My 5 year old son is autistic and has speech delay. Unfortunately, I will never return to Eye Q Optical. They advertise on their website that they service children. We first went to Eye Q when my son was 2 years old. They used to provide great service and was amazing with my son. The older gentleman...I guess was the previous owner...was an absolute gem. The lenses I have purchased from Eye Q have been the most accurate compared to other places I have tried. The prices are not bad compared to other places. But, over the years, with mgmt changes, the service is not the same.
I went recently to get my son's annual prescription filled. They told me that they carry Tomato and Dilly Dally eyeglass brands. But when I went to the store, they had ....4 or 5 frame selections between both brands. I should have left then. My son picked a pair of dark blue Tomato frames from their very limited selection.
I then notice that they did not take my son's eye (PD) measurement. I thought that they had taken it a week prior when my husband took our son. But when I called to ask, they stated that they could not take my son's eye (PD) measurement because my son was too hyper. Granted...he was. Anyone with an autistic child knows the struggle. Other places are I went to were accustomed to young children, so they give a toy and have patience. Anyway.... Eye Q did a visual "guestimate" of my son's PD measurement. I have been to other places. The staff all managed to get his eye measurement with the machine. My son has speech delay, so he cannot communicate whether his glasses are blurry or whether he is having other issues due to incorrect PD measurement. When I spoke to them about taking my son's eye measurement, Eye Q stated that there is a 1 year warranty on the lenses. If there is a problem, I can have them corrected for free.
Eye Q also stated that they must send out the lens scrip to be filled externally since the lens is a 7. They could not fill the scrip in house. That was fine. I receive a call around 2 - 3 business days later stating that the glasses are ready. I go today to pick up my son's glasses. The glasses were in a plastic bag. When I asked where the kit is that typically comes with Tomato glasses, they stated that no kit comes with the glasses. I have purchased Tomato glasses previously. They always come with an eyeglass holder and a kit containing extra screws, screwdriver, extra nose pads, etc. They told me that they would need to "call the other store" to inquire whether they have the Tomato case. I could come back for it. I declined. Then they gave me a Nike case, strap, eyeglass cleaner and a cloth. Now that I have the glasses home and can examine them more closely, it seems that the glasses are used. The adjustable part of the arm that goes around the ear slips off way too easily. It is not secure at all...even for an adjustable arm. My son's prior Tomato glasses were secure....because they were new. I also notice what seems to be scuffs on the adjustable arm.
If you have small children with special needs who need safety glasses, this is not the place for you. It is important that my son is happy with his eyeglasses and that they are new. My son yelled when he tried on his new glasses and refuses to wear them. Granted, this could simply indicate that my son wants a different style frame. But Eye Q is not honest about their children's safety eyeglass selection. This is a lesson learned.
Update 3/29/25: Just met with the store mgr. He was late. This was an indication of how things would go. He refused to issue a refund for their faulty glasses and their poor service. Instead, he makes up some lie about all Tomato glasses needing UV glue. If the arms are glued down, they are no longer adjustable. He then arrogantly states that if I was unhappy with the assortment, I should not have made the purchase. As for them not taking my son's PD measurement, he attempted to lie again stating that they took it. I clarified that this was in 2024. Steer clear. read more
