ComplaintsforEyeMart Express

• Initial Complaint

  11/08/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I went to get prescription glasses for my daughter and received message saying they were ready for pickup. Upon going to pick them up my daughter stated they were blurry and she couldn't see. The rep told her it was just her fingerprints and insisted they were fine. Since my child insisted she was not able to see I let the rep know I would not be taking them with me since something was wrong. She them realized the rep who first helped us never measured my daughter's pupillary distance and so she did that and had them remade. Again I got a text stating they were ready hours later and the same issue persisted and the store sales reps refused to believe it wasn't right so I went to the my daughter's optometrist and he indeed confirmed that the axis on the left lens was not what he indicated on the scrip. Once again I returned to have them order it again, at which point I was told it would be expedited since it was the 5th time I'd had to come back to the store. The next day I called to get an estimate of when they would be ready and their response was it will be ready when it's ready. I asked for it to be refunded to the insurance and they refused and am still waiting for the glasses. At this point my insurance will not cover another pair and I also paid out of pocket which they also refused to refund.

  Business response

  01/31/2023

  Business Response /* (1000, 5, 2022/11/09) */ I am sorry to hear that the experience in the store. We have attempted to contact you and number provided does not have a voicemail set up. Please contact us at our main customer service line Mon-Fri 8am-5pm CST 1-888-372-2763 or reach out to the local Broken Arrow, OK location and ask to speak with a manager or supervisor.

• Initial Complaint

  06/23/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I paid $484.08 to Eyemart Express for new progressive glasses. The glasses took about 3 weeks longer than I understood would be the delivery date. Eyemart marketing emphasizes speed of delivery and this was one reason I went to them. I went to EyeMart looking for a quicker solution as my usual provider was backlogged and I was getting ready to travel. When I got the glasses back they did did not fit the way they did during my fitting session, they were uncomfortable and not staying on my face- but I did not have time to return them before traveling. The glasses deteriorated rapidly, scratching easily within weeks despite being in cloth and or case when not being used. Looking through the glasses now the image quality is much deteriorated-like fog on the lenses. When I returned from my travels I went to the store and requested a refund but the request was denied. I am seeking a refund on the $484.08 that I spent as compensation for the poor quality and functionality and for lost time in dealing with this issue- and now that I will need to replace them again.

  Business response

  08/05/2022

  Business Response /* (1000, 5, 2022/06/29) */ I am sorry to hear that the experience in the store. We have attempted to contact you and have left a voicemail. Please contact us at our main customer service line Mon-Fri 8am-5pm CST X-XXX-XXX-XXXX or reach out to the local Boise, ID location and ask to speak with a manager or supervisor.

• Initial Complaint

  05/31/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I recently took a pair of new Persol eyeglass frames to the Eyemart Express location on Morse Rd. in Columbus Ohio to have progressive lenses installed in them. They expressed no reservations about placing my prescription in my own frames. They charged me $179.95 and they were ready in half an hour. When I returned they handed me a laminated sheet of print to test my vision through the new lenses. I could tell immediately that I couldn't read through the bottom of the lenses. I could only read through them by lifting the glasses up several inches. I told the 4 employees there that the glasses were made incorrectly and I wanted my money back. They cleaned them multiple times and kept handing them back to me to try. They repeatedly said the glasses were perfect and even resorted to verbally attacking me personally. The manager refused to refund my money and told me to "take it up with corporate." I took the glasses to 2 local opticians who confirmed that the lenses had been cut 5-6 mm too low which renders them useless and I will have to pay someone else to remake them. I've worn progressive eyeglasses with polycarbonate lenses for decades without a problem and the frames are some of the highest quality you can buy. The frames are large and square and have plenty of room to accommodate my prescription. Emails to help@eyemartexpress remain unanswered.

  Business response

  07/13/2022

  Business Response /* (1000, 5, 2022/06/02) */ Our goal is to ensure that every customer has a positive experience in our store. We apologize that our customer didn't have one. A member of customer service has reached out to the customer on 5-31-22 and confirmed her refund request.

• Initial Complaint

  05/09/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On 4/29/22 I called my Insurance "WellCare by Allwell" to find a vision doctor because I needed glasses. They gave me 3 names with phone numbers, Eye Associates, Walmart, and the Eyemart Express location in this complaint. I called to make the eye appointment and they processed to give me a Dr. Taylor phone number XXX-XXX-XXXX telling me to call that number to make the actual eye exam appointment which is located at the SAME location as Eyemart Express 9935 Coors Bypass Blvd Ste B Albuquerque NM 87114. I called right away and made the appointment for 5/6/22 and there was NO discussion or comments made regarding "in or out of network" NOR was it stated on 4/29 that I would have to pay for the exam. I showed up at Eyemart Express for my appointment 5/6 and they directed me thru a door for the exam WITHOUT COMMENT which was the office at the SAME address as Eyemart Express but under Willis Muncey and Dr. Taylor, I saw Dr. Taylor. The exam was over then at the front desk of Dr. Taylor they said I owed them $94.93 and I gave my American Express card. I am on a fixed income and NM state Medicaid since 2005 and if I was TOLD that I had to pay for the eye exam I would have NEVER even made the appointment PLUS if they said something on 5/6/22 BEFORE the exam I would have left and gone somewhere else. I have escalated this with my insurance WellCare and even their vision vendor who is Envolve Vision who has already communicated to me today 5/9 that they will NOT honor me any reimbursement BECAUSE they believe that I was told ahead of the exam that I was liable for the cost and this is a LIE. I spoke with a manager Lacretia at Envolve Vision today 5/9 phone numbers 844-732-3946 or 800-334-3937 mailing address P.O. Box 7548 Rocky Mount NC 27804 and also went back in person to the Eyemart Express address. Either Envolve Vision or Dr. Taylor need to pay me back.

  Business response

  06/22/2022

  Business Response /* (1000, 5, 2022/05/11) */ We're sorry to hear that you had a negative experience with the independent doctor. Thank you for letting us know. Unfortunately, the doctor is not employed by Eyemart Express. However, we encourage you to reach out to their office directly to resolve any issues or concerns. Consumer Response /* (3000, 7, 2022/05/13) */ (The consumer indicated he/she DID NOT accept the response from the business.) I presented my insurance card at Eyemart Express when I arrived and the person proceeded to instruct me to go "next door" for my eye exam, NO ONE at Eyemart Express or the doctor office said BEFORE the exam that I would be liable for "out of network costs", Eyemart Express KNEW the next door doctor didn't take my insurance and sent me there anyway and BOTH Eyemart Express and the doctor are LYING to my insurance saying that they not only told me on the phone when I made the appointment that I would have to pay but are lying that they told me when I arrived. If I knew I had to pay I wouldn't have even made the appointment, I am on a fixed income and have insurance..... WHY would I go somewhere and PAY???? Eyemart Express AND the doctor are at fault and owe me $95 Business Response /* (4000, 9, 2022/05/16) */ Unfortunately, the doctor is not employed by Eyemart Express and we are not able to view or have access to their billing records. We encourage you to reach out to the independent doctor to resolve your billing dispute.

• Initial Complaint

  05/04/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  EyeMart Express has asked us to go to 3 different stores to pick up pairs of glasses for my wife. Originally, they were ordered in Portage, MI, and couldn't be made because of a machine issue; was refunded (by a check, not received yet, from home office); went to Grand Rapids, MI location, and couldn't get it there because of staffing issues and no ways of getting the glasses in time, when store employee promised they would be done first thing on Wednesday morning, which turned into late afternoon. Now, my wife has to go to next closet location in Goshen, IN to actually get glasses picked up. This ludicrous runaround of getting glasses ordered, refunded, ordered again, and refunded again, is a inconvenience on our family to travel with 3 children under age 4. We demand to be not only refunded for purchase price of glasses ordered but reimbursed for the mileage we had to drive between store to store to store.

  Business response

  06/03/2022

  Business Response /* (1000, 5, 2022/05/09) */ Our goal is to ensure that every customer has a positive experience in our store. We apologize that you didn't have one. I have forward this to the area manager to follow up in reaching a satisfactory resolution. Consumer Response /* (2000, 7, 2022/05/10) */ (The consumer indicated he/she ACCEPTED the response from the business.) District manager called me personally; said that they reviewed the case, and will send a Visa prepaid card out as reimbursement for going to three different stores within an estimated 125 mile radius.

• Initial Complaint

  01/21/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On 05/07/2021, I purchased a pair of frames and lenses from Eyemart Express in Rapid City, SD. Since I have a strong prescription, they could not make the lenses in store and needed to mail them off to another facility. I paid $361.87, which included the frames and lenses. They were then mailed to me a few weeks later since I live in Pierre, SD. I noticed my vision in the glasses was not clear, but thought it was just because my eyes needed to adjust. I had an eye doctor appointment in Pierre on 10/12/2021. The doctor told me that my vision in my glasses was only 20/40. He tested the prescription of the glasses and said that they matched my current prescription, so he wasn't sure why I couldn't see clearly out of them. I called Eyemart that week and explained my issues, and they told me to bring the glasses back in. I was able to go to Rapid City on 10/22/2021 to bring them in. The employee who helped me said that the optical center was not lined up correctly. They had to send the glasses in again to have the lenses replaced. The glasses were again mailed to me when done. Again, my vision was very unclear in them. I took them into my eye doctor to have the prescription checked. This time, the prescription and axis of the lenses were off (photo attached). I called Eyemart and asked for a refund on 01/21/2022. At this point I had already gotten the lenses replaced by my eye doctor's office. Therefore, I told Eyemart I just wanted a refund on the lenses, not the frames. The lenses themselves were $269.95. They told me they couldn't issue a refund unless they had the glasses in hand. I offered to mail them the old lenses for a refund. They refused, saying they needed the entire glasses. So I essentially paid hundreds of dollars for a faulty product.

  Business response

  02/22/2022

  Business Response /* (1000, 10, 2022/01/26) */ I am so sorry to hear about the dissatisfaction the customer had with the lenses. I have sent this to the local store and the General Manager has reached out and left a message for the customer on Wednesday 1/26/22 to return a call regarding a resolution. If the customer can please contact the local store at XXX-XXX-XXXX and ask for Cate. Consumer Response /* (2000, 12, 2022/02/03) */ (The consumer indicated he/she ACCEPTED the response from the business.) I spoke to the manager at Eyemart Express in Rapid City and they provided me with a refund for my lenses.

• Initial Complaint

  12/16/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  New lenses were need, to be installed in existing Eyemart frames. After checking into the Beaumont facility a wait time of 2 hours to talk to a representative. There were only 3 employees servicing customers. All the chairs were filled with waiting customers. After completing the order was told I would receive a Text message when glasses were completed probably within 1 hour. After 24 hours no message received. Facility was called, glasses were ready. Next day waited 1 hour after sign in to speak to a representative. Less than 5 minutes later received my glasses. The ladies in the store were not to blame for the delays. There were too few employees to handle customers. They expressed frustration with the work load. Customers were frustrated and testy. The facility will loose future customers, me for one.

  Business response

  02/07/2022

  Business Response /* (1000, 5, 2021/12/17) */ The General Manager of Beaumont, TX location called and spoke with the customer regarding the long wait time during his visit. We apologize for the long wait time due to staffing shortages and the automated system did not notify him when his glasses were completed. If there is anything else, please do not hesitate to contact us. Consumer Response /* (2000, 7, 2021/12/21) */ (The consumer indicated he/she ACCEPTED the response from the business.) Phone response acceptable

• Initial Complaint

  11/30/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I paid for two pairs of glasses from Eyemart express and was told that the latest the glasses would arrive would be November 26th, 2021. On November 30th, the manager called and said that they had arrived and that he broke the lens while assembling them and I would have to wait again. He blamed FedEx and the prescription and didn't have an idea when the glasses would be ready.

  Business response

  01/28/2022

  Business Response /* (1000, 5, 2021/12/01) */ Thank you for reaching out. General Manager Shannon has contacted the customer on 12/01/2021 regarding the experience in the store and the quality of the product. The customer was given a full refund and is keeping a pair of glasses for the inconvenience. Consumer Response /* (2000, 7, 2021/12/02) */ (The consumer indicated he/she ACCEPTED the response from the business.) The general manager was fair and polite. A refund was offered and that is sufficient.

• Initial Complaint

  11/19/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  DATE OCT 6 RESPONED BACK TO EYEMART I ADVIED THE YOUNG LADY AT THE DESK THAT i COULD NOT READ WITH MY GLASSES THHEY NEEDED TO BE CHANGED : SHE STATED A OK ! THATS WHEN THE TROUBLE STARTED ; SHE STATED YOU WILL HAVE TO SEE THE EYE DOCTOR FOR A NEW EXAM i ASKED WHEN CAN SEE THE EYE DOCTOR SHE AND EVERY ONE IN THE OFFICE STARTED LAUGHING AT ME I ASKED WHAT SO FUNNY THE DOCTER WILL BE BACK IN WHEN RETURNS FROM HOME LAND IN 8-10 WEEKS WHERE IS HIS HOME LAND THEY STATED HE IS FROM AFRICA THEN STATED LAUGHING I DID NOT THING THAT IT WAS A LAUGHING MATTER BUT THEY SURE DID THEY SAID SEE YOU IN 8 -10 WEEKS

  Business response

  01/20/2022

  Business Response /* (1000, 5, 2021/11/29) */ Thank you for reaching out. The General Manager has reached out to Mr. ******* to discuss his experience in the retail store and Mr. ******* was provided with a full refund on 11/24/2021. Consumer Response /* (2000, 7, 2021/12/01) */ Case should be closed they returned my money !

*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. ↩