Sterling Optical
reviews and complaints

I have received a pair of progressive eye glasses from Sterling Optical store in North Wales, PA. They are out of focus and I see thugs blurry. Twice I have gone to the store and they tell me your eyes will get used to it and there is no refund. They have also mistreated me and called the mall security to send me out of the store.

I have been a customer of Sterling Optical on Kung of Prussia Mall for 28 years, but that store is closed.

This is a rip off. I need my money back. Please help me. I am a Senior Citizen and highly educated with PhD. I do not deserve to be mistreated by this franchise.

Dr. Shahrokh Shirasb

[protected]@Yahoo.com

Phone: [protected]

November 2022

I purchased two pair of glasses and 90 pair of contact lenses promised within 3-4 days. I returned to the Tysons store after two weeks never receiving them and was told the glasses were in but had not put in frames. Would be just a few minutes. An hour later. Even while waiting to be fitted tech took care of another customer. I requested contacts to be canceled altogether. Told I was not able to. I still have not received contact lenses.

I Had an eye exam and the eye doctor was very personable, but personable doesn’t mean Knowledgeable. I picked out frames and all the extras and paid for everything up front and was told the new glasses would be here in about a week. Like clockwork a week later the glasses were here and I went to pick them up. I tried them on and I commented that they seemed a little strong and the women helping me said give them some time so I took them home. I tried using them at home but I wasn’t able to wear them for more then 10 seconds without getting a headache so I went back and complained again. I was told you should try and get used to them and if you don’t like them you have 30 days to get your money back. I tried using them at work for about a week at work but again way to strong so I went back again. I told them they were too strong and I just want to return them and that I would eat the eye exam so you don’t have to go through the hassle of dealing with the insurance company. I was told the “eye doctor “ suggests cutting the prescription in half. He suggested! Isn’t it the purpose of the eye exam to tell you the prescription needed so I could see, and an “ eye doctor “ shouldn’t be suggesting anything. After hearing that I just wanted my money back and I would go somewhere else. They don’t give money back because they said the glasses were made custom for me….” I said those glasses were not made for me they could have been made for a blind person “ That’s how strong they were, they want to half [censored] fix your glasses that they messed up in the first place so they waste more of your time. They also messed up my Fiancé s glasses and again they don’t want to give back the money. They make you pay up front so once you do that they got you……Scammed in Newburgh and they also scammed my fiancé. People avoid sterling or you might be scammed next

On July 22, I visited the Sterling Optical at 2212 Division St. Stevens Point Wi, 54467. I had an eye exam and proceeded to order glasses. When I picked the glasses up on August 20th, I said to the person who handed them to me, theses aren't the frames I ordered. He indicated to take them home and try them and bring them back if there are any problems. I returned a week later and told them that these weren't the frames I ordered and the glasses they did order did not fit correctly as they are too large for my face. I asked to return them and purchase the glasses that I originally had picked out. They indicated that they don't take returns or "swap" out. They said to keep trying them, and they tried to "tighten" them. I really tried to like these glasses, but now they are miserable to wear. Too large on my face, sit on my cheeks, and now are too tight around the ears. I can't wear them comfortably. My insurance only covers frames every two years, so If I can't return these, I may have to wait two years to get new glasses. my email address [protected]@charter.net

I went to get my glasses fixed at the camp hill pa store. They told me they were not broken without even really looking at them. They said they were supposed to have a removable arm. I went home and the arm fell off again and I saw a clear break. Had to go back and instead of fixing them they suggested using the insurance and replace them. A month and a half later and I am still without my glasses and no communication from them as to when I will get them. Absolutely insane to think this is good business practice.

Me and my son went in to make an appointment on 8-1-19. They were able to see us at that moment but not with my usual doctor. I have been coming to sterling Optical for over 15 years. We ended up seeing Dr. Nicholaos Rokanas who was very unprofessional. First he told me my son has a lazy eye but then told me he didn't see anything wrong then told me his eyesight didn't get worse but he needed to wear his glasses all day. I was confused on that but still wasn't made clear to me. He told me I needed glasses for reading but when I read clear to him he couldn't believe it. I felt like he was trying to invent problems and when I would question it he would drop it. At the end of the visit he told me my son needed polycarbonate glasses well I didn't know there was an additional charge that I couldn't afford at the moment so I denied it since last time it wasn't mandatory. Well that's when the Dr. really got unprofessional he started yelling at me in front of other customers telling me that I was a cheap mother! That I just didn't want to pay! That he saw Mother's like me that caused there children to loose there eye. I am very upset that my child was subjected to such an ignorant person speak to their mother in such a way! He kept telling me it was illegal not to get it but meanwhile my insurance doesn't cover it. Instead if them trying to work with me since I am along term customer they just bashed me for not being able to afford a product. It's a shame that I have referred many people to sterling optical and it's disturbing to know there is ignorant people that assume everyone's financial bracket.

I went to the transit road store in buffalo new york. They fixed my old glasses for me no problem, gave me an appointment no problem. They and I have the name of the person who said some things to me which were considered a violation of hippa.
I also got a voice message from this same person with the exact words used as in our conversation which was against hippa.

You need to train your staff better. I know I won't get anyplace with you about this but it was very embarrassing to me.

I voiced what was wrong at the time of picking up my order. They all looked confused. Guess they felt nothing was wrong. I have been in customer service for most of my life. I know how to talk to a person and how to make them feel like they want to come back.

You may contact me.

I was provided the worst service I have ever had at sterling optical at the Eau Claire, WI location on commonwealth drive. I was told upon order my sunglasses (which took over an hour just to finish the order in the computer) that my glasses would be there within a week. I ordered my glasses on approximately April 11th. Upon follow up the next week I was told by two different people there that they would arrive at the end of the week. Thursday of that week my husband was told there was something wrong at the lab with the lenses and the manager would follow up with me the next morning. I called in that Friday afternoon as I hadn't received a call and they called the lab only then to see what was happening and told me it was the frames they were waiting on and that they couldn't rush the postal service. We went on our vacation and received no calls while we were gone. Upon returning home we stopped back in for them to correct my husband's sunglasses they did and I asked if my glasses were in and they said no and this was approximately April 29th. By this time I am beyond frustrated and was told I would receive a call personally from a girl named Rebecca the next day, I never received a call. I called in on Wednesday to talk to the manager and received a call from someone that may have been a supervisor maybe or just a worker there and she told me they were in, I went in to try them on the lenses were ridiculously thick and my prescription isn't that bad and on top of that the prescription was wrong I couldn't even see out of them. I told them I wasn't taking them for the $300.00 I paid for them and wanted to talk to the manager to get it fixed. I then received a call from a Rebecca stating I could get new frames that were thicker or they could try again and that the prescription was correct because she was the one that entered it. I told them I didn't want to wait another three weeks as this whole thing had been ridiculous and the only thing they would do was provide me a discount on my next visit. My glasses finally came in a week later and granted they were correct this time they just gave me them and I left. This entire time I asked to speak with the manager and never heard from them and wasn't provided anything from them other than a verbal you will get a discount next time and basically a better luck next time when I spent $300.00 on these glasses. I won't be back to even get a discount if their verbal discount were to even hold. I am beyond infuriated as to how I was treated during this month long ordeal. The customer service I received from Rebecca who loves my order and said she knew nothing about this until the very end when she resubmitted my lenses which wasn't true is ridiculous. I can be contacted via email if needed at [protected]@gmail.com

I'm replying on behalf of the services provided to my sister who is hearing impaired. She had services at the Sterling Optical in Waldorf Md. and bought name brand Timberland glasses in 2015. She took her product back to have the lines removed from her lenses. When she got them back, the end piece to the temple broke (maybe during the repair). We went back to see if it could be replaced. The optician placed order and now a week later say that they can't replace and that she need to buy a whole new pair.
She has paid at least $500 total for her eye glasses. Instead of buying more unfit glasses from Sterling Optical and spending more money, I suggested to here to find another eye glass shop. Had I not assisted her, she may have gotten taken for more.

I purchased new glasses september 2016.
On the lenses i got the transition bifocal, tint, glare resistant.
I wear my glasses every day, and always clean them with YOUR glass cleaner and soft towelette provided for cleaning the lenses.
Every now and then i put them under warm water and let them air dry, than polish with again, your towelette.
My total for this purchase was just over $700.
Within a few months, i was getting a lot of little surface scratches and I brought them to Sterling Optical on Ridge Road in West Seneca in which they were purchased and the optometrist suggested to wait until my year warranty was closer in which I did. 1 months before my warranty was up I had my lenses replaced. Within about 3 months I had so many surface scratches it was affecting my eyes watching TV. I called that location to see if there was anything they could do. They said it would have been caused from the glare resistant. They called the manufacturer of the maker of the lenses to see what they could do for me because I been a loyal customer for many years. The manufacturer refuse to do a replacement of any kind because I only had a one time replacement on my coverage. I am on. Social Security / disability and only get a certain amount of money each month. And which I cannot afford to pay for new lenses. I would even be happy with just distant/ bifocal lenses and have no other extras. I plan on keeping these glasses for at least two more years and the scratches are really affecting me affecting my eyes. Or my goodness I will even take just distance on my lenses if I could because it would definitely be a lot better then through scratches all day long. Please contact me as soon as possible on this matter and let me know what you can do for me thank you Susan Smith

I am trying to reach THEM to discuss my problems with their corporate office before stating multiple issues online to "everyone else".
Before I post my letter of complaint on this site, I would like the people at fault to see what they have done wrong but there is no way to each them (Corporate Office).
The insurance company is trying to intercede on my part.
Obviously, I have problems with their policies, stores, and service... will follow.

I was in asked when my daughter exam is up they told me April29 my daughters glasses broke in Jan2016 they wanted to sell me a pair for 200 I said no I went to Walmart I wanted them to fax over script but then they said oh you need a exam first. I am so upset. this is not how to handle good customer service I have been a customer for8 years

I brought my two sons for eye exams, contacts and glasses. The eye Dr. was very nice and professional. I paid for all of my services at the first appointment. A mistake. The Dr. explained the new prescriptions to me. I told the clerk I was going to go through1 800 contacts to order my contacts. She then said the store would match the price and so I said okay. I paid for all of this over... $700 . At home I realized one son was now given a prescription much below what a previous Dr. had done and that he had been wearing for two years. I also discovered my other son whose prescription did not change had plenty of contacts at home in his correct prescription. I immediately called Sterling and said I wanted to cancel my contact order and that I wanted to speak to the Dr. because of the discrepancy with son #1 prescriptions. They assured me nothing would be processed until the boys had their follow up appointment. I then went directly to the store on that day to in person explain my concerns and my desire to cancel the contact order. Again I was reassured that I could talk with the Dr. on Sat. their fitting appointment. I then see that my check has been sent through. I call the store and reiterate my concerns and my desire to not order contacts at this juncture. I am given the manager's name and told to call Saturday morning. In the morning I call, the manager is in but I am asked to speak to someone else. I nicely explain my concerns and am told there will be no refund. I ask to speak to the manager. Eventually John does speak to/at me. He does not listen and instead believes he knows exactly what my concerns are. He accuses me of putting my son's eyes at risk, he tells me I am not allowed in his store for my follow up appointment(already paid for), AND THEN HE HANGS UP ON ME. I go immediately to the store. He is argumentative and rude and again refuses to refund my money and is still stating I am not allowed to return with my sons. I finally move to the back of the store and state that I intend to wait and speak to the Dr. directly about my concern's with son#1 prescription. She was very kind and spoke with me about my concerns. Ultimately my son's prescriptions were held hostage. John stated he refused to have the Dr. give me the prescriptions because my sons were not going to follow directions and were going to use old contacts before purchasing the new ones. I did relent as I did not want to waste my money. I find it ironic, Big John lost a customer, a family with 4 contact and glasses wearers, to gain whatever kickback they get from having folks order contacts in the store. This man is unprofessional, I believe he is a crook, he is completely unreasonable and a bully. Do not seek services from this store.

i purchased new glasses in march of '09. there were a few problems and all were corrected-all but one.
when i picked up my new glasses the lenses were distorted. the salesgirl told me that distortion is normal with no-line bifocals. i have worn no-line bifocals for years and no distortion ever. i have them on for 30 seconds and get a headache. i can see better out of glasses that are 2 years old than i can out of the new ones i just bought in march of '09. so, i would like my money back so i can get better quality elsewhere. the frames i want to save. i bought these at the beaver dam, wisconsin store.

I have been a patient at Sterling Optical for approximately 5 months, and have never experienced such a horibble receptionist before. She was rude, yelled, interrupted and slammed the phone down several times. She also stated she was the "owner" and would not let me order any new contacts because I had, missed an appointment, that I could no control over! I asked her nicely if I could speak to someone else and she refused and continued to yell nonsense. The doctors there are amazing and have always taken such good care of me, but I have worked in a doctors office for 2 1/2 years, and I highly doubt many people would want to deal with such bad manners and uneducated staff.