ComplaintsforMyEyeLab

• Initial Complaint

  09/25/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I purchased a pair of glasses from MyEyeLabs on August 23 for $311.50. After repeated delays, I learned my order wouldn’t be processed until September 20. I contacted customer service the week of September 16, but the representative couldn't provide answers and escalated my issue, promising a response within 48 hours—nothing came. Frustrated, I called again on September 23 to cancel my order and request a refund. ***** ******* informed me that he could only create another escalated ticket, assuring me I'd hear back within 48 hours. He did send me an email confirming the ticket (**********). On September 25, I called again for an update, only to find no progress had been made. I insisted on speaking to a supervisor, and was discouraged from doing so three times by the customer service rep. Finally I was connected to **** the on staff supervisor, who tried to downplay the delays and they were associated with ordering glasses online. I expressed my dissatisfaction, noting that I had successfully ordered from other companies, like ***** ****** and **********, without issues. **** promised a response that day but refused to provide his email for me to follow-up. This experience has been frustrating and contradicts MyEyeLabs' advertised service standards. It feels like a scam that is taking customers' money without delivering the product purchased. As of now, I still do not have my glasses or a confirmed refund - 33 days later.

• Initial Complaint

  12/01/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  On July 12, 2022, I inquired about hard lenses. It was explained that modern tech has eliminated hard lenses and the same could be had with soft toric lenses.Accordingly, I paid for exams and the initial lenses. Unbeknownst to me, it was a tele-medic exam the manager said in two weeks, the lenses would arrive in store. Since I needed them for court, I reasoned it was better than nothing.Three weeks elapsed and I was then informed it would take up to 8 weeks! So I asked if the prescription could be written to hard lenses that I could take elsewhere. They refused. I then asked if the prescription could be written for another soft lens since these were immensely expensive. They refused. After 7 weeks the right lens arrived. I was told the left would arrive by the end of the week. So I asked for assistance to place the contact in. They looked at each other and gestured that I could do it myself at the mirror! More than a week later. It still had not arrived. So reluctantly on Thursday I took the right lens. I tried it Friday, and it was completely blurry! Tried again Saturday for 1 hour and my vision was more impaired during and after! I could not focus at all. The 9th week the left lens arrived. The clerk reprimanded me that my sight was messed up because I attempted to wear one contact! I reluctantly took the left lens. When I told them I needed a replacement or refund, they refused. So I called the manager and said I would be there Monday. She conveniently was out that day and the clerks commence to tell me I probably put them in wrong. Once again, I asked for a refund because the prescription was not right and the extensive time I waited was for nothing but aggravation and frustration. **** (the clerk) abruptly said, "We don't give refunds for service" and a sinical "have a nice day"! Slamming down the phone. I would like for the treatment of customers to change. I wrote a letter to their corporate headquarters in October and still have not received any response.Obviously, they are not capable of providing as wide a range of services as they proport. Such is fraudulent and deceptive with no regard for consumer rights. Kindly look into the matter, as I bore witness to another upset customer who was in tears over their dis-service. I suspect they are doing this more than most people are aware of.Thank you for your time and attention.

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