ever called me back. I had to call several times and am directed to a call center and they can never help me. I finally spoke to ******* at the Beaumont branch on the phone. She tried to find me an in House doctor near me and was unable. There is no one. She could not set up an appointment for me anywhere. I asked if I could be refunded for my eye exam since I now have to find a new doctor to dilate my eyes very important since Stanton Optical can not fulfill the exam. She said no. She literally just kept repeating herself because she didnt have a solution. Said she would let her branch manager know. I have yet to hear from her. I feel that I should be refunded because Stanton optical can not fulfill my eye exam that I have paid for. I will have to go elsewhere. I was misled the day of exam about the doctors being near my address that I was moving to. I had let the sales manager know that I was moving and he assured me I would be seen at a later point and continued to sell me glasses. I spent $289.76 on 11/09/23 and feel I have been hustled. This is wrong and seems no one at Stanton optical cares if I get my eyes dilated or not because you already have your money and I could have a detached retina and dont know. Please do something. You speak of integrity. Well none of this was in compliance of doing the right thing.

  Business Response

  Date: 02/25/2023

  We want to sincerely apologize for the negative experience ************** had in our store. We strive for the perfection of our product and the satisfaction of our customers. That said, we understand there are opportunities for improvement with any business. The patient has been contacted, since she is not able to do a follow exam she requested a refund for the exam cost. This was issued on 02/21/2023, she seemed very happy with the outcome. If anything else is needed please let us know.

• Initial Complaint

  Date:02/17/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Today at 11am I went to Stanton optical I had my last years vision card my accident so my mom sent me a screenshot of my new one and on the website so my insurance it also says it can be found with the last 4 of the social. And they kept refusing and saying they need to log into our families insurance. And I just feel like that is a violation of my personal information.

  Business Response

  Date: 02/25/2023

  It is with great regret that we received Ms. ******* feedback regarding her experience at our store. Her mother is the policy holder on their VSP account and we were having trouble getting access to their account. Her mom was eventually able to access the portal and send us the benefits list for our patient. This patient didn't mention anything in store and we thanked her for her patience multiple times, she said it wasn't an issue and that the technicia was doing a great job back there. She bought glasses and contacts with us and said she would see us in 2 weeks at pick up. There was never any indication that she was upset or irritated. Again, we are really sorry for this missunderstanding.

• Initial Complaint

  Date:02/17/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I went to get an eye exam done and glasses they messed up my exam and gave me the wrong prescription. I asked for a refund and they couldn't complete it in the store now my bank has been trying for 3 months to get me a refund and they will not send it and I have not had anyone reach out to try to send the refund or compensate this issue. I just want my refund.

  Business Response

  Date: 02/18/2023

  We sincerely apologize for the inconvenience this has caused ****************. As a company, we strive for customer satisfaction. A partial refund of $385.00 was issued on 02/17/2023 and provided the transaction I.D. as a reference number for him.

  Customer Answer

  Date: 02/22/2023

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

• Initial Complaint

  Date:02/09/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I went into stanton optical ****** **. store to get glasses. I ordered two pair ( not as advertised two for 99 or whatever lie they use) I paid 400 and something dollars for said glasses. They assure me that I will receive glasses within two weeks. most often sooner. I do not hear from anyone come the two weeks. I check their web site and see only that the glasses are delayed and the new expected date. I call the store and am routed to the customer service department. They tell me only what I can already see on the web site. They then try to reach the store and then come back and tell me they didn't get an answer and the store will return my call. The call never comes. I go into the store the day the glasses are suppose to be ready and surprise still delayed. No excuse for not calling back or not answering calls I am told that customer service doesn't let it ring more then twice and they do not leave msges or emails like they tell people they do. They also are able to see exactly what the store sales clerks can see. I wait another week and check the site again. delayed and a new date. a month out now. I call and actually get the peoria store. I tell the guy what has transpired up to this point. he apologized and said they will be here by the end of the week. I said at this point I would rather just have my money back. He tells me that is fine it will be refunded to my card. He would call back when it is done and said I would see the refund to my card before he had a chance to return my call.Three days now still no refund. I called the store again no answer and routed to customer service. I argued with the guy who of course can do nothing to help me. will have the store contact me. then says he is escalating this for me and someone will contact me within 48 hours. We all know that will not happen! I want my money back. This place is a joke and they scam people!!!!

  Business Response

  Date: 02/11/2023

  We want to sincerely apologize for the negative experience Ms. ****** had in our store. We strive for the perfection of our product and the satisfaction of our customers. That said, we understand there are opportunities for improvement with any business. A refund of $429.76 was issued on 02/10/2023.

• Initial Complaint

  Date:02/06/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Around March or April of 2022 I had exam and bought glasses my ** pay 134 dollars howeve I later was informed by ins it's only 34 dollars after mths of fighting back and forth I was told go to store this is in January 2023 when I arrived I had to pay for ride as am disabled I was just there asked me nothing just said they put in request at head office and b 4 to weeks gt money back as of now still nothing and ins did all it can do they also lied saying I bought extra stuff and the glasses are right I called ask about how it was going and told do t bother us told u when u gt it rude and nasty over a year I also as said paid 20 to gt there after being told had to b there lies also wouldn't issue refund cause don't hv that card anymore so I want my money

  Business Response

  Date: 02/21/2023

  We want to sincerely apologize for the negative experience Ms. **** had. We strive for the perfection of our product and the satisfaction of our customers. That said, we understand there are opportunities for improvement with any business, a full refund was issued.

  Customer Answer

  Date: 02/27/2023

  ***BBB Received Response From Consumer***

  I HV recieved notification that a refund of 137 will b issued but as of yet no check so I would like to give answer when I receive my check if ok
  

   

  Customer Answer

  Date: 04/11/2023

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

  They hv not issued a refund I just spoke to someone said gonna c if they can also I was told 134 now it's 104 all I know this is getting more stupid as it goes he said gonna call back but I doubt it it was a supervisor