Business Profile

Optical Goods

Optical Outlets

This business is NOT BBB Accredited.

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Complaints

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

Customer Complaints Summary

23 total complaints in the last 3 years.
9 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:07/17/2025
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.
Has not contacted me at all since my eye exam about my eyeglasses completely just took $165 that I paid for and has not been in contact with me since said they would and have not I have tried to contact them and they have not gotten back to me the one time that they did get back to me they told me it's going to be ready a week after my exam but that's cool like I said they sit there and they lie to me to my face every time they try to stack up my glasses with as much money as they can so that way I'll pay the highest price for it the eye doctor has not helped me at all he quickly rushed me in and rushed me out he didn't even take his time he said I had no health issues but my eyes have been killing me and then the lady at the front desk said I have 20/20 after correction what do you mean what do you mean but that's cool that's cool like I said they can sit there and they lie on an autistic boy and everything and they don't want to try to send their service to me and nothing but they'll sit there and they'll take my money.
Business Response
Date: 07/17/2025
Hello Ranoldo,
We apologize for any troubles you have experienced visiting our practice. We assure we want to provide the best customer service for all of our patients. Looking at the details of the order you placed an order for one pair of custom eyeglasses on July 3rd. Despite the Holiday the glasses were received in office and the phone number you recorded on the intake form was notified successfully on July 12th. The glasses are currently in office and ready for you to pick up at your earliest convenience. We are more than happy to help please communicate via the office staff if you have any questions or concerns at time of pick up.
Initial Complaint
Date:07/14/2025
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Last year in September my husband and I both paid for eye exam, contact lens fitting, as well as us both buying glasses there. Unfortunately we did not buy contact lenses because the ones they had did not fit correctly for either of us. We tried multiple contact lenses but none fit our eye correctly. New contact lenses were ordered but we had not stopped by the office to try on the new contact sample. I visited the location today and asked if the samples could be ordered again so we can try them. I was told they couldnt because its close to the year ***** We paid for contact exam and fitting, however, we dont have a fitting actually finalized because the lenses we did try on did not fit properly. The year **** would be in September, so we are well before and new contact samples should be sent because as it is what we paid for we did not receive. Our contact prescription was finalized listing some contacts that we did not even try as our contact prescription. I understand the contact exam was performed, however, the fitting was not completed and was still I progress. Therefore, the office should either refund us partially for the fitting or complete the fitting so we can actually receive the service we paid for. The fittings that did take place for both mine and my husbands contact lenses clearly showed that they did not fit our eye correctly, hence why new samples were ordered for us to try.
Business Response
Date: 07/14/2025
To ensure that contact lenses do not expire while waiting for pickup, any orders not collected within 90 days are returned to the manufacturer. At this time, we are in the process of reordering the trial lenses and will contact you once they arrive so we can complete your contact lens fitting.
Customer Answer
Date: 07/14/2025

Complaint: 23597229

I am rejecting this response because: I want to make sure my husband's sample contact lenses are also ordered so he can also be fitted for them. I understand that after a period of time if contact lenses are not picked up then they are returned to the manufacturer, this is understandable. However, since the service was still paid for and none of the contact lenses tried fit properly, the service is still incomplete and new contact lenses would need to be tried to make sure they fit correctly. Therefore, it was unreasonable when this location's employee denied a refund or to have the sample contact lenses reordered so they could be properly fitted. I am attaching his invoice as well for reference since he also paid for this service and he would need to be fitted for the contact lenses as well. Thank you.

Sincerely,

******* *********
Business Response
Date: 07/15/2025
We apologize if our previous message was unclear. Trials have been ordered for both you and your husband. Additionally, our office manager will be reaching out again today to discuss the next steps toward a resolution. This will include another consultation with the doctor to ensure we provide the correct contact lenses for your needs.
Thank you for your patience.
Customer Answer
Date: 07/22/2025

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I will wait for their call regarding the arrival of the trial lenses for fitting. Thank you.

Sincerely,

******* *********
Initial Complaint
Date:06/05/2025
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 bought this glasses on December 12 2024, they cost ****** ,last week I notices that something was wrong ,antiglare is crack ,I took them to the Optical Outlet on *********************************** and they said that there is nothing that they can do ,they only have 5 months , the problem is the job that they did ,I took good care ,they were really expensive.
Business Response
Date: 06/20/2025
Thank you for bringing this to our attention. The store manager is reaching out to you and will be assisting in getting this matter resolved.
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.

Sincerely,

******* ********
Initial Complaint
Date:04/07/2025
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.
On March 13th of 2025, I went into the optical outlets location that I have been going to for years, this is the location on US 41, by the ***********. Ive never received superb customer service here however that day I ordered 3 pairs of glasses for myself which totaled to be around $115. About two weeks later I recieved my glasses, when i got home I quickly realized every single pair is extremely crooked, they do not sit straight on a flat surface at all, moreover they look even more ridiculous when I wear them. I live far from this location so when I had the time, I drove forty minutes to get them adjusted, less than a week after receiving them. The older woman brought them to her office and about ten minutes later said she fixed them & that they look straight when I wore them. This was far from true. They appeared the exact same, with the same level of crookedness to each one. I was frustrated because I had spent time out of my day to get them fixed & nothing was done. About 4 days after that I brought them to the location in ******, much closer to my home. Same story here, I was told they looked fine after the young lady adjusted them, however- again, this was far from true. I got in my car, placed each of them on a flat ************** were all EXACTLY the same. At this point I dont want to waste anymore of my time, I fear that going back for adjustments is simply wasting my time as every single time now, nothing has been done. I request that I receive new glasses that are correctly adjusted, because clearly the glasses I was given, are faulty & crooked. I cannot wear them in public without feeling silly and the pressure on my head from uneven glasses is another issue on its own. Truly disappointing as Ive never had this kind of issue before.
Business Response
Date: 04/10/2025
We are very sorry to hear of your experience. We noticed you live closer to our southern location. Please stop into whatever location is most convenient for you and we will make this right. We need to see what is going on to ensure that it will not occur again.
Initial Complaint
Date:02/11/2025
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.
After my young son (under 6) failed the school vision test, he was referred to an opthalmologist and informed that he must wear glasses full-time. Our PCP advised me that Optical Outlets ********** was in-network with our insurance, so I brought the prescription there to obtain the glasses. After my son chose 2 pairs of frames, I was instructed by office staff to return during specific hours once the glasses arrived because the doctor would have to make any adjustments due to my son's ****** pick-up time, a tech set the glasses on my son's face and said, "Those feel good, right?" My poor son nodded in confusion: he has never worn glasses before. We were then dismissed and sent home. No time or attention was devoted to my son in making sure his glasses fit by any staff member. In fact, not one employee seemed to care, and never once asked him how clear his vision was after putting them on.Last week (01/29/2025), my son's teacher called me concerned about his inability to concentration, dizziness, headaches, and severe behavioral changes. My son told her the board was harder to see with the glasses on than off. I brought him back to the prescribing opthalmologist and was told to bring the glasses for testing.The doctor informed me that one of the lenses was wrong not my son's prescription. The other lens' occular center was off by 7 degrees. My son has severe astigmatism in both eyes and cannot see far away. He truly could not see, and certainly didn't know how to tell us. Their negligence caused my son academic, emotional, and physical harm. Falling behind in school decreased his confidence, and has now has to see a counselor. The accidents and falls he endured caused soft tissue injuries, including sprained ankles.Since his insurance benefits were used, I had to purchase my son glasses for $381.09 from the original opthalmologist. I should receive a refund for the glasses I purchased out-of-pocket. I am consulting a personal injury attorney tomorrow. **********.
Business Response
Date: 02/11/2025
I spoke to patient today and listened to all of her concerns. We agreed that we would provide her and her son with new glasses at no charge. She will get one pair and her son two pair. She will be in the office to see the manager to choose frames soon.
Initial Complaint
Date:02/04/2025
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.
For some reason the optometrist at the ********* office doesn't want to work the full office hours and apparently they don't make them do anything they're up until 6:00 on Friday and apparently they decide when they want to work
Business Response
Date: 02/04/2025
I did speak with this customer. we took care of his needs and scheduled an appointment for him. we have locations that has ** that works late and on Saturdays. we appreciate you giving us the opportunity to assist you.
Initial Complaint
Date:01/30/2025
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Visited store 11/21/24 for eye exam, I was not happy with the glasses and requested a refund for $25 I paid cash $40 for the exam and the glasses. I have called the store several times first response was that it can take up to 3 months, I kept calling and no answer after 30min holding.they said a check will be mailed, it has been more than 2 months and did not get a check
Business Response
Date: 01/30/2025
Good Afternoon,
Since customer claimed he never received a refund check, I have resubmitted this refund request to our **************** in **********. The refund check will be mailed to the Holiday address the patient provided within the next two weeks. Please contact me directly if it is not received at my number listed below.
Best Regards,
Schedar ******
District Manager
*************************
Customer Answer
Date: 02/17/2025

Complaint: 22877798

I am rejecting this response because: Never been resolved, the company did not send me a check yet

Sincerely,

***** ******
Business Response
Date: 02/17/2025
Good afternoon,
Our records indicate this check was mailed from our **************** in ********** on 2/12/25. As previously stated, the refund check will be mailed to the Holiday address the patient provided. Please contact me directly if it is not received at my number listed below.
Best Regards,
Schedar ******
District Manager
*************************
Customer Answer
Date: 02/25/2025

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.

Sincerely,

***** ******
Initial Complaint
Date:01/07/2025
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.
Initial exam was 11/26/24. 12/06/24 I went to pick up. Right lens on both pairs were distorted. I was told I had to schedule a re-exam with the **. ** 12/09/24 I did the re-exam.. He said the right lenses on both pairs were completely distorted but did not correct the prescription. . He said he would send ** back to the lab to have it corrected and someone would get in to ** 12/19/24 I called for status of glasses. No one had an answer and was told they would check with the lab. After 3 hours I called back and was told the glasses weren't ready. I asked if the glasses were actually sent back to the lab on 12/10/24 or just now being sent out. Supposedly sent out on 12/10/24. ** 12/30/24 I called and the automated machine said no such customer phone number was found. I went to Optical Outlet to find out what was going on and get the status of the glasses. The associate found one pair for distance. Nothing was changed on the right lens prescription. The associate never offered to check the lens, she was the only employee working at that time and the ** wasn't in. I requested a refund and was told they don't give refunds. I had to speak with the manager the following day. 12/31/24 I went back and spoke with the manager, ****** ******. *** said I had 3 options: have the lab redo the lens sphere ( but she didn't think they would still be correct), do a re-exam with the **., or get a refund. I told her the ** told me to see him when my glasses came back. ****** refused to interrupt the **. *** said my conversation was said verbally between me and the ** and he was booked that day. The optomologist exam was not accurate. He didn't correct the prescription for the lab. *** told me refund would be credited back by Friday 01/03/25. *** had to get approval from the Senior District Manager ***** ******. As of today 01/07/25 no credit was submitted.
Business Response
Date: 01/09/2025
Patient was refunded on 12/31 $134.88 was refunded back to her card. Receipt of this transaction available for patient if she contacts the office.
Initial Complaint
Date:11/11/2024
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.
The eye Dr. ** ******************************** ************* totally messed up my eye glass prescription. Also I needed a cataracts examination and needed a referral sent over. I waited for months for the office to call me for a evaluation. I just found out that the referral was never sent to the cataracts doctor. This is unacceptable. I also have heard from several people that this eye doctor messed their prescription also.
Business Response
Date: 11/11/2024
Hi ***** . I am sorry you are having issues with your glasses. Please go back to the location and we will be very happy to take care of any and all issues you may have.
Customer Answer
Date: 11/11/2024

Complaint: 22531160

I am rejecting this response because:
Optical outlets did not send my referral to the cataract surgeon. My glasses were not right. I went to another doctor and got another eye exam and new script. I can,accept a bad eye exam but to NOT send in the referral for cataract surgery was unacceptable. Plus your eye doctor is rude and gave me misinformation about my eyes. I will not ever let her examine my eye ever again. I have also heard multiple people say she messed up their eyes. What does it take to see she is incompetent.

***** *****
Initial Complaint
Date:07/02/2024
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.
Purchased new pair of glasses on 6/19/24. Received glasses on 6/24/24 and left the store. Vision not clear. After close examination, lenses discovered to be rotated. Progressive horizontal indicators obviously not horizontal, slant is the same on each lens. Most likely cause, frames not placed in tracer correctly. I know what I'm talking about; I used to run an optical lab. I made 10s of thousand pairs of glasses. Had glasses examined at my eye doctor's ******* the licensed optician there concurred that the lenses are rotated. Returned to place of purchase. "Manager" (same person who sold me the glasses) determined nothing to be wrong with glasses, refused to remake. While looking at the invoice to get the order number just now, I noticed I was charged $35 for "eyeglass protection plan". I was never asked about this, nor agreed to this, nor would have agreed to this had I been asked. Before seeing this $35 charge I just wanted what I paid for. Now, I want a full refund. I will return the glasses to the store upon receiving said refund.
Business Response
Date: 07/05/2024
******************* visited the office on 6/24 to pick up his glasses. Before leaving the office, he stated the lenses were crooked in the frame. Another associate was working with ******************* so she referred him to the manager for further assistance. The manager did note the frame was crooked and adjusted the frame, however she could not see the issue ******************* was describing. At this time the manager requested ******************* sit down with her to further understand the issue he was having, which he refused and instead aggressively shoved his glasses back into the case and yelled "so you aren't going to remake them?" while walking away. The manager told ******************* she would remake them and just needed more detail on the issue, however ******************* left with the glasses and refused to speak with anyone else about the issue.
If ******************* desires a refund, he must bring the glasses back at which time we will process the refund before he leaves the office.

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Optical Outlets is NOT a BBB Accredited Business.