I chose to come here for needs because they take my insurance (VSP) and got excellent reviews on Yelp. Additionally, I like to support local businesses when possible, and the location is very close to my office so it made sense all around to visit Helen Kwong.
I went in to have my eyes checked on 1/21 in the afternoon. My experience was very pleasant. She was able to check my eyes and give me a new prescription and she also taught me about what she was doing along the way. Then, when I went to place my order for new contacts, she said she would be able to place it as a 2015 order on my insurance because I had called in 2015 to set up the appointment so that's when the claim was opened. She informed me the contacts would likely be ready for pick up the next day! Sounded great. And since I already wear contacts, I didn't have to pay for a contact fitting which was nice. I ordered three boxes of contacts and paid for them while I was in the office (my insurance didn't cover the full cost).
Well, I never received a call from them on 1/22. In fact, I had to call the following week on 1/27 to find out what happened with my contact order. I was informed that my contacts were not ready and it would be 7-10 days from when the order was placed on 1/21. I was okay with that as I know they can't always control those sorts of things.
Well, I just placed a call today, 2/10 to find out what the status of my contacts is because I still haven't heard from them! They don't have my contacts and don't have an explanation. The reception staff believes the order was never placed and that the Dr. only ordered me samples. They informed me they do have samples. They think there was a confusion. Well, 1) I paid for the contacts already because I wanted three boxes, not just a sample. 2) if they thought I wanted a sample first, why didn't they call me to inform me there was a sample ready for me to try? 3) I also need new lenses for my frames, and I was told that i would be contacted when I can drop my frames off (they advised about five days from 1/21). They still have not said I can drop off my glasses for new lenses.
I am optimistic they will make it up to me and be able to get contacts for me ASAP, but I am very frustrated not only that they completely dropped the ball but that I was the one who had to follow up with them and alert them to their mistake. It seems they completely forgot about me the moment I walked out of the door. We will see if/how they make it up to me, but I feel that others should be warned that while my service in the store was great, it has been very frustrating actually getting anything from them. read more
