I needed a new pair of bifocals, since my other pair had broken. I knew they were expensive. My vision plan is only available at some stores and Sears happened to be one of them. I had my eye exam and then checked out the glasses. I had reservations after I had visited with the salesperson. She seemed rather lazy, but I blew it off. After I ordered my glasses I waited about a week and they finally came in. I was excited until I put them on when I got home. They seemed to not sit correctly on my nose and it was difficult to see out of them. When my husband inspected them, he noticed the bifocals were way off. I took them back the next day and waited a week. I picked them up and they alright, so I took them home. They just weren't right. When I had my other pair, I could see out them perfectly. With these new glasses, it was difficult to see out of them. My husband noticed they sat crooked on my face. I had to drive the 15 miles again to the store. The other salesperson there was lazier than the first. She rolled her eyes when I told her the glasses were crooked and the nose piece was crooked. She adjusted them, but actually made them worse. My husband took a look at them and noticed that the bifocals were still crooked! I couldn't afford to keep driving back and forth. I need my glasses to read and for my job, yet I wasn't able to use them for two months. I looked on the back of the receipt and it states the Sears "satisfaction guaranteed" --90 days with receipt and I also checked out the Sears optical website and they also state satisfaction guaranteed. I went to the store, again, and told her the problem, told her my glasses were useless, that it would work better for me to get a refund and go elsewhere for a pair of glasses that would be useful for me. I told her that it was disappointing to spend 250.00 on a pair of glasses that I can't use and that I had to resort to my dollar store readers for the past two months. I told her that I had taken my glasses to two other optical shops and they said the frames were crooked and the bifocals were so crooked they would have to be sent in and have a new bifocal put in. She rolled her eyes and was argumentative with me. That was disappointing because that's not a way to deal with customers. She said they can't just give a refund. They have to try to correct the problem. I told her that it 's not acceptable for the glasses to come back the first time with crooked bifocals ( I have never, ever had that problem at any other optical shop) and worse yet, to have them come back "fixed", but still crooked? I just told her Sears already tried to correct the problem once, and I'd prefer my refund. She said "well, I have to take 25% off for a restocking fee IF the district manager approves a refund because the lenses are no good to anyone else." Hmmm.. I told her that the lenses are no good to me, let alone anyone else and the glasses were useless. I also mentioned that I'm not paying 25% restocking fee when I have to return a product that is defective! It's not like I was returning it because I didn't like the color. She was very rude. Finally, she called me back several hours later and said she could give me a refund. Yes, another trip the store, but worth it for my refund. Now I have to hope she was capable of crediting my card. I should also mention that the receipt Sears optical uses is the same receipt the rest of the store uses. According to the back of the receipt "satisfaction guaranteed or a refund or exchange." She said they have a different policy. I told her that they should then either use a different receipt and post THEIR policy up. I also had talked with the Sears manager and she said the same thing, that the optical shop just leases from them and that they have their own policy, but the guarantee is "sort of " good, but that it means that they have to work with you on fixing the glasses. I told her that I didn't see that printed on the receipt.
In summary, if you used a credit card to purchase eye glasses and Sears isn't working with you, try the dispute resolution. Don't wait too long because there is a time limit. Contact the Better Business Bureau and let them know, too. I will never purchase eye glasses from Sears again. What a hassle!

On 1/27/11 I had an eye exam and picked out both daily prescription glasses and also prescription sunglasses. I paid for both pair in the amount of $479.00. I was told that it would be approximated around two weeks and that they would contact me when they received them back from the lab.

I have contact Heidi (store mgr) and also Jennifer on a weekly basis since that appointment and have been told that they have not come back. I called last night and was told that they have now been received on 2/3/11 and no one has called. The only communication that I have is when I call to find out what is going on and why it is taking so long. At this point it is comical to find out that they have been sitting in your store for a week when I have been calling for 6 weeks.

When I called and talked to Heidi on 3/3, all that she could tell me was that she was able to confirm that they had been mailed from the lab but could not find a date or what the problem/delay was. She also proceeded to tell me that typically when this happens, she could give me a 25% discount. But that was a delay of 10 days. This is rediculous. She is not in the store today so I have ANOTHER delay in picking up what I have ALREADY paid for.

I would like to see some resolution to this because this happened to my spouse as well. He was with me and purchased a pair of glasses on the same date. He physically went to the store a week later only to be told that they were not available and that they will call. I called two days later and they LIED to me and said that they called and left a message for him Feb 7.

There is not that much activity in that store for these employees to NOT be held accountable for such sloppy service. I could have gone anywhere by now but now I wish I had. This is completely not acceptable to me.

I would like to see some resolution and compensation for this trouble.

It has been over a month and my glasses still have not arrived. I have e-mailed the main company and received no response. The store has not once called me, I have always called them. They were scheduled to be here 5/1 and it is now 5/24. My warranty will be over before I get my glasses. I have been given two different excuses why they are late. I am very angry and took my husbands glasses elsewhere and he's got his back!

I have always put my trust in Sears, so I went to the optical dept for my glasses. My glasses have had a separation of coating from the lens since the beginning, all they do is clean them and hand them back. I went back several times, and again the clean them and hand them back, they won't fix the problem, which is the coating is separating from the glass. It's like trying to see through filthy lenses. Now...my sunglasses, the first pair fell apart in the associates hands, so she got another pair, they fell apart on me, as did my regular glasses!!! So they picked out another frame for the sunglasses which didn't fall apart, but arms spread out so far they nearly fall off. I've taken them back as well and ask that they make them tighter fitting, they too are the same as when I took them in. I've stopped going back because I never get any real help to say nothing of satisfaction. I have an exchange date (for the first pair of both pairs of glasses) of06/29/2009. Granted it's been a while, but as I said, it does no good to go back. The Customer Order number is 450795766.
Thank you for anything you can do.
Dianne Ard
[email protected] - 734-646-7835

I purchased transition lens glasses in November 2008. I returned them in March because the coating on the lenses smeared with white spots that could not be removed. They replaced them and now I have the exact same problem with the lenses. I cannot use the glasses because the coating is again smudged with white spots. I took them back today and the person in the optical dept afffirmed that the coating has once again failed. She offered me a 50% discount-because they are only guaranteed for 90 days. Obviously, after 4 months the glasses fail. So, 50% is worthless to me-since they will probably fail again in 4 months. I think that Sears should replace the glasses free of charge or refund the original purchase price. I would NEVER again buy glasses from Sears, nor recommend anyone else to do so.

We have dealt with Sears optical for several years and have had no problem. The glasses I am now wearing are my old prescription-and are still in fine condition-except that they are not strong enough.