I've gone to Hiemstra's for at least five years for my eye examinations. Their eye doctors and examination staff are very knowledgeable and courteous. Their technicians are also very helpful with providing choices for glasses and assisting with adjustments to your glasses. The only negative is the cost of their glasses. read more

Been going here for many years. I ordered some glasses and was told that the 1 year warranty is included in the price he gave me. Then I learned all on my own that he was charging me $25 for the warranty without asking me and then saying it is 'included in the price.' well yeah it is you jackass because you added it! Will be going elsewhere in the future. read more

My experience started and ended good. What took place in between time, not so good. I had a great appointment with Dr. Beelen for my exam, and with Mark getting my lens order placed at the Portage store. When I picked up my glasses in Paw Paw - per my request - Jen was spot on with making sure I was pleased with my purchase. Before leaving the Portage store on November 11th, Mark said I should expect my glasses in a couple of weeks and if I hadn't heard anything by November 25, to call and follow up. That date arrived and I had not heard a thing. I called the Portage store to check the status of my order. The person on the phone said she thought one pair was in but not the other and she would contact the lab to have someone call me back by the end of the day or the following Monday. Before I hung up, I asked to confirm that I was going to be able to pick up my order at the Paw Paw store - which I had requested and worked out with Mark back on November 11. I never heard another word. Another week went by, and I called again. This time I was on hold for 8 minutes before a recording informed me to leave my name and number and someone would call me back. No callback. The next morning, I called in again, and I was told I was on the list for a callback and that someone would call me shortly. About half an hour later someone called me advising my order would be ready in a couple of days. Then a couple of days later I received a message stating my order was ready. I called back - only to be on hold for almost 5 minutes - to confirm my order was at Paw Paw. I was told if I wanted them at Paw Paw it would take an additional day or so. Well, I've waited a month, what's another day or so? The next day I got a message advising my order was at the Paw Paw store. I ran over on my lunch on December 12th and that's when I encountered Jen, who was more than pleasant and helpful. I chose Hiemstra's because they were able to get me in much sooner than my regular optometrist. I'll be going back to my regular optometrist from here on. read more

Great service and friendly people. I love the Romence Road location. So helpful in choosing frames.

-If you go, speak with the gentleman named Mark.- Husband left Hiemstra a few years ago over quality, price and service. As being a Hiemstra customer for as long as I have had glasses, I held on; until now. A misleading local phone number sending me to an operator instead of the store? Really? Made it a hassle to call the actual location the dozen times I did checking in on glasses that took 1 day shy of two months to get. Because no one was calling me when the glasses came in, as well as the prescription not getting changed to the correct one. Stumbled upon the saint that works there named Mark. Went through things thoroughly and alongside me and we came to a resolution of finally getting my glasses to me. Although no positive accolades for the employee who went above and beyond, they did refund me for my glasses as I had asked. Given the option that or sunglasses. Half the issue seemed to be the lab they use, as well as employees not wanting to do the job description. Sad to see another "What once was" happening in my local hometown area. -I won't be backing Hiemstra anymore as everyone I know is jumping ship, however I will back the gentleman at the Romence location named Mark. read more

I have to say I am impressed with everyone at Hiemstra. The docs listen. The staff is amazing and the people who fix your glasses are so helpful. Dale is by far my favorite fixer. Every time I go and and he helps me he makes me feel like I am a vet valued customer. They also know insurance like the back of their hand. They can help you get the most eyewear for your buck. Thank you to the whole team at Hiemstras. You make wearing glasses easy and fun. read more

Really like Dr. Morrison. He is patient, kind and very knowledgeable. He really helped my hubby after retina and cataract surgery with glasses and a prism lens that corrected his vison better than it's ever been. Thank U!!! On the negative side, I do not like going through customer service every time I need to call the Portage office. Just give me the direct #. Hope management is listening as this needs to be corrected. read more

I am a very happy and satisfied client at Heimstra Optical. For the past 30+ years I have used glasses, bifocals, and both types of contact lenses. I have always received excellent care from all of the office staff and technicians. This is a friendly office run by efficient and helpful people. The Portage location recently completed a massive remodel project. Their site is now very modern and laid out very well. This location also hosts the annual Heimstra Eyeglass Fashion Show. It is one of my favorite events to attend each year. read more

Would give a 0 if it allowed me to. tell you one thing on the phone and something totally different when you come in. WASTE OF TIME, don't ever go here. Very unhelpful. read more

So very disappointing. I have been going to Hiemstra for over 40 years. However the experiences I've had this year have made me change. They couldn't answer my questions and didn't even try to find an answer. They didn't want me to look at certain glasses that I wanted to look at. They kept trying to force glasses on me even though I told them exactly what I wanted and exactly what I was not interested in. They kept telling me things that they could not do for me but never offered any suggestions or options of things that they could do for me. And finally when they have your insurance information from the very beginning and don't say a word about not being in network so instead of having my glasses covered at a 100% I had to pay 100%. I know customer service is not what it used to be but Hiemstra customer service has become worse than pathetic. read more

I had my appointment to get a new set of glasses. They told me their next apt was 2 weeks out. Turns out the glasses have been ready for days but I can't just go and pick them up. I don't understand why pick ups are not prioritized better. I feel like they took my money but don't care about me. Nuff said. Done with these appointments. read more

I came to Hiemstra after going through a cornea transplant from Ann Arbor. I saw Dr. Emily Schmengel and Tony on Romence Rd. Both people were very efficient and patient in determining my treatment and my decision to stay with glasses. They both went the extra mile for satisfaction and cost. Everyone was very friendly andprofessional. This appointment for Mary vandenberg read more

The doctors and technicians are great. They friendly and genuine people that want to help their customers. However, I have been seeing the same doctor her for 25 years and everything else has gone downhill. The prices are outrageous even with insurance. Their turnaround time on lenses is 2 weeks if you're lucky. I had to wait 2 months to get I just to have them look at the damaged frames of my glasses only to be told they don't support that brand anymore (the lenses were less than 2 years old). I now only go to Hiemstra for check ups and make all of my purchases online at Zenni and Liberty Sport. I cannot recommend that anyone go any Hiemstra location to purchase glasses or contacts. read more

My mom and I waked into this store to purchase new frames and lenses. We were there for 20 minutes and not one person approached us to help or acknowledged us. Because of the poor customer service, we will go elsewhere. read more

I've been using this shop for over 8+ years now. I think they've started to go downhill, especially their customer service orientated attitude. I had an eye appointment for 10AM. They called at 8:30 and left a voicemail saying that the optometrist needed a personal day for family reasons. When I called the number given no one answered the phone, as it was before listed business hours. When I called back again I was transferred to a rude employee in 'customer service' who did not seem to understand that the cancellation was bad on THEIR part, and that it was THEIR job to set it right. When this 'customer service' employee finally started listing possible make-up appointments the nearest was over a week away. My wife and I had to make arrangements just to schedule the appointment that THEY cancelled, regardless of why. The least they could do, if they were a legit business with it's head on straight, was own up to the fact that the entire situation was them dropping the ball. Not being able to cover and handle problems that arise (and lets be honest these things happen *all* the time, good businesses just deal with it) is them dropping the ball. Not being able to smooth things over with customers that have to re-re-arrange their schedules because of cancelled appointments is them dropping the ball. Most importantly having an employee who obviously doesn't care about customers in a position of 'customer service' is them dropping the ball. If you don't care about me as a customer, or as a patient/client, enough to make an effort to keep my business why should I bring it to you? Why should I bring my hard-won $ to your business? Who is bringing business to whom, and who is the customer? Sadly it seems the staff is forgetting this all-important aspect of business, so I am taking my business elsewhere. read more

Just left there from having frame repairs and adjustment. Dale was great at explaining the repair and suggested an alternate replacement part. Great service! read more

While visiting relatives in Portage Michigan I noticed that a lens was falling out of my glasses frame. The holding screw had broken and could not be tightened. Heimstra optical was nearby so I took a chance that they could repair the frame. They were totally friendly and said let us see what we can do. Ten minutes later they returned my glasses saying we vibrated the broken screw out and replaced it with a new screw. Everything is adjusted and tightened. We also put on new nose pads. I asked what I owed them and they said nothing. Enjoy my trip back to California. This is a class operation and I would highly recommend them to all glasses wearers. read more