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Diane of Louisville KY (03/10/08)
All I needed was some new lenses for my existing frames. Paid $188 just for lenses. They call me a week later and tell me they broke my frames. They actually tried to pass it off as my frames being cheap and brittle. They offer for me to come in and pick out a new pair but the ones I had were special ordered through another company. I wanted my original frames but they do not compensate for these types of situations. I didn't want to re-order my frames again and then have them break them again. So, I asked for a refund. It has been a month now and still no refund. I contacted the corporate office and they say 10 to 14 business days. Such a hassle dealing with this business, I recommend avoiding them completely!
Paul of Ooltewah TN (02/28/08)
This is the sorriest excuse for a company that I have dealt with. I took a pair of frames into Eyeglass World to have the lenses changed to my subscription. We were going on a cruise for our 25th wedding anniversary. This was 04/07. I was told that they would be back in time for me to have them on vacation. May, 07, I was told that they had lost my frames because they had sent them to FLA to have the lenses put in.
Went in there after vacation and was told that they had never found my frames and was told by Heather that I could pick out any pair of frames that I wanted. July of 07, Heather called me that they had found my frames in Knoxville, TN. She them told me that I could come in and they would remeasure my frames and send them off again. Sent them off again and in Sept. 07, I went in to pick up my frames and I couldn't even see out of them. In the meantime Eyeglass World had turned me over my collection for a pair of lenses that I had never received. I talked with Jessica in customer service and asked her what was going on. She was the most rude person that I have had to deal with. What has happened to customer service in this country? I had my lenses marked again and Heather flagged my frames and said that they were not going to remake my lenses again, but they wanted me to pay for a pair of lenses that I did not have. I still don't have my glasses and this is Feb. 08. What is the consumer supposed to do when you have managers that are brain dead about taking care of their customers?
I have a pair of titanium frames that Eyeglass World cannot fix. I have wasted a year of my time fooling with this sorry excuse for a concerned company that needs to shut its doors.
Nita of Phoenix AZ (02/25/08)
I went into the eyeglass world office today to get my eyes checked for contact lenses. when I walked in the door the receptionist was so nice and courteous. she advised they could get me in to see the doctor right away. the moment I walked into the doctors office he was rude. I have never in my life dealt with anyone this mean and hateful. through the whole exam he said rude things. he asked me if I would like my eyes dilated and I told him no I am driving and I have my children. his reponse was well if you can't see don't blame me. I sort of laughed it off. then my 4 year old child asks him what is your name? the doctor just ignored him and grabbed him by the arm and put him to the side. I wanted to walk out of that office so fast. the exam contiued with much of the same thing.then my 4 year dhild asked another question and the doctor snapped his fingers, my son was so scared he ran out of the office. I paid for my services and now I wonder if the exam was even done correctly. I will be filing a complaint with my insurance company as well. I had an option to buy contact lenses through eyeglass world but declined because of the rude service by the doctor. I will look to other avenues for my family's eyecare needs.
Regina of Lexington KY (12/04/07)
purchased glasses on 11/15/07 returned them on 11/19/07 it is now 12/04/07 have not recieved my refund on my debit card. each time i call we are processing it just 24 more hrs . another excuse given we dont process returns until the end of the month. called back we dont process returns until the beginning of the month. placed a call today 12/04/07 she was processing my return as we spoke! of course that is not true and i do not know when i will get my money back from this company .
the amount of the refund is 47.70 which is not the point i hust want my money returned to me i should be able to expect it in a reasonable amount of time
Su of Lake Worth FL (11/19/07)
On 9/13/07 I purchased 3 pairs of glasses during a buy 1 get 2 free special. All three pair were to be progressive glasses. The sunglasses are fine. The two other pairs, which are not sunglasses are not fine. I can see distance fine and reading is fine. The intermediate vision is blurry. I spend most of my days of the computer, which means I need the intermediate vision most of the time. I have been back to Eyeglass World at least once, sometimes twice a week since I purchased them complaining that I can't see the computer monitor. Each time my glasses were adjusted by their employees. Each time I could still not see the monitor. Most recently, on November 12, 2007 I went back to the store again. This time I said I either wanted them to make me new glasses or refund my money. After spending two hours at the store I was told there was nothing more they could do for me. They had adjusted my glasses and I SHOULD be able to see out of them. Well, I cannot. They will not refund my money because they say it has been more than 30 days. It's been more than 30 days because THEY are the ones who kept insisting it was just a matter of adjusting the glasses.
I spent over $600 on glasses I cannot wear. I need my money back to be able to go elsewhere and buy glasses that I can see out of.
Scott of Mobile AL (10/18/07)
I spent nearly $900.00 to purchase new contacts, fix the lenses on my current glasses and purchase two new pair of glasses because they had a deal. At this time I have still not received my contacts. The first order I received was incorrect because they were ordered incorrectly. The new lenses on my old frames were changed but had to be returned immediately because they were scratched. They fixed one lens but not the other and I have still not received my new glasses. Essentially I have spent $900 to get one lens fixed on an old pair of frames. The staff is absolutely the most rude and arrogant team of people I have ever met. I am still waiting on a call from the Manager or their corporate team for a resolution to this.
I have paid $900 for one lens on an old pair of glasses to be fixed. They do not return calls and tell you there isn't any way of checking on the progress of my order.
Raymond of Sarasota FL (09/19/07)
I purchased three pairs of glasses. One for reading, one for computer use and one with progressive lens. It took six weeks before I got them. They had not called me when ready. I also had gone in three times to see if they were ready. I have both caller ID and voice mail so I would know if they had called. I picked them up three days before I left for a one month vacation. The progressive lens glasses started popping their lens out three times on my trip. One time I had to pay $20 to have them repaired and a lens still popped out later. One lens was lost for two days but finally found on the floor on board the cruise ship. Both lens were scratched due to landing on concrete floors or being stepped on. I had to wear my prescription sun glasses at night so I could see. When I got back home I took them in to have the scratched lens replaced and get reimbursed for my cost to have them fixed. The manager said I would have to pay $86 (my share after their insurance paid them) to have new lens and they could not refund my cost in having them fixed. He said if I had contacted them within 30 days they could have taken care of it. I wasn't here, I was on vacation and certainly did not carry their number with me nor did I expect to have any problems. He implied that I may have mis-treated my glasses and therefore could not help me. How unreasonable can you be? My traveling companion witnessed the problem I was having with my glasses but the manager said that didn't matter to him (implying I was not telling the truth). These glasses have not been resolved, I'm still wearing them scratched.
My computer glasses were the wrong prescription and they are taking care of that problem at no charge, but I still have to wait up to another three weeks before they come back.
I am very dis-satisfied with the company. I'm a professional person and bend over backwards to help a client if there is a problem, even to the point of refunding their money to make them happy even though it wasn't my fault. Public relations is very important and they sure don't seem to care about that aspect.
Scratched lens, repair cost while away.
David of Augusta GA (09/14/07)
Ordered glasses supposed to be 1 day Its been two weeks then got glasses 1 pair wrong lenses in frames tired of dealing with them cannot drive without them so asked for refund .... it will be two weeks to get refund WHAT do i do in meantime time to shut them down and go to lenscrafters
I work outside I need my transitions the sun hurts my eyes this has caused me much distress and migrains because of my job specifics which is outside work
Daren of Bradenton FL (07/04/07)
Ordered a pair of prescription eyeglasses beginning of June 07 and said eyeglasses should arrive in 2 weeks - once they get your money - you are at their mercy. They were quick to take the money - but could never give me a valid reason why the eyeglasses took so long. All I kept hearing was should be here tomorrow - this went on for over two and a half weeks. No real answers... just excuses. Last time I deal with Eyeglass World. Manager(s) always too busy dealing with new clients or eyedoctors to field any calls - oh yes - and when they put you on hold - you might as well take a power nap. I am picking up my eyeglasses today - this ought to be interesting.
Mary of Spokane WA (05/23/07)
I was purchasing glasses and did not want 2 pairs so I was told I would get a discount. The gave me 1/2 off on frames but proceeded to sell me lenses and scratch resistant and tint which with discount my total came to $378. I was told glasses would be ready in a week. No glasses in week. No glasses in 2 week. Finally they checked and said frames had been broken and they did not have another pair in stock. A few days later they called and I picked up glasses. Frames were not what I picked out and tint was missing on glasses. So before I took them back I checked around with other stores and found the exact same pair with all the same stuff for $179. I proceeded to go back to Eyeglass World and get a refund which then became a major fight. I called my bank and they started a dispute on money and I am calling BBB. When I told the manager I was going to call the Better Business Bureau she said go ahead we do not belong to that. Well
that is obvious. So I then called the customer service people and it took an hour of arguing and them on phone with store before I finally got my money back. This company is really a buyer beware company. While in the process of getting the order 3 people kept chatting with me so I was not really paying attention to what I was being charged. When they rang the final charge with the so called discount I asked if this was pretty much the accepted amount for these lenses etc. I later found out it was not and they charged me for scratch resistant that comes with the lens. Not very nice!
I finally did get my refund. But until money is in bank I will not stop the dispute. I am going to report them to the Better Business Bureau
Linda of Whitwell TN (03/21/07)
This store sold me progressive lens prescription glasses and neglected to tell me I would have tunnel vision and be blind on every side. When I complained, they said to try them for a while and see if I adjusted to them. After a week I took them back and told them I couldn't drive with these glasses or I would get into a wreck. Not to mention, they made my eyes hurt.
They agreed to remake them with the cheaper lens. I ask about a refund of the difference of the cheaper lens and
the progressive lens. The clerk told me
they didn't give refunds because they had already made the more expensive lens that didn't work for me. So, here I am.......paying for the more expensive progressive lens and getting the cheaper lens. So much for their thirty day guarantee. The same thing happened to my daughter and her store in Colorado did give her a refund. Looks like I'm stuck paying for something I didn't get.
Sheree of Longwood, FL (8/4/05):
I purchased two pair of glasses on 4/15 from Eyeglass World. I had to return
to the store three times to get the correct lenses. The manager, who happens
to be the rudest manager I have ever encountered in my life, refused to give
me a credit for the glasses that I had purchased.
Daniel, another employee, finally straighten out the incorrect lens problem
and also committed to me that I would receive a $150.00 credit to my
account. Well, it is now three months later and my account has still not
been credited.
Cliff of Baker City OR (8/28/03):
7/28/03 ordered pair of regular glasses and a "free" pair of sunglasses. Was told that the sunglasses would need to be drilled so would take 5 days. 7/29/03 picked up the regular glasses in hopes that prior to leaving Denver the sunglasses would be ready. 8/3/03 stopped in to check on the sunglasses. Were not available. Was told that they would be shipped to my home address in Oregon within 5 days.
8/8/03 Had not received the glasses, called the Denver Office, and was told they would check and would call me back. 8/11/03 called again as I had not received a return call. Was told they would check and return my call. Did receive a message stating that they were in the mail. 8/16 called again and asked for the manager as I had still not recieved the glasses. He did eventually call me back and told me they were backordered and that he should be getting them on 8/19. I asked him to call me regardless and let me know the status.
8/20 called and was put on hold for 30 minutes. Finally hung up 8/27 called and asked for the manager concerning my glasses, and was told he would return my call ... not. 8/28 called and was told the manager would return my call ... not. 8/28 called customer service, who called the Denver store who also was put on hold for 20 minutes and then customer service was told that this manager was a "busy man" and he would check and call the customer (me) back. 8/28 customer service called the lab and is waiting for information and I in turn am waiting ... waiting ... waiting.
Jo-Ann of Punta Gorda FL (7/10/03):
We purchased 4 pairs of glasses (prescription sunglasses) 3 years ago -- 2 for my husband and 2 for me. Almost immediately after, my husband was having problems and wasn't comfortable with one pair of glasses. He had been back to have them corrected/adjusted several times with no avail. Then the store personnel told him they were sorry but they corrected them and there was nothing else they could do for him.
Finally we took the glasses back to our eye Doctor's office and they made new lenses which finally were correct. Well in the last week, I discovered that one of my lenses was becoming crackly which caused distortion looking out of it. I stopped at the Port Charlotte store and talked to the manager about my problem. Well, he informed me my glasses were out of warranty because they are only warranted for 1 year which we were not aware of. I told him that only one lens out of 3 became distorted and they must have been a problem with the processing of the plastic lens or coloring which sounds to be being a product problem. He then accused me of possibly spilling something on it, abusing them or who knows what I could have done with them in the past 3 years. But he could replace the lens for discount of $89.00. Well, at that cost I feel I'm actually paying regular price.
I know that when I purchase my reading glasses at my doctor's office which are approximately the same cost of one pair I bought from Eyeglass World they will repair them at no cost to me still and that's over 3 years.
I didn't realize that this is an ongoing problem with Eyeglass World. I only realized it when I wrote them about the conduct on the store manager and surfed the internet finding numerous problems with them.
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