ComplaintsforEyemart Express

• Initial Complaint

  01/13/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I bought a pair of glasses back in October of 2022. Had them for a week and they were too tight called over and went and ha dthem adjusted. They felt fine at first but they were still too tight on my nose and ears giving me a headache every day. Went back over at least 8 times to have them adjusted. Finally asked them why nothing was working and the girl said my lenses were to heavy for the frame. I was like ok why did the first girl not tell me this. Had to order a new set which cost me 158.00. So in total I spent 350.00 on .y glasses which were only supposed to be 150.00. Then get the new ones in they adjusted them because they were too tight. Then had to keep going back because they were either too tight or too lose. Also their scratch resistant is not. My old glasses did not get any scratches om them for like over a year of having them. Took them back there and they kept having to send off fpr new lenses which is a hasssel for me because I live 30 minutes away. Then the last one who I talked to was so rude because I told her she would have to order them and she was like ugh ket me see and was like yeah they will be in in 2 weeks. I don't get how I've had all these problems with 1 pair of glasses I've had dor only 3 1/2 months. I'm still having issues with them. About to go buy a new pair somewhere else. They should not get scratches as soon as they put the new lenses in from them not me. And should not have to go back to be adjusted 20 times. My old ones never had to go back. Should not have had to pay a extra 158.00 for new lenses because no one told me they were to heavy for the frame. Just frustrating have not had them that long and have had these issues. Out all that money which I really did not have for more.

  Business response

  02/01/2023

  ****** ***** purchased glasses on October 7, 2023.  She purchased 1 pair through insurance with polycarbonate non glare lens and we gave her a free pair with basic plastic lens in it, her out of pocket for insurance pair was $138.13, the insurance covered $89.95 and we wrote off $ 20.95. On October !7^th she came in stating the glasses were tight and heavy, we suggested high index lens to make them the thinnest an lightest weight. The upgrade cost was $50.34. She then came  in November due to having a scratch in her glasses, we replaced the lens again. We have to order the lens out so it takes 14 days to get them in from the day of order. She has not been in any other times than this.

  
  

  Thank you

  ***** ********

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