Eyemart Express — Attraction in Bend

I went to EyeMart Express 2 months ago with a prescription in hand to get new sunglasses. I’ve been back a total of 4 times (not counting one time when I went and they were still not ready) and I still have sunglasses that are unusable. As you can see from the picture, the polarization in the right lens is about 45 degrees off. Below is a detailed account of what has happened so far.

While I was there the first time, their machine broke and so I was told they’d likely be ready in a few days. 2.5 weeks later, they were finally ready, but when I picked them up and tried to drive home, I couldn’t see anything. It felt like the world was a hologram. Cars were transparent and I had double vision. I turned around and went back and the employee who helped me said the lenses were installed wrong with one of the polarized lenses tilted 90 degrees. She said their machine was broken again so they’d fix it soon.

Another week goes by and I am notified they’re ready. I go back and it’s the same thing, double vision, maybe slightly better? But I couldn’t see the distinct outline of objects and things in the sun glowed like a hologram, still had double vision. I went back in and told them something wasn’t right and the manager tried to convince me that it was just the polarization and I wasn’t used to it. I tried to wear them for a week and it was giving me headaches and I could not see, it was clearly wrong. I went back a week later and asked them to fix the lenses. The person who helped me immediately noticed the tinting was obviously off and offered to have them redone from scratch. I picked them up 20 mins later and it was a big improvement so I left thinking I was happy. But then I started noticing certain things again would sort of look transparent depending on the light. The pictures attached are of my sunglasses in their current state. The polarization in the right lens is again tilted about 45 degrees and is not correct.

If this was the first time I had this issue, I’d be (and was) forgiving and understanding. But for this to be my third time trying to have this issue corrected and they are still giving me sunglasses with the polarization off??? This is getting ridiculous.

This company clearly has a massive issue with quality control. Their machine seems to be continuously breaking, they try to convince customers that it’s actually the customer’s issue. It was truly unsafe for me to be trying to drive with my sunglasses in their original state when the manager tried to convince me I just needed to “get used to it.” She even asked me to bring in my rx sports sunglasses to test them to see if I was correct that I’d used polarized lenses before. This is not an issue with me not knowing what polarized lenses look and feel like. This is a quality control issue that the company has thus far been completely unable to resolve, 2 months later.

I would absolutely not return here and not recommend anyone else come to this business. If I could have given zero...

I actually had a super awesome experience here: I always say I’m going to post when I have good experiences but never do-but this time was special. I arrived early to fill out paper work and after I did that I was let right in to get the ball rolling. After my eye exam I went to pick out glasses and while I was waiting to look at glasses, because, you know-covid, or whatever ...there was this EXTREMELY irrational woman wearing coveralls just harassing literally every sales associate in the building about some nose pieces that she needed fixed. The woman clearly did not have an appointment but the whole time she was complaining was talking about how she was going to be late to another appointment that she had and she had to drive 80 miles to get to Bend...sounded like bs to me. But seriously bless these angels of sales associates and the GM - I think her name was Melinda? because I have never seen such patience in customer service. I’m from the east coast and I swear that woman would have been asked to leave early on in that conversation with her barbaric, Neanderthal mannerisms she came in with. Once she finally left, Mel got me right in and taken care of and she gave me an honest opinion about my frames. I got my frames/prescription done in exactly 17 minutes-seriously unheard of. I love my glasses, My experience, being able to see. So happy I found this place and you’d literally be nutty to not give them...

After years of buying glasses at Costco, my husband, tween son and I all went to Eyemart Express in Bend within a few days of each other, and our experiences were consistently of the highest caliber.

Dr. Vogel was warm and friendly and discussed multiple strategies for improving my reading abilities, including the novel idea of reducing the strength of my contacts (astigmatism) to help adjust to computer work and reading, and so far, the suggestion has made a huge improvement for me.

Scheduling and the pre-exam testing we're handled by Parker, who was very friendly and professional, as well as so kind as to share my test results with my 5 year old son who was tagging along with me.

The opticians we're equally friendly and patient while I tried on half a dozen possibilities and asked for their opinions, before settling on a pair of tortoise shell frames. The selection of available frames was vast and very reasonably priced. They have a small selection of designer label frames, but the emphasis of their offerings was clearly on good value rather than social status.

The glasses I've received we're high quality and the opticians we're careful to ensure a good fit, regardless of how many tweaks it took to get there.

All in all, it was a refreshing experience in an era of deteriorating and impersonal customer service. Our family plans to continue using Eyemart Express for all of our vision-related...