Both associates I've interacted with got defensive very quickly. The last one I saw snatched a document I was turning around to read to compare to my insurance cost. He mocked me for asking about the sequence of events to get my glasses. He claimed my pupillary distance was 26. When I asked in what unit he had no idea what a "unit" was. I asked in mm? He said yes 26 mm and then said "we're know what we're doing we've been doing this for years". My distance is actually 55mm. For the price they charge they have no idea how to provide quality customer service. Rude, unintelligent, unprofessional In response to the owner: Your whole reply is off topic and half is inaccurate. Nothing justifies his mocking both me and the previous client (after they left). As a grown man your salesperson needs to be in control of his emotions. read more

Dr. Komm and his staff were so nice and accommodating! We had a 5 star experience both times we went. They squeezed us in last minute and Dr. Komm save the day and took the debris out of my dad's eye! Thank you guys.and we will be back next year for our annual check up. read more

I've been taking my family to Colonial Opticians for almost 10 years; every member of my family has frames from there and we have always had an incredible experience there. We've all seen Dr. Kromm for exams and gotten multiple pairs of frames over the years. Until this most recent situation. My daughter's $300 frames, less than a year old, had the wire holding the nose pad break off. This is not something that would be a big deal ordinarily, but in times of corona everything is different. I'm pregnant and high risk so my husband took my daughter in. The person who waited on them who says he is the owner, John Williams, offered my husband the option to replace the front of the frame or to sauder the nose pad back in place. He did say the saudering might damage the frame. He did not say that saudering it would void the warranty on the frame. My daughter needed her glasses quickly instead of in a few weeks, so my husband opted to do the saudering. When he got home I saw the entire outside of the lovely frames was completely discolored and jagged. The workmanship was incredibly sloppy. They had replaced one nose pad but not the other, so one was old and discolored and the other was nice and new. I called to speak with them and was told that even though Mr. Williams did not mention that the warranty was voided, that is too bad for us, as it is now voided. He made some rambling speech about my husband being an adult and making his own decisions; not sure how that is relevant since he made a decision without the information that Mr. Williams could have easily provided. Now we are left with damaged frames and $320 wasted. I have never been treated so poorly here and will simply go to another optician in future. Most of the employees who work here are lovely and have always gone above and beyond to ensure a high level of customer service. It's kind of surprising given the way we were treated by an owner. Apparently the owner is the only person working right now so be aware if you go in for repair at this time that your level of workmanship will not be up to what it typically is. I seriously cannot imagine any other employee handing me back the damaged, melted, frames this man did and thinking it was ok. Mr. Williams, the owner (?) did not tell us saudering the frame would void the warranty. He did not tell us saudering the frame would melt the entire top of one lens. Why? The nose pad holder is nowhere near that. He did not tell us the top of the lens would have melted curly plastic edging into the field of vision. He did not tell us that we had the option of replacing the front of the frames UNDER WARRANTY. I think it's funny he admits to not mentioning the warranty to my husband; he wanted to put one over on us, and he did. Also? He says he did not notice that the nose pads were different colors when he replaced one and not the other. You can judge that for yourself from the photos. That's apparently the quality of workmanship you can expect from the OWNER of the shop. read more

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My family has used Colonial Opticians for all our optical needs for years. They have always provided us with the best service. They are a little more expensive but worth it. We use our own Ophthalmologist for eye examines. read more

I had been to three different eye doctors for something simple and They all made everything so confusing , cost a lot and my issue was never fixed. Colonial opticians ( kentlands ) were amazing! The doctor kept it easy, explained all in simple terms and didn't tell me I needed 5 different things! He was honest and beyond wonderful to work with! My issue is gone and I am so happy with what he told me I needed! Highly recommend them. read more

Went to check out some glasses, was turned off by the staff. No customer service skills at all. Would not visit this store again.

I requested an annual regular check. Dr. Gregory T. Komm OD did some tests outside my request without informing me first. I ended up paying for tests I did not request for and I don't need it. read more

I stopped in two weeks ago with a new prescription (I had my last prescription filed here). I believe in supporting local businesses, even if it means paying a little more. I was quoted $1000 for two sets of progressive lenses (I had my frames from last time) and was told that my third pair (Oakley sunglasses) would require checking with the owner as the they are phasing out Oakley. I was told I would hear back in a day or two. I called a few days later and spoke to someone else who said the person I saw was out that day and would follow up with me the next day. I made sure they had my number. Having not heard back, today I went in and saw the lady I first met with two weeks ago who said she had not heard back from the owner and clearly made no effort to follow up and didn't appear to remember me. So much for loyalty to local businesses. They must not need my $1000 and are sadly lacking in customer service skills. read more

I've been using this place for several years. All the employees and the doctor are professional and capable. There is one employee that I feel deserves mention by name and that is Anne. I travel for work and she has been able to assist me over and over again with time sensitive situations. I took a pair of glasses with scratched lenses there on Friday before leaving the area for several months. She made no promises but called me this afternoon as I was leaving for the airport and had my repaired glasses ready to go. If this was the only time she has been so excellent I wouldn't bother writing but this is just one of several examples where she has proven to be the most helpful employee that I have ever met. She deserves to have her salary doubled. read more

One of the hardest things about moving to a new city is finding doctors you feel comfortable with. Dr. Komm is just wonderful! The staff at this location are also very friendly and patient (I took forever choosing frames and had a million questions). The clientele is diverse and they seem to embrace that as well. If they don't have a frame you're looking for, they will order it for you to try on. The prices are much steeper than your run of the mill LensCrafters, etc., but since we used our insurance it wasn't a huge concern for us this time around. read more

I am really disappointed in this store. Our household has spent about $2k at this store in the last couple of years. They have a great selection and while pricier than other stores in the area, I always justified the cost because of the better quality and better service. But a recent experience has left me pretty disappointed. I purchased a pair of glasses from this location this past summer. Within 48 hours, the glasses came apart (at a place where they should have been glued together), and I went back to the store. Someone in the store fixed them and told me they were good to go. Over the next couple of months, I had to go back two more times, again because the glasses came apart at the same spot, as well as one of the arms just fell off. I rarely wear the glasses and they were always kept in their case when not being worn (which is often because I was frequently wearing contacts this past summer). During my multiple trips back to the store, I was never given the option of returning them to the manufacturer. Various people who work in the store would "fix" the glasses and tell me they were OK now. This past week, the glasses came apart while I was driving down a mountain road (yeah, dangerous! they just broke in half while on my face, which happens quite often when I wear them) I went back to the store today and told them that the glasses needed to be replaced, because I wasn't going to keep coming back to the store to have them "fixed" (it appears that the manufacturer made one of the holes too large, thus causing them to constantly come apart). I was told that the only option was to send the glasses back to the manufacturer for repair, which would obviously take a few days and would leave me without glasses. I would be OK with this if I had caused the problem (heck, I would have even bit the bullet and purchased a back up pair from the store), but the glasses are clearly defective and I don't want to just get back a defective pair that has been "fixed." I paid about $600 for these glasses (I purchased a similar pair a couple of years ago and they have held up quite well). I was told that I could speak with the store manager, but the only option was to send them back for repair. I feel a replacement makes more sense. I am sorry, but if a store isn't willing to offer me a complete replacement for a product that is clearly defective, we've got an issue. I was really patient in dealing with this issue and kept giving them the benefit of the doubt. Perhaps that was a mistake on my part, but I am disappointed in the customer service I have received. I'd expect this from an Hour Eyes or some other cheaper chain, but Colonial is a really reputable local company and I expected something better. That's the reason I shop there. I am waiting to speak with the store manager and sincerely hope that they will correct things in a more acceptable manner. If they do, I will update this post accordingly. Update: The store called me today and they are working on resolving this issue. The issue with my glasses appears to be a problem with how the lenses were cut by the manufacturer. The store got the manufacturer to agree to repair the issue by replacing the lenses entirely. The manager of the store was very apologetic and in order to accommodate me, they are going to give me a pair of back-up glasses to have at no charge while we wait for the manufacturer to either fix my glasses or replace them. I am quite satisfied with this outcome, but just wish it could have been resolved sooner. read more

I was expecting more assistance in looking for frames from the reviews given. The selection was so-so at this location. It was suggested I try another location as they all have different things. Overall, a waste of my time. read more

They just lost us as a customer forever! They did examination for my daughters glasses and not for her lenses. Then charged for examination for lenses. When we ordered the lenses - they were priced more than other opticians in the area. Their excuse - we don't know what your insurance will pay for the lenses. We gave them the insurance information before hand - they should know before hand what the insurance would pay. read more

Great people. Very professional and knowledgeable. I couldn't adjust to progressive lenses. They made good on warranty with no hassles. They might be pricey but they are pros and not just salespeople pushing designer frames. read more

I had my Zeiss lenses and frames provided by Colonial 2 years ago. They did a fine job I had absolutely no complaints. Then I found my Zeiss lenses protective coating which carried a 2 year warranty were scratched and they were very accommodating and replaced the lenses for me since Zeiss Guarantees the lenses for two years from scratching. Then our insurance program changed and I went to Maryland Eye institute in Gaithersburg. They are excellent and extremely accommodating. They called Colonial Opticians in the Kentlands to get some information on the lenses. Colonial opticians refused to provide Maryland Eye Institute any information. The person on the phone said if "he wants any information about his lenses he better come back to our store"!! He was very arrogant on the phone and refused to provide my new provider my prescription information! I certainly would not recommend Colonial Opticians in the Kentlands they are not very friendly and certainly not cooperative! read more

Forget about this place. We had been doing business with colonial for 45 years. My last and very last business experience with Gaithersburg Colonial was they gouged me on replacement frames. When I got out the door, I had a vision problem from a smudge on the lens. I went back to ask them to remove the smudge and they refused stating that they tried to remove the smudge with alcohol but failed. After arriving home I was able to remove the smudge with tooth paste, and reported back as to the store an alternate method that works. Our thanks from the store was to take our future business somewhere else. read more

This place is great! An employee helped me find the best glasses for me (love them!) and the optometrist was friendly and knowledgeable. I had been suffering with uncomfortable contacts (and my previous optometrist's response was 'meh. you are getting older.') and the optometrist at colonial recommended a new brand and it's AMAZING. Like I'm wearing nothing at all on my eyeballs. Which is how it should be. 5 stars! read more

Arrived 4 minutes early for an exam and was left out in the cold waiting for the store to open even though an employee was inside the store. The place was dirty;floors and bathroom not clean. Not recommended. read more

This is probably the best optician I have ever used. They are knowledgeable and helpful, and I have never had a better correction with my glasses. I recommend this business to everyone!!!! My daughter needs petite frames, and they had an unprecedented collection of these. She is thrilled with her new glasses. read more

I have been a customer of Colonial Opticians for the past l5 years. yes they are a little more expensive than the 'mall' optician places, but the personal service is more than worth it. my glasses get more stress and strain than most other folks due to the line of work I am in, and whenever I bring them back in for adjustment or tightening, there's never a problem. I moved to southern MD. from Gaithersburg about 6 years ago, but I still go back there for new lenses and service. read more