Eyecare Express

My service was horrible ! I never thought such bad service was possibleThey told us they were going to call us when my contacts were in but they never did I had to call myself for about a month and a half! Every time I called they will Make excuses and they will make me wait for more than mins waiting for someone to care enough to help meI had to explain myself to every person who answer!! All I wanted was my contacts was that to hard to ask?!?! I paid for them!! They say they were going to be ready in a week or two which turn into more than a month! Rediculous!!!!!! Never coming back here is not worth it !

They refused to cancel my order or refund my money despite my requesting this before I got my glasses and within minutes of placing the order They did not measure pd so my script is incomplete I believe the prescription is wrong The doctors equipment broke amd she ran out of dialating eye drops

Initial Business Response /* (1000, 16, 2017/12/01) */
To whom it may concern,
My name is *** and I am the manager of EyeCare Express and I have tried to help *** *** out the best I canHe originally came in 8/18/and got a pair of safety glasses and a pair of regular glassesWe
must order all safety frames and always quote 10-business days on them to come in plus a few extra days to get the lenses made, he also got anti reflective on this pair that takes some extra times as well and as far as he other pair he did purchase the anti-reflective coating and that we also must send out for and we quote 7-business days for those ordersWhen we called him, and let him know his regular glasses were done he came and picked them up and he noticed the frame was starting to peel a little and I told him we can gladly pick out a new pair but he wanted the same pair, so I had to order them and get a new pair from our supplierWhen that new frame came in it was actually slightly different lens size, so we had to end up cutting brand new lenses as well which took 7-business days since they needed to get the anti-reflective on them again, but he was notified of thisWe never charged him for any restyle or any new lenses and we actually ended up giving him a $refund for his troubles on 9/01/with everything going on even though we do have a no refund policy since this is a medical facility and we make custom devices that are made specifically for each personMr*** has raised his voice and made many uncalled for rude comments to me and my employees and I have tried to explain to him we have a no refund policy and explain why and apologize that his glasses were taking a little longer and he was not willing to listen to it I also gave him the number to my higher up, and as I stated before I was able to give him $back for his troublesHis glasses took a little longer then because we had to reorder one and wait for it to come from the supplier as well as wait for the safety frame come inHe paid $total he paid $on 8/18/and $again on 9/01/but after his refund he only paid $for everythingMr***'s glasses are all done and ready to be picked up any time we are here Monday-Saturday 9am-7pmI have attached his detailed receipt as well as credit card receipt and a copy of the paper we have on the back of all our computersIf you have more questions please call me any time we are open at XXX-XXX-XXXX and I will gladly answer them again my name is ***, I have tried all I can to help this gentleman out and he can pick up his glasses any time
He did get some discounts as well:
Anti-Reflective is usually $per pair and he only pair $total for pairs
Warranty is usually $per paid and he only paid $total for pairs
Initial Consumer Rebuttal /* (2000, 18, 2017/12/01) */
(The consumer indicated he/she ACCEPTED the response from the business.)

On Wed March 4th at 5:15pm, my daughter and I went into your facility on Ireland in South Bend, never ever have I encountered such rude, disrespectful, mean and obscene behavior My daughter has received her glasses and eye exams from Eye Care Express for the last four consecutive years, we have worked with several of your opticians & everyone has always, always been very pleasant The gentleman that "worked" with us in picking out frames disappeared several times, not once did he ask if we needed any help or assistance, he went out for a "smoke" break, not sure where else he decided to go during our visit, however, he was not helpful at all Upon picking the two lenses, the buy one get one free ($109) of my daughters choice (and granted she is nine, so it took a tad bit longer for her to pick out frames) We had to find him once we had the frames in hand The service and experience was unbelievable, we handed the gentlemen, (who by the way refused to give his name upon me asking several times) the frames, he walked away to "check" on whether or not the lenses were available, more time waiting on his return Another optician had to ask if we needed help....WOW!!! He reappeared at the front desk, now, here's the biggest problem EVER, he handed be a printout of the "cost" of the frames, I looked at the printout and stated, whoa, I've never paid over a hundred and twenty dollars for her frames, this something different, has prices gone up? He literally yelled at me!! NO!!, I gave you a discount for the frames $99, what are you complaining about!? I was startled, my daughter was standing here looking at me like, what in the world and the two older ladies standing beside me at the register I honestly, did not have a problem paying the $200, my daughter needs glasses and she loves your jelly bean frames My response was, I'm asking if they prices have changed, this is a bit more than what I have paid here before He goes on, "oh you think you're going to receive a hand out" and he's yelling at me, he's turning red, I walk away to find someone else to help me, he's following behind me, still yelling saying "that's why "some" manager was fired because people like me" and "I am no longer welcomed back to his place of business" "leave, leave now, I do not want you here" "you are nothing, nothing you hear me nothing" he takes my receipt for my daughters glasses and balls is up Me, I am stunned, I have never in my life encountered such unprofessionalism, I am a manager at the *** *** *** and my employees know what good customer service is all about I had to go in the room with your Optician and close her door, she was just as stunned as I that your employee would behave in such a manner She offered me ***'s number to speak with him this morning I am out done and literally disgusted with such a disgrace for customer service and the ability to remain calm in every situation He was extremely rude and the worse part, once I came out the room with your Optician he was in the corner laughing saying "and I'll still be here when you're done complaining" with his coworkers This is unbelievable!! I will never ever allow my employees to behave in such a manner to any customer I have talked very highly about your business to neighbors, employees, friends, family and believe me - I will voice this all the way to the top until I feel this has been resolved in an appropriate manner

My service was horrible ! I never thought such bad service was possible. They told us they were going to call us when my contacts were in but they never did I had to call myself for about a month and a half! Every time I called they will
Make excuses and they will make me wait for more than 20 mins waiting for someone to care enough to help me. I had to explain myself to every person who answer!! All I wanted was my contacts was that to hard to ask?!?! I paid for them!! They say they were going to be ready in a week or two which turn into more than a month! Rediculous!!!!!! Never coming back here is not worth it !

This business is the most unprofessional place I have ever been in. They have a lab manager who is abusive to his workers and has no training. You can hear loud music with profane lyrics coming from their lab a lot of the time. They tell you that you have a warranty but in reality you do not. They just say what they have to in order to get you to buy and then they are horrible afterwards. If you cannot see out of your new prescription lenses they blame you for it. They have a "blame the patient mentality".