ComplaintsforEyeMart Express

• Initial Complaint

  09/25/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I'm not happy with my eyeglasses from eyemart Eye Express there's something wrong with them and I wanted to get a full refund and wait and see what my eye doctor said because there's issues with my vision in these two pairs of prescription eyeglasses I got and had made at eyemart. They don't state their disclosures on full cash refund their return policy is nowhere to be found on their receipt. I am in the time frame of being able to get a full refund and it was not allowed in store.

  Business response

  10/03/2024

  We want every customer to have a great experience in our store. Thank you for letting us know weve still got work to do! We received confirmation that you have returned to the store on 9/27/24 and received a refund of $194.85 back to a **** card. If you have any questions please reach out to our **************** team Mon-Fri ******* CST **************.

  Customer response

  10/03/2024

  Yes they did a full refunding added it to my debit card I been so busy I completely forgot to let you know that it was resolved thank you for notifying me

  Customer response

  10/10/2024

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  08/17/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  bought glasses on 7/24 with a verbal promise to be delivered within next 10 days, the receipt promises by 8/14 called after each time period and was told "maybe they were received scratched and had to be reordered" two issues with this, I wasn't notified and what I bought was scratch resistant, an obvious stall line. got message they were done on 8/17 and when I asked about their procedure when they hadn't honored their promise was dismissed to wait, after being ignored for a lengthy period of time I got my receipt with time promise back before I lost composure for being mistreated, checked on and could receive the nearly exact pair (materials the same) through ***** for $77.80 Vision for Less, *************** ************ Ia cost $360 without of pocket of $59.80

  Business response

  08/20/2024

  We sincerely apologize for your experience in our store. Our General Manager reached out to you on Monday, August 19, 2024, at 10 AM CST and again on Tuesday, August 20, 2024, at 10:10 AM CST, leaving a voicemail on both occasions. We encourage you to contact our General Manager at the ************ location at your earliest convenience so we can address your concerns. Thank you for your understanding.

  Customer response

  08/20/2024

  I have heard nothing

  Customer response

  08/22/2024

  I am rejecting this response because:   I have heard nothing

  Business response

  08/22/2024

  We appreciate *** bringing this matter to our attention. I want to clarify that we have documented call logs indicating that we attempted to reach the phone number provided in the complaint from our ************, ** store, complete with date and time stamps. Each attempt resulted in a voicemail, and our General Manager left a message each time. If the phone number is incorrect, I encourage *** to contact the local store directly and ask for the General Manager so we can work together to resolve the issue. Thank you for your understanding.

  Customer response

  08/22/2024

  wish to thank you for your assistance but for my own personal well being do not wish to contact this shady outfit further, only hope others do not get caught by their lack of business acumen and deceptive behaviors

  Customer response

  08/27/2024

  I am rejecting this response because:   wish to thank you for your assistance but for my own personal well being do not wish to contact this shady outfit further, only hope others do not get caught by their lack of business acumen and deceptive behaviors

• Initial Complaint

  08/08/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Well the lenses in my glasses were made wrong.

  Business response

  08/22/2024

  Thank you for reaching out to us regarding your glasses. We understand how important it is for you to have the correct prescription, and we appreciate your patience as we navigate this situation together.
  
  As we discussed, the warranty for your glasses has unfortunately expired, and we are unable to proceed with a remake without a valid, unexpired prescription. We have made several attempts to contact your doctor for an extension, but we have not yet received a response. We appreciate your willingness to reach out to your doctor as well, and we hope that you are able to obtain the necessary prescription soon.
  
  In the meantime, we want to reiterate that we are more than happy to offer you a full refund for your order, should you choose to accept it. Your satisfaction is our priority, and we are here to assist you in any way we can.
  
  Please feel free to reach out if you have any further questions or if theres anything else we can do to help. We look forward to resolving this matter for you.

• Initial Complaint

  06/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Over the past 5 years I have had 3 eye exams at EyeMart Express and purchased glasses there. My Wife also goes here. This is the ************************************************************ location. I just went for my most recent eye exam on 6/8/2024. Overall I had a great experience (like normal), but they are refusing to give me my Pupillary Distance measurement as a part of my prescription. They told me that it is the "discretion of the optometrist" and that they choose not to. While I have purchased glasses before from this store, there is a pair of glasses that I want to buy online that are not offered by EyeMart express. I have called the store twice and both times they refuse to give me my Pupillary Distance measurement. Here is what I would like: I just would like for EyeMart Express to give me my Pupillary Distance measurement as I did pay for an eye exam.

  Business response

  07/16/2024

  Dear customer, a PD measurement is not a requirement to be entered on a prescription per the ***** of ********* of ********.. Since New York is a licensed state and the opticians are licensed, there may be stricter regulations when it comes to measurements and what the board of optometry deem as "manufacturing process." A member of our customer service team has attempted to reach out on July 1 and left a voicemail. If you have any additional questions or concerns, please contact our support team Mon-Fri 8am-5pm CST **************.

  Customer response

  07/17/2024

  I received a voicemail from Eyemart Express with my PD measurement, thank you. I understand your explanation; however, the actual location told me it was the Optometrist's choice and mine would not give it out. I wish I did not have to go through this process to get my PD.

• Initial Complaint

  05/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  More info

  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

  More info

  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 life

  Business 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

  More info

  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

  More info

  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

  More info

  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 ******.

*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. ↩