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Business Profile

Eyeglass Suppliers

EyeCare Express

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Eyeglass Suppliers.

Complaints

Customer Complaints Summary

  • 2 total complaints in the last 3 years.
  • 1 complaint closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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Complaint status

Complaint type

  • Initial Complaint

    Date:05/07/2024

    Type:Product Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    4/11/2024 I paid for the glasses. I was told it would take 2 weeks i still do not have the glasses. it will be a month this coming saturday. if they are not going to give me the glasses i paid for a refund so i could go elsewhere would be nice. *******************

    Business Response

    Date: 05/14/2024

    ****** Placed an order with us for Two Bifocals with Anti-Reflective coating on April 11, 2024. We do not do the Anti-Reflective coating in house lab so we have to send this out to a supplier that does provide this service in *******. We informed ****** that it would be a process of 10 to 14 business days sometimes 7-10 business days depending on the outside supplier. However, there was a discrepancy with outside supplier and they had to recoat the glasses a second time, extending the overall time frame. ****** came into the store on April, 27th 2024 concerned with how long the process was taking. I informed ***************** that sometimes the process does exceed passed the quoted time frame due to many possible obstacles with prescription, suppliers, human error, and the postal office mailing system. On May 5, 2024, we received the glasses from the outside supplier and attempted to contact ***************** several times reaching Voicemail. May 14, 2024, ***************** has received both pairs of glasses and communicated satisfaction with the product. 

     

  • Initial Complaint

    Date:01/12/2024

    Type:Delivery Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Purchased glasses on 1201/2023. Now it is 01/12/2024, still no glasses. They said they were waiting on lenses, then lenses were scratched, then machine was down, then they were behind because of *********, and now waiting on lenses again. Have called multiple times, even spoke with manager. They can't give me my glasses, yet refuse to give a refund.

    Business Response

    Date: 02/20/2024

    Patient was quoted seven to ten business days for a high prescription with add ons of poly-carbonate and photo chromatic lenses. Patient was informed that receiving the medical prescription glasses that it may take longer due to his prescription. Our machines were unable to get out his prescription out due to the strength of RX per our doctor. Patient was called and informed of this by *******, store manager. ******** Express covered the cost of $159.00 patient charge to send prescription and medical glasses out to an laboratory we partner with for higher prescription. ******************** and his daughter both were informed of this. as of February 17,2024, we received the patients medical glasses in from outside lab. Patient was informed of medical glasses being ready for pick up by Optician ***** on 02/20/2024 and ******************** verbally communicated that he will be in to pick up the glasses. Per our policy and per Medical Devices - we have a non refund policy as given to all our patients with purchase on our fee slips. Thank you.

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