Reviews

Review Details

• Review fromCLAUDIA U

  Date: 04/25/2025

  Thieves! I found out after they told me no that I was covered for bifocals. I returned to get reimbursed so they made an excuse that I needed a special "trivex " lenses. Untrue ,never mentioned by doctor at 2 exams. Been going back and forth for months with insurance and Sterling keeps telling this lie. There is no trivex stamp on the lenses 200.00$ they stole from me!!!

  Sterling Optical (Bay Shore) (Islandia)

  Date: 04/30/2025

  This letter serves as a formal response to the complaint involving ******* ******.On March 27, 2024, Mrs. ****** visited our location for an eye exam and new glasses. After the consultation with the doctor, a sales associate consulted her on the recommended lenses to satisfy her everyday needs and overall eye health. Due to the prescription's strength particularly in the right eyethe trivex material was recommended to minimize lens thickness and weight; this lens is not covered by her plan. Mrs. ****** selected trivex bifocal lenses with a custom tint, totaling $199.00. Her selected frame was fully covered by her insurance plan. Our sales associate educated the customer on the store policy that is displayed in store for all of our customers to see, as well as printed on the receipt each customer receives which states no refunds. An exchange or store credit would be granted within 60 days should the customer have any dissatisfaction with the merchandise. Mrs. ****** understood and proceeded to pay $100 with a mastercard, she was then given her receipt and was told the estimated time it would take for her glasses to be ready. Mrs. ****** picked up her glasses on April 10th, 2024. She tried them on with a sales associate to ensure the prescription was okay and the fit was comfortable, she expressed no concerns with the glasses. Mrs. ****** then paid her balance of $99 in cash, she then took her merchandise and left. Sometime in September Mrs. ****** came to our location expressing concerns with a defect in the lens. She explained to our staff that she felt like there was a third prescription in the middle of her lens. The staff in our off-site laboratory checked the lens for any defects as well as checking the prescription to make sure it matched what the doctor prescribed. We did not find any issues with the lenses. Our staff reminded Mrs. ****** of our store policy. We can only do exchanges, changes or adjustments on the glasses as long as the patient comes back within the first 60 days of pick up. Mrs. ****** explained to our staff she didn't not have time to come in so as courtesy we ordered her a new pair of lenses despite the fact it was past the 60 days and we found no issue with the lens.On October 1, 2024, Mrs. ****** came to our location to pick up the glasses and reported difficulty with the distance portion of her lenses. Our doctor re-evaluated her prescription and made it a step higher from her previous prescription. The doctor trial-framed her to make sure this updated prescription would work for her. After this evaluation the doctor recommended she try out progressive lenses as she thinks they would work better for her everyday needs. Our sales staff educated Mrs. ****** on the benefits of wearing a progressive lens. She was made aware that the progressive lens with her prescription would cost $399 but since she has been having a lot of difficulties with her lenses we offered to deduct the $199 she paid previously meaning she would only have to $200 if she wanted to upgrade her lenses. Mrs. ****** was not receptive to trying progressive lenses. Our staff re-took her heights for the bifocal to ensure it was correct and we reordered the lenses with the new prescription again at no additional cost, despite the 60 day warranty period having passed. Her lens order was placed immediately to ensure the quickest turnaround time. On October 14, 2024, Mrs. ****** picked up her updated glasses but continued to express dissatisfaction with her distance and intermediate vision. Our staff suggested that if Mrs. ****** had a previous prescription she was comfortable with or if she wanted to see a doctor in a different office we could remake her lenses with that prescription, but Mrs. ****** declined this option. She demanded a refund and our staff reminded her of our store policy. She ultimately left with the glasses as prescribed.We have made every effort to address Mrs. ******* concerns, including multiple doctor consultations, trial-framing, updating her prescription, and suggesting alternative lens options. Unfortunately, Mrs. ****** has chosen not to pursue any of the options we suggested to her. We remain committed to providing excellent care and support for all our patients.

• Review fromIrene C

  Date: 01/13/2025

  I went to sterling optical at Bayshore mall on Christmas Eve 2024. I have an insurance that covers a specific kit of glasses and covers cr35 ( plastic) lenses and polycarbonate as well as the exam. I asked to see the kit of glasses which they said they didn't have but that one row in a case would be covered anything else would be an upgrade. Fine that's a lie because to be part of the network the kit is given to you and those are the only frames to pick from and the row wasn't it. But I would have been fine with that if the sales person lied again saying my prescription was out of range and I was REQUIRED to get trifecta lenses that cost $189 that wasn't covered by the insurance. My rx is -4.25 left eye with -4.25 and the slightest of astigmatism in the right which would have been covered by insurance if she let me choose polycarbonate lenses . -4.25 in a plastic frame and poly lenses would have been adequate but she stood firm saying I was required to get the specialty lenses due to "out of range". Hahahaha I left there I knew she was lying I went to Cohen's optical they had no problem filling my rx. And I didn't need a specialty lenses. They did get money from my insurance though and I'm sure they billed for a medical exam eventhough I was seen by an optometrist not an opthalmologist. They are totally fraudulent and I will never use them again and I told everyone I know what happened because I feel that if I didn't know better I might have fallen for her lies. I give it one star because the optometrist was good it's the sales staff that disappointed me and I told the insurance as well.

  Sterling Optical (Bay Shore) (Islandia)

  Date: 01/27/2025

  This letter serves as my formal response to the complaint involving ***** *******. On December 23rd 2024 Ms. ******* came to our location for an eye exam. After seeing the doctor Ms. ******* spoke to a sales person to discuss the type of lenses needed to satisfy her everyday needs as well as the overall health of her eyes. Any patient that comes into our office with a high prescription like Ms. ******* is recommended to wear Hi-Index lenses since that would be best suited but it is completely optional. The frames that are covered by ********************* were shown however she was not happy with the selection provided by her insurance. After speaking to our sales staff, Ms. ******* decided she did not want to be serviced at our location and requested her prescription, which we provided to her.

• Review fromNicholas M

  Date: 01/01/2025

  They are literally criminally charging people -- so 3 other customers I met online and investigated with (Bay Shore Sterling Optical), are prepared to bring forth a class-action lawsuit on the basis of: wrongful tax collection for a medical device in the state of ******** (ensured that our distance eyeglasses were exempt from sales tax yet were charged it) & also for deceptive business practices/fraud. I was the only one there on the day I had my appointment, January 1, 2025. I was told my exam and a pair of ******** approved lens and frames (which I choose from once a year allotment) were covered when I checked in. Like every year. They didn't even ask about my history just a bunch of tests I didn't need with 0 explanations. The tech was silent. They talk quick and deceive the customer into things they don't need and upcharge everything. The doctor ripped me off into buying "high index" glass lenses, when it turns out my Rx is perfectly compatible with the usual polycarb lenses I always have. He never said it would be more. Then he's talking about transitions and blue lights did he even read my file; I have ********. I can't do any extras. Once he heard ******** he disregarded me completely. All the other options for the same Rx lens+frame+blue light filtering $300-$500+ less. I asked the *** during the exam how the scratch on my cornea looked in left ******** just glanced at it with his light and says 'it looks good to me, all good'. He literally didn't even look. Felt like a bunch of shysters looking back at everything. You know it when he says "give my good guy a special deal ladies"THE WORST PART is checking out they claim my "******** ************ vision benefit changed (it did not - I called the state office) & that I "only have a $100 credit to use now" (This should have been 100% benefit since my Rx changed). No ******** lenses either (which *********** said they should still have). On top of it all, we were all charged sales tax. We demand answers!

  Sterling Optical (Bay Shore) (Islandia)

  Date: 01/16/2025

  This letter serves as my formal response to the complaint involving ******** *******. On January 01, 2025 Mr. ******* came to our location to get an eye exam and glasses. After the patient was done with the doctor he discussed with a sales person the type of lenses needed to satisfy his everyday needs as well as the overall health of his eyes. Mr. ******* chose a frame from our upgraded frame selection. The retail price for those frames is $399, he paid $220 for the frame after his insurance benefit. For his lenses he chose single vision hi-index lenses with Zeiss blue blocker coating, overall retail price for those lenses are $699 and he paid $460 for his lenses. Mr. ******* also added a one year warranty to the frame for $30, his total came out to $710. Our store does not charge sales tax to patients however if a patient is paying with a credit card a 3% surcharge is added which every patient is made aware of, there are also multiple signs posted stating this information. Mr. ******* paid with an amex credit so his total amount paid was $731.30 after the credit card surcharge. Our sales associate educated the customer on the store policy that is displayed at the store for all of our customers to see, as well as printed on the receipt each customer receives, which states no refunds, exchange or store credit only within 30 days should the customer have any uncomfort with the merchandise. Mr. ******* understood this and signed the waiver of responsibility as acknowledgement. Our sales staff gave Mr. ******* his receipt and told him the estimated time it would take until the glasses were ready, which normally takes about ***** business days. Mr. ******* order was immediately placed to ensure the quickest turnaround time. We contacted Mr. ******* to let him know his glasses were ready for pickup on January 6th, 2025 but we were unable to reach him and left a message. We understand Mr. ******** concerns and if he is interested in making any changes to his orders our staff would be more than willing to assist. We at Sterling Optical strive to provide outstanding customer service to each one of our patients and Mr. ******* is not an exception, we would be more than happy to rectify this situation to ensure our customer is satisfied with his purchase.