ComplaintsforEyemart Express
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Complaint Details
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Initial Complaint
09/26/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
On 9/25/24 around 5:20PM I arrived at Eyemart on ****************************** ******* to pick up my warranty replacement lenses for my Oakley frames that I ordered from Oakley direct. I contracted Eyemart express to replace the lenses due to scratching that had happened to them, which was my own fault. Upon arriving I was greeted by an associate with a "Ma" name, I do not remember her full name. She took me to the back side of the front counter and I handed her my frames. She effortlessly popped out my old lenses, and attempted to put in the new lenses purchased through Eyemart. She then noticed and told me "they made the lenses a little too big, I can't get them in, I'm going to go in the back to trim them, and get them to fit". After about 15 minutes of waiting she came back out to tell me she got them in, but broke my frames doing so. After looking, she broke off the left nose piece. After some bantering she told me she could give me a $100 credit to new frames, of which is about 1/3rd the cost of the frames she broke. She told me I signed a waiver (a year ago) that waived any wrong doing if they were to break my frames. She never said sorry, never sympathized, and all the other associates smirked when she said I signed a waiver. This speaks volumes to the lack of technical ability and quite frankly competency of the entire staff there that night. I was very boisterous in my distaste of the situation, and I could see other guest extremely surprised on how she was handling the situation. Zero ownership in her mistake, and zero empathy. All this to say, I highly doubt the ** or DM to stand behind me, and this will likely go unnoticed, or responded to. It's clear that the management there is not doing their part and letting their employees act with negligence. 50 years ago a upset customer might tell 6 people about their experience. Now that customer can tell thousands.
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Customer Complaints Summary
38 total complaints in the last 3 years.
16 complaints closed in the last 12 months.