I am extremely disappointed with the customer service at Eye Care by Design. They have been completely unprofessional and have not kept a single promise regarding deadlines. It has now been over three weeks, and my husband still has not received his glasses or his contact lenses. Every time we call, we get a different excuse and no real answers. There is no urgency, no accountability, and no follow-through. We trusted them with our eye care needs, but this experience has been nothing but frustrating. I would not recommend this place to anyone until they seriously improve their communication and reliability. read more

Went in for a eye exam and all of the employees are very nice, but after my eye exam I was told my insurance would get me 6 months worth of the new weekly's that they told me I should use. I normally use 1800 contacts because eyecarebydesign is always so expensive, but with this price I thought why not. After a month and a half, they finally came in. Only three months worth of contacts were given to me. So I called and told them, this is when they tried to convince me that 12 weekly contacts is 6 months worth. After I finally got them to agree that it's only three months, they said they must have misspoke telling me 6 months and that I can only get three. This isn't even going into the fact that the weekly's that they put me in can't last more than a day before non stop sticking to my eyes. It's a shame because when I was a kid I remember this place being so nice. read more

First, they kept saying my glasses weren't in so finally I went to the store to check in person. Miraculously, they found my glasses and they had probably been there awhile. When I tried them on the clerk was doing her best to get me to hurry and leave. I would not buy from this place again. read more

I was fine with the service but the prices were outrageous. They only carry the top name brand frames and they are even nice just expensive.

Soooooo I had to wait to post this review. I had a first time eye exam at this office. The eye assistant that was with me and was a complete JEWEL was so great and I hate that I forgot her name. Managers please look at my chart to see who she was so she can be acknowledged. Dr. Pruitt! He was amazing and I was so happy that he was well versed in Ocular Myasthenia Gravis. He was patient and the best eye doctor I have visited in my 58 years on this earth. Fast forward....I was sent to the waiting room and was told to sit with "Tori" to pick my glasses, etc. Tori was in my opinion OVERLY pushy trying to get me to get a second pair of glasses, she doesn't listen but instead pushes the deal of the day I guess LOL. It became so overwhelming that I told her I would just leave and call in the morning and decide. I swear she almost gave me an anxiety attack. I have worked with customers, patients, etc for over 30 years in different industry..The BIGGEST gift you can give the person you are servicing is your EAR and PAY ATTENTION TO WHAT THEY SAY THAT THEY WANT. I wouldn't recommend this place to purchase eyewear if its always like this (And my daughter reminded me that I would get a better deal at Costco which I did thank God) but I definitely enjoyed my eye exam especially as it was virtual and very impressive. read more

Somewhat satisfied with exam and glasses, but not the price. I used this place because it was listed in my choices for my insurance supplement. I had 20 choices and picked the wrong one as far as prices go. I'm out of pocket over $970.00. My Social security supplement paid another $400.00. Just beware if you don't like high prices. read more

EyeCare by Design Martinez, GA Because I worked, with the public, for many, many years, I always try to be patient and give the benefit of the doubt to the salespeople. At the same time, though, I absolutely believe that there is never any excuse for horrible customer service and/or failure of the company to do what it's supposed to. Any one, of us, who has ever been in business, knows that without one's customers, one ceases to have a business. - [ ] I went to EyeCare by Design, in Martinez, to have my new eyeglass Rx filled. I chose this place because my ophthalmologist had PREVIOUSLY recommended it. I should have asked for a more current recommendation. - [ ] March 20, 2023, was the first time they filled my Rx. The instant I tried them on, I knew they were very wrong. Nothing was clear and they made me feel as though my eyes were being pulled out of their sockets. I told the salesperson and was quickly told that it was because I had been wearing my regular glasses all day. This was far from being the first time I've had to replace glasses through the years and I knew what she said was not correct, but I left with them anyway, agreeing to begin with the new ones the next morning. As soon as my ophthalmologist office had an opening, I took them there and they immediately discovered that the bi-focal area was positioned at the top of the lens. I took the glasses back to EyeCare by Design and had them done over. (They were t happy, at all, about it). This time, I (nor my optometrist) could tell if the Rx was even filled correctly because there was a thick, yellow film, or something, in the lenses, that when looking through the glasses, made everything appear as if I were looking through a thick, yellow gel. The salesperson had asked if I wanted something that changed the color of the screen (to filter UV rays), and I had emphatically said "NO, thank you! I have to have bright light in order to read small print". So, back, again, to the ophthalmologist, who couldn't believe what he was seeing. I went back to the store, again, to request a refund. I went in, smiled, as I always do, and asked for a copy of my last order. The unsmiling person at the front desk said "what do you need to know about it?" I told her my copy was at home, but I wanted a refund. She immediately shook her head, in the negative, but, with an obviously annoyed sigh, sent me to what was now my third salesperson, a sweet young woman who wanted the chance to "make the glasses over, again and make them correctly. I said thank you, but I'm done; two makings of a pair of glasses, and they're still not even close to correct, is enough of a chance to give any company. She said she would have to go through "procedures" by contacting her district manager who would decide whether or not I could get a refund!!!??? Of course the store didn't have to call for procedures when it was time for me to give them my money. The charge, and my payment, for the glasses was March 20, 2023. I received a partial refund on June 23, but it was short $47.51. Called about that, asked for the salesperson to call me (she never did). I received the difference applied to my card on July 6 - but as I said, I never received an acknowledgment from any staff member. Two additional visits to my ophthalmologist to check the glasses I couldn't wear, 6 trips to EyeCare by Design, plus multiple phone calls and as of July 12, and I still didn't have my new glasses. Normally, I would just comment on their site, but discovered that there is no place for comments, or reviews, for the local store or on the corporate site. That is a glaring omission for a company, and would have been a red flag if I'd seen the lack of it. I didn't go there with a negative or skeptical mindset, but you can be sure I'll look for similar omissions when I do go elsewhere. Another huge red flag, also not seen until much later, is where it's printed on the paper they send home with you - but never pointed out or spoken of while you're buying, or picking up your glasses, oare these words: "No refunds after glasses are made." Really!!!??? How can ANYONE know if their glasses are correct until after they are made? I have put off posting this, since July, hoping I wouldn't continue to feel so strongly about it. However, my feelings still haven't changed and I would hate to see anyone else have to go through what I did. Another thing worth noting, if you're planning on just dropping by, they close an hour for lunch even though it doesn't say so in the hours posted on the door (at least it wasn't when I was trying to get something done). read more

Considering we're still in a Global Pandemic with menacing variants on the rise. I was very taken aback when I noticed that the entire staff, at that time, did not have on masks. Will be finding a new Optometrist. read more

Called 3 times today to try and make an appointment for an eye exam. Ultimately to purchase new frames with progressive lenses as well as rx sunglasses. Each time I was put on forget. The shortest time I stayed on "hold" before hanging up was 5 minutes. Taking my business elsewhere. read more

I was greeted by Katie and she was the best!! They got me in quick and seem to really care if they get it right. This is the most through eye exam I have ever had. The staff is very caring and wants to make sure you are happy with your purchase. i even went back for a free adjustment. All in all the best experience I have ever had at an eyeglass place. read more

There aren't enough ways to say thank you to Tiffany. She went above and beyond for us. Everyone was helpful but Tiffany was so much more. I appreciate the follow up, genuine concern and outstanding customer care! Awesome experience with this establishment. read more

I've been going here for 4+ years but they been getting slower and slower. I made an appointment for my annual exam and got there on time but ended up waiting an hour for the appointment to start. That plus the actual exam time made it too late to sit down to review lens options for my new prescription. I returned the following week to go over lens options for both my regular glasses and sunglasses. It took two full weeks for the lenses to come in. I came in the same day they called me to get both my glasses fitted with the new lenses and was told a one hour wait. It ended up being one-and-a-half hours. The sunglasses had a glare or reflection in the main viewing area that the staff person said was probably due to the florescent lighting. I went outside, no, the glare was still there but at this point I'm thinking about all the hours I've wasted waiting on One Hour I'm just ready to leave. Throughout all these experiences the staff are friendly and slightly apologetic but everything just takes too long. When you look around the waiting area (and you will definitely have time to do this) there are people rushing around the whole time. Seems like they have too much demand but not enough staff or proper scheduling to accommodate the demand. As a counterpoint, my wife and kids went to Orbic Eye Care last week: got in for eye exam the same day without an appointment, their glasses were ready in three days, and they were able to pick them up without waiting more than a few minutes -- and this all occurred within a one week time span. I'm going there for my next year's eye appointment. read more

Most of the Staff are friendly and they try. Prices are extremely high!!! I paid very close to $600.00 for my glasses plus they billed my insurance some. I did not get fancy designer frames but I did order some special features. No way near enough to warrant that extreme price but I needed glasses so I bit the bullet. I had to call the store to ask if the glasses were in yet (past the time I was told), apparently they had just come in that morning ??? Fitting was good. I leave store and go home only to find my glasses are missing the Transition feature I paid for. I now have to take the time and waste the gas to return to the store and have my glasses reordered. I am the first to say mistakes can be made but this was three major mistakes: 1. Lab screwed up my order. 2. Quality Control was bad or nonexistent. 3. The clerk I had was so silent, that I was wondering if he was even awake. (I had to ask him what he was doing as he sat there typing away into computer). Do some research before ordering from here. I did not use them for my exam. I used another place that I ran from. read more

It took me 2 and half hours to get in and out of this place despite having an appointment, so I am a little confused by the name. The doctor was friendly, but the staff seemed miserable and not personable. I felt like they just kept trying to upsell me, which is frustrating when you're just trying to get in and out with a prescription. The equipment seemed outdated.The tech signed me up for some "Gold Program" without even asking if I wanted to participate. It was a $10 charge but she insisted I was saving in other areas of my visit. All in all, I doubt I will return. read more

SLOW!! everything is an ordeal. If you want to just go and pick up some extra contacts, it's a 1 hour visit. Staff is cordial, but doesn't care. Take yo r business elsewhere. read more

The staff was less than professional, but what do you expect from a roadside optical store? This included the management who was working Saturday, September 16, 2017. read more

I had an appointment and my paper work was filled out but I waited for over an hour past my appointment time before I was called back. I had a brand of contacts I had been wearing for years and they insisted I try new stuff. I did and they would not let me go back to my old brand instead they told me I could only have daily wears. So frustrated and new to town I just ordered some to get by until I can find a new place. It's been over two weeks and still no contacts. I have called them three times now and they say let me check and call you back shortly and I am still waiting for them to call me back. read more

Friendly staff. Was able to walk in and get a exam without appointment. The service was fast and the Dr was very nice and helpful.

This is about the Bobby Jones location. Never been to the other one. I waited so long (over 1.5 hrs) to see the doctor that I left and made another appointment. Waited that time, too, but not over an hour. Also, something seems to go wrong with my glasses every time and they have to redo them. This time something was wrong with one of my lenses. Once they completely warped the plastic frame and I had to get new frames. Not thrilled with them. Will not use them again. read more

Not one hour optical. The name is misleading. Give yourself 3 hours. It's infuriating when you've scheduled an hou and a half and the process moves so slowly. Nobody has any intent of getting you out the door in an hour. Otherwise it's ok- is suggest that they tell customers on the front end that the process of an eye exam will take 3 hours. read more

Doctors and staff are great. I've been in glasses most of my life and the glasses I received from here are the best I have ever had. I'll be going back when it's time for my next exam. read more

Very efficient, friendly and knowledgeable staff. The prices are more than fair. They even have a special area for kids with the TV set to an appropriate channel. I wish more businesses understood customer service like they do. read more

We have had an overall, horrible experience with this office. It started in February, when my children had an eye exam - the doctor was great, and even caught something that required a referral to a specialist. This is where things went downhill. After the appointment, we tried to place an order for glasses, when an associate informed us that only the exam was covered by insurance, but not the glasses. Figuring there wasn't much I could do, I left, but was also waiting for this referral. What the doctor found in my child, had the potential to be a condition in which his vision was seriously at risk. It took their office TWO MONTHS to send a referral and get us an appointment with a specialist, and this wasn't until after I had to physically go into their office and request they send the referral before I would leave. It was also at this time, that I was informed that the insurance WAS in fact accepted, to fill the glasses Rx. Great, we ordered them on the spot. We were informed it could take 4-6 weeks as the order had to be sent off to a lab to be billed through insurance - understandable. Two weeks later, one of my children received their glasses - great! BUT there was an apparent mistake with the other pair, and the claim/glasses had to be processed again. This other pair of glasses were made incorrectly FOUR TIMES over the next month or so, until the office FINALLY offered to make a pair in house for the inconvenience, at their cost - this was a relief. I arrived the next morning to pick these glasses up, to find that while the Rx was finally correct, they had made them in the WRONG frame. Clearly very frustrated at this point, it did not help matters when the associates were showing me a bit of attitude, in response to my visible frustration. The associate grabbed a stock frame, and fixed the problem immediately. Before we left, she made sure to inform me (in front of other customers), "This is why we will no longer be accepting this type of insurance". Later that evening, the arm broke off of the glasses. I attribute this to the poor quality of the frame, as my child has never broken a pair of glasses in the 7 years they have been wearing them. We went into the office the next business day to have them repaired, and were informed that they were was nothing they could do, because they aren't "covered under warranty". I'm sorry, but I wonder if it's possible that at this point, excellent customer service might trump warranty? We will also never see the pair of glasses ordered through insurance, per the vision center (whom admitted to receiving them) and are unable to order another pair (through another provider) with my child's insurance because this vision center already processed a claim... for a pair of glasses my child will never see. Pun not intended. It's such a shame, because the doctor we saw here was really great. Everything else was totally unprofessional. read more

First time going to the eye doctor... told the girl what i was looking for .....went through the whole process.... was told it would be a certain amount with my insurance. When i finally (and the appointment took hours to get through) got to the front to pay for my stuff the girl tells me it this amount which was more than 3 times what she told me to begin with and the contacts weren't the ones i wanted to begin with. Her whole attitude was to talk loud and try to embarrass me in front of other customers so i would just pay and leave... i dont get embarrassed and now have contacts that i cant use..... This place is terrible and lacks customer service... they get you in and after you spend hours and i mean hours they dont even get you what you want ..... STAY AWAY FROM THIS BUSINESS....... read more

I thought the price was very high and then you wait 2/3 weeks to get the glasses. I too had insurance and still had to pay $350 myself. With this pricing you should be able to get your glasses the same day. When I asked why it took so long I was told they could do that too if they had a lab there. With their prices one would think they could afford to have a lab right there. I believe people don't mind paying a little more to get quicker service. The name "One Hour" is misleading. Two years ago I got my exam and glasses from the store in front of Ross on Wrightsboro road. The service was better, prices cheaper and glasses the same day. I will visit them the next time for sure. I was thinking I would save time since I was right there running errands on Bobby Jones. Lesson learned!!! read more