EyeMart Express
Reviews and Complaints

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.

I went to pick up a lady's glasses that I work for on Thursday 9-20-18 and the lady that helped up was rude to us I'm pretty sure her name was Carolyn, she helped other people that came in the Eyemart Express in Charleston when we was there talking to her first and was there before they was she helped them them first and made us set and wait and then the manager on the Store Brandi helped us order the lady's glasses and told us they would be shipped to the lady's apartment this week by FedEx and she still hasn't got her glasses well I called today on Wednesday 9-26-18 and spoke with the same lady that helped us Carolyn and she said that the lady's glasses was there in the cabinet and they was supposed to be shipped to her apartment not picked up in the store so she said they would ship them to her now.

EYEMART EXPRESS
6658 Odana Road
Madison, WI 53719

P: [protected]

Hi

We went to Eye mart express store and they told us that i will recive the galss today, but once we suppose to put order and they told us they will give the glasses after 1 week and they speak with very rudely and they are not intrested with customers.

I suggest you pls take some action about this store.

thanks

On August 6th 2018, myself and my wife had an eye appt. with Advanced Eyecare of Maine. We got our perscriptions and then proceded next door to Eyesmart Express to get new glasses. Myself and my wife ordered two sets of glasses, with mine expected to be in before hers. I picked my glasses up the next day on August 7th 2018 and they did not have the glasses right, I couldn't see out of them they were blurry and the bi-focal wasn't right. They told me to give them a couple of days, where as it was a different type of lenses. So I took the glasses and gave it about a week to see if I could adjust to the lenses. I couldn't see out of the glasses from the sides and I couldn't see the bi-focal at all. So the following week on August 13th 2018 I went back to Eyesmart Express in Bangor to tell them that the glasses were not working. They tried adjusting them again, and I told them that they made the glasses worse. I spoke with the manager of the store and he told me that it was the doctors fault, and that they had done the glasses the way that the perscription was, I told them that I wanted my money back and that I was very dissatified with the product, they kept telling me that they could not give me my money back and that they could only keep trying to fix them. I made an appt. with the doctor next door and the doctor checked the both set of glasses that I had and said that Eyesmart Express had messed up the perscription. So I took them back over to Eyesmart and told them that they had messed up the perscription, and they said that they would try to fix them again. I left them with them and went back down on the 14th of August to pick them up. I still cannot use the glasses as they are still not to my satisfaction. The only thing that I ask is that I would like to get my money back for them, why should I pay for something that I cannot use, they are currently sitting on my counter where as I cannot use them as they give me headaches and I still cannot see out of the bi-focal. I put out a lot of money for these glasses along with my wifes glasses which we are scheduled to pick up on the 20th.

Extremely disappointed with Eyemart Express In Muskogee, Oklahoma. However, I was empressed with the optometrist, Daniel Owen.
First, I am a senior citizen, 76 years old.
I wanted to get prescription sunglasses and it had been several years since my cataract surgery and I needed a new prescription, thus I saw Dr. Owen.
After my eye exam, he checked the results against the pair of glasses (love the frames, bifocals, and yes the vision.) Onky difference was my right bifocal was reduced by a quarter.
I left his office with my new prescription and walked into the Eyemart Express store...the nightmare begins...there was one girl waiting on a customer looking at frames and yes, like all of us, the customer was having a difficult time deciding which frame she wanted. All during this time no acknowledgemeant of my presence. The customer made her choice...but her prescription was too old,
during this time period I looked at the frames as I mentioned I, too was having a difficult time making a decision. As the customer was leaving an employee came from somewhere and did start helping me.
I made a selection of 3 or 4 frames and went to sit at the employee/customer table the employee said she'd needed to lower the height if the chair before I could sit down (making it more difficult for me to sit and get up...as I mentioned I am 76 years old. She then proceeded to lower her chair also stating that she did this because most everyone was too tall. Really! ) My choice was made. Everywhere it is blastered 2 hour service and there was a placard on this table about the possibility of one hour service,
My first choice were rimless and would have to be sent to headquarters and would take 2-3 weeks!
Nope! Second choice, when employee takes this pair back to the lab, she comes back and states that it will be about 8 days because the equipment is broken down! Well, things do break down in every business so I said okay. When she was posting my order on the computer she never stated the different cost, like the $29.99. My husband asked what was that fee... was told IF you want sunglasses then that is the fee plus the lens. She also said I would receive both a text and phone call she glasses were ready! Nope! Did get a text - the next afternoon.

(I have failed to mentioned that I took my glasses in with me and showed them to the employee telling her I loved everything about them, frames, lens, bifocals, and yes fit.)

Now it is Saturday early afternoon, I go into the store to get my sunglasses. There were a couple of other customers being waited on, I approached the counter I was waited on in a few minutes...no problem.
The employee got my new sunglasses, cleans them and hands them to me! Fit felt terrible...right lens okay, but left lens extremely blurry. Told employee she re-cleaned the lens, still extremely blurry.
Now during this trying the glasses on other customers were coming into the store...as each entered each of the employees would shout "Welcome to Eyemart" losing focus on their customers... oh, no the employee that help me choose my glasses just told a customer entering the store "Welcome to Walmart!"
Now my glasses were taken back to the lab, the employee brought them back I tried the glasses on again, left lens still extremely blurry. Back to the lab the glasses go...employee brings them back...no tech came to ask why I was dissatisfied...
the employee said the tech verified the glasses and they were a perfect match to the prescription. I needed to go back to the optometrist. Really!
Did not check to see if bifocals was too high, nope just blame the other guy!
Totally lost all confidence in the employees, lab technicians, and customer service!
Request and received my money back, but no new prescription sunglasses,

Please consider this complaint seriously and retrain the entire staff at your Muskogee store!

Went in to get new lenses. They took the ones i had and put theirs in. They were all messed up couldnt use. They replaced with equally bad lenses. Went back again and got attitude. Asked for refund. Which we got without an apology. They took the lenses out that were bad but didnt give me my originals back. They stole my lenses and I want. Reimbursed for them!

I proceeded to go to Eyemart located on 11413-B Midlothian Turnpike Ste 101, Richmond, VA 23235... I did not see one attempt by the girl behind the counter yes it was a young girl who had 0 customer service skills who did not accommodate me at all you did not care if she made a sale or not... I had a damaged eyeglass frame I bought to buy glass frames including lenses which cost me a little bit of money in the beginning of the frames were very cheap. But now I see the error of my ways and should have gone for a better quality company with a better quality eye glass frame. She told me a my eyeglasses were out of warranty the frames were out of warranty I guess the lenses were out of warranty and she refused to do anything for me at all refuse to take it back to the technician to look it over to see what he may suggest I do since I could not afford another eyeglass frame since this eyeglass frame on this particular eyeglass that I had the frame was discontinued... so I picked it up in my hands told her thank you and walked out of the establishment never to return mind you never to return I believe I know someone on a line on YouTube where I will go to a tutorial and fix it myself since no one seem to give a rip since it was out of warranty whether it's in warranty or out of warranty you try to accommodate the customer because you have lost a repeat customer you might have got me in the beginning of bus screw that I'll never be back...

I went into the Two Notch Rd location in Columbia SC, 29229 on 6/23/18. I call ahead on Friday 6/22/18 and spoke with a rep by the name of Omega and advised that the frames that I purchased in 2016 were not in store but 16 were available at the home office and that I could come in to pay for them so they could be shipped. I went in on Saturday to purchase the frames and as usual they tried to get me to get a new eye exam and to get new glasses. I advised the sales rep that my prescription still works perfectly for me and I only used them for work. They finally looked up my account and verified that the frames were available at the home office but continued to push me to getting new ones. The young man that was helping me took my frames to the manager the looked at my glasses and stated try to get him to get new ones, I refused and the young man stated ok we just have to wait for the manager to approve the order from home office. He went back to manager and was told that he would not order the frames because my lenses were old and worn. The manager would not come out and speak to directly about this matter instead he went out to work on his vehicle during company hours. The rep then advised me that they would not order the frames I was willing to pay for and stated they were closing in 30 minutes and it was nothing they could do to assist me. So I asked, are you refusing to give me what I am willing to pay for, and he stated it's not his decision and walked off. I have never been treated so rudely especially when I called ahead of time to verify what could be done.. The manager completely ignored me and they refused to serve me. I have gone to EyeMart on several occasions to only purchase the frames without any issue. This is not how you treat a loyal customer and I feel so disrespected and could not just let it slide. Please respond to me ASAP.

Carl S Felder Jr.

on friday june 15th at around 12 pm, i called the portage Mi. office and explained that the frames I bought from another provider 1000 miles away, had broken. I asked the young lady if I could bring in the lenses and EME could put them in new frames, she said yes. I brought them in and an associate told me that they could come close to a correct fit, we picked out frames...she did advise that it might not work. I agreed to give it a try. I came back and put the glasses on and i couldnt see through them, it felt like I was crossed eyed. The manager and associate tried to adjust the frame, but it still didnt work. I asked for my lenses back and was told that they had to alter the lens shape to fit the new frame. Now, my brand new, transitions progressive lenses, were rendered completely useless to me. At no time was I advised that they would completely destroy my new lenses... the manager asked me why I didnt just go back to the place where I purchased them... I advised that I have a medical condition that requires i wear sunglasses in bright conditions at all times. She agreed to meet me "half way" and give me a new pair of lenses for $130... i didnt find that acceptable. She offered me a pair of sunglasses, without the anti glare and scratch resistance that I had on my original lenses... I had to accept the sunglasses, because of my medical condition...I bought the frames and got the lenses put in. I would like eyemart express to make me NEW transitions lenses, with anti glare and UV protection, to replace the ones that they destroyed. I spent $163.00 for those lenses and it was never told to me, that they could possibly be rendered useless if put in differant frames.

I took in 2 frames that I received in the past from eye mart express. I also brought in a new perscription which included for the 1st time for me, Progressive lenses. I specifically went to I marred express to get fast service. I was told due to the progressive lenses it may take up to 10 days. It was definitely 10 days if not longer before I received them. 2 weeks after I got my one pair of lenses that included transition and anti scratch guard for a total of $336, I somehow already had scratches on the lenses. Luckly I took them back to get replaced and didn't have to pay the astronomical fee because I was within the 30 days. I again waited about 7 days this time to get the lenses in period I was called to go and take my frame in to get the lenses replaced. I waited for 20 minutes to be seen. Then was told it would take 45 minutes for the lenses to get fitted into my frames. I could not wait at the time period I have been going back-and-forth now for weeks trying to get my glasses corrected. I was planning on getting them today and they still are not done. I will never again do business with eye mart express.

I purchased a pair of glasses from eyemart express last year. They needed to be adjusted frequently but who has time to keep going there. Well today they completely broke. I called them and it seems that my warranty just ran out, but when I told them that the stem fell off I was told to bring them in they could be fixed. I took them to the store and was told that they couldn't be fixed that I should try some gorilla glue (which didn't work). And that the frame that I have has been discontinued. No further assistance. So now I'm out of over $100 for a plain pair of glasses with no tint or scratch resistance.

Eye mart express location on 1604 north and 281 in San antonio made my glasses. I been having problem ever since. I have been going back there several times still my glasses is not wright. I have to go back have them to adjust . so it is putting big mark on my sides of my face.
One of the male tech, bold head, needs to get little training as a tech, so he can understand how the eye glasses should be on different faces. So customer don't. Have to go back several time.
I will never let this location makes my glasses again.

I visited Eye Mart express today. The glassses tech after I told her my eyes were just dilated and I had just minutes to pick out glasses before I could not see argued with me about accepting my insurance and made me wait while she checked. Needless to say I could not see to pick out my glasses and as I told her my insurance was accepted. After another 4 hours with the help of my daughter, I picked out glasses, was measured for new glasses, and paid for the two pair of glasses. At the very end of a trying experience, I was told I was not eligible to receive the second pair because I have "government insurance" . My insurance is Aarp/Medicare Insurance. I will definitely let all my retired and disabled friends on Facebook know because they are on Medicare they are not eligible for Eye Mart Specials

I went to Eye Express about a year ago for new glasses had to take eye exam 3 * also glasses were not right the glass hat imperfections in it and now I still have problems with my eyes I would never go back someone please call me about this problem I am having thank you. I have been to Eye Express several times to try and clear up my problem with no success.

ON Saturday Dec. 30, 2017

Today I went to one of your stores in Winston Salem, North Carolina. One month earlier my husband got the two for 77.00 progressive lenses special. He had a good experience and I told my daughter about it and mentioned that I need glasses and I have to wait to save up the money. For Christmas my daughter sent me a gift card to cover the glasses and an eye exam at a discount eye clinic across the street at the Target store (this store had no eye exams). So, I happily walked in the door of the Eyemart Express in Winston Salem off of Hane's Mall Blvd. The only 3 employee's of that store available were the rudest people I have ever dealt with when making a purchase. To start off, girl#1 made me fully aware that people with eye care insurance were mobbing eye care centers all over trying to get their benefits before the 12/31/2017 deadline and this store was no different. The store was packed with customers, no seats left, and several people standing. Luckily my husband and I had walkers with seats. Still I had to understood the influx. The store had a total of only two employees to work the floor, one to work the front counter, and the total of 3 employees were at no point all on the floor at the same time. The company should have been prepared for this and in this store they were not. I walked to the counter and was promptly scolded by the girl#1 working the counter to "sign in and wait my turn in order for my experience to go well". Then she said we're really busy today as you can see and signing in is the only way to make it fair to all customers no matter if they picked up or were purchasing or whatever, everyone had to wait their turn. Wow! I didn't even question as to why I had to sign in I just knew to sign in. Okay girl #1 was rude, but I told myself they are busy, way understaffed, but busy just the same. I heard the girl #2 employee tell a customer when she was called up for her turn, "you haven't picked out your frames yet? Go pick out your frames because there is a lot of people waiting longer now". Ok, really rude~ I think to myself. So, I would not be embarrassed, I too went to pick out my frames. (the two for 76 dollar special for two transitional eye glasses). NO one helped me at all like was advertised to help me find frames. Two different people were called before me and who also came in after us, so I went up to front counter and saw the two names under mine were crossed out. At the same time the #1 girl came out of the back and again said sign in to make it fair to the others who were waiting. I told her I already signed in and I told her that I noticed the customers after my name were called and waited on. She rudely said, well they needed other services. Wow! I said to myself in disbelief, that is not what she told me in the beginning, that it didn't matter the service all had to wait and that the names were called in order. So any ways, what I found was about 6 different frames out of a total of about 24 pairs-which were mostly repeats! I could only choose the frames for 19.97. If there were sufficient enough choices, I couldn't care less about the 19.97 frames, but there wasn't any choices to speak of. That was a big deal to me that I literally just had 6 choices in the 19.97 section?
You advertise that: Additional services or upgrades may change price of offer. Again, no big deal, it will be a little more costly, but still a great bargain. Again, only 6 frames to choose from, of which I found only 1 frame that was of a square shape and the best for my age and round face, the rest were rounded, tortoise shell, and bright red, which I dislike, and only to discover that the one frame I liked in the 19.97 drawer was for 29.97 and there were about 4 frames with prices of 29.97 and up in that section/draw, so really only 15 pairs now to choose from with a lot of repeat frame and color types, in which led to only 5 actual frames to choose from. (Please keep in mind: I really need these glasses and I am sorry but I have no other recourse, I can't see with my current glasses, don't have insurance except for Medicaid because I am disabled, and your company offers this great deal to provide their customers with affordable eye wear and my daughter sent me a gift card so I can get glasses at your company store, and an eye exam at a eye clinic at Target store across the street) So, I figured I would make it easy and offer my pair of frames I that came in with as one of my frames and since the only 1 pair I liked was 29.97, I figured it would be a good fair deal and work well for all, even though the store would be richer by 1 frame and I would pay the additional 10.00 for the one frame that I liked. (girl#2)-No, she hastily said, "there wasn't any way to ring it up that way and she can't give the 10.00 upgrade because that wasn't the deal and there are no buttons on register for an upgrade of any kind". I asked her I don't understand why? The worker said because we don't do that and if I could not find two frames she couldn't help me. I asked if I could choose two 29.97 frames for the 76 dollar special and I will pay the 20.00 difference. She flat out said NO! raising her voice yet again. "there are no upgrades of any kind". So, I said that's not what any online or T. V. adds state. It states there are upgrades for an additional price. Again, I calmly asked her to explain why she couldn't. (Mind you: I never got angry nor did I ever raise my voice). She said, "There isn't a way to ring up just one frame". I said but you can still charge me the 76.00 deal price, ring it up as two, and only give me 1 frame for 29.97 and use my frame to make the two pairs. Your employee became indignant and said "no that was theft by deceit" I was thinking to myself, theft? I wasn't stealing anything, I was technically giving back to store one of the two frames. I said how's that deceitful and theft at that? please explain because I don't understand. She gave me no answer and literally sat there and stared at me without saying a word for a couple of minutes. I tried to break the cold angry stare and asked if I could speak to someone else or a manager. She angrily said, "no, you could speak to me". She rushed to get up without a word, walked away from me and went into the back room. My husband and I sat there dumbfounded and agreed amongst each other that she was rude, but I held my composure. She comes back uttered words under her breath and said "well I am going to get in a lot of trouble but I will do it. I said sorry I am not trying to cause any problems, It's important to me to get these glasses to see. she measured my pupils I guess? and made markings on both, but my face is naturally uneven and the glasses were sitting lopsided on my face, I was trying to even them out, but she just readjusted the frames back the way she had it. I figure then that the lopsidedness probably doesn't matter (hope that's the case) and at this point I was really afraid to make her more angry, so I sat there and said nothing. I again tried to apologize and she said never mind I'll do it and get fired. She extended her hand without saying anything and I handed her my credit card, she went up to the front counter in a huff and then walked into the back room with the only male employee (he makes the third employee) she had grabbed his arm as she led him into back room, where I heard her raise her voice saying something loudly, and they both came out laughing and he was shaking his head and looking straight at my husband and I, say's"well we'll just have to do it I guess and I'll stick up for you so you don't get in trouble or fired"obviously speaking loudly so to make sure we hear them. Really? Is this how I am supposed to be treated by your employees? To say the least, I was embarrassed by girl#2mostly, I was treated very rudely and unprofessional to say the least by her, the male #3 employee, and the girl#1 behind the front counter from the start of this negative experience. To top off the experience, girl#2 says my glasses won't be done until Tuesday due to unexpected crowds of people coming in to get glasses and no exception will be made. I certainly did not want to further agitate her, I said okay no problem.
I hope and pray to god, that my glasses are made right and they don't"accidently lose them" and make me go through all of this all over again! I left with a very embarrassed, disappointed, and an uneasy feeling. I would like an apology and an assurance that should anything happen to the two sets of glasses or they are wrong in any way, that I get a full refund by which I would then like to pick out two frames that would suit my face and age appropriately regardless if they are 19.97 or not. (and I am not talking about the most expensive frames) that same day, so I will walk out of your store made whole that same day. Six different frames out of the thousands of frames you advertise is definitely not a good way to run a business or a way to treat your customers either.
Thank you,
Flo Crowley

I would like to complain about how this store is ran. The manager treats her employees awful. On top of that I have had a few employees named Penny and Jenny from this store who had been very rude, walked away from and honestly went outside to smoke and talk on there phone. They have pushed me to someone else. I will never come back to this store unless some management changes and neither will my friends or family who spend a lot in there. Things are not good at this store and I've shopped there for years with no issues till now.

When I was shopping for glasses Oct. 19, I was told that I could not use the frames I wanted most because the clerk used her thumb as a measurement showing they were too big. She said they would be unable to cut the lenses for the those glasses. Therefore, I selected another frame which the clerk said would work OK, so I went ahead and ordered glasses with those frames. However, since having them at home for a few days, I wished I would have not purchased them, because I really was not happy with those frames.
My husband bought glasses at your store a few months ago. When we did a thumb test on those, his frames were also too big! However, his glasses are working fine.

Exactly two weeks ago tomorrow I went to Eyemart and spent 400 on glasses. They told me it would be 15 minutes to put the lenses in the frames. My husband and I went to eat across the street and they texted me my glasses were ready. We go back, and the employees are acting really strange and sketchy when they see me. They avoided us until one had the courage to tell us that they snapped my frames in half while adjusting them. They awkwardly told me oh well. They told me they would order the same frames that day and they would be in in a few days. 10 days later, after we called twice and asked the status to be told nothing, we decide to go back into the store as it is much more difficult to be dismissed in person. We go in and the employees already know who I am. She finally actually looks up the order instead of telling us to wait and told us the frames were ordered 3 days after they told me they would order them and that they are taking a strangely long time to arrive. Then of course, she just sends me home with they same old oh we'll let you know when they come. Two weeks so far without my glasses with my new prescription and no way of knowing if they ever will come. I start a new job working with classified military equipment in a few days. I have to drive in this new city and start this new job without being able to see correctly. It is too late to get a refund and buy glasses elsewhere in time for work so I'm either stuck waiting on them or waiting on a refund on top of the wait for new glasses elsewhere. Never again.

I have been going here for over 10 years.This will be the last time.I was told that with my insurance my second pair would be over 90dollars.How can you say they are free?I do understand that the tinting is extra but not 90$.I will be going to Walmart from now on where they give you pricing and deals.The sales associates were all in a hurry and not really helpful at all.This is the Wilmington nc. store.My family and friends will not go back after this.

09/30/2017
EyeMart Express
635 I55 North
Jackson, MS 39213

Received coupons attached for either "any frame for $49.99" or "30% off of any purchase of $100 or more." I purchased frames @ $49.99 and lenses for A$89.95 for a total sale of $139.90 and was told my purchase did not qualify for either of the coupons as I would have to purchase 2 pairs of glasses to get the discount. Clerk told me that with the coupon, I could pick any pair of $39.99 frames for a 2nd pair and it would only cost $10. We picked out a send pair of frames and then, again, at checkout were told the coupons did not apply - apparently all $39.99 frames are not eligible. Appears nothing we were told and nothing printed on your coupons turned out to be true. Please advise as to why the "30% off of any purchase of $100 or more coupon was not honored. There are no exclusions in the advertising mailed to my home.