ComplaintsforEyecare Express - Elkhart

• Initial Complaint

  06/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I purchased 2 pairs of glasses last summer. During the winter while I live in ******* one of the pair fell apart. I took them to several places to repair and was told the lenses were not made the same size. So the only solution was to buy plastic frames that could be heated to fit around the lenses.When I returned to the area, I went to the store I purchased them and told them what happened. They proceeded to tell me the only option I had was to pay an additional $87 for them to remake the lenses. It was totally their mistake and they would not budge, so I paid. But I will never do business with them again!!!!

• Initial Complaint

  05/15/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I went in with my girlfriend if she had made an appointment received a flyer in the mail about an promotion they had going on or sale I guess took the flyer in with me as the place was not busy me and my girlfriend were the only one of the lady sitting in the waiting room it was waiting to see the eye doctor I started to question some about the different Services how much the glasses were or whatnot because I was going to be a self-pay so before I went in there to schedule an appointment I wanted to know what I had to look forward to the lady at the front desk to take this information basically didn't want my information after three different attempts to get information from her why she just picks up her phone personal phone I mind you and starts to text or scroll through something I don't know but I'm standing right in front of her I decided I'm not getting nowhere for this lady I'm not going to work I'll come back later then out comes now I know to be the optometrist of the place and ask me if I've been helped I told her what kind of but not really I don't think the lady wanted to help me now I couldn't get much information so I gave up I was just going to call back in later and she asked what I needed I told her I needed to get in an eye exam and possibly a new pair of glasses she walked over the computer typed in the information and said well we can get you next this leather lady told me I need to schedule an appointment to next Tuesday I didn't ask her previously what medicated covered she told me she had no idea what it covered I would have to schedule a visit pick out my lenses or my glasses and then run it and they would tell me what it would pay I was later informed that was not true that they could call my insurance company or I could and they would tell me exactly what was covered on this with that all being said within 20 minutes of the optometrist coming out and taking over the receptionist position I had an appointment scheduled for that day within the next 20 minutes and was told exactly what my insurance would cover the front lady at the front counter not helpful as if she didn't take my money important my girlfriend in front of me was there for the same thing she has no insurance she's self paid two pairs of glasses three in total with mine and two of the three are not correct one of the two that are not correct will be going back forget its third repair they have blamed everything from glasses to my to my vision issues and able to not see with the glasses all the way down to the style of glasses were picked out affecting the lenses and the fact that they're unclear and it's like being drunk nobody explained any of this above picking out the glasses or give us any of this information had this been said if that's truly the case why would anybody buy those glasses now let's keep in mind folks these are standard issues lenses with no bifocals no coloring nothing just your basic lens I don't really think that would be true but furthermore how can you have two pair of glasses the same style the same prescription and two totally different views from them so in turn out of the three pairs of glasses we have one pair that are able to wear for one person but yet Fall Apart the other pair I can't drive at night with nor do they have the lenses to replace with so I can fix this issue what they say will be no refund no nothing issued so here I sit with one pair of glasses $171 later and still can't see I could see better out of my old than I can my new I will yet be making my fourth trip back in there today hopefully to find some answers but I don't expecting much help on top of it what I was supposed to be applied for a discount it's not true building is horrible doesn't show what you're built for just a grand total doesn't show what a discounts were applied and how they were applied just to grand total my rough estimates if I should have been around $130 out the door I was told the lenses would be no more than $89 but yet charged 119 basic lenses so they were $39 I've added this up I don't come up with the total they come up with but nobody can tell. I have used other eye care Expresses in the past before glasses for contacts and for eye entries I never experienced near this poor quality of customer service my exam went great my visit was optometrist was fine but the service outside of that and the product service Bar None is one out of 10 I wouldn't recommend the place at all not if you're looking for a deal it's not a deal it's a bait and switch and be prepared to pay far more than you have and this economy with the jobs the way they are I can't afford those things so now I have a pair of glasses as well as my partner that we can't wear and have nothing to do with that creates a hardship for us between the two of us we have almost $400 in glasses they look good sitting on the dresser but nobody needs to see up there guys we need to see out in our life so if you value your dollar and want to be treated with respect this isn't your store ********* got better service there I quit going there but I will probably go back to visit at least customer service will help you if you can't see

  Customer response

  05/16/2023

  So the result is of my glasses that I posted on here about earlier I called my insurance company and got my provider involved because they had no proof of it being ran through my insurance so that's why they can't give a refund because they didn't build my insurance which I thought was done but no they went ahead and **** this as a self-pay which is why I have no bill and on top of it it was in my 30% discount they claim they gave it on the other was only 20% upon arguing with the store manager back and forth and what not I was on the phone with my insurance company and he could hear what she was telling me and he was on the phone with the other manager that's telling him to complete opposite of what the ladies telling me but we're on a conference call so it was quite funny when the lady got called out on her lies and was caught no more and realize what was going on she got really defensive it was really rude told me that I needed to shut up and be quiet but she was helping me as much as she could and I said ma'am I've been all but patient and all that quiet I've called I've tried to explain and you guys have been nothing but unhelpful unrude and I'm dissatisfied with my service after four times of coming in here and spending about 6 hours of my life dealing with this and you guys treat me as if nobody knows and then you want to insult ****************** yeah I'm a little upset right now I am and I still have a pair of glasses that I can't wear and you're told me you can't refund my money so come to find out they will refund your money there needs to be an investigation launched obviously ****************** seems to think as well the number that was built for these glasses that I was supposed to go through my insurance company doesn't exist so whether we relied to or somebody else is getting built for this who knows after I went there the lady told me well give me your glasses then so I said I'll have to go back and get my glasses they're at home I can't wear them cuz I can't see out of them I'm wearing my old ones still so I drove an hour back home to come back up here for them to tell me oh she just left for lunch she'll be back in an hour okay I said that would have been nice to know when I left for here 2 hours ago it's now 2:30 in the afternoon and she's going to lunch which is okay I get it but communication is key here the whole thing in the whole problem is here communication lack of training and I think lack of care for people the sad part is they lost two clients they both have eye diseases they need glasses twice a year I've been using icecare Express for probably 6 years now not the old car location of course I've been there for I injuries I've had two retinas burn off my eyes I went there everyday for 7 Days twice a day and then I went there once a day for seven more days I've got glasses from a many times several pairs that I still have and have near none of the issues that I have the moral here is the optometrist at the place tells me my eyeglasses have changed my prescription has changed dramatically I can't see out of those glasses but I see much clearer out of my but I see much clearer out of my glasses. The new glasses were so bad that on Friday night driving home I couldn't see to drive so I had to pull over alongside the road and wait on somebody to come get me to drive me home at 1:30 in the morning this is after telling them I can't see you out of them I can't read with them and I was told again nothing we can do which I know different because I got to prepare my girlfriend's cup the same time together this place is a disgrace folks really do your research and watch where you spend your money so they're telling me that it'll be there in 3 to 5 days on a card I don't I don't think so reading on upon the reviews from other people and speaking with a couple other people isn't the first person that's had this issue and this is an ongoing issue there and they've never received their money either they've been till 14 days still. So I was told after I come there if I ever needed anything or any more questions so don't come back in the store but to call and ask for it the manager I did nothing wrong here I try to explain to them that since this isn't right service isn't good the product you gave me wasn't good and I'm not feeling wasn't right when you approved wrong and you didn't want to hear me so I had to step above and above and above and then when I had to do your job and your insurance company had to tell you how to do your job now I'm not locking your store anymore but I can call I've said nothing wrong so don't really going to lose two but everybody I know I'm sure going to let know about this story as well as everybody out the parking lot on my way out I did tell people be careful on your building and showed them exactly what happened due to the fact I have a girlfriend that still has a pair of glasses she paid for they won't do nothing about I just went to ******* and got a new pair of glasses after I left there they've adjusted him they gave me an eyeglass cleaner a rag the customer service was great I got none of that here I haven't I spent $171 and you don't give people back to clean their glasses explain to them how to clean their glasses or nothing more furthermore I don't even know what type of lenses I have in there so how would I know what cleaners to use set up to fill from the beginning I feel the staff everybody with the optometrist in there needs to be trained or relief the management staff in there is awful awful rude very disrespectful and has no customers relation skills at all none this is something I would expect out of a gas station Clerk somebody that has no management skills and has no way to deal with customer complaint your issues with it I don't know if it starts in corporate I don't know where it starts but I will gladly to overpay for a pair of glasses not to visit there again I've got my refund but they don't refund my gas my 6 hours of time the headaches I've drove there four times total of 22 miles one way each time and then it stood there and waited for an hour for the manager to come back as well as stood there just to wait cuz nobody knew what was going on. The irony of this is they had my insurance card right in front of them in fact I gave him the card and they had it back behind the counter for quite some time I don't need one person look at it but two people looked at that card and it didn't get Branch through my insurance so who's really paying for ******** glasses ************* world the ******** tax dollars and we got these places these facilities abusing that's why our insurance rates are the way they are today folks because of these people people just like this I would rather patronize and spend hard earned money at my wage that's two and a half days pay haven't we told you have a pair of glasses that are ornament to sit on my dresser I'm sorry I would much rather bought my kids something to sit on their dresser or took my family out to do something to remember rather than to walk by and remember the hardships they put us through over a pair of glasses

• Initial Complaint

  10/03/2022

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I purchased two pairs of glasses on 8/13/22 for $486. The price included $199 for a progressive lens upgrade and $58 for a warranty upgrade. I needed a bifocal which was clear on top and **** (for reading) on the bottom. I thought my request was simple.However, she had the glasses remade five times because each pair they provided was blurry. Not just a little blurry but seeing double blurry. Each pair impaired my vision both close and far. They were that bad.She then decided to have a pair made without the $199 progressive lens upgrade and they worked perfect. I told her if you cant provide clear pairs with the upgrade then I will take the pairs without the upgrade but I would like my $199 back. Seemed to me to be reasonable and standard.However, her response was that they dont give refunds and wont give me my money back. She then offered me $50 for my inconvenience of having to come back so many times and wait for my glasses.So, even though they failed to provide their promised service of the $199 lens upgrade they will still keep the money I paid for it. Anybody with 20/20 vision can look through the glasses and see they are not clear.If theyre not able to provide a clear upgrade then refund the full $199.

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