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Business Profile

Optometry

Sterling Vision PC

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Optometry.

Complaints

Customer Complaints Summary

  • 4 total complaints in the last 3 years.
  • 1 complaint 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:11/19/2025

    Type:Service or Repair Issues
    Status:
    Resolved
    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.
    October 23rd my husband had an eye appointment. He ordered glasses and paid $500 toward the glasses. He was told they would call the next week to follow up on additional charges for glasses. They did not call. Nov. 5 I had an eye appointment at the same place. My husband came with me. While there they finally talked to him about how his glasses still had not been ordered and that he owes $214.80 more for his glasses. So he paid that. Then I ordered glasses and paid $353.57 toward my glasses. Then Nov. 7th my husband had an interaction with the eye glass place and decided to cancel our orders, which had not been processed yet. They called me to confirm that I wanted to cancel my order. I told them yes cancel both and we would like refunds for the glasses. There were two other charges for our exams that we are not getting a refund on because we got the service and got our prescriptions. We just want a refund on the glasses. Nov.11 I called to follow up and was told the refund was being processed and it would be 3 to 5 business days to see anything on our account. Nov. 12th I had another interactions with them and they told me that ******** refund had not been started but mine had been. I again reviewed with them the charges for both. And was again told 3 to 5 days. Nov. 18th called again. Still no refund. Talked to *** and he got his superiors involved. Did not hear back so I called again. *** again said his supervisor would be calling. Hours passed still not call. I called *** again. No answer. Called again and left a message this time. Then I got a call from a supervisor. I was told that the person who does refunds has been out of the country for 2 weeks. They will process when they get back. Offered to take my card to them. Was finally told they only do checks and once the person who does them returns. They will be able to process the return. Supervisor would not answer why I had not been told any of this. She hung up on me.

    Customer Answer

    Date: 11/25/2025

     

    We have recieved our refund from Sterling vision.  The issue is resolved.  Thank you so much for your assistance with this matter. 

     

    ***** ******

  • Initial Complaint

    Date:09/14/2024

    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.
    i have been trying to pick up my son glasses from them the last 2 months evertime i go in before there l;unch break or any time really they are allways closed no one is there i try to call and no one ever picks up at this point im getting annoyed i havent been abled to pick up my son glasses i would like them deliverd to my places since i cant go pick them up in person no matter when and what toime of day i go in

  • Initial Complaint

    Date:08/13/2024

    Type:Product Issues
    Status:
    Answered
    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.
    We have ordered glasses from sterling vision in ************* ****** for my wife. It has now been 3 months and they keep giving my wife the run around on where her glasses are. They hang up on her, transfer her and no response. Have talked to other community members and they are having the same problem. I believe they are billing the insurance and collecting money and never ordering the glasses.

    Business Response

    Date: 09/21/2024

    May 16, 2024, Patient/Client arrived for exam and ordered eyeglasses/lenses. Patient wanted a new frame matching the one she had previously (now a special order).  Email sent by Sterling Vison Staff on May 16, 2024, to verify with frame Manufacturer the availability of the product.
    May 17, 2024, Manufacturer emailed back stating the frame, although orderable was out of stock and would respond back in the event they could locate one.
    GAP Time lost
    July 15, 2024, another optician noticed the order and after review, reached out to the Manufacturer to inquire of the frame status.
    July 15, 2024, Manufacturer responded with news they located three of the frames and shipped one on the same day.  Provided order tracking information.
    GAP Time lost
    August 14, 2024, ***** had not arrived from Manufacture. Reviewed tracking to find out the Frame was damaged in shipping per the shipping company.  The Optician spoke via phone and text with the Manufacturer.
    August 14, 2024, Manufacturer had one left of the discontinued Frames and shipped overnight.  Tracking obtained.
    August 16, 2024, Frame arrives at Sterling Vision
    August 19, 2024, Frame sent to lab for lenses
    August 26, 2024, Frame with Lenses arrived at Sterling Vision
    August 27, 2024, Patient/Client notified glasses were ready for pick up
    September 4, 2024, Patient/Client received their glasses.


    Take aways:
    The claim, I believe they are billing the insurance and collecting money and never ordering the glasses, is false and damaging. There will always be dropped calls in business, this is true.  We remain unaware of any intentional dropped calls.  We prefer concerns of this magnitude to be brought to managements attention.
    The patient requested a special-order frame that was discovered to be discontinued.  Attempting to secure the remaining frame proved successful yet time consuming for three reasons.  1. The level of coordination to fulfill the request just takes time and people.  2. Per the shipping vendor, the initial package was damaged destroying the frame.  After the frames destruction, it was amazing we could even get the last frame the manufacturer had at this point.  3. Two gaps in communication that we and the manufacturer will need to own and improve.


    In closing, it becomes clear this was not a profitable sell for us.  Moreover, the outcome of this process, even when removing the time lost attempting to satisfy the Patients/Client's unique choice of frame, has not been beneficial to either party.  We will revisit how we do business going forward.

  • Initial Complaint

    Date:09/07/2023

    Type:Service or Repair Issues
    Status:
    Answered
    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 order glasses its been a few months my glasses were other incorrectly every I try to get a reponer or update I get the run around and they never call me back. Its seems like they also get made when I stop by to get a eta on what is going on. I need a refund to my self and my insurance as well as my brand name frame and case. I have made several attempts to have them fix the error I dont care for their service any longer and would like a full refund for my glasses I have never pick up this started in May and its now September and I havent reive any glasses that have been fit for my eyes from Sterling vision. Im struggling with my Vision everyday due to their incompetence and latch of effort to make thing work for me. I need my refund to take my business elsewhere.

    Business Response

    Date: 10/10/2023

    Please see attachment for business response.

Sterling Vision PC is NOT a BBB Accredited Business.

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