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Business Profile

Optical Goods

EyeMart Express

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Optical Goods.

Complaints

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

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EyeMart Express has 78 locations, listed below.

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    Customer Complaints Summary

    • 39 total complaints in the last 3 years.
    • 16 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:11/19/2022

      Type:Customer Service Issues
      Status:
      Answered
      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.
      Have had new glasses for approximately 4 months and they have visible scratches. Have used cotton cloth and lens cleaner only for 36 years on the multitude of glasses I've had and NONE have ever shown such wear. Took them back to inquire about the protective coating applied and I was blamed for failing to use a microfiber cloth and causing the damage. I've NEVER needed to return to any eyewear business for this type of problem. They would not offer any resolution because I had not purchased a warranty.

      Business Response

      Date: 02/23/2023

      Business Response /* (1000, 5, 2022/11/30) */
      Our goal is to ensure that every customer has a positive experience in our store. The General manager has gone ahead and reordered a new set of lenses free of charge as a courtesy.

    • Initial Complaint

      Date:11/08/2022

      Type:Product Issues
      Status:
      Answered
      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 went to get prescription glasses for my daughter and received message saying they were ready for pickup. Upon going to pick them up my daughter stated they were blurry and she couldn't see. The rep told her it was just her fingerprints and insisted they were fine. Since my child insisted she was not able to see I let the rep know I would not be taking them with me since something was wrong. She them realized the rep who first helped us never measured my daughter's pupillary distance and so she did that and had them remade. Again I got a text stating they were ready hours later and the same issue persisted and the store sales reps refused to believe it wasn't right so I went to the my daughter's optometrist and he indeed confirmed that the axis on the left lens was not what he indicated on the scrip. Once again I returned to have them order it again, at which point I was told it would be expedited since it was the 5th time I'd had to come back to the store. The next day I called to get an estimate of when they would be ready and their response was it will be ready when it's ready. I asked for it to be refunded to the insurance and they refused and am still waiting for the glasses. At this point my insurance will not cover another pair and I also paid out of pocket which they also refused to refund.

      Business Response

      Date: 01/31/2023

      Business Response /* (1000, 5, 2022/11/09) */
      I am sorry to hear that the experience in the store. We have attempted to contact you and number provided does not have a voicemail set up. Please contact us at our main customer service line Mon-Fri 8am-5pm CST 1-888-372-2763 or reach out to the local Broken Arrow, OK location and ask to speak with a manager or supervisor.

    EyeMart Express is NOT a BBB Accredited Business.

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