Eyeglass World — Attraction in Chattanooga

I went into the store the 3rd of March to order new glasses, both regular and sun glasses. It took two weeks to get the glasses. The right lens was imperfect and could only see out of the left hand side. They said they would reorder. Another two weeks later the new lens came in. The replacement lens was worse than before. They had to reorder again. This time they got new measurements for my pupils and updated it saying they were wrong the first time. Another two weeks goes by and the replacement lens comes in for the 3rd time. This time not only is the right lens still not right, now the left lens was now blurred and imperfect also. This time, they used an IPad to measure my face, eyes and said there previous measurements were incorrect also. They told me they would need to reorder again! I politely said no thanks and 3 tries and a month and a half was enough. I asked for and received a refund back to my payflex card. This was on May 27th. I called my insurance company to find out how long before I could go to a different eye glass place and use my insurance again after the refund. They informed me it would be 30 days. I waited 6 more weeks to go to Lenscrafters to obtain new glasses, based on the process my insurance company gave me for the reversal of the claim. During the process of buying my new glasses, my insurance denied the claim from Lenscrafters. I called my insurance company and found out that Eyeglass World NEVER reversed the insurance claim against my policy! This has now been a 5 month process of being caught up in this nightmare. I left Lenscrafters and drove over to Eyeglass World to find out what the issue was. Needless to say the customer service was nonexistent. The GM tried to tell me they had process the return and asked if I didn't receive a refund. I told her yes, but not for the claim against my insurance. She told me that they were not responsible for that and it was sent to another company to complete. She could not show me where it was sent to them when I asked to see it. I asked for her bosses name and number, she told me and wrote her name down, Krystal. I called the 800 number she gave me and the first time the number answered they hung up without 1 word being spoken. I called back and spoke with the most rude person that I have ever had the displeasure of having to deal with. I asked her for the DM's name and number and was only given her name, only to find out the name person the GM of the store gave me was not the name of the DM the person on the phone gave me. Obviously the GM was hoping I wouldn't call before leaving the store to find out that once again there was an issue. The person on the phone wanted to know why I wanted to speak with the DM. I told her and was very to the point and at my wits ends of dealing with the most incompetent company I've ever had to deal with. I was told the DM would call me in 48hrs. I left the store and on the way home the same person called me and told me that they considered the case closed and not to expect a call from anyone and the GM did not want me to return to the store. No one told me if the claim reversal was done. No one apologized for any of the issues with the reorders of the glasses. No one tried to make any of this right nor did anyone even say sorry for missing the reversal of the insurance claim. Where they hoping I wouldn't try to get glasses the rest of the year and collect money for something they never provided? I call that bad business, bad customer service and down right deceitful. Just wondering how many times they never reversed claims and collected money they weren't entitled to. I would STRONGLY recommend NEVER trusting this company or location with your business. They obviously know nothing about customer service, building relationships, their own internal processes or...

This was my 1st experience with this establishment and I was impressed with all aspects of the visit.

It started with seeing Dr. Neal (the lady receptionist was also very pleasant) who was very informative and although I didn’t like her diagnosis (I’m getting old😂 and my 👁️’s are getting worse) it was delivered in a very easy to understand and friendly manner.

I then stepped into Eyeglass World (they’re separate but connected) and this is the reason I am really writing my review. As an older male who HATES to shop it can be a little overwhelming with all of the options available on a very large selection of products. I immediately started worrying as I had set my appointment convenient for me to walk in/walk out and continue to work not really grasping how long that initial selection process can take. I didn’t feel confident nor comfortable enough to really know where to start and mentioned to one of the staff at the exit that I had my prescription, was pressed for time, and would return (with my Wife to assist 😊) the next time I was in Chattanooga. That is rare during Eyeglass World business hours when not working as I live in Dalton. I was extremely disappointed as I’m planning travel out West and then to Hawaii and really wanted new and updated correct prescription glasses to help make the trip more enjoyable. The staff person said that Emily had just became available and I still felt I might have time to get to work in time? I took the chance.

BOY DID I GET LUCKY as this young lady and her customer service skills as well as knowledge are IMPRESSIVE! I cut straight to the chase and told her my predicament. Everything I’ve mentioned in this post I told her and she immediately grabbed me an assortment of glasses in various price ranges as close to the style (semi-rimless) I had requested. I would try a pair on and she confidently told me her opinion and that process was streamlined. Then I told Emily what my needs were and she expeditiously explained each option and the pros and cons. She really was super sweet and patient with all the questions I asked and I felt well informed and knowledgeable with her answers. She was so good that I was able to get the pair of prescription sunglasses I had “relensed” on my frame during this transaction as well.

All around it was an A+ experience and based on Emily’s knowledge, confidence and customer service skills I highly recommend those in need of a new pair of glasses to visit this establishment‼️

P.S. Hopefully my wife will like Emily’s recommendation for glasses when I get them 😉😆 and I’ll...

Let me start by saying I have great insurance with Aetna/EyeMed that has never given me any problem with me or the rest of the family for 5+ years. And this purchase was in June, 6 months ago. They have a reasonable selection, but we picked 2 pairs from the "2 for 89" rack and were charged a little over $100 AFTER insurance.... It still seemed like a fair deal for 2 pairs of glasses and my son had spent time picking them out, etc. so I folded a bought them. and they took several days to make the lenses. Even so, I probably would not have written this review except one lens fell out of one of the pairs the next week and was lost. we went back for what I wrongly assumed would be a fairly quick, inexpensive fix. First, they said insurance would not cover the cost. So I asked about the replacement coverage I bought through them.... "Oh", we can use that. Now your cost for one lens is $154. Really? I asked her what it would be if I didn't buy their replacement policy. answer? $160! LONG STORY SHORT, THE "SPECIALIST" SAYS SHE CAN TRY A FEW THINGS, AND give me a discount she can only allow one customer a month, so I should be really happy that the lens is now only $59. So I buy it, and have to wait 3 more days for the lens to be fitted. fool me twice, its on me and all that... Guess what I got in the mail today? A bill for another $60, from their in-store "replacement insurance" carrier. I promptly called, and the person answering heard my issue and told me to call the corporate number on the letter because "they don't keep records onsite" HIPPA me this batman.... I called their corporate office and waded through the same conversation with a very pleasant person whom I apologized to if I sounded put out. 15 minutes later she said she was placing a "special" discount on the balance and would reduce the amount owed under $30. I agreed to pay it because one, its $30. 2, it's not worth my time & the hassle to pursue further remedy. There you go. If you like being misled, aren't in a hurry, and want to senselessly waste your time, get your next glasses at Eyeglass world. ...