Complaints

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:06/03/2025

  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.

  Subject: Formal Complaint Against Sterling Optical ***************** Location To Whom It May Concern,I am writing to formally file a complaint against the Sterling Optical store located at *****************, regarding extremely unprofessional and unethical conduct by the manager currently overseeing that location.I am a customer with severe myopia and receive coverage through *****************. I have been waiting over a month for my prescription glasses, and despite multiple follow-ups, the manager has refused to provide any clear updates or resolutions. She has repeatedly claimed that the owner has not been in store for over three weeks, which I find highly suspicious.More concerning is what I believe to be an abuse of insurance claims for personal gain. The manager appears to be exploiting customers with vision insurance, possibly to boost her own commission, while failing to deliver on essential services. Additionally, she has been consistently evasive, refusing to provide any way for me to contact the store owner or a higher authority.On my latest attempt to follow up, she was verbally aggressive and confrontational. Her lack of communication skills and customer service competence raises serious red flags. I am deeply uncomfortable knowing she has access to my sensitive health and personal information, including my prescription and home address.I believe there is a serious breach of ethical and professional standards occurring at this location. I am requesting that the Better Business Bureau investigate this matter thoroughly and provide guidance on how to proceed with this complaint.Please contact me at the information below if you require further documentation or details.

  Business Response

  Date: 06/16/2025

  To Whom It May Concern

  Responding to Complaint ID ********

  Patient : ********* ****

   **** **** do Not have any glasses on order according to her complaint dated 06/03/2025. **** **** had ordered a pair of glasses on 01/20/2025 which were already picked up. Sometime around 4-5 weeks ago **** **** asked for a replacement set of glasses and were told her insurance will not cover another set* **** **** then asked to speak to the store manager when " i said, i`m " to which she got upset since i'm a person of color and not good enough to me the store Manager. I'M also fear for my safety since Miss **** went on to accused me. A person of color should not be talking to her since she was expecting someone else to be incharged.

  Now **** **** asked to speak to someone higher and was given the name to the owner, I personally given  the Days and Hrs to **** ***** **** ****l continued to call outside of the days given then turn around and Accused me whenever i answered that im not allowing her to speak to the owner. On another occasion 6/02/2025 she called again in the morning and proceed to called after lunch to which i reminded her today is his day OFF. In my 20 plus years within the opticals this is one of the worse of  racism i have encounter.

   we cannot abused her insurace when all that were cover are a pair of glasses which she aleady picked up. Backing up to when she spoke to the Owner, **** **** were told again that her insurance will not cover a second set. Now its ok when she were told that by NOT a person of color. **** **** also lied that shes waiting on glasses when we do not have another order for her. We also contacted her insurance and asked to reversed that claim and now she can go to whichever provider she choose to. we not not want anything back.

  Any question please contact us @ ************

  Thank You 

  ****** *