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:01/03/2025

  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 a pair of prescription glasses on 11/19/2024 and was told they would take 2-10 days however they didn't get delivered till 12/23/2024. They told me the first pair didn't pass inspection due to the lenses being the wrong prescription then the second pair the frames were broken and had to be reordered. Once received I don't like the frames and the prescription is too strong. They are offering a refund but not for the lenses and I am asking them to refund the lenses due to their untimely delay in getting glasses more than 6 weeks later.

  Business Response

  Date: 04/22/2025

  Were sorry for the extended turnaround time and understand your frustration with the delays.
  While there were some unforeseen delays during processing, we want to clarify that your original lenses passed inspection. At your request, we went ahead and remade the lenses using your updated prescription, in an effort to accommodate your needs and ensure you received the correct eyewear.
  In addition, we offered a full refund for the frame, even though the product was custom-made. As prescription lenses are tailored specifically to each order, they are non-refundable unless a manufacturing error is found, which was not the case here.   In addition, we also ordered new frames to ensure the final product was in perfect condition.
  We genuinely made every effort to address your concerns and deliver a final product that met your updated specifications. If theres anything else we can do to assist you, our team is happy to help at ***********************************

  Customer Answer

  Date: 04/30/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

   Excuses were made at every corner for the delay in getting the glasses. I've never waited as long as I have with you and the promised turn around time was not followed with no effort to accommodate that delay. No notification was sent that an error with the frame or lenses, I had to ask each time for this. 

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

• Initial Complaint

  Date:12/26/2024

  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.

  I purchased these glasses from the website for several reasons. On the website it shows the glasses, and it does say easy returns. I also noticed they were BBB accredited. I received the glasses and they do not look like the glasses in the photo. There are no disclaimers given on the website that the colors or design may be altered. I reached out to the company for several reasons 1. They do not look like the photo, there is mostly white/bone in the photo but mine are mostly back/brown. 2. They are extremely stretched out and do not stay on my face. 3. They gave me a terrible headache. I am taking them to a eye doctor to check if they are the right prescription and hoping they can adjust these since they do not stay on my face at all. I have tried to call during business hours but they are not accepting calls anymore. And I have reached out several times to email but have not heard back.

  Business Response

  Date: 04/22/2025

  Were sorry to hear youre still dissatisfied, though wed like to clarify that our team has been responsive and supportive throughout your order process.
  From the moment you reached out, we worked to resolve each of your concerns. We shipped you a replacement frame, ordered new lenses at no additional cost, and confirmed that both lenses were treated with the requested anti-reflective coating. These steps were taken as part of our commitment to customer satisfaction even though the original order was custom-made.
  While frame patterns and colors may vary slightly due to manufacturer production differences, our goal is always to deliver eyewear that matches both the product description and your expectations. If the replacement pair still isnt a good fit, our support team is available to assist with further options in line with our return policy.
  We truly did everything we could to go above and beyond, and we remain happy to assist you further. Please feel free to reach out to ********************************** with any remaining concerns.

• Initial Complaint

  Date:12/26/2024

  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.

  Due to poor product description. I asked for an exchange for another color frame. I was seeking gold frames and the frame selected was described as gold clear. I received gold and white frames and asked for an exchange for a different color frame.Designer Optics response: ***** reference to your email, we will be able to proceed with an exchange for the frame.However we will have to redo the lenses for you, the lenses are not going to fit into the new frame.Unless it is the same model and size.Thank you for your understanding W: ************************ W: ************** E: ********************** P: ************ Now they wish to charge a fee for the frame exchange even though the frames are the same only difference is color. New lenses need not be created.Additionally, when the frames were ordered they did not mention that they were not in stock, adding complexity and time to the order.If the frames weren't in stock I would not have placed the order.

  Business Response

  Date: 04/28/2025

  Dear *******,
  Thank you for reaching out.
  I would like to clarify a few important points regarding your exchange:
  The frame you originally selected was listed as "Gold Clear" based on the manufacturer's description. We understand how product color variations can sometimes cause confusion, and we apologize for any frustration this may have caused.
  When exchanging for the same frame model and size even if the color is different we do not charge for new lenses. Prescription lenses are custom cut to fit specific frames, and in most cases a new frame requires a lens remake to ensure proper fit and optical quality. However, for your exchange, because it was for the same model, we did not charge you any additional fee for new lenses.
  Regarding stock availability, this particular frame was sourced directly from the manufacturer. We apologize for any inconvenience this delay may have caused and appreciate your patience during the process.
  We remain committed to assisting you and ensuring you are satisfied with your order. If you have any further questions or need additional assistance, please don't hesitate to reach out.

• Initial Complaint

  Date:12/19/2024

  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.

  I ordered glasses 6/15/24. Finally rec'd 8/20/24. Lens fell out 2 hours later. Returned and supposedly frame replaced. Rec'd lasted 10 days lens fell out. Promised in an email if happened again I would receive full refund lenses and frame. 3rd pair lasted 21 days. Called they refuse to honor email and verbal contract to full refund. The glasses were returned with their return label. I was offered $155 frame only refund or glasses "as is" no more help. I declined. Demanding full refund promised. They sent glasses to me again after supervisor ****** said glasses were put back together, thrown down and yanked on and lens didn't come out. I refused delivery due to damage they could have done in trying to destroy glasses and knowing they used some sort of glue to keep frame together. I need full refund for new glasses from a reputable company. Also ***** is supervisor that promised refund. ****** supervisor is one refusing refund. ****** said her supervisor name is ******. I left messages for ****** and now I am told by customer service no one there named ******. Just one lie after another. Today I held for 40 minutes to talk to ****** or ***** and was then told neither were ********** Asked for ******** voicemail put on hold for 30 minutes never transferred to voicemail. I finally hung up. I cannot send my emails with Designer Optics online as I am not computer savvy. If you would like to see the pictures and emails let me know, I can mail them thru ***** I cannot get help thru my credit card because I paid in June 2024. So my 90 days is well over. Designer Optics strings you along so you are out of time. They are con artists at best! If you can help, please. I am disabled and need new glasses. Will not accept any from Designer Optics. One final note, called again to leave voucemail for ******. They put me on hold for 42 minutes. The phone sounded like it was ringing thru to an extension. It immediately disconnected. ********* EVER

  Business Response

  Date: 02/18/2025

  Hi.  I trust this message finds you well.
  We regret to hear of the concerns you've encountered with your recent order.  

  I want to draw your attention to the correspondence and services conducted regarding your order. We processed the frame exchange on August 28 and again on October 15. On November 20, we received the returned frames and, upon inspection, verified that both the frame and the lenses were in flawless condition. To further substantiate this, we recorded a video demonstrating that the glasses are in 100% perfect ************ is important to reiterate that, as previously indicated, prescription lenses are classified as a final sale due to the custom nature of their fabrication, whereas the frame has been duly replaced. Please feel free to reach out should you require any further clarification or assistance regarding this matter.

   

  Customer Answer

  Date: 02/22/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]They did not honor their word by providing a FULL REFUND as stated in their email to me and on a phone conversation,  The glasses were returned to me and are not wearable as both ear pieces are so loose when removed they flop closed.  Which had NEVER happened previously.  Bet that happened after the "video" they provided to you.  The s**** they replaced looks in appearance to everyone including an eye glass store I had look at them,  to have been glued in place again.  This means the lens will not stay in place forever.  As stated in the comments of my original complaint the glasses came apart several times and had to be returned.  They will not stand behind their product and even accused me of loosening the screw.  Which I never loosened any screws.  The fact they lied more than once on phone to me about being able to obtain a full refund and also in writing (via email) proves to me they lie and cannot be trusted.  They will never do business with me ever again.
  

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

• Initial Complaint

  Date:12/06/2024

  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 placed the order on 11/22. It says right on these glasses on their website they would ship in 1-5 business days (see screenshot here). When I chatted asking where my order is/when I would receive it (it's been 8 business days and counting currently and I've heard nothing), they said they didn't begin "processing" the order until 11/28. Clearly on the order confirmation it says (screenshotted here) it says I would receive the order in 7-10 business days. They are now telling me (in my chat and on the phone with them) that it will be another 3-4 business days from today until they are shipped and then another potential 7-10 business days to receive. I asked for a refund, since this is already WAY longer than I was promised and clearly they haven't started working on them yet. Their response was my order is non-refundable. This is WRONG and not what they are advertising on their website or what they confirmed/I agreed to on my order confirmation on the timeframe. Had I known I was agreeing to something different than what was listed on the glasses and my order confirmation (it would be 20 business days to receive them) I would've NEVER placed the order with them.

  Business Response

  Date: 03/13/2025

  Dear Customer,
  Thank you for bringing your concern to our attention. We are dedicated to ensuring clarity and transparency on our website, and I apologize for any confusion that may have arisen regarding the information about prescription lenses. The message displayed (attached) is intended to inform customers that, while the lens price is provided, there is also an important note that states: "Please note that adding a prescription to your order will result in additional processing time for your order."
  Thank you for your patience and understanding.
  
  

  Customer Answer

  Date: 03/23/2025

  I made the purchase at this company based on their promise that it would be delivered in 7-10 business days, as it says on the frames and in my order summary (this is what I believe I was getting/paying for).  They hide in small print elsewhere that when you add a prescription it adds time.  This needs to be said directly on the order and on the listing of the frames themselves. This is false advertising!!!  People (like me) make buying decisions based on what they advertise/put in an order confirmation, not what's hidden in small print some other place on the website.  And when questioned, their service after the sale was also horrible.  Rude customer service and no admission that this is wrong/no desire to fix it for future customers.  Again, this is false advertising.  The order itself, where you agree to pay the $$, needs to reflect the ACCURATE shipping/receiving date timeframe.   

• Initial Complaint

  Date:10/31/2024

  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.

  Ordered prescription glasses on 10/10/2024. Companies website stated processing time was 1-5 working days and shipping time was at my discretion. I choose two business days. Today is 10/29/2024 and I still dont have any confirmation or tracking information on this order.Made repeated attempts to contact them and still not confirmation.

  Business Response

  Date: 11/06/2024

  Dear customer,

  We are sorry to hear about the delay in your order.  Prescription orders take more time to process, this is noted on our website while you placed your order with rx.  " IMPORTANT NOTE:
  Please Note that adding a prescription to your order will add additional processing time for your order. " In the email correspondences we exchanged we notified to you that we were closed for the observance of sukkot Holiday and will reopen on 10/28.  We shipped your order on 10/29. We genuinely appreciate your understanding and patience in this season.  If you have any other concerns or require further assistance, please feel free to reach out.

  
  

  Customer Answer

  Date: 11/07/2024

  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 and the matter has been resolved.
  
  Sincerely,
  
  **** ******
  
  
  
   
  
  

• Initial Complaint

  Date:08/06/2024

  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.

  I made an eyeglass frame purchase from this company as a first time customer on 1/18/24. I purchased ******* and *** designer frames that totaled to the amount of $137.79 with a 20% coupon code. They took almost a month to get to me. The frames came with a 2 year warranty per the manufacturer. I contacted the company by email on 6/16/24 because there was a defect on one of the arms of the frame. They didnt even offer to pay return shipping, told me I cant do the warranty on my own, that they have to receive the broken frames and do it themselves through ******* and *** and charged me a $10.00 warranty fee. They never contacted me when they received the broken frames per tracking showing they received them on 6/28. I had to play email tag with them. Finally got a reply on 7/10 that they are still processing, but to pay the $10 warranty fee. I paid it. Then I received an email on 7/16 that the manufacturer discontinued my original frame and to pick out a new frame. I asked if they had the same frame model in a different color, just so I could go over all my options. They proceeded to ship the frame in a different color and I didnt say to! I received the different color frames BROKEN on 7/20 looked like they sent me a used try on pair. I called to ask for a full refund at this point and to speak to a manager and was told she wasnt available and to leave a voice message. I did. No call back. I received an email to send pictures of the broken frame. I did. They sent me a return label this time and said I could exchange them. I felt beyond frustrated and pressured, as all I wanted and both verbally and writtenly expressed I wanted a full refund so I could take my business elsewhere. They offered a store credit. Not acceptable at all considering they know I got the original frames for a super discount. I sent a final email today, 8/5/24, that if I dont receive a full refund Im contacting my bank and BBB. And here we are. I have no frames & want my money back!

  Business Response

  Date: 08/20/2024

  Dear Customer, After looking into the issue I'm pleased to share the following:  The frame was ordered on 1/19/2024, due to our warranty policy we asked you to return the frame for a new frame.  We received a frame that looked very used and abused the arm was broken.  As this was under warranty, we did exchange the frame for same frame and different color.  We did ship a brand-new frame, but as per your complaint of the arm wide open we accepted the return and shipped a new frame different model.  Customer was not happy and returned the new frame shipped.  We received the return of the new model frame back and the frame we shipped was in perfect condition.   Our warranty policy is that we supply with a new frame, we do not refund. We affirmed our commitment to issuing a new frame to the customer and we can continue with doing that or issue a store credit.  Please feel free to reach out directly should you require further clarification or assistance regarding this matter.  

• Initial Complaint

  Date:08/05/2024

  Type:Sales and Advertising 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.

  July 20, *****. The major issue with the company if you read their refund policy it says they will refund your money in the first 14 days. Its misleading. I asked if I could exchange them, and they said the glasses would have to be the same size of the ones I want to return. They said they will give me a portion of my money back. 80% of the frames only. Thats only $204. If you go on their website and look under refund policy, you will see how misleading they are. I want my full refund.

  Business Response

  Date: 08/15/2024

  Thanks for taking the time to let us know about your Order. We sincerely apologize for your experience at Designer Optics.  We received your return and had them inspected by the warehouse manager. We did confirm that the item you returned it the exact item you purchased. These are a tortoise shell design which each frame can have a different pattern.  Our return policy listed on our website as Returns (designeroptics.com), clearly states "All custom lenses are non-Returnable/refundable, including Prescription orders, Readers, No Prescription Customized Lenses, if you feel that the prescription or customized lenses were done incorrectly, please contact us. If we find that it was an error, we will redo it for free."   In the correspondence exchange we agreed to a full refund for the frames.  Please feel free to reach out directly should you require further clarification or assistance regarding this matter.
  

  Customer Answer

  Date: 08/16/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved becauseI 

   

   I received a partial refund of . $ 278.36.  I paid $574.33 from an eyewear company that are fully aware how they advertise there refund policy.  .   I believe I am not the only one who fills misguided by the 14 day return policy on customized lens. I will admit my mistake for not reading further but it should not cost me $300.  Again I have used other eye glass companies i.e,  ************* ********** and they will refund the full amount in the proper amount of time. So I hope you can understand my confusion.  I would be happy with a cost of $100 dollars for there time and effort. My only question is why is it ok for other companies to give you a full refund in a certain amount of time or give you the option of exchanging for another pair of glasses without having to choose a size that would fit the glasses you are returning. Finally,  I wish they would advertise,  NO FULL REFUNDS ON PRESCRIPTION GLASSES.

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

• Initial Complaint

  Date:07/18/2024

  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.

  I ordered glasses for my toddler from a brand known to be for children. I had to email multiple times to get any updates (which were false) on my order, in which I specifically mentioned that the glasses were for my young child. When the glasses finally arrived, much later than the website promised, they were adult size glasses. Clearly this will not help my toddler. The pupillary distance was that of a toddler. I clearly ordered glasses for a child. I understand that the lenses were made, so that cannot be refunded, however, I would like to return the frames and be refunded for them. I am so disappointed in the customer service and product received considering that they cannot be used at all. I requested a refund and they responded with a quick, No. I have paid for another pair of glasses for my child now (not from this company) and have to wait for those to come in, leaving him without his glasses for additional time. They should have a quality assurance check or something to be sure Rx glasses are correct. If part of the Rx is clearly for a tiny head, why would I want giant adult glasses?

  Customer Answer

  Date: 07/18/2024

  Better Business Bureau:
  
  The company emailed me and we have come to a resolution. In reference to complaint ID ********, I find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  ***************************
  
  
  
   
  
  

• Initial Complaint

  Date:06/20/2024

  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 purchased an item that was advertised for $42.00. The next day, Designer Optics called me to say that it was a glitch in their system, and that they are not obligated to sell for that price. They said that if I wanted the item shipped, I needed to pay $149.00. I told them that the right thing to do is to honor the advertised price, which was what I paid (plus shipping). They said they were unable to do so and would offer me no solution other than for me to pay an additional $107.00.

  Business Response

  Date: 06/27/2024

  We regret to hear of the concerns you've encountered with your recent order.   We are pleased to inform you that we could not provide you with the frame for the price in error due to glitch in the system. We are sorry for the inconvenience.

  Customer Answer

  Date: 06/28/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  You posted a price, you need to honor it.  That is poor business, and poor customer service.  And what is worse is the way you responded to my compliant.  "Pleased to inform" me that you were unable to honor my purchase?  Pleased?  I am not pleased, not even the slightest. I am holding you accountable for your mistake, and you need to do the same.  I want the item that I purchased, at the price that was posted at the time that I made the purchase ($42.00).  I never asked for my purchase to be canceled.  The representative who contacted me told me that if I did not want to pay the difference, she would be canceling the order.  That is not the same as me requesting that my order be canceled.  Fix it.

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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