Sunday morning, my contact ripped, and it was my last pair. Everything was closed, and I had to…read morefunction with one contact until things opened up on Monday.
I just moved to the Dayton, Ohio area from Orlando, Florida last week and was extremely unfamiliar with the area. However, I have been with America's best contact company for over five years. They are big in Orlando, and I was elated to find one in Dayton. Every experience with this company has been phenomenal until I moved to the Dayton area.
Monday morning comes around, and I was able to get an appointment immediately for 1150 AM. I'm elated because functioning with one contact is horrible. Not to mention, my vision is awful. I cannot see without corrective lenses.
I went on my lunch break from work and drove from Huber Heights to the nearest location in Wilmington Pike. This is a 30 minute drive and is the only location in Dayton.The next location is in Cincinnati, Ohio which is why this was the only option for me.
I had one contact in, it was raining horribly, and there was traffic due to the slick roads. It was 11:45am and I was ten minutes away according to Google maps. I decided to call to make sure that my appointment wouldn't be affected and notify the business that I was on the way.
I called, and the same lady I set the appointment with, picked up, and told me that I have a ten-minute window before they mark the appointment as a no-show. I explained where I was driving from, and described the weather conditions on top of my poor vision.
My safety was a priority, and my google maps stated I was less than five minutes at this point. I picked up the pace and, arrived at 12:03, and as I walk through the door, the lady says she cannot take my appointment because I'm three minutes outside of the ten-minute window they give.
I couldn't believe it. I just drove 30 minutes with one contact, in the rain, through traffic, and called ahead to let them know what was going on, and she would not let me keep my appointment time. Not to mention, I have no contacts, I'm not familiar with the area, and work a job that requires me to see.
I explained that this is absurd, and felt an extreme lack of empathy from the front desk staff. However, I accepted the appointment needing to be rescheduled, but there was no way I was leaving without trials or something to correct my vision until my new appointment time.
By the way, my appointment was scheduled for Saturday. I needed something until my appointment to work and do basic task.
I asked for trial contacts and they said they couldn't accommodate my contact trial request because it was the first time at the facility, and they would need my prescription to see if they had anything in the back to help me.
I mentioned during the call when I set my appointment that I've been with this company for years and my records should be in the computer database. After explaining this, they checked in the system and found my files. What bothered me was the staff didn't seem to care. The system could see my last contact order was in February of this year with an updated prescription.
Immediately the front desk staff said my prescription was too high, and they wouldn't have trials in the back without even checking.
I demanded they check because driving back in the rain without someone checking to confirm my prescription wasn't in the building was not an option.
I waited, and they went and spoke to the doctor in the back. The eye doctor was able to find my exact prescription trials on site in a different brand, and the doctor approved that I could have the trials, considering I was a part of the eye care club.
I then had to reschedule my appointment, and I left with the contacts. Unfortunately, I was beyond livid at the experience, but happy I could see.
My appointment was rescheduled for Saturday of that same week. I came in, and the same lady at the front desk was present. She had me fill out a card that took less than two minutes to fill out, and I went directly in the back where they did four test for contact lenses. Very simple, quick, and efficient.
I was then directed to the eye doctor who was the most kind hearted person I've ever met. She was extremely helpful and explained everything beautifully. The entire exam took less than 10 minutes which made me question the actions of the employees earlier in the week.
In the end, the doctor was phenomenal, and her professionalism was much appreciated.
Unfortunately, due to the 30 minute drive, the lack of empathy from the front desk staff, and my initial experience I've decided to sever my ties with this company.
The eye doctor here is exceptional, but you'll never get to experience her great skillset if you have to go through the front desk staff.