Eyemart Express

Reviews

• TH

  Tony Holden

  Sep 30, 2026
  2.0
  I chose Eyemart Express primarily because of the quick turnaround for glasses. The frame selection is very good, although I found some of the frames a little expensive. Unfortunately, my experience demonstrated that a fast production time does not necessarily mean a fast or convenient overall process. When I initially selected my glasses, I was told that I could pay for them the next day. What was not clearly explained to me was that my glasses apparently would not be completed until payment was received. The next day, Eyemart Express called me while I was driving and said that payment was needed and that I could pay over the phone. Since I was driving, I was not going to provide payment information over the phone at that time. I later went to the store and made the payment. I then had to return again to pick up the completed glasses. Altogether, I made three trips to the store. For someone who specifically chose Eyemart Express because of the quick turnaround, that was frustrating. The biggest issue, in my opinion, was communication. If I was told that I could pay the next day, I should also have been clearly told, “We will not begin or complete your glasses until payment is received.” Had that been explained at the beginning, I could have made an informed decision about when to pay and when to expect my glasses. The pickup experience also needs improvement. When I returned to get my glasses, I waited at the counter for approximately 20 minutes without anyone greeting me, acknowledging me, or asking how they could help. One employee was assisting another customer at a table, which I completely understood. However, I also saw another employee in the employee area who appeared to see me waiting at the counter and then went out of sight without acknowledging me. One of the worst things an employee in a customer-service business can do is completely ignore a waiting customer. Employees can certainly be busy, but acknowledging someone takes only a few seconds. A simple, “Hello, someone will be with you shortly,” would have made a significant difference. My recommendations to management are: • Clearly explain when payment is required and, most importantly, whether the glasses will be started or completed before payment is received. • Clearly explain when the advertised turnaround time actually begins. • Tell customers exactly when and how they will be notified that their glasses are ready. • Explain exactly what customers should do when they return for pickup. • Have someone function as a “traffic controller” during busy periods—greeting customers, determining why they are there, and directing them to the appropriate employee. No customer should stand at a service counter for 20 minutes wondering whether anyone even knows they are there. Eyemart Express has some definite strengths. The frame selection is very good, and the actual production turnaround can be fast. However, requiring three trips because the payment and completion process was not clearly communicated takes away from the convenience of a quick-turnaround service. My main recommendation is simple: explain the entire process at the beginning—from payment, to when production starts, to notification, to final pickup. A quick turnaround is most valuable when the entire customer experience is also quick, clear, and organized.
• SS

  sarah starr

  Sep 20, 2026
  5.0
  I am very pleased with the glasses I chose and the service I received. Have already told other how happy I am and how quickly it all was. Well buy from here agt
• MM

  Matthew Ma

  Sep 1, 2026
  5.0
  Highly recommended! Rapid delivery! 5-star quality service. The selection of glasses is excellent, and the fit is perfect. The team was incredibly helpful!
• RF

  Randall Feineis

  Aug 2, 2026
  5.0
  The Eyemart Express team was fantastic and I had a bit of luck. I was in from out of town going to Colorado to whitewater raft when I realized I only had 1 contact. They had a last minute spot open up and were able to get me in fro a quick and thorough (not sure how they did both but they did) eye exam and save my trip. Thank you so much. 🙏
• EB

  Emily Broschat

  Jul 30, 2026
  1.0
  Extremely disappointing experience with this office. My husband had a great experience with the Optometrist, but outside of him, the staff had poor customer service. I understand you can have busy times or feel stressed, but you are driving away customers with the way you treat them in person and on the phone. Kindness goes a long way!

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