EyeQueReviews of eyeque.com

Response from EyeQueMar 4, 2021

Hello Sam, Thank you for your feedback. Unfortunately, we have been out of stock of the VisionCheck since February 1st - we added a notice in our store on the product page prior to shipping out the last unit we had on hand. We'd like to work with you to improve your experience with us - please contact our support team at [email protected] to discuss your order.

Response from EyeQueJan 21, 2021

Hello James, We appreciate you taking the time to leave us a review. If I may, I'd like to address your concern about your device. I pulled up your order and saw that you purchased an Insight Plus, which only checks your visual acuity, or if you see 20/20. It can be used to track your vision for changes (ie 20/20 one day, 20/30 another, etc), but does not provide measurements for corrective lenses. Only the Personal Vision Tracker (PVT) and VisionCheck can provide the measurements you are looking for. If you'd like to return the Insight Plus, please log into your account online and submit an RMA request; or you can contact our support team for assistance.

Response from EyeQueJan 7, 2021

Hello Claudia, Thank you for your comments. However, after reviewing your diagnostic report, your phone will work with the Personal Vision Tracker and PDCheck frames. Per an email sent to you on December 17, it was explained that there was an update that occurred which affected the app (resulting in the error message), and how to fix the problem. We didn't receive a response so the ticket was closed on the 29th - did you not receive the message? If you still need assistance, please contact our support team at [email protected]. We'd be happy to help!

Response from EyeQueJan 7, 2021

Hello Mari, I'm sorry to hear that you were unable to generate EyeGlass Numbers (EGN). After reviewing your account, I saw that you had completed 4 tests; the right eye was fairly consistent, but there was too much variation in the left eye's results to generate a reliable EGN. If you need additional assistance prior to returning the unit, please feel free to contact our support team again at [email protected].

Response from EyeQueDec 22, 2020

Dear C. Nielsen, Thank you for your feedback; our store software treats refunds as "credit memos" and that's where some of the confusion may lie. You have been refunded and will receive your refund within 3 - 10 business days per your card company or sooner if you used a service like PayPal. If you have not received your refund, please reach out to support once again.

Response from EyeQueDec 22, 2020

Dear Carlyle, Thank you for your feedback; we have done a full scan of our site and have not found any type of skimmers or phishing software on our site. We have been working with our payment processing partner to see if there was anything malicious that happened with your data. So far, nothing has been found. We do apologize if our CSR team did not seem like they were concerned with your initial email, but we have taken action to look at our site. We do not take claims like this lightly and the protection of our customer's data is very important to us. We are PCI compliant and don't store customer data on our site; our payment gateway does this. We will work to see what may have happened.

Response from EyeQueDec 18, 2020

Hello Kim, Thank you for your feedback. We understand the frustration that comes with having to repeat 9 measurements per eye, and testing multiple times to generate an EyeGlass Number. However, the repetition is necessary to increase the accuracy in your results. One test is not enough to determine the correction needed - different factors such as time of day, activity prior to testing (ie in front of the computer for several hours), learning curve, etc can affect your results. Also, the 9 measurements per eye is needed to detect/measure correction for astigmatism, if applicable. Our team is continuously working towards improving our products, and our customers' comments/suggestions play an important role in our efforts. Thank you for taking the time to share your thoughts with us.

Response from EyeQueDec 18, 2020

Hello Luong, Thank you for your review. I pulled up the email thread you had with one of our support reps, and saw that one of your messages was affected by technical difficulties we were experiencing with our email service. We responded to your inquiry as soon as the mis-routed emails were located, and the rep notified you that your inquiry was forwarded to the appropriate department.