Dear Patient Relations Team, I am writing to file a formal complaint regarding the conduct of Caroline, the General Manager of your Windham, New Hampshire office. I have been a loyal customer of this location since your company took it over, and before that with MVC. My family and I have primarily supported the Windham store as we live in town, and over the years we have entrusted this office with a significant amount of business. Unfortunately, the experience I had today with Caroline was unacceptable and needs to be addressed at the corporate level. Earlier today, I visited the Windham office to return an unopened package containing two boxes of contact lenses along with a trial pair. Caroline was assisting another customer when I arrived, and I waited patiently until she called me to her desk across the entire office without getting out of her chair. When I explained that I needed to return the lenses and the reason why they were unused, she told me that the order had been placed through Ben at the Hampton location "and this was NOT her box" and that she was not willing to process the return because she did not want it reflected on her profit and loss statement. The look on her face told it all because you could tell she was just looking to cause a problem and make my life more difficult. I told her I believed returns could be processed at any store, but she refused to accept this return. I left the office and contacted Ben, the new General Manager of the Hampton location. Ben informed me that her refusal was against company policy and that she could have easily coordinated the return with him over the phone if she "didn't want to take the hit to her stores P/L." What concerns me most is that Caroline was aware of the correct policy and chose not to follow it. She admitted this when I called her back. If this a game or a business? Her actions felt punitive and directed at me as a customer, which is extremely disappointing given the long-standing relationship my family and I have with your organization. When I called her back to relay what Ben had said and to inform her that I would be reporting the incident, she suddenly offered to accept the return. At that point, the damage was already done. This is not the first time I have observed issues at the Windham office. Under Caroline's management, the environment often feels unprofessional. Staff members are casually dressed, food is visible on counters or being eaten from drawers, and the overall atmosphere lacks the professionalism and care I expect. In contrast, Ben consistently goes above and beyond to create a positive client experience. His leadership is a tremendous asset to your organization. I respectfully request that this matter be reviewed at the corporate level. Caroline's conduct today was inappropriate, contrary to company policy, and damaging to customer trust. read more

Eye doctor was OK , he leaves at the end of June, 2025. Glasses were extremely expensive compared to prior (similarly private) places I have been to. They do offer some deals, which is what I got. I wanted to use my expensive sunglass frames and just get prescription lenses, but I was quoted more than the cost of two pairs of glasses. On a positive note, they came in one week faster than advised. Also, Dawn at the front desk was super helpful and friendly . read more

Amazing staff!! Prices were very fair and a big selection on hand. I only waited a week for glasses to be ready.

It's a pleasant experience at myeyeDr. Caroline was very helpful and quickly fixed the problem for my big frame glasses to the right fit. read more

I'm 78 and wearing glasses since I was 20 so I've been to a lot of eye doctors. The two doctors I've seen since I started going to MyEyeDr have been great. I've been happy with the glasses I received. My last trip to the facility I got talked into progressive lens which I really didn't want but I allowed myself to be talked into them, so it was mostly my fault. I brought them back and they reordered regular lenses and reimbursed my card for the difference in cost and were very nice about it. The only gripe I have is when they were showing me the price list for different types of lenses, the last two items on the list were not the same. One was the lense type while the last item was a special package of coatings so if you picked the last item thinking the cost of the glasses was what was listed you were wrong. The last two items are additive, so the cost of the lenses ended up being twice as high as it appeared. Again, mostly my fault by not asking. This last item is why I rated MyEyeDr a 4 instead of a 5. One thing I would like to add here. MyEyeDr is at the mercy of the lab they use like every other optometrist office. I went to a very expensive optometrist group a few years ago and had nothing but trouble with the new glasses they had given me. I later found out the lab had mixed up the prescription of the right and left eye and the finished lenses were opposite of what they should have been. The optometrist had not caught the error when the new glasses came in. This is way I'm willing to give an optometrist the benefit of the doubt when there's problems with the lenses. read more

Salem NH location (used to be Salem Vision, which was great). Now they do not stock any contacts and if you order they take weeks. I used to be able to order my contacts over the phone and they would be in a couple of days later. I paid for them when I picked them up. Now you need to pay in advance and it is at least a couple of weeks. Went for my annual appointment almost a month ago and ordered some glasses, which were supposed to be in within a week or two. I just called and there was a "quality control" issue and they need to remake them and the office has no other information other than it could be a couple of weeks. I toold her the last time I got glasses there (Salem Vision Center), Steve made my glasses in 20 minutes. Their response was they don't have a lab onsite anymore because they are an MyEyeDr facility and have no equipment. I didn't order any contacts this visit because they were $25.00-$50.00 more than other retailers and online. The "specialist" tried to tell me that prices have increased for everything. When you "check out" you can't just go to the counter like before you need to sit with a "specialist" which makes it this whole process. I'm out - time to find a non commercialized office again. read more

If I could leave -100 stars I would worst experience I've ever had a lady try to fix my glasses and then broke them and did not say anything. When I left in the car they were broken I came back to the store and everybody was dumbfounded on what happened. I asked if they could get me a new glasses I said hold on we need to talk to a manager the manager never called me back worst experience I would never go back be careful with this organization of eyeglass store read more

The frame of my glasses was coming apart. Caroline was very sweet and so accommodating. When I told her I couldn't return the following day to pick them up, she said she'd find time that day to fix them. They were fixed when I returned and they've been perfect ever since! read more

my sons glasses were under warranty, it took close to 3 weeks to get a replacement. within days the hinges became loose. we took them back in and they refused to do anything saying we used our one warranty on the glasses. Be needed a pair of functional glasses so we ordered a new set. they told me they would be in in two weeks. it's been a month and they have no update of where they are the keep saying 'the lab must be backed up'. my son has a vision impairment so being without glasses is not an option, I would not recommend this facility to anyone. read more

I am truly disappointed by this office. First of all, they first told me that they did not accept my vision insurance even though their website said they did. After a few call back & forth, they supposedly finally figured it out. They told me that the person was new. I guess this should have been my first clue that things would not go smoothly. Dr. Iyore gave me a competent exam. Ordered my glasses and was told that my portion of for the glasses was $324. I paid that. Two months later, I received a bill for $136.61. Could not figure out why. Called my vision insurance company and was told that they did not have any claims for me. Doing a little research, I found that they billed my health insurance for my exam. It was denied as they don't cover vision - this is why I have vision insurance. I called the billing office 3X and left message as you can't talk to anyone. NEVER received a call back. Finally called the Windham office and spoke with Cassidy. She told me that they didn't put my glasses through the insurance because it was cheaper for me to get my glasses with their promotion. Still have no idea what that promotion was, but I was never told about a promotion. The only reason that Cassidy could give were that they had new people. Sorry, not my problem. I have asked and will continue to ask for a detailed invoice of exactly what my promotion was vs. using my vision insurance. When I asked when I would hear back, Cassidy didn't know. Well I will continue to be in contact with my insurance company as well as their office and until I get that information. This is no way for a doctor's office to operate. I will update my rating when & if this is ever resolved. Until then, buyer beware! read more