Complaints

• 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.

• 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.

*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. ↩