ComplaintsforEyeMart Express
Optical Goods
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Complaint Details
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Initial Complaint
05/28/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I became a new patient of this business in March of this year because I needed an eye exam and fitting for contact lenses. I received a trial pair after my visit but I started to feel discomfort in one of my eyes just shortly afterwards. I went in to the location to see if they would let me see the Optometrist to find out what was going on. The office manager in the front immediately tried to diagnose me with having an eye infection or something along those lines and said I was not covered for an eye exam with my ***************************** This is not correct as my insurance covers eye exams. I told them I could not afford that and asked for my prescription and left. I took my prescription so that I could purchase on my own when I can afford them. Today, 05/28/2024 I contacted the office again to ask if I can get a free trial pair of lenses as I still cannot afford any at this time. I was told no and only given the option to speak to yet again the office manager who refused to give me the name of the company (which is not listed anywhere) and she refused to let me speak to the Optometrist or anyone else in the office saying she is the only point of contact. I find it disturbing that I can't find out any info. on who actually owns the practice and who can address my vision concerns. I need to be able to see in a comfortable pair of contacts, which these are not! But, because I have no choice I humbly asked for at least a new trial pair to sustain me until I can afford some new ones. I am still in a great deal of discomfort from the pair they gave me as it has been 2 months now and they are supposed to be on for only 1 month. I was told I could see the Optometrist should my trial pair not work out and they do not! An office manager with no medical background in Optometry cannot diagnose me with an eye infection when it's the contacts they gave me causing these issues.Business response
06/13/2024
Hello,
We're sorry to hear about your experience at the independent doctor's ****** next door. Unfortunately, the doctor is not employed by Eyemart Express. We encourage you to reach out to their ****** directly to resolve any issues or concerns.
Initial Complaint
05/25/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
We went to Vision 4 Less on 5/17/24. The way we were treated is completely unethical and unprofessional. I am disgusted by the lack of customer service and the unprofessionalism. Employees (*** and ********) should not be allowed to speak to customers the way we were spoke too nor should have their been yelling across the store. Makes for a very unpleasant experience.Business response
06/13/2024
Hello, The General Manager has reached out to the customer on 6/6/24 to discuss the complaint and resolution. The customer returned to the store on 6/7/24 and received a refund and kept the 2 pairs of glasses.
Initial Complaint
04/04/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
I bought glasses from this business expecting them to be good quality but the screws have fallen out and the glasses have become useless, I'm very disappointed and quite ****** off really, as I'm completely blind without them, so until I can get them replaced I can't even leave my house. I would like Eyemart to replace their faulty product so that I can continue to live my every day lifeBusiness response
04/09/2024
Hello, we are not able to locate any purchase records with the information provided. We are sorry to hear about the screws popping out, we do offer free s**** replacement. Please visit your local store and they can assist you with new screws.If this does not address your concerns, please contact our **************** line Mon-Fri ******* CST **************.Initial Complaint
02/23/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
On December 16, 2023 I purchased two pairs of glasses from EyeMart Express in ******, *****. I inquired why the last pair of glasses that I purchased from them had scratched so quickly, I was told by the employee who I believe to be the store manager "that it is common with the anti-glare", and asked "what I use to clean my glasses?" I told him I only use microfiber cloths. So he told me that I should not get anti-glare, that was the problem, an hour later when I went to pick up my glasses, the female who brought them out to me never even cleaned them. She asked me to try them on and gave me a case for them and sent me on my way. When I got home and ran water over the lenses and dried them with the micro-fiber cloth, these lenses were all scratched as well! I have never had such an issue with scratched lenses. My husband purchases his through the mail and NEVER has any issues with anything! I should have learned my ****** the first time, as the saying goes fool me once....Read the reviews before purchasing from them!!!!!Business response
02/29/2024
Were so sorry you didn't have a great experience in our store. The General Manager had attempted to reach out, but you were not available to take the call. Our General Manager did follow up with an email requesting for you to contact the local store for a resolution to your satisfaction.Initial Complaint
02/23/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
Transaction date was 02/08/2024. Total amount of transaction was $484.85 my out of pocket cost after insurance was $112.95. This transaction was with associate *****. The following week or so I wanted to get a upgrade for transition lenses ***** told me the price would be $105.00. I went in to the store two days later to get the upgrade, ***** was not there but the associate name **** told me the transition lenses would cost $115.00, I told her I was qouted a price of $105.00 by ***** she told me ***** was wrong the price is $115.00 it states that here in the computer. My problem is how can this associates using the same computer and come up with two different prices.Business response
02/27/2024
We want every customer to have a positive experience in our store. Thank you for letting us know weve still got work to do! Our General Manager has reached out to ******* and will get him taken care of when he picks up his glasses.Customer response
03/04/2024
I was refunded the difference of $10.00 and I am satisfied with the company response.Initial Complaint
01/31/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
January 31, **** is when I visited. I asked how much lenses were and was told my total would be over $200, I believe around $250. My glasses themselves were $69.99.Shocked I said, Whats the cheapest since these are only spare glasses? **** says, $139 for only lenses!I say, Oh nevermind, I cant afford that right now!Well now miraculously there are now lenses for $45.Im assuming they make commission. I felt extremely awkward and embarrassed. Honestly, this put a huge damper on my whole day.My last trip there I was upsold scratch resistant glasses that were the worst glasses Ive ever owned. Received my upsold/overpriced glasses with scratches both times, initially and with warranty replacement. I was never told I even had a warranty by the sells person. My $45 lenses have zero scratches. Deceptive sales practices and a ripe off. -*************************Business response
02/05/2024
We appreciate you letting us know so we can address this issue moving forward. The General Manager has reached out to ************** and have discussed the opportunities with creating a better customer experience and collected the feedback about her most recent interaction with a staff member. If there are any additional questions or concerns, please feel free to reach out and ask for the General ******.Initial Complaint
12/12/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
I purchased sunglasses and reading glasses from Eyemart Express on October 13, 2013 . I had asked for anti -glare. My optometrist told me that the glasses were not anti-glare, and that was why I was having trouble with glare and halos. I called the store with my case manager, *************************, and spoke to ****************** said to come in that day, 12/8/2023, and they would replace my glasses free of charge. I went in with my registered support dog. The manager was rude and made comments about my support services dog, Iris. I am 68. I waited an hour, and ***** came to help me. She was very helpful. She assisted me with a pair of glasses and recommended Bi-focals. She **** the lines on the glasses. She typed the order into the computer. ***** told me it would take 7-10days because they dont carry anti-glare lenses in their lab. I thanked her and left. I went to another store, and the Eyemart Express female manager called me to tell me she cancelled my order, and it was her right as the manager. I started crying hysterically as it was a cruel thing to do. I couldnt even calm down because of her cruelty and vindictive behavior. I was in the middle of a transaction. Finally got to my car and waited until I got myself together. I did tell her I would take legal action. I paid with insurance of $262.75 and $135.00 of my money for a total of $398.50.Initial Complaint
11/27/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
i purchased a pair of lenses for my glasses in august 2022 and the prescription was written for varilux lenses which have a 2 year warranty. in november 2023 one lens became "crazed" which mean the anti reflective coating broke down and i can not see out of the lens at all. i called eyemart express only to discover they had closed their store i purchased them from and told me to drive to another city 60 miles away - which i am unable to do they also told me there is no warranty on them at all as i did not purchase a one year warranty for 50$ - if they had used the lens the prescription said to use and that i was told i was getting as that is what i asked for they would automatically have come with a 2 year warranty therefore i would have no reason to have needed to purchase an extra warranty. considering i was charged well over 400$ for the lenses (not including my teachers discount) i had no reason to think i was not getting what the doctor wrote on the prescription. i took the glasses to another eye store today to look at them and discovered they were in fact not varilux brand as written on the prescription and that they used some in house low end materials which is why they only warranty them for a year if you purchase a warranty for 50$. they told me to bad and there is nothing they can do to help me and i can not afford another 400$ and i can not see out of the right eye at all.Business response
12/05/2023
We want every customer to have a positive experience in our store. Thank you for letting us know weve still got work to do! We attempted to call on 11/29/23 and left a voice message. We will make another attempt on Tuesday 12/5/23. If we do not hear back from you, please reach out to our customer care line at ************** so that we can make this right.Customer response
12/05/2023
I spoke with the business. They agreed to send me a check for half of my purchase. Once I receive the check, I will close the case.Customer response
12/08/2023
I have reviewed the business response and accept this resolution.
I spoke with the business. They agreed to send me a check for half of my purchase. Once I receive the check, I will close the case.
Initial Complaint
10/12/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
My husband went to EyeMart on August 5, 2023.He had a pair of prescription *********** sunglasses that I purchased for him from the Maui *** boutique in ******* as an anniversary gift. My husband asked *****, who he believes was the manger, if EyeMart was authorized to work on *********** sunglasses and she assured him that they could. He returned about 2 weeks later to get his glasses and found that whoever had worked on his glasses had replaced the lenses with clear lenses instead of sunglass lenses. My husband asked to have his old lenses returned to the frames and was told that one of the lenses had been "lost". ***** again said EyeMart could work on ****************** and *********** lenses would be going in his frames. ***** told my husband EyeMart would "buy him a new pair of *********" if he was not happy with his lenses. Since we live about an hour from ******* the redo of the Maui *** lenses were mailed to our home. This time, one of the lenses had a large bubble in them and it's very obvious that the lenses are not from ************** husband called the ******* store twice and asked for a new set of ********* and a refund, as promised by ***** and has been told twice that someone from corporate would call to "work it out" yet we have heard nothing. To make matters worse, my husband called *********** to attempt to have the lenses fixed properly and learned that since EyeMart is NOT an authorized Maui *** retailer, Maui *** will not work on the glasses and replace the lenses, rendering his frames useless. Additionally, his frame is one of the frames that was only available in the ****** store that has since burned down.Initial Complaint
07/14/2023
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
This store was totally understaffed and ******* was not very versed on discounts or price. Very poor business model when your employees dont understand how to price your product and waste my time. Be prepared to wait hours !Business response
07/18/2023
We want every customer to have a positive experience in our store. Thank you for letting us know weve still got work to do! Our General Manager attempted to contact you Monday 7/17/23 @ and left a voicemail. Please reach out to our main **************** line ************** or contact the General Manager at ************.
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Contact Information
Customer Complaints Summary
35 total complaints in the last 3 years.
11 complaints closed in the last 12 months.