I had a very bad experience with both Eyesite locations, Cerritos and Newport Coast, so this review will cover the poor customer service in both locations. My insurance is covered through VSP and Eyesite Optometry was listed as a provider for our area. After I had read decent reviews online, I decided to have my eye exam at the Newport Coast location. After the exam, I was told I would require two prescriptions, one for distance and one for reading/computer. Although I brought my own frames, I did look at several pairs at this location. There were a pair of Chanel frames I loved, but thought the cost was quite high. After going on my phone to look an Chanel's website and several other online stores, I found that the price at Eyesite was indeed significantly marked up. The official Chanel website listed the exact frames I liked and when I called a local Chanel store, they quoted me a retail price much lower than Eyesite had them listed for.
I did have my distance prescription created with my own frames and without an issue, so I decided to return to have my second pair created as well. The second time I returned with a pair of my own frames, I was told that the computer/reading prescription was not listed on my chart and had mistakenly never been entered. I was told the doctor who I saw for my exam was out of town and would not be back until the following weekend. I asked if another doctor was present that would be able to examine my eyes, so that I could have the other lenses created. At this point, I was told that I should wait for them to hear back from the doctor that I originally saw or come back when she was back in town and have my eyes reexamined.
Since I didn't want to wait another week, I contacted the Cerritos location to see if a doctor at that location would be willing to assist me sooner. I spoke with Sarah, the manager at the Cerritos store who assured me that a reading/computer prescription could be determined using my distance prescription and that should have been communicated to us at the Newport Coast store. She let me know that another doctor at their location would determine my second prescription and that they would move forward with creating my lenses and would have the frames transferred from the Newport location to Cerritos and would take care of them in their lab. She also assured me that they would cover the cost of the lenses and that they wanted to make this right, so I trusted this would be the case. I also received a follow-up call from Dr. Rosenblum (owner) to let me know that my lenses were being created and that they wanted to make this situation right. I confirmed with him that my lenses were to be the single vision lenses with blue light coating and he confirmed this. I also asked him to confirm what Sarah had agreed to in terms of the lenses being covered.
A few days later, I received a call from Sarah letting me know my glasses were ready for pickup and that the total cost would be $270.00. I asked her why this cost was so high, especially since I was told the costs would be covered. I also mentioned that with my insurance, the cost should not be this high. Sarah then quoted me $125.00 and said this was with my insurance and an additional discount from them. This still seemed very high, since my lenses are totally covered by insurance and any additional treatments are also an additional percentage off. When I asked for a breakdown of costs, Sarah did not explain why the cost was so high. I also asked her why I was never contacted to go over the cost and breakdown of what the lenses and additional treatments would cost before they preceded to create the lenses. I was not happy that I did not authorize these additional costs, etc. I was then told they would offer them to me at cost or take the lenses out and return my frames if I didn't like their customer service. I chose to have my frames returned after this whole bizarre situation, because they didn't provide exceptional customer service, so I'm going to another provider to have my lenses created.
If you do go to either of locations, do so knowing that they mark up costs on their merchandise and move forward on creating materials that have not even been agreed upon or authorized by the customer and then try to negotiate on the cost and tell you that you're getting so many discounts and a great deal...don't buy it...and don't consider this a normal or honest business. read more