Eyemart Express

Hello! Thank you for allowing us the opportunity to resolve the attached complaintI have reached out to the [redacted] and he stated that he did call the customer last week after the Home Office customer service contacted him with the complaintNo one answered and a voicemail was leftThe customer has yet returned his call The [redacted] did re-order the lenses and left a note stating that the customer needs to be called again and before we cut the lenses to his frame, new measurements need to be takenPlease advise the customer to contact the store at ###-###-#### and ask for either Troy or ScottRespectfully, Mary, Eyemart Express Customer Care

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Regards, [redacted]

Initial Business Response / [redacted] (1000, 21, 2015/10/05) */ We will refund his money but I will need him to return the glasses and we will process the refund Initial Consumer Rebuttal / [redacted] (3000, 23, 2015/10/09) */ (The consumer indicated he/she DID NOT accept the response from the business.) if they pay cash the same day im not going to wait on my money cause they wouldnot wait til I got my glasses so I want paid back the same way Final Business Response / [redacted] (4000, 26, 2015/10/12) */ When the original payment was with cash we normally do the refund with an head office check which the head office sends to the customer after the return is processed in the storeI can process the refund and also refund the original funds on a credit card or debit card but many times we have little cash in the store and unable to return the funds with cash Final Consumer Response / [redacted] (4200, 28, 2015/10/13) */ (The consumer indicated he/she DID NOT accept the response from the business.) I paid with cash except so yall collect cash all day long am nd that's what I want cash

Initial Business Response / [redacted] (1000, 5, 2016/01/18) */ Thank you for contacting usI have looked into the situation and can assure you that everything was taken care of as promisedWe sent a check in the amount of $to his insurance company and they cashed the check on 1-8-I have also reviewed the recordings of Virginia phone calls with the customer and can assure you that no profanity our racial comments were used; it was handled in a professional wayAt this point, we have done everything on our end to assure the mistake was correctedI do have all the paperwork if neededPlease let me know if there is anything else I can do to be of his assistance Initial Consumer Rebuttal / [redacted] (2000, 7, 2016/01/28) */ Final Business Response / [redacted] (4000, 15, 2016/02/02) */ ***Document Attached [redacted] As stated in my first response, Eyemart Express LLC has taken the correct actions and refunded Mr [redacted] 's insurance companyI have attached the check request and also a copy of our bank statement showing the check in the amount of $was deposited into their account on 1/8/Again, we have done everything requested and the next step of action needs to be with the insurance company Respectfully, Mary [redacted] Eyemart Express Home Office 20/Express Home Office Customer Experience Manager XXXXX [redacted] XXXXX P: (XXX) XXX-XXXX F: (XXX) XXX-XXXX [redacted] @eyemartexpress.com

My glasses came in went in to get themPut them on and I couldn't see out of them my vision was blurry...They said it was because I couldn't get used to having progressive lensesSo they made me a single line bifocal to replace themThey let me keep the first pair so I brought the progressive lens glasses to my eye doctor and she said I couldn't see out of them because the prescription they put in them was not the Rx they had given me Went back to the store the manager, *** *., he checked the lenses and said they were rightThen I told him I went to two places to have the RX read off the progressive lens glasses and each one said the RX was wrong He reimbursed me for not getting the anti reflective coating which I did not get on the 2nd pairI said he should reimburse my insurance company for the upgrades I did not receive like progressive lenses which cost $more than the lenses I finally gotHe refusedAfter he checked the RX He also refused to give me back the first set of glasses which he originally said I could keep I am sure because he knew the prescription was wrongThey were going to have me leave the store wearing glasses with a wrong RX until I complainedThis would have been dangerous for me and others on the road since I couldn't see well enough to drive with them onNow I have a pair of glasses with a line which is not what I wantThey are liars and can't be trustedThis was the store in Winston Salem on Creekshire Court

Thank you for contacting Eyemart ExpressWe apologize the lenses are not holding up and will take care of this issueI have contacted the general manager and she is going to call the customer right awayWe will get her taken care of with no expense to the customer
Please let me know if
there is anything else we can do to assist you
*** *** *** * *** *** ***
*** *** *** * *** *** * *** *** ** ***
***

My apologies for not accepting or rejecting the offer that the company offered. I am willing to accept the offer however, I am still awaiting completion of the offer. They claimed that they had tried to contact me and left and voice mail. Per my charter listing of incoming phone calls there is no listing from Eye Mart Express. They claimed that they ordered the lenses right away. We were called on Friday Oct saying that they came in that day. You might agree that is a long time for them to have to get the lenses in. We will be going there on Friday the 2th of Oct to have the lenses ground in house. I am hoping that they will still fulfill their obligations now that you have closed the complaint

Thank you for contacting me in regards to your experienceWe apologize for any inconvenience and frustration you have encounteredI am loading another gift card in the amount of $to cover the eye examI will put it in the mail via fed ex and mail it to the address you providedAfter you
receive your gift card, you can contact the store and make the appointment for the eye examPlease let me know if there is anything else I can assist you with

Initial Business Response /* (1000, 5, 2015/10/16) */
I want to resolve this complaint so let me start by saying I have called Ms*** and left a detailed message inviting her to call or come back into the store so that we can address this situation but, I have not yet heard from herTo address
her complaint about our advertisement, she said that our ad on TV is "Buy One Get One Free", we do not have this offerA lot of people get us confused with EyeMasters (now VisionWorks) which does have this offer and is a completely different companyWe do offer some two pair specials on TV, the most recent was a two pair complete with bifocals for $With this special the restrictions are that you choose $frames and you have the opportunity to upgrade frames and/or lenses if you chooseWe also offer free frame adjustments for anyone that walks in, even if they bought elsewhereSometimes, because we offer this service, we are very busy and we need to utilize a sign-in-sheetIn going by this sign in method we feel this is the only diplomatic and fair way of taking care of customers quicklyMs*** knew of this sign-in-sheet because she signed in the day in questionAll of our associates, including myself, were with a customer when she came inThe associate she said ignored her was with the same customer from before Mrs ***'s arrival and I was dispensing eyeglasses to a customer near where Ms*** walked in and signedShe was then told that someone would be with her shortlyMs*** only waited a couple of minutes before she decided to leave stating "I will be calling the Revdex.com" to one of the associate as she passedI can assure you that no one "laughed in her face" nor dismissed herI hate to have anyone wait to be helped but, when others had came in before her, I have to take people in turnI hope to get this issue resolved in the most equitable way
Mike Kemery
General Manager, Store
Initial Consumer Rebuttal /* (3000, 9, 2015/10/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
How does *** know what his associate did? He was in the back, and not on the floorI don't want a one on one fight with a person that needs an attitude adjustmentThis associate wants a confrontationThe day I was ignored, the customers this associate in question was helping, were not on the signup sheetIf so, those customers were put on the sign up sheet after they were helpedBecause the associate was meeting them at the door while I was waiting
I had these glasses rechecked by my MDs officeRecap, I had two prescriptionsThe second prescription was for computer glassesThe computer glass prescription was never madeI saw *** at Eyemart yesterday, 10/21/Eyemart had to send two pair back to the labSo, I don't want this Revdex.com claim closed out until I get the lab work back, and rechecked by my MDs officeAlso, I need a week or so wearing glasses to make sure these frames will hold their shapeThank you for your prompt assistance in this matter

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

Initial Business Response /* (1000, 21, 2015/10/05) */
We will refund his money but I will need him to return the glasses and we will process the refund.
Initial Consumer Rebuttal /* (3000, 23, 2015/10/09) */
(The consumer indicated he/she DID NOT accept the response from the business.)
if...

they pay cash the same day im not going to wait on my money cause they wouldnot wait til I got my glasses so I want paid back the same way
Final Business Response /* (4000, 26, 2015/10/12) */
When the original payment was with cash we normally do the refund with an head office check which the head office sends to the customer after the return is processed in the store. I can process the refund and also refund the original funds on a credit card or debit card but many times we have little cash in the store and unable to return the funds with cash.
Final Consumer Response /* (4200, 28, 2015/10/13) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I paid with cash except 84.00 so yall collect cash all day long am
nd that's what I want cash

Initial Business Response /* (1000, 5, 2016/01/18) */
Thank you for contacting us. I have looked into the situation and can assure you that everything was taken care of as promised. We sent a check in the amount of $128.61 to his insurance company and they cashed the check on 1-8-2016. I have also...

reviewed the recordings of Virginia phone calls with the customer and can assure you that no profanity our racial comments were used; it was handled in a professional way. At this point, we have done everything on our end to assure the mistake was corrected. I do have all the paperwork if needed. Please let me know if there is anything else I can do to be of his assistance.
Initial Consumer Rebuttal /* (2000, 7, 2016/01/28) */
Final Business Response /* (4000, 15, 2016/02/02) */
[redacted]Document Attached[redacted]
As stated in my first response, Eyemart Express LLC has taken the correct actions and refunded Mr. [redacted]'s insurance company. I have attached the check request and also a copy of our bank statement showing the check in the amount of $128.61 was deposited into their account on 1/8/2016. Again, we have done everything requested and the next step of action needs to be with the insurance company.
Respectfully,
Mary [redacted]
Eyemart Express Home Office
20/20 Express Home Office
Customer Experience Manager
XXXXX [redacted]
[redacted] XXXXX
P: (XXX) XXX-XXXX
F: (XXX) XXX-XXXX
[redacted]@eyemartexpress.com

Hello! Thank you for allowing us the opportunity to resolve the attached complaint. I have reached out to the [redacted] and he stated that he did call the customer last week after the Home Office customer service contacted him with the complaint. No one answered and a voicemail was left. The...

customer  has yet returned his call.  The [redacted] did re-order the lenses and left a note stating that the customer needs to be called again and before we cut the lenses to his frame, new measurements need to be taken. Please advise the customer to contact the store at ###-###-#### and ask for either Troy or Scott. Respectfully, Mary, Eyemart Express Customer Care

Review: The Eyemart Express in Appleton is about 35 miles from where I live, but I needed new glasses in a hurry because of a vacation so I was going to try them. I arrived on a Friday night at about 5:00 to order them. After waiting an hour I was seen by a tech and ordered my glasses. I was informed that they would not be done that night, even though they advertise "in about an hour". They would be done the next day at noon. I would not be able to come back the next day, but told them I would be there on Monday at 4:00. Again I had about a 1/2 wait. When I was able to see someone, they gave me my glasses, but had made the frames from my regular glasses my sunglasses and the frams from my sunglasses the regular lenses. I came here for fast glasses but did not expect any mix up. I was never told that they were sorry for the mistake, but said that they would send them to me since I was out of town the next day. After not receiving them by Thursday, I called and when asked where they were, someone one found them in a cupboard....they said that the lenses were switched, but never mailed out. I was never told that they were sorry for the mixup or delay. They said that they would again mail them out and it is now Monday and I am still waiting for them. I called an 800 number to file a complaint last Thursday and was told that a Manager would be calling me. No one has called. And I do not have any glasses. Not only is this false advertising in my opinion this is very poor Customer Service. I would not tell anyone to use this company.Desired Settlement: I would like a refund of at least one pair of glasses.

Business

Response:

To whom it may concern:

I have contacted the store manager and we discussed what happened regarding Ms. [redacted]

situation. We apologized for the errors and have addressed the situation. I personally apologize

for the inconvenience and reached out to Ms. [redacted]. We will be mailing a check to her for $50

as requested.

Let me know if there is anything else I can assist you with.

Respectfully,

Eyemart Express Home Office

DB Vision Home Office

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Review: This store is awful, and the company HQ are not much better. When I picked up my glasses I thought that they where two strong I asked and was told that I had to just get use to them. After a few days I still could not wear them for more than twenty mins. I took them back and they did another eye exam and adjusted the script. I ordered new glasses and after five different trips in to Madison I finally got them. When I took my mother to get hers I found out that I was lied to about what I bought and that the lenses that I had bought did cost more after I was told that they where the same price. After still having problems with my sight I had another apt at the VA where they checked my vision on two different occasions and found that the script that I was given by Eyemart was the wrong one. I sent an email to the company HQ where all I received was an email asking if I had talked to the manager of the store. I replied and sent a couple more and I have not gotten a reply in a month. After being in the store and listening to all of the problems that everyone was having I would NEVER recommend this company to anyone. I am stuck with two pairs of expensive glasses that I am unable to wear, and my mother has glasses that she paid for that she can not wear. This is a summery of what happed with this company unless you don't need your glasses anytime soon and want to deal with them for months Stay away!Desired Settlement: At this point I want my money back. I tired to resolve this issue with the company and at that time I would have taken a replacement but I am at the point that I want nothing to do with eyemart and just want my money back.

Business

Response:

Thank you for forwarding the complaint. I apologize our customer is not satisfied with ourproducts or service. As always, the customer is free to contact me directly to see what I can doto satisfy their needs. I am willing to help in anyway. If not, we will refund the customersmoney. Please refer them to see the manager at the location and she will process the refund.Again, my services are open and will be happy to help if I can. My customer’s satisfaction is firstpriority to me.[redacted]

Review: I first went into this location looking for gift cards,they scrambled through their unorganized drawers and couldn't locate them. They then said they'd have to order new ones because they were out and were not aware of that? I drove all the way to the west side to get a gift card then. While I was in the store before they couldn't find the cards I also specifically had them look up the person's name I was buying the gift card for and they found him in the system, I made sure he didn't need a new exam in which they confirmed it wasn't required so he'd be fine to buy new lenses. When he did go back to the store with the gift card I bought from the west side of madison they switched everything they told me and were telling him he was required to take a new exam! He insisted he needed the same prescription but the store wouldn't let him. He ended up leaving the store and I then called the store up myself. A male answered and I asked him why I was given false information when I came in to buy a gift card. He said he didn't know why he was told he couldn't get lenses and needed a new exam and I told the store he was just told that so why was I given the wrong information when I had you look his name up? He then literally hung the phone up on me! I was calm and had no reason to be treated so poorly! I called back and he immediately answered and said you need a new script. I said give me the manager right away. Manger gets on the phone only to disrespect me further and basically call me a liar saying I didnt come into their store for a gift card because they were out and she also hung up on me! I should've known from how unorganized they were to not do business with them. It's their mistake that he couldn't get lenses based on the incorrect information they gave me. I paid $50.00 on a gift card and I was misinformed. Totally unprofessional and disrespectful to a customer when they were in the wrong!Desired Settlement: I wish for his exam they are now requiring to be done to be free of charge to the person I bought the card for. They misinformed, they were wrong and they treated me just outright horrible. This is what's wrong with business today!

Business

Response:

Thank you for contacting me in regards to your experience. We apologize for any inconvenience and frustration you have encountered. I am loading another gift card in the amount of $50 to cover the eye exam. I will put it in the mail via fed ex and mail it to the address you provided. After you receive your gift card, you can contact the store and make the appointment for the eye exam. Please let me know if there is anything else I can assist you with.

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Regards,

My glasses came in went in to get them. Put them on and I couldn't see out of them my vision was blurry...They said it was because I couldn't get used to having progressive lenses. So they made me a single line bifocal to replace them. They let me keep the first pair so I brought the progressive lens glasses to my eye doctor and she said I couldn't see out of them because the prescription they put in them was not the Rx they had given me. Went back to the store the manager, [redacted]., he checked the lenses and said they were right. Then I told him I went to two places to have the RX read off the progressive lens glasses and each one said the RX was wrong. He reimbursed me for not getting the anti reflective coating which I did not get on the 2nd pair. I said he should reimburse my insurance company for the upgrades I did not receive like progressive lenses which cost $100 more than the lenses I finally got. He refused. After he checked the RX He also refused to give me back the first set of glasses which he originally said I could keep I am sure because he knew the prescription was wrong. They were going to have me leave the store wearing glasses with a wrong RX until I complained. This would have been dangerous for me and others on the road since I couldn't see well enough to drive with them on. Now I have a pair of glasses with a line which is not what I want. They are liars and can't be trusted. This was the store in Winston Salem on Creekshire Court.