The most trusted and popular consumer complaints website
Explore your opportunities! Create an account or Sign In

Eyemart Express / eyemart express fiasco

1 837 Kings Crossing Drive, Suite 10, Tupelo, MS, United States
Contact information:

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.

Post your comment