ComplaintsforEyeglass World

• Initial Complaint

  04/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a pair of Transitional glasses on November 11, 2022 from Eyeglass World in ******, **.For the past few months, I realized that there seemed to be a "fog" when I put my glasses on, indoors. I thought I was suffering from the beginnings of cataracts. Now I realize it is actually the lenses themselves that have prematurely failed and are defective. They appeared to have yellowed. I pulled my old transition glasses out and they are CLEAR! I brought both pair into the store for comparison. I was told by the store manager that my lenses were not going back to clear. I consider the transition process on the lenses to be defective.

  Business response

  04/09/2024

  Dear Customer Relations Representative,
  
  *************** to the BBB Consumer Complaint #********, filed by *********************************. I do apologize for any issues ********************** may have experienced at our ******, ** location.
  
  I have looked over ************************** account, as well as *** addressed her concerns with management at the store. Ms. ********** glasses were purchased on 11/11/2022. She also purchased a 1-year warranty on the glasses. Unfortunately, the warranty did expire on 11/11/2023. Additionally, transition lenses do darken over time and because this is a known quality of transition lenses, this would not be considered a manufacturer defect. At this time, we will not be able to remake ************************** lenses at no charge. I do apologize for any inconvenience.
  
  Please be advised this complaint has been received and documented here at our corporate office, where it will remain on file. Once again, I do apologize and if I can be of further assistance, please feel free to contact me.
  
  Sincerely,
  
  *********
  Customer Care
  

  Customer response

  04/09/2024

   
  Complaint: 21526191
  
  I am rejecting this response because:

  I agree that I purchased the one-year protection. I do understand, from resources, that transitional lenses have a life span of three years. 

  When they fail, they take on a yellowish tint, which is actually what is happening with my lenses. It is not the original transition tint. 

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

  Business response

  04/09/2024

  Dear Customer Relations Representative,

  *************** to the BBB Consumer Complaint #********, filed by *********************************.
  

  I have spoken to the manager ***** at the ********** vision center. She has looked into ************************** account and, as a one-time customer service courtesy, she has authorized a remake of the patient's glasses. ********************** would need to visit the ********** vision center and provide the manager with the eyewear she wishes to have replaced. ***** is aware of the situation and would be happy to assist with this remake; she is available in the store on Tuesdays, Wednesdays, and Thursdays.

  If I can be of further assistance, please feel free to contact me.

  Thank you,

  *********
  Customer Care
  

  Customer response

  04/09/2024

   
  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

  03/29/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I am a Senior Citizen who has worn glasses since ************** I have never encountered such malarkey as this in all my days!!!. I feel scammed and do not wish this to happento anyone else so I am reporting this occurence to the BBB. Upon picking up 2 sets of glasses I noted that name and address were wrong on paperwork accompanying the 2 pairs of eye glasses paid for in full at Eyeglass World *********** Westside store. My RX, which I gave to them, has my correct name and info on it. i am unable to read fine print with either set of glasses. Eyeglass World was unable to explain to me why the client name and address on the glasses is wrong and not mine. I expressed concern that I might have this persons RX instead of my own since I cannot read with either set of glasses. I bought the lens protection plan for both sets yet they refused to express any concern about my inability to see through their lens or offer to correct the problem. They are blaming my doctor who think that they are just passing the buck to keep my money and not work with me to get me into the correct presciption. I was dismissed from the Eyeglass World Westside Store with NO resolution with these 2 sets of defunct eye glasses. They demeaned me (3 workers joined in the **** caused by ******** who pretended to be the store manager.I have learned that she is the AM and ********* is actually the store manager there..UGGH..I canr believe I gave money to these liars) They treated me poorly humiliating me infromt of shoppers in the store who looked concerned for me) their insults and errors just got deeper and deeper until I had to leave to protect my brain from their ugliness.. I was taught that shaming was a decoy for not wanting to deal with something professionally. I do not agree with this type of business conduct. I feel that I was scammed out of $743.42 which prompted me to post to protect others from this type of unethical business practice of EyeGlass World employees (******, *******, and *********) to avid making good on a purchased product.. is it too much to ask to giv a client wat they paid for??? I need to be into a pair pf functional glasses with my name and address and my RX. Not someone else's Rx. And I do no wish to subject myself to th kind of elder abuse. I need to see and I have paid this company in full for that privilege of sight. Eyeglass World has left me blind and in an old eye glass prescription that is not what I should be wearing. Thats not right. Thank you

  Business response

  04/03/2024

  Dear Customer Relations Representative:
  

  
  In response to the Better Business Bureau complaint filed by *******************************,BBB complaint ID# ********, we do regret any prescription and /or customer service concerns ************************** has encountered at our ***********, **- **********. vision center location.
  
  According to our records the customer took her prescription into the ********************** center and ordered eyeglasses on 12/28/2023. This was an outside prescription, and her eyeglass order was filled accordingly. We offer 30 days from the purchase date to address any prescription concerns and our records dont show any concerns regarding this matter until ************************** visited the vision center last week.
  
  
  We have addressed Ms.************ concerns with the vision center manager, *********, and she has attempted to contact ************************** twice to discuss her concerns; she hasnt been able to reach ************************** as of yet.If ************************** would like the manager to assist her, she may contact *********, or revisit the vision center when the manager is present to discuss her concerns with her.  
  
  We value Ms. ************ business, and we thank her for her feedback regarding her experience in our store. If ************************* has any further questions or concerns after she speaks with the manager, she is welcome to contact ************* at: **************.
  
  Thank you for your time and mediation.
   
  
  
  
  Violet
  *************
  **********************

• Initial Complaint

  03/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Two separate lenses were made; first set incorrect upon examination by my opthomologist and were remade. Second pair took 2 weeks and during a physical exam by an MD, lenses again were rated as incorrect. Having had many glasses in my 80 years, I have had problems never before experienced by me; My vision remains alternately good then bad. Had to resort to my previous glasses which have not given me any problems even though it is obvious that I do need the newly-prescribed lenses but correctly made this time.

  Business response

  03/26/2024

  Dear Customer Relations Representative:
  
  In response to the Better Business Bureau complaint filed by ***************************,BBB complaint ID# ********, we do regret any order/prescription problems ***************** has encountered with her eyeglass lenses.
  
  At this time, we show that management has once again reordered Ms. ******** lenses on 03/23/2024 and they are in process of being remade for her at our laboratory. It is our sincere hope that the lenses will be created to the customer's satisfaction this time.
  
  We greatly value Mrs. ******** business, and we thank her for her feedback regarding her experience in our store. If ******************* has any further questions or concerns, she is welcome to contact ************* at:**************.
  
  Thank you for your time and mediation.
   
  Violet
  *************
  Americas Best Contacts & Eyeglasses

• Initial Complaint

  02/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought two pairs of glasses from EyegLass World, one pair was free. The glasses hurt my nose and behind my ears so I returned them and asked Eyeglass if they would but my perscription into my old frames. They said yes and would provide me with a refund for the two glasses I previous bought in the amount of $589.00 dollars. In the meantime, my husband passed away. When I returned for my glasses on 1/23/2024 I was issued a refund for $589.00 on my new credit card as my account was cancelled when my husband died. However, the manager changed my new credit card number to the my husbands credit card. Thus issueing a refund to a deceased person. I called and explained this to the manager, but she said she could only give credit to the original card and it was the banks problem, not hers. This was so disrespectful and hurtful to me. You need to train you people better. The manager never called me back to say if anything was resolved on her end.

  Business response

  02/09/2024

  Dear Customer Relations Representative:
  

  
  In response to the Better Business Bureau complaint filed by *********************************;complaint ID ********. We sincerely apologize for any misunderstandings and difficulties ************************************** has incurred as we assure her that our goal is to provide the best customer service we have to offer.
  According to our records Mrs. ********** 12/23/2023 purchase was refunded back to the original form of payment (card ending in ****) on 01/23/2023.While we do regret any inconvenience, this is our normal protocol for processing refunds. We would like to ask *********************** to confirm if she has received her refund as of yet? If not,has she disputed this with her credit card company? We look forward to Mrs. ********** response and we thank her for allowing us to service her eyewear needs.
  
  Thank you for your time and mediation.
  

  Violet
  Customer Care
  **********************

  Customer response

  02/10/2024

   
  Complaint: 21260919
  
  I am rejecting this response because: although I agree that I used the credit card ending in ****, which was my husband's card, he  died on Dec. 15, 2023. At the time that credit card was still good, however, Once my bank, Navy ******************** was informed of my husband's passing they cancelled that card because my husband was the owner of the account and I was a authorized user. The bank issued me a new credit card ending in ****. I had given her employee, *****, my new credit card and the manager, **** said it was fine to credit to that card. How the credit was issued to the old card, when that was not the one I provided to ***** is unclear to me.  The manager is refusing the active card and insists that she has to credit the original card, that is no longer active. But I have to stress, that I know of no one that would credit a charge to a deceased person. It is insane to think that is the policy of Eyeglass World. 

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

  Business response

  02/13/2024

  Dear Customer Relations Representative:
  
  We truly regret any inconveniences *********************** has incurred; however, the vision center manager processed the refund according to our refund protocol. Once again,we ask that *********************** please confirm if she has received her refund as of yet in the account the refund was pair for? If not, has she disputed this with her credit card company/bank?
  If she prefers to contact me directly to discuss her refund concerns, she may contact ************* at: **************. We look forward to Mrs. ********** response and we thank her for allowing us to service her eyewear needs. 
  
  Thank you for your time and mediation.
  

   

  Violet
  *************
  **********************

• Initial Complaint

  01/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  El da 13 de enero **** a visin center (dentro de ******** ******* ** con una cita previa an examen se visin das antes haban revisado mi aseguranza a lo cual me corresponda un pago de 10 dls mismos q se me dijo antes del examen , saliendo del examen se me cobran 40 dls los cuales me obligan a pagar incumpliendo ******* lo acordado y tuve q pagar a la hora de pedir mi receta se me ofrecan unos contactos a un precio exagerado y abusivo le dije que solo quera mi receta la cual se negaron a darmela hasta llegados unos lentes de contacto que me **** q probar pues bien me retiro y das ms ***** con insistentes llamadas me dicen que no existe mi visita que no hay ni rastro q yo haya estado ah y pues sin poder hacer ****

  Business response

  02/01/2024

  Dear Customer Relations Representative:

  In response to the Better Business Bureau complaint filed by *********************************, complaint ID# ********, we do regret any customer service concerns ***************** has incurred. ****************** visited our vision center located inside of ******* at: ********************************************************************
  

  We truly apologize for the poor service, and we assure her that her concerns have been addressed by management. Our offices have been in touch with ******************,as well as the vision center manager. The manager apologized and answered any questions or concerns she had. The $40 co-pay mentioned was ******************** out of pocket cost for the eye exam and contact lens fitting fee. ******************** contact lens diagnostic lenses were ordered for her and are ready for pick-up. She was notified of this,and we are looking forward to her scheduling a follow-up appointment with the doctor for her fitting however, ****************** has decided she would prefer to be refunded for the eye exam and contact lens fitting instead. A refund has been processed on 01/30/2024.
  
  We thank ****************** for her feedback and for allowing us to service her eyewear needs.
  
  Thank you for your time and mediation.
  
  ***********************  
  **********************

• Initial Complaint

  01/03/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  on 11/27/2023 i went to eyeglass world store in ********** and ordered one pair of glasses costing ******. i was informed by ******* that the glasses would be ready on 12/01/2023. as of today,010402024 i still have not received them. when i inquire i am told they are on back order. i have contacted or tried to contact their national customer service w/no *************************** is nothing more than a scam operation and anyone reading this should not patronize them. buy your glasses elsewhere.

  Business response

  01/09/2024

  Dear Customer Relations Representative,
  
  *************** to the BBB Consumer Complaint #********,filed by Mr. ****************** I certainly apologize for what hes experiencing with the delay of the lenses for his glasses.
  
  I have looked over ************** complaint, and I have gone over his order history. His original order was made on 11/27/2023 and the cost was a total of $435.00. The lenses that were ordered for ************ were on backorder, and unfortunately, the lab had been unable to produce them. A loaner pair of glasses was made for ************ and dispensed to him on 12/13/2023.
  
  I have addressed **************** concerns with the store manager, *****, as well. He has reordered **************** lenses on 1/02/2024 to speed up the process. ***** has offered for ************ to keep the loaner pair of glasses, as well as upon pick up of the order, he will provide a 50% refund of the original purchase. As soon as **************** order arrives at the store, they will call him.
  
  Please be advised this complaint has been received and documented here at our corporate office, where it will remain on file. Once again, I do apologize, and if I can be of further assistance, please feel free to contact me.
  
  Sincerely,
  
  Jannah
  Customer Care

• Initial Complaint

  10/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 9/28/23, I purchased one pair of eyeglass frame at eyegalssworld.com for $95.24 ($89 + $6.24 tax). The order # *********. The receipt from the vendor shows multiple pairs of eyeglass frames were purchased. Since 9/28/23 through 10/10/23, I called daily the e-************* ************** and ****************** They have failed to provide the correct receipt as of 10/10/23. I need the correct receipt IMMEDIATELY to submit to my insurance carrier for reimbursement.I am requesting Better Business Bureau to assist in the matter.

  Business response

  10/12/2023

  Good afternoon,

  I contacted **************** via email on 10/10/2023 06:30:26 PM and sent him a letter that he could present to his insurance company.  The letter is attached here, and it explains the issue with our system not showing his final purchase properly, but I provided screen shots proving what he purchased and how much he paid.  I also included the *** codes he would need to request reimbursement for his purchase.

  There is nothing more that we can provide to *****************  We apologize for the for this issue and understand if he needs to return the product he can do so.  He would just need to reach out to us at ************ and we will supply a return label for *** where he can drop of the product.  Once we have received it back, we will process the return and refund.

  If I can be of any further assistance, let me know.

  ********************************************

  Sr. Manager, **************** ********** Support and QA

   

  Customer response

  10/15/2023

   
  Better Business Bureau:
  

  I submitted Eyeglass World letter to my insurance provider. I await a response from the insurance carrier if the letter is acceptable for reimbursement of the my purchase.  

  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

  09/25/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Took my son to the eye doctor in June for an eye exam. I have been getting the run around about receiving his contact trials. The manager has said it was the manufacture but when speaking with the assistant manager she told me to be completely honest it was because we were supposed to charge you a sitting fee and we didnt. It has nothing to do with the manufacture, your contact trials should be here within a week. A week has passed and I received a call that my sons trials had come in, we set up an appointment, when we get there they cannot find my sons contacts and said its going to take an additional six weeks to come in. By the time we receive trials itll be November!

  Business response

  09/26/2023

  Dear Customer Relations Representative,
  
  *************** to the BBB Consumer Complaint # ********,filed by ************************* in regards to her son, ***********************************,who is the patient. We certainly apologize for any inconvenience this *** have caused.
  
  I have looked over ************** complaint and have addressed it with the store manager, *****. Unfortunately, we have multiple contact lens brands and prescriptions on backorder. This has been going on most of this year, and when something is on backorder that is out of our hands. I can assure ************ this is hurting us just as much as our patients. We have been estimating longer wait periods to give our customers a fair expectation. Theres always a chance something *** come in sooner, but we cannot make any promises. I apologize for any miscommunication that *** have occurred in regards to the time frame, and that has been addressed as well.
  
  I can confirm the lenses have been ordered. ***** also assured me she has ordered a couple sets of the trial lenses for ******************** that shell be providing to try and make up for the time frame. As soon as the lenses arrive at the store, they will call ************ to let her know.
  
  Please be advised this complaint has been received and documented here at our corporate office, where it will remain on file. Once again I do apologize, and if I can be of further assistance, please feel free to contact me.
  
  Sincerely,
  
  *******
  Customer Care

• Initial Complaint

  08/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I paid for eye exam. Found out ***** would pay for it. Put in claim to Aetna; ***** paid Eyeglass World about 2 months ago approx June 1st. Eyeglass world is suppose to mail us a refund check. They have not done so after Eyeglass World in **************, ** said they have repeatedly asked "corporate" to give ** the refund.

  Business response

  08/07/2023

  Hello, 

  Eyeglass World is the provider for materials only at this location.  We did not bill any insurance for an exam that we did not provide, nor have access to bill for an exam because we are a materials only provider.  If Aetna paid Eyeglass World for an exam, I have no way applying that payment to a receivable simply because we don't have a receivable to apply it to.  If you would like me to research if a payment was sent to Eyeglass World in error for an exam that was not provided by us, please provide the following information:

  1.Check number  2.Check date  3.check amount  4.Date of the check  5.Date check was cashed.  6.Address the check was sent to.

  If ***** says that the claim was paid electronically I will need the disbursement ID and the paid date.

  Exams at this location are provided by Gulf Coast Optometry.  The Doctor at this location is Dr. ****************************** Eyeglass World does not have access to view banking records for Gulf Coast Optometry.

  Should we find that the payment was sent to us in error, the payment will need to go back to Aetna, as we cannot pass money through to a service that we did not provide.

  I hope you found this informational.  I look forward to working with you to get this resolved as quickly as possible.

  ****

  Customer response

  08/07/2023

  I need time to research what they are telling me.  I hear one thing from Eyeglass World store when I go to them. I have to try to get exact figures from ***** and go talk with the store again! I need time to do that.  I want my husband to go with me and he works a lot of days so I will need time to get that arranged.  Please keep this complaint open while I do my research, etc.

  Business response

  02/02/2024

  Thank you for sending.  We were unable to validate the customer by name, email address, home address, amount due, or any combination of the previous.  We do not have a record of this customer visiting any of our stores.  Due to the low amount that the customer said was due (******************************* policy would have written off the balance for the inconvenience of the customer. 

• Initial Complaint

  08/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  To Whom it may concern: I paid for a pair of Eye Glasses from America's best here in ****** **********. ********************************************************** phone number ************. I paid for Extra Active Lenses and I didn't receive Extra Active Lenses and I paid for it as you can see the difference between the two glasses in the photo, the Extra Active Lenses on the right is a screenshot off of their website and my glasses are on me in the photo on the left. I went to the store manager and he was very rude and un professional and made a reference to my disability and also lied to me and said that he is the Regional Manager. Since the store manager is a perfect example of someone who doesn't belong in public service. I would like to have this resolved cordially and professionally. Please respond to me by phone or written document. Here is my personal information.Email address is ************************* Name is ***************************** Address is ******************************************************************* Phone number is ************

  Business response

  08/03/2023

  Dear Customer Relations Representative,
  
  *************** to the BBB Consumer Complaint # ********, filed by *********************************. I certainly apologize for the issues ********************** has experienced at our ******,** location in regards to his glasses.
  
  I have looked over Mr. ********** complaint,as well as I did receive his email here in our ************************* I have gone over his 6/22/2023 purchase, and have spoken to the store manager,*******, to address everything as well.
  
  I can confirm that Mr. ********** lenses are the Xtractive transitions. It is possible that the product may differ slightly from the demo, especially when comparing physical lenses to the online photos, as there are many variables such as lighting that can differ in person.
  
  At this time unfortunately, a remake of the product will not change how the lenses look or work. We certainly appreciate Mr. ********** business and regret that hes unhappy with his purchase. If ********************* would like a refund to resolve this issue, we understand and are happy to get that processed for him. Please have ********************** bring his glasses back to the store and theyll get him taken care of.
  
  Please be advised this complaint has been received and documented here at our corporate office, where it will remain on file. Once again I do apologize, and if I can be of further assistance, please feel free to contact me.
  
  Sincerely,
  
  *******
  Customer Care

  Customer response

  08/04/2023

   
  Complaint: 20403870
  
  I am rejecting this response because:
  Look at the photos, the dark Glasses are the ones that were destroyed in my horrible accident, I was hit by a car while riding my bicycle, the lenses are super ???, compared to the ones that were purchased from America's Best. If they take my glasses I will be virtually blind. There are many reviews that reflect their false advertising on their website, my glasses are Not! The darkest that the lab they use provides. I would like to have a hearing set up for all parties involved, I also have witnesses that are willing to testify that This Manager is very unprofessional and my witness works for a reputable Eye Glasses firm which have had several visits to their company and I was assured that my glasses are not working correctly. Please set up a meeting or hearing as soon as possible.

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

  Business response

  08/04/2023

  Dear Customer Relations Representative,
  
  *************** to the BBB Consumer Complaint # ********, filed by *********************************. I have looked over his rebuttal.
  
  In regards to his previous pair of glasses from the photo he attached, we dont know what type of lenses he had before, what material was used, or anything. It is possible that similar product purchased elsewhere may be different from what we offer. As previously stated,unfortunately a remake of the product will not change how the lenses look or work.
  
  I am unable to set up a meeting between ********************** and anyone else. Hes welcome to stop back into the vision center and speak to someone if hed like.
  
  At this time, what would ********************** like to do? I suggested the refund because it does seem like hes very unhappy with the glasses. We are more than willing to work with ********************** as best we can.
  
  If I can be of further assistance, please feel free to contact me.
  
  Sincerely,
  
  *******
  Customer Care

  Customer response

  08/05/2023

   
  Complaint: 20403870
  
  I am rejecting this response because: This is their website transitions ad. As you can see it is false advertising and I will not give up my glasses and be blind until I can get a different pair from a different company at America's Best expense. I was lied to by the Manager ***, ******* has nothing to do with the misguided way I was dupped into spending my disability money on false information. I want this to go to the *** of the parent company. I will not let it go until the false advertising is delt with on a nationwide website that is a lie.
  
  Sincerely,
  
  *****************************

*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. ↩