SEARS Optical

I generally don't "neg" places. I've been a customer for nearly a decade, but my most recent experience has been very disappointing. Their hours are sketchy and inconvenient. When someone does answer the phone, what is promised never happens. I've been waiting 3 months for my new frames and I have yet to see them. Put them on my Sears MC, so it seems I'll have to dispute the charges. Very very disappointing.
Jul 4th, 2018

Service is horrible. The manager has an excuse for everything. Wait times for glasses are always longer than stated. No calls as promised. Got the frames wrong on replacement of my daughter's glasses. Manager wasn't really apologetic until the series of mistakes...Finally got a little humble... My lenses are showing signs of cracking (?) in the edges. Not sure if its just the coating but it's not worth the hassle to return even though we got the protection plan. You get what you pay for...
Apr 13th, 2018

never again...been waiting a year now for possesion of glasses and they have actually told me 3 times they mailed them to me and that never happened..they have a manager there who is very good at avoiding you..doesnt call back..doesnt answer the phone..was told several times let me check and call you back and of course im still waiting for them to call me back..pretty sure they are hopin i'll just go away but i dont think i will..i either want glasses or my 90.00 dollars back for the transition on my glasses..what is the problem?? and cant you just tell instead of trying to avoid me all the time?
Oct 14th, 2017

I went to the Sears Optical in Manchester, NH (located in the Mall of New Hampshire) over eight weeks ago, for a contact lens fitting and to receive a new prescription. $150 and two months later, I've yet to receive my trial lenses in which the validity of this new prescription is contingent upon (so, of course, I can't go ahead and independently purchase a box). Moreover, despite having a genuinely nice staff (the doctor was also wonderful) I've not received a single phonecall or update regarding this debacle. I've needed to call in every single instance, only to be given a vague "we'll call you when they arrive" answer. I've never received a return call when leaving a voicemail, and thrice I've been reassured that their manager would reach out to me by phone only to be met with crickets. While I know this is chiefly on the manufacturer's end with regard to the delay, the heightened pricetag of the visit coupled with the zero communicative efforts from Sears Optical have made for the worst customer service experience I've ever been on the receiving end of. Honestly, I would recommend you bring your business elsewhere. I tried not to be pretentious or dubious in my choosing Sears to procure a pair of contracts. Well, I'm certainly regretting it now.
Sep 6th, 2017

If there was an option for ZERO stars i would have chosen that. I'm going to preface this with the fact that I purchased my glasses from them in July of 2015. They originally came with the wrong prescription, but they had simply not asked whether they were for reading or seeing when they ordered and it was quickly addressed. Fast forward to July 2016 the frames broke. I brought them back to the store and they offered to replace under warranty for $24 which could take "a couple of weeks". Well, weeks turned into months. I called the store repeatedly and generally got busy signals or voice mail (none of which were ever answered). I stopped by the store every few weeks and most of the time they were closed (during standard hours). On the few occasions I was able to speak to somebody on the phone or in the store, I kept getting varied stories such as "they already shipped" or "they are backordered" or "they were doing inventory so there was a delay". This went on until March of 2017 (8 months for those counting). I finally got a hold of a human being there who told me to come in, pick another set of frames, and they would just order me a new pair. I did so in April. Well, it is now June and the glasses are STILL not in. Again with leaving voicemail to no avail or speaking to somebody who promises to look into it and never does (or visiting the store only to find them closed again). I found out the store is owned by US Vision (not Luxottica, who owns most of the stores) and was able to get a US Vision rep to assist. They told me that my original frames were in stock but they needed to confirm with the store about ordering them. Two weeks and US Vision has been unable to get a hold of anybody working in THEIR OWN STORE and the CS rep from US Vision is still waiting on a call back from the District Manager. The last person I spoke to at the location swears that the glasses were ordered but even US Vision can't see the order. So now I'm going on a full year without glasses from Sears with ZERO effort on customer service. US Vision corporate has been great and has offered to send me a complete set of glasses (not just frames) but they still need to verify with the store. Go ANYWHERE but this place. Avoid like the plague if you ever want hope of getting glasses. They don't deserve to be in business.
Mar 26th, 2017