Overall really disappointed with my customer service experience.
PROS-
Super easy scheduling online. Can look at different locations to see the quickest appointments. Can check daily for cancellations. Booking was easy and super convenient. Location was also convenient. Speaking to person on the phone went well as far as asking insurance information and any questions I had. Office was clean, optometrist and front office was incredibly nice.
CONS-
Customer service with the assistants had a LOT to be desired. The woman who helped me before the DR was incredibly rude..she left MULTIPLE times to take personal calls including her husband and realtor and went so far as to have her actual ringer on her phone- totally unacceptable and rude. You are at WORK, and while I understand some people might be experiencing some serious issues like dealing with an older parent, sick child etc(that's not what she was attending to) .where you might need to have your phone on you, you are still at work and need to care for your patient and not leave the room for 5 mins to talk to your realtor. Really bad look for the practice. Also, you can just wait 5 minutes until you are finished to attend to PERSONAL NON-EMERGENCIES. Once I finished my appointment, I waited around for 15 minutes to get checked out. I kept getting bounced around from employee to employee and it was getting a little insane to the point I was just ready to walk out. I had 125$ to use for my insurance and decided to use them for my contacts. It took forever to finally check out, and they told me it was going to be ONE WEEK to get them in...finally decided to call to see if they were there and sure enough they have been sitting there for DAYS . TOTALLY UNACCEPTABLE!!!!!! you can't have someone call me to tell me my stuff was in?! Literally what do these people do all day.
Oh that's right- they sit around and talk to their realtor while on company time and working with a patient.
Overall, I'm hoping these things were just a small hiccup and not how this practice is on a daily basis. I would still go back to one of their locations off of convince in booking and I did hear one or two people say they had pleasant experiences, but I'm not too sure I would go back to the Milford location based on this experience. read more