Eyemart Express #158

We have been using Eyemart Express for about 4.5 years, ever since my current 8.5 year old first needed glasses at 4 years old. He is VERY active and hard on things and we needed inexpensive glasses. The price of Eyemart Express glasses are lower than any we have tried, including Sam's Club and our opthamologist (one of the top pediatric ones in the nation) said it didn't matter where we purchased from. We go through at least 4-6 pair of frames a year. They know us by name when we walk in at this point. We buy at least 23 pair each year. The frames have a 1 year warranty, so they always replace them for FREE any time my sons glasses are damaged. Fast forward to this week...my son broke his last pair of glasses on Wed and the stores are all closed due to COVID-19. I called the national customer service # on Wed to explain & see if we could get replacement frames sent to us. The local manager, Greg, called within an hour or so to confirm the details and to inform us that they were going to replace both pair of glasses v. just the frames so we didn't have to worry about that. THEN within a few more hours, the tech (from the Mason location) called to verify my address a 2nd time and to tell me he was finishing up the glasses & would put them in the mail ASAP. (We had never even been to the Mason location in person, as we usually go to Tri-County). The glasses arrived TODAY... Friday, April, 17! Just 2 days after they were broken and we called the number. So thankful for the prompt courteous service from everyone at Eyemart Express! I'd give them 10 stars if I could!

Revdex.com spoke with the businessThe price offer was for basic, single vision, plastic framesThe customer upgraded the type of lenses and frameThis makes the price more expensive and the wait since those are not normally kept in stock

Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to meI will wait for the business to perform this action and, if it does, will consider this complaint resolvedIf the company does not perform as promised I can get back to you at: ***
Regards,
** ***

Revdex.com spoke with the business. The price offer was for basic, single vision, plastic frames. The customer upgraded the type of lenses and frame. This makes the price more expensive and the wait since those are not normally kept in stock.

Case# [redacted]
sans-serif;">Customer Information
[redacted]
 
Thank you for presenting the complaint from [redacted]. We will issue a refund for the customer and a check will be mailed out on Thursday, May 21, 2015 to [redacted]’s home address for the full amount of the purchase. We have the merchandise at our store so there is no need for the customer to come back in.
 
Please let me know if there is anything else we can assist her with.
 
Respectfully,
 
 
[redacted]
Eyemart Express Home Office
20/20 Express Home Office
Customer Experience Manager
13800 Senlac Drive, Suite 200
Farmers Branch, TX 75234
P: (972) 277-3048
F: (972) 277-3148
[redacted]

Case# [redacted]Customer Information[redacted] Thank you for presenting the complaint from [redacted]. We will issue a refund for the customer and a check will be mailed out on Thursday, May 21, 2015 to [redacted]’s home address for the full amount of the purchase. We have the merchandise at our...

store so there is no need for the customer to come back in. Please let me know if there is anything else we can assist her with. Respectfully,  
[redacted]Eyemart Express Home Office20/20 Express Home OfficeCustomer Experience Manager13800 Senlac Drive, Suite 200Farmers Branch, TX 75234P: (972) 277-3048F: (972) 277-3148[redacted]

Review: Eyemart Express advertising is nothing but a con. They advertise on television you can get 2 pair of glass for $99.00 if you have bi-focals! Ha HA not true, My son and I went there to get this great deal, well as it turns out "We paid over $500.00". Now it does say you will get them the same day! Nope another misconception. I had to wait days for mine and 1 for my sons. The reason for my delay,they didn't have my lens in stock. I don't remember what was the issue with my sons.Well my son broke the arms on his pair, 6 monthes after they where purchased. We did get the warrenty. Went to the same store only to find out his frame was no longer in stock! I said really what do we do now. I was told I had to purchase a differant frame!? Really...If we could find a pair that fit his lences we could have them put in and it would take an hour. This is an outrage! How can you sell a warrenty and then discontinue the glasses. Another way to squeeze monies out of you. I haven't any insurance for eye care. Well at the time my son was getting his NEW pair of glasses I orderd my lences as they where scratched. Well gee they had them in stock. She said it would be 2 hours. Couldn't wait I had to go home. Today I went to get my new lenses was told it would be 2 hours, that was fine I went across the street to the mall. After 2 plus hours I called to be told there was a problem and they still needed to putthe scratch protection on them. Promised she would call me when they where avaliable. After another hour I went to the store only to be told they still where not ready. About 15 minutes later the sales person came got with my glasses and began asking me how I cleaned my other glasses, and the right way to clean them. "Wasting Time" She showed me my glasses?! Well the person that cut the lenses cut one to small and a chip was broken off. She blamed it on a machine. I was told I could wait another hour for them to correct the mistake. I had to go home. Got my old lenses put back in and left!Desired Settlement: I want my lenses immediatly, I want my sun glass replaced at no cost.Maybe if this company can comply with my desired settlement. I would tell others"its a really nice company and get the replacement insurence"

Business

Response:

Revdex.com spoke with the business. The price offer was for basic, single vision, plastic frames. The customer upgraded the type of lenses and frame. This makes the price more expensive and the wait since those are not normally kept in stock.

Review: I purchase glasses from this location and was very disappointed with them. I went back to discuss the matter with the [redacted] and all I received was that glasses are non refundable and the repair can be made for a fee. I asked for transition glasses with my prescription and received glasses with rough edges and the lenses were not put in properly. I informed them that there was a glare on my glasses that made it difficult to see and that I have been having headaches since I have been wearing them. Their response was oh well you need glare protection and that will be an additional fee. I had already spent close to 200 on these glasses and I can't work without them. The conclusion of the this situation was I either give them more money to fix their mistake or I just leave them the way they are and suffer further. Eyemart is a ripp off. I waited an hour to be serviced and this was the service that I received.Desired Settlement: Since this was their mistake a refund should be adeqaute. I still have to get another pair of glasses which means more money that I have to spend. I now have pair of glasses that I simply can't wear.

Business

Response:

[redacted] from the company called on 8/1/13 and stated complaint was resolved to customer's satisfaction.

Review: On 05/05/15, I went to EyeMart Express to purchase glasses I ordered three pair of glasses. Two we're ready for pick up the same day. All the glasses were single prescription. The salesperson told me that the third pair of glasses would be ready in one week. She said the glasses would be shipped out to another state for processing. However upon careful review of the receipt the glasses would not be ready for 15 days. The third pair of glasses being order was for specific event being held on 05/1515. I checked the receipt and there is no exchange or refund policy noted on it. There was no mention of it when I purchased the glasses. I contacted the corporate office on 05/06/15. I was advised by corporate office to contact the store where I placed the order. I spoke with Stephanie who said that she was not inclined to refund my money. She reported that the order wS placed and already conpleted. I challenged her because the receipt states no glasses until 05/20/15. Stephanie tried to bully me over the phone and talk down to me. I called the corporate office again in Texas and was told that Martie (Regional Director would contact me on 05/07/15. Bottom line I want my money refunded for the third pair of glasses. I will have my bank reverse the charges if I can't get any resolve, Thank youDesired Settlement: I want my account refunded for the third pair of glasses and no further contact with this company,

Business

Response:

Case# [redacted]Customer Information[redacted] Thank you for presenting the complaint from [redacted]. We will issue a refund for the customer and a check will be mailed out on Thursday, May 21, 2015 to [redacted]’s home address for the full amount of the purchase. We have the merchandise at our store so there is no need for the customer to come back in. Please let me know if there is anything else we can assist her with. Respectfully,

[redacted]Eyemart Express Home Office20/20 Express Home OfficeCustomer Experience Manager13800 Senlac Drive, Suite 200Farmers Branch, TX 75234P: (972) 277-3048F: (972) 277-3148[redacted]

Consumer

Response:

I have reviewed the offer made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: [redacted].

Regards,