Complain about a product or service

Sears Optical

Peter of Coral Springs, FL January 22, 2010

I've been along with my family a long time valued customer with Sear's for many years. I recently choose Sears for a new pair of eye glasses. My problem is I was told that the charge for my new glasses would be a total of 249.00, relative to the promotion you were offering, plus an additional fee if I choose an upgraded pair of frames. I in fact did choose an upgraded pair of frames and the charge came to 279.99.

Then I was charged an additional 49.00 (on my ARRP card) for the Doctor exam. I was under the immpression that the Doctor fee was all inclusive with the promotion. I needed the glasses and I felt at that time since the Doctor spent an hour with me I didn't want to create any problem with the additional Doctor fee. However, the presentation offered to me was that all service's were included for the fee of 249.00. I had no intention of sending this email until I picked up my glasses this morning.

The reason I'm somewhat perplexed is that I asked if a cleaning cloth came with my glasses, and I was told that I would have to buy one for 3.95. I think after spending over 300.00 for a pair of glasses Sears should certainly include a cleaning cloth with my order. I'm in the "people" business too, and I'm always looking to keep and secure a satisfied customer....WHY AREN'T YOU? I would appreciate a reply.

Karen of warwick, RI December 15, 2009

I purchased Ralph Lauren (Chaps) frames two years ago for my expensive progressive lenses. The finish came off the metal after one year. I didn't need a new prescription so I asked Sears to replace them with the same frame. I wasn't trying to pull a fast one here. No time. They charged me half price. I reluctantly paid it. Well, 8 months later, the same thing is happening. They refuse to make good at all. I have contacted corporate headquarters. Still waiting to hear from them. I even wrote Ralph Lauren. I'm sure he would not want his name on a product like this. I was willing to get the same frame again, because my prescription is still good and I don't want to spend the money just now on new lenses and frames. They want me to send in the frames to Luxxotica so they can see the problem. Like that makes sense...If I could do that, I wouldn't need glasses.

Russell of Altamonte Springs, FL December 10, 2009

I pruchased eyeglasses from this store only to have the arm or "temple" literally fell off 3 months later. The management refused to honor any type of warrantee or refund our money. I even took a photograph of the sign above their entry door that reads "Satisfaction Guaranteed or your money back" to which the manager replied "we can only refund purchases on equipment that is not broken".

It is not ethical and should be illegal for a company to sell a product they refuse to stand behind, especially when the product has health implications. This company should not be allowed to operate in any form of the health industry and I will ensure that none of the people I hold dear go anywhere near this company in the future. Shameful that our government would allow this to happen to the public. Loss of 200.00 and the ability to utilize a necessary component to my livelyhood (can't see)

leslie of dearborn hts, MI September 24, 2009

i wnet to sears optical to get eyes checked since i was having problems with my eyes. i was given an rx for new glasses and had nothing but problems with them from the get go. so, i went back to sears complaining about the same problem and was told its not my eyes, its the the glasses.

Joan of Grand Island, NY August 2, 2009

on april 25,2008 I purchased 2 pair of transition eye glasses-463.99. One of these was sunglasses. This included frames for both!! I was told at the time, I could not use my existing (good condition) frames as replacement down the road. I now have a permanent gouge on my left lens. I was advised recently upon inquiring with "Lisa" that not only do I have to replace the damaged lens, but the perfectly good right lens and the frames also need re-placing!!!

When I purchased these frames (as I was told I had no choice) the understanding was any part of the frame could be replaced - not just the stems, etc. Currently, she quoted me approximately 200 (offer expiring soon of course) for replacement of lens andframes.

This is upsetting as the lenses & frames are just somewhat over a year from purchase. This is contradictory to what was said at time of purchase.

To sum up-I feel I should only be required to replace the damaged left lens at a reasonable cost.

Dr. of Stokesdale, NC February 24, 2009

I have used Sears Optical for myself, my spouse and children for as long as I can remember. I recently ordered 4 pairs of glasses. My no-line bifocals for this perscription were set too high whereas I have difficulty in watching tv. I took the glasses back and wes basically told "There's nothing we can do. You'll just have to order another pair to watch TV" Considering that I've worn no-lines for as long as I can remember, and never had this problem before, I was not pleased with this responce.

However, since the problem only applies to watching TV,I desided to let the matter go, and order an inexpensive pair of glasses online for watching TV only. To do this I needed a number (the PD #) which was not included on my perscription. When I called Sears optical the optical assistant refused to give me the number. Even though I resently spent over 700.00 for exams and glasses at this location. My contention is, that since I paid for this service, I should the allowed to access that which I paid for. The Optical assistant had a very negative attitude in refusing to assist me in this matter. Whereas, I will not allow this experience to effect my shopping with Sears, as the optical dept is a separate entity, I will go back to Sears Optical only, and only when the nether regions freeze over. If it is possible to file a State or Federal complaint on this matter, I will do so.

Marian of Columbia, MD August 31, 2008

Marian of Columbia MD (08/31/08)
I purchased eyeglass from Sears Optical June 23 for my husband and myself. I wear bifocal. One line was higher than the other on the left lense. It took a month to get that corrected. I finally got them back in August. My husband lenses are too strong. We found out it is the wrong prescription in the glasses. Ken said he has ordered them. That was 12 day ago. I called the office Sunday and one of the office ladies said they have never been ordered. Should it take from June to September to get the right pair of glasses.

I took my car to Sears Automotive and purchase new tires. They put 3 tires on the car that were too large and one on the right-front side that was correct. The size the tires that should be placed on the car was inside the door. They drove the car off the ramp and didn't balance the tires correctly. I received a statement from the credit department. The previous balance was 788.00 or around that amount. I paid 300.00 on the charges which showed the 300. paid, but the new balance showed 788.00.

I am wondering who owns Sears anymore. I am cutting up my charge card and will never purchase anything else from them that I can't pay for in cash. Therefore, that won't be much because I have very little money. You only get a recording for the customer service. What happened to the wonderful store of Sears?

I keep going to opitcal and Ken said he has order the correct eyeglass lenses, but we have never gotten them. No one at the store is able to find his order. My husband keep taking my car back this will be the third time. Perhaps they will put the tires on that I have paid for or I will forced to see a lawyer! My husband needs his eyeglasses for work, he hasn't gotten the correct prescription yet!

Diana of Verona, PA August 31, 2008

Diana of Verona PA (08/31/08)
i purchased glasses from sears optical my last two pairs of eyeglasses, stupied me for returning. three years ago i was told to get the scratch proof and glare proof covering on the lenses, which i did. i also purchases a warranty. i handled the glasses the way i was told, but they scratched horribly and the glare prrof was a joke. i returned them and got new lenses. the same thing happened.

when it was time for a new pair, i was told they had really improved the scratch proof and glare proof covering for the lenses, i will love it. wrong! this time i was told they discontinued the warranties on lenses, this should have been a warning for me. needless to say the lenses are scratched and there is bubbling on them. i can barely see. i have tried to contact sears optical twice, but no one gets back to me.

i am very dissatisfied, and now have to go out and purchase another pair of glasses at my expense, because i am only covered for glasses every two years through my insurance. i will never use sears again!

Linda of Brandon, FL May 14, 2008

Linda of Brandon FL (05/14/08)
I have insurance through Aetna. When I attempted to pay my bill the optical center tried to Double charge me for my glasses and contacts. My glasses were 139.00. They told me because I have insurance I would have to pay retail. 279.00. When I balked and called the insurance company the customer service person brought the price back down to the normal price. Also my insurance states I have to pay a 50.00 copay. The doctor tried to charge me 105.00. When I balked again he brought it down to 82.00. I believe I should pay what the insurance company states I should pay if not then the doctor should not accept the insurance.

My insurance stated if I would pay the 82.00 they would reimburse me the difference. When I went to Sears for the 5th time. The customer service person Joe Torres stated the doctor is refusing to sign the insurance form because I filed a complaint with my insurance company. So I can't be reimbusred by my insurance company because I will not have a receipt to send in to them. I believe this is a bait and switch. If I did not know any better they would have been paid double for the same thing. How many people have been swindled into paying this.

Rachel of Manchester, NH November 15, 2007

I went to the Sears Optical office located in Manchester, NH on August 1st, 2007 for a routine contact lens examination. I had a horrible experience and it has proved to follow me even after my departure. I was more that early for my scheduled appointment and yet I was a half hour late in starting my exam. This was due to fighting with the less than helpful and bordering on rude receptionist about my benefits. I work as an employee for my insurance company and had to beg and plead for her to verify my benefits instead of just telling me it was “not covered�. Finally she did only after I made a scene in front of other customers. The insurance company confirmed with the woman that indeed, I was telling the truth. She was so mad she hung up on the insurance company and swore.

After the visit she advised me all but 40 was covered and that she could not release my prescription or the contacts when they came in until I paid the difference. I did not agree but instead told her I would have to come back with the money. When I came back later the next week she gave me my contacts. I asked if I could have a paper prescription and she said the doctor was not in and would have to have him mail me one. I never received it and now I’m being billed for the 40 I already paid! I even mailed them my bank statement showing proof of payment with the first bill they sent me in error as she did not give me a receipt. They continue billing me and they now tell me that they are going to charge me another 40 in fees to transfer my account to a collections agency. Absolutely horrid. I would absolutely not recommend!

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