EyeMart Express
Reviews and Complaints

Came in at 5. Busy. I understand. Wait 10 minutes and 2 employees leave, leaving 2 remaining employees. Now I'm waiting 25 minutes. 1 of the original employees shows comes out of the back. I'm steaming by now. Finally called after 5:30. I said, "it's 5:30. I.not
happy" She says, "We are doing the best we can" No. You are not doing the best you can when employees are leaving and taking break while we wait! Keep employees on duty until customers needs are met! That's common courtesy in any service job!

On the out side it's clearly marked "No Eating or Drinking". Yet no matter what day or time of day, the manager Jane was her table where she does the measurements and her computer with containers of food.

Every time I went in there, she had good stains down the front of her short.

The tables and the glasses are all smudge up with grease and finger prints.

It's positively disgusting. She would rather, sit at desk eating, with friends at her desk, and cell phones in their faces then wait on customers. The place just needs to shut down.

It's in the Patterson place sw durham. They never got my prescription made correctly either.

Many dates (some are listed on complaint email I sent).
Details in email sent.
No resolution, ever.
Full refund demand.

EyeMart Express has two letters from my Ophthalmologist (Dr. Coben) at Wake Forest Baptist Health Medical Center stating that the EyeMart Express lenses were made incorrectly (not to my prescription).

These glasses/lenses can not be used by me.

Thank you for your assistance.

While the employees have always treated me with courtesy and patience, the product itself is a huge disappointment. I had serious illnesses in October and November of 2016 requiring several hospital stays. I experienced balance issues resulting in many falls the last of which broke my glasses. These frames had endured replacement of the lenses several times and held up quite well. However the frames I have now are a huge joke, not of the humorous nature, but frustrating. To begin the vision test was carried out by a young man who laughingly told me he would be graduating from high school in the spring. How is someone without a degree qualified to test my vision. Especially since I told them my Rheumatologist wanted exams every six months due to the serious nature of new meds she had me taking. I have to use the bifocal part of my glasses to read anything on my desktop computer. Or hold the monitor to my face. I can't read text on the television screen. And I have been plagued by double or blurred vision. But even worse, after hardly wearing the glasses, they are no longer secure on my face. In other words, when looking down, they fall off my face. I bought two pairs in January and have already had one frame replaced and cannot wear the others because they too fell off and a lens popped out and an earpiece broke off. If the eye mart express store was directly out my front door it would still be an inconvenience but they are some distance away. I cannot sweep without losing the glasses in the trash I am trying to collect or fishing them out of the litter box I am trying to clean. In the time I have had 2 pairs of crappy glasses, my Mother has had one pair that still fit her as securely as the day she bought them. I have a sleep disorder so I do not fall asleep wearing them. My previous glasses, that only became loose when I fell on them, were wire framed and had been worn by me for 10 years. I have a pair of "cheater " glasses purchased at Wal-Mart that still fit securely as the day I brought them home. But not the prescription glasses.I am now wearing, or attempting to do so, plastic frames and hate them. I can't make the bed without having to pick up the glasses from the floor. I am unable to look down without losing these horrible glasses. I cannot imagine circumstances that would send me to eyemart Express or the affiliated office for the vision testing again. Again, they are courteous and helpful, but when a person's vision is threatened by side effects of medication and funds are limited I would prefer someone licensed to be doing actual testing not just analyzing the results. I had to help them pronounce the word "astigmatic". Is it asking too much to expect the glasses to stay in place? It has never been an issue in the past when I have bought glasses elsewhere. I am learning to appreciate the warranty and expect to have to replace the other pair soon as well as a second replacement for the ones I am wearing now, or at least trying to wear.

I went there yesterday. The minute they found out I wanted the two for 79.99 deal they literally had not time for me. they did not help me pick out any thing and lets face it out of maybe 10 pairs there was no good pairs for some one of my age and face shape. The manager took the associate aside and twice fussed at her within ear shot of me. One of those times he was insisting she force me to pay for items that would bump up the final price. Since i refused I was treated in attitude like a nasty hobo that just came off from the streets.

I purchased my eyeglasses from Eyemart Express in November of 2016. About a month ago I dropped my glasses and chipped on of the lenses. Last week I went back to the store where I purchased them and was informed that they no longer carry that type of lens and that they cannot furnish a replacement. I have been a long time customer of EE and am very disappointed in the response. Apparently, I will have to buy a new frame and lenses. These were not a cheap pair of glasses - trifocals and photochromic lenses. Apparently, they were having problems with these lenses when I bought them and just decided to quit dealing with the company. That was probably the last pair of glasses that I will buy from EE.

To who whom it may concern,

I have been a client for quite a few years now. Up to last Saturday 05/27/2017; I would recommended both your service and your product.

I went into your store and the young man that took care of us was certainly untrained, unprofessional and certainly, not courteous.

He could never give an exact quote. He went from charging us almost $400.00 for two pairs of glasses to charging us $399 for one pair and a $109.00 +- for the other. He changed the quote five or six times. Then he could not work with the coupons that we brought in and that we received in the mail.

We asked for the manager and the manager never bothered to come and talk to us.

I picked up the glasses today and I was not even sure if they made them with the prescription given to me by my doctor. I asked the young lady to make sure before I left the store. She came back and assured me that the glasses in fact were made to my doctor's prescription.

When I tried them on, I noticed that the bottom of the lenses are rough. I asked her if this is the way they were supposed to be and would they hurt my face. Her answer was yes and no.

Bottom line is that I have never been so disappointed in your company as I am now. Your customer service used to be with a smile, courteous and professional.

I do not really trust that what I purchased is the right product or if it really met my doctor's prescription or if the price was even right. I worked for the Better Business Bureau for more than 6 years as a Complaint Specialist and I assure you that this is not buyer's remorse.

I strongly feel and in good conscience; that I will continue to recommend your company.

Thank you.

Benilde "Bennie" Molina
[protected]@vivaautogroup.com

I unfortunately feel it has come high time I report the store manager and lab manager at store 88 the way the lab tech treats his employees is not okay. He bullies the other lab techs. Although he does great work, this is unacceptable. He yells at the employees and has neglected to fully train one employee. The general manager let's it slide. She does nothing but say she'll handle it and never does. She constantly tells her employees she wants a no drama zone but will pull people in her office or out to complain about other employees. She is also bringing home issues and private problems into the world place and does discuss them loudly with her office door open when there are customers in the store. Union hiring three new employees she told them that the other girls are rude and that it is like "mean girls" working there. She often jokingly gets in her employees faces in front of customers are there or at poorly chose times to be joking around. She spends most of her days on her phone dealing with things going on at home. She left a few weeks ago without giving out paychecks before she was to be gone for three days. She doesn't do a last minute check to make sure the sales associates or lab techs don't need her help. She often doesn't have schedules ready on time. And when it comes to how the head lab tech treats the other employees she let's it slide 90% of the time. It does not seem as though she is fit to be a manager and that she doesn't want to do her job. Many other of the 88 employees have voiced these concerns to each other and have said things to her about some of these things. I think It is high time home office takes a look at her and the head lab tech

I went to eyemart express today for some new glasses and wanted to go someplace else cause of how much they charge me.still thanking about the cost my name is Michelle Davis.I thought go their wouldn't be so bad but it was the service was very good but they don't tell you the truth about how much the glasses cost till the end. Advertise on t v for two pairs for onlt $69.99 not true I feel like I was over charge feeling very disappointed

I purchased eyeglasses and they were very uncomfortable after wearing them so I returned them for a refund. manager said I would received a refund within 10 business days. it has been over a month and still no refund. After checking with the corporate office the manager reported on file that she refunded me the cash, but really didn't. workers there were unfriendly, and not helpful, many other people has said that they would never go back there for the same reason.

Went to the Mid-West City location for a pair of glasses at $76 (price with all those extras/required stuff was over $130). I had a script for progressive lenses. The first pair came back in the promised time but 2nd didn't which they said they'd mail. The put the wrong address on them and it took over a week to get it all straightened out with FEDEX/Eyemart. Neither of the pairs were wearable and were made wrong. They needed to remake them but said the frames were too small for the progressive lenses. I demanded a refund and was refused. They said I'd have to accept bi-focals which are useless to me for computer work which is why I went for progressive lenses. Now I have two pairs that I can only use for reading and/or distance. My $4.95 readers from Home Depot work better.

After the 2nd pair came back they weren't right. They had to re-do the sunglasses which again were measured wrong and took way too long to make. Almost made me late for an appointment. Yea they apologized but after all their previous mistakes it was worthless.

I want a refund but since they say the bi-focal glasses are functional they won't do it.

There money back guarantee is absolutely worthless and they'll find any and all reasons to refuse any refunds. Will NEVER go back to this place again. The VA was better.

I selected the $19.98 style glasses to get two pairs - 1 for work and 1 for driving. i did request anti-glare on the driving glasses. the initial quote for two pairs of glasses was $368.00!

This misrepresentation of advertisement will be submitted to the unfair or deceptive trade practices with the federal trade commission (ftc).

This incident happened on friday (april 7, 2017) and i have spoken with individuals and the same incidents have happened for them.

Eyemart express should be ashamed but their commercials right now.

This is my third visit to this store. The first was for a contact exam. Everything was fine, nothing special. I took my 9 year old in for her first pair of glasses a few months ago and the doctor was an hour and a half late. The girls at the desk were nice and kept apologizing and making the excuse that the doctor is almost 70 and goes very slow. Not an acceptable excuse to me, but I thought maybe it was a one time occurrence. Boy was I wrong. I had an eye appointment this morning to get my eyeglass prescription updated and to get new glasses. I normally wear contacts, but like to have spare glasses. My appointment was at 930am so I arrived at 915. Come to find out at about 940 that the doctor wasn't even at work yet. Again, I got the excuse that he's almost 70 so he's probably taking his time in the snow. So I didn't get back until about 1015am. I picked out 2 pairs of glasses after the exam and was told they would be ready in about 15 minutes. It was now 1050. I went to pick up my youngest daughter from preschool and came back about 1115. My glasses were ready, but they were the wrong prescription. It looked like I was inside a fish bowl. So they took the glasses I was currently wearing and said they would figure it out. About 40 minutes later, after sitting without glasses and I am severely near sighted so I cannot see without them, the doctor came out and we went back for another exam. They remade my lenses and asked how they looked. I said they still seem a bit off. The lady told me to take them home and give it a day to adjust and put them in a case. I proceeded to tell her that they didn't fit on my face. She then laughed and said, oh I didn't even ask if you needed them fitted. I finally left at 115pm. I am extremely frustrated and now half of my day was spent sitting around. I really don't think I will be going back or taking my daughter back. Glasses are too expensive and I pay out of pocket to be risking wrong prescriptions and hours of wasted time.

To get an actual pair of glasses that can be used, there are many extra charges. The cost of two pairs of glasses was more than expected after all the extra fees added. The pricing is not clear and not adequately communicated to the customer.
For initial product received, the glare was so bad; they could not be used in a well-lit conference room. I returned the glasses and had to pay additional charges to get anti-glare lenses. I was not allowed to keep the first pair of lenses even though I technically paid for them. The customer service person at the store was rude and said they would throw the lenses away. I wanted them to donate to charity.
I spoke with the store manager and she indicated the first pair of lenses would be returned for credit per policy. So, the counter person did not understand the company policies. The store manager then tossed the lenses on the counter and said “take them and I will eat the cost” I left there very unhappy and will not return. In addition, I will tell my story to others I know who are getting new glasses, for example our company human resource department.

I went to the Wilmington NC location to get two pair of progressive glasses. I had my own prescription from my personal eye dr. These glasses were going to be backups for me as I have an expensive pair that I got last year. I picked out two frames from the $19.95 choices. I then waited two hours to get waited on. When it was my turn I told the saleswoman, I believe her name was Sue, that I had a prescription and wanted to get 2 pair of progressive lens. She then informs me that the frames I picked out could not be used for progressive lens. I knew better because I just recently retired from my job in New Hampshire where I was a licensed Optician. I did not tell her this, I just told her that I knew the frames would work. She was trying to get me to purchase more expensive frames. I told her I wanted the ones I picked out. She then tells me they would do that but it would cost me an additional $20.00 per lens to do that and there would be no warranty. I left the store. I cannot believe I was treated so poorly.

Promotion #[protected] was not honored at the store.
It was supposed to be any fram up to $129.00 for $49.00
No where did it state that it was limited to only one pair, so if you bought sunglasses also (Meaning two pair of glasses) it did not apply to either one.
Plus, you pay for platinum protection 1st pr and platinum protection 2nd pr.
[protected] and [protected] which amounts to $19.95 and 29.95 which is $50.00 extra for the glasses, plus the price was not $49.00 per pair of frames and my total was $304.28.
When i called the store and spoke with jeremy, i was told it didn't apply since i purchased two pairs of glasses...Makes no sense to me at all.
I am a senior, 78 years old, and i don't appreciate being made to deal with bait/switch practices.
The only saving grace was lynda, employee #035 who was gracious and went out of her way to be helpful and polite.
The rest of your advertising is total nonsense.
Beware people. It is not what it is advertised to be.
Now i am wondering how they will "tack on something if they fall apart" within the one year time. We shall see.
Betty purcell, blanchard, ok 73010

Rudest manager ever! Went in to look at glasses and all the manager did the entire time I was there was yell at his associates. One girl was at the desk working with someone and everytime she opened her mouth he started shouting things across the room at her. "Don't forget pro plus. The lab is behind today" ect. Another associate answered the phone and could hardly get a word in. He kept talking over her even when she turned her back on him. How are associates supposed to do their jobs when he won't let them?

I purchased frames and ordered eyeglasses on December 26, 2015 at Eyemart Express in Kennewick, Wa. It took 2 weeks to have them delivered. The total cost was $524.90, certainly no bargain. I have returned several times for adjustments - this past week I complained because the left lens (my good eye) appeared scratched. They explained how glasses should be cleaned as if I had not been wearing glasses for 65 years. I was told that I refused the lens warranty which costs $49 +. I of course don't remember refusing that. They were very snotty telling me there was nothing they could do. They did not even offer to order a new left lens for me at a cost.
So, I will never shop at Eyemart Express again and will pass the word to all my friends.
I can order a new pair of eye glasses in Mexico and they will be delivered the next day for $120.00 and will make a trip there from now on. I feel this should be addressed as any company should want repeat customers.

I questioned the office when I found out we were not informed you need a separate exam for contacts. Each staff member I talked to had different information. I asked to be contacted by a manager or doctor and was not. When I came in the store the staff yet again had new information. The doctor himself was at the counter and said there would be no charge and to come in and they were sorry for the miscommunication. I left feeling grateful but within 30 min was contacted again saying there was yet another miscommunication. The doctor personally got on the phone and called me a liar and when I asked him why he was so irritated he said because people have bothered his staff. I asked what that had to do with me and he said I had been there before complaining! Simply not true, my family of 5 has all been there plus many friends. Never again