Eyeglass survey: Key findings

Our survey included 31,059 Consumer Reports readers who responded to our 2009 Annual Questionnaire of subscribers and who had purchased a new pair of eyeglasses (lenses and frames) between January 2007 and June 2009. Here are some of the key findings we gleaned from their experiences:

A chain doesn’t always equal cheap

Respondents had one overarching reason for choosing to get their glasses at a chain store: price. But the most frequented chain in our survey, LensCrafters, charged a higher median price per pair of glasses, $244, than doctors’ offices and local shops, even with discount coupons, which some 60 percent of LensCrafters customers said they used. (Its customers enjoyed faster service and above-average follow-up, though.) Customers at Pearle Vision, which is owned by the same company as LensCrafters, also paid more than those who shopped at an independent shop or doctor’s office.

For a great frame selection, go indie

Eighty-three percent of readers who got their glasses at an independent local optical boutique were highly satisfied with the variety of frames available, compared with 69 percent at the big retailers.

Some retailers were subpar

Three eyewear chains—Visionworks, America’s Best Contacts & Eyeglasses, and JCPenney Optical—stood out for below-average Ratings in most purchase factors. Among readers’ gripes: inferior-quality frames and subpar service during and after the purchase. Readers who patronized those stores still reported pretty high satisfaction overall, but as the Ratings show, there are better choices.