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EyeMart Express
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2.8 114 Reviews

EyeMart Express Complaints Summary

51 Resolved
63 Unresolved
Our verdict: Dealing with EyeMart Express, which has an average resolution rate, requires some diligence. Research their service in depth and read a variety of customer reviews for a balanced view. Approach any customer service interactions with detailed and well-prepared queries to facilitate a better resolution process.
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EyeMart Express reviews & complaints 114

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5:52 pm EDT
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EyeMart Express bad services, bad quality glasses

Bait & Switch. 1 complete pair -just ordinary frames with lined bifocal lenses- plus one lens only -in my own frame- cost me over $400 bucks and took 3 weeks to get. The exam was separate. I was shocked when they told me the price and they did not even help to lower the price, when I asked why they just shrugged. Unfortunately, I paid it since I had spent so much time there. When I got the glasses, they were wrong. I could not see. I asked for a refund and they said they do not give refunds. Also, when I asked them to go over my pricing, they added $50 on the 1st pair and $30 on the second for a lens warranty that I did not request. I told them they had a free warranty and they said it was for the frame only, that I had to pay the warranty for the lenses. There was no choice. I protested. They failed to ask me if I wanted it. I asked for the $80 refund and they refused. When I told them I could not see, they told me I needed to see the doctor. As for the exam, it was the usual, nothing exceptional, but the doctor did seem like a nice guy. He said he "retired" to Birmingham. I was actually expecting to see Dr. McDowell who my friend saw a few months ago and highly recommended because she had diagnosed a serious eye infection and treated her eyes. Dr.McDowell was not there and they did not even tell me when I signed in. I will not be going back. I do not recommend this place to anyone. To expensive, too many lies and no answ

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ABO Certified Manager
Amarillo, US
Aug 29, 2011 2:02 am EDT

Demand a refund and don't do business with them. Report them to the BBB in your State and take the glasses they made you to an eye doctor not affiliated with them. If they have lens defects, improper filling of the Rx then file a complaint with your State licensing board. These 1 hour glasses places are why the industry is and should be stringently regulated. Notice how you got no help until you gave them bad press on a public internet site. If the only people qualified to fix your glasses are at the corporate level, the only goal they have in contacting you is to eliminate the bad review, or get you to write another one praising them in the resolution of your complaint you are doing the very public you were warning them about a huge disservice. If they can't hire, train, and keep good employees on a local level and resolve issues effectively there why do business with them?

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EyeMart Express price, service

Agree with the bait and switch review. They advertise 2 pair for $119. I got charged $380 for 1 pair and could not see out of them. They said they did not give refunds and if I could not see (Since they were made perfectly to my prescription) I should see the doctor, since he was probably wrong. Good, blame the doctor... Also, dr. Lacour's exam a joke. Sort of a sour fellow. Charged me more to get drops in my eyes for dilation. Wants me to come back for more office visits. Just padding the bill like for the glasses. Will never go back! And the receptionist did not seem to know what was going on. Kept laughing at everything.

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Update by topgun
May 20, 2011 10:59 pm EDT

The fact that Dr. Lacour now has 5 doctors working for him must tell you something. Maybe he is greedy? Sounds like you must work for him, or with him in some manner to know this? He is advertising that he is the doctor but he does not show up for work, but instead has to have others work in place of him. This is not very good patient care in my opinion, and probably makes the other doctors feel slighted. I prefer to have the same doctor each time I come in and know the money earned will go directly to them. Also, having direct contact with the doctor in charge when it comes to problems puts you in an advantage because you can get it taken care of right then by speaking directly to the owner Yes, I know most doctors are independent. I had my own dental practice, so I am quite familiar with hiring doctors. As far as my post, I feel that others should know about the experience and then form their own opinions which is why I posted. I have a printed coupon which states dilation is extra. I still will not go back, as I really liked my previous doctor at Eyemart who was always available to take a call. I looked him up and called him directly. As far as pursuing the eyeglass problem. I have called the manager Tim, who has yet to return my call. Everytime I call he is not in and I have only spoken to him once. So I had to call the corporate office. Thank you for your input. Others should know. There were other people complaining when I was in the store and one lady demanded a refund which the manager Tim I overheard state "we do not give refunds". Her glasses were already made 2x. She was so loud that everyone heard her. I wish she would also post her own complaint. Tim offered to make her a free pair to quiet her down. She refused.

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idoubtit
Birmingham, US
Apr 07, 2011 10:50 pm EDT
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Are you sure you saw Dr LaCour? He has 5 other doctor who work for him. Dr LaCour doesn't charge extra for dilation or follow up visits.

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idoubtit
Birmingham, US
Apr 07, 2011 2:30 pm EDT
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Great now I need to file a complaint with this website as I did not type ’ behind the word doctors'.

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idoubtit
Birmingham, US
Apr 07, 2011 2:25 pm EDT
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I have seen Dr. LaCour for years and he has always provided me with a very informative, detailed eye exam at a fraction of the price most doctors’ charge. He has never charged extra for dilation nor wanted me to come back for more visits. Maybe, you misunderstood him. Maybe, he was trying to encourage you to get eye examination on a routine yearly schedule. Also, most doctors have their own independent practice separate from the companies who sell glasses. Sounds like you are mad at the employee who waited on you at Eyemart Express or the ($380.00) you were charged. I have found that most businesses are more than happy to resolved disputes when you speak to the right person. Which in this case it sounds like you have not pursued? Before you decided to write a complaint regarding peoples reputations you should try to resolve the problem with someone other that the person behind the counter. Only then will you be qualified to file a complaint.

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EyeMart Express - employee

I worked for Eyemart Express for 2 years, when I first started working their were multiple people fired including my first boss and then every employee (except for myself) then after... yes I said everyone was fired except for myself. They got a new boss and new employees training and all of that fun stuff. About 6 months after that my new boss was fired...

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EyeMart Express horrible glasses

I purchased 2 pairs of bifocal reading glasses. They never had them ready after almost spending the day there. 3 weeks later they called and said they were finally ready. I had made several calls to them, and it always seems chaotic in there before they called me to get them. I got there, could not wear the glasses, they corrected them, told me to go home and try them as bifocals needed getting used to. Then I asked about second pair, all hell broke loose. The idiot did not even know what "1 of 2" and "2 of 2" on the tickets meant! Do they even speak English? Did they ever go to school? I went home to await the second pair. Meanwhile, I am laid out flat for days with migraines from these things. Many trips to the store, and to the doctor for prescription review, and finally I asked to just use the old prescription. They couldn't even get that right! And they wanted to charge me another $40 per pair! They are horrible, don't know what they are doing, and are not even competent.

I complained to corporate and some guy said he would straighten it out. I refused to go back so they mailed them to me. I mailed both pairs back immediatley, that was in early November. Here it is the new Year, no response, no refund, no return phone calls.

NEVER DO BUSINESS WITH THESE ###S! THEY ARE LIARS AND THIEVES. THEY WILL WASTE DAYS OF YOUR TIME FIDDLING WITH THINGS, BUT THE GUY WHO MAKES THE PRESCRIPTIONS IS AN IDIOT, CAN'T DO HIS JOB, AND THEY REFUSE TO MAKE IT RIGHT. THE STAFF OUT FRONT IS NOT SO GREAT EITHER. I AM USED TO STUPID IN THIS TOWN, BUT THESE FOLKS RANK AT THE TOP OF THE LIST FOR IDIOCY. THE OFFICE IS CHAOTIC, THE LINE IS INTERMINABLE, AND THE ABILITY TO PERFORM IS HINDERED BY A LACK OF UNDERSTANDING OF THEIR JOB PERFORMANCE SKILLS. Corporate is out of touch with what it takes to provide service. I just want my money back so I can go to Pearle vision for new glasses. My old ones are scratched, but I never had a problem from them. Wal mart did my walking vision glasses, and they have been wonderful. I know good service. These ###s do not!

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EyeMart Express wrong prescription/lense to small

Went to the eyemart express because I had heard how great the eye doctor was and was very pleased with my experience. Went and picked out some frames, the employees were very friendly and helpful. Was disappointed to find out that my glasses would be ready in about a week not 1 hour as advertised! Went in to pick up my new glasses about a week later, the man at the counter gave them to me I looked around to see how they felt, I told him they didn't feel right and he just stared at me. I thought maybe I just needed to adjust, so I wore them for a few more hours and finally ended up with a pounding headache. I went back in and talked to the manager he told me the prescription was off. So he sent them out again for new lenses. Picked them up about a week later, they were fine. I wore them for about 2 1/2 months and the lenses were so scratched up I could hardly see anymore! I've been wearing glasses for years and I have never taken such good care of a pair of my glasses and Ive never had a pair look so scratched in such a little amount of time. The frames I picked out pulled on my hair every time I took them off. I called the manager and asked him why my lenses were so scratched and that my frames were pulling on my hair? He told me to come in and they would replace the frames and lenses. I went in picked out new frames ordered new lenses, the employees Im sure recognized my name & face by now and were not so friendly. Went in to pick up new glasses and loved them, they were working just great for about two weeks then I noticed once when cleaning them that the right lense was falling out! I took them back in and the manager just popped it back in and I was on my way. A few days later I again noticed the lense falling out. I was so tired of dealing with the snotty employees I decided to try and eyemart express in Boise. The service there was even WORSE. The employee said they melted the frame down and if it happens again they would just make me a new set of lenses. And again a couple days later i was back in there with the complaint that my lense wont stay in. The manager this time took them and told me sometimes the warm weather will cause them to loosen. It was now November and I had never owned these lenses in warm weather seasons. He put them back in and again I was in there immediatly this time both lenses falling out. The manager said" it looks like you need new lenses"! They just keep replacing and replacing like its no big deal, not once was there an apology they dont care about re-ordering because there frames and lenses are garbage. Thats why its so easy to replace. They ordered new lenses and I picked them up two weeks later and here I am today wearing my old glasses because my prescription is wrong. Every time I put my glasses on I feel like my left eye is being pulled to the left corner of my eye. I called the manager and told him what was going on and all he had to say was he would have my file ready for when I came in. I asked him why they cant get my prescription right? And if there was more complaints like mine? He told me my complaint was rare and we need to get it resolved! Im not going to let them replace the lenses anymore I would rather spend the extra $200.00 somewhere else then to ever have to walk into that store again! I would NEVER recommend this business to anyone!

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dancin fool
Birmingham, US
Jan 06, 2011 11:42 pm EST

My husband is still waiting for his glasses to be made, 2 times already. Lenses not right, and he could not see. Wanted a refund and they refused! Also doctor at Tuscaloosa, Al (Dr. La Cour) was rude and seemed mad. Bad experience all around. Do not recommend this place. Best to pay more somewhere else where they know what they are doing including the doctor!

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EyeMart Express - false advertising

Eyemart Express advertises "one hour" for glasses, I went back after 5 hours and my glasses still weren't ready. I have known it to take over 24 hours. False Advertising is illegal.

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EyeMart Express eyemart express fiasco

I was in need of a need pair of progressive lens glasses. After seeing TV ads for Eyemart Express almost every night showing you could get 2 complete pairs of progressive lens for $117.95, I decided to check them out.
The first time I went in just to see what kind of frame selection they had. I found several frames that I liked at varying prices, so I asked one of the employees at the counter how much lens would be with my prescription. Without hesitation, I was told they would be $199.99, which is a far cry from $117.95 for two complete pairs as advertised on TV.
After checking a couple of competitors, I decided to go back to Eyemart Express, since there was still a large difference in what was being charged at the other places I had checked. The frame I decided on with my lens prescription ended up being $343.10 after taxes for 1 pair of glasses. Inez was the lady who worked with me, she was great. Very friendly and knowledgeable. I was pleased with my selection and was okay with the LARGE difference in the advertised price and the price I was given. I was also okay with the fact that I would not be getting my glasses within 1 hour or even in 1 day, but in two days.
When I went to pick up my glasses, they were unable to find them. It took them at least 30 minutes of looking before the Lab Tech came out and told me they found them on a back counter, he was cleaning the lens when he brought them out to me. The frame was a little crooked, so he made an adjustment and gave me a card to read. Even though I read all of the different sized words fine, my vision was a little off. I know sometimes it takes several days to get use to a new prescription. so I figured that was probably why I was having the problem.
I wore the glasses for a little over a week. My right eye was burning, pouring water, and feeling extremely strained, almost like my eyeball was pulling to one side. I finally realized that it was the middle segment of the right lens that was giving me the problem. The distance vision was good and the reading was okay. If I closed my right eye and just looked through the left lens, my vision was perfect at all distances. But, if I closed my left eye and just looked through the right lens, I could not see through the middle section. I still was not concerned, just relieved that I finally figured out the problem. I went back to Eyemart Express and explained what I had discovered to the girl at the counter, she looked at me like she thought I was crazy, but that was okay as long as they fixed them.
She carried the glasses back to the lab and when she came back out she said the lab tech said the power was off in the lens and they would remake them. They would be ready in approximately two days. I left feeling like everything was taken care of.
After 3 days, I went back to pick them up. Again, they could not find my glasses. I waited about 25 minutes until they finally came out with them. I put the glassed on and I still could not see out of the right lens. I told the man who brought them out to me that they had not been fixed, he went and got the lab tech from the lab. I told the lab tech that I still could not see out of the right lens. He said, " Well, it was the left lens you had a problem with before". And I said no, it was the right lens that I could not see out of, the left lens was perfect. Do you think maybe the wrong lens was replaced? He said no, both lens were remade. He insisted that both lens had been made exactly by the prescription. So, I told him I would take the lens and go back to my eye doctor and get him to recheck my eyes, which I did.
My eye doctor tells me that my prescription is correct, so he checks my lens that came from Eyemart Express and said the strength was correct, the problem was that the middle segment was not in the correct place in the right lens so I was not looking through the correct strength in that middle section.
Again, I go back to Eyemart thinking this will be an easy fix. I go in and ask to speak to the lab tech that I have been working with. He comes out and waits on several other customers before he gets to me. This is a little weird, since he was not working the front counter anyway, but if he wanted to make sure no one waiting got offended, fine. I have worked retail for years and did not have a problem with that. When he finally gets to me, I tell him what I found out, thinking this is going to solve the problem. That was NOT the case.
He starts arguing with me saying they are made correctly. I am telling him that they can't be made correctly, because I can not see out of them. He gets them and draws circles on them at the points where the different segments are. He says the circles are in the correct place and my pupil is in the middle of the circle. I look in the mirror and the edge of circle on the right lens hits right in the middle of my pupil. I tell him that from what I am seeing, they look out of place to me. He tells me it is because I have my head tilted sideways. What sense does that statement make? Do your glasses not move with the movement of you head? Are they not sitting on your ears and nose?
He asked if he can see the glasses that I was wearing when I came in. I gave then to him explaining that they are about 5 years old. I have had a newer prescription, but do not have the actual glasses now. He holds them up to the light and says these are single vision lens. And I said no, they are progressive. I have been wearing progressive lens for about 15 years now. So, now he is arguing with me over whether my old lens are progressive or not. Trying to prove to me that my old lens are not progressive and are only for distance, he gives me the same card they give everyone to read and asked me to read it with my old lens on. Of course, I can read every word. So he tells me well, they must me for reading only. And I said if they were for reading only, I could not see distances, so tell me why I can see the poster on the back wall with them on and can not see it without them. He then proceeds to tell me that it is because my eyes have adjusted to those glasses.
Up until now, I have been calm. But at this point, even though neither of us ever raises our voices (there is a room full of people), I was getting aggravated. I looked at him and said do you think I am stupid? Think about what you just said. Does that statement make any since whatsoever?
Still trying to prove to me my old lens are single vision lens and that is why I can not see out of my new ones, he takes the old glasses to the doctor next door. He comes back and says I was mistaken, they are progressive and give me a long line of rubbish as to why he could not tell. He says the only thing he can think of to do is to mark the segments at the same places they are on my old lens and put them in the same places on my new lens and see if that fixes them. I said okay, we will try it one more time, but if I can not see out of them after that I want a refund. This time he tells me they will be ready the next day before 12 noon (it had been taking 2 days). Now the whole time all of this has been going on, I have repeatedly said, the left lens is perfect, it does not need anything done to it.
The next day I go in and pick them up. I see immediately that the LEFT lens has been remade and is about 1/2 the thickness as the right lens. I tell the lady at the counter that I do not think they are going to work, but I will go ahead and take them out to see if the vision in the right lens is any better.
Of course, now I can not see out of either lens now. And not only will they not sit straight on my face, they do not look right because one lens is so much thinner than the other.
I do not think any lab tech could be that incompetent, so I think he made the lens that way just to be hateful. I carried them back and got a full refund and will never grace the doors of an Eyemart Express ever again.

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EyeMart Express wrong prescription. poor service

Took my prescription to Eyemart Express, the sales person told me the frames I picked out were too small for bifocals. Then said no they weren't after my sister told her they were bigger than hers and she had bifocals. Came back 2 hrs laterr to pick up new frames with new prescription, extremely long wait. Finally got the new ones but couldn't read with them, was told to take them and wait until morning to put them on after my eyes were rested. I had cataract surgery so couldn't see real well but when I got home my sister looked at them and immediately told me they had trifocals, not bi focals. They also said they didn't file medicare but would give me the form to send in, you couldn't even read the instructions for a wide black smear down the full length of the paper. Mentioned that and was told that was all they had, after all, this was just a courtesy they do. Well, if you can't read the instructions, what good is that.

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ABO Certified Manager
Amarillo, US
Aug 29, 2011 6:02 pm EDT

Contact your medicare office for the forms. Only the person on medicare can file the form. Also if you have cataracts in both eyes and the surgery is going to be less than 2 years apart then don't file for reimbursement until you have had surgery on both eyes. Medicare will only pay once in a lifetime so why waste your benefits for one eye only if you plan on having the second eye done too. You have two years to file for the reimbursement and I don't think medicare pays for the frames only the lens.

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mamaw sam
West Alexandria, US
Jan 19, 2011 4:03 pm EST

customer service terrible, personel qualification a joke @ the Trotwood, Ohio Eyemart.Mixed-up mine and my husbands glasses, placed his lens in my frame and my lens in his frame and then ask are you sure these arent yours, lol.Well then the prescription was totally wrong couldnt even see out-of bifocals and then Dr Hardin states we need trifocals and wouldnt refund, Recieved another exam (different company)and Eyemart made my prescription to strong.Will be contacting eyemart headquaters.WOW lesson learned.

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EyeMart Express - terrible customer service

On january 18th, 2010 my fiancee and I went in to the eyemart express in albuquerque, new mexico. My fiancee recieved an eye exam and proceeded to pick out the frames and place the order for them. We were then told that we had to pay for the glasses up front before we picked them up the next day. I was frustrated by this because there was no mention of the...

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EyeMart Express incompetent staff, lenses incorrect

Be very careful when choosing a business when you are needing new contacts or eyeglasses. Made the horrible mistake of going to this Eyemart Express to get an eyewear prescription. Note the name Eyemart Express, this should have been my first clue of the incompetence I had facing me. Not only was the staff rude, but the manager especially refused to refund my money when they could not get my presciption right. The people in the lab have no clue as how to grind lenses and prefare good eyewear. I informed the manager that the sales clerk never gave me my receipt, said I wouldn't need it, and she argued that I was lying to her and that the peticular sales clerk always gives customers their receipts. What happened to customer service? Don't most business want to please the customer instead of accusing them of lying? Why would I lie about that! They also convieniently don't display any information on their return policy! Maybe that's why there was no receipt. They don't care if they can't get your lenses right, too bad we will just keep making bad glasses until doomsday! They are well rehearshed in the "reasons" they won't give you your money back, which is all a rip off! Do not go to this so called business because no one knows what they are doing, it's just a cheap chain store with minimum wage workers who are unqualified for this kind of job. Go to a real eyewear business, or be prepared to take them to court if you want your money back.

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Lolasmom
Springfield, US
Dec 29, 2014 2:26 pm EST

I have used this company for glasses and did not have a problem at first. The 3rd time, I picked up my glasses and had a bit of trouble stepping off the sidewalk outside the store. I put it down to first time with bifocals. I went home and was in my rocking chair watching TV and thought I was going to throw up. I knew then that something was wrong. I took them back the next day and they checked and the prescription was just a little off. They did correct it and I had no more problems. I am not sure I would go back to them.

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Dee Dee C
Springfield, US
Jun 11, 2014 7:12 pm EDT

Paid over $400 out of pocket for glasses. Specifically asked before I ordered and was told 7 to 10 days. It has been three weeks today and still no glasses. Because I am upset they offered to make me a pair of their cheap $30 glasses. Seriously? I paid $400 for my glasses and I expect to get my $400 pair of glasses. Completely unacceptable and will NEVER go back there. After calling twice and being given the runaround I was finally told they got sent back because they weren't right and when I complained I was told, "You want them to be right, don't you?" Apparently too much to expect to get them in a timely manner AND for them to be right. I have little faith that when they finally do get here that they will be right. Walmart is better than this and cheaper. JUST DON'T!

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EyeMart Express extremely slow delivery

Ordered and paid for three pairs of glasses. Trifocals arrived in about 10 days and were fine. Reading glasses arrived about one week later and were the wrong prescription. Replacement reading glasses arrived about 10 days later and were fine. Computer bifocal glasses (about 18-inch focus with small area for closeup reading) still have not arrived after more than seven weeks. Two telephone calls about two weeks apart were both responded to with the information that the glasses have not been returned from the A/R lab which is applying antireflection coating. This excessive delay is absolutely unacceptable.

Harlan E. Clark
4101 Foxwood Trl SE
Rio Rancho, NM [protected]

[protected]

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EyeMart Express bait and switch

I saw their add on TV for two pairs of progressives for just under $170. As I would have to travel for an hour to get there I called to make sure that was the cost and there would be no added fees. I was assured that was the price I would pay plus tax. So I went in for my eye exam and headed down there on one of my few days off. There were very few frames in the $39 range which I was told was what was included in the special. Ofcourse you were not told this on the phone. Anyhow after searching there was only one frame that worked for me in the $59 range so I would have to pay the $40 difference. Then as I was being measured she said the lenses would be much more because they fall into the medium size. So my glasses that were advertised at under $170 jumped to $350 before taxes. That was a price I could not swallow and felt like it was the typical 'Bait and Switch Game' they were playing with the customers. We walked out at that point and drove the hour home.

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Update by happylefty
Oct 23, 2009 12:10 am EDT

I have a pretty strong feeling you work for this company. It was clearly a bait and switch. For one thing they did not advertise there were only about 20 pairs of frames to choose from at that price and the higher priced frames had quite a large variety in comparison. This information was not given to me on the phone as well. Also they did not adversise that there were different prices for different sizes on the progressives, only one price was listed. The frames I chose were a very middle of the road size, not small and not large. I also did some checking with other shops and they all have one price regardless of size. When I called Eyemart and asked very detailed questions and said I did not want to make the one hour drive there to find out the prices were not as advertised they said there would be no added costs and it was exactly as advertised. Nothing was listed about different prices on progressive lenses depending on size. I do not expect anything for free, just the price advertised on these lenses and glasses.

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not a customer now
, US
Feb 25, 2020 1:34 pm EST

I bought lenses it took 5 weeks to get them when I did receive them the progressive part was too high so I could not see they sent them back when I received them again they had dots and lines all over them . They used my 2019 insurance benefit and they only want to refund me my portion I paid causing me to lose my 2019 insurance benefits and they think that this is a fair offer. I said well I will keep having you send them back so then she says well if your frame breaks it will not be our fault . Way to take responsibility for your mistakes Eyemart. Run do not walk away from Eyemart their prices are not cheaper but there quality is.!

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BlueJayWay
, US
Mar 22, 2021 11:32 pm EDT

As I understand it you were refunded what you paid out of pocket but wanted the whole sale refunded to you. In cases of insurance the portion that was covered by insurance will be refunded to the insurance company. Now it is up to to the insurance company to reinstate your benefits but since it is from the previous year they may not do that. That is NOT up to Eyemart or any other retailer, it is an issue you must take up with YOUR insurance company.
Your anger and dissatisfaction is misplaced.

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Petra88
, US
Feb 12, 2019 5:39 pm EST

I had a good experience with Eyemart Express. I got a $39 frame. Had a choice. Any would have done for me because they actually were the shape & size I prefer. I got bifocals with scratch protection & anti-glare or polarization. My total was less than $200. I was very surprised. Unfortunately my right eye distance vision changed dramatically about 3 months later, so now I'm glasses shopping again. I've found the wrap sunglasses frame I want at Lenscrafters. Had to order those online last time because I couldn't find wrap frame anywhere else. So, I'm debating. Back to Eyemart Express for bifocals or try to dicker down Lenscrafters with bifocals & fairly expensive sunglasses.

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12brn
, US
Oct 22, 2016 8:35 pm EDT

I know this is an old board so I have no idea if anyone will actually even see this, but I stumbled upon it while doing some research on Eyemart Express. I am seriously insulted by how rude everyone was to the person who left the original comment - and I'm with the first gal - sounds like eyemart express employees leaving comments. This place is a scam and it's so obvious. The prices they advertise sound great, but when something sounds too good to be true - it usually is. This place could not be more of a blatant example of a classic bait and switch. Sorry people are so rude to you, but you are absolutely right. Hope you got your glasses worked out somewhere classier.

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Commando Cody
, US
Apr 16, 2014 8:54 am EDT

i wanted new lenses in my old ( perfect titaniam which i had bought new from them) . the sales person told me that they cant do that. i had to buy new and expensive frames.

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mariefromsc
anderson, US
Feb 23, 2011 3:21 am EST

well i was going to go there and get mine, but thanks for the heads up i think i will just go to wal mart at least i am use to them screwing me lol.

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xximjdxx
St. Petersburg, US
Nov 21, 2010 1:52 am EST

@customer service is just a catch phrase

First, the frames they get from other companies. EyeMart doesn't sit in the back and make frames. That is why they offer the 1year breakage plan. If anything happens to them other then lost of stolen, they will replace them. If they don't have the frames in stock, you can pick out another frame of equal or less value, and they will remake the lens for you. Secondly, the internet isn't updated everyday. It could easily show a frame in stock, and by the time you get to the store, somebody could have bought it. The frames on the internet are frames we carry. If the frame manufacturer recalls a frame, or stops making it, again they internet isn't updated in the blink of an eye. They don't have a 50% warranty. If the frame breaks within a year, then bring it in and they will replace it FREE. The lens warranty is 20 bucks and covers your lens up to 1 year. The warranty ends up paying for itself the first time you use it. I find it hard to believe an employee "forgot" to mention our 1 year breakage warranty. I also find it hard to believe you missed the AT LEAST 3 signs in the store that say it.

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customer service is just a catch phrase
Somewhere, US
Jun 12, 2010 7:22 pm EDT

I have had 2 consecutive sets of defective frames within 3 mos of each other. Both times they said they couldn't just get the frames and that I'd have to purchase a complete set of new frames. I find it amusing that an internet search of the frames showed them being easily available on the net. I also find it interesting that they will have the same profit margin on the replacement set with their 50% warranty. Strangely enough both frame companies have 1 year warranties on their frames and they never said a word about this. Either they are shady or they have a customer no-service business model. Either way, I'm done with them as is 7 of my family members who have been going there for many years. I hope it was worth it to you eye mart!

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BlueJayWay
, US
Mar 22, 2021 11:13 pm EDT

Nothing you said makes sense and what I could understand is quite untrue.

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max$sav
nocona, US
Jun 04, 2010 9:04 pm EDT
Verified customer This comment was posted by a verified customer. Learn more

I went to Eyemart Express expecting low prices. The sales person right off the bat told me it was going to be $220.00 regardless of what frames I choose but " don't worry, the scratch guard is included in the price." Wow. That was mighty [pardon the expression] white of them. I e-mailed a complaint but hadn't heard back yet.

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trickydik
Austin, US
Mar 01, 2010 8:04 pm EST

The ads that optical companies run are to get you in the door---as is the case with a lot of other businesses as well. There ARE three different sizes of progressive lenses, and two different materials that they're made of, as well(glass would be a third, but is rarely used any more). IF you had read the fine print, and I know that it appears and disappears quickly on a television ad, you would have seen the stipulation that certain types of lenses and/or frames were included in the price mentioned. ALL of the optical retailers run similar ads, just worded differently. Go to Lenscrafters, and you'll probably pay $350.00 for ONE pair of glasses, as you will, too, at most Doctor's offices that sell glasses. You mentioned that you called other "shops" and that they have one price regardless of size of progressive---but you neglected to say WHAT the price was(a lot more, I'm certain). I agree that you do sound like one of those folks that want everything for nothing... It's your eyesight, for chrissakes, and you're squealing about spending two or three hundred bucks on eyeglasses every two or three(or in your case, probably ten) years. I'll bet you wouldn't think twice about going out to eat at a really nice restaurant and dropping fifty or sixty bucks per person for a meal, right? Get real.

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bhsdriller
Bakersfield, US
Oct 26, 2009 3:23 am EDT

I've been there and there are quite a bit of 39.95 frames... Some people just can't be pleased

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EyeMart Express 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

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Phillip Heimann
, US
Dec 14, 2019 7:21 pm EST

I took my wife to the eyemart on catclaw dr. In Abilene Tx they sent a false text saying her glasses were ready but the where not it took another 20 minutes to get them

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AsksForRespectfulService
Oklahoma City, US
Apr 14, 2014 6:17 pm EDT

I went into the Eyemart Express on N May to quickly get a new pair of glasses for my daughter because she broke hers. When we first entered the store no one acknowledged us. They were a little busy so I paid it no mind and went to shop for frames. Then other customers coming in after me were asked to sign in, I figured it was for eye exams, as I've never had to sign in at any other location. After shopping for 20-30 mins, and still receiving no acknowledgment I went to get someone's attention but was brush off with a "someone will be with you soon" then I went to the sign up board at the counter and saw you had to sign in just to order, wish I'd known that when I came in. But I already made my selection and didn't need consultation so I asked one of the reps if I could go ahead and check out. She told me I had to wait according to the list. I told her if they had acknowledged me when I came in and informed me of this I would be served already because I was there before all the other customers currently on the list. So I asked her how much longer because I've got to get my daughter back to school. She said at least 30mins or longer. I asked why she could just take 5 mins to place the order as I don't need a consult I'm just buying a replacement pair. She said sorry you're going to have to wait, I was pissed because I was there first and just needed to check out. I asked if there was someone else available to just simply place my order. She rudely said no and walked away. So I told My Daughter we would go to the other location because I never have these problems there. I was talking to my daughter no the rep but then the rep suddenly decided she wanted to give me attention to tell me "you do that then" as if her horrible service wasn't enough, she intentionally wanted to be a jerk to me. Well, I did go to the other location on Memorial Rd to receive immediate assistance on arrival (without having to sign in) and we were out in under 15mins, with courtesy. I don't know any store that makes you sign in to check out, that's ridiculous. And the attitude and disrespect were enough to say I will Never go back to that location again.

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DCC65
, US
Jul 27, 2016 9:33 am EDT
Verified customer This comment was posted by a verified customer. Learn more

I went to the Eyemart in Waterloo, Iowa because my optometrist closed his own office and went to work for Eyemart. I could not find the prescription for the glasses that I had, glasses that worked fine but the frame was broken, so the doctor gave me an eye exam and new glasses were ordered. It turns out that the new exam was for a completely different prescription than the original, way, way off, and I couldn't see through the distance or bifocal lenses. I took them back and they said that the prescription error was my fault! But they would make me a new pair with a new exam (free). The new pair came back with the distance lenses corrected but the bifocals were made even less powerful than the first pair they made. They had also forgotten to put in the sun tint that I had paid for. Since the sun tint was missing they agreed to make me a new pair. I told them to keep the distance lenses the same because they were perfect, but to fix the bifocals since I could see nothing through them. So the new pair returned the distance lenses to the original pair they made, which had been so bad that I couldn't see simple things even twenty feet away, and the bifocals had been changed, but not for the better. This, of course, they told me was all my fault. But they would make a new pair. The new pair was as bad as the first and third pairs. Finally my wife was able to find the prescription for the pair of glasses that I was wearing with the broken frame so they made me a new pair. That should have been easy, but they came back wrong. The doctor had not noted my astigmatism so they did not work. That, of course, was my fault. So, to get a new pair I had to pay again, but only half price which was still over a hundred dollars. The new pair came back and I wore them for 2 days, two days of relentless headaches trying to see through glasses that blurred the distance and worked in the bifocals if I turned my head just the right way. Of course Eyemart has a no refund policy so I can't get my money back and go somewhere else to get glasses that work. On top of this they made me a pair of computer glasses along with the first pair. The only problem is that I cannot see the computer when wearing them. I paid extra for them, of course. They won't fix my computer glasses until I am satisfied with my regular glasses, so they have been holding my computer glasses at the store. This whole process began in March and it is now the end of July. I still don't have glasses that work and I cannot pay them for trying again and again to get it right.

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Sharon Griff
, US
Apr 20, 2016 3:34 pm EDT
Verified customer This comment was posted by a verified customer. Learn more

My husbands 6 month old glasses are so scratched he can't see out of them. We both use the same microfiber cloth for cleaning and my glasses, which are much older, have no scratches. Eyemart Express refused to do anything. The opthamologist said they're made out of cheap material and that's why they're scratched.

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User4987234
, US
May 02, 2013 9:28 am EDT

Lousy customer service the wait-time is far too long, and the staff are constantly rude & unpolite!

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Ms Darlene Williams
Jackson, US
Mar 13, 2010 2:27 pm EST

Already wrote complaint, I put in wrong email, it is dmw541@ymail.com

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Theresa Masse
Canyon Lake, US
Oct 23, 2013 8:43 pm EDT

I would never suggest anyone to work for Dr Barnes Eyemart Express especially the location on SW Military Dr in San Antonio, Tx due to first of all the so called manger they have is a socialist pig and needs to learn how to treat his employees like Human Beings. He demands that the employee buy black pants and a collar white shirt at their expense when this should be provided by the company. He doesn't allow the employees to carry around their cell phones which is understandable but why can he carry one and answers personal calls in front of customers too. How Unprofessional for a manager running an optical that is branded Eyemart Express? I have worked in the optical industry for 20 years and now retired but I know people who worked for him and he is has a problem talking to women employees and thinks he's above everyone. I'm just wondering who would want to work for someone of his low stature and how did he get where he did as a manager of an optical? I'm sure Dr Barnes would not like to read what I have to say. I guarantee that I am going to continue to post information like this so no other woman that is thinking of working there will think twice...

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Ms Darlene Williams
Jackson, US
Mar 13, 2010 2:18 pm EST

I got eyes checked at walmart, took prescription to eyemart express, got 1 pair eye glasses and 1 pair of shades made. the prescription reads: distance OD Spherical +1.75 Cylinder -0.25 Axis 140, OS +1.50 Cylinder -0.25 Axis 010 Reading OD +2.00 OS +2.02. What Eyemart Express made was +2.00-25 x114, +1.75-25x179, +1.75 +175. Took them back to Eyemart Express and was told that I needed a larger frame, got a larger frame, but the problem is still the same. Eyemart Express won't return my money, and there is nothing that I can do with the glasses. I can't see with the new glasses, everything is a blur. How can you help me?

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a satisfy customer
West Covina, US
Jan 29, 2012 4:07 pm EST

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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can't get no satisfaction
, US
Oct 21, 2011 5:33 pm EDT

I got ripped too. Last year I bought a pair of glasses that they recommended I pay extra for special lens because the frame I chose was rimless. I couldn't see out of them when I got them. Took them back & asked for a coating for glare but didn't purchase it because they were going to charge me an outrageous price. When I went back to my eye Dr just this month I found out Eyemart had used the cheapest plastic they could on them & that I didn't need an upgraded lens because the frames were rimless. The glare occured because they used such a cheap grade of plastic. I can un-recommend them to friends & family just as easily as I recommended them. Needless to say, I will not use them again.

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EyeMart Express defective product/terrible customer service

Purchased frames. Waited 10 days for them to be ordered and made. When completed, took them home. A few days later a pet damaged the glasses so took them in to be replaced. Waited 10 to 14 days for replacement. When completed, took them home. Next day tried to clean them with regular microfiber cloth but lenses rattled, moved inside the frames. Took them in and was told they were too big, the frames. Waited 10 days or so again for replacement. Picked the third pair up and went home. Same problem. Returned to store and demanded refund. Manager agreed they were poorly made and expressed disgust, embarrassment by poor workmanship. Asked if he could have one more try and he would handle it himself. Also said I could have free ( ! ) pair of sunglasses. 3 weeks pass and no words. Called store surprised they were taking so long. Was told manage was out of town but glasses were ready. Can't believe I was not called as soon as they were ready. Obviously manager did not take my complaint seriously.

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zerohour18
, US
Nov 11, 2018 9:26 pm EST
Verified customer This comment was posted by a verified customer. Learn more

hello I placed my glasses order days ago and they are finally ready and the customer service here in Texas on south military this place had poor poor service with attitudes and very rude ya have terrible service and need to have a wake up call and get your things straight photo is of 5 other people just for a pick up

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Glen Boudreaux
, US
Sep 10, 2018 11:19 pm EDT
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This inquiry is not exactly a complaint...however I am having trouble (on you site) locating a HAVANA TORTOISE colored frame ...FYI my frame size is ...[protected], Also can i purchase only the frames if decide to do just that ?

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poundsandupurazz
Dallas, US
Feb 02, 2010 9:03 pm EST

You need to call Eyemart Home Office with your complaint. The # [protected] and ask for Tracy Marr. I f you can`t get any where with her call the President of Eyemart Express Jonathon Herscowitz at [protected] his cell phone #.

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