I am very disappointed with my experience at Eyemart Express. I ordered my glasses online almost a week ago, and I still have not received a courtesy call, follow-up email, or any clear information about the status of my order. I have emailed them and tried calling, but I still feel like no one can give me a straight answer. When I call the office, the staff acts like they do not know what is going on, and the customer service has been rude and unhelpful. Instead of trying to help resolve the issue, they make it seem like I am bothering them for asking about an order I already placed. What makes it even more frustrating is that I cannot even cancel the order because the charge is still showing as pending in my transaction list. It may only be $83, but that is still my money, and I should not have to chase a business down for basic information about something I paid for. When I went to the store in person, I was told they did not even have my glasses in stock and that they would need to contact someone else about the order. I was also told they did not understand how I was even able to order the glasses because they were on sale and apparently unavailable. That is extremely frustrating because if the glasses were not available, the website should not have allowed me to place the order in the first place. I also miss the previous staff who used to work there because the customer service was much better before. The new staff does not seem as helpful or knowledgeable. Even something as simple as getting an adjustment feels like a problem now, even though I was under the impression that basic glasses adjustments were supposed to be complimentary. I understand that delays and inventory issues can happen, but there is no excuse for poor communication, rude customer service, and a lack of basic follow-up. Customers should be updated, respected, and given clear information about their orders. This whole experience has been unprofessional, confusing, and disappointing.
