After many unsuccessful & frustrating contact attempts by: phone, e-mail, & texts, I was finally able to get an appointment with Stephanie on Tuesday, September 21st to have my lens prescription fulfilled in my existing eye glasses. I was never able to communicate with a person & the automatic returned texts/ emails were generic, standard, scripted responses. I was astonished since your optical office came highly recommended to me by a physical therapist whose practice was also on Walnut Street.
Stephanie is very knowledgeable. but spoke in a propulsive rate, an exceptionally rapid pace. This is difficult for me since I am: not overly familiar with "optical terms," 74 years of age & unable to process new information that is being quickly thrust at me. She did, however, write information down as she spoke in regard to: lens material, type of vision, glare protection, transition, cost, & she made several attempts to gain insurance information on my behalf. I paid by credit card at the end of the appointment.
On Thursday, September 23rd, I had 3 additional questions for Stephanie. Again I called & texted often until I finally got a very annoyed call back. At the end of our conversation, I promised her that I would take care of all the insurance claim information which I did immediately. I was very excited to be able to finally track down all the forms as well as group & patient ID numbers to bring to the office the next day.
On Friday, September 24th, I made a special trip at 2:30PM to the office with a completely filled out insurance claim form for out-of-network reimbursement. Another customer stood outside their door, repeatedly knocking & making unsuccessful phone calls to their office. She too was not able to communicate with their staff. We commiserated about how this lack of communication was highly frustrating. I then proceeded to knock, then bang on their door. Stephanie bolted out of their office fuming, ran into the hallway, & shouted 3 times that I was "very rude." She said that she does not now have office hours & she is trying to train people because your office is short staffed. She proceeded to threaten to remove my order from Tuesday, September 21st. I replied that that was up to her. She impulsively decided she would stop my order & return my glasses. She left me standing in the hallway totally shocked at this crazy & unwarranted escalation. She then added further insult by slamming the door in my face. After 5 minutes she reappeared in the hallway with my glasses, credit card refund receipt, & this time slammed the door even harder. PS, my glass frame is now VERY STRETCHED. It was tightened at Warby Parker (where I bought them 2 years ago) just before I arrived for my appointment with Stephanie on September 21st.
Is this the way that Biscardi Vision wants their customers to be treated? Did Dr. Biscardi have the knowledge that Stephanie had a nasty attitude & disposition? Frankly, I never spoke to a 74 year old woman the way that she, a 30-something woman, spoke to me. I had never been treated with such contempt & condescension by someone who is dependent on maintaining customers. Evidently, "customer service"is not part of her repertoire.
I see nothing wrong in my wanting to be able to easily contact a business especially when I'm spending $500. Yelling at me that I'm "very rude" is inappropriate & condescending. How am I supposed to know that she is not having office hours now, that she is short of staff, or that she is presently training people. Someone should be manning the phone at the reception desk. I noticed, however, on Tuesday the 21st that the woman at the front desk was also an angry & short tempered woman. The only "rude" people are Biscardi employees. They are smart, but impatient, arrogant, & hostile. read more
