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Business Profile

Optical Goods

Stanton Optical

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Optical Goods.

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

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Stanton Optical has 225 locations, listed below.

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    Customer Complaints Summary

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

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:10/31/2022

      Type:Service or Repair Issues
      Status:
      Answered
      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 first want to Stanton in July 2022 and took both my son and I to get eye exams. We were there for over 4 hours waiting and trying to just get prescriptions. The ladies in the front were rude and more worried about lunch and chatting than helping customers. They also forgot to order my contacts which I didnt find out till a week later after checking in. Prescription was wrong so they gave me another exam this happens 3 times and still not the correct prescription. I asked for money back and they told me that they could not give it back and that they would have to send me out to an optometrist. Are you not a really and optometrist??! I tried to get some glasses paying out of pocket and I notice it still was not correct and made me dizzy and felt like looking through a microscope. I couldnt see anything 5 inches away from my face. They said if I dont choose correctly during exam its my fault I cant see though my glasses and said well our machine works fine and we will send to corporate to have made. That was oct 8th and now is oct 30. This in total has been 3 months of worst experience of my life. I now have to pay out of pocket for another doctor to give me an exam since they refuse to give my insurance back money as well as money I have paid out of pocket.

      Business Response

      Date: 10/31/2022

      At Stanton Optical we pride ourselves on giving our 100% every day to ensure that our customers needs are being met. We know that we have let ********************* down, and for that we are very sorry.It shows that the patient was taken care of at one of our other stores in the beginning when she went to get her exams done along with the complaints she is stating. She came to our store Oct 8th & ordered two pairs of glasses, however, they show that they were cancelled on the 10th & exchanged for contacts & a new pair of glasses but weren't charged for anything. Her contacts have been ready for pick up & she was notified on 10/12. Her glasses are still pending to come from the lab & we will find out what's going on with them. Also, If the patient would like to come in for a restyle & a recheck we will take care of her. We will do what we need to make it right for her, get her seeing right, & have a different experience. 

      Customer Answer

      Date: 11/01/2022

       
      Complaint: 18335779

      I am rejecting this response because: I informed the store my prescription for glasses were incorrect. I only bought one pair of glasses. The cancellations must be something that your company must have done while trying to send off to corporate. I will not take the contacts due to prescription still being wrong. This was the 3rd time they examined me and I was told I would have to be sent to an optometrist. I now have to pay 129 to get my eyes correctly checked. I have all prescriptions and receipts for all purchases. 

      Sincerely,

      Kiisah Secatero

      Business Response

      Date: 11/20/2022

      Patient has already been taken care of. She actually came in a couple days ago and we spoke with her 

    • Initial Complaint

      Date:10/20/2022

      Type:Product Issues
      Status:
      Resolved
      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.
      Sept 10 2022 Due to an emergency had an eye exam (********) at ******* ** store and ordered glasses (60812351/52), with a promise of delivery NLT 9/24/22. Picked up glasses on 9/22/22. Made me dizzy and nauseous, used for a couple of days to see if my eyes would adjust. On 9/24/22 glasses still making me dizzy were remade (********) dropping the transition area.On 9/30/22 went to pick up glasses still dizzy and vision off. Had a re-exam (********) RX was different in both eyes. New glasses remade, as of 10/20/22 still waiting, delayed???? Maybe 10/21/22 or delayed again?My problem is on 9/10/22 I had an emergency that my old glasses had been destroyed. I have worn glasses for over 40 years and never had problems like my RXs. And been in transitions for over 10 years. I went to Stanton as it was an emergency and since we had moved I didnt know where my spare glasses from before last where, those are about six years old. I have been wearing them since 9/20/22 when I located them. I went to Stanton hoping for a quick turnaround per commercial claims. But I was told two weeks after my first eye exam. Had I known it would take two weeks, I would have gone to my eye doctor on Monday and had a pair of glasses done sooner that worked with the features I wanted .Transition Blue-tint Transition to dark sunglasses I gave up the sunglasses option for the tinting for Blue-tint. I did this knowing in January I could go and get what I wanted from my eye doctor. At this time I dont have my new glasses and have no idea when I will get them or if they will work. The others made me dizzy, nauseous and made me misstep when walking and not wanting to wear them when driving. And since Stanton used my insurance for exam and glasses Im still out of luck until the New Year when I can get something that works.The only way to contact the company is via phone, at least with email or chat there is record. Refund of all charges

      Customer Answer

      Date: 10/24/2022

      ***Clarification From Consumer***

       

      Good morning, Thursday evening Oct 20, the Manager of Stanton in *******, ** contacted me that the glasses were ready for pick-up.

      I picked them up Friday afternoon, and have been making sure they are good to go.  I just got into work, this was the final check and they seem to be okay.

      She asked me to let her know.  I will be contacting her later this morning. She  apologized for the problems and delays.  

      Thank you for the quick help in this matter. Please let me know if I need to complete anything else. 

      Thank you again,

    Stanton Optical is NOT a BBB Accredited Business.

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