Complaints

This profile includes complaints for Eye RX's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Eye RX

  4600 N Park Ave Plaza Level Northside Chevy Chase, MD 20815-4518

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  Eye RX

  1629 K St NW Ste 502 Washington, DC 20006-1634

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:08/04/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On March 24, 2023 I purchased new glasses for $900. ***** told me that the frames that I said looked too fragile fore my heavy lenses -- my strong prescription -- were titanium and that they could hold up my heavy lenses. And he sold me a year long warranty. In fact the frames can't hold the lenses. The lenses rested on my skin right away and I complained multiple times in writing that they get foggy 4 or 5 times an hour, as soon as I put them on. And within a few months the arm broke. I purchased a year warranty but now they say I can only get the exact same defective frame. I spent $900 and I am using 6 yr old glasses all the time. It takes weeks to get the new ones and they told me they ordered them last week and now they say they ordered them today. I don't want the same defective frames. I spent $900 and deserve decent glasses.

  Business Response

  Date: 08/04/2023

  This is most frustrating since we have actually bent over backwards trying to accommodate this patient. We actually have replaced her frame once already, and were in the process of getting her another replacement frame and lenses, which clearly she doesn't mention to you. The Titanium frames of which she speaks of are ***********, one of the most recognizable and reliable brands when it comes to durable, comfortable and trusted rimless eyewear. It was apparent to us that the issue was not the frames and the quality and more so the patients lack of care and experience with rimless eyewear.  Even after all we've done for her, when I got involved I agreed to let her pick out a completely different frame and lenses. Something that actually is outside of our normal policy. Warranty replacements usually involve swapping the product for equal product of same brand and make. This is typical of most merchants and manufacturer policies. At this point there is nothing more I can do for this patient and would love nothing more that to just refund her everything and ask her to go elsewhere for her eyecare needs.

  Customer Answer

  Date: 08/04/2023

  They did not replace the frames or lenses before. When I saw those lenses I was told that they were powerful and I was skeptical given that I have a very strong prescription. I wrote to you again last night and called them again this morning. They were very rude but finally agreed to replace the frames. They claim that I am not used to rimless glasses but they should have told me when I was looking at frames that they were more delicate and fragile. I voiced then my skepticism about the claims that they would be strong enough for my strong prescription. The people working in the DC store today were very nice and helped me pick out a frame.  It will now take much longer for me to get the frame and I will be without good vision for quite a long time. I am not clear how they are the injured party. They have not been accommodating and I would not have been able to get the new frames without your help. The rim-less glasses are pretty but the frames break easily and do not hold the glasses off my face.  I appreciate your help. **** called me to yell at me that I said they had not been helpful, and they had not. Even with your intervention I had to call again this morning. I am hopeful these new lenses are better. I won't use their company again. 

  *****