Eyemart Express — Local services in Las Cruces

We are new to Las Cruces. We already had our prescription from California, but needed the prescription filled. The first time we went in, my son and I found the glasses we wanted and took them to the register and were told that their computers were down so they couldn’t currently do anything, but if we left our number, they would call us back when the machines were up again. I thought that was very nice, but we opted to just leave and come back another day. The next time we returned, there was a line of people at the register and nobody helping them. I was number 4 in line. It was a while before someone realized that there was a sign in sheet, The 2 employees were helping other people fill their prescription, and welcomed everybody in and told them they would be with us soon, but never asked anybody to sign in. Once everyone realized there was a sign in sheet, we all signed in and took a seat. Helping someone with a prescription takes at least 30 minutes each, sometimes longer. Since my son and I already had our glasses picked out from the last trip, we grabbed them off the shelf and had a seat at one of the tables. A lady in front of us in line still had to find her glasses, but was also seated at an empty table before any of the two employees were done with their current customers. There were people just sitting in the back of the room, waiting to pick up prescriptions that were already filled. Eventually an employee was done and was randomly picking people to help, NOT calling names off the sign in list. In the interim, people were still coming in, and were being helped right away and other people were being skipped over. Eventually an employee helped me and my son, before The lady that was in front of me on the sign in list. I kept looking at her feeling bad, but my son had a guitar lesson at 4:00 and we walked in at 2:32, so we were on a time crunch. We had 2 prescriptions to fill so it took longer. We were there for a total of 90 minutes from walk-in to walk-out. I joked with the lady before us that hopefully it was her turn. I can’t believe she waited that long. She made comments showing her disapproval for having to wait so long, but she was funny and kind to me, yet people that were before her were STILL waiting for their names to be called off the list.

I was SHOCKED to hear that our glasses would be done in an hour. We’re not used to that in California. So that was great. The customer service that we did receive was nice. I didn’t like that the lady helping me didn’t tell my that they were out of network for my insurance. My insurance pays 100% but I ended up paying $200 for mine and my sons glasses, and when I asked why AT THE END, she told me they were out of network. I think that is something they should tell you up front, but maybe I’m wrong and it’s up to me to know. 🤷🏾‍♀️ Anyway, when we went back to get our glasses, it was the same old song and dance. 2-3 employees working, and a line of people, and I was afraid I was gonna have to wait to pick up my glasses, longer than it took to fill my prescriptions. We were in another time crunch, so I wasn’t willing to wait, but right before I had to leave, they called our name. It was only about 20-30 minutes. Again, the employee service was good, but they were EXTREMELY understaffed every time we went, especially in a time period where everyone is trying to get their last minute insurance benefits filled and taken care of. I didn’t ask if or why they were understaffed because I’m tired of everyone’s “Covid “ answers. Overall, when it’s time to get glasses again, I will DEFINITELY try ANOTHER...

I was told (on my third trip to get them corrected) that (it was user/owner error) and that in order to see through my Progressive glasses I NEEDED to adjust them on my face (NOT move my EYES, OR my head but move the GLASSES) for my prescription to be adequate for viewing!!! REALLY??!!! This is NOT my first pair of Progressive eyewear!!! They actually used BOTH of my insurances that I had access to so I am STUCK with glasses that are NOT adequate for an entire YEAR or come out of pocket for a complete new pair somewhere else!!!! LAST TIME I WILL ALLOW THEM TO PLAY AROUND WITH MY EYESIGHT! Oh and I was also told that the machine that actually reads your eye glass prescription was not accurate (funny the first time it read the glasses they were right on with the exception of me ONLY having less than an eighth of an inch of Bifocal in them). You only get one pair of eyes... be mindful of who does your eyewear!!!

Update... went back to allow them to fix them OR refund them (I already bought another pair somewhere else mind you) And when I walked in the female Stephanie, that was sitting assisting another customer decided to talk across the room to the lady that I was talking to trying to tell her (what she has already told me my last visit) I advised her to tend to her customer. The initial female, Gio (that measured me for bifocals, but put me in progressives, with the wrong measurements, which started this entire ordeal totally ignored me waiting, when asked by her coworker, IF she would check on the status of my glasses an hour and a half into my wait). Maya was awesome and Emerald was patient and professional too.

Just...

This place takes wayyyyyy too long. Waited an hour until I finally got seen by the dr. Then next door takes even longer. They make you sign in on a list but don’t even have a good system. When I went to only pick up my glasses that were already ready I waited an hour to get them. I don’t know why they have the people on the pick up list wait when it only takes a couple minutes to hand out their glasses. There was so many people waiting just for pick up and this girl was just walking around then decided to throw the trash out and stock up the frames. People waiting were looking at her like are you serious lady. I don’t even know why they call this place “ Eye mart Express” more like Eye mart Delay. Also when I got home I noticed I didn’t have my ID and I swear I don’t remember the lady handing it back to me. I’ve looked everywhere it could possibly be and I called them and they said they didn’t have anything, I always have my insurance card and ID together and I only found my insurance card in my wallet, so I really do feel like they have it there or lost it because it’s no where to be found at my home! Also the lady who helped me was being very rude because I was taking my time looking for the frames I wanted. For my insurance they had a deal buy one get one 40% off. I asked her how much the 80$ frames would cost with the 40% off and she told me 85$ and I’m like that doesn’t even make sense 😂🙄 so I didn’t need up getting two frames I was just so frustrated with how rude she was being so I left. Definitely gonna be my last time...