Complaint Review: Hour Eyes - Gaithersburg Maryland

The company was bought out by Eye Care center of America and most of their jobs get sent down to San Antonio Texas. Your Glasses most likely wont be done in an hour because the new company that owns them makes them use lenses that are too be made out of state that can take up to 2 weeks to get. Also they are always running great sales that DO GET YOU GLASSES FOR A CHEAP PRICE, but expect to have to wait in line to get your glasses and then another 2 weeks for them to come. The company keeps their prices very low by lots of cut backs. When you walk into an Hour Eyes they are usually very short on staff because of corporate management trying to keep overhead low to keep prices low. Expect what you pay for, if you see a sale of 50% off a complete pair of glasses you will get a great deal, but the service is bad because they will advertise these big sales on TV in new papers and attract a lot of people. This in turn will create a large amount of customers who want to buy increasing demand. But the people who work their will be overwhelmed because of they are always short staffed and you will have to wait a long time to see and associate, after that is set your glasses will take 2 weeks. All of these orders form all the other companies owned by ECCA goes to one special lab that process it. They are also overwhelmed with orders from the amount of sales and stores transmitting orders that many times they get it wrong. That means that your glasses that you waited for 2 weeks has a possibility of coming back wrong or defective. Again it's the ECCA trying to keep overhead down and prices low by having one location do all this work. If you want a great deal then ok go to Hour Eyes you can get cheap glasses, but remember you get what you pay for. Its not the store employees who are at fault, they try their best with the limited amount of recourse given to them by corporate, and it's the upper-management in the company who make these decisions. If you really want a good pair of glasses and great services with great quality glasses you should go to a local optical store or a chain like lens crafters that have full service labs on location. These stores are able to be self efficient and don't rely on outsourcing. This cuts back on wait times and guarantees better service, but with a price. You definitely will have to pay more.

I went today (2/20) for the sunglasses. The store manager (Dave) took care of me immediately upon entry of the store and I was in and out within 5 minutes. I think things (management, processes) have changed since I filed my original report. I have been treated very well since that report had been filed. I think Hour Eyes has gotten a waking up call from consumers. The new manager - A#1.

Now they claim the glasses won't be ready until the 19th of March. This is about one month. Change the company name! It's not HOUR eyes. It seems it has been excuse after excuse everytime they call me or I call them about when I can pick them up!