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My Eyelab Store #7001

1765 N Town East Blvd Suite 112, Mesquite, Texas, United States, 75150-4172

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Reviews Optician, Retail Optical Goods My Eyelab Store #7001

My Eyelab Store #7001 Reviews (%countItem)

I visited the Myeyelab in Mesquite Texas on 12/30/2019. Choosing glasses was an issue the inventory was sparse. They had empty displays all over the store, I chose two pair from what I had to choose from. The worker that was assisting me , He told me the glasses I purchased would be ready in two weeks at the most. I received a call that my glasses were there in 3 weeks. I went to pick them up and there was only one pair to pick up. He handed them to them and said there ya go. I was like do I need to check them or anything and he said you are good to go. Well I wasn't good to go. The prescription is right. I called them and asked about my other pair and was informed they are on their way and I told them the prescription wasn't right. They said we could discuss that when the other glasses come in.I never received a call about the other glasses. I called multiple times and was told that they were gonna be there in 4-6 days.I called again and was told every excuse there was, He tried to tell me I didn't order them until 1/14/2020.I told him no, I have been in there one time and it was on 12/30/2019.He then said hold on a second, he came back and said they should be there.I said well they aren't so where are they? He then told me there was a problem at the lab and they were backed up, And Once again they will be there 4-6 days. I have been told four different times that the manager would call me and I have yet to hear from him. I tried to send an email to the customer service email and the email does not work. I called someone at the customer service number and he told me he would get back to me in 24-48 hours well that didn't happen. I called customer service back today and asked for a refund because at this point I have lost hope. He told me that the store in Mesquite is a franchise and they can't refund me the money and I would have to speak with the manager.The same manager that wont call me back.I just want a refund at this point.
Product_Or_Service: glasses
Order_Number: 3913903

Desired Outcome

Refund At this point I would like to receive my money back. I would like to go to a reputable company that will give me a product for my money. I will return the one pair of glasses already received and just simply go somewhere else. This has been the worst retail experience ever.

I purchased a pair of new glasses and I returned my last years safety glasses to have old lens replaced with new ones back on Dec. 31, 2019. I received my new glasses within a week from that date, but I have not received or heard any news about my safety glasses that are in for lenses rlacement.
The store manager " Jose Candanosa" gives me one update. Jose Candanosa informs me that someone at the lab had told him that " The delay is because their was a break". The manager never specified what this means. I called yet again this morning, Jan. 27,2020 and talked to Jose Cadanosa per a phone call, I asked him " where are my glasses'" yet again and he asked me if he could call me back in 5 minutes so that he can make a call to the lab. I have been waiting for a return call for over 2 hours now. I don't understand why it would take a month to replace the lenses with new ones. I paid good money to have the lenses replaced with premium lenses and the lack of communication that I'm getting is unacceptable.
Product_Or_Service: 12/31/2019
Order_Number: 855.227.7597
Account_Number: 855.227.7597

Desired Outcome

Other (requires explanation) I would like for them to finish the job and refund 50% of the cost of the replacement lenses

I went in to My Eyelab on 11/16/2018 needing new glasses and I was promised glasses in 7 days, however, the following week was Thanksgiving and the glasses did not come in on 11/23/2018. I called on Monday, 11/26 and I was told (by the automated system) my glasses were still being processed. I called on Wed. 11/28 and again, told my glasses were still being processed. I called on 11/29 and spoke with Raul, the manager, who told me "I will call you back". He never did. On Friday, 11/30, I spoke to Raul and he told me they would be ready on 12/3. I called on 12/3 and spoke with Mariam, who told me there was a note on the account "for review". She said she would have to have Raul call me back, I told her if no one calls me back by 4pm, that I would call again. 4pm rolled around and again, no phone call back. So I called. I spoke to Raul and he tells me that the glasses would not be ready until 12/7 and offered me "free sunglasses" and that he would call me back to get the appointment set up so I could get the free sunglasses. He never called me back. On Friday, 12/7, I called Raul and he said "he reached out to corporate but because my prescription was too high that it was taking longer than expected." On Saturday 12/8, I received a call from Raul and he had left a message stating that my glasses broke in some process and that I would get them by 12/14 (Which is now 4 weeks from the time I paid and ordered them). I called him back and told him just to cancel the order and refund my money. He then tells me that he "can't do that without the owners approval" and I asked him to have the owner call me. He said he OR the owner would call by business close on 12/8. No one did. I called him the morning of 12/10, and now he tells me my glasses will NOT be ready by Friday 12/14. I again asked him to refund my money and cancel my order. He said he would talk with the owner and call me back.
Product_Or_Service: Glasses

Desired Outcome

Refund It is going on 4 weeks from the time I went in and paid in full for my glasses and I have not received them. I am beyond frustrated and disappointed with the customer service from My Eyelab. All I am asking for is a complete refund of $227.00 so I can go somewhere else.

My Eyelab Store #7001 Response • Dec 21, 2018

Hello,

The patient was refunded the full amount of $227.00 on 12/13/2018 at 5:37:11 PM, upon her request.

We do apologize for not being able to meet her requirements , however rarely it does happen that lab orders get delayed during production of customized eyeglasses, this does happen less than 1% of the time , as we tried to explain it to the patient the patient was not willing to understand and we fully co-operated with her to refund all the money.

We do hope that the patient comes back and gives us a chance to meet her expectations.

Thank you.

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Address: 1765 N Town East Blvd Suite 112, Mesquite, Texas, United States, 75150-4172

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