I came in for a contact exam, which also included an eye glass exam. My contact prescription is -5.50 in each eye plus I have a astigmatism. I was on my last pair of contacts and on the morning of my appointment I lost one and so I arrived with only one contact. I original booked with them because they had appointments the next day. When I got there everything seemed fine, however as the appointment came to an end I reminded the clerk I needed a trial pair because as I removed the one contact I had, it slit. She went to look and couldn't find my prescription. So, she called the store manager to come and help her. I explained that even if they don't have my exact prescription, to please give me something, because I couldn't see and it was SNOWING outside. The manager came back and said unfortunately she didn't have anything that I could wear. I was overwhelmed because I needed something because I literally could not see. I begin crying and asking why was she treating me like tha
And I asked her was she willing to take responsibility if she let me leave with no trial, in the snow with my eyesite being so bad and she said YES. It was at this point I begin to ask her to contact the doctor back, shecwas clearly being very rude to me (her customer) and I should not have had to continue explaining why I had to have some contacts before I left the store.
I was at the eye doctor and they had just verified how I couldn't see from my eye exam. At this point I was very tramatized and scared because I didnt know what was going to happen to me or how I was going to get home. It was not safe to drive for a regular persons with 20/20 vision, so imagine how unsafe it was for me to drive with my poor eyesite? At this point the manager gets upset and said I was causing a scene, I wasn't being coopertive and that I could leave, I was like what/why? She proceeded to say because I was disrespecting her (I was shocked and appauld). I could not believe she had the audacity to expect the highest level of respect from me, when she gave me zero respect? I told her she was being disrespectful to me (as I was the customer). So, I again asked her to re call the doctor, because I needed to leave with a trial pair. She got mad and told me to leave and I was like fine but I need my trial lenses. So, she says out loud "I am calling the police" and she did (making it seem like, I started it). I just wanted a trial pair of lenses. She lied and made me out to be the angry "black person" to police. I was like why you calling the police, what did I do? She again said I was being disrespectful to her. Police arrive and tells me they talked with her and she wants to WORK THINGS OUT AND GIVE ME MY TRIALS. I again asked the officer, why are they here. They said the manager called in a disturbance and I was so shocked. This could have all been avoided, had she exhibited better customer. Long story short the other manager came in and gave me a pair of trial lenses. By this time I was so hurt, she made me out to be the "angry" woman. The police finally left and no charges were filed. This was the most unprofessional, embarrassing experience I have ever had. I would not recommend this place to ANYONE.

I had gone in for eye exM back in April of last year and gotten the exan and 2 pair of glasses I received the glasses but were done wrong I struggle sooo bad at work with on the computer so I went back they gave me another eye exam and glasses and eye exam were done wrong AGAIN at this time I would of think they would do their job right and get my glasses STAT but NO they acted like OH SORRY come back foe another eye exam like NO BIG DEAL to them at that time I had started a new job and they were giving me a hard time because of the numerous times I had to be off and your optical was not accommodating at all so the last time I went to try glasses on they were wrong again by this time I had had it and ask for a refund who ever attended to me won't say who was very nice tome and suggested to make an appt at the one in El Paso but with the actuall optomologist that they have I house well long story short I been calling ever since then I have been giving the run around I do not have insurance so I can not go anywhere else as this is the cheapest place for me being that I'm u employed as well today I call again and I was told there isn't anything with in a month which would be nothing until June he put me on hold came back and told me sorry NO AVAILABILITY then I Said that's ok dont mind WHEN YOU GIVE ME THE APPT just put me down for one just to see what his answer would be he put me on hold came back and he said your better off going to an independent optomologist on your own and bringing in the eye exam so there is my answer very frustrating due to the fact that I am unemployed at the moment no insurance and they seem to not want to help me I do not understand why if I was not the one that messed up in the 1st place don't know don't know what to do I looked into getting g the eye exam some where else like they suggested and the visit is no Lowe the $188.00 I can't afford that any how I just wanted to express my frustration we are human we make mistakes and I was patient with them but more then 3 times

I had the best customer Service from 3 associates but the only one I can remember is Sydney from the Corrales store in Albuquerque New Mexico

Let me first start out by saying that I have been to Stanton Optical before and have taken my kids there as well for glasses.
I recently knew that I needed to update my contact lens prescription, so I went to the Stanton optical in La Mesa California. The eye exam was terrible. First, it was done with the doctor being in a remote room and none of the machines were working. All I saw was a white square. They tried several times and could not make them work so when I walked out of the room to my surprise, they handed me a trial pair of contacts and gave me any prescription. I need my contacts and glasses to see everything. I am literally half blind so of course I put them in I couldn't see very well and within a couple hours I had a horrible headache. I then called them, and they said they would do the exam again with their actual optometrist. I went in for my exam and they did not have a trial pair of contacts in my prescription so again give me just any pair. I tried them and they were OK but still not very accurate. That was an April.
A few months later I decided to try again and called them. The manager Alex answered the phone. I asked him if he had my prescription if I could order some of those contacts. He did tell me that the prescription cannot be finalized until I came in and let them inspect them. I was completely OK with that and trying to explain that to him. I just wanted to know how much a box of contacts would cost through them. He kept cutting me off and told me that I should've come in last April and it was my fault that I did not. Since he wasn't even listening to me and cutting me off, I was really upset, and I said to him you don't know what my life is like and how much time I have. I am a full-time student with four kids and my sister plus my father had both passed away with in the last month. He didn't apologize and he kept being rude to me even after knowing that fact. I just said I was deeply disturbed by the way he was treating me, and I would call back once I decided what to do.
I called back today which is the beginning of October and Alex answer the phone. I did start out nervous to talk to him because I was thoroughly traumatized by having to relive my experiences this summer. I told him that I didn't feel comfortable talking to him, but I would do it anyways. He did tell me I would still have to come in and let him view the contacts which I agreed to. He kept talking really slow to me and saying like I told you repeatedly. I told him in a very nice tone of voice that I was not stupid, and I understood what he was saying but he is not answering my question which is still how much a box of contacts cost would. I've worked in customer service for over 20 years, and I've had difficult customers and wonderful customers so I've never been combative, and I thought the best resolution would just be even though he really hurt my feelings to apologize to him. He continuously Cut me off and told me I should show him respect which is strange because he wasn't listening to anything I said anyways. I told him that and I quote I am sorry if I'm coming across frustrated but the last time, I spoke to you really hurt my feelings. I said it very nicely and was very kind because I know how frustrating it to be to be in customer service and a guest is upset with you. I am not excusing his behavior, but I just wanted to get through this moment without having to call my therapist. By now I was shaking and crying. Right as I was in the middle of, I am really sorry I hear a dial tone. He had just hung up on me. I am terrified of this man, and I think he is a terrible customer service representative. At this point I would really like my money back for my exam and I'm going to go somewhere else. Please anyone else reading us avoid this place at all costs and whatever it takes do not speak to Alex at Stanton optical in La Mesa in California because once I asked him who his manager was, he told me he was the manager and there wasn't anyone above him to talk to. I told him I would call corporate, and he didn't seem to care as a matter of fact I went to eyeglass World, and they called him to ask about the prescription and the first thing Alex told them is that he had hung up on me. Apparently, he was very proud of the fact. This is not as bad customer service this is verbal and psychological abuse. I am thoroughly traumatized and shaken up by the whole experience. I'm a nice person and I get along with most everybody, but I have never in my entire life been treated like this by anybody in customer service.

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$#*!TY $#*!TY $#*!TY SERVICE...

I had my eye exam July 2nd, 2020 for eyeglasses and contact lens. I received the contact lens July 30th, in the packet was a trial lens and contacts lens for 6 months, after trying the lens I realized I couldn't see with it everything was blurry and it was hurting my eyes. I went back to the store to take back the 6 months supply and explained to the store representative that I can't see in them. They did have me take another eye exam, which the result turned out the same. Next thing was to order me another trial in a different brand. While all this was happening, the store manager was letting me know that they can't take back the one they already ordered because I opened the 6-month supply box. I explained numerous times that one of the boxes was already opened, and I opened the other one to confirm if I have the right prescription because I could not understand why the trail lens was so blurry and hurting my eyes. They ordered another brand of trial, and the manager said when I come back to pick up the new trail, he would see what he can do about taking the old ones back. I received the new trial in August, that fit well, I went back Sept 14th, to return or exchange the old lens, and the manager told me they can't take it back because I opened both, and I still say, I opened one. I was told I would have to buy a brand new one and they can only offer 20% discount on the new lens. Here are my issues with that statement. #1, I paid out of pocket for the lens, I already felt like I paid too much for the lens and glasses combined together which I think it's a lot for how they come up with the numbers even with insurance. Secondly, no one ever explained or told me "NOT TO OPEN" the box when I picked up the contact lens. Something like that would be a clear instruction to give a customer if you had a policy like that in place. Thirdly, You should never go ahead and order a contact lens for a customer without making sure the trial lens fits perfectly first, that is a terrible idea, and went I stated all this facts the, manager tried to justify that's how Doctors office do it. Which isn't true, this is my first time at Stanton optical, but this isn't my first-time getting contact lens. And the most upsetting thing is how nonchalant the people there are, they will keep repeating the same statement "just pay for new lens" like everyone can just afford to drop money like that.

So, I went in January & spent over $100 on a pair of glasses so mind you that this was before the WHOLE world wen into shutdown for the virus. So, in March I called in regards to my GLASSES that I ordered and they told me since the virus struct they had a lot of orders on hold and I'm like cool and the rep told me that I could come in and get a temporary pair of Glasses until mines were ready and I said okay. Once I got there the rep told me that I'll be able to keep these glasses as well as when my original pair comes in I'll be able to get those as well. The glasses I ordered were BROWN & the glasses they gave me were GRAY! So fast forward to June I called before I went out of town to see if they're ready at this point I'm like they should be being that it's been a couple months now! NOPE not ready & that was when I first spoke to Customer service and when I spoke to customer service they said indeed they don't see an order for me nor do they see me having picked up an order. The agent was like I'll get an escalation sent over to the staff at the Tallahassee store to get the issue resolved that was on June 26th NO ONE FROM THAT LOCATION CALLED ME (have records to prove case), Fast forward to JULY on 7/14 I called and another agent did a case for AGAIN for that store to see what was the issue and where my glasses were and from what the CUSTOMER CARE AGENT said to get a refund started! He said wait 24-48 hours so when Friday came no one had called me so I called left a voicemail and NO RESPONSE, so I called on 7/18 and spoke to someone this time at the Tallahassee store and they took my information down and still NO RESPONSE now its Monday 7/20 and I call and get the Store Manager (Ralph or Marcus) couldn't make it out but at this point I don't care because I don't care. So, I explain to him that I've done TWO escalation and no one from his store has called me or gotten back to me in regards to my glasses that I ordered and then he tells me he sees that I picked up my glasses in April I'm like incorrect information, I told him he sees me picking up my TEMP glasses which are gray and the ones I PAID for are BROWN he states that is correct so HOW CAN YOU TELL ME THAT YOU SEE ME PICKING UP GRAY GLASSES BUT MY FILE HAS BROWN GLASSES (he said CORRECT). I asked him do I need to go through my bank or can i get my money back and I'll be GLADLY bring them back to him if he would like being that I know for a fact that I NEVER GOT MY ACTUAL GLASSES. SO, this is the part that got me "well the glasses that you ordered are out of stock" & I'm just baffled at this point because NOT ONCE IN THIS ORDEAL DID ANYONE CALL ME "I've been doing all the contacting" and at this point I'm annoyed because at this point I want my money back keep the glasses because NO one should have to make contact no matter if I SPENT A $1 with said company. Paid for them in JAN never got them & its now JULY & what was were to the TWO customer service agents doing with the escalations? THIS IS NOT HOW YOU RUN A BUSINESS! I even emphasized that to the REP. Like how is the customer doing all the reaching out. & since its after 30 days he said I would have to go through my bank like... I'm truly frustrated & annoyed. Like HOW DO Y'ALL "NOT" HAVE ACCURATE RECORDS& CAN CLEARLY SEE THAT I NEVER GOT MY ORIGINAL GLASSES "brown"! NO TYPE OF CUSTOMER SERVICE

0/5 STARS IS MORE LIKE IT! DO NOT GO TO THIS OR ANY STANTON OPTICAL. Their service in the store and customer service are TERRIBLE!
I visited this store with my mother to get her some reading glasses as she was due for new ones. While waiting to see the doctor in the back we browsed and choose two pairs. After we were done with the doctor the only person helping customers, Israel, was busy with another customer. We waited around the area he was sitting at with the customer expecting to be assisted once he finished with the gentleman he wa as with. When he finished, he walked away to the other side of the store, sat in a chair across Adam, the brand managers desk, put his feet up and pulled out his phone. I was flabbergasted, when I realized he was not going to OFFER us any assistance, so I crossed over to the other side of the store where they both were, which is when Adam looked at me and asked, "are you done selecting glasses?" I told him we had along time ago, which is when he told Israel to help us.

Israel then stood up, walked to his work station, typed a few things into a computer and gave me a $270+ price. I asked why that much as they had a buy one get one offer and he proceeds to tell me that my moms prescription calls for very thick glasses and he was giving me a package that included a lens that would not make her glasses too thick. FYI: my mothers glasses are reading glasses, they are not THICK. I wear glasses and have a very very bad prescription, myne are "THICK" and I need a special lens so that they are not "Coke Bottle Glassess", not my mom. Israel clearly does not know what he is doing or is in the bussiness of UPSELLING and lying to customers.

He did not check that the glasses we selected were a good fit for my mom, put a machine in her face and did not even tell her what to do, only when my mother asked me what she needed to do did he tell me what to tell her. He then charged me, gave me a receipt and walked away from us, I had to ask when they would be ready, he then responded 1-2 hours.

I called the store from my car and requested to speak to the store manager and watched as the girl who answered told the manager Adam that there was a phone call. She came back on the line and told me he had stepped out of the store! I WAS IN THE CAR SITTING WATCHING HIM AT HIS DESK!

He has never answered back any of my phone calls, not that day nor any other day. I called customer service to request a full refund where they claim they will process escalations and no one calls me back. When I call them they tell me ADAM denies my request for refund but no one calls me to talk to me about the "RESOLUTION" of the claim. They claim to have sent Adam countless messages for him to contact me, he does not.

I requested the Regional managers information, all I got was her name, Autumn I*****. They claim they have messaged her to contact me as they can not give me her email or phone number. I messaged her through linked IN and am waiting to see if she responds.

AGAIN DO NOT MAKE THE SAME MISTAKE WE DID. DO NOT GO TO THIS OR ANY STANTON OPTICAL.

Horrible! Horrible! Horrible! Worst service ever! I wish I could give this place less than one star! All of those who give a better score seem to be basing their rating on the initial experience. Yes, when I placed my initial order, it arrived at a decent time frame and was correct. Of course they will do a good job. That's when they get your money! Don't be lured in by their free eye exams and buy one get one free offer. You will regret it later. Here is my full experience. The doctors are all online and from "Florida." Yeah, right! With this accent, I am almost 100% sure they are overseas, but hey, it is a free eye exam and I don't mind supporting poorer countries, so fine. As long as the prescription is correct, who cares. Then my son breaks his glasses. There is a replacement guarantee, so no problem, right? Wrong. I went to the store, placed my order for a replacement frame, and paid my 20% copay. I was told the frame will be ready in a week (the lenses did not break, so it was just a matter of getting a new frame and switching out the lenses). Then, I waited and waited for them to call back. Nothing. Called several weeks later and was told the frame was never ordered. Another order was placed, but the frame is now not in stock, so they told me they will order it in a different color, and that should fix the problem. Then, I was told, on the same call, they will also order another complete frame with lenses, just in case the frame-only order was causing the glitch. Now we have three orders going on, so one of them should work, right? Wrong again! Called every week from that point on, and the answer is the same. "Your order is being processed," "we don't have any updates in our system," "we will put you on hold to call the lab," then a long wait in hopes of getting rid of me, then the sales person comes back on the line to tell my that that the lab did not answer and that he will call me back as soon as he has an update. Then, I never hear back until I call them back the next week to get the exact same frustrating pattern. I am cutting my losses and going elsewhere. Please save yourself the time and agony and go to Walmart or Target. They have much better service there. I have learned my lesson. You get what you pay for.

Update: And here is the kicker. I tried to file a complaint with the BBB, and when I selected the Omaha location, it automatically transferred me to the "Southeast Florida and Caribbean BBB website. Then, on the third screen where I am supposed to pick a location from a drop down menu, the only option is FL. So, there is no way to file a complaint against the Omaha location? Is Omaha location a scam or what?!