the eye gallery

Reviews 3

DA

Danielle Nicole

DO NOT go here if you have a high prescription -- Ive had an absolutely terrible experience. I originally made an eye appointment at the Eye Gallery in July for an exam and with the intention to order my second pair of glasses from the shop. The nose pad on my previous pair broke off so I knew going in that I needed a replacement. The exam was brief and seemed fine... I selected a new pair afterward and was in and out within one hour. However, the problems began while waiting for my glasses to arrive back from the lab. I have a high prescription (-11.25 & -12.5), so Im used to waiting a little bit longer for the lenses to be made. However, I was quoted a two week window. When I called in after two weeks had passed, I was told the lenses were being sent back to the lab as there had been an error. I was about to leave the country on a work trip and asked for them to please rush the correction as it had already been two weeks. It ended up taking three weeks to receive this initial pair and I received them three days before leaving the country. I wore the glasses for the entirety of a weekend with very negative results, leading to headaches and dizziness. The long distance vision in these glasses was blurry and particularly disorienting in the sunlight. I was forced to switch back to my old pair for the entirety of my three week trip abroad as the shop could not get me in for a new exam/to correct their mistake prior to my departure. I sat for a new exam upon my return and it was determined the issue arose from the base curve. Apparently, this was much different in my new pair when compared to my old. If this affects vision, its still unclear why the base curve was not tested for or looked at in the initial exam. The frames were sent away again and I waited another two and a half weeks for the replacement pair while using my old glasses. When the new pair came in the changes to the base curve slightly improved my vision, but over another weekend of wearing this pair, I came to realize that my distance vision while in sunlight came across as very blurry and my eyes were much more sensitive than normal. I called the shop again to indicate there was a problem and the first question they asked was "how do you wear your glasses?" Ive worn glasses for 18 years and Ive always worn them the same way -- on my nose. Ive never been asked this question. I played around with how the glasses were positioned on my face and didnt sense much of a difference in the clarity of my distance vision. I was told that because my prescription is so high there were many different things they could test to see what the issue was -- if it could lead to an issue, why dont they test for these in the first place?! Also, Ive had a high prescription for most of my life, if this is often the case, why have I never had issues with my prescription being correct in the past? I sat for another eye exam with a substitute doctor (the managing doctor was on a cruise for another two weeks when I called for an appointment). He indicated this vertex measurement was indeed the issue yet when they adjusted the glasses in store, there was still no difference in my distance vision. It was only after I said that didnt help that the guest doctor spoke up and indicated he had found a different prescription than what the original doctor prescribed.... why this wasnt deemed necessary to mention up front is unclear. They asked what course of action I wanted to take, suggesting that maybe I switch back to frames more similar to my old pair (none of these similar options were available in store). When I originally ordered, it was never mentioned that the difference in frame size or placement would cause issue with my prescription. I asked for a refund for not only the lenses and frames but the original eye exam. My insurance only allows one exam every two years and Ill still need this exam to receive the correct prescription. I was told that they couldnt refund the exam because the payment was "for the doctors time." This is still unresolved. DO NOT GO HERE!

VE

Vee Henderson

The gallery is decorated very well, however, the service sucks! My husbands original glasses were broken within the first week. I took them back and they said theyd order new frames. --Meanwhile, my husbands wearing his old scratched up glasses, because the broken frames wont stay on his face. --Nearly two weeks later, after they said theyd call and still havent AND after Ive called SEVERAL times to check on the status of the frames, I am met with the attitude like Im the one bugging them unnecessarily . . . This morning, when they told me once again that the frames have been shipped from the manufacturer and I asked if they could track the package, so that we could solidify a date by which the issue would FINALLY be resolved, the sales rep acted like I was having a fit over nothing and told me that it would be a day or two--AGAIN! --Keep in mind that he told me that on Friday too! --I told him that if he could not track the package, I would call my insurance company and request a refund on the whole deal. That didnt seem to bother him, so I did call the insurance company. If the issue is not resolved by this Friday, I will be eligible for a full refund. I have dealt with my local vision care provider for nearly 10 years and only tried this new place, because they have extended weekly and Saturday hours, and because they had really cool-looking designer frames. My local provider has ALWAYS been very dependable and reliable. Now, I would just like dependable and reliable; having designer frames that are broken within the first week of getting them and dealing with terrible customer service is NOT worth it! I will NOT be going back to the Eye Gallery and do not recommend them to anyone who values good customer service and a quality product.

B

b pilot

The extraordinary service I received today is only possible with a business that truly cares about the ongoing wellbeing of their patients/customers. I have been a customer for well over a year and yesterday I fell and my frames broke beyond any reasonable repair. I went into the Eye Gallery today expecting sorry (as I know for a fact that I am out of the years warranty as this is the 2nd time Ive broken them) but I needed to check the "I tried" box for my own peace of mind. John looked up my file and asked me to wait as he took them out the back. I had a glimmer of hope appear. I waited. I waived to Dr Bulos who was in between patients. I wanted to write a review then. He did such an incredible job when I had my tests done. The most thorough and informative eye examination I have ever had with incredible after care advice and help. Back to today. After about 10 minutes John came back with my glasses fixed - flawlessly. I was astonished. I asked. "How did you do this?" (I came in with broken frames with the nuts and bolts missing). He said "We matched them up with your last repair and pulled the parts we needed". I was floored. The Eye Gallery kept my old frames from my last repair for nearly a year in case I needed another repair. I was elated. I now have my glasses working better than ever (they also tuned them up) and Im not out a lot of money even though I am out of warranty. I fully endorse this business and if you need any eye or glasses services please go here. Thank you. :-)