EyeGlassPeople
reviews and complaints

I have ordered a pair of glasses from EyeGlassPeople website and paid with my card. They took my money and promised to contact me as soon as my glasses will be ready.
No one contacted me for weeks so I decided to call and ask if everything was ok. When I called they did not pick up. That was strange, but I thought that it was too early to panic, so I decided to wait a bit longer.
Three weeks later I emailed customer service asking them to cancel my order and again no reply!

Placed order with credit card info, not knowing EyeGlassPeople in TX had gone belly up and was now resurrected in Syracuse, New York.

I paid for prepaid mailing (both ways) order indicated shipping label was attached, it was not.

This began two weeks of calls to their support line and support email. The phone was never answered even once - and I called throughout the day. The email was ignored as well.

After two weeks I replied to the order confirmation asking to cancel my order.

Today, 3.5 weeks after I get an automated email asking why they had not received my frames for the lens replacement. I attempted to reply and the email bounced back as the server and domain were inaccessible.

I called, and actually got a person. I canceled my order and then asked that all my information be removed from their systems, including my credit card information.

Here's what I got, "$#*! you, what part of your order has been canceled do you not understand!"

I placed an order for polycarbonate progressive lenses for a pair of new eyeglass frames and mailed the frames from Illinois such that they arrived at eyeglasspeople.com in 2 days, on Dec. 14th. The eyeglasses with new lenses were returned on Dec. 24. Three people tried these glasses on and all three agreed that that +2.00 reading glasses prescription portion of the progressive lenses were completely missing. The bottom reading area of the lenses was at best +/-0.00. It should have been +2.00. Clarissa, the customer service person, informed me of the following: a) She insisted that everything is checked/verified before leaving the lab and therefore the prescription is correct. It was not. b) She said that the +2.00 portion of the lenses is a tiny "hole" to see through. The "hole" does not include the +2.00 power in either lens (see photos). c) She tried to redirect the conversation as such: she said if I want a bigger view for reading, I need to order a better [i.e. more expensive] lens. Her attitude was that I was wrong and that I just needed to buy a more expensive lens for a larger viewing area for reading. This is not the problem. She said that my only option was to return the glasses and have them checked out, but could not return the glasses by Jan 3, one week away (I need them for an upcoming trial on Jan. 4). She refused to refund my money. I offered to send photos, but she didn't care. Bottom line: prescription incorrectly filled, no refund, one week turnaround apparently impossible in their business, and of course, no responsibility on their end. I was willing to overnight ship. If the prescription was not possible with the lenses purchased online, then they should not have taken my money and pretended to fill it.

Note: Photos taken with a normal (55mm) lens same distance from camera to eyeglasses and eyeglasses to book in both shots. The eyeglasses in the complaint are the clear plastic frames. The other pair, for comparison purposes, are wire frame Walgreens reading glasses with +1.75 power, not quite as strong as my reading prescription, but close enough to demonstrate the incorrect reading portion of the progressive lenses.

I spoke with Tom, who repersented himself as the owner, in business for over 20 years 4 times before feeling reassured to send him my titanium frames which I intended to keep in service for as long as possible.
He reassured me that my top of the line lenses would be the finist available and that the handling and assembly would be done with " Teflon tipped screwivers".
When recieved by me the lenses looked fine, but a screw head was stripped and the left lens was too big for the frame.
The assembler forced the screw in as tight as possible to try to cover up the fault causing the rim to bend at the screw and forcing the temple downward.
There is also plating missing now which wasn't gone before being sent off.
They now ride at an angle on my face and I'm constantly aware of the heavy handed careless work that had been performed.
I emailed 2 days after recieving so I could cool down and never recieved a response.
Might as well have work done by a welder!