A virtual eye exam, affordable glasses, and quick turnaround — that's the promise behind My Eyelab, one of the fastest-growing vision care companies in America. But for many frustrated customers, the experience has been anything but clear.
The Promise vs. The Reality
Audrey thought she was doing everything right. She needed new glasses and decided to try a recently opened My Eyelab near her home, attracted by their affordable pricing and convenience.
But what she didn’t expect? An eye exam with no doctor in sight (no pun intended).
According to Audrey, they first ushered her into a small room. Then, instead of seeing an optometrist, she took a virtual eye test. This is a telemedicine approach that enables optometrists to connect to patients remotely. It’s marketed as modern, efficient, and cost-effective. The problem? Many customers say they never knew that was the process until they were already sitting in the exam chair.
Audrey decided to go along with it. But after ordering glasses for herself and her daughter, her frustration only grew. Delivery delays, cracked lenses, and prescription problems followed… and happened over and over.
In total, Audrey’s glasses had to be remade four times. It seems each time she received a new pair, there was something glaringly wrong.
When she finally asked for a refund after four months of failed fixes, My Eyelab refused, citing their policy against refunds for custom-made glasses.
The Fine Print Problem
Audrey’s experience isn’t unique. Cinthia Levin of the South Florida Better Business Bureau (BBB) notes that they received over 300 complaints against My Eyelab and its sister company, Stanton Optical — both founded by entrepreneur Daniel Stanton.
The complaints include:
- Poor customer service
- Faulty prescriptions
- Hidden refund policies
- Surprise virtual exams
- Alleged misrepresentation of satisfaction guarantees
According to Levin, part of the problem is what happens after the sale. Customers like Audrey say they were asked to sign a form acknowledging they were happy with their glasses ( even if they weren’t) just to be able to take them home!
Experts Raise Red Flags
Beyond customer service concerns, some eye care experts are worried about patient safety.
Dr. Jeanne Perrine, former president of the Georgia Optometric Association, says virtual exams lack the personal, holistic assessment of in-person care.
“When I walk into a room, I’m assessing your physical and mental state, not just your eyes,” Dr. Perrine said.
Even more alarming, Dr. Perrine believes insurance fraud could be a factor, if My Eyelab is billing as though a doctor were physically present during the exam. And clearly, as Audrey and many others discovered, that is not the case.
What Can Consumers Do?
If you’re considering using a discount vision care provider, here are some tips to protect yourself:
- Ask upfront: Will the eye exam be virtual or in-person?
- Read the fine print: Look for details about refunds, warranties, and guarantees.
- Don’t sign until satisfied: Refuse to sign any “satisfaction form” until your glasses are correct.
- Use a credit card: This gives you more power to dispute charges if things go wrong.
- File complaints: Contact the BBB or your state’s consumer protection office if you feel misled.
In Audrey’s case, persistence (and a bit of media pressure) finally paid off. With the help of TrustDALE, she was able to recover her $900 through Care Credit.
Final Thought
Affordable vision care shouldn’t come at the expense of transparency, quality, or customer respect. If you’re shopping for new glasses in Atlanta or anywhere else, take a close look at the process before you sit down for an exam.
