Sears Optical

I received a phone call when the glasses came in, and when I picked them up she checked the fit and made a slight adjustment. The glasses were an excellent buy -- Tom Ford frames, progressive, feather-light lenses, anti-glare. They were significantly less expensive then they would have been elsewhere. She explained the excellent money-back guaranty, and I was on my way. Sears is an excellent store and the optical services far exceeded my expectations.

Fall down my nose and often off my face when reading or looking down. I went 4 times over 5 months for adjustments - would be okay for a day and then fall off again. Then I saw a video and read an article how Luxottica owns or controls the entire vision industry - vision centers and vision retail stores, almost all the brands of glasses, and EyeMed vision insurance.

So I followed their initial advice and tried another lens, sometime in March, I was driving and my left eye contact ejected out of my eye! I had not been rubbing it at all, it just simply fell out. And when I called the office again they told me I needed to come in again to see the optometrist. The second optometrist I saw determined that I had increased astigmatism in my left eye that the first optometrist that I saw did not account for.

So this second optometrist in March ordered me trial lenses of two week pairs, but I was given dailies by accident from the front of the house staff. Going back again to get my second set of trial lenses made this the fourth trip back to Sears this year. Usually, when you get an eye exam, you go in one time for an eye exam - and then you go back again to pick up your supplies for a total of two trips.

In March, 2019 I was told by an associate that they would give me another year supply of contacts if I exchanged my previous annual supply of lenses that I originally received in January. Yet, I was billed a second time for an annual supply of contacts for $400 - which I had to get the store owner to rectify. It is currently July of 2019, and I am still currently trying to work it out with Sears Optical to get a correct prescription and to get a supply of contacts that I originally paid for in January. I saw an optometrist to double-check that the prescription the second optometrist I saw was indeed correct. And his prescription was was once again different from the other two optometrist I had previously seen this year. However, the trials that this optometrist ordered I have not had issues with yet - and am seeing the most clear I have this year.

I sat down with the store owner yesterday, and explained to her that there needs to be clear communication between the optometrists and the sales associates. They cannot be handing out the wrong products to customers, and if they call me telling me the product is in the store - it needs to be in the store. Also, optometry is a health care profession, and if one professional can deem the work of another as inaccurate the provider should be held accountable. I've been coming to sears since I was a teenager, but I would NEVER recommend coming here to anyone. Save yourself the money, time and trouble and go elsewhere.

I called, no return call so I called back. "Would you like to speak to the doctor?" Yes please. "Oh, sorry, he just went in with a patient." Perhaps he did, I wasn't physically in the store. "I can have him call you back." Of course, that will be great. This was Sunday, February 4th, at approximately 3:00 PM. Store closes at 4:30... Today is Friday, February 9th at 4:34 PM.... I'm still waiting for his call. Now I'm not certain if they take the same oath that others in the healthcare profession take, but if he did shame on him. Not to return a call is inexcusable whether emergency or not, no matter the reason. Guess his practice is so successful that he doesn't need one former patient. As for Sears, if the optical portion should ever fold, I would not shed a tear. I would feel for those who would lose their livelihood but I wouldn't mind seeing the corporate bigwigs hit in the pocket, because they truly have no clue.

Two months later, Now my turn, I ordered two pair (buy one get one free). After several weeks they never called me. When the old manager was there named Brenda, customer service was number one in her book. She retired in 2017 and boy, change is hard especially when I overheard the male optical tech says, "I’m new and borrowed from another store. I don’t know what I’m doing." He kept calling his boss for advice on his cell phone and looked confused the Sunday I bought my two for one glasses.

I finally got tired of waiting for their call that my glasses were in and so I called. The manager named Kimo said, "Yes. Your glasses are here. Sorry we did not call". (They usually call when glasses are in.) The expensive framed glasses I purchased, I got the same effect as my girlfriend. I could not read a thing and it made me feel like I had a magnifying glasses on and in a fishbowl. It also made me nauseous. Unfortunately I only took one of the two pair home. The manager tried to get me to take the second pair I said, "I cannot read a thing." (Why should I take a pair that I cannot see out of?) It breaks my heart. I see the end of my patronage to Sears optical as they use to be great. Now the service is scary and new tech is incompetent.

Don’t buy glasses from Sears, you don't know what you will get today- I think they are using inferior materials to save money or inputting the wrong prescription to new glasses. In my case how can one be okay to take home and the other pair terrible? How does this happen? The second pair I got I could not read a word from the Card which means incompetent production of my glasses and my girlfriend's glasses- heartbreaking.

I don't feel like I should have to drive that far especially since I was never told about the closing. I would have saved my money on this warranty and took my chances. I called yet again and have asked for a regional manager to contact me regarding refunding my cost for the extended warranty and have yet to be called. I am extremely upset that this company would treat the customers this way. But maybe this is why they have closed at this location. I will never purchase anything from Sears again and have told everyone about my experience with Sears.