Complain about a product or service

Wal-Mart Vision Center

Lonna of Redmond OR (04/15/09)
I ordered a set of contacts, (Focus Day & Nights) before I left for Mexico in Nov. 2009. They did not arrive until after I had already departed for Mexico. I just returned 4/1/2009, and opened the mail to find the contacts. Discarded all packing material and paperwork thinking all was as ordered. Yesterday when I went to open the boxes, I realized they are the wrong prescription. They should have been + and they are - correction. They are of no use to me and I don't know what to do now. I can not prove where I bought them, or when exactly I placed the order. I need to exchange them for the proper correction. Can you help?

Have no contacts and out the money.

Jean of Dubuque, IA April 14, 2009

Jean of Dubuque IA (04/14/09)
The vision center of Walmart. Two weeks ago I made an appointment for my son Justin and myself for an eye test. They made Justin's last Thursday and my Good Friday. I ask if they could make both of them right after each other. They said they cant. I went Thursday, for Justin. There werent anyone else to get there's done. But Friday, they had 5 other people getting there eyes tested the same time as me. Then the guy named Dana, he did the paper work on Justin's glasses. He forgot to charge us 12 dollars for drops put in Justin's eyes for the test. That guy was very slow at doing the paper work. He want to B.S. I told him to just work on the paper work.

Then I got a phone call 2 hours later, telling me to come back and pay the 12 dollars. I told them . I would pay it the next day. The eye doctor was kind of rude to me, because I had ask questions about Justin eyes. He never wore glasses, and he just got them for reading. Then I had to get the same guy back again on Friday. My sister had another person help her with her glasses. She was done before I was. He was doing mind 10 minutes before the lady did my sisters. Plus he did some of my paper work, the night before. I was told that Justin's glasses werent going to be in till Thursday & mind Friday.

They called at 7:30 last night that we can come over to get them. I dont like to complain, but I have been getting my glasses from Walmart. How rude to doctor and how that guy Dana, was I dont know if I want to go back again. I was talking to a farmlady that comes in town. She wasnt very happy with them this time. Her glasses got all stratch up in a months time. And the people were rude that adjusted her glasses. I just wanted know how the Walmart in Dubuque vision center isnt as good as it was.

Chris of Boise, ID April 14, 2009

Chris of Boise ID (04/14/09)
I am reporting a good experience at the vision center at the overland Walmart in Boise. The optometrist was very friendly and gave me the exam and fitted me for contacts quickly and correctly. The cost was very reasonable as well as the prices for my contacts. Unfortunately it seems this type of service is rare from certain walmart vision centers, however this shop seems to be the oasis in the desert.

Natalie of New Paris, IN April 4, 2009

My original experience was great. The warranty was posted on the walls for a 1 year guarantee of the glasses if they break. The told me there was a 60 day guarantee to make sure the prescription was ok and the glasses were working fine. And the folks there were curtious. I got in quickly, the Doctor was kind. I did question going from a bifocal before at another doctor's office to a non bifocal This time. With the economy being what it is, not having a job, living with friends, I wasn't able to afford my other doctor, and someone had recommended Wal-Mart. He said the exam showed I no longer needed bifocals and perhaps the other perscription was was off due to me being on certain medicines at the previous time that can affect your vision. This seemed logical, I'm not a doctor, so I said ok.

My life is active with sports and family. I shared I needed a frame the would support that. I picked one out that was within a price that could be afforded with the help from my friends. When the glasses came in, they had ordered the wrong frame so they had me pick out a different one and reordered the frame since the one I ordered was a flexible frame and a little more costly and this frame made the lenses cut different so the perscrition was off as well. I came back a week later and picked up the new ones.

I could see a big difference in some things like shapes and sizes than before. However, there were certain things I still couldn't see like for distance or reading fine print. I told them that day I still couldn't even read the signs 10 feet away. They said it was a new percription and give it two weeks. I said but I can't see far off. She stated "sometimes your eyes just have to get use them and relearn how to focus with the new perscription." Who I am to argue? I said ok and my friend and I left.

2 week time: I go back still can't see and they go back to the Dr. and come back out. The Dr. never calls me back, or talks with me in any way. The lady, who was different this time said "the Dr. said to give it a couple of weeks more." There was no sense in arguing when I wasn't getting any help and I thought, well they're the professionals. Again my friend and I left.

Week 3: my glasses broke. These were glasses with the frame type that the lady literally twisted and wrapped around her finger. They aren't supposed to break. But ok I sat on them so that's different than wrapping them around your finger. The hinge broke and the lense popped out. I go back to Wal-Mart. While waiting I tried to wrap them around my finger just for kicks because I thought it was neat. I couldn't. I thought this strange. The lady came just then, saw me and asked what I was doing. I said the glasses broke so I am bringing them back since it is within your atore's 60 day policy and the 1 year warranty posted on the wall for the frames. She asked me why I was twisting the frames. I told her I had seen her do it and just thought I'd try because it was neat. She said "well you really shouldn't be doing that" I asked her why since she was the one who had originally done it, and that I got the glasses because she showed me that she could do that, meaning they should be able to do that so if they get twisted or contorted they can just be put back in shape. She replied "Well, we know how to bend them." I bit my tongue and said fine.

I then asked her if she could fix the glasses. She no one was there and that she would need to keep them and ask someone the next day. Again I bit my tongue. I said ok and left my glassed there. I go back to check on my glasses and they say. "I'm sorry, we can't fix these. You need to take them to C&B Optical to get them fixed." I was a bit more than a little irritated by now. I stated and pointed to the sign on the wall for the gaurantee and nicely reminded her of the in store 60 day policy. She told me she couldn't help at that store, Wal-Mart doesn't fix them.

I decided ok, I can try to be fair. Part of my dilemma was that C&B Optical is actually my old eye Dr.'s office. So I say to her, Ok, can I leave them here and have you ship them there, (Only 20 minutes or less away) have them fix them, and ship them back for me. I don't want to go there b/c I came her to you from them. She said "No, we don't do that sort of thing." Then I asked her if they just bill Wal-mart for the fix? Do you have some sort of contract with them? I again reminded her of the 2 gaurantees, AND the fact that I still couldn't see! She responded to me by saying, "Mam, you broke them, accidentally or not, that is not our fault. It's up to you to get them fixed." By this time I was almost livid.

I then stated to her. "Here's the problem. I told you when I got the glasses I couldn't read fine print or see distantly. You told me to come back in two weeks, I did. You told me to come back two weeks later. I amhere a week later with broken glasses because I have never been able to see out of them so I set them down beside me because it was actually easier to see without them and they were giving me a headache. If you folks had fixed them or helped me in the first place they would have been on my face because I would be using them since they would be helpful." I then stated that I was within my 60 days for the in store guarantee. She said yes, but the Dr. said last time to give it yet, another week before you can coe back to be restested. I said "but I still can't see, the glasses have never helped, now they are broken, you aren't honoring your policy, I can't afford to pay for them to get them fixed, to keep trying them for the week." She said "Well there's nothing I can do about that, we didn't break them." Since reminding her of their policy numerous time wasn't helping, I asked her "so, then what do you suggest I do?" She stated, "Wear them broken and come back in the next week and we can at least get you a new percription if the Dr. says you need one but if you want the lenses put in frames, you'll have to get yours fixed or buy a new set of frames from us.

I was almost in tears by this time. I had a huge migraine, (which is why I was trying to get a new pair of glasses in the first place and told the Dr. that to start with. So this whole time I had continued to suffer the migraines because the precription never helped.)I'm standing there nauseated from the migraine. I told her I couldn't afford that and I got my glasses here because of the warranties, but not that it is time to use the warranties you are trying to find loop holes not to honor it, when forget the the warranties, I still can't see! You have yet to give me a prescription I can use.

I then proceeded to ask for my money back (minus the cost of the lenses, I would "eat" the cost of them. They were the least expensive thing anyways.) She said, "how do you expect to get your money back?" I stated that I had paid for services not rendered. I had an eye exam that wasn't true and didn't work, so please refund that money. Then you created lenses from a faulty prescription that doesn't work. Neither of these are my fault. So please if you would just refund the money, I'll be out of your hair and you'll never see me again."

She stated I hadn't fulfilled the 60 day time period and needed to come back the following week for another re-check. I reminded her I just wanted to be done. My head was hurting from the migraine and I needed the money to go somewhere else especially since someone else had donated the money for me to get the glasses in the first place. I share that I had never been told in all my years of wearing glasses to keep coming back and this was only the second time I'd had a faulty exam. The other time the Dr. re-did it within a week.

Well this saga could go on and on and did. Fianlly I was told when the Dr. would see me, that the 60 days was over and I would now have to pay for another exam and new glasses, when I never got any glasses that worked to start with. So to this day I am still without glasses and having migraines. I don't know what else to do, other than to write this letter to let people know so that they do not get hurt or taken advantage of.

Gregory of Plymouth, IA March 28, 2009

Gregory of Plymouth IA (03/28/09)
I had a eye exam at a local Wal-Mart optical department. The doctor was behind by several patients due to the extra time spent with an elderly lady. I felt the exam was rushed and unprofessional. My Wal-Mart glasses broke within two weeks. When I went to have them serviced the technician claimed it was just a stripped screw, which it was not, and simply put another screw in the glasses, which proceeded to fall out because the molded tabs which hold the screw were worn out. Wal-Mart refused to fix the glasses even though all Wal-mert glasses are sold with 1 year guarantee (there's even signs on the walls saying this).

I went to another eye doctor and had another exam and found my prescription was wrong. I also had them examine the glasses and they wrote a letter clearly saying they were broken. I did a chargeback against Wal-Mart for both the exam and the glasses. This report included a detail report with photocopies and testimony from the other eye doctor. The Bank of Americacredit card denied the claim saying it was not Wal-Mart's fault as the glasses were guaranteed from another company. The letter said I had no right to appeal and the matter was closed. This is an absolute lie because the glasses are a Wal-Mart store brand only sold at Wal-Mart.

I again went to the Wal-Mart store and told the same person that I now had testimony from another optician indicating that the glasses were broken and that my exam was wrong and that if I didn't get it fixed then we could go to court. This person told me they would look for another frame at another Wal-Mart store, which would take a couple days and that they would call me. They never called and after 2 weeks I stopped in and asked what going on and this same person now told me that the glasses were no longer made and that I could pick out another pair and they would adjust the bill. When I was done I was told by this person I would have to pay 22.00 more for the difference in cost.

Couple weeks later I stopped in Wal-Mart to see if my glasses were in and this time the previous jerk was not working. The person who helped me now told me I was due a 22.00 refund, not liable for 22.00 more. I had to pay for two exams because I had to go to another doctor. I also had to pay for another pair of glasses from the second doctor because the first used the wrong prescription and not I new one I gave Wal-Mart from the other doctor. Stay away from Wal-Mart optical - you get what you pay for.

Karen of House Springs, MO March 21, 2009

Karen of House Springs MO (03/21/09)
We had an appointment at the Wal mart Vision Center. We drove about 20 miles to get there.When we got there,they said the Dr was gone and they did not show us as having an appointment.We showed the worker our cell phone where they had called to confirm our appointment the day before.I feel that they are liars.They were very rude.They pulled a fast one on us.

My daughter has a lazy eye and needs her glasses.She has to go 1 or more weeks with broken glasses.Gasoline is 1.99 a gallon.We drove 40 miles,round trip.I had to take off work to take my daughter.

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