If I could've given 0 stars I would have.
I've been a patient at DiVito & Martin Optometry since 2012. My doctor is Dr. DiVito, but I've seen Dr. Martin once before, and I always have a pleasant visit until today.
I scheduled an appointment about a month ago for today, November 1, 2022, at 12:45pm.
I arrived, did the usual paperwork, and took a seat.
I was called to the back at roughly 2:10pm to do the routine tests then was instructed to take another seat and wait again.
I didn't see Dr. DiVito until around 2:30pm, and the visit was less than 10 minutes. He addressed some eye-related concerns I had then offered me a 25% discount on any pair of glasses for my wait, leaving me satisfied.
He walked me to the area for contacts and was on his way. I received my contacts and was walked to the area to pick out my glasses.
There was a lady with her mother, already being assisted by an employee, searching for glasses for her mother.
There was also another employee at a desk reading a file. I presume assisting the lady with her mother.
The lady walking me to the glasses area sat my file on the table and proceeded to look for someone to assist me.
She walked toward the back office to find someone just as another employee was walking out.
She asked the other employee to assist me. She responded "NO! I have to see who's next. I'm sorry" in a "that's not my job" kind of tone and walked off apathetically.
The lady from the contacts area instructed me to just begin looking at frames and I'd be helped shortly and then left.
The other lady grabbed the file from the desk and saw I was in fact next.
I was already looking at frames when she asked if I wanted glasses. I replied yes. She asked a second time, and I didn't respond.
I obviously wanted glasses. That's why I was brought over here and why the contacts lady was searching for someone to assist me.
I looked at every pair of frames in the store, some even twice, before she asked if I wanted to see something in particular from the cases.
I declined. I was looking for a pair of frames that resemble the glasses I already have, which I purchased from here.
She never asked if there was something in particular I was looking for nor did I feel like she wanted to assist me based on her initial statement/tone.
She walked off and proceeded to tell another employee "Maybe someone else should help her".
I agreed, and as I proceeded to tell her about her lack of customer service and how she didn't want to help me from the beginning, the incident escalate.
She quickly informed the manager of her version of the story, leaving out any fault of her own.
The manger, not willing to hear my side and over talking me, proceeded to tell me his employee was correct in how she handled the whole ordeal.
When I asked for a comment card, I was told they didn't have any. Very convenient.
When I asked for the manager's superior, I was told there was no one else to speak to. Oh, okay.
As much as I love Dr. DiVito, they won't be getting another dollar of my money. I don't spend my money where I feel I'm not welcome.
Ultimately, I left without purchasing glasses, and I don't plan on returning nor referring anyone else to DiVito & Martin Optometry.
The employees as well as the manager needs a refresher course in customer service. read more