What do our customers think of us?

Posted by Rebecca Petris on

In February 2019, we started asking our customers regularly how we're doing. The responses are incredibly helpful, whether it's pointing out areas where we need to improve, which we love, or putting smiles on our faces and helping us power through another day with your kind, encouraging words. 

We love transparency! Here are our results as of 12/6/19, encompassing the first 764 people to complete the customer feedback survey:

764 customers rated us as follows:

  • 666 - 5 out of 5
  • 71 - 4 out of 5
  • 16 - 3 out of 5
  • 5 - 2 out of 5
  • 6 - 1 out of 5

So we have our work cut out for us to turn around the 98 people who scored us less than a 5/5. Such a great opportunity to learn how we can serve better!

In keeping with the spirit of all our surveys, I thought you'd like to see the specific comments we've received. 

What did we do well?

  • Fast delivery!
  • processed order quickly
  • Very fast service, which was needed
  • The order was quickly processed and shipped. Arrived as promised.
  • everything!
  • Satisfied in all fields.
  • I chose the Dry Eye Shop after finding the extremely helpful videos. I got more educational information on the videos than my eye care professional provided. Thank you!
  • Great selection of products at very competitive prices.
  • Excellent! Even got an e-mail saying the order would be delayed a week due to a backorder at the manufacturer. Updates on orders are unheard of in the mail order world!
  • great, as always, thanks!
  • Great service. Fast shipping
  • My order arrived sooner than I expected. Ordering was a breeze!
  • I appreciate the information from the dry eye shop
  • Thanks!!am really liking my sleep glasses--they have helped my eyes feel better
  • Sorry I marked the wrong column last time--I gave my friend your info to order them
  • Easy to order and quick delivery!
  • Good and fast communication. On time order processing and shipping. Friendly customer service. Caring company.
  • I love the website and the products that you have.
  • The entire transaction was simple, painless and straightforward. The products I wanted shipped promptly and were precisely as expected.
  • Very good customer service
  • Your customer service is outstanding! I really thank you for all the personal care you give me!!!
  • I appreciated the link you sent with the videos of how to use the various goggles and eye tapes.
  • The item came with very good directions.
  • Quickly processed order
  • Subscribe and save helps me manage supplies!
  • Everything. Was notified immediately after ordered was placed, then immediate notice that order was split into two shipments, then shipping and delivery information. Great service!
  • My bottles are half full not full
  • I was completely satisfied with the whole process from ordering to receiving.
  • Additional offer convinced me
  • You excel in every aspect! I love your updates on the availability of unavailable items. Such as the nighttime lubricants. And your efforts to fill in, as with Activeyes, was a great help to me. Items arrive when expected and in really nice packaging. I am thrilled to find your website and I pass it on to everyone I think might benefit from it.
  • all of the above!
  • Every step in the process was excellent
  • EVERYTHING
  • Thank you for your service, your products, your information, your support.
  • You have been a great help to me and a service to the greater dry eye community.
  • Shipment
  • Great video by Rebecca about the different saline products
  • All good !
  • Ease in finding the type of eyedrops I prefer.
  • Everything. This order could not have been smoother. Shipping and delivery was actually faster than expected. Thank you!
  • Everything
  • Fast shipping, and products were well packaged. Website is easy to navigate.
  • Timely notification about order status; personal phone call from Rebecca in response to email inquiry was very helpful in finding a product
  • Useful information about dry eye.x
  • Every thing was great!
  • Every time I have ordered Purilens Plus I have received it within 1 week.
  • Everything went well
  • My order was backordered, but was glad to receive communication on the status of the order.
  • Customer service was very quick in responding to my inquiry.
  • The eye wear works very well with my CPAP mask fits perfectly. No more air in my eyes at night. 😎
  • Lots of great information; courteous, quick shipping
  • Every thing about my order was great.
  • Got my products
  • EyeCare of Union Square in Lakewood, Colorado
  • everything
  • Everything Except that what I wanted wasn’t in stock. Caused my order to be more delayed than I would like.
  • Great
  • stayed in communication on my backorder
  • All the above - Thank you for such great service
  • n.a.
  • Everything
  • Everything
  • Brent answered my inquiry quickly
  • Awesome customer service
  • Everything
  • Quick process, items received before I needed it.
  • Everything
  • Everything !!
  • It was not your fault at all. My mailman got confused and sent my package back. Ugh. Brent was very helpful in working with me to get everything reordered. Rebecca even checked on my order for me. Excellent customer service! Thank you.
  • Quick process, items received before I needed it.
  • I can't believe how great your customer service is! I called several times with questions and talked to 2-3 different people who were so helpful and knowledgeable.
  • Everything. I have been a customer for years and have always been pleased
  • Helped me get the supplies I needed.
  • Great communication on shipping and delivery.
  • I had placed the order wrong, contact you and customer service corrected my mistake and shipped my correct order
  • Provide product
  • I like the blog and videos on your site.
  • fast service
  • I very much like your whole attitude - straightforward and lots of information.
  • Nothing
  • spoke to me, listened,
  • Liked the youtube video demonstrating the product (goggles).
  • Demonstrated the product by way of video.
  • Order processed quickly and arrived before expected.
  • My order came much faster than expected
  • Had a wide variety of sizes including travel for the OcuSoap.
  • I didn't have time to linger on your site and meet your dog
  • Wealth of information -- I so appreciate the guidance, the ability to by some sample sizes, and the ability to try/return the night time masks.
  • Everything. Fast service and great price
  • I think, each individual ones much better than 10ml bottle. but, still works well.
  • Quick and efficient.
  • Great!
  • Shipping came earlier than you projected .
  • Terrific
  • A very good source of info on sclerol lense solutions
  • My order arrive so fast it was like magic.
  • EVERYTHING!! I received my order quicker than I expected. very much appreciated.
  • Every thing
  • My order seems to have been sent to the wrong country, I contacted the shop and they sent out another item straight away. I have yet to receive my parcel but I see that is still traveling to my destination so hopefully will receive it soon. 🙂
  • Good products.
  • I found it a little difficult to find the eye ointment I needed. I found a replacement on your website
  • very fast service!
  • Prices and new products.
  • Wonderful description of products! I appreciate that these products are often tried & very honestly reviewed by employees.
  • Had to phone in to change delivery address. You were wonderful. Everything went great and it cost me less in shipping!!! Thank you for all the extra help!!!
  • Everything! When my optometrist refereed me to this site I was skeptical at first but after watching all the videos on Scleral lens care and maintenance I was sold.
  • Quick shipping
  • Email notifications were good
  • Everything
  • Rebecca provided me with good suggestions.
  • Contacted me for info on my order and did great on working with me about it
  • you send me the best eye warmer
  • Service as promised.
  • As always, you did everything right.
  • Thanks for reaching out about details of my order
  • Delivered quickly.
  • Thanks for all you do with the scleral FB group.
  • Exceptional
  • Processed as expected
  • Shipping’s little cheaper
  • Offered products I hadn’t seen before.
  • Sent what I expected
  • You carry Purilens. I order it regularly, easily and it comes correctly and right on time.
  • Everything
  • Rebecca's product write ups add to my comfort in product selection. Like most DED folk, we spend a lot of online time (ugh!) researching before making a purchase. I expect a bias in the manufacturer's writeup , so what she shares of her experience or her customer's experiences is greatly appreciated. Your websites are my go-to for DED. Thank you!
  • Fulfilled my order
  • Great products and prices.
  • Follow up
  • Order came sooner than expected
  • Glad you are there. I will need a new pair eventually and will look forward to your excellent service.
  • I called with questions and my call was promptly returned,they were very helpful
  • Love having monthly shipments so I don’t have to remember to order
  • Range of options
  • Decent product at good price. I like that you are a regional company.
  • Exceptional service and delivery time
  • coupons !! thank you.
  • I wanted to increase my order. I called and Ally was very helpful. She deleted my old order and refunded the payment and placed my new order.
  • Everything
  • Great products......FAST Shipment
  • All good.
  • Emailed when it would be shipped
  • You had the products that I needed--moisturizer free hand soap
  • Incredibly fast turnaround time for processing my order and shipping! I appreciated the text updates along the way as well!
  • The information on your website was essential for the problem I was having with floppy lid syndrome. It led me to the Lasik goggles which I absolutely love. I'm no longer grinding my eyelids into my pillow at night. My eyes feel terrific as a result.
  • I was very pleased. Quick shipping
  • EVERYTHING
  • Excellence service every time I order Pureline Plus for my PROSE lens.
  • Ur company came through where other companies could not follow through!
  • I really value all the information about products on your site.
  • Fast service.
  • I appreciate the education as well as the well thought out products you stock. I did not even know there was a device to help with drop application and it really helps with the gel drops as they were all over my face and in my long lashes than where they needed to be. There is no time for education during appointments and the average person is not knowlegeable enough to ask the questions needed to ensure good results for their particular circumstances.Priority came in 3 days as promised.
  • Everything! I had a question which I asked via e mail and was answered promptly and politely. And received a follow up email as well. Great customer service.
  • nice inserts from person who packed and person who shipped. Nice touch!
  • Wonderful. I enjoyed ordering from you. It was easy and the price was very good.
  • Your guys are great. I know you are a bit more expensive for some things but i support what you do 100%.
  • PROVIDING MUCH NEEDED DRY EYE PRODUCTS
  • These guys are a great and dedicated group! My order came promptly and in good condition. Although I personally don't have DES (I'm a regular contact lens wearer), I appreciate their informative and helpful approach and their wide range of products for those that do have DES. I like the website and the people at the Dry Eye Store and will certainly continue to use them in the future. Thank you, and keep up the good work!
  • I paid for 3 day shipping and ended up getting it 5 days later.
  • Exceptional informative site that offers relief with your well researched products
  • YouTube videos provided helpful information that made it easier to order the best product for my eyes.
  • Yes. Very pleased!
  • I appreciate businesses run by caring, attentive, real people and thought your newsletter was informative. I extremely dislike Amazon and other large on-line businesses. I would rather pay a little bit more for quality service like yours.
  • everything
  • Great
  • Personal service.
  • Reordering was very easy.
  • Everything
  • I love the information you include on your site. As a new scleral contact lens wearer I really appreciated that.
  • Shipped me an extra product. Ordered 3 got 4. Thanks!
  • Everything
  • Shipped promptly though I didn’t need it so fast.
  • Sent me my order
  • You are the only source for the item
  • Took my money
  • Very easy to order on line.
  • provided information that I can understand, sohelpful
  • from beginning to end, my initial experience....my first order, was handled beautifully!! A great first order!!
  • Unfortunately I can't squeeze the item
  • Your videos about all the options for nights relief really helped me decide on the tranquileyes. They're great and so comfortable to wear. It's the wide fabric that's so much better than a strap. Thanks so much for dry eyes 101. Great questions to ask my doctor. And he answered all and explained where I am.
  • Everything
  • I am experimenting with new drops, products and have a back-up device for my scleral lens. Everything arrived alive- thank-you!
  • You documented every step of processing the order and packed this order beautifully/securely
  • Provided a great product (the device to hold rigid lenses for people with anxiety and low vision.) Timely shipping and receipt. Also, provided information to my doctor's tech who called to inquire on my behalf to make sure it was usable with these lenses. The included handouts were very helpful.
  • The ordering process was smooth, and I received my receipt quickly.
  • You are cheerful, knowledgeable, and efficient.
  • Great!
  • Excellent product offerings at a competitive price
  • I like the personal touch, plus the notice of recalls. Would not have received this if I ordered from Amazon, I suppose. Friend Marcia recommended your company.
  • liked talking to a real person on the phone, helps with making decisions
  • all well done
  • you carry the purilens and ship it promptly
  • Everything.
  • I was impressed with how quickly I was notified when my product became available for purchase. I had no worries!
  • So nice and helpful- a great service
  • Keeping me informed and updated by email. Important source of information about dry eye syndrome and status of eye products.
  • Customer service gal even called me back later in the day...when she learned what Walmart and stores were doing to refund the recalled eye drops. Thank her for remembering my ? and giving me a call-back! Above and beyond service!
  • The early availability of Refresh PM was awesome after a frustrating two and a half years attempting to find suitable substitutes, AND getting the word out quickly and then fulfilling the orders.
  • Everything!
  • Everything! You were my only source of info on Refresh PM, and Rebecca's relentless pursuit of answers benefited all of us greatly. I have already told my eye doctor about the website and blog : ) . Please keep up the good work. This is a valuable resource for all of those using eye products for any reason.
  • It came quicker than I thought! Thanks!
  • Responded to my questions within 24 hours. Sent me a product I was not able to find anywhere locally, not even in a fairly large metro area. The most up to date product recalls and availability - by a long shot! I'll definitely order again. Thank you!
  • Excellent Service! Fast delivery! Thanks So Much:) !! Rachael Rogers
  • Fast delivery, great packaging and good picing.
  • Very pleased with being able to get Refresh PM as soon as it was once again available. Easy ordering, reasonable price, fast delivery. Than you!
  • Great communication about backordered items.
  • Excellent customer service
  • SO grateful that you’re stocking Refresh PM!! Thanks!!
  • Very efficient. Minimal time requirement. Love Rebecca’s personal reviews of products!!!!!
  • Everything but I haven’t received my product yet.
  • All information on website regarding product information and shipping were exactly right on.
  • You all did a great job!
  • Very friendly and helpful
  • no problems at all
  • So Glad that these "rubber tweezers" that I call them are still being made. Best thing to use to get contact lenses out of your eyes without scratching/hurting your eyeball. Please keep making them. Oh...FYI:
  • Everything!!!! I called to place order, just more comfortable for me and so very nice and helpful!!! Thought personal notes with peoples names in package was super nice touch, didn't feel so impersonal like Amazon!!!
  • Ordering was easy. Product came in a timely manner! Love the Oasis drops!
  • Information.
  • Got what I ordered
  • You had the dry eye ointment I’ve been needing. You had information about recalled generic eye ointments—not available elsewhere..
  • Everything
  • Everything 5 Stars
  • had the product available. It is still out of stock in MA
  • You made it easy to order what I needed. I had no problem. I did not need any help.
  • I like the videos of the project.
  • You guys did everything well. I am still amazed at my experience. I usually don't even respond to surveys because at best these days experiences are shaky to adequate. Not yours. I am so glad I found you guys.
  • Speedy delivery! Fantastic!
  • Very quick service
  • You offered buy 2 get 1 and honored it on the 12 pack! I was amazed and thrilled!!! What an awesome savings. Thank you, thank you, thank you!
  • Communication was fantastic and spot on with timing.
  • Timely receipt of shipment
  • great sale: buy 2 and get 1 free
  • The correct products were sent and I even got a buy two get one free deal!!
  • received in a timely manner
  • It was processed and shipped very quickly!!!
  • Very detailed information.
  • Gave me the product I wanted when I expected it.
  • Order place quickly and sent out.
  • You all are totally amazing and are saving my bacon!
  • Arrived exactly when expected. Totally satisfied.
  • Your communication about the order from start to finish was flawless!
  • All of it
  • Gave me the information I needed; you do a great service to customers by providing detailed information.
  • I loved the buy 2 get 1 deal!
  • Great customer focus
  • Competitive prices
  • Product comments show you really want your customers to be satisfied with their purchases.
  • Offered an amazing coupon!
  • really appreciated the reviews and descriptions
  • Answered my questions about product, helped with coupon, product arrived early
  • Rebecca spent some time with me on the phone advising me about the best products for my situation. She modified my order so that I had only one shipping charge. Much appreciated!
  • I’m so grateful I found you as I am new to hard lenses and finding places to buy thing for my lenses
  • I was amazed at how quickly the order arrived.
  • Great customer service, speedy delivery.
  • Great promo
  • I was looking for eye wear to decrease tearing while out hiking. The descriptions that you provide for each of your goggles was extremely helpful. I wore my goggles for the first time hiking today, and couldn’t be happier. No tearing at all, despite it being a windy day. I got the clear lenses, and they do not distort the light or colors at all, which is really important to me, as we hike a lot in the woods.
  • entire process was easy, flawless and quick
  • The service was impeccable. I was impressed that when a colored patch was unavailable, I received an email explaining the issue and then when I responded, the order was shipped immediately. I appreciated the notes identifying who took care of the order.
  • Shipping occurred so quickly - thanks so much!
  • All of it, from finding the right product (lots of info) to delivery (to Australia), happy with your service alround :)
  • Good information on products and swift delivery to western australia
  • Website is easy to use, product receipt is always as expected
  • Ordered easy, received it fast. Thanks!
  • Thank you for all of the information on Dry Eye Zone. It has been very helpful. And the Dry Eye Shop is an amazing and easy resource for products. Thank you!
  • I received my order earlier than I expected. I appreciated the videos
  • This was ordered for my sister and she was amazed at how quickly she received it.
  • Everything was fine
  • Shipping was very fast.
  • Everything
  • Order came quickly.
  • You have the products I need for my sclarel lensrs
  • You are excellent. Thank you for all you do!
  • rapid response
  • Everyting !
  • Everything.
  • easy ordering process
  • Great! NIce packaging of my items!
  • Having these things for sale in one place! I've learned a lot.
  • Everything!
  • Everything
  • Great
  • Extremely fast shipping. Received order before I expected it. Faster than Amazon. I also appreciate your creative way of offering trial products.
  • Item as described
  • Everything! I have always been able to get the product I need, and if it is not available, I get helpful advice on a product I could use as a substitute
  • Fast reliable service! It’s a nice touch to see cards with names from those who had packaged the items. It shows that the employees who work for the company have an interested in the client/patient. Thank you
  • you have stuff i need. my town doesn't.
  • Helped me get the free boxes of eye drops.
  • Fast service!
  • All of the things!
  • Excellent service!
  • You guys never disappoint! Outstanding customer service!
  • You had the right product and it was easy to order. Thanks! It is nice to have an online order arrive without delays-usually in the shipping or billing dept.
  • Love the videos! Learned so much!
  • Everything! I was amazed that y'all give away products. I have never seen a company do that. I have had so many expenses with multiple health issues and this was such a huge relief and help.
  • When I received my order it was not all there. I called everyone was great and made it right and then some.
  • Everything
  • The products are very good, no problems with that.
  • It was easy and went to plan
  • Delivered when promised.
  • Super easy shopping and check out... Extremely fast and thorough order processing and shipping...
  • It's always easy to order through the Dry Eye Shop.
  • The person who helped me in the phone was good but gave me the wrong information regarding one of the products I ended up buying
  • Everything. Order came quickly, securely wrapped, and the coupon you emailed that day covered the shipping.
  • Reasonable shipping costs and delivery time to Alaska.
  • Easy to order, shipped quickly and received with no problems Thanks!
  • Quick service and quick response to the problem. Good product selection and info.
  • Had the products
  • The youtube channel was super helpful in the purchasing process! Also found this site from the youtube videos.
  • She knew exactly what I was asking for
  • Love the detailed product information and recommendations!
  • Wonderful onsite information about products I was looking for. Fast delivery of my order!
  • Found my required product and got it ordered.
  • Good service and videoes helped.
  • My order came when I expected it . Thank you.
  • Thank you for developing a product that has been life changing for my son who needed to use both hands to spread his eyelids. Shipping only took 4 days which was very impressive!
  • Packing and shipping
  • The entire process was very simple and I received my order in a timely fashion.
  • You were very quick on processing and shipping of the product.
  • Excellent buying experience
  • all
  • Super! Answered all questions and were right on with all the info!
  • Shipped very quickly. I thought it would have taken longer. I really appreciate your care!
  • Lots of good info to help make a decision
  • Everything
  • Provided excellent information
  • Nice rice bag. Well packaged. Fast shipping.
  • Send the correct product
  • provide me with information I need to decide what to buy
  • My order was delivered promptly.
  • friendly customer service
  • All was well. Love all the info I get regarding my problematic eye health issues...
  • Everything
  • There was a mix-up and I received someone else's order, but it was quickly rectified.
  • It isn’t just about the products. I always know I can find good info about them and other issues pertaining to dr eyes.
  • Changed the shipping address at the last minute at my request, which I very much appreciated.
  • Good service
  • Quick shipping.
  • The videos of the pros and cons of the different post-lasik goggles were very helpful; as was the advice to buy multiple items to try at once
  • you were very prompt in letting me know the status of my order the entire process
  • Love your videos
  • Everything was great. The online customer service was very responsive and informative.
  • Nice product
  • Everything....what an awesome resource you are, not only for products but support in sooo many ways!
  • The information and video provided online followed with a phone call to Rebecca, put my 93-year old mother on the road to recovery.
  • very easy to do business with, very quick delivery, no complaints
  • I received my order sooner than expected.
  • I got my solution
  • All of it
  • Person called me back...was very personable and took her time with me
  • nothing but praise for the Dry Eye Shop!! They did everything to get me the product I needed asap. It was an urgent need and they were fantastic.
  • nothing but praise for the Dry Eye Shop!! They did everything to get me the product I needed asap. It was an urgent need and they were fantastic.
  • My queries both on fb and Instagram were attended to very quickly. Shipment to Malaysia was very fast. Will definitely be placing more orders for Refresh PM - am so happy that it's back on the market. Great service overall. Many thanks!
  • Everything. I returned the goggles because the problem was caused by leakage from my mask being too big, but you are my go-to eye therapy site from now on. Rebecca was fantastic!
  • Great Bumper Sticker I couldn't ask for more
  • Prompt and professional
  • You helped by answering questions when I called
  • product descriptions including best for sizing; I bought ones listed as best for small adult for my 6 year old son; adjusted just fine to fit his head and no more waking up screaming from dry eyes (he sleeps with his eyes open.)
  • The whole process from beginning to end went very well.
  • Allnifnit - start to finish!
  • Everything was great
  • Excellent as always. Thank you!
  • processed order very timely
  • EXCELLENT
  • My stuff was in stock at a good price, delivered quickly!
  • Everything

 What could we do better? 

Note: We review these at the time received and follow up where appropriate (at least, I hope we didn't miss any!). We appreciate all your comments! Still working on some of these things. Some issues are easier to address than others. Obviously we don't have any control over manufacturer backorders, we just try to make up for it by getting ahead of things and communicating a lot and offering alternatives... also, there's only so much we can do on pricing, as a mom & pop business we are never going to attempt to compete with national chains. But anything we can improve, we will work to improve!

  • Let me know that the end user received my $200.00 gift cards
  • the inserts (gel) do not remain in liquid state after boiling. It seems you would have to use right after boiling, unlike the first time with the clicking metal activation. Am I doing something wrong?
  • Nothing
  • I cannot think of anything.
  • Nothing
  • If you can, try and educate the eye professionals or at least try and make sure they pass on the information to their customers. 
  • Not a thing...
  • Nothing- UPS had problem with weather is only problem.
  • Better pricing on the saline pure lens. Obtain discounted pricing from UPS.
  • As a scleral lens wearer, I love the website, your newsletter, and the products that you have. I was really looking forward to the Thermoeyes XL beads for my tranquileyes XL goggle because they can be activated in the microwave and are much more convenient when you don't have a lot of time to prepare. Unfortunately, the plastic broke allowing the beads to escape on only my second use. The shipment also arrived much later than expected when I made the order.
  • Get the word out to the eye doctors about your products. I had to search the web to find your products, because I knew there had to be a better way than just ointments and first aid tape.
  • Order was shipped much faster than the last time I ordered...
  • Offer frequent customer discounts. I usually buy oasis drops from amazon because they offer the subscriber discount and of course “free shipping”. Don’t mind paying shipping if there is a discount ($50 minimum is too much for retired people).
  • My bottles need to be a little more full this is expensive
  • Can't think of anything that needs improvement.
  • Can't think of anything...
  • Shipment was delivered promptly. items were as expected
  • Keep up the great work!
  • Make sure there is enough supply so that customers do not have to be on backorder!
  • Nothing!!
  • "Nothing. You were perfect. I have to tell you why it means so much to me. I am an ophthalmologist in solo private practice with a lot of sensitive patients that have had trouble elsewhere or at other times. Mine is not a contact lens practice really, except for certain individual patients. I placed this latest order for PuriLens with some trepidation lest there be a shortage and I not be able to get my vital supply of this product. I don't think I could carry on without it, at least not with the confidence I have had in the past that I would not cause a new irritation or aggravate a pre-existing irritation in my patients' eyes. I use PurilLens throughout my practice, not just for contact lens wearers. I wet the fluorescein strips with it. I irrigate eyes that have had chemical spills with it. I use it in gauze compresses to soak off debris solidified on eyelashes in sensitive individuals. I nearly went crazy when Unisol went off the market and was not made any more, but one of my patients found you, found PuriLens, and then told me about both you and PuriLens. You have provided me with an easy way to get this and, truth to tell, the bottle is more user friendly for me than the Unisol bottle since the puncture diameter is greater and the flow is more controllable and better if large volumes and fast flow are needed. It also never squirts out sideways and hits me in the face, the way Unisol used to do on occasion!. Thank you for being there, for supplying my procurement need so efficiently and perfectly.
  • Provide more info on scleral lenses.
  • Wouldn't change a thing!
  • Out of stock: UniquePh
  • Nothing
  • The item I ordered was out of stock - Since this is my first order with the company, I am hoping that the product is a popular item.
  • Still have not received my order
  • Bring down the price, you offered free shipping for orders of $50. my order was for $47.95 funny how that works
  • Lacripure please
  • Not any thing.
  • The moisture googles that cost 8.95 I wouldn't recommend for side sleepers I put them on and in the middle of the night I have to remove them because they are uncomfortable and the goggles that cost 16.95 is a waste of money it doesn't fit on my face at all it,needs to be bigger just like the 8,95 ones . wish I could return the,16.95 ones
  • Nothing
  • Have all your products in stock but I wanted was on back order and wasn’t shipped right away.
  • Ship to Canada
  • n.a.
  • Product works--helps relieve dry eye. (Moisture chamber glasses)
  • Get my order out
  • Please DO NOT put your HUGE "Dry Eye Shop" sticker on the outside of the box! I do not want the mail clerk and anyone else knowing about my medical issues. It seems to me this is a HIPPA issue. Thank you.
  • Just keep on doing what you do
  • Nothing
  • Nothing. You worked hard to help correct a postal error.
  • The sticker on the outside, I don’t necessarily want my neighbors to know about my medical condition. The box got delivered to 3028 S not 3028 N which happens allot. Had to engage in a conversation about dry eye with nosy neighbor.
  • nothing, great, service
  • Provide product at 20% less...
  • Identify the colors better. I was looking for a pink but could not tell if what I ordered is what I am looking for. Also, it is difficult to navigate between colors on your website. I kept having to go back and forth to figure out what I hope is the right color. Please show them all in a continuum - at least within each family of color (reds, pinks, corals, etc)
  • Don't accept payment for a product that you don't have in stock and offer the consumer credit for the charge on his credit card.
  • videos are very helpful so glad I found you.
  • Absolutely nothing
  • Nothing
  • nothing
  • My only negative is that the EyeLoccs I tried to buy are out of stock...but I appreciate that you were able to guide me to an alternate tape product and some individual EyeLoccs. Really, everything else has been pretty much perfect.
  • The process of easy, but the product was a disappointment. It was advertised as generic Refresh PM, but it is not nearly as heavy.
  • New product sucks
  • Nothing
  • Everything was perfect. Thank you.
  • The second set of online order was not smooth. The shopping cart showed my previous order and could not delete them from the cart.
  • Keep the Prose case in stock.;)
  • Nothing! Even your sales are amazing (better than Amazon's prices)
  • reduce the outrageous shipping charge
  • Nothing
  • Nothing y’all have great service
  • nothing
  • Nothing.
  • Better tutorial of products
  • Nothing.
  • Nothing
  • Nothing
  • Little cheaper please mo
  • lower pricing....or lower shipping
  • Nothing
  • Nothing
  • Pricing
  • Continue to have competitive prices. I will then continue to purchase from you.
  • When an order is as late as this suggest offering a discount or gift certificate on next order.
  • Better inventory of the PROSE case.
  • Not really.
  • You all do a great job🙌🙌
  • Not sure
  • The eye ointment is not quite as thick as I prefer, but it is still a good option.
  • Nothing
  • Free shipping over a certain amount
  • Nothing
  • Nothing I can think of.
  • Keep up the good work
  • Follow up with shipping
  • There was a problem with ordering the special I got. I ended up having to call in to get things straightened out because when I checked out on the internet it did not give me the special. I did get it but it took a long time to get everything straightened out.
  • Shipping fees too high
  • Nothing!
  • Nothing as far as I can tell.
  • Nothing at sll
  • I received too many gel packs for hot treatment and not enough for cool treatment
  • Nothing :)
  • I would have liked to be told about how much the tax in Canada would be on the purchase page if that’s possible.
  • My order took forever to get here. It was on backorder when I ordered it. I waited so long that I had to go to the eye doctor for free samples till yours arrived. Be faster, please.
  • The shipping charges were very high. Was there a cheaper option? Did I pick the wrong method, so pay more than I needed?
  • Anticipate shortages so that I don't have to wait months when my device breaks
  • I realize that you cannot control backorders but we were desperate since his case was leaking and trying to find something else to use that was not too big but big enough for the basket was a challenge. Thank you for getting the order out quickly once the product came in. We now have a spare.
  • Have products in stock
  • You were out of the product I needed. Glad I ordered it ahead of time to allow for this problem.
  • Faster shipping would be nice
  • can't think of a thing!
  • Suction cup removal for hand problems
  • Haven't found anything yet
  • My product came apart the first night
  • My product came apart the first night
  • The order took so long to arrive that I was becoming concerned that it was lost.
  • Seems you are doing it. Your coupons are nice, because we all like to save $ I also like that you are a small company that makes everything work.
  • Nothing, I am grateful for you.
  • Cant think of what needs to change at this time.
  • nothing!
  • nothing!
  • The price of the prose lens case and basket was extremely high. I saw it advertised at my dr. office for half the price I paid.
  • Nothing.
  • I found the same item at Walgreens for 2 dollars cheaper.
  • I can't think of anything
  • product availability
  • Offer other shipping methods
  • NA
  • The website response to the question " why are our prices higher" seemed a little angry. Maybe just me but I'd ask customers to "consider helping" a small business vs sounding like on defense.
  • Nothing at this time
  • Nothing
  • come to Naples Florida so I could work with your gang!
  • None
  • Not sure yet.
  • Better explanation on your products. Maybe more photos of what is in the box. Better idea of size and shape of solution.
  • Cannot think of anything
  • Keep it up what you are doing.
  • Nothing!
  • Perhaps the only thing you could do is to chain Rebecca into the shop. She seems to be one of those rare people who find, understand, retain, integrate and find creative ways to share a huge amount of subject related knowledge. I hear she is trying to phase out her involvement. Taking care of herself is important, but selfishly I have learned so much from all of her online presentations that I would hate to lose such a valuable resource in my struggle to retain my vision.
  • Nothing
  • Nothing-just keep offering the saline and coupons/specials are wonderful.
  • Lower prices
  • The ordering process didn't work well. I eventually figured out that I had to place 2 different orders for this deal, as your site would not allow me to get this deal for 2 different products. Thus, 2 boxes were mailed to me.
  • Nada
  • Nothing! I was extremely pleased
  • Make sure you keep carrying the rice pillows.
  • As this order for me, nothing
  • Keep the customer satisfaction as your target - you ate doing well
  • Be more visible
  • "One of the bottles had leaked.
  • Nothing!
  • Nothing
  • Nothing
  • All is good
  • The only downside to my wonderful goggles is the frame. It really is very black, and goggley. It would be great to have a pair of glasses that do the same thing - something one could comfortably wear in public, not just in the woods.
  • Not sure if this is where to let you know but the Refresh ointment does not work. It is too thick and takes all day to get it out and my eyes calmed down.
  • Thank you for all that you do and for all of the information provided!! Do you happen to have any tips or information on face cleaning products, face and eye cream, and mascara and eye liner that is less problematic?
  • Sell a smaller sized Scleral Lens cleaning container. The one available from you works but.uses way too much Clear Care. Also, if the vial were redesigned with a "hollow" at the bottom of the baskets, the catalyst "wheel" that one has to break off the Clear Care supplied vial would cause the bubbles yo flow up through both baskets, thus helping to clean both lenses, instead of just floating over to one side, causing the bubble stream to miss one or both lenses.
  • Give your staff a raise!
  • no.
  • I can't think of anything at the time.
  • Nothing. All is A-okay!
  • I would love it if you would have made the E/Z lens ring applicator sizes easier to spot. I ordered the wrong one. Maybe something as simple as adding copy that says "STOP! Which lens do you have?" Also it would be great if you could add what drops are safe for cocktails in lenses. Or just putting something like "Ingredients in this drop could affect your lenses" - I know lenses are different and patients are different but a ballpark of what can be used for lens filling would be great and very helpful. Thanks.
  • Nothing
  • Free shipping
  • shipping is high to Canada. but that's OK. not a big deal.
  • Nothing I can think of.
  • It was great!
  • Nothing I can think of
  • You shouldn´t make shipments to Mexico, I can´t receive my products because they are stucked in customs (aduana) since there is liquid on some products. So I payed a lot only for the shipment (around 35 dollars) and I can´t receive any product. They´re asking for some special license super expensive. I really like your mask and all of your products but the fact is that I spend a lot of money and I received nothing.
  • i couldn't find sleeping goggles by searching google, needed to be recommended by another place
  • lower shipping cost
  • N/A - Great all the way around...
  • See below
  • Everything was great.
  • You had sent out an email at the beginning of Sept. with a discount code, good through Sept. 30. I placed an order on 9/30 to take advantage of the discount, but the website would not accept the code. I tried multiple times, finally sent an email asking for you to manually enter the discount. This was done, in the form of a credit on the order, the next day. So the website needs to be set to accept the discount codes when they are offered.
  • Paypal
  • Nothing really
  • Smile more
  • You are doing great. I can sometimes find a bit lower prices elsewhere, but not the wonderful advice, suggestions, and support of the dry eye shop
  • Attempted to get small bottles of saline. Watched a video that said i could get two free, if I ordered 3 packages. Typed in Promotion code. Nothing happened. Was expecting to see the dialog change to show the order of 3, with 2 being crossed out as indicated in video. After that decided not to order small bottles of saline.
  • Shipping can be a little faster.
  • Cheaper shipping :)
  • I did have to search a little more than expected to find the product I wanted
  • Can’t think of a thing!
  • You’re good!!
  • Prompt service
  • Reduce the shipping cost
  • the website stops working when I try to place an order so I place the order by phone instead.
  • Things went as expected.
  • Free shipping
  • Nothing I can think of.
  • Offer different sizes, smaller, something for traveling
  • Cannot think of anything
  • nothing...you were great.
  • Nothing.
  • possibly highlight which moisture goggles would best fit a child so theres less guessing
  • n/a
  • Keep doing what your doing
  • ABSOLUTELY NOTHING
  • How do you improve on this? Awesome service!

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  • I have been coming to the Dry Eye site for several years now and have found the customer service to be the very best in every way. I recently read the Scleral lens information and found it very helpful. Like many I was struggling with the Labob shortage, I found a combination of products that works. in your documentation. What a relief. I wasn’t sure I would be able to continue to wear them and not wearing them is not an option, Thank you so much! I ordered the products and missed one. I was running out of time and had to go but missed one product. Couldn’t see how to add it to my order quickly so I created a 2nd order. I got a message that the Dry Eye team found I had two orders, combined them and refunded my extra delivery charge. They called me to tell me what they had done. So human! So nice! Thank you for all you do!

    Diane Myskiw on

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