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Business Profile

Optician

Intuition Optical

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Optician.

Complaints

Customer Complaints Summary

  • 4 total complaints in the last 3 years.
  • 2 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:06/03/2025

    Type:Delivery Issues
    Status:
    Unanswered
    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.
    While Dr. ****** was great for the vision exam, we ordered our glasses from there March 21st and have yet to get them.

    When I went in and pushed for resolution, staff said the order couldn't be cancelled and admitted that the glasses hadn't been ordered until 5/23....a full two months after we ordered with them and a full month after we were told they would arrive.

    I've heard extensively about the staffing issues they have, including medical information on staff that I was surprised was being disclosed, but have gotten very little beyond bad attitude and condescending remarks from the staff regarding our need to actually get the glasses we paid for.

    I was told mine arrived and I could pick them up yesterday (6/2) during my lunch break, and their door was locked with a sign stating they were closed until 2:00. Unfortunately, I have a job where I am responsible for fulfilling my duties and wasn't able to go back. I went again today, there was no sign on the door explaining why they were closed or even that they were. Their answering machine states they are closed for the remainder of the week.

    I have the receipts showing when we ordered, as well as a recording of the conversation with the staff admitting that she hadn't ordered our glasses until months after we paid for them. At this point, I'm unable to get in touch with anyone and my insurance states they must get verification from the business that I haven't received the glasses.

  • Initial Complaint

    Date:01/05/2025

    Type:Service or Repair Issues
    Status:
    Unanswered
    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 like to support local businesses . I had to get my eye prescription filled so I went to Intuition Optical. 805 N. White Sands
    Alamogordo , NM 88310 unit H. From the beginning I was told lies. They impersonated My insurance company by charging me on August 20 , 2024 certain amount and telling me what my policy covered. So I was told what was covered. I asked for frames and it scratch guard. They said I had to put half down. Paid cash. I have a receipt stating I should be receiving my glasses between 3 to 6 weeks. I called after 8 weeks regarding the situation of my prescription and that’s when they explained the reason for the delay . At that time, they assured the delay due to my insurance . They started calling me in September about shipments coming in and assured me that I should be getting my eyeglasses soon and I believe them . December 18 2024 I called to speak to the manager requesting a refund stating that I have been very patient and I need to go elsewhere. I can no longer wait unfortunately I just can’t and that’s when she told me I wouldn’t be getting a refund and hung up.
    I called my insurance company . And I was speaking to one of the agents *******? As she was looking for a claim with that company she noticed someone else was speaking to the manager of intuition Optical placing an order for my prescription eyeglasses so no claim was made until December 18 of 2024 when I went in in August 20, 2024 to fill my prescription for eyeglasses. .

  • Initial Complaint

    Date:06/12/2024

    Type:Service or Repair Issues
    Status:
    Unanswered
    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.
    This began February 29, 2024. Today is June 12, 2024
    I would give 0 stars if possible. This is the most horrible business I have ever dealt with. I waited three months while being told that my glasses were on their way before speaking to them in person. At that point I found out they never even ordered them. My wife’s glasses came in where she couldn’t see through them, so they “said” they would re-order hers and order me another pair and expedite the shipping. Several weeks after that is when I went to speak to them in person finding out mine had never been ordered. Spoke with the person who orders them, her manager and the doctor. They said they would take care of it and here today, 3 1/2 months after my exam, still no glasses for my wife, no glasses for myself. They never call us back, rarely answer the phone and always say “I’ll check on them and call you back.” Completely unprofessional, never follow through what they say they will do. I can’t complain enough about this business, completely frustrated.

  • Initial Complaint

    Date:01/05/2024

    Type:Delivery Issues
    Status:
    Unanswered
    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 January 19th, 2023 my wife and my son went in to purchase a total of three glasses my wife received Hers and my son received a temporary set while his frame came in. We were told he would have his new pair of glasses within the month. We never received the pair of glasses. We spent over 200 dollars and are unable to receive a refund due to their policies. It has now been almost a year since our first purchase. We have called a few times every month trying to get someone to help us but we get turned down every time. They rarely answer the phone and when they do they offer no help in figuring out how we will be getting our glasses. We have tried numerous times to to be understandable but at this point they stole money from us and refuse to issues a refund or give us the glasses we originally paid for.

Intuition Optical is NOT a BBB Accredited Business.

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