Complain about a product or service

Sterling Optical

Barbara of Hudson Falls NY (01/19/08)
Lack of professionalism is all I can say about several of the staff members at this location. I have dealt with this store for many years and this is my second unsatisfacory experience. I went into the store to pick up my new glasses and mentioned that I might want a box of my contact lenses while I was there. The clerk went somewhere and 20 minutes later she had still not come back to advise me of any problem or even to acknowledge that I was still there waiting. I hear another clerk saying that they could not find someone's records, I assume they were mine. She had had the records in her possesion 2 days prior to this so that I could order the glasses. If she had just returned to advise me that there was some problem I would have not had a complaint but she ignored me for at least 20 minutes at which time another clerk asks if he can help,he said I thought you were all taken care of I said so did I but my clerk disappeared and never returned. I had to explain the whole thing once again to him, he did come back and say she couldn't find my file. At this point I could have cared less about the contacts, it has turned into a major issue with now 3 people involved. If it were not for the eye doctor at this location that I have gone to for many years, I would take my business elsewhere. Every year my children give me a gift certificate for this store to get new contact lenses, perhaps after recent incident I will be going to another venue. I do hope that when I return to get that box of lenses that someone has found my records because I will not pay for a new exam. Oh yes, also when I went in to try on glasses the clerk said I had not been a patient since 2001. I had my most recent exam in the spring of 2007. Someone needs to get their act together here !!!! A word to the wise, don't ask any of these people to explain the special $75.00 gift card that si in their doorway as a special....can't get a straight answer. Thanks for listening. Barbara Foster

Charles of Queensbury NY (12/24/07)
Both reading and distance lens had to be replaced. I was almost without sight when I put on the distance glasses. The reading glasses caused me to become dizzy....they replaced both lens and attempted to tell me I had a health condition. There is no doubt that either the prescription was incorrect or a poor quality of lens.

As I stated I went to another OD, I spent $200 for an eye exam, both distance and reading glasses and I am completed satisfied. And the lens prescribed by the second OD is complete different then the one from Sterling Optical. I have retained both RX's...

Gina of Levittown NY (05/05/07)
I purchased a pair of sunglasses..and I received $100 off because I didnt have any health insurance, that Sterling Optical accepted. I tried on the glasses and left side was way higher then the right side. The optomolgist went in the back for 10 mintues and came out ,I wore the glasses and they seemd fine. That night I went home and tried them on..they were crooked and I looked at the receipt and it said No Refunds..Only store credit.

I purchased glasses that were crooked and the doctor didnt fix them successfully. I was very unsatisfied! I felt like Iwas taken advantage of..I am a paying customer just like any other person,I deserve the same respect as any other customer!

Alexandra of Albion NY (10/11/03):

• 8/18/03: I visited Sterling Optical (Store #302, Boulevard Mall, Buffalo, NY), picked out the desired frames and lenses, and paid for the order in full, as is store policy. I was told they would contact me when the glasses came in.
• 8/21/03: Sterling called: my glasses were ready. I stopped by after work and they presented the glasses. I took interest in the right lens as there appeared to be what I thought was some foreign object on the upper rim of the lens (these are rimless glasses and therefore polycarbonate lenses). The clerk commented that she would look at the lens. After taking the glasses into the back room and having someone inspect them, she reappeared with the glasses saying �there is a chip in the lens.� The other salesperson said that they would have another pair of glasses made up, and that I could take the chipped glasses with me since it would take several days. I left the store wondering �if I had not noticed the chip IN the store, I would have been out of luck!�
• 8/28/03: I was notified that the replacement glasses were in.
• 9/1/03 (Labor Day): I stopped by the store to pick up my glasses, only to find the store closed. (No sign saying they would be closed that day, or even a phone message stating such).
• 9/2/03: Picked up replacement glasses. Everything seemed OK.
• 9/3/03: I clean my glasses every morning, using approved methods for coated lenses (I have had coated lenses for years and know how to take care of them properly)...I could CLEAN these lenses properly, but could not eliminate the blue haze from a portion of the left lens. After several days of cleaning I realized the problem was not going to go away. Also, as the haze is disturbing as it negatively affects the vision in my left eye.
• 9/8/03: I call Sterling Optical, reported the problem and asked if perhaps they still had the left lens from the initial pair to replace the defective lens. The young lady I spoke with said no, that they were probably returned, and there would be no problem as coated lens blanks were in stock, and they could take care of me that afternoon. I replied that these were polycarbonate lenses...she indicated there was no problem and that they were in stock as well. I visited Sterling after work that day and spoke with a gentleman...I presented the situation to him and handed him the glasses...he held them up to the light, looked at the left lens and acknowledged that there was indeed a problem with the coating. He also stated that the lens was NOT in stock - that it would take �several days� to get one in, and that once in I would have to surrender my glasses for two WEEKS for them to grind the lens and drill the appropriate holes!
• 9/25/03: Sterling optical called � the glasses were in. I picked them up after work and inspected them carefully while I was still in the store. The left lens was perfect, but there were either scratches or interior imperfections in the right lens. I tried cleaning the lens, thinking that it may be a piece of dust or something. I showed the clerk the problem, stating �I can�t remove this, can you?� She commented that they were either scratches or imperfections, and they agreed to order another right lens.
• 10/6/03: Sterling called � the lens had arrived.
• 10/8/03: I went to Sterling Optical and waited for them to replace the right lens. I cleaned and inspected the lenses. All looked OK. I asked that if I found a problem with the glasses within a few days could call them. They said yes, and I also told them I would let them know if I was satisfied.
• 10/9/03: Glasses cleaned OK, therefore no ocular problem with the lenses. I tried to put the inherent sunglass attachment on (these are �Easy Clip� frames, with sunglasses that attach with magnets) and found that the right lens� holes were not lined up properly, and in fact the nose bridge was crooked! They were absolutely unwearable as sunglasses � they looked like something out of �Pee Wee�s Playhouse�! I called Sterling Optical and described the problem to the gentleman who answered the phone. I asked them to order another lens and asked also that they call me when it arrived, that I would bring the frames and the sunglass attachment to them so they could properly align everything. The gentleman agreed and we closed the conversation.
• 10/10/03: Around 2 pm I received a call from Patty at Sterling Optical. She stated that they were not going to do anything more for me; that it was obvious they could not satisfy me and asked as to when I could drop the glasses and accessories (case, sunglass attachment) off so they could credit my charge card...she stated that she knew I put a dispute on the charge and clearly stated that she wanted me to return the property that day. I told her I could not return the glasses that day as I did not have my �backup� glasses with me. She pressed me for a date that I would be returning the property. I told her I would not be in the area over the weekend and that Monday or Tuesday would be the earliest I could drop anything off. She made a point of saying she would be there Saturday, Sunday AND Monday. We said our goodbyes and ended the conversation.

In closing, let me present my argument: I paid Sterling Optical in full up-front, as per your policy and in good faith. I have returned to the store 5 times, have had 3 pair of glasses, 3 left lenses and 4 right lenses and STILL have not received satisfactory product. I see NO quality control, or even concern for a job well done! AND, to top it off I get a phone call from the store insulting me! Imagine that...they insult ME because THEY cannot provide a pair of glasses that are wearable!

Damage Resulting: I have to contact my insurance company, find another optician and wait ANOTHER 2 weeks for my glasses!

Mark of Dumfries VA (10/29/03):
Tonight, after several visit to the store (at Potomac Mills Mall) to pick up a pair of glasses that needed to be replaced because of poor workmanship, I was again told that they were not ready. Story one, they are in the mail, story two they have been sent by the wrong mail carrier, story three come and get them, oh sorry they are not ready, story four, they are back ordered.

Meanwhile, I asked for the fourth time to have the second of the three pairs of glasses we purchased for my wife, son and myself as well as contact lens, adjusted. A female sales clerk had suggested earlier in the week that the manager make another pair and compensate my son for the three+ weeks of waiting for his glasses by providing him with a free back up pair. She suggested that we pick out a few frames to save time for when we came back yet another day to pick up the replacement glasses. Needless to say, when I arrrived tonight to pick them up after another week of waiting and discovered that they were still not ready, and that he was unwilling to honor the promise made by his staff to replaced my glasses as well, I was "disapointed" and expressed my disatisfaction with the service.

I requested a refund and was inforemd that "that's not happening." Although three witnesses were present the manager, the sole person in the store besides the customers at the time, told us to get out of his store. I did not comply and he called the mall security. Witnesses told the security and later the police that the manger was rude and that we were not. In fact, the manager threated the mall security officers with the loss of their jobs because they would not escort us out of the store.

The manager called the police, who contacted the mall security, and spoke with my wife over the phone while she was still in the store. The police came and negotiated a reciept for the merchandise and the return of our broken property and reccommended that we contact the better business bureau and file a civil suit.

We left as peacefully as we had entereed with the broken glasses and receipt and plan to file a civil suit for the refund of our money which was over $1000. plus the cost of the eye examination which resulted in contacts that still do not provide my son with clear vision. We have been doing busines with Sterling Optical for years at the location in the Fair Oaks Mall with nothng but good results. This location seems to be problematic.

I am a peaceful man with years of conflict resolution training, which I had to make good use of during each visit to ths Sterling Optical store in Potomic Mills Mall. Any advice?

We agree with the police officers. Mark should sue the store in Small Claims Court for the return of his money.

"A" of Frederick MD (8/14/03):
I was tested at Sterling Optical in Hagerstown, MD for new lenses (the frames -- expensive ones -- had been purchased from Sterling Optical two years earlier). I again ordered progressive bifocals with "Panamic" which enables me to use a little of my peripheral vision.

When I picked up the new lenses, I told the clerk that when I looked even slightly to the side, everything went out of focus. The clerk said I should allow some time to get used to the new lenses. Over the next few days I noticed that the vision in the right eye was not as sharp as he vision in the left, and if I looked even slightly to the side when driving or walking through a store, I had to tilt my head down because the image became blurred.

I already had an appointment with an ophthalmologist for a glaucoma and range of vision test so I decided to wait till after that exam. The ophthalmologist confirmed that the right lense wasn't as good as the left.

I returned to Sterling Optical and told him the problems I was having. I was retested and the clerk told me the Panamic was placed too high and I would get new lenses with the Panamic feature lowered and a different prescription for the right lense. When the lenses came in, I returned to Sterling Optical, dropped off my glasses to have the new lenses put in, and returned a few hours later.

Now my frames were broken along the bottom rim. When I asked what caused the frame to crack, the clerk said that plastic dries out. His glue job would last maybe a month, maybe a year, he said. Those frames weren't broken when I dropped off my glasses. I will never use Sterling Optical again.

Denise of Huntington Beach CA (2/18/03):
Had several eye exams -- 4 to be exact -- and still have not had good vision with both eyeglasses and contacts. I have been a Sterling Optical client for over 10 years and have never in the past had a problem getting the correct eye exam. This is a little ridiculous.

I have had a hard time understanding how the company can hire incompetent optometrists to serve the community. This is a HUGE risk to let someone mess with a vital part of your life and not to be accurate with there assessment. What do you do? How do I as a customer feel confident that someone knows what they are doing. I have had trouble reading,driving night and daytime. This has affected my work.

The problem may not be Denise's prescription. She could have a medical condition that is causing the visual symptoms. Though optometrists scream bloody murder whenever we say it, she should see an ophthalmologist, an M.D. who can perform additional tests to be srue there's nothing serious going on.

Daniel of Lakewood CA (8/7/03):
The first words when I walked into the store were, "Do you accept (VSP) Vision Service Plan insurance", they answered "Yes" with no brief explaination that they were an out-of-network service provider. I had been to two prior establishments and they clearly stated, within the first 2 minutes of conversation, they were not part of the VSP network. This is a clear case of misrepresentation.

When I called the owner to correct the problem he refused to talk to me and instead advised me to talk to the salesperson when this was obviously not a salesperson situation. He offered to give me a $15 discount on my frames when I had already been overcharged at least $300. I called first thing the next morning to advise Sterling Optical to submit a "stop order" on the glasses and the owner refused. I was advised that there was a sign on the sales floor that read "No Refunds", but yet I also noticed that there was no sign that stated "Out Of Network Vision Care".

I have already contacted my credit card company to register a dispute over payment to Sterling Optical and was informed by the Visa representative that disputes with "Out of Network" vision companies are not uncommon and that she had already handled 3 other complaints that day. I am amazed this problem has not been addressed before.

Patricia of Bellmore NY (7/22/03):
7/4/03 asked how much swim goggles would be. I was quoted $159.99. "My daughter has a very strong RX, how much would that be?" " Nothing at all," I was practically cut off in mid sentence. I was told to come in and they could be ordered.

7/7/03 I came in to order the goggles. they can't find the book. So now I have to wait 3-4 days so they can order two and I could pick one. I kept asking how long everything would take because my daughter is on a swim team and I was concerned about a time frame. It shouldn't take longer then a week, they said.

7/11/03 The goggles finally came in and I went in the next afternoon after a swim meet. I gave the Dr.'s card and they read the RX off my daughter's glasses. I was told it was a very high RX but since the girl was there and heard what the other woman said they would honor it. I was supposed to be getting the glasses by that wed. the latest.

7/14/03 I get a call stating I have to pay $50 more because of the strong Rx, I asked to speak with a manager and after telling the entire story she said I would have to pay $20 more. When will they be done I kept asking. "I can't get them for Wed. or Thurs. as promised probably Fri. I'll put a rush on them."

7/18/03 I call no goggles. 7/19/03 I call, no goggles. 7/20/03 I call, no goggles. 7/21/03I call, yes the goggles are in but the tech. is not. When will they be ready I ask? Tomorrow late afternoon, I'm told and once again I hang up with an upset 7-yr-old by my side and more angry then ever.

7/22/03 I send my husband to pick up the goggles because I don't want to go in the store and get angry at all of the incompetent people. He is told the lenses did not come in yet. He says cancel the order, they say he can't. we are told they will be in 7/25/03 possibly. My daughter has been wearing glasses for over 5 years and I have never been treated so horribly, never been misleaded like this. If I do ever get the goggles I nor anyone I know will ever be shopping in this store again.

Sandra of Rochester NY (7/22/03):
my daughter had an eye appointment on July 21st. We arrived a few minutes before her appointment to fill out any paperwork. She was handed the clip board and told to bring it back to the desk when she was done. She went back to the desk where she was completely ignored by 3 employees, all sitting there. They were too busy discussing what kind of doughnuts they liked. We were finally acknowledged 10 minutes later. Her appointment was at 2:00 and the doctor showed up at 2:15 when he went into the office and started talking on the cell phone.

As we waited the conversations of the employees were very unappropriate, everything from doughnuts to movies to pornography. We could hear everything they were saying. After her exam she was fitted for contacts and we were told to go to the counter and finish the paperwork. We stood there for 10 minutes while one employee talked on the phone, another employee was on the phone and then waited on another customer who had come in after us. Two of the other employees were walking in and out of the store, going into the mall. One employee walked by us twice, she was too busy going to buy a soda to wait on us.

I finally asked the gentleman who was sitting at the desk, on the phone, if there was someone to help us and he responded, "Hopefully in a few minutes." There were 5 employees working at the time - 1 on the phone, 2 wandering the mall, another one on the phone and don't know what the 5th one was doing but when I started to complain she showed up out of nowwhere. She was very rude to us also.

They are mailing the contacts to us because I will not go back into the store again, which is to bad because I have purchased quite a few pairs of glasses and contacts over the years. I have been in retail for many years and have never seen such unprofessional behavior.

Christine of Capital Heights, MD, writes (8/6/00):
I purchased a pair of eyeglasses from Sterling Optical and have been unhappy with my vision ever since. They were bought with my Citibank Platinum Select card on March 2, 2000 for $423.86. In addition, I paid $49 for an eye examination and prescription on March 1, 2000 that did not correct my vision.

I have made many unsuccessful attempts to get good vision with these eyeglasses by having my eyes re-examined and having the lenses re-made on three different occasions.

• 1 Mar 00 Eyes examined by an Optometrist at Dr. R.K. Rice and Associates, located inside Lenscrafters, Landover Mall, 2411 Brightseat Road, Landover, MD 20785. Since Lenscrafters does not use Varilux lenses, I took the prescription to Sterling Optical. There I was charged $268.96 for Varilux Progressive CR 39 lenses; $24.95 for Tint; and $129.95 for Hi Index Multifocal Upgrade; for a total of $423.86. I paid with my Citibank Platinum Select credit card.
• 12 April 00 Picked-up eyeglasses. Reading vision was impaired. I wore the eyeglasses for a week. Constantly I had to remove the eyeglasses when trying to read because my vision was blurred. I couldn't see good enough to write checks or read a computer screen.
• 17 April 00 Eyes examined a second time; this time by the owner, Dr. Rice, at Dr. R.K. Rice and Associates, whereupon she changed the prescription and recommended a "re-measure segment height & D.D./Varilux." I took the new prescription back to Sterling Optical and they sent the lenses back for a free re-make. I picked up the new eyeglasses about a week later and found only a slight vision improvement.
• 28 April 00 Returned "re-make" eyeglasses to Sterling Optical because reading vision was still poor. Sterling had its own optometrist examine my eyes. And again, the prescription was changed slightly for the left lens. So, for a third time, Sterling sent the lenses back for a "re-make" of the left lens.
• 5 May 00 Picked-up eyeglasses. Reading vision was still impaired. I wore the eyeglasses for three weeks and still did not have good vision. It was difficult to read papers, books, or mail. This is very important because I work in a Federal government library.
• 25 May 00 Called Sterling Optical, identified myself, and asked to speak to Rochelle, the store manager. I intended to ask her what else I could do to get eyeglasses I could use. When she failed to answer the telephone after five minutes I hung up the telephone. She did not return my call.
• 30 May 00 I sent an email to Varilux at TechnicalQuestions@EssilorUSA.com and asked for their help or recommendation on how I could get new lenses for my eyeglasses.
• 1 June 00 Varilux wrote to me saying they contacted Sterling Optical and spoke with Rochelle, the store manager. Varilux asked me to contact Rochelle. They said they were available to assist Rochelle at her request. I called Sterling that same day but was unable to reach Rochelle.
• 2 June 00 I called Sterling to speak with Rochelle. After waiting for 10 minutes I hung up the telephone and called back. This time I was told Rochelle was too busy to come to the telephone. I left my name and telephone number and asked her to return my call. Rochelle did not call me back.
• 4 June 00 I wrote to Citibank Platinum Select to see if they could assist me in obtaining a refund from Sterling. I provided details of all my transactions with Sterling and asked that they credit my account.
• 19 June 00 I called Citibank because I had not received a response to my letter. I asked them to send me the appropriate forms to fill out to get a refund on eyeglasses that I could not use.
• 27 June 00 I sent forms back to Citibank. Later, Citibank wrote back that it was a valid charge because I had paid the entire balance of my bill. Had I not paid the entire bill then I could withhold payment until I was satisfied with the product.
• 27 June 00 Sterling manager Rochelle finally called me and said she suspected that a wrong lens had been put into my frames. She asked that I return the glasses. (This was the same day I returned refund forms to Citibank).
• 28 June 00 I returned my eyeglasses to Sterling. (The newest lenses had been set in my own previously purchased frames.)
• 5 July 00 I called Sterling to see if my glasses were ready; I was told they were not.
• 7 July 00 I called Sterling to see if my glasses were ready to be picked up but Rochelle was not there so I could not get any info on my glasses.
• 8 July 00 I called Sterling again at 2:30 pm but Rochelle had not arrived yet.
• 9 July 00Found the Sterling Customer Service email address and sent in a complaint. I never received an acknowledgement or a response.
• 16 July 00 Sent a second email to the Sterling Customer Service email address and again did not receive an acknowledgement or a reply.
• 19 Jul 00 I called the store to ask about the status of my glasses; Rochelle was not in. I asked if my glasses were ready for pick-up and was told "No" -- without even a pause. I asked the person if they could check to see if my glasses were ready. I waited on hold for over 5 mins before I hung up.
• 26 Jul 00 I sent a certified letter to Rochelle and to Citibank, Customer Service. The letter asked for the return of my frames and for Rochelle to contact me by 9 August. I asked for a full refund of $423.86 in resolution to this problem.
• 2 August 00 I received a message on my home answering machine from Sterling that my glasses were ready. The message was left at 10:09 am. I picked up my frames/glasses about 5 pm. Rochelle was not at the store and had left no message for me about the lens she said she was going to install. Upon closer inspection at home, I discovered that my glasses had one brown tinted lens (left) and one rose-colored lens (right). In addition, I still do not have good vision with these lenses.
• 2 August 00 Received certified ltr receipt back from Citibank in South Dakota but not from Sterling in Maryland.
• 3 August 00 I called the Sterling Customer Service office 1-800-332-6302 to speak to a service rep. I was told the Manager, Susan, would contact me at work on 4 August.
• 4 August 00 I called Sterling to speak to Customer Service Manager, Susan. I explained the problem and she said she would call the store and speak to Rochelle and ask her to contact me. I told Susan I was not hopeful that Rochelle would call because of her past uncooperative position. Rochelle did not call me. I would like a full refund on the eyeglasses.

  Since 1 March 00 I have been trying to obtain a pair of eyeglasses that would provide good vision. I charged the eyeglasses on my credit card and promptly paid the bill because I believed that Sterling was a reputable business and would responsibly provide good service. I have purchased many pairs of eyeglasses from Sterling since the 1960's and never was treated so badly. Over the past five months, I have made nearly ten visits to the store for pick-up, eye exam, and delivery of my glasses. I have been so frustrated that my hypertension worsened and I was prescribed an additional medication in May 00. I paid my credit card bill on 1 April and have not had good vision one day since I first obtained my glasses on 12 April.

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