The code for my app has never been sent. My reaching out to customer care has never been responded to. My EyeQue is therefore unusable. I will be letting AARP that this company appears to be fraudulent.
Response from EyeQueJul 20, 2020
Hello DK, Thanks for taking the time to let us know!
Other than the email confirmation link (required when you register for an account), our app only requires the device serial number to be accessed & used. The serial number is included in your hardware purchase. We apologize for the delay and will reach out to get more information.
LT
Lise T.
I received a bad unit
I received a bad unit. No one ever responded when I emailed. On chat, I was promised that a new unit would be sent out as soon as they saw from the USPS that I had shipped it. That didn't happen. I sent another email asking about this but never got a reply.
Update July 21, 2020. The only way I am able to access help from them is via chat. I was supposed to receive a new unit last week but now there is a problem with UPS. I still have not received a unit. UPS was supposed to contact me 4 hours ago but that hasn't happened. This was per an email from EyeQue. Whether it's EyeQue's or UPS's fault, who knows. I still don't have a unit...
Response from EyeQueJul 10, 2020
Hello Lise, Thank you for reaching out to us! Unfortunately we never received your return unit, which caused the delay in shipping the new unit. Due to COVID19, shipping services have not been the most reliable. We've sent out your new replacement unit today and hope you receive it and try it out soon! Please don't hesitate to reach out to us via email at [email protected], or chat us up via our website (EyeQue.com)!
SM
Susan M.
I keep trying to reset my password and…
I keep trying to reset my password and it says your email address and I never get a email to reset it.
Response from EyeQueJul 7, 2020
Hello Susan, thank you for your feedback. We appreciate you reaching out to our support team, and are glad we were able to solve the issue you were experiencing with your password.
SC
Sheila C.
Not worth the price
Not worth the price. Returned after one day.
Response from EyeQueJul 10, 2020
Hello Sheila, Thank you for your review! We are sorry to hear that you are returning your order. Our product has a learning curve and does take a bit of work to get used to. We have a dedicated team of support staff to help trouble shoot and give you tips-- Please contact us at [email protected] or via online chat on our website if there's anything we can do at this point.
KS
kazi S.
They take more time than what they say…
They take more time than what they say about delivering
Response from EyeQueJul 10, 2020
Hello Kazi,
Thank you for your feedback. Please be assured that EyeQue ships products regularly (Mon/Wed/Fri each week), and takes our customer experience very seriously.
Unfortunately, the COVID19 pandemic has lead to issues in shipping services. Many delivery services, such as USPS, Fedex, and UPS, have experienced different levels of influx in demand which caused delays in their process. While EyeQue can pack and drop packages with the shippers, we cannot control any delays that occur on their part. We apologize for any inconveniences this delay may have caused.
Please contact us if there's anything we can help you with. You can find us via email at [email protected], or via chat on our website (EyeQue.com).
RN
Richard N.
9 x 3 times.each eye
9 x 3 times.each eye? Are you kidding me? And directions poor, hardnto follow, keeping eyebstraught and focussed same time almost impossoble. A trip to doctor is about same costs with insurance. So...why?
Response from EyeQueJul 10, 2020
Hello Richard, thank you for your review.
Eyes are one of the most complex organs on the human body, and to estimate what someone may need for vision correction without any prior information is not an easy task. Without enough data points (test results), it's impossible to give an accurate EyeGlass Numbers to be used to track vision changes and order glasses online.
There is definitely a learning curve to using our refraction products, but our users report that the task gets much easier and faster (2-3 minutes per full test) after the first few rounds. We have a dedicated support team to answer any questions you have.
Regarding the cost of the device-- Our goal is to provide affordable device to those in need. It's a good tool to use if you only want updated numbers to order glasses online. However, it is not a replacement for the eye doctor, as our products do conduct vision health exams-- So comparing the cost of our products to a trip to the eye doctor's office and insurance is not a fair comparison.
Please let us know if need any help with conducting vision tests, or if there's any questions we can answer. You can reach us at [email protected] or via chat on our website (EyeQue.com).
KA
Kayla
Support ignores RMA requests
Support ignores RMA requests, they ask for another email if they don’t get back to you, then they ignore the second request.
Response from EyeQueJul 10, 2020
Hello Kayla,
Thank you for your feedback. We apologize for the delay-- Please be assured that we did not intentionally ignore your request and take our customer's experience very seriously. We've made contact with you via email- Please let us know if there's else we can assist with.
TF
Tony F.
Measurements were not accurate
My colleague and me tried it, and we both got the same result - measurements were not accurate! And it's not easy to be used. BTW, I installed the app in two android devices, and the app always stopped on one of them. Simply speaking, wanna ask for refund!
Response from EyeQueJul 1, 2020
Hello Tony, thank you for reaching out!
We take negative feedback very seriously as we want our customers to have the best experience possible. Hence, we took a look at your test results-- One of your accounts had two *very* different sets of data, meaning that one of the account was shared/used by two different people. Unfortunately, because of how complex human vision is and how difficult it is to calculate corrective power, we ask that our users not share accounts. Our proprietary algorithm analyzes all test results under the same account profile to produce accurate vision results. If you'd like, we can help you remove some of the data so you can start over and try again. Let us know!
We understand that the device is not intuitive, and that's because there is nothing like it in the world! Just like learning how to ride a bicycle for the first time, most of our users report a "learning curve"-- The process becomes very easy after just one or two trial runs. We hope you can give it another shot!
We have not received any recent reports of our app crashing on android phones, and would like to investigate if you could provide us with more information.
We appreciate your support. As always, we are here to help. Please contact us directly at [email protected] whether it be to remove test data, get more instructions on how to test better, or get a refund.
Thanks so much and happy vision testing!
Phoebe@EyeQue
