Complaints

• Initial Complaint

  12/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  This was a cyber Monday deal I couldn't pass up. 60% off of everything. Order today, ships tomorrow. Fraud alert. The delivery is a lie with lots of excuses. I was told by customer service there is no way to do order today shops tomorrow due to holiday orders delivery times will vary. Fraud. Still haven't received a firm status on when they will be delivered. Oh and then the push to download an app to track your information called shopify. Privacy problem with no tracking. Canceling order will take as long as shipping. Misleading and fraudulent. Not worth the hassle online. I need these glasses to see and read.

  Business response

  12/20/2024

  Hi **** Sorry we didnt meet your expectations ?? Well share your feedback with management to avoid these issues in the future. A refund has been entered for you online order and you will be receiving an email confirmation. If theres anything we can do to better your experience, please get in touch with us at **************

  Customer response

  12/20/2024

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  10/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On Oct 18, 2024 I walked into a local EyeMart Express in **************, **. After waiting 45 minutes I decided to leave and place an online order instead, due to the crowd in the store. I live 40 minutes away so once I got home I started entering my eye glass order. I had a question about my prescription so I called the phone number from the online website. *****, from the customer service took my call and I noticed then I was having a problem completing a sentence because she kept interrupting me. Finally I was able to ask her if my prescriptions were in the system because I was not sure. She stated yes *** they are in the system. So I placed the order which stated if shipped to the local store it would take a day verse 7 days if mailed to my home. So I had the order sent to the local store. The next day at 12:35 I called the local store who had an issue locating my order but the finally found the order and told me it would be and hour and I would receive a text indicating my order was ready for pickup. I never got the text, so on Monday I called the phone number on the website to get the status of my order. ***** answered the call and this time she would not let me explain, first why I was calling and I could not get a status of my order. I was not able to verify this because when I called the phone number on the website I could not get a word in to explain why I was calling nor could I get a status of my order. I was told over and over I needed to contact the local store. Had it not been for the professionalism of the local store, I would not use this company again. It wasted two days of my time and as I was trying to avoid having to take time off my job to get this accomplish, This was the worse experience I have ever had. No one ever called nor did I receive any email explaining the status of my order.

  Business response

  10/22/2024

  Thank you for your comments. Were always working to improve our in-store and online experience, and we appreciate all feedback given. You spoke with the **************** Supervisor on 10/21/24 and were fully refunded for your recent online purchase. Once again, we appreciate the feedback you shared with us and if there are any questions please feel free to reach out to ******************************

  Customer response

  10/22/2024

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  10/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 9/18/24 I went into EyeMart Express in ****** *****, to have lenses made for **** Spade frames I purchased from another store. I was told it wasn't a problem. They charged me ****** for 2 Hi-index 1.67 Pro UltraXHD with UltraXAR and a Hi-Index Upgrade. After my insurance it was a total of ****** out of pocket. They sent them away to be made. When I picked them up the lenses made everything distorted. In every direction except straight ahead. I mentioned this to the ******, ******** D, who was waiting on me. After arguing with her, she stated I needed to get used to the new prescription, I told her I've worn glasses since I was 4 and progressives since I for almost 30 yrs I've worn them. She then stated that she would take the glasses out back and have them test the prescription. The demo lenses that the frames came with were in the box when she took my glasses outback to be checked. We waited almost an hour for them to check my glasses. She came back with my glasses and said they were the right prescription, I said I didn't want them because I couldn't see out of them. She refunded my lease cost. She then took my glasses out back and had the prescription lenses taken out and brought back just my frames and when I asked for my demo lenses she stated that they tossed them. I said they were in the box with my glasses when you took them outback and she just shrugged and said well they're in the trash now. I told her I can't get new lenses made anywhere else without those and she said I don't know what to tell you and walked away from me. Now I'm stuck with frames I can't get lenses for.

  Business response

  10/17/2024

  Thank you for contacting us. We would like to inform you that the transaction in question has been refunded to both you and your insurance provider. Additionally, our General Manager reached out on Tuesday, October 15, 2024, and left a voicemail regarding your return to the store. We can arrange for a set of plan-o lenses to be installed to compensate for the demo lenses that were discarded during the manufacturing of your glasses. If you have any further questions, please feel free to contact your local store and ask for the General Manager, or you can reach our **************** team at **************, available Monday through Friday from 8 AM to 5 PM CS.

• 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

  09/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My complaint is that I was initially and repeatedly promised to be provided two pairs of eye glasses in my existing frames. My initial visit was during May 20, 2024 having been recommended by Hometown Ophthalmology. All my appointments were with a friendly, courteous lady, *******. From day one I was told by ******* that they would provide me a second set of glasses, at no added cost, once the prescription was satisfactory and once I had worn the new lenses for a number of weeks. When I returned in early August to get the second set of glasses in my back-up frames I was told by the Store Manager, *****, that ******* did not work there anymore and the best the store could do was provide me the second set of glasses at half price, $125.00. ***** said that ******* was not authorized to make the offer of no cost and she would not provide the second pair at no additional cost. I explained several times that that was not what I was told repeatedly. As ***** repeated her statement I said "You will be hearing from Me" and departed. I followed up and called the EYEMART EXPRESS corp. *** in ***********, ** and was told that those decisions were handled at the store locations. They said that they would not get involved. BBB lets discuss as you desire. **** ******, dissatisfied EYEMART EXPRESS customer.

  Business response

  09/27/2024

  Were so sorry you didn't have a great experience in our store. We will be refunding the full purchase on the pair of lenses(a total of $559.90) due to his dissatisfaction of the product. The refund will arrive as 2 checks via **** mail within the next 7-15 business days to the address on file. ****** can keep the pair of lenses if desired, but it will no longer be covered under any warranties.

  Customer response

  09/27/2024

  As the refund of the total amount from EYE MART EXPPRESS may take up to 15 days I cannt agree to a settlement until I receive the refund. This may be longer than the 10 day response allowed by BBB. 
  Also EYENART EXPRESS should update their store manager training to include that the Store Manager is responsable for the committments that are made by their employees to the customers.

  ********************, thanks for your assistance.

  Gene

  Customer response

  10/01/2024

  I am rejecting this response because:   

  As the refund of the total amount from EYE MART EXPPRESS may take up to 15 days I cannt agree to a settlement until I receive the refund. This may be longer than the 10 day response allowed by BBB. 
  Also EYENART EXPRESS should update their store manager training to include that the Store Manager is responsable for the committments that are made by their employees to the customers.

  ********************, thanks for your assistance.

  Gene

• Initial Complaint

  09/03/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  ****Classic bait and Switch-- BUYER BEWARE!!!****On 7/6/24 I stopped in my local Eyemart Express on **********************************. When I explained **** club was less expensive, I was offered a buy one get one free, and a 40% off coupon. I do not have insurance. I specifically asked for clarification and was assured they do this all the time. So I spent the next hour and a half picking out 2 frames. During sizing and at checkout I was informed that I must pay for one frame first, and then ring up second frame, and apply coupon. I wondered how this would work. They cant combine and use coupon if both applied in one transaction it must be two transactions. I explained well what if it doesn't work? I was reassured they do this all the time and its just how system works. I am only interested in completing purchase if it does ******* my dismay, after paying for first frames at $300 plus, she could not get coupon to work. So I was to either to settle for one pair for the absurd amount of $300 plus dollars after 40% coupon. Or purchase the other pair as well for another $300 plus. By this time I had my heart set on both pairs. I would have never picked out frames if I knew coupon would not work, I simply would have left. being frustrated and store busy and feeling rushed, I frustratingly paid for both. $600 plus dollars!!!! I felt so uncomfortable and annoyed and felt taken advantage of! I tell everyone I can to avoid Eyemart Express because of this bait and Switch-- strategy!!!

  Business response

  09/09/2024

  Were so sorry about your experience. Were taking notes and will address them with our store team. Our General manager attempted to contact you on 9/4/24 and left a voicemail. She will be making another attempt 9/9 and 9/10. Please contact your local store in *********, ** and ask for the General manager so we can address your concerns and requested resolution.

  Customer response

  09/11/2024

  I am rejecting this response because:   I did not receive any calls on 9/9 or 9/10, and quite frankly I do not wish to speak with the general manager as she is the team member who I had my experience with. Is there anybody else that can help?

  Business response

  09/27/2024

  Our District Manager was able to connect with ***** on 9/12/2024. Both agreed to the resolution of a refund for $311.94 and it was processed on 9/16/2024 to *****' **** card.

  Customer response

  10/28/2024

  I have reviewed the business response and accept this resolution. Thank you very much!

• 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.

*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. ↩