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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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J
6:38 pm EDT
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EyeMart Express Poor service. IM Not happy

Poor service took almost 2 hrs to get my glasses. My husband's were wrong and had to be remade and the tech said he would mail them and he didn't now we have to drive another hour to go pick them up we have used you for years but now we will be finding a new place we paid good money to buy from you and you have gone down hill with your service

Thank you

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7:04 pm EDT
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EyeMart Express Terrible service

On Tuesday, March 5, 2022 I went to eye Mart express and I was told that they couldn't have my glasses ready till the next day. They said they would text me when the glasses were ready. I called the next day and was told the machine broke and it would be yet another day before they were ready. I called again and was told my glasses were in (I never got a text). Why wasn't I called when machine broke down? Why didn't they send text letting me know glasses were ready? Bad service all the way around.

Desired outcome: Get a back up machine or better yet get employees that don't lie.

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2:29 pm EST
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EyeMart Express Glasses frames

I came in to the store to purchase a frame and to get a different pair of my glasses frames tighten for free. I paid for the one frame then, the associate proceeded to tighten the frames then came back and broke one of the side of frames. Then the manger came out and said because it's not under warranty that they could do anything about it. Even though they were the ones to break them. Then she told me I would have to pay for new frames. I did no but the frames since they were the ones to break them.

Desired outcome: New frames

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Gemper1969
Beckley, US
Feb 26, 2022 2:10 pm EST

Good for you. No employee has any right to treat a customer like that. Different way to handle that situation. I've been a supervisor before and thay employee would have been written up & made to apologize to you right then and there. How embarrassing for you.

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M
7:25 pm EDT
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EyeMart Express Still haven't received my new glass's after two weeks.

I live 99 miles from Albuquerque NM. I had my new eye exam the day before going to Albuquerque. I have bought several pairs from the same place at the corner of Menaul & Carlisle Blvd N.E..I went to lunch and got a text that they were ready. I got there, but they didn't have the polarized lenses so I paid for that and she said about an hour to pick them up. I did not have the time to stay any longer in the city & the gal said she would send them to me. I called last week & the gal I was talking to said the manager wasn't there on Saturday to send them. It has been two weeks & still not delivered. Question ... Why do you only deliver once a week?

Desired outcome: That is your call, but if you would like to keep me as a valued customer, I would prefer some kind of compensation.

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4:45 pm EDT

EyeMart Express Bad customer service

July 31, 2001
Approximately 2:30 ish
I walked into Eye mart express to get my glasses tightened and to get a refill on my eyeglass solution. I also told the lady who was waiting on me, whose name is Shonda that I wanted to look at the sunglasses. There was a white lady I'm sorry I didn't get her name asked me if I had any questions. I asked her could I get a quote as to how much it would cost to get my prescription put in the sunglasses. She looked up my information since I'm a returning customer and said "oh yeah you can't see" I said"I can't believe you said that to me" she said"well you cant". I really took offense to that because I know I have a strong prescription, I didn't need her to make a mockery of me or my vision.

Desired outcome: Address the issue

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12:26 pm EDT
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EyeMart Express Customer service

I walked in to pick my new glasses. Maria told me to have a seat. Two other people came in behind me and she told them to sit down. The next 3 customers, she helped them and left us sitting.
I requested the rep's. Name to file a complaint, and the manager said the policy is not to give out employee names.
Hope there is only one "Maria" working in Tyler, TX.

Desired outcome: employee retraining

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4:41 am EDT
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EyeMart Express Over charges and aggressive bullying staff member

On May 3 I purchased a full pair of progressives & lenses for my old Ray Bans. Everything was perfect. I got my glasses within an hour. Pat is an adjusting angel & got them perfect. I spent almost $400
A couple days later I brought a friend in who got progressive transitions w/designer frames. Almost $500. Again everything was great & Pat did a perfect adjustment. Kudos to Pat. Ask for him. He rocks
On May 12 I went in to order some frames & get progressive transitions & readers. My frames were in stock & I had the glasses made. I said I had to do this cheap as possible as Ive spent $900 here in 2wks already. No protection plans etc. Just glasses. I left to wait for glasses & looked at receipt. Sure enough I was charged $50 in protection so I went back & asked it be taken off. A male employee whose name I was never told, approached me aggressively like a Bar Bouncer & said in an intimitated voice "Follow me" I took 1 step & stopped in fear. When men approach me & aggressively demand I obey, my Spidey Sense goes off. He then yelled, I want you to follow me. I still did not follow. He was very agitated & said, "I want to show you something" & I finally obeyed his command & he took me in the Lab & showed me a machine that measures uv. He demanded, not asked for my glasses on my face & he showed me readings. He then said he can take the uv coat & tint off my glasses as protection is code for tint. Website states it protects my lenses, coat & tint. Not buy them. I said, "So youre going to take my uv off the glasses you are making?" Yes How do you take tint & uv off transitions? No answer. So I said if I dont pay $70 in unwanted warranty you will take the tint & uv off my lenses I paid extra for tint & uv? I have to pay you not to destroy my lenses?"He said,"So are we good?"I said"No I have to think about the lies you just told me" & left. Came back to pick up glasses. They need adjusting. Was Pats day off. They dig in my nose & Im afraid to travel 100mi each way to be confronted by that man again.
I have never scratched a lense before prescription was up & did pay it on 3prs but dont see its necessary. I want that $70 returned & that man at the store needs a reprimand. Im a 65yro disabled woman, 5ft 2 & 95lbs & 1/2 blind w/cataracts. Theres no excuse for his bullying & imtimidation, & threats are off the chart. I felt I was dealing w/Mafia. Pay or we ruin your glasses. I just wanted that extra charge removed. And transparent pricing would be nice touch, as the price out their mouth is much lower than receipt. No price for tint, uv coat etc.
I did contact the store thru email. No answer. I contacted corporate & got auto reply & sent to a F&A list. List says its protection not code for tint
Just return my $70

Desired outcome: Return my $70 of protection plans I specifically said no to. Reprimand your employee & remind him he is customer servicd & not Bar Bouncer. Price list would be nice too

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1:20 pm EDT
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EyeMart Express Length of time waiting on glasses

on 4/23/21 I ordered new glasses at the Grove City Ohio Eyemart Express. The clerk that did the fitting was Jana, a very nice and informative person. She wrote up the order and said it would be a week to 10 days because it was wireless rims. I was ok with this as I have ordered wireless frames before. On the eleventh day I called to ask about my order. I did not get the name of the person I spoke to unfortunately. When I asked about my order instead of checking she asked when they were ordered. I replied 4/23. She immediately got defensive and replied probably not, they take 2 weeks. (I have since checked my receipt and it does indeed list the promise date as 5/7, 2 weeks). I was fine with that but I replied that I was just checking because I was told 10 days to 2 weeks. This must have set her off because she then became really defensive and all but called me a liar. Very unprofessional. That is part of my complaint. Today is 5/11, the 18th day so I called again. The person on the phone was polite and seemed sincere. Big change! However my glasses are not complete yet and I was told they would try to have them by the 14th. (3 weeks) That is not good business. Eyemart "Express"? This is my 4th pair of glasses through this store but will be my last. 3 weeks for a pair of glasses in unheard of.

Desired outcome: Not sure what can be done other than a full refund if not received by 5/14.

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9:43 am EDT
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EyeMart Express customer service

I had appt. for 11a, 3/27/21 in duluth mn store, it was pouring rain and i ran into store, as i took my current glasses off to wipe the rain, i had an employee "speak very loudly" from across the store, to put mask completely over nose, regarding my mask being under my glasses, please pull a tape from the store to watch how far away i was, i then stepped closer to stop the embarrassment I was experiencing, the staff then told me if I didnt put my mask over my nose, under my glasses i could just leave. So I did, however if you get the opportunity you should let your employee know I had stitches in my nose as i had just been a car wreck, thus why i needed new glasses. If she would have been 1 single ounce decent and came over and talked to me she could have seen what I was going thru and had a different attitude. Shame, shame, shame on this horrible employee to add insult to my injury and treat me like I am some covid spreader, I really needed those glasses and examine and because your insensitive employee was more worried about yelling at me across the store i am doing without, I will not only tell every person about my experience but I will never miss an opportunity to inform how you train your employees

Desired outcome: Fire the employee, or at least address the rude, insensitive way

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8:00 am EST
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EyeMart Express Did not get progressive lenses as stated on prescription

On February 6, 2021, I made the 1 1/2 hour drive to the Beckley store to purchase glasses because my mother highly recommended them. The customer service was great. She was very helpful and answered all of my questions. I got home, and had trouble seeing at a distance and the optometrist explained that with the progressive lenses, I would be able to see at a distance. I called the store and she said that I didn't have progressives, only single vision. It was on my prescription that I needed them. I don't understand why they didn't add them. She told me that I would have to come back to the store and be measured and it would take approximately three weeks to get them back in and there would be an upcharge. I do not feel that I should have to pay the difference in getting the glasses and sunglasses corrected with progressives since I have to go back out of my way and drive 1 1/2 hours back to the store to get them and make the drive for the third time to pick them up when they come in. I do not feel it is my responsibility to see that the glasses were made to fill the prescription.

Desired outcome: I want the glasses and sunglasses made with progressive lenses without paying the difference because I have to make the drive two more times to get them corrected.

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1:06 pm EST

EyeMart Express Glasses not on time

November 10th I purchased a pair of clear progressive lenses with the works on them with frames — I also at this time purchased a pair of sunglasses with frames — I picked up the sunglasses the same day and was not satisfied with them after a day — I brought them back and they discovered the lenses were just tinted and were not polarized — who would buy sunglasses that are not polarized? I was told it would be an additional $65.00 to have them polarized, so I paid the extra money — it is december 2nd 2020 and I have heard nothing about my regular glasses and it has been 22 days — I would like a full refund $ 419.80 plus the polarizing fee of $65.00 total $484.80

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2:09 pm EDT
Featured review
This review was chosen algorithmically as the most valued customer feedback.

EyeMart Express - Eyeglasses

On august 31, 2020, I went to my local eyemart to see about getting a new pair of glasses. Their commercial says they carry "designer" frames. There were a total of about 20-30 of these. Very disappointing. I did find a cheap pair. My insurance allowance was $150 for frames (I pay for good vision insurance). They would only allow me to get the one $69 pair...

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7:24 pm EDT

EyeMart Express Bad service

Today I visited eyemart express in greensboro, on wendover avenue, let's just say it was not a great experience.
I have been a customer for years, my whole family has gotten their glasses there. Today received horrible customer service, and waited while other people got excellent service and was served before us.. Most notable, a caucasian customer. Once I got ready to leave, everyone started to say, "I thought you had them" as we walked out the door no one took the time to say, "we are sorry!" or, "it was a oversight, I can help you!"
I did call back and asked to speak to the manager. I told the manager the story and she admitted it was her.

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9:24 pm EDT

EyeMart Express Glasses

I went to the eyemart express in Brownsville Texas and they refused to take my Medicaid and only accepted one of my insurances. They said that if I wanted to use my Medicaid I would have to use my aetna insurance to buy a frame and then come back tomorrow to buy another frame with Medicaid because that if I tried using both it would be denied but isn't it their job to get both insurance to cover my glasses? I don't think it's right that last time I went they accepted both of my insurances and now they want me to buy twice so I can use my full benefits.

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7:16 pm EST

EyeMart Express customer service and false advertising

I stopped by to purchase 2 pairs of glasses which to start customer service was Horrible, out of the 2 reps doing nothing there non was willing to assist and when i had questions it seemed like she (Susan D) was doing us a favor. The first thing that got my attention about the scam they are running is that the glasses has a huge 50% off and when i paid she told me that if i had insurance there was no discount, that is insurance fraud but well i paid when i went back to pick them up they gave me rayban glasses case i stead of gucci that i purchased and Susan bei g rude said that they didnt had any that that was the reason i paid so low which nobody stated or is disclosed no where. I asked fo a manager which he was listening with out doing anything and he said that they didnt existed anymore and i told him i didnt wanted the product the since in was incomplete, misadvertised and besides doing wrong they do it it with a terrible attitude, when he realized i was upset he said he was going to call another store to see if they had any, and how weird, from being extinct to he will have one for me on monday. They shouldnt lie to customers neither reps or managers thats why businesses disappear and i give you my word i will make sure everybody knows in every group im part of. I really hope corporate is diferent, feel free to contact me Alex Casillas [protected]
Ticket number# 237044

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7:39 pm EST
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EyeMart Express manager

A friend of mine (who is a former employee) received a text from her former boss exposing his penis and making lewd remarks. While he is no longer her boss, I find it not only inappropriate and disgusting, it fringes on sexual harassment. For a manager of your company to be so vulgar has made me a FORMER customer. His name is Terrance, and he needs to learn respect and self discipline.
J. Durbin

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6:23 pm EDT

EyeMart Express refund refused

I used the two for $126.82 to purchase a pair of sunglasses and a pair of regular glasses with progressive lens on August 29, 2019. I immediately put the sunglasses on, but part way home they made my vision so blurry I had to take them off. Today I returned to the store and asked if I could just get a refund and was told I could only get a "store credit". The manager checked the prescription in both pair and they were both wrong. In addition she said the problem was probably due to my glasses that I wear every day having polycarbonate lens and the two pair I purchased from them were just plastic. She asked if I wanted them remade and pay additional cost of polycarbonate, anti-glare lens. Since I have to drive quite a distance to the store it is difficult for me to keep making trips back and forth for "fixes" in the event the next 2 pair were the wrong prescription also. That is why I requested a refund. The refund policy is not posted in the store that I am aware of nor is it mentioned in pamphlet I received when I picked up the glasses. In addition, I was not informed that the plastic lens could give me problems.

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6:59 pm EDT

EyeMart Express glasses

I ordered a pair of glasses. they made the perception wrong. NOt once, or twice, but three times. It was an all day affair to get my prescription without half bifocals in the middle of the lens.
These things happen and some moths later I went in to take advantage of their free replacement lens and get a less scratched pair. One of my replacement lenses has a semi circle about the size of half of a pencil eraser. I Realized this after they had closed and I live an hour away. I asked Eyemart to mail me a replacement lens. And they mailed me replacement frames with stock lenses. I just don't understand how they are still in business.

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3:41 pm EDT

EyeMart Express contacts being sent w/o confirming address first

05/10/19? To begin, the ladies up front didnt even verify my address to be sent out inregards to my contacts that I spent $150 give or take in order to get to me faster. These contacts ended up at another address in 2 weeks. As per eyemart express in oklahoma city at 610 sw 3rd (405) 440-2020 ive called johnson and johnson and they refuse to talk to me because they can only talk to the eyemart express personal. I then called eyemart express back and they said they would contact johnso & johnson and get back to me. Keeping in mind that my entire family has been going to this particular eyemart express since theyve opened at that location. They typically confirm my address with me and I didnt think anything about it as I had alot going on myself. Finally, its been confirmed with the manager as per the lady I spoke to that sit at the desk upfront that since johnson & johnson didnt have a number to track the order I will just have to come in and repay again (as of 06/04/19). I dont think its right when the lady that ordered them for me didnt confirm my address with me this time. If anyone can help me; please either a refund or to be reorder again at no cost as I dont have the money now. I had to take out a loan just to order these so I can see. I havent been able to see good without them for college or work. Please help me in any way would be much appreciated.

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12:00 pm EDT

EyeMart Express glasses

Went and got glasses from here in May I believe of 2017. Witching 2 months the lenses had fractures at top. They replaced and within 2 months again they had fractures. I asked what caused them and was told they were putting the tension lines at bottom to tight. Once again they replaced and once again they fractured and I went in in like April of 2018 and the ordered again. When I picked up lenses manager told me they would no longer replace them due to warranty being up, even though it was not anything I had done. So here I sit with fractured lenses on top side. I don't feel the warranty should be involved as I did nothing to cause the fracturing. Call customer service and was told a regional manager would call me, that was two weeks ago and I have not heard from anyone. Just not right that I have to wear these when it's nothing I have done. At this point I would never refer anyone or return to purchase anything. I am 61 years old and rely on my glasses. Thank you for listening.

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EyeMart Express contacts

Phone numbers

+1 (972) 488-2016 +1 (888) 372-2763 More phone numbers

Website

www.eyemartexpress.com

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