EyeQueReviews of eyeque.com

Response from EyeQueDec 22, 2020

Dear D.R., Thank you for your feedback; we do make it clear that if you suffer from any eye health issues, that our refraction devices may not work for the customer. If you haven't, reached out to our support team, please do so we can further discuss your options for return or to see how we can help you.

Response from EyeQueDec 22, 2020

Dear Greg, Thank you for your feedback; it helps us determine areas in which we need improvement. Our customer service representative is still awaiting a response from you from the 15th. It is possible that our response went into your spam filter. The rep will respond to the ticket once again to follow up with you. Please reach out to us again if you do not get her response, please reach out either through email or through chat (M-F from 8:30AM to 4:30PM PST).

Response from EyeQueDec 22, 2020

Dear Joseph, Thank you for your feedback, it helps us understand where we can use improvement. It looks like your order is unfortunately still in transit according to the tracking (which was updated on 12/21). Please reach out to our support team so we can discuss options to help with your shipment. We'd definitely like the option to make this right for you.

Response from EyeQueDec 18, 2020

Hello Jo, We appreciate you taking the time to leave a comment. I'm sorry to hear you experienced problems using the VisionCheck. However, after checking your account, I saw that you had completed several tests rather consistently. Is this review regarding a recent attempt to use the app? If so, please force close the app then reopen - a fix was recently applied to the iOS app due to these reported missing lines. If you need additional assistance, please reach out to our support team.

Response from EyeQueDec 18, 2020

Hello Sheldon, Thank you for your feedback. I'm sorry to hear you felt like the support team didn't reply in a sufficient amount of time. Unfortunately, your conversation with one of our support reps earlier this month was interrupted when we experienced technical difficulties with our email service. Two days later we assisted you on chat, and your email inquiry was answered 30 minutes later. It is unfortunate that this happened, as it was not an oversight on our end. Nonetheless, it is not a positive experience for our customer and we will use this as a learning experience.

Response from EyeQueNov 30, 2020

Hello Jim, Thank you for your feedback. I found a previous conversation you had with another support rep, and you had mentioned the buttons were not working. Please note, these buttons are actually touch sensors, so no pressure is needed to activate the movement. All that is required is a light tap from the pad of your finger, similar to when you are texting or navigating on your phone. The 3rd sensor requires you to keep your finger on it for 2-3 seconds (do not push down) before it will rotate the slits within the eyepiece. When the touch/tap is recognized, the device will also vibrate as the lines are moved. Also, please be sure your device is fully charged - if the power is too low, there may be a delay in movement. I saw that you were able to complete 1 test since your contact with the other support rep. If you are still experiencing issues, please contact our support team for further assistance.

Response from EyeQueNov 25, 2020

Hello James, Thank you for your feedback. I'm sorry to hear that you were unable to complete a transaction in our store; unfortunately, the block was due to the payment gateway. We are unable to obtain specifics on why the transaction did not go through, as we are not the cardholder. As for purchasing on Amazon, there was also a 20% off coupon available - you just needed to check the box to apply the discount. I'm happy to refund the 20% for you via Amazon. Please allow 3-5 business days for the funds to appear in your account depending on your bank.

Response from EyeQueNov 18, 2020

Hello MD Karim, Thank you for your feedback. However, after taking a look at your results, your tests are quite consistent. Your right eye tested well, while the left eye could benefit from additional tests. When you say it is "far from vision", are referring to the try-on glasses? Were you looking for reading or distance glasses? Please contact our support team and they can provide additional assistance/insight.