ComplaintsforEyeMart Express

• Initial Complaint

  12/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  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

  More info

  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

  More info

  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

  More info

  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 ************.

• Initial Complaint

  07/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  A couple years ago my husband bought a pair of prescription safety sunglasses. The frame broke when he dropped the glasses from about 1 off the ground (shattered into many pieces) I went back to eye mart and purchased (out of pocket) a new frame, I had to get the exact one so his lenses would fit. I was told that there was a new 1 year warranty on the frames. Those frames also broke, multiple times, but not as bad as the others. My husband glued them back together. (Btw, he is very careful with his glasses, more careful than anyone Ive ever seen). Eventually the frame broke again and was not able to be repaired. This was well within the year after purchase We went back and were told that there was no warranty, finally after arguing about it, I went to the bank and had my statement from the purchase printed. I brought it back to eye mart and they realized that I was right, there was a warranty. That was on July 23, 2022. He got another frame, the same one. These frames have also broken multiple times this year! He has glued them back together many times. About a week ago the frames broke to the point of needing new ones or someone that knows how to fix them again!! My husband called and was told that there was nothing they could do, the manager that worked there before was not there any more and they did not have the same frames any more, maybe they could order them but it would have to be paid for out of pocket! They are very rude and condescending. This is crazy, these are SAFETY glasses that break multiple times a year with very careful handling! Hes not even using them as safety glasses, thank God! Right along weve asked every time, why do they sell these glasses that break so easily?The only reason we continued to replace with the same frame is because we were told, the first time, it was probably just a bad pair and the next one would be better. Also because we cannot afford to buy prescription polarized lenses to fit into a different frame.

  Business response

  07/24/2023

  Hi *****,

  Thank you for reaching out. We want every customer to have a positive experience in our store. Thank you for letting us know weve still got work to do! The General Manager of our ******* location will be following up with you about getting your frames replaced. If you do not hear back from the store, please contact our **************** line Mon-Fri ******* CST **************.
  

• Initial Complaint

  06/04/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Told me 2 to 4 days now saying 3 weeks. There in half way done pile I need them now not 3 weeks from now Im falling, having bad headaches and dizzy

  Business response

  06/05/2023

  Hello,

  Thank you for reaching out. I apologize for the delays in our ******, ** location. We do see that we have remade both your pairs of glasses at our ********* location and they were picked up on Saturday June 3, 2023. If you are having any issues with the glasses, please give ** a call Mon-Fri 8am-5pm CST ************** or contact the ********* location and any one can assist you.
  

• Initial Complaint

  05/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On May 15 between 3:20-3:30 I was looking for glasses asking questions The employee at this location on Siegen **** by the name of **** needs to be fired **** is a female that work at the ****** lane location. I was treated very disrespectful rude yelling and scream and wanted to fight just because I told her I wanted to know how much was the glasses in my son hands? AND not about the special BECAUSE AN ASSOCIATE HAD ALREADY TOLD ME THE SPECIAL !! ONCE I SAID THAT SHE STARTED YELLING AND SCREAMING at me the customer and yelling telling ME TO TALK TO MY CHILD that way??? What doy child have to do with this behavior??? **** furthermore said "SHE DONT HAVE TIME FOR THIS SHE WANTS TO LEAVE A HOUR EARLY" and I need to find someone else to help me! I was disrespected by a staff by the name of **** and the manager because the manager never came to the customer to apologize she never told me she will talk with her staff she just gave her the time off she wanted as she was telling to fight me outside the door while my son is waiting on a price for the glasses that are in his hand.THE MANAGER ****** PULLED HER RUDE STAFF **** INTO THE ROOM AND THEN ALLOWED HER TO LEAVE EARLY The manager never acknowledged the disrespect never apologized soni want the manager retrained and I want **** fired.THEN THEY Said I GOT UPSET BECAUSE HIS INSURANCE WASN'T APPROVED HOWEVER I WAS ASKING CASH PRICING I WANT THE MANAGER ****** TO BE RETRAINED AND **** needs another job in a different field other then customer service I felt threatened to the point I had to tell her id she ran up I will defend myself. This is very unprofessional behavior That ****** Manager allowed her staff **** to conduct Concerned customer ******************************* of ********************************** ************

  Business response

  05/25/2023

  Our goal is to ensure that every customer has a positive experience in our store. We apologize that you didn't have one and would like the opportunity to discuss your experience.The General Manager of the local store had attempted to contact you on 5/24/2023 and left a message to return the call at your next convenience. If you do not receive a follow up call by May 31, please reach out to our customer care line at **************.

• Initial Complaint

  04/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have gotten my eye exams and glasses from Eyemart Express whenever I needed new glasses and have for the most part been extremely satisfied. In November, 2021, I got two pairs of glasses with progressive lens. One pair had transition lenses so I would have sunglasses. I wore them maybe twice since I've gotten them and when they weren't on my face they were in a case and in a safe place. I took them out to wear them the other day and they were chipped in a bottom corner and separated around the edges. My husband said it looked like the ridges on the sides were too close to the edge and separated, that they weren't made right to begin with. I realize the warranty is expired, but we paid a lot for them and I couldn't use them because of manufacturing error. We took them to the store in ****************,where we bought them, on April 15th, and asked to have them repaired, free of charge, and the manager of the store was rude and condescending. She talked over us when we tried to explain what was wrong or tried to ask questions and refused to listen. And tried to blame it on normal wear and tear when I had only worn them twice at the most. I was getting more and more frustrated, as was my husband, and in order to avoid losing my temper and making a scene, I left. All I wanted were replacement lenses, the frames were fine. I should also say that the glasses looked brand new, no scratches on the lenses, except for the chip in the corner and the edges being separated.

  Business response

  05/05/2023

  Our goal is to ensure that every customer has a positive experience in our store. We apologize that you didn't have one. Our General Manager will be reaching out to get you taken care of with a replacement pair. If you have any questions or concerns, please don't hesitate to contact our **************** center Mon-Fri ******* CST **************.

• Initial Complaint

  03/09/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I went into Eyemart Express to purchase glasses. I purchased two pairs of glasses totaling $313 and some change. The first pair the optometrist advised me they were not good because they had some sort of tilt. So I took them back and traded them for another pair. The second pair hadn't came in yet. I was told that the 1st pair would be in or available the 7th or 8th of March. The first pair was available today but I had already bought 2 pair. I went in to get my refund and was told I have to wait for my money back. I paid cash!! There is no need for me to wait for my money back when I'm not getting a product. I was told that the store does not have money I have to wait until they get the money in the store. So if they never get the money in the store I never get my money back. I called the corporate to express some concerns and of course was given attitude about wanting MY MONEY back!! What if the store never gets money in? Then I was told I have to wait for 10 days for a check. Oh no you inconvenience me so run me my money quicker!! Why am I waiting? I don't care if you have to do a deposit every night You can't just keep my money!! What type of business is this that don't keep money in the store? Give me my money and I shouldn't have to wait You didn't wait to take it!! I'm charging interest on my money! On the receipt it does not say that I have to wait if you don't have the money!!

  Business response

  03/22/2023

  Business Response /* (1000, 5, 2023/03/10) */ Our goal is to ensure that every customer has a positive experience in our store. We apologize that this customer didn't have one. The General Manager of the location has spoken with the customer today,3/10/2023, and a refund has been issued. Consumer Response /* (3000, 7, 2023/03/13) */ (The consumer indicated he/she DID NOT accept the response from the business.) Lie!! I was told someone would contact me. I paid cash!! Now I am still waiting for my money back!! Noone told me it could be put back on my debit card. The customer service lady was just rude with a nasty attitude!! I shouldn't have to wait on my money when I gave cash!! No apology NOTHING!! AND IM STILL WAITING ON MY MONEY!!What store takes a customers cash and has an excuse to give it back? I was told someone from the legal team was going to contact me. Did not happen!! Im charging interest on my money!! There is no written store policy anywhere in the store so how can you just take my money & give it back when you want to!!? This is not on your receipt either! Business Response /* (4000, 9, 2023/03/20) */ Hello, Thank you for reaching out. I apologize as the initial request you made for Management to contact you did not occur until the next business day Friday March 10th. Shortly after receiving your response from the BBB, the District manager had contacted you on Tuesday March 14th. The District manager confirmed you have received your funds back to your card and apologize for the inconvenience of not having the available funds to refund at the time you had requested. We also apologize for the experience you had when you contacted the customer service desk and we are reviewing the call for training opportunities. If you have any additional questions or concerns, please contact us at X-XXX-XXX-XXXX and ask for a supervisor. Consumer Response /* (2000, 11, 2023/03/21) */ (The consumer indicated he/she ACCEPTED the response from the business.)

• Initial Complaint

  11/19/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Have had new glasses for approximately 4 months and they have visible scratches. Have used cotton cloth and lens cleaner only for 36 years on the multitude of glasses I've had and NONE have ever shown such wear. Took them back to inquire about the protective coating applied and I was blamed for failing to use a microfiber cloth and causing the damage. I've NEVER needed to return to any eyewear business for this type of problem. They would not offer any resolution because I had not purchased a warranty.

  Business response

  02/23/2023

  Business Response /* (1000, 5, 2022/11/30) */ Our goal is to ensure that every customer has a positive experience in our store. The General manager has gone ahead and reordered a new set of lenses free of charge as a courtesy.

*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. ↩