Eyeconic

One of the extraordinarily worst customer service experiences I have ever had. I placed an order, which has yet to arrive, a month ago. Each time I have contacted Eyeconic for a status update I've been told a story of "my glasses not passing inspection" so they're still working on them. Or that my glasses experienced "breakage in the lab" and had to be started over again. Each of these intervals was in excess of 10 days which should speak to the gross inefficiency under which this company operates. Today when I threatened to cancel my order and request that the money paid them by my vision benefits be returned so that I may go to a legitimate business to get my glasses, my glasses were miraculously in "final inspection" which I'm told will take 2 days time. From reading the other reviews today, I have no faith whatsoever that when (and if) I ever receive my glasses, they will be what I ordered. I believe the problem is that they outsource to a foreign country and have no control over what happens once they've pocketed your money (or your insurance benefits). Completely incompetent.

I ordered the gold package with my eyeglasses which includes scratch proof coating and anti reflective lens. Both lens are scratched and I can no longer see out glasses due to the reflective coating coming off. I spoke with customer service sent pictures and was told on July 31st that customer service would call me back with the return authorization. No one called me back. I have sent multiple emails asking for return authorization but no response. I need these glasses to drive, especially at night and can not due so due to faulty glasses that I purchased.

I originally placed an order with Eyeconic for prescription glasses on 4/9/2020 upon receiving the glasses they did not fit correctly so I was able to exchange them. The next set of glasses arrived and within a few days the anti-reflective film on the lens was clearly defective and the glasses became blurry and it was clear the film was coming off. I then had to return the glasses and wait again finally after a few weeks received the glasses which were now missing a nose pad. Told they would send nose pad directly from the manufacture 2nd day air that was on 6/30/2020 today again told the same thing 17 days later and still do not have glasses I can wear after over 5 months.

WORST company ever
Ordered a pair of glasses they came and looked like someone had worn them for 2 years the frames were all bent. This was a month ago!!!!!!! I had to sent them back as they refused to just send a new frame out. I’ve just called to see where my glasses are and I’m told they are due to go to the lab in 7 days time ( they have already had them for over a week now) and then the send them out another 5 days that’s if they are actually telling the truth. I ask to speak to a manager and was told after being put on hold for 12 mins that a manager will contact me in 3 days time.
This company have taken my money and charged my insurance company and I have NO glasses
Seriously save yourself the stress and stay away from this horrible company. They actually deserve to go out of business.

I wish I had read the reviews before I ordered glasses. This has been a terrible experience. I ordered glasses online due to the COVID situation and because my vision benefits expire this summer. I placed an order for a single vision pair of glasses on May 13, 2020. I still don't have them over 3 weeks later. I have called, used online chat, and finally emailed today to find out why they have been processing for weeks. Long story short, the representative told me that the lab is expecting to finish them mid to late next week. This will make it a month or more since I ordered them. The representative offered me a refund or expedited shipping when they are done, but I am moving in a couple of weeks. I don't want to risk them arriving after I have moved. Now I have to wait for a refund and wait to have my vision benefits reinstated and then start the process over somewhere else. The most infuriating thing is that no one ever contacted me about the delay, and it has taken 3 weeks to get an answer when I initiated all inquiries. I hope I get my money back. My recommendation would be not to do business with Eyeconic and save yourself time and forthcoming aggravation.

Terrible. I can barely get out why because this has been a nightmare of an experience that has given me PTSD with online shopping when I love to shop especially conveniently online. I wish I could give a 0 star. I am disbelief at the management and overall that they are still in business.

Hi,
I am filing this complaint due to the poor handling of the exchange process by Eyeconic. I had requested an exchange vs. refund in writing at minimum twice, once in email, once in the return box, but the glasses were returned against my wishes, and resulted in the full and total loss of my insurance benefits, as I have since aged out of the policy. I contacted both Eyeconic (a subsidiary of VSP) and VSP to remedy this issue through an exchange, or through a backdate of service, but they are unwilling to do either. Additionally, their return policy is rather predatory, and only allows for glasses of an equal or lesser value, with and difference in price kept by them.
Thank you

I searched for prescription sunglasses on Eyeconic website since they accept my VSP insurance. I found a pair of Nike Rabid with Inferred mirrored lenses and ordered them. When the glasses arrived, there were no mirrored lenses. I called customer support and was advised by Roy to take the glasses to my eye doctor and have them check to see if the coating wasn't there. I told the agent this wasn't acceptable and he said I could submit two photos of the glasses to their warranty department which I did, and they would determine if the glasses had the coating or not. I received a response from Eyeconic Customer Service agent ***. who stated "Hello ***:

Thanks for reaching out; we're happy to help!

We have researched your order and the frame you received is the correct pair. The mirror coating is not included on prescription glasses. When Nike sends the glasses to our lab, the non-prescription pairs already have the mirror on them. Since our lab needs to manufacture your glasses for you in your prescription, we do not have the ability to add the mirror coating.

We're sorry for any inconvenience you may have experienced.

If we can assist you further, we're available Monday through Friday between 6:00 a.m. and 5:00 p.m., and Saturday and Sunday between 7:00 a.m. and 5:00 p.m., Pacific Time.

Thank you for using Eyeconic email services.

***.
Eyeconic® Customer Service
***
***"

I ordered a pair of sunglasses with my rx in them. When they came in the mail the tent was not even (there are holes in the tent were colors look just like normal glasses. The reflective coating on the outside was also missing. I spoke to one of your managers that said the reflective coating could not be put on rx sunglasses. I was at lenscrafters last week and they offer it , but to the point it should tell you when you place the order that it will look nothing like what is shown in the ad. They told me if I had them remade it would take about the same time 2 weeks after I sent them back but they still would not have enough tenting or the reflective coating. Then she told me that to return them I either 1. have to have a printer and go to a ups location (can not do that for work (work in healthcare and advised not to go out unless it cant be avoided because of covid-19) and printer is not available) or 2. call ups and have them schedule a pick up (which is also not possible with being at work). So in total you made me a slightly tented pair of glasses, I would not call them sunglasses by any means, that has holes in the tenting and look nothing like I ordered. Then on top of that want me to wait half a month or more for you to fix your mistake. Sounds like you really stand behind your products and advertise them well doesn't it. My order number is ***.

This is the second time I ordered from Eyeconic. The first time I had submitted an prescription for new glasses for an expired prescription from 2014. Of course I received an email saying they could not process my order with an expired prescription. I went and got a new prescription on 1/26/19 and placed an order with them right then. I received an email that the new prescription had been verified and received those glasses with no problem. I placed my second order 2/21/20 just in time for them to arrive in time when I needed them ( I lost my old glasses on 2/20/20) I of course ask them to use the last prescription I had used. When I received the glasses I notices they had used the proscription that is unlawful to be used from 2014 not the prescription from 1/26/19. Their records show they broke the law not once but twice. Spoke to who claims to be a supervisor Dany and she could not send a replacement without receiving the old ones. I have no replacement, so I was asking to keep the glasses until they send new ones, for a mistake they made! Would not help me at all. and now I have no money to go buy new ones and cannot drive without these either.

I ordered glasses from this joke of a company on 1/24/2020 and was quoted a generalized 7 to 10 day turnaround period. I have made multiple calls to inquire about the status of the glasses that I ordered. On 2/5/2020, I received an email from eyeconic with a UPS shipping number. The shipping number was not recognized by UPS on 2/5/2020. I contacted eyeconic again on 2/6/2020 and was assured that the glasses shipped on 2/5/2020 and would be delivered no later than 2/7/2020 and that the tracking number would be valid and work by 4pm ET on 2/6/2020. 4pm ET came and went and at 6pm ET I called eyeconic again to inquire about the tracking number that doesn't work. I was assured again that the glasses shipped on 2/5/2020 and would be delivered on 2/7/2020. After questioning the customer service representative about the unlikeliness that they would be delivered on 2/7/2020, I asked to speak to a manager. I was transferred to "" who was the most hateful, rude, condescending and arrogant person I have ever dealt with in a service industry. She proceeds to tell me that the glasses were shipped today (2/6/2020) and would like be delivered on 2/10/2020 but she could not validate that because the tracking number was still invalid. I asked to speak with 'manager and was told she was the last person I could speak with.

I'm not exactly sure who to believe since I receive conflicting information each time I call and the tracking information just doesn't exist! Each time I have called these is, I've been on hold for at least 15 to 20 minutes to actually speak with someone. They do not respond to emails. I do not appreciate being treated in the manner in which *** treated me nor do I appreciate being charged for a product that still hasn't been shipped (or delivered for that matter). The inaccuracies are appalling and the lack of appropriate oversight of these incompetent "customer service" folks is highly frustrated.

I ordered my prescription glasses from Iconic back on 1/14/19. Glasses were lost by *** were suppose to be delivered on 1/281/9. Contact Iconic who were suppose to respond to me directly that *** has to complete their investigation before they will refund me or start the process of reproduction of the classes. Now I'm expected to wait an additional 2 weeks for the *** investigation, then another few weeks before the can produce and ship a replacement. Which I find unfair to be w/o my glasses for another month.

I placed an order on 1/1/2020 and have yet to receive. I did in fact receive a box with packing paper and a thank you card . I am given false info via email I have tried contacting them many times via email online chat. Phone last I received an email stated shipped order on 1/10/2020 but no confirmation tracking number

I was forced to use this company as vsp said this was the only online store I could purchase from and use my plan. I picked a pair of glasses on Dec 29 loaded my script and thought all was well. On January 3rd I figured I’d check on the website for maybe a status update and found a message stating I must call customer service because they are waiting on my dr to confirm my script, so I call and the young lady advises me my glasses are at the lab processing and it was an error on their end not to worry. So Monday night I get an email advising the frames I chose are no longer available and I had until that day to pick a new pair or my order would be canceled,mind you this is into the new year and I’d rhey cancel I’d loose my coverage for 2019, I quickly picked a pair of non designer frames that I feel didnt match what I initially purchased and called the customer service line.I spoke to *** who was extremely friendly and helpful and advised me to respond to the email with the model I wanted and he would approve me wanting those glasses as a replacement as it was a 9$ difference. I got an email confirmation on Jan 7th advising they are working to expedite my order and what not! Today is the 13th and I have no heard anything for my glasses! This has not been the first time I have run into an issue with this company! I’d like to have answers Eyeconic this is unacceptable! Remember I am paying your company for services you are not paying me to use your services!

I have purchased glasses through eyeconic.com twice the second time they keep on sending me glasses that has internal problems with their lenses they keep telling me that I'm scratching the lenses and there's no scratches on the lenses themselves they've warranty exchange them twice now but they can't seem to tell me why until I ask for a refund that something's wrong with their lenses and all they can deduce is that I scratched the lenses but they keep on warranty exchange the glasses but there's nothing wrong with their product. Now I am asking for a refund and now they're declining to give me a refund and just going to send me the same product over and over again that is faulty.

Ordered contacts and the first box I opened was defective. Went back to the optometrist that prescribed them and she said the iris of the contact is too small. Called eyeconic and they refuse to give me refund for the defective box because it's open. Now they say they "can make an exception" and allow me to return the unopened boxes for a reduced refund. This is not right they should give me a full refund. The contacts were defective. I have sent back as of yesterday the unopened boxes.

Glasses didn’t fit correctly, returned items 8/2/19. UPS lost it on 5th or never received, their shipping service of preference, they were notified on 8/11/19, they stated they’d not reimburse returns until 10 business days after filing investigation with UPS. They waited until 8/14 to file. Business can take monies quickly, bill insurance with ease but when it comes to quality service they have little to none. Shameful way to operate. Will not use again.

I originally placed my order for contacts with Eyeconics, but the contacts were giving me severe migraines. I contacted my doctor and he rewrote the prescription. I then wrote an email to Eyeconics explaining that the contacts were giving me migraines, so I needed to exchange a box I did not open and another box with two pairs. They said they could only replace the contacts with clear lenses, but my prescription is written for gray lenses. They refuse to refund my insurance copy so that I can have my prescription filled somewhere else. They want to exchange only for clear lenses and they will not accept my return on the unused lenses. There return policy states they will accept returns up to 30 days from delivery but they won't let me send back the unused contacts.

I contacted this business to order glasses as it is the preferred merchant of my vision insurance. They offer a price match guarantee which I requested and received a response back that they would honor a price. When I went to order, the whole process was convoluted and I could not tell what I was going be charged, so I reached out to customer service via chat , they stated they do not give quotes via chat and to email. I emailed asking for the price with insurance, I never received a response back. So I settled on a different pair. The show a gold frame with a pink lens. That is what I expected.

I received my glasses, they are clear. I contacted the company requesting them to fix their mistake and they told me that it was an advertising issue and that they don't offer that pair with the pink lenses as shown. I was told I could return them for an exchange, which I am in the process of doing.

I requested to have them replaced with the original pair I wanted , even though they were of higher price ,for the inconvenience. They stated they will not do that. So , now I will be without my glasses for weeks longer and I have to spend my own time and gas returning glasses that they misrepresented and offered no compensation for.

I ordererd my contact lenses online and was promised a certain price and told that the disount would save in the cart and was promised the price match. An hour later I had to call back as the price didnt save in the cart and I spent over an hour trying to get someone on the phone that was competent enough to help. A supervisor came on and said she fixed it and said that when I was ready to order them online later on it would hold. When I tried it didn't work. The wrong lenses were in my cart and the price was incorrect. I was assured earlier that if I called in at 9pm my time (PST) they would fix it. I called and you were closed. I was up ALL night trying to get the website to work and give me the right price but it was not working. I stayed up all night and had to order before midnight. I was so upset I stayed up all night and waited until the office opened I called again and asked to speak with someone. It took an hour as usual and they said they gave me the refund against the amount in my cart and assured me that my card would be charged the correct amount. Lo and behold, it charged my card for the wrong amount so I called back again. I was told that it would only take 3 business days for the credit to show back up on my bank account. I called back again today and got a snotty so called supervisor named *** and she was more interested in talking over me than helping me. I got upset and told her that I wasnted to speak to a manager. She said she was the highest one that there was. Of course that wasnt the truth. She wanted me off the phone and I told her that I wanted to hold for the executive offices and speak with someone who would acutally help. She put me on hold for 10 minutes and hung up on me.