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Eyemart Express

United States,
Alabama

Consumer complaints and reviews about Eyemart Express

Sfwilliams1 Send email
 
Jan 23, 2020

Warranty

I bought my sons glasses which we added the polarization and glare free I was told the warranty cover a year on the frame and the lenses for the life of the glasses, well Not even a year and the polarization started peeling, and the cloth was not scratching the lense covers, I wrote the company and never heard so this time I filled by email, three weeks later the store manager Tammy told me the warranty only covered a year on both, I’m like no I was told life of the glasses and payin* over 145 for the polarization just to have it peeled is crazy, well she went ahead and replaced the lenses. But no more warranty now, I’m still not happy because I paid for a warranty that’s suppose to cover the lenses for the life of the glasses, pretty sure they’ll do the same thing especially when I read other reviews of them peeling. I paid almost a grand for these and expect coverage for the lifetime of glasses
bvmartin Send email
 
Jun 17, 2018

Eye Mart Express

Eye Mart Express took my money (up front), then they lied and did not deliver what they said they would. I've been wearing glasses for many, many years. I have a difficult prescription and have to pay extra to get a thinner lens. When I went in, I showed the clerk my RX and she said "oh yes, we can accommodate this prescription". I told her that I knew that my lens would be more costly due to having to have a thinner lens so as not to be wearing coke bottles. So I paid extra to get a thinner lens and also she said that the UV coating would even help to thin the lens. My daughter and I picked out several frames and then the clerk goes over and brings back 2 frames and asked me to try them. Well, I chose one of the ones the clerk suggested. Well after 2 weeks, I get my glasses and the girl at the counter just hands them to me and I look at them and I have these huge, thick lens that looked as if they would fall out if I touched them. I said I paid to have a thinner lens like the ones I was wearing. I asked for my money back and was told they don't give refunds!!
Then the manager comes out and tells me it is because of the frame that I PICKED OUT. I told her that I did not pick this frame, her employee did and that I knew that my prescription changed only slightly in one eye and the glasses I have are not coke bottle thick! She kept saying it was the frame and I said why on earth did you employee suggest this frame and she said she did not know. I asked for my money back and because I paid by check, my refund would have to come from corporate. I told her I wanted my insurance refunded as well because I would have to go somewhere else and have my glasses done. My check cleared within 3 days. I think I should have a refund within 3 days. Actually, I should have had a refund today. I want my $332 refunded and my ins. refunded as well. You pay for something and they do not deliver the product they say they will.
imagesntime Send email
 
May 28, 2018

One Day Advertizing Scam!

I went by the Lufkin, TX store on Monday, May 14, 2018. I asked the lady who was working how long it would take to get glasses made, with the prescription that I had. She and I, looked threw the glasses frames and I picked out a pair, and she told me about the promotion, to get a second pair for $19.95. I picked out a second pair from the selection. She then informed me it would take 1 hour for the second pair and it would take 3 hours for the first pair as it needed a specialist.
I explained I was from out of town, by 1 hour, and I did not have time that day to get them done but I would be back the next week.
I came back on Monday, May 21, 2018, before an appointment, to get my glasses done. I sat with her, I ordered them, and then I was hit with, "Well it may not be finished today." I asked when, and what happened. She informed me that they were doing an upgrade. It could be possible that the second pair could be ready, but the first pair would not be ready till at least Wednesday.
Now first, there went the one day guarantee, she never offered a discount at all, for having to wait, but I needed glasses, and I figured 2 days was better than a week, so I left.
I came back by, after my appointment, which was closing time, and was told it would be Wednesday. I told them, I would be back on Wednesday, as my grandson had to have surgery Wednesday morning. Now on my receipt it says, "May 31, 2018" !!!??? which I did not see until later! "This right here shows to be a scam!"
Well Wednesday, May 23, 2018, morning came, and after my grandsons surgery, I went by on my way home. I was told, "It would be around 3 or 4 pm, today." Well, I told them, I could not stay, as he had just had surgery, and I needed to take him home. She said she would call and let me know when it was done.
Well I get a phone call, on Friday, May 25, 2018, and I was told that the second pair was ready, but the first pair was not. She asked if I wanted her to mail them, I said no I want to have them mailed at the same time, and to please call me when they are both done. I would rather go in so they could adjust them to my face, so they are comfortable. She said they should be done by that afternoon.
Today in May 28, 2018, I still have no glasses and no phone call!
I think I deserve at least a discount of my time, and gas money, for now three trips to the store from 1 hour away, both ways, and I think that all the people who have complained on here about the one day guarantee, need to get together, and file a class action suit for false advertising. Then for scamming people by putting a different date on receipt than really promised, and before you say it is her word against mine, my grandson was playing with my phone, and hit record on a video, and I have all of this.
I spent $589.80 and I still have no glasses!
As a business owner, I understand a small delay, however when it wasn't even on that Wednesday as promised, then I have a problem.
imagesntime Send email
 
May 28, 2018

One Day Guarantee

I went by the Lufkin, TX store on Monday, May 14, 2018. I asked the lady who was working how long it would take to get glasses made, with the prescription that I had. She and I, looked threw the glasses frames and I picked out a pair, and she told me about the promotion, to get a second pair for $19.95. I picked out a second pair from the selection. She then informed me it would take 1 hour for the second pair and it would take 3 hours for the first pair as it needed a specialist.
I explained I was from out of town, by 1 hour, and I did not have time that day to get them done but I would be back the next week.
I came back on Monday, May 21, 2018, before an appointment, to get my glasses done. I sat with her, I ordered them, and then I was hit with, "Well it may not be finished today." I asked when, and what happened. She informed me that they were doing an upgrade. It could be possible that the second pair could be ready, but the first pair would not be ready till at least Wednesday.
Now first, there went the one day guarantee, she never offered a discount at all, for having to wait, but I needed glasses, and I figured 2 days was better than a week, so I left.
I came back by, after my appointment, which was closing time, and was told it would be Wednesday. I told them, I would be back on Wednesday, as my grandson had to have surgery Wednesday morning. Now on my receipt it says, "May 31, 2018" !!!??? which I did not see until later! "This right here shows to be a scam!"
Well Wednesday, May 23, 2018, morning came, and after my grandsons surgery, I went by on my way home. I was told, "It would be around 3 or 4 pm, today." Well, I told them, I could not stay, as he had just had surgery, and I needed to take him home. She said she would call and let me know when it was done.
Well I get a phone call, on Friday, May 25, 2018, and I was told that the second pair was ready, but the first pair was not. She asked if I wanted her to mail them, I said no I want to have them mailed at the same time, and to please call me when they are both done. I would rather go in so they could adjust them to my face, so they are comfortable. She said they should be done by that afternoon.
Today in May 28, 2018, I still have no glasses and no phone call!
I think I deserve at least a discount of my time, and gas money, for now three trips to the store from 1 hour away, both ways, and I think that all the people who have complained on here about the one day guarantee, need to get together, and file a class action suit for false advertising. Then for scamming people by putting a different date on receipt than really promised, and before you say it is her word against mine, my grandson was playing with my phone, and hit record on a video, and I have all of this.
I spent $589.80 and I still have no glasses!
As a business owner, I understand a small delay, however when it wasn't even on that Wednesday as promised, then I have a problem.
Marci Pack Send email
 
Mar 14, 2018

Eyemart Express

I tried to buy the 2 pairs for $76.99 Found one pair i loved but nothing else i even liked so asked if i could buy just one pair but was told NO!..had to buy two. I also liked the frames much better that were single vision..2 pairs for $38.99 but since i wear bi-focals told NO! They just didn't want to work with me...why couldn't i buy the frames i liked out of any of the pairs single or not then have the bi-focals in that frame? The single frames so nice & colorful plastic..getting two no problem as i loved them all but they wouldn't let me. I don't understand why i have to buy two instead of one out of the two. I was so disappointed...i felt like they were doing the bait & switch on me leading me to buy one pair of more expensive frames so i did pick a pair out but were too loose around the nose but thought they could adjust it...after the lenses were in they were even more loose! adjusting the nose didn't work so they kept sliding down...think it was the wrong sz. so should have ordered me some in my sz. I brought them back & was told i can't get a refund but to exchange but couldn't find anything i liked..most were dark & i wanted plastic not metal..all i liked were those colorful plastic single vision frames but again no deal. I demanded they give me a refund & the mgr. was very very rude towards me. I contacted cust. serv. & she talked to the mgr. telling her to refund my money. I went back again to see if they had other new frames in that i liked which i did find so as i started to buy them was told by the mgr. i was not allowed to purchase anything since i returned a pair of glasses. Mgr. scowled at me like i committed a terrible crime...had the glasses fit right i would have kept them. Is this store policy or just her making up her own rules out of resentment...she wasn't nice to me in the first place so think it made me nervous...not a very relaxed place to take my time in choosing...she seemed in a rush! Why won't they work with me on getting just the one pair instead of the two or nothing kind of thing. thanks...Marci Pack
22elsieda Send email
 
Dec 2, 2017

Was lie to

I went to get my glasses from you today. I went in for the 2 pair of glasses sale. I couldn't get them because the lady said something about my insurance card or company. The company says they pays up to $100 And I knew that after all these years. I was really confuse about it. I was started to feel degraded. The lady wasn't very pleasant like the other employees was with their customers. I'm not a well person but I wasn't happy at all. When I got home I called back to cancel my order. If they hadn't started my order. They called the manager to talk to me. She check on it and she said my order was done. After the lady help me with my order said he would take 2 hours. It was 30 minutes after I left your store. The manager said they would mail them to me. After 3 hour after I talk to manager I got a phone call that my order is ready. The girl ask me if I was going to pickup my order. So the manager lie to me. My friend that was with me knew as happy. i dont like being LIE to. I dont write Complaint.
James123 Send email
 
May 9, 2017

Overpriced and poor service

Looking to get replacement lenses due to a prescription change for a pair of glasses bought less than a year ago from the same Eyemart Express (for almost $300), I was told that they could not just sell me lenses in the same frame but would have to charge me for new frames (exactly the same frame make and model as the old frame) plus new lenses - coming to just under $300 before tax.

The reason given was the highly unlikely and illogical "we would have to make a copy of the lenses to trace them and that would be a copy of a copy so we can't do it". I questioned this given that the new frames would be exactly the same, so they wouldn't need to take a copy, and they must have the specifications of the lenses already given that they sold me the first frames but was told that "it is more difficult than that".

Ended up going online and getting a third party to replace the prescription lenses for less than $60.

Will never go to Eyemart Express again.
dud Send email
 
Feb 16, 2017

mailing

my self and my husband went in Saturday Feb. 11 2017b to have his glasses fix they and mine they said they couldn't have then ready before they closed that day but would mail them Monday we explain that would be fine but that to please mail them on Monday for my husband needed them for work but could go a day or two this his old pair well today I called because we have not received them and they have not been mail out yet I find this very upsetting for the fact that we explain my husband needed them and was reassured they would be in the mail Monday
Seay1967 Send email
 
Apr 23, 2016

Customer service

I received a text saying that my glasses were ready so I drive there and was thinking it was going to be busy but they only had one customer. I signed in and a lady said I will be you in a second and I said ok and she was taking some glasses to the back . There were probably 5 to 6 workers. So I started walking around looking at the other frames because my husband and son go here also and found frames NY son would like. Well the lady came back out didn't say a word to me and the ones not working were talking and standing around unless phone rang. Than another customer walks in and she helps him and I'm like are you serious but didn't say anything to her just asked another worker how long do you have to wait to pick up your glasses after you sign in. He looked around at the lady who was supposed to have helped me and she than said she would get me instead of the customer she was helping thst come in after me but he did instead. I mean what it a trick question? No asked me how are you doing or anything. I'm there to pick up my glasses not to watch them visit.
dgwaltney Send email
 
Mar 5, 2014

customer service/quality

I recently went into the eyemart express in longview texas for the first time. I picked out 2 pairs of glasses at the $72.00 for 2 complete pair single vision price. After signing their sign in sheet, I picked out the frames I wanted to expedite my order. after waiting for about an hour and watching the " employees" running around and never seeming to get anywhere, my name was called. After sitting with the salesperson, i gave her my prescription and handed her the 2 pair of frames I had picked out. I was then told that 1 pair of the frames I had picked out could not be in the special price and there would be additional fees because the frame was rimless. I pointed out that where i had got the frames was the same place I had got my others ones and they should have signs up if the cost was different for some of the frames that were directly under their advertising sign. after smirking at me, she then said the total was 50.00 more than the advertised price. I went ahead and purchased the glasses and then was told they would text me when they were ready, when I went to pick then up, I again had to sign in and wait and then they glasses were handed to me dirty. I just took them and left and when I looked at them in the sun 5 minutes later noticed that one of the lens were severely scratched. I immediately called them back and informed them and they said bring them back the next day. I returned to the store, which is 20 miles from my home and the lady who helped me said the glasses should have never left the store that way. they were not even all the way into the frames with an eighth of an inch gap at the top. after waiting another hour, they brought the glasses out again and they had replaced and fitted the lens where it was supposed to be but there was multiple pieces of the lens material, from grinding i suppose, hanging from the lens and again dirty. i had to ask the woman to please clean them as i would not place them on my face in that condition. i pointed out all the material hanging off the lens and was told i would again have to wait for them to fix it. i informed them that i had already wasted another hour waiting and driven a round trip to return to the store because they did not do them right the first time. i tell everyone about the inferior products and shoddy service. i buy about 10 pairs of glasses a year and thought maybe i could save a little money since i usually spend about 500.00 a pair for my glasses but in this case i have 2 pair of very inferior glasses that i will not wear. Run, dont walk if you ever go into this place. Sorry customer service and inferior products along with adding additional charges that are NOT advertised!
richard harig Send email
 
Dec 17, 2013

poor service/expensive

I recently replaced my eyemart express glasses at eyemart express. I have been a generational customer. I received one pair of noline bifocals w/grey photovision. the frames were $39.00. this one pair of glasses cost me $315.00. when I picked them up, the lens on the right side keeps falling out. I have returned to the store 4 times and all they did was tighten and glue the lens to the frame.i was told each time that if it happens again, they will regrind the lens. well surprise .....I never see the same customer service rept, nor or any notes in my file. the lens still is loose and I cant even clean them without the lense falling out..i see constant tv ads about the 2 for 99. bifocals but my one pair was 3 times what is advertised. I will not return to eyemart express nor will I recommend anyone else to use them. in fact I may start a campaign to boycott this unscrupulous business.....
RJackson Send email
 
Feb 23, 2012

defective eye glasses

I bought eye ware from eyemart express, upon close inspection i found a spot & one lens protruded of of the frame on one edge, so i return the glasses for repairs, my wife picked up the new glasses & i tried them on & notice a blue trailing line & Blur, so i again returned the glasses to the store to be told i might have eye disease such as glaucoma & my old glasses had tint, & my need tint in the new glasses, so i informed Mr Vernon Robinson i had two pair glasses, one with tint & one pair without & my vision was clear in both pair glasses & i had just had a eye exam.
it seam these people will tell you any lie, to keep from giving you a refund
A Satisfy Customer Send email
 
Feb 23, 2012

defective eye glasses

It's not always true that Eyemart Express did all bad. For me everything turned out to be perfect. Doctor is very polite, concerns and professional. My glasses is just what I wanted. It lasts 1 year now with no problems. I'm deffenettly come back and recommended to my family and friends to use Eyemart Express.
A satisfy customer

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