Business Profile

Optical Goods

Stanton Optical

This business is NOT BBB Accredited.

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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.
145 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:05/31/2025
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.
Ordered glasses with the advertised "same-day glasses", which ended up being 2 weeks, which ended up being "estimated" 2 more days later, after calling 3 different times over the 2 weeks to confirm the pickup date. Misrepresented services with 0 explanation why. This should be changed as soon as possible as it is lying to customers who choose this business over another business because of this advertisement.
Business Response
Date: 06/01/2025
Thank you for bringing this to our attention, and we sincerely apologize for the inconvenience and frustration you experienced with your recent order.
We understand how disappointing it must have been to expect same-day glasses and instead face multiple delays with limited communication. While we strive to provide same-day service whenever possible, there are instances where certain prescriptions, lens types, or stock limitations can cause delays. That said, this should have been clearly communicated from the start, and we regret that it was not.
We take your feedback seriously and are actively reviewing how this situation was handledboth in terms of setting accurate expectations and providing timely updates. Miscommunication is never acceptable, and your experience highlights the need for immediate improvements.
We would like the opportunity to make this right. A member of our team will be reaching out to you directly to further discuss a resolution.
Initial Complaint
Date:05/28/2025
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 purchased 2 sets of glasses promised immediately, than promised at 10 days and now 40 days later still no items. I ordered 2 pairs of glasses and they can not give me any information
Business Response
Date: 05/29/2025
We sincerely apologize for the delay and lack of clear updates. We understand your frustration and are actively reviewing your order to resolve the issue as quickly as possible. A representative will reach out with a status update and next steps. Thank you for your patience.
Initial Complaint
Date:05/23/2025
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.
First they were supposed to make both pairs same day with the exam everything costing $79 after filing a complaint they made 1 pair and refunded me the difference between the $79 and what I paid with the promise the 2nd pair would be ready within a week. It has been almost 3 weeks and they now have absolutely "no information on the second pairs availability" they can make the second pair in store without an issue but are refusing.
Business Response
Date: 05/23/2025
We sincerely apologize for the delay and confusion regarding your second pair of glasses. We understand your frustration, especially after being told they would be ready within a week.
Its clear there was a breakdown in communication, and we regret not meeting your expectations. Were currently reviewing the situation and will work to resolve it as quickly as possible.
Thank you for your patience, and again, were sorry for the inconvenience.
Business Response
Date: 05/26/2025
Thank you again for giving us the opportunity to make things right. Weve processed a $36 refund to honor your original expectation of paying $79 for both pairs of glasses.
Additionally, we expedited one pair by cutting it in-house within 30 minutes to help resolve the matter as quickly as possible. Were glad to hear you were satisfied with the outcome, and we appreciate your patience throughout the process.
Customer Answer
Date: 05/27/2025

Complaint: 23370362

I am rejecting this response because:
That isn't a "solution" the original agreement was 2 pair made same day for $79. And the first resolution that I "accepted" was the promise that "the first pair would be made within an hour and the second pair would be within 1 week." It has been almost an entire month and we still don't have the second pair

Sincerely,

****** *******
Business Response
Date: 06/13/2025
We apologize for the inconvenience, we have done our best to reach out to a fair resolution, we processed the refund portion needed to match the initial offer, and we have received the glasses, notification was sent since May 31st. Please stop by our store picking up the glasses, if more information is needed feel free to approach.
Initial Complaint
Date:05/19/2025
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Poor service and quality of eyeglasses
Business Response
Date: 05/19/2025
We're very sorry to hear about your experience and appreciate you bringing this to our attention. At Stanton Optical, we strive to provide both excellent service and high-quality eyewear, and its clear we missed the **** in your case.
We would like the opportunity to make things right. Please contact our **************** team at ************** or via email at ****************************************** with your order details so we can further review your concerns and work toward a resolution.
Initial Complaint
Date:05/16/2025
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.
Stanton Optical advertises a free eye exam and two pairs of glasses for $79. I have seen these advertisments on television, email and it is printed in large letters on the windows of the stores. I specifically asked for the eye exam and 2 pairs of glasses for $79 when I entered the store. It took several hours to wait for the completion of the eye exam. When that was complete, I was told that the advertised $79 special is no longer available and I would be charged $198. I asked why I was not told this when I first asked for this service. They would not answer that and said I owe them $198. This is a total case of false advertising or this is a scam being run out of the *****, ** location.
Business Response
Date: 05/17/2025
Thank you for bringing this to our attention, and please accept our sincerest apologies for your recent experience at our *****, ** location.
We understand how frustrating it must have been to expect a clearly advertised promotion, only to be presented with different pricing after a long wait. This is certainly not the level of transparency or service we strive to provide, and were truly sorry for the inconvenience and confusion this caused.
We take concerns like yours seriously and are currently reviewing what happened at the store to ensure accurate and consistent communication around our promotions. We appreciate your feedback, as it helps us identify areas where we can improve. One of our team members will be reaching out real soon.
Business Response
Date: 05/19/2025
Thank you for reaching out and sharing your experience. We understand your concerns regarding the 2 pairs for $79 promotion and appreciate the opportunity to clarify.
The $79 promotion includes two frames from our blue tag collection and standard plastic lenses, along with a free eye exam and standard anti-glare coating. However, during your visit, it was determined that you required additional features or upgradessuch as lens enhancements or frame selections outside of the promotionwhich are not included in the base $79 package.
Our team explained these add-ons and the corresponding costs, but we completely understand how pricing can feel confusing when expectations dont match the final total. Our goal is always to provide clear and helpful guidance so you can make the best choice for your vision needs and budget.
We truly value your feedback, and wed love another opportunity to make this right or clarify anything further. Please feel free to contact our **************** Team
Customer Answer
Date: 05/20/2025

Complaint: 23337184

I am rejecting this response because:

The store manager called and repeatedly told me I did not understand their communication. I clearly understood every word that was discussed. I work in sales negotiations for very large orders everyday. I remember all communications.

Before i left the store, I told them I would be filing a complaint for false advertisement.

They still would not lower the price from $148.00 plus tax. There was no discussion of "options" other than the MANDATORY UV protection. Which is why both the manager and the other employee repeatedly said the advertised $79 option is no longer available. They lowered their price from $198.00 by removing a $50 warranty i was not told about and did not ask for.
During the call from the store manager, she told me I can come in for the 2 pair for $79 same day glasses. I picked the exact same frames they claim were not offered for this deal. The exact same lenses were chosen but without UV protection. This was going to be sold for $79.00. Unfortunately they could not honor the same day service that is more than clearly advertised. I was told it would take 2 weeks. My new trifocals will be in before that, and again a useless option for me.
I live in a rural area and driving to this store is very inconvenient. I used my lunch time and PTO to make the trip on Monday. I was clearly told in the phone call, from the manager, they would honor the 2 pairs for $79.00 same day pickup. Which again was not honored. I was told by the manager "Well I tried".
I wonder how many other customers have been robbed by the lies being told at this store. I wonder how many other stores tell the same lies.
Being told in person on Monday and on the phone that I did not understand what was being said is extremely rude. However, if that was the case that is not how talk to a customer. That was certainly not the case and for these employees to continue the lies is quite unbelievable.

Sincerely,

*** Test
Business Response
Date: 06/11/2025
We sincerely apologize that our message regarding your order and our special offer did not reach you in time. We understand that you've already picked up your SP trifocal glasses, and we're glad you have them! Should you have more questions, please don't hesitate to reach out.
Initial Complaint
Date:05/08/2025
Type:Delivery 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.
(Complaint Regarding Order Number: 137246596)I went for an eye exam and to purchase new glasses on 03/15/2025. My prescription requires specialized attention, so I was expecting the 2 week wait that I was told there would be. On 04/01/25, I received email, text and direct phone call notification that my glasses were ready. I DID NOT RECEIVE ANY OTHER COMMUNICATION FROM THE STORE. I was not able to get there m until 04/05/25 and I was absolutely shocked and unhappy to discover that:A) ONLY MY LENSES HAD BEEN SHIPPED B) THE STORE MANAGER KNEW THAT WAS THE **** BEFORE END OF BUSINESS ON 04/01/25 C) THE FRAMES STILL HAD NOT BEEN ORDERED The manager gave me an explanation of the warehouse not answering her email (SINGULAR) about the frames and she was going to just CALL and order them for me that day. I was told that the frames would be there within 3 business days - which at that point would have been 04/09/25-04/10/25.On 04/09/25 I called to inquire about the frame's status, so I could arrange transportation for myself. The frames STILL had not been ordered... I did eventually get them, on 04/14/25 - 2 weeks late and with THE WORST customer service and communication I have EVER ************** should also be noted that I paid for the insurance on the frames and lenses, which turned out to be a REALLY good thing because the arms were so brittle that they snapped right off 2 weeks after receipt. It has been just about 3 weeks since we asked them to order new frames and they are nowhere and we have received zero communication.
Business Response
Date: 05/13/2025
We sincerely apologize for the delays and lack of communication you experienced with your glasses order. You were right to expect better service, and we regret the frustration this caused especially with the frames not being ordered on time, the poor follow-up, and the quality issue you later faced.
This situation does not reflect our standards, and were addressing it internally to prevent similar issues in the future. If your replacement frames have still not arrived or you need further assistance, were committed to resolving it promptly. One of our team members will reach out soon.
Customer Answer
Date: 05/28/2025

Complaint: 23304292

I am rejecting this response because: I did eventually get my replacement frames... 3 weeks and several phone calls after I requested them. The day that I got them, I had called and the manager had no record of me needing replacement frames at all. It took her a couple of hours of sleuthing around to confirm that I did indeed need replacement frames... And discover that they were right there. To her credit, she didn't make any excuses when she called me to say I could come get them, but she also didn't provide me with any answers either.
And now, here I am just a couple of weeks into the SECOND pair of this same frame and I've got to go back to Stanton because one of the arms is about to snap off. These frames are absolute garbage, and I WILL be asking for either a refund of the purchase price of my frames and lenses (minus the eye exam fee) and a physical copy of a universally-acceptable/accepted copy of my eye exam Rx OR that I be allowed to select NEW, STURDIER frames and get my prescription ordered in THOSE frames **AT NO ADDITIONAL COST TO ME** --AND -- WITH the insurance coverage I've already paid for transferring over.

Sincerely,

******* ******
Customer Answer
Date: 06/03/2025
Regarding Complaint ID: *************
I rejected the initial response from Stanton Optical on 05/28/25, and have not received any follow-up from the business since. They not only asked me to reach out if I needed more assistance, they promised that I would be receiving a phone call from a Representative to help solve my issue, and I have not received any response to my further complaints nor any phone calls to assist me in getting better glasses on my face. I tried to call ************** but THEY haven't got any power to do anything except read a script and be condescending as he**. I really don't know how to get any assistance with this other than to become a spectacle at the store itself, which I don't WANT to do, but... Can y'all help???
Business Response
Date: 06/13/2025
Thank you for bringing this to our attention. We understand your concerns and want to resolve this as quickly as possible.
Please note that weve made multiple attempts to contact you using the number we have on file *************), and weve also left several voicemails asking you to call us back.
At this time, we havent heard back from you. To help us move forward and assist you properly, please give us a call at ************ at your earliest convenience.
We look forward to speaking with you and getting this resolved.
Customer Answer
Date: 06/16/2025

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 up to this point. They have offered to remake my glasses in a sturdier frame at no cost. Additionally, the manager was very caring and very on top of things. I'm not sure why we initially had communication issues, but we got them resolved. Hopefully the new glasses will get on time and will be great quality. I think THIS time it will be good!

Sincerely,

******* ******
Initial Complaint
Date:05/07/2025
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.
I went to Stanton Optical for a Vision Exam on 4/30/25, vision exam was with ************** and ****************************************** ************* that is in the same business as Stanton. Eye check was completed, was told before and after by Stanton staff, that the eye exam itself (since they do not accept Eyemed Vision insurance) I would get a discount on eye exam and the cost would be $50.00 for exam. I was charged $115.00 for the exam itself, not the $50.00 as told it would be. I know my optical insurance would cover one pair of glassed (Frames, lenses, etc) I wanted to ustilize my optical benefits elesewhere, But did purchase out of pocket for prescription sunglasses. I was charged $115.00 for exam, not $50.00. Also got the prescription, so I could utilize my eye benefits on glasses elsewhere.I went to a ******* vision center to choose glasses, turned out ALL vision centers is now mandated that pateints eye prescription have thier address on the prescription for them to verify patients address to insurance informaiton, that all vision places require that. I, along with another patient could not get glasses, that day due to Stanton and doctor not putting address. Vision center called stanton, two hours before they closed. They said they'd send it the next day on 5/6/25. Leaving us without being bale to get glasses. Nothing was sent I called stanton 5/6/25 and customer service transfered call to ******************** Manager *****. Explained need prescription w address. He was rude, would not let me explain what was needed, he said that was outside of his job responsibilities, and He hung up on me, I called back. He said he'd talk to docotor, but not his responsiibility. How are patients supposed to get glasses and use benefits if they will not do what is needed? Just because Stanton does not take my insurance does not mean I cant get glasses elsewhere. Stanton customer service will not help, ********************** themselves wont help, how am I to get glasses or doctors info for their doctor?.
Business Response
Date: 05/07/2025
Please accept our sincere apologies for the negative experience you encountered during your visit to our Stanton Optical location on April 30, 2025. We have reviewed your complaint submitted and we are concerned to hear about the issues you faced regarding the cost of your vision exam and the difficulties in obtaining your complete prescription.
We regret to learn of the discrepancy between the quoted price of $50.00 for your vision exam by our staff and the $115.00 you were charged. We are currently reviewing this discrepancy internally to understand why this miscommunication occurred and will take appropriate steps to address it within
Customer Answer
Date: 05/08/2025

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,

****** ***
Customer Answer
Date: 05/08/2025
I appreciate Stanton looking into the price difference of what was told, to what was billed and paid. Also, ***** the manager, horrible customer service needs to be addressed. I called customer service, was transferred to *****. He would not listen as to what was needed- my address on the prescription. He would not let me tell what was needed. He was rude, told me that is not his job to do. That I needed to call customer service, he would not let me tell him that is whom transferred me to him. I asked how are patients supposed to get the glasses they need, and be able to utilize their optical benefits, if they nor the doctors could put the address on the prescription for patients to get glasses elsewhere, and utilize their optical benefits since they do not take ***************** I pay for my benefits, I should be able to utilize them. I was upset, because he kept saying its not his job, he would not let me explain what was needed, and he hung up on me. I called back, it is sad his customer service skills and communication skills are way off. Patients should not get the run around, patients should be able to advocate and be listen to. I asked him for the doctors office that is attached to stanton's number, ***** would not even give that information.
Customer Answer
Date: 05/08/2025
How can this be marked resolved, when it is not resolved? They are looking into the price dispute, and customer service. Nothing has been agreed upon or officially resolved? How can this be closed? Makes no sense. Big issue's here for the BBB to close the case.
Customer Answer
Date: 05/08/2025
This was closed, it should not have been closed, it was not resolved! They are looking into the payment descrepency, meaning it was not resolved! Plus the customer service is horrible, and that was not addressed either! How can this business treat customer horribly, not hold up their end of the things, and you close this before it was ever resolved. Just then looking into the issue does not mean it is resolved.
Initial Complaint
Date:05/05/2025
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.
4/23/25 Stanton Optical has advertised that they have same day glasses. The most important thing in making my decision to go there. Almost 2 weeks later and still no glasses. False advertisement. I have screenshot from their website that say 30 minute glasses. And walk in get an exam and walk out with glasses
Business Response
Date: 05/07/2025
Hello Mr. ******************** style="font-size: 0.875rem;">
We're truly sorry for the frustration this delay has caused. We understand how important it was for you to receive your glasses the same day, especially given the expectations set by our advertisement.
Please know that this is not the experience we aim to provide, and we sincerely apologize for the inconvenience. Were currently reviewing your case and will be reaching out to you shortly with an update and resolution.
Initial Complaint
Date:04/24/2025
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 ordered two pairs of glasses in January 2025 and went to pick them up in late January 2025. When I picked them up neither pair was as I ordered, I refused the glasses. Stanton Optical refunded the amount I paid promptly. My insurance (VSP) sent a check to Stanton in early February. To date, VSP has not received the $130.00 they paid Stanton Optical. I have contacted Stanton Optical and spoken with several different people. They all tell me they need 48 hours to research. No one ever calls me back. Until they return the $130.00 I cannot get my benefit restored so I can get new glasses. I'm hoping you will be able to help me.
Business Response
Date: 04/25/2025
We truly apologize for the delays and the frustration this situation has caused you. We want to confirm that weve sent a detailed email to you with documentation to help move things forward with VSP. This includes copies of the checks that were issuedone originally sent on 02/14, which was not cashed by VSP, and a second replacement check that was issued on 04/23.
The tracking number for the new check is **********************, and you can use this to monitor its status. We also gave you a call to make sure you received the email and could access the information. We're glad we were able to connect and appreciate your willingness to follow up with VSP on your end as well.
Please dont hesitate to reach out if you need anything elsewere here to support you until this is fully resolved.
Initial Complaint
Date:04/24/2025
Type:Delivery 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 ordered eye glasses from Stanton Optical (formerly eyetx optical/ office no. 1147 ) on 3-27-2025 (order number ********) and had not received them by today 4-24-2025. I drove to the office to inquire where they are. It turns out they have been there for several weeks sitting on a shelf. Anyway, at this point they said it just came in today and disappeared into the office and came out with the glasses and a notation I was notified minutes earlier by my cell and a email. That would not be possible because my cell was in my pocket and the email was time dated at the time I was sitting there. My problem is I don't feel confident to use them again (my optometrist of three decades sold his practice to Stanton but still works there) until the office manager/staff receive additional training on how to run a professional practice.
Business Response
Date: 04/25/2025
We sincerely apologize for the experience you had and appreciate you taking the time to share your feedback. We understand how frustrating it must have been to discover that your glasses had been ready for some time without proper notification, and we regret the confusion that occurred during your visit. A team member will be reaching out soon.
Business Response
Date: 04/25/2025
We're very sorry to hear about your recent experience, and we truly understand how frustrating it must have been for you. However, we kindly want to clarify that our records show your last visit with Stanton Optical was back in 2020, and we are not affiliated with EyeTx Optical. It's possible there was some confusion due to changes in location or business names in your area, but we want to make sure you're assisted by the correct provider.
If there's ever anything we can help with regarding your past visit with us, feel free to reach outwere here to help. Thank you for bringing this to our attention, and we hope your current concerns are resolved quickly with the appropriate office.
Customer Answer
Date: 04/25/2025

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. The company involved was Acuity Optical ... I apologize. I have actually used your store on I35 and found it to be top notch in all regards.

Sincerely,

J ****** ******

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Stanton Optical is NOT a BBB Accredited Business.