Matthew Scotty W.
My wife and I had one of the most…
My wife and I had one of the most unprofessional and frustrating experiences we’ve ever had at an optical center, and I feel obligated to warn others before they consider coming here. Our appointments were scheduled for December 19, 2025. Because the online system wouldn’t allow joint scheduling, we booked them two hours apart—only for the optometrist to casually mention that we could have been seen together. That set the tone for what became a disorganized and careless experience. After her exam, my wife tried to ask a simple question about insurance benefits. Instead of receiving help, she was met with a rushed, cold, and dismissive attitude. No effort to assist, no courtesy, nothing. We were told our glasses would arrive in about 14 days. I never received any notification that my glasses were ready. When I called to check, the phone was answered with no greeting—just someone demanding my phone number. When I asked if the call might drop, I was snapped at and told the employee was “on her break” and would call back in 10 minutes. The call didn’t come for nearly 30. When I asked why I hadn’t been notified, I was told they “didn’t have to” and that it wasn’t store policy. No apology, no concern. When I arrived to pick up my glasses, the same cold attitude continued. When I mentioned they didn’t feel right, I was brushed off with vague explanations and contradictory instructions. When I asked about my wife’s glasses, I was told she would “just have to wait” and call back in 14 days. When my wife later called the store, she was greeted with “Optical. Hold!” and placed on hold for more than 10 minutes with no follow‑up. The tone was consistently irritated and uninterested in helping anyone. Shortly after, I began experiencing headaches and visual distortion from the glasses I had just picked up. When I returned, a manager apologized, acknowledged ongoing issues with previous employees, and offered a refund and a replacement pair at no cost. I appreciated that—until the situation got even worse. The refund never appeared on my account. When I called again, the same employee who had been dismissive before showed zero concern and talked over me repeatedly. She refused to connect me with a manager or provide any information about when one would be available. Because my phone blocks private numbers, I missed the manager’s calls. Instead of waiting for a callback, she called my wife and claimed I had been “rude.” She then admitted she couldn’t process the refund to my card and had instead refunded it to my wife’s card—without permission, without asking, and without any justification. She even suggested my wife “just give the money” to me. No professional business should ever handle customer payments this way. At this point, the entire experience—from scheduling, to customer service, to prescription accuracy, to financial handling—has been unacceptable. My wife and I were treated with indifference, disrespect, and a complete lack of basic courtesy. We’ve been a loyal Target customer for years, but this experience has made me seriously reconsider that loyalty. I hope others read this before deciding where to take their business. I would rate them zero stars for their refusal to correct mistakes. After we filed the complaints, they have declined to make any corrections.
Response from Target OpticalJan 13, 2026
Thank you for your review! We’re sorry to hear of your recent experience and we’d be happy to look into it for you. For website orders, please send your order information to [email protected]. For in-store experiences, please send us your information by clicking this link: https://luxotticacustomercare.com/targetoptical/careform