Complaints

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

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• 

  EyeMart Express

  13800 Senlac Dr STE 200 Farmers Branch, TX 75234-8823

• 

  Eyemart Express #146

  7921 Mall Road Suite B Florence, KY 41042

• 

  Eyemart Express #146

  9590 Colerain Avenue Cincinnati, OH 45251

• 

  Eyemart Express

  906 Great East Plz Niles, OH 44446

• 

  Eyemart Express LLC

  5619 Grove Blvd Ste 109 Hoover, AL 35226

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:05/27/2025

  Type:Product 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.

  Ordered glasses a month ago went in last week had tiny installed glasses were loose so called an said bring in for adjustment ok I was going Tue when open well on sat I went to sit down an my lens flew out to the floor my husband an I sit the lens back into the frame and put in a bag to take it. I did today at 9. Girl took my glasses messed with them w a s**** driver 15 minutes then called me to her chair she said the s**** is broke did I say u sit on them I said no I did not . Tbey were not bent so she had them lying there all apart my lens on the table frame broke but was not when I took them in . I had to pay more money because I had to pick out more frames. Btw your company should tell people when they buy your glasses that they are discontinued over a year ago that's wrong then same girl set me new glasses I ask her will no ficsks work on those frames she said yes am went to the bk. Then picked them up 3 hrs later I can't see no readers in it I spent so much money in this mess and had to up pay and order another or today that's stupid. You could at least send me a 250 .00 off another pair for my trouble look at what I paid and my insurance My entire family has been with you for the entire time you are in waco all my kids grandkids and husband

  Business Response

  Date: 06/11/2025

  Hi ******. Were sorry to hear that your original frame was no longer available. When a style is discontinued during your warranty period, we offer a one-time courtesy to remake your glasses with a different frame at no charge. According to our records, the store processed two restyle warranties to help you find the right fit after the first replacement didnt meet your expectations. The frames you selected are valued at $199.95, which matches the value of your original purchase. Your warranty also carried over to the new pair, so you're still fully covered for any breakages or damage through 4/15/2026.
  

  Weve spoken with the stores general management, and theyre happy to help with any remaining questions. Feel free to stop by at your convenience, or give our **************** team a call at **************.

• Initial Complaint

  Date:04/18/2025

  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.

  April 7th 2025 I went to Eyemart Express in ********** to get my prescription glasses.Eyemart Express employee **** C waited on **** had a coupon in hand (that Eyemart Express sent me) to buy one set of prescription glasses under insurance plan and get second pair free.I explained that I wanted HD Lenses (High Density)**** said they could do that - I selected frames and he got them started on my first pair.after sitting there for 15 minutes **** told me he couldn't provide the second set of glasses free as the coupon said because it had something to do with Medicare.I saw nothing on the coupon addressing exclusions to the coupon offer.Then **** told me my lenses on the pair they were finishing would be polycarbonate lenses (which aren't HD lenses).I'm having trouble seeing with the polycarbonate lenses he provided - HD would have been better - I'm very unhappy with the only one set of glasses they provided

  Business Response

  Date: 05/16/2025

  Thank you for reaching out to us. We sincerely apologize for any confusion regarding our free second pair with insurance offer. We understand the importance of clarity and transparency in our promotions, and we do disclose that "not all insurance plans will qualify" on both our website and coupon. However, we still would love to discuss how we can improve your satisfaction with your glasses. Please reach out to your local store's management team or reach out to us at ***************************** so we can go over the options available to you.
  

  Customer Answer

  Date: 05/16/2025

  I was contacted by the store manager. I don't remember her name. She suggested I bring the new glasses back in and then pay for High Index lenses to be fabricated and installed in the purchased frames. (She said nothing about refunding the polycarbonate lense cost that they elected to sub to me - that I didn't ask for or want - and nothing was said about rebilling Aetna for the High Index lenses or the unbilled portion insurance would have paid of $195)

  Customer Answer

  Date: 05/21/2025

  I am rejecting this response because:   I was contacted by the store manager. I don't remember her name. She suggested I bring the new glasses back in and then pay for High Index lenses to be fabricated and installed in the purchased frames. (She said nothing about refunding the polycarbonate lense cost that they elected to sub to me - that I didn't ask for or want - and nothing was said about rebilling Aetna for the High Index lenses or the unbilled portion insurance would have paid of $195)

  Business Response

  Date: 06/11/2025

  We reviewed your insurance plan with the local store team, and it provides coverage up to a specific dollar amount. If youre interested in upgrading to a higher-quality lens, were happy to help just keep in mind that any costs beyond your insurance allowance would be an out-of-pocket expense. We'd love to walk through your benefits with you to make sure youre getting the most out of your coverage.
  We also heard from the store manager that you were interested in a progressive HD lens without anti-glare. Great news **** recently launched a new lens option that offers HD vision without the anti-glare coating, and it can even be made in-store!
  If you decide to upgrade, youll just pay the difference between your original purchase and the new lens. Your local store manager, *****, will be reaching out soon to invite you in and go over the details. If youd rather return your current pair instead, the store team can assist with that process too. If you have any questions before then, feel free to give us a call at **************. Were here to help!

• Initial Complaint

  Date:03/22/2025

  Type:Customer Service Issues
  Status:

  ResolvedMore 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.

  3/22/25 I went into the store to pick up glasses that i had already paid for. I asked the lady at the counter if I had to wait on the customer that were there to do a pickup. She got loud with me and practically screamed to me to go sign in then someone would get to me when they get to pickups. I had no problem with the wait but with the way she spoke to me.

  Business Response

  Date: 04/09/2025

  Hi *******, we're so sorry you didn't have a great experience in our store. I see that you did reach out to us directly on 3/22/25 and the General Manager connected with you on 3/24/25 regarding your experience and had closed out the case. If there is anything else that we can do for you or if you have any additional feedback, please get in touch with us at Mon-Fri 8am-5pm CST ************** or email us at ******************************
  

  Customer Answer

  Date: 04/09/2025

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  Date:03/17/2025

  Type:Customer Service Issues
  Status:

  ResolvedMore 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.

  I have been going to this location since 2021. Fast forward couple years and it's sad to say only one person at that location is friendly and welcoming. That is ***! She is amazing! it's unfortunate that you can get great customer service from one person *** and when you return to do an exchange with in the 30 days better yet 3 days from purchase because I changed my mind I was met with attitude and snarky comments from ************** because they had do more work on the computer. Even after the horrible customer service I still dropped another almost $200. Fast forward almost 10 days 3/17/25 I decided to return to exchange one of the pairs as they were hurting and causing migraines. I got to the store @517pm. There was only one person in front of me and 3 associates assisting other customers. The "manager" decides to get into the area where they make glasses instead of assisting the next customer waiting. When it came to my turn I explained to the associate (that I would like to have the manager assist me as I have dealt w/ her in the past w/ the glasses and that I would need her as I was looking to do a return or exchange. She proceeds to go to the back and with a snarky attitude & tells me that the manager is busy making glasses and that she would be out in 15 minutes (this was at 5:44pm). I asked for the corporate & regional manager's name and when she came back she asked if that was all I needed said nope that is not all I still need the manager to complete my return. Manager (****) comes out and asks for me by last name and proceeds to state she thought it was best if I was refunded and it was the best for both parties. She was totally fine, refunding almost $500. Along the way as she was refunding me she kept saying more snarky & passive aggressive comments. After she completes the return she tells me I could still purchase the pair I wanted.

  Business Response

  Date: 03/19/2025

  *************, We want every customer to have a great experience and we are so sorry you did not have one. We have it notated that you reached out to our customer service team on Tuesday 3/18 and have spoken to the District Manager about your concerns on the same date. To our understanding, the open case was closed out on 3/18/2025. If you have any additional questions or concerns, please contact us again Mon-Fri 8am-5pm CST ************** and we will be happy to assist.

  Customer Answer

  Date: 03/19/2025

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  Date:03/04/2025

  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.

  Ordered eyeglasses online and went to pick up in store. Went in Saturday March 1, 2025. Was given the new glasses and I couldn't see anything with them. I was told I'd I can bring in the physical prescription they will fix it. I went home and got the prescription, returned and was told to have a seat and the manager would be out to help me. Three hours into just picking up my prescription I still haven't spoke to a manager. I left and I was told I'd I did the manager would no longer continue to work on them. I left anyway and called Eyemart express customer support at which time I was told there is no manager on duty that day there that day. I wasted all that time and there was not even a supervisor there. We went back for a refund and was told only a manager can do that. Called Monday March 3rd and the person answering the phone said they would call us right back which they never did.

  Business Response

  Date: 03/19/2025

  Hi *****,

  Thank you for your comments. We're always working to improve our store experience, and we appreciate all the feedback given.I have it notated that someone contacted our customer service team on March 10, ********************************************************************************** the amount of $139.93. A refund confirmation email was sent to the email address provided at the time of ordering. If you have any questions, please feel free to contact us Mon-Fri 8am-5pm CST **************.

   

• Initial Complaint

  Date:02/10/2025

  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.

  12/28/23 I purchased a pair of glasses. a few months later I noticed that I didn't purchase the lens with the transitional lenses, so I returned to have the business to have them to put those lens in. I called 3 days after my guaranteed warranty had expired. I explained that one of the lenses had specks in it. The clerk took my glasses into another office and returned to me saying it seems as if something was sprayed on it to cause it. We had different opinions because I stated the transitional material in the one *** was made was defected! The other *** didn't break down. I asked what we could do to rectify this issue they had me calling 3 different times & talking to people higher up in their business when they had no intentions to solve this issue. I didn't abuse my glasses & take exceptional care of them. I am a 70-year-old disabled retired senior citizen that can't afford to purchase new glasses at a wham. I buy glasses every 2 or 3 years with a new prescription. I must live on my monthly income so very disappointed that this business blamed me instead of considering the material wasn't applied correctly in one on the lenses. I want other buyers to be aware of business not taking ownership but blamed the person. I wasn't in there because of the warranty I went in the store hoping they would help with this problem that I didn't cause. I walked away from this location, ***************************************** feeling not heard and the business was happy to take my money but wasn't going to own an issue with their lenes!

  Business Response

  Date: 02/14/2025

  Hi Ms. ************ sincerely apologize for the experience you've recently had, and I appreciate you taking the time to reach out to us. I have reviewed your account and would like to provide some clarification regarding your warranty and the steps weve taken to assist you.
  
  Your warranty was valid from December 13, 2023, to December 13, 2024. Lenses are subject to normal wear and tear from daily activities, such as outdoor exposure and how we handle our glasses, which is why we offer a one-year warranty period. When you first contacted the store on December 26, 2024, it was 13 days after your warranty had expired. Our staff offered you a discount of up to 50% on a new lens purchase as recently as February 5, 2025, including during your recent call to customer service. However, you declined all offers, requesting a free replacement outside of the warranty period.
  
  Id like to review the history of your interactions with us. Initially, you came in to purchase glasses with anti-reflective (**) coating. As **-coated lenses typically take about two weeks to arrive, our store made a temporary pair without the ** coating free of charge while your order was being processed. You picked up the original pair of glasses on December 28, 2023, and returned the following day on December 29, 2023, expressing concerns about the frame fit. We then upgraded your frames and discounted the cost difference between the original and new frames. In April 2024, you returned to upgrade your lenses to include a color-changing effect, for which we provided a partial discount.
  
  After this, we did not hear from you until after your warranty expired. The staff noted that the chipping you mentioned was related to scratches on one of the lenses. Unfortunately, scratches fall under normal wear and tear and are not considered a defect in the lens manufacturing.
  
  We genuinely value your satisfaction, and I understand your frustration. While we are unable to provide a free replacement outside of the warranty, we are happy to continue offering a discount on a new lens purchase or discuss other available options.
  
  

  Customer Answer

  Date: 02/15/2025

  I am rejecting this response because:   Express offered me a 30% off lenses. I'm reading here that they are stating up to 50%. I would be willing to get a new pair of glasses with 50% off the lenses according to my eye doctor's specifications. I was so upset about the accusations that it was my fault that one of the lenses had specks throughout that lens. I understand that neither party wants to take a loss when a product doesn't perform as it should. I would be willing to purchase a new pair of glasses with a 50% discount on the lenses from Eye Mart Express this year. I will be watching to see if a pair of frames with lenses would be in my budget. My goal was to let Eye Mart Express business know that I left their store and contacted a representative in customer services believing they truly wanted to resolve the issue and not being made to feel disrespected!

  If they are not going to meet me half way by owning 1/2 of the responsibility of the way their product performed in a year then we can consider this matter closed. I know that my dollars can be spent at other eye wear businesses. People will always remember how you made them feel in a matter verses the loss they may take.

  Thank you BBB!

  I really appreciate your help in this matter. I also appreciate the very timely response to me!

  RM

• Initial Complaint

  Date:12/04/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  This was a cyber Monday deal I couldn't pass up. 60% off of everything. Order today, ships tomorrow. Fraud alert. The delivery is a lie with lots of excuses. I was told by customer service there is no way to do order today shops tomorrow due to holiday orders delivery times will vary. Fraud. Still haven't received a firm status on when they will be delivered. Oh and then the push to download an app to track your information called shopify. Privacy problem with no tracking. Canceling order will take as long as shipping. Misleading and fraudulent. Not worth the hassle online. I need these glasses to see and read.

  Business Response

  Date: 12/20/2024

  Hi **** Sorry we didnt meet your expectations ?? Well share your feedback with management to avoid these issues in the future. A refund has been entered for you online order and you will be receiving an email confirmation. If theres anything we can do to better your experience, please get in touch with us at **************

  Customer Answer

  Date: 12/20/2024

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  Date:10/21/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 Oct 18, 2024 I walked into a local EyeMart Express in **************, **. After waiting 45 minutes I decided to leave and place an online order instead, due to the crowd in the store. I live 40 minutes away so once I got home I started entering my eye glass order. I had a question about my prescription so I called the phone number from the online website. *****, from the customer service took my call and I noticed then I was having a problem completing a sentence because she kept interrupting me. Finally I was able to ask her if my prescriptions were in the system because I was not sure. She stated yes *** they are in the system. So I placed the order which stated if shipped to the local store it would take a day verse 7 days if mailed to my home. So I had the order sent to the local store. The next day at 12:35 I called the local store who had an issue locating my order but the finally found the order and told me it would be and hour and I would receive a text indicating my order was ready for pickup. I never got the text, so on Monday I called the phone number on the website to get the status of my order. ***** answered the call and this time she would not let me explain, first why I was calling and I could not get a status of my order. I was not able to verify this because when I called the phone number on the website I could not get a word in to explain why I was calling nor could I get a status of my order. I was told over and over I needed to contact the local store. Had it not been for the professionalism of the local store, I would not use this company again. It wasted two days of my time and as I was trying to avoid having to take time off my job to get this accomplish, This was the worse experience I have ever had. No one ever called nor did I receive any email explaining the status of my order.

  Business Response

  Date: 10/22/2024

  Thank you for your comments. Were always working to improve our in-store and online experience, and we appreciate all feedback given. You spoke with the **************** Supervisor on 10/21/24 and were fully refunded for your recent online purchase. Once again, we appreciate the feedback you shared with us and if there are any questions please feel free to reach out to ******************************

  Customer Answer

  Date: 10/22/2024

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  Date:10/03/2024

  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 9/18/24 I went into EyeMart Express in ****** *****, to have lenses made for **** Spade frames I purchased from another store. I was told it wasn't a problem. They charged me ****** for 2 Hi-index 1.67 Pro UltraXHD with UltraXAR and a Hi-Index Upgrade. After my insurance it was a total of ****** out of pocket. They sent them away to be made. When I picked them up the lenses made everything distorted. In every direction except straight ahead. I mentioned this to the ******, ******** D, who was waiting on me. After arguing with her, she stated I needed to get used to the new prescription, I told her I've worn glasses since I was 4 and progressives since I for almost 30 yrs I've worn them. She then stated that she would take the glasses out back and have them test the prescription. The demo lenses that the frames came with were in the box when she took my glasses outback to be checked. We waited almost an hour for them to check my glasses. She came back with my glasses and said they were the right prescription, I said I didn't want them because I couldn't see out of them. She refunded my lease cost. She then took my glasses out back and had the prescription lenses taken out and brought back just my frames and when I asked for my demo lenses she stated that they tossed them. I said they were in the box with my glasses when you took them outback and she just shrugged and said well they're in the trash now. I told her I can't get new lenses made anywhere else without those and she said I don't know what to tell you and walked away from me. Now I'm stuck with frames I can't get lenses for.

  Business Response

  Date: 10/17/2024

  Thank you for contacting us. We would like to inform you that the transaction in question has been refunded to both you and your insurance provider. Additionally, our General Manager reached out on Tuesday, October 15, 2024, and left a voicemail regarding your return to the store. We can arrange for a set of plan-o lenses to be installed to compensate for the demo lenses that were discarded during the manufacturing of your glasses. If you have any further questions, please feel free to contact your local store and ask for the General Manager, or you can reach our **************** team at **************, available Monday through Friday from 8 AM to 5 PM CS.

• Initial Complaint

  Date:09/25/2024

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore 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.

  I'm not happy with my eyeglasses from eyemart Eye Express there's something wrong with them and I wanted to get a full refund and wait and see what my eye doctor said because there's issues with my vision in these two pairs of prescription eyeglasses I got and had made at eyemart. They don't state their disclosures on full cash refund their return policy is nowhere to be found on their receipt. I am in the time frame of being able to get a full refund and it was not allowed in store.

  Business Response

  Date: 10/03/2024

  We want every customer to have a great experience in our store. Thank you for letting us know weve still got work to do! We received confirmation that you have returned to the store on 9/27/24 and received a refund of $194.85 back to a **** card. If you have any questions please reach out to our **************** team Mon-Fri ******* CST **************.

  Customer Answer

  Date: 10/03/2024

  Yes they did a full refunding added it to my debit card I been so busy I completely forgot to let you know that it was resolved thank you for notifying me

  Customer Answer

  Date: 10/10/2024

  I have reviewed the business response and accept this resolution.