EyeQueReviews of eyeque.com

Response from EyeQueAug 26, 2020

Hi Christi, Thank you for your review; we appreciate any feedback that we receive. One of our agents should be reaching out to you to discuss your results. Based on what we can see, your spread for all of your tests (a minimum of 3 is required to obtain EyeGlass Numbers) is low and the tests are really consistent. We'd like to see how we compare to your last measurement and where our device may be deviating from your last measurements. Once our agent has reached out to you, please respond as soon as possible so we can go over your results with you.

Response from EyeQueAug 22, 2020

Hello there, Thank you for your feedback. We're sorry to hear you encountered difficulties using the VisionCheck. In regard to not seeing the lines, please be sure your phone's screen light is at the brightest setting possible, while still at a comfortable level. If you have a certain level of color deficiency, specifically red-green, seeing the lines will be difficult. The 3 circles on the top of the VisionCheck are actually haptic sensors, and will not respond correctly if too much pressure is applied. A tap from the pad of your finger, just like when using your smartphone, is all that is needed to trigger the sensors to move the lines. You will feel the device vibrate as well. If you feel that your unit is defective, please reach out to our support team who will help troubleshoot the issue, and/or help with an exchange or return. As an alternative, perhaps you can give the Personal Vision Tracker a try.

Response from EyeQueAug 18, 2020

Dear Mr. S, We have been in touch with you and have explained the reasons why this is being delayed. The service provided by USPS called Global Post, as with all USPS related activity, is having delays in their delivery. We have explained that we will refund the order for you when it has been refused and returned back to us. For international orders we charge the user only what we pay for shipping the product to you which was also provided to you. It is not small packet, but a box that is 9x9x3 which, according to the tracking the shipment, has arrived. We do fully understand that it can be a frustrating time with carriers being delayed much longer than what is being quoted by shipping companies. We are still more than happy to refund the product if you no longer want it, just reach out to our support team. Update: We do not want to argue publicly, but that is a service offered by USPS. The service works the same as something like UPS Mail Innovations. Yes, there is something bigger than COVID-19 happening, but that is affecting all shipping services and is not just related whom it was shipped with. We have approved your RMA and just require the return. We're more than willing to refund the full order (including shipping) as long as the device is returned.

Response from EyeQueAug 18, 2020

Hi Scot, Thank you for the review; have you recently reached out to customer support regarding your device issues? Based on your usage history, you've used each of our devices at one time or another. We'd love to talk to you about the inconsistencies that we see with your results. Please reach out to us when you're able to.

Response from EyeQueAug 13, 2020

Dear James, Thank you for your review. Our support is currently are not a 24/7 ticketing service, so we did not receive your message until we were actively responding to tickets. We have sent your return label for your order, please confirm with the agent once you receive it. While we know that you are frustrated, we full are accepting the return. Please confirm with the agent that the return label has been received.

Response from EyeQueAug 13, 2020

Dear Barney, Thank you for your review; have you had a chance to reach out to our support team? If you are unable to see the red and green lines, you want to make sure that the device is mounted with the EyeQue logo pointed towards you and, if using an Android device, that the PPI is properly calculated as well as having the resolution of your device is set to it's maximum (if possible). If you are still having issues, please contact our support team and we can guide you through some tips.

Response from EyeQueAug 13, 2020

Dear Sam, Thank you for your review! We do understand that the learning curve is a bit high, but the more that you are able to use and practice with the device, the better the results will be. Please reach out to our support staff and we can definitely help you with some tips to help make that curve a little easier for you.

Response from EyeQueAug 13, 2020

Dear Larry, Thank you for your review! The reason that you are receiving an "inconsistent" test message from your device is that your results are not consistent enough to generate a set of EyeGlass Numbers. It may be because you have a high spread of testing data, an outlier that may be affecting your data or; in rare cases; multiple users using the same account. Since you do state that you cannot see the lines, this may be what is causing the issues for your final results. You'll always want to make sure that your PPI is calibrated correctly, that you're not in a zoom mode and that the EyeQue logo is facing you (or the charging port) when attaching it to the screen. This will make sure that you're seeing the lines properly.