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I recently purchased a pair of prescription eyeglasses at Sears and am very pleased with both the purchase experience and the service. I went to the Marlborough, MA store and was helped within minutes; the sales person gave me all the time I needed to look at frames, and provided me with all the information I needed. She obtained my Rx via fax immediately, coordinating by phone with my doctor's office; she helped me narrow down my frame choices and expertly took measurements to fit the glasses perfectly.
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.
Luxottica is a non USA company that owns optical centers including Target, Sears, Pearle Vision, LensCrafters, Sunglass Hut... AND involved or owns most of the well known name brand glasses (frames) AND EYEMED vision insurance. Isn't this well beyond being a monopoly?? MARCH 2018 I had heard good things about Sears Optical and they are In Network with EYEMED vision insurance. Everyone was always helpful, friendly, positive attitudes. UNACCEPTABLE WAIT TIME 4+ weeks to receive 1 pair of glasses. I have never waited that long for one pair of glasses and no one could explain why, in fact the optical staff implied it was normal.
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.
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Over the past seven months I have had the worst experience here with their optometrists I have ever experienced in my life. And I have been wearing contacts since I was a teenager, for a total of 15 years and never had issues like these before. I first went in to see an optometrist in January, 2019 for contact lenses and received a bad prescription. I called the office and an associate told me maybe one of the lenses was bad and I could try opening another one to see if it would be better, because my left eye went in and out of focus.
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.
Jan. 25, 2019 I visited Sears Op. Canton, Ohio. It took 6 or 7 trips [40mi] roundtrip. Each time staff would twist-bend-contort the frames. At trip 6 I asked to see Dr. He claims "he didn't order this prescription." The glasses were wrong from the start. Nobody bothered to check them. They not only felt twisted while on - I couldn't see. The Sears Staff set me up with BOGO - which is a "Puffed" price. If my prescription hadn't changed that much, I didn't need 2 new pairs for $610.00. The Dr. felt bad - said there should be an adjustment --- never happened. Some staff gave attitude stating they tried everything - I just wasn't happy. It took until March 6, 2019 to finally get the glasses. This was Sears at Beldon Village Mall, Canton, Ohio. I probably won't go back and won't refer anyone else.
Sales associate rush the whole process. Told me that a warranty wouldn't do me any good and didn't listen to me about my insurance coverage. Within a month, tint peeled. I tried exchange but no help. Bad service.
My boyfriend and I walked in right as the optical department was closing but they let us in. After I picked out my glasses, Fred the general manager, helped me choose the best option for my prescription. I had some trouble with my insurance but he was patient and was determined to help. He made me aware of my benefits and got me glasses for a great price! We left 30 minutes past closing time. I was very pleased with the customer service.
Went to pick up glasses. Sears has made another $1000.00 from me. Spoke to a woman yesterday that assured me the Optical Department was open from 1 to 4 pm. Got there at 2 pm. 2 sets of people that have been there over 30 minutes were there waiting as well. As we sat a minimum of 10 different sets of people came and left. We left. Very disappointed that no one informed me or the other customers and we each wasted time and gas. Ridiculous... Please make that better.
I have used Sears Optical in the past because of insurance but they have grown to be more than a thorn in my side over the years. From nasty, snarky, opinionated employees to not fulfilling guarantees, to placing blame on us instead of where the blame belonged... Sears. The last time was when I told my husband NOT to fill his script at Sears and yet he did, with regret after the fact. My son and I, contact script that they insisted I should buy with them because, "No one will beat our price and give you the service we do". Had on both counts, much better service and a heck of a lot of money in my pocket. The best however was the most recent, this time with the doctor. I admit, I did have an issue with my script, but I wanted to speak to the doctor prior to making an appointment.
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.
My girlfriend bought glasses at Sears Pearl Ridge optical location. I encouraged her to buy there because for 20 years I spend lots of money there and bought tons of glasses. When she got both her glasses, both pair made her feel nauseous and like she was looking out of a fishbowl. Her vision was blurry with the glasses on and not happy with the glasses. They both were returned and they sent it back and it's still bad- makes her dizzy and her nauseous. She wears her old glasses now and out $700.
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 bought glasses on 5/30/17. Purchased the extended warranty in case of issues with the glasses. However in June or July the optical part closed permanently and I was never told that I was going to have to drive the 65 miles to go to another store. Well the glasses that were bought in May 30, 2017 were dropped and have a deep gouge in them, I have called for over a week and was given the option to drive to another state to have them repaired.
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.
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