I’ve been a Walmart Vision customer for over 25 years, including the original Hermitage location before it became Home Depot. What I experienced at the current Hermitage Vision Center is far beyond poor service — it reflects a serious breakdown in honesty, training, and basic customer care that Walmart Corporate needs to address immediately. Hermitage no longer has an optometrist, so I had to drive over two hours round‑trip to Chippewa for an exam. The exam itself was fine, but my lenses were damaged during tracing, replaced without any explanation of warranty options, and scratched within months. When I contacted Hermitage for help, Gylten aka "G" refused to answer basic questions, falsely claimed my information “wasn’t in the system,” and told me she couldn’t assist because my lenses were ordered at another Walmart. Chippewa later confirmed all of this was untrue — and that G has a history of complaints for misinformation and refusing to help customers. Jamie at Chippewa was the one who explained what actually happened and confirmed Hermitage could have helped me. When I went to Hermitage in person, G and Michelle told me their lensometer was “broken” because “someone took the power cord.” They failed to mention that Hermitage has a fully functional manual lensometer, which does not require a power cord at all. The fact that neither G nor Michelle acknowledged it — or attempted to use it — strongly suggests they were either never properly trained or simply unwilling to perform the basic tasks their job requires. G claimed an optometrist could compare prescriptions simply by holding lenses up to the light. G refused to look up my chart, refused to provide the store manager’s contact, refused the district optical manager’s contact, and even claimed Walmart Vision Center “doesn’t have a corporate number.” Their optical manager, Megan, simply wasn’t there that day — but G and Michelle acted as if no management existed at all. It was confirmed that Hermitage DID have a power cord, and I was lied to. I had to drive to New Castle to get the help Hermitage refused to provide. James, the optical manager there, immediately understood the issue, and Yvette went above and beyond to resolve the problem professionally and correctly — something Hermitage never attempted. Hermitage Walmart Vision Center is not just unhelpful — it is dishonest, evasive, and operating without proper accountability. G and Michelle’s conduct was unacceptable and reflects a complete failure in customer service and transparency. Walmart Corporate needs to intervene. Until then, I strongly recommend avoiding the Hermitage location entirely and choosing Chippewa or New Castle, where employees like Jamie, James, and Yvette actually know how to help customers.
