Rebecca, was wonderful , helpful, and professionally knowledgeable. Took her lots time with is. We will be back. Price was very fair

Very poor customer service at the East Washington Ave location. First, they had doctor scheduled on a Saturday but didn't realize until 2 days before appointment she wasn't in that day. Today, I went for my rescheduled appointment and due to traffic delays was 10 minutes late. No call from them, doctor had left because "she had things to do". And why didn't I call, their way of putting blame on me instead of apologizing. This tells me the doctor probably left 2 minutes or so after i didn't show, and if I would've been there ok, would have given me a very rushed appointment because "she had things to do". Canceling other family member appointments. ​ read more

This is my experience with this business. First, I entered the business no one acknowledges me for 10 minutes, Finally I am directed to another room where a woman with no personality barely acknowledges me. She nonchalantly spoke another asks if I indicated no. Then I was rudely Informed i do not have an appointment and there's no availability for today. She informed someone had phoned me but she couldn't tell me when this occurred. It's interesting that I never received the call. Lastly, the women behind the desk didn't respond or show any interest in assisting me with this matter. I will not recommend this business to anyone. read more

I had a terrible experience today. Asked for glasses to be made today. Sales agent appears to have no knowledge of creating new glasses without previous RX. Argued with me, I have worked in the Industry for 35 years. I have never encountered a more un qualified person to buy glasses. Kristan was Nasty, short, unprofessional, did not hear the words. Bottom line sales agent was unable to help and as we were walking away Snarky said " Have a nice day". like it is a game. Never again and I will never refer to this organization again, nor will it ever be a choice for any of my post surgery patients. Kristan, your job is not to piss off your customers. read more

Eyemart Express has once again come through for me. The right lens of some glasses I bought there a few months ago kept popping out. I was able to put it back in the frame but a few days later it would happen again. Eventually it popped out and I couldn't find read more

I was in the area yesterday and thought I would just stop in and check out the frames available. As I was doing so I could hear a sales person talking to a family behind me. He kept on and on about how the customer only had one good eye. He was saying they should buy poly carbonate lenses instead of plastic as as the plastic would shatter in case of an accident and a piece could be driven into their good eye and then they would be blind. He asked them whether their good eye was worth $55! I found his approach abusive and very disturbing. When they opted for the plastic he said they would have to sign a waiver stating that he had explained the dangers and chosen not to spend the $55 on the poly carbonate lenses. I left the store and will not be returning. I asked to speak with a manager but none was available. read more

Came here on Saturday to look at glasses, and my experience was pretty disappointing. Waited for 20+ minutes with zero acknowledgment from any of the employees there - not even to say, hey we'll be with you as soon as we can. There were multiple people behind the counter actively avoiding looking at me as well. I'm not a fan of poor customer service, so I'm going to spend my money elsewhere. read more

Hard to pick between 3 and 4 stars. I'm always treated well here, but I have to wonder if I'm missing out on outstanding service somewhere else. Nothing has driven me to leave, but I could go somewhere else... I've been a customer ever since I've needed lenses, so they are all I've known. So, could they be 4 stars? Yeah - maybe they should be. I'd have to go somewhere else to know better though. For a good exam, reasonable prices and nice people - you could do worse than Eyemart Express. read more

Summary: Anyone who uses names other than their legal one should avoid this place (so, sorry Arts, Joes, Bobs, Barbs, Richs, Lizs, Jims, etc. Or anyone who prefers to be called something else other than their full legal name.) Explanation: I have a REAL hard time going out in public, especially alone. I have pretty severe social anxiety and a condition on my face that results in me having to hide under a scarf to feel even halfway comfortable (people are going to stare either way. I rather it be in confusion than in disgust). It took me a couple weeks to get the guts to call, but I finally made an appointment for today. (5/02) So I make an appointment for 14:15 at the Eyemart on Odana to get fitted for contacts. I get in and I have no idea where I'm going. I'm right on time but their exam section is all the way in the back, but it's not really marked and you can't see the desk from the entrance. I see the sign in sheet, but it's clearly for purchasing and picking up glasses and I'm there for an exam. So, with no idea where to go and already feeling like I don't belong here, I wait until someone finally notices I'm standing around looking awkward. After about 3 to 5 mins, someone comes up and asks if I've signed in. I tell her I'm here for an eye exam. She tells me to go in the back where the medical office is. I go back there and the receptionist is on the phone. She's youngish, has long, strawberry blonde hair and a voice that's flat and drawn out like she should rather be anywhere else and actively wished death on anyone who walked through that door. (You know that bored teenager stereotype? I swear it was just like that but a little older. I didn't know people in real life actually wanted to sound like that but there she was, sounding like everything was an inconvenience). So I'm standing there, clearly uncomfortable, and she asks if I've been there before. I said no. Asks if I have insurance. I said no. Another, nicer, short black lady hands me a clipboard and tells me I need to fill out that paperwork. As I sit as far away from the mean receptionist, the nice one asks me my name. I told her I go by Vess, but that my appointment is possibly under "Sydney" (the man who made my appointment over the phone took both). The mean receptionist then leans up from the desk so she can look at me and goes, in her best condescending voice, "This is a MEDICAL office, we use LEGAL names here." She said it so cruelly that I froze. I just stared down at my half-filled out piece of paper and hid under my scarf until the words and tone soaked in and I started to cry. Like, I don't cry a lot, but holy crap that kind of mean-spiritedness was so out of the blue and uncalled for. Luckily, the nicer lady noticed me typing on my phone (I had to text my friends in order to calm down enough to function) and asked if I was finished. I said yes and sat the clipboard on the counter and sat down to wait. (While I waited, the mean receptionist whose name I discovered was "Ashley", answered another call, after which she hung up and muttered to Nice Lady "why are people so difficult" twice. Nice Lady says nothing in response.) When I get called back by nice lady, she calls me Vess. Does tests, etc. Doctor calls me Vess also. Tells me she likes my birthday, as I was born a month before the store opened and that she'd been there from the start. So she clearly has an attachment to this store. I want to tell her about Ashley's behavior, but I'm rattled and don't have the courage. As I'm leaving, Doctor tells me to go to Ashley to order contacts. I am not okay with this but I don't want to cause a scene and go anyways. Ashley's attitude hasn't changed in the slightest. I use my most deadpan voice and don't make eye contact. As I'm paying two hundred and fifteen dollars for the privilege to see, I hand her my card and mentally beg for Nice Lady to save me. Ashley hands back the card. I ask her when I'll see my contacts. She tells me, then says, something like, "Have a nice day, SYDNEY." Is she a sadist?? So thanks, "Ash", for using the name that only the most abusive people in my life have ever called me. (And, by the way, I've lived in Madison for 3 years. Every professional establishment I've been to has respected me enough as a human being to use my REAL name: Vess.) read more

I go to Eyemart express for one main reason... Rob!!!!!! Fantastic!! They have great styles. Rob help me to figure out that my insurance covered more than I thought. I have gotten regular and sunglasses. I'm a happy customer. read more

Everyone here is so incredibly nice and helpful! We had to stay past business hours, but the staff still let us stay and finish finding and buying our glasses. Excellent customer service all around. Would highly recommend to anyone. Don't listen to the bad reviews. This location is very popular so it can be busy at times, but the service outweighs the possible wait time. read more

I once again visited the Odana Road store in Madison and received excellent, professional service. I worked with the store manager to fix my glasses as a screw had fallen out when I got to work this morning. He was super friendly and helpful. Also, I had misplaced the second/backup pair I had purchased here at my last visit shortly after I received them in 2020. I not only had seamless, speedy service but also added one more additional pair for $10. I have a ridiculous story of poor customer service, wasted money and glasses that I could not see through from you competitor.(Stanton) NEVER AGAIN- Eyemart Express is amazing. I would not suggest any other Eyewear specialist before you. I have insurance, but it is still less expensive for me to come to you than to use my insurance! I was so happy with my experience here that I suggested my 85 year old mother go to Eyemart Express. She said: "Thank you for suggesting Eyemart Express. Everyone was so helpful, the doctor was kind and patient and the staff was so helpful". You guys are Knocking it out of the park! KUDOS. Thank you for making my experience and my families Amazing. read more

The staff were terrible. They all seemed like they wanted to leave. I would say they were passive aggressive but it was boarding just out right rude. I have never received such poor customer service before. I would never recommend coming here. read more

Let me start out by saying Eye Mart 4 years ago is not the same company today!!! With the Covid and labor hurting companies they tend to be a busier then they use to be and usually only one employee working with 5 people! So, for the past 6 months I have been trying to get in to Eye Mart West side of Madison Wi. To get a pair of glasses I purchased there and needed adjustment to the lens. But every time I go in there has been a wait from 30 minutes to 1 hour so I kept coming back when they weren't busy. So, on Dec 21 around 10 am I walked in and I will call her (Karen) Real name is LOSER Susan was just sitting in an empty store no one was there and she was on the personal phone and I said very excited there is no one here and I said Hello how are you! She (Karen) mumbled something and then it started!!! She asked me what I needed and I told her politely can you please repair my glassed and she said without looking at the glasses that I needed a new pair!! I said please all I need is a repair and she gave me more trouble by saying that she will take them to the Lab Tech and she said that the Tech will say the same thing that I will need new glasses!! There was nothing wrong with the frames the lens needed to be tighten and cleaned!! Karen went into the lab and came out with the Tech Mike!!! But Mike did start to repair my glasses but gave me the third degree by asking why it took so long to get them repaired and that I needed new glasses too!! But there was nothing wrong with the frame and just NEEDED ADJUSTMENT THAT'S ALL!!! I believe that Karen like all Karens out there are bored and need to fuck with people because someone interrupted their quiet time and that gives them the right to treat people like shit!!! JUST AN OPION! I tried to talk to mike but he kept telling me that I was talking over him and all I kept asking was to fix the lens adjustment Please I was bagging them all!!! The next thing I notice was that (Karen) was coming out of the eye exam area with this wirier little man that was no taller then a 12 yr old boy I will call him (Ken) Real name Robert. This dude came out of nowhere and got within 3 feet of my face!! (COVID) Told him to back off and he then told me I had to leave the store!!! I asked him who he was and like a little kid so proud to show and tell he puffed up his chest and pointed to his badge and said I am the General Manager Robert!!! I told him how unprofessional he was acting!!! He took the glasses that were almost repair by Mike and broke them in front of everyone and told me to leave!!!! I step outside with him while he was still holding my glasses in his hand and held them like a Hostage!! Mine you Robert is not a little Kid he is a 55-year-old man with no skills and acting like a dick!!! Ken went back in the store like he was going to take my glasses and not give them to me! That's when I called he some names and he then threating to call the police and I reminded him of Freedom of speech and he back off and finial gave me my broken glasses back that Ken broke.. I then left and won't be back!! Back to Karen she is the one that started this hole issue!! ALL I WANTED WAS AN ADJUSTMENT OR REPAIR TO A PAIR OF GLASSES THAT STILL WORKED AND ALL I GOT WAS GREIF AND 3 TIMES SHE TRIED TO HARD SELL ME!!! REMEMBER THAT THE STORE WAS EMPTY AND WHEN I WALKED IN SHE WAS ON THE PHONE DOING NOTHING AND WHAT I HEARD FROM THE DISTRICT MANGAER WAS THAT SHE HAS ONLY BEEN THERE 2 OR 3 MONTHS AND SHE WAS NOT GETTING HOW THE JOB WAS SUPPOSED TO BE DONE!!!! THE DM SAID SHE WAS ON HER WAY OUT!!! I am so confused about how Karen the lazy one in all of this started this shit storm because I didn't need new glasses!! WTF Is wrong with people today!!! read more

Thank you Jeff for tightening up my glasses today! Great job!!! read more

I was in on Saturday Labor Day Weekend. I was greeted right away and Daniel helped me pick out some frames and lenses. I ended up waiting until my insurance kicks in which should be very soon, but my daughter was with me and she got new ones on Saturday. It was a very pleasant experience. She said to me that her lenses are working because she could tell he was good looking- in front of him. She's always embarrassing me. Very happy customers, thank you Eyemart read more

Great experience today. Dan was very helpful and went above and beyond. We were in and out with two pair of glasses in less than an hour.

After getting two pair of multi-focal glasses here, I returned to order contact lenses. Due to my peculiar prescription, only one company in the nation even makes lenses suitable for me. Bethany was most helpful in ordering a year's worth of lenses, and answered all my concerns. Very pleased with this store! read more

This place sucks!! I brought in on multiple occasions my own frames to put new lenses in and the shop said they wouldn't do it. So I brought more frames in with the same frustrating outcome. I decided to try the other location in east Madison just in case the staff at the Odana was just being jerks. Sure enough the other location had all my frames with new lenses in them with in the hour. No hassles, no run around. So if you want to go to a eyemart express and not wait 20 minutes to be seen and have a staff that will actually help you, go to the east madison location and NOT the odana dr. location. read more

I have been going to this location for several years, although after my last experience, I won't return. There has always been an air of pish-posh snobbery here at EyeMart Express, and why, I can't begin to imagine. The staff never says hello when you enter, perhaps they're overworked, or just having an off day, either way that is just not acceptable. Furthermore, I agree with the previous reviewer about the "nickle-and-dime" culture they seem to have going on here. They will seriously do anything for a buck. Dr. "Funkhauser" herself has always been quite nice, but I'm afraid she must direct her staff to squeeze every penny out of patients. Why else would they act this way? There is clearly a deeper public relations issue going on here, and it is also clear that this location must address how they are being perceived- or many once loyal customers may do like I did, and go elsewhere. read more

Eyemart Express and the Funkhouser staff offer horrible service and will try to nickle and dime you every opportunity that they can. They won't offer an explanation, they'll just be rude and insistent. read more

Thank you Eyemart Express! I am a first time eyeglass wearer. I won't bore u with the details but it was a challenge due to insurance and what not. Ava helped me pick out my frames and was very patient Joel took over from there, for me anyway, and helped me get what I needed. the place is busy! The employees at Eyemart Express take care of their clients as quickly as possible, have always been friendly, despite their work load. Thank you for your respectful helpful service! The price was in line as well! read more

I really want to like EyeMart Express, but their glasses are cheap. The lens coating chipped off after a year 1/2 and I was told "that happens" - as if the lenses are so cheap that the techs expect them to fail. When you express disappointment, they don't try to make it better. I'd rather go some place that cared if I was satisfied or not. I guess I'm out a couple hundred dollars then. Thanks! read more

Fantastic service! Walked in at ten minutes to closing and walked out with two pairs of children's frames in less that 30 minutes. They went way above and beyond. They made my six year old happy, which makes mom happy. Will definitely be coming back. read more

I went in on Friday to replace a pair of glasses that I had lost; the sales associate asked if I needed help, I explained that I had lost my glasses and was looking to replace them with them - she got excited and said that because they were lost, they'd actually be covered under the 1 year frame warranty. But then seemed to realize her mistake and asked "did you lose them or are they broken?" I explained further that I had lost them several weeks ago and have been wholly unsuccessful in finding them. She then corrected and explained that the warranty only covered damage, not loss. (Please don't get my hopes up for free replacement when I had clearly stated that they were lost, not damaged, when I first started talking to you.) She was able to get me going with a replacement pair. Fine. Skip ahead to the following Monday morning, about 60 hours after I purchased the replacement pair - I inexplicably find my original pair of glasses that I had given up on ever finding again. I check the Eyemart Express web site, their FAQs page has a section dedicated to Returns, including the following: "How do I Return My Glasses? "Simply return to the store where they were purchased or just give us a call at 1-888-372-2763." Relieved that I'll be able to get my money back, I head to the store where I purchased the replacement pair. A sales associate sees me walk in and asks "How can I help you?" I say "I'm here to return these (glasses in the case they were given to me in on Friday) because I got them as replacements for these (glasses I'm wearing) that I lost, but I just found them this morning after not being able to find them for weeks and weeks." Without missing a beat, he simply says "We don't do returns." To which I respond, "According to your web site you do." Undeterred, he retorts with: "We don't do returns. But you can talk to the manager." "I"d love that." He goes in the back, finds the manager and brings him out, explaining to the manager that I want to return a pair of glasses. The manager stops to check his cell phone that is charging on the counter behind the registers before asking how he can help me. I explain my situation to him. He says "We don't do returns." I reiterate that the Eyemart Express web site clearly indicates that his store does, in fact, do returns. He apparently checks the web site for himself on a computer behind the counter and states, "You're right, it does say that. If this was my business, I wouldn't accept returns. But fine." Then he takes the case with the glasses and chucks it into a bin under the counter, without even checking the glasses in the case, processed my refund, and I left. How do you not know that the facility you manage offers a fairly basic customer service such as returns on the items that you sell? I understand that returns on glasses probably aren't particularly common, but to be so oblivious that you have to check your company's web site to know that you even do them at all? I've been to this location before, and had to deal with super slow service, but I went back for the convenience of the location. But this takes the cake and is why I had to leave a full report of my experience. read more

I have been getting glasses from the eyemart express for years. had trouble with getting added a warranty added. waited on hold several times to talk to the supervisor, Jerlean or something like that. finally got to talk to her and she is snarky . when I told her that my benny card co said that this was an illegal charge, she asked me if it was illegal the last few times I got glasses. check your receipts! when she used a smart assed tone, I swore and she hung up. I tried to call back for 15 minutes to apologize, and they would not even answer. I called the Madison east store and got my refund, Lucas and his staff were great. west sucks,, I hope she gets the lesson and becomes unemployed. thank you. read more

Just called them to make an appointment and was hung up on. So I went to their web page to talk to them about this and got the same treatment from them as well. Whether your company does the exams or not to hang up on a customer or potential one reflects badly on them. I am a reasonable person but if their business is so good that ignoring or hanging up on people is the accepted norm then you don't need mine read more

I went to Eyemart Express on Odana Rd. last year. My old glasses broke and they advertised that you would get your new ones in the same day. Four days later they were still monkeying around with my glasses. I don't know why, but I had the impression they were playing games with me. One of the other reviewers said there was an air of snobbery at this store. I definitely can agree and why I don't know either. At one point I needed help and one staff person was straightening shelves while I waited at the counter for someone. Finally when someone came along and helped me the price of the glasses changed twice. I should have protested, but I needed them and they knew it. They were going to bleed me in my hour of need for all it was worth. Since then I discovered that the glasses do not have the anti-reflective coating for which I paid. Will I go back? NO, NOT FOR A MINUTE, NOT EVER! read more

This is false advertising. I ordered lenses to insert into my current frames. The lenses cost $400! And, I have to wait ten days to two weeks! Why do they advertise 24 hour service and 2 pair of progressive lenses for $79.00? Of course, they gave me every excuse in the book regarding price and timeline. Next time I'll go to UW Optical. At least they stand behind their product. I was hesitant to order them and should not have. Live and learn. read more

On August 31, 2020, I went to my local Eyemart to see about getting a new pair of glasses. Their commercial says they carry "designer" frames. There were a total of about 20-30 of these. Very disappointing. I did find a cheap pair. My insurance allowance was $150 for frames (I pay for good vision insurance). They would only allow me to get the ONE $69 pair. I was not allowed to get two pairs, as my insurance allows. I wanted anti-glare and also glass lenses. I paid $123 for them and was "PROMISED" the frames by today, September 14, 2020. I called today and they are now saying it 'may' take another FULL week or TWO?!!! Because *I* wanted glass lenses?! When I asked what the manager of the store does for patients who's glasses don't come in by the promise date, I was met with "umm...well... hang on". I was put on a long hold twice, and finally told, "umm...yeah...well... its because you want *glass*". ARE YOU KIDDING?!! I never would have spent my money there had I known I'd have to wait longer than 10 business days (which is exorbitantly long), I was told it could possibly be 10 MORE?! These people are NOT up front, and they have very few designer frames in the stores. My family and I will not be back. SMH read more

Had a great experience with Rosanna. Arrived 30" before closing for a quick browse, left with 2 new pairs of glasses ordered and ready the next day. Rosanna gave good recommendations on frames and graciously stayed a bit late to process the order. read more

I don't wear glasses all that often so when I saw their $38 frames and lenses deal for two pair I was intrigued. Well for that price the selection is very limited. That was fine with me I have a bit extra to spend on nicer frames. So when you go that route your second pair starts at $10 for a $39.95 pair of frames and lenses. When they brought me my total it seemed a little high so I asked them to itemize it for me. Well it turns out the total discount didn't even cover the cost of the lenses which were suppose to be included in the price of the frame. For each pair the lenses cost $49 but I was only given a discount of $89 off the total. I also had a second pair on there that there was no discount for the frame. if I could get a $39.95 second pair for $10 why wasn't my $69.95 pair also discounted $30 like all their signing suggests? I believe based on their advertisements that I should have been discounted roughly $130 but no one could explain to me why it was only $89 which didn't even cover the lenses so I left never to return again. Save yourself the time. read more

I went here today and had a great experience. They were busy, I waited patiently, didn't need to be acknowledged 50 times, once was enough. Was in and out in an hour, picked 2 new frames with all the extras and paid $100 less than I did for exactly the same thing with my insurance at Visionworks. I worked with the manager, he was great. seemed pretty efficient. He was working with 2 other customers at the same time and I got helped pretty quickly. I wear progressives so I have to wait 2 weeks to get my glasses, if anything with my experience changes then, I will update my review. What I see with the previous reviews of this place seem completely unfounded. read more

Excellent service and very nice. I had an emergency and called last min on a Saturday. They were really busy but they still took the time to squeeze me. They were very helpful. I don't wear glasses or contacts but I do recommend them if you just need a regular eye exam. read more

Stay far far away from this place! Holding my daughters contacts hostage until i pay for my replacement frames. They have the frames, i dont. The price they want now is double the price i was quoted for the frames read more