Sears Optical

My wife bought glasses from Sears. The temple broke due to no fault of hers, and they refused replace it for free. In fact, they even refused to order another temple to replace the broken one and told her that she needs to order an entire new frame.



Terrible product warranty and customer service.



Do not shop here.

I would give them zero stars if I could, both for the quality of their eye exams and their complete lack of customer service. I learned the hard way that "you get what you pay for" when you opt for a discount eye exam. To start with the optometrist incorrectly diagnosed my vision leading me to end up having to pay for another exam with a different (absolutely wonderful!) optometrist at an independent eye doctor. Yes, I could have chosen to go back to Sears and have it done for free but after the completely horrible customer service I had to deal with there was absolutely no way that I was going back there and preferred to pay for it out of pocket.



The optometrist and his staff didn't give me the customary wear the contacts for a week and call back to order them that all other companies have always given me and made me order them on the spot. Since I was wearing my last pair I didn't have another choice but to order them and also ordered a new pair of glasses at the same time. They told me a week to ten days for the contacts and my glasses to get in and they would call me when they were. After two weeks I never received a call and decided to go into the store while I was at the mall just to check. The office staff went in the back to "check" and found my contacts, but not my glasses. After another week of no call to let me know that my glasses were in, I called them and SURPRISE my glasses had been there for two weeks! They claim they called me and told me, but they never did and I asked why they didn't give me the glasses when I picked up my contacts the week before and they told me that I must not have asked about them. Why in the heck would I have made a trip to the mall to pick up part of my order and just leave the other part there? I mean seriously are the normal people they deal with that dumb? My mother was with me at the time and remembers them saying that my glasses were not there and it would be another week before they were in. So I made yet another trip to the mall to pick up the glasses and after a long painful fitting process where the sales associate seemed to have no clue how to fit a pair of glasses I gave up and just left with my crooked glasses (the other wonderful optometrist happily fitted them correctly for me in seconds so I don't know what was so difficult).



After weeks of constant headaches and blurred vision I began to suspect it was my contacts causing them and decided to make an appointment with someone different and pay out of pocket to have my vision rechecked and again surprise the prescription I was given was very wrong. I called Sears and was told that all I had to do was bring in my unopened boxes and they would credit me back for them. I brought them in and was told that they would not return anything without the original register receipt (and why was that NEVER mentioned when I called them). So I went home, searched for the receipts and once again returned to this horrible store. I finally got the credit for the contacts and my new contacts will be MUCH less expensive, which is about the only positive I can say about this experience.



I have been in contact with Sears Corporate and they have been very kind and concerned which I do appreciate very much, but while I would still frequent Sears, I would not go back to this Sears Optical location.