EyeQueReviews of eyeque.com

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 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 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.