EyeQueReviews of eyeque.com

Response from EyeQueAug 13, 2020

Hi Mona, Thank you for your review! We do apologize; our agents are working on your return and were asking some questions about your results. We do like to collect data and see what the differences between our EyeGlass Numbers and a measurement from an optometrist or ophthalmologist. We're still willing to do the return, we'd just like to know how different those results are. If you were measured by an ophthalmologist, make sure that you do convert the cylinder from positive to negative as we present our numbers in the same way an optometrist would.

Response from EyeQueAug 10, 2020

Hello Angela, Many of our users report a learning curve when using for the first time. Many also expressed that once they "got the hang of it", that the process was very fast and easy. We offer step-by-step practice sessions in app and a dedicated support team to answer any questions you may have. On another note-- All of our products come with a 30-day money back guarantee. Let us know how we can help at [email protected].

Response from EyeQueJul 31, 2020

Hello Kristen, Thank you for your feedback! I believe the "different scores" and "never stabilized" you've mentioned is referring to the individual test results. Human vision fluctuates throughout the day and it's very natural for you to receive different readings using our product. Fun fact--visiting two different eye doctors with the same day will yield two receive different prescriptions. The individual test results shown to you are based on each test you've taken-- It's provided for tracking purposes only. The numbers that you can use to order glasses, shown on the app's dashboard, are called "EyeGlass Numbers". The EyeGlass Numbers are calculated based on a proprietary algorithm and uses all individual test results; this number does not change often but will become more accurate with more test results. I looked into your account further and noticed that your overall test results are fairly stable. We would love to go in-depth on your vision data and offer more explanation on the numbers. We will send you a direct message to follow up. If you are interested in testing the accuracy of your EyeGlass Numbers, we offer Try-On Glasses as a low-risk option. Thanks so much! Love, EyeQue Team

Response from EyeQueJul 29, 2020

Hello Joe, Thank you for your feedback. We have been experiencing an influx of support tickets since the pandemic, as many people are lacking access to their eye doctor. It did, indeed, took us a few more days to get back to you-- we appreciate your patience! We also offer a in-real-time chat option on our website, which is available during weekdays, if you ever need to get a hold of us quickly. Based on your initial note, we've sent some tips on re-entering your device serial number. We also offer a 30-day money back guarantee if you are unhappy with your purchase-- It happens! It's our goal to provide you with the best experience. Let us know how you'd like to proceed! Thank you, and happy vision testing! Love, EyeQue

Response from EyeQueJul 27, 2020

Hello Richard, Thank you for your feedback. We've actually made several attempts to contact you since your first return request on 7/13. We are unsure of why those emails (one on 7/13 and two on 7/22) were not reaching you and apologize for the delay. Depending on your email setting, our email responses (from [email protected]) may have landed in your spam or junk folder. We've received your most recent support request on 7/24 and will be getting back to you shortly with instructions to complete your return. We appreciate your patience and support!

Response from EyeQueJul 22, 2020

Hello Zeyderez, Thanks for your feedback! Our Insight vision screener uses the "tumbling E" chart which requires you to swipe in the direction of the opening of the letter E. If there are multiple letter E's on the screen, a small dot (.) indicates which letter E you should swipe for. Most Insight users found the tutorial video to be very helpful. We encourage you to use it a few more times to get the hang of it! The Insight vision screener is clinically proven to give comparable results to a traditional eye chart, and we are here to help if you need additional support. Please find us at [email protected], or via chat on our website during business hours. Thanks again!

Response from EyeQueJul 20, 2020

Hello T Slater, Thank you for taking the time to let us know! We are saddened to hear about your experience and would love to reach out to provide more personalized support. While it's true that our product is not the most intuitive to use (there are no product like ours in the market)-- most of our customers report a learning curve and dramatically improved ease of use after two tests. We'd also love to look into your Try-On Glasses experience and find out what we can do to make things right. Please reach out to us at [email protected]!