Reporting Kurtis Ming
Dozens of customers say they couldn’t see through the glasses they bought from Stanton Optical. Call Kurtis investigates the problem after receiving at least 10 complaints alone at CBS13.
In several cases customers say Stanton told them just get used to the glasses and refused a refund.
“Well, it’s like looking through a thick bottom of a coke bottle,” said Karen Idler.
She’s worn glasses since junior high, but says she’s never had trouble buying a new pair until she bought two from Stanton Optical in Fair Oaks.
“I tried them on and it was, it was terrible. I couldn’t read,” said Idler.
She says they were blurry. Stanton remade the glasses with a new prescription from the doctor on site, but she says they were also blurry. Karen says Stanton’s staff told her she just needed to get used to them, and pointed to the receipt that says no refunds.
“I started driving home and I pulled over and I said, ‘This is dangerous!’” recalls Idler.
In January we told you about Gary Fulp, who said Stanton’s Modesto location made his glasses incorrectly.
“As soon as I open up the left eye, it is a complete and utter blur,” Fulp told us.
Fulp also says they told him to get used to the glasses. After we had an independent eye doctor checked the lenses and confirm they were made wrong, Stanton refunded him.
The Better Business Bureau tells us over the past three years it’s received at least 50 complaints nationally involving Stanton and blurry glasses.
“The place that fills the prescription ultimately has a responsibility for making it correct,” said Dr. Donald Yee, a Sacramento optometrist.
Yee says sometimes patients need to adjust to the feel or sensation of the glasses, but if they’re blurry, it becomes a safety issue.
The DMV standard for driving legally is 20-40. As long as they reach that they are legally able to drive. However, it’s not always the safest or most advisable, said Yee.
After two tries, Idler says Stanton offered to remake her glasses again.
“I had no confidence in a third try,” she said.
Once we got involved, Stanton agreed to refund Idler. A customer service representative admitted this shouldn’t have dragged out, saying, “We are … taking aggressive action [for] all of the individuals that failed to provide this consumer with a resolution that was acceptable.”
CEO Daniel Stanton admits the company is having growing pains, but says, “Whenever a customer reaches out to our CS team their issue is resolved to the customer [sic] satisfaction…. The outcome is always the same, more than 99% of our customers are thrilled w/the service and products selected.”
Stanton blames the problem on the prescription the independent doctor on site gave Idler and not the way the glasses were made. Either way, Idler says she wasn’t satisfied and will not return to Stanton.
“I will be going to my husband’s eye doctor from now on,” said Idler.
She did end up going to her husband’s doctor, who gave her a new prescription and glasses that she says work fine.
The Medical Board of California oversees eyeglass stores and has the power to shut them down. It also says improperly made prescriptions are a safety issue.
They want to hear from anyone with this type of problem.