Customer service is disappointing at this office. I wanted to establish a new optometrist closer to home. I have a personal connection with one of the doctors and thought this should be a quality place. On a whim, I stopped by Plainfield Eye Clinic to schedule appointments for my husband and me. After working with the front desk, I was able to get an appt on two different days for us. I supplied them with all of my insurance information and send a text of my insurance card. Within 24 hrs of scheduling, my appt was reschedule due to doctor having car problems. That's fine. Everyone is human. I accepted the new appt and updated the calendar. The very next day I receive a phone call asking what was the date and time of the rescheduled appointment. They had scheduled me for two different appointment times. This started the unnerving part of my experience. I arrived 10 mins early to my appt to make sure I had time to complete paper work. When I walked in, I was asked for my photo ID and insurance card. While I understand this is protocol- I informed the front desk I had texted it on the date I made my initial appt. When they had me complete the insurance verification with my patient information, I commented on my insurance and how to process it. She informed me that Anthem medical does not cover routine exams. I let her know this is true for the typical plan but she wanted me to say something when I checked out. From there, there was no "someone will be with you"- just empty air. I roamed the optical to look at the so-so frame selection. I could over hear patient conversation about purchasing glasses. The opticians were using terms the patients wouldn't know to sell products. There was a patient who had a prosthetic eye and they kept talking about ABBE values. A patient isn't going to know that. They should have said something along the lines of "hey we are using "x" material because this will protect your sight and have the best vision for you". That is something the patient understands. When you move the patient out of polycarbonate and they have only one good eye- they would be concerned about safety and sight. Finally, I was taken back for pretesting. When the tech worked with me, she handed my glasses back- they were so smudged I couldn't see well out of the one lens. I stopped her at one point and mentioned that I needed to clean my glasses. Further down the testing, she told me I needed to be dilated and reached for the drops. It wasn't a question...just "the doctor wants this". Okay, they asked me if I wanted to get photos of my retina. I previous experience, this is in lieu of dilation. If I was a new patient why would you ask me to pay for photos and then insist that I get dilated? Maybe this should have been explained at the front desk to help my decide how I wanted my appointment to go. However, I told the tech I did not want my eyes dilated- her entire demeanor changed with me. Short directions. Then she went to room me, all lanes were full. I patiently waited for my room to be ready. I get roomed by another staff after sitting for 20+ minutes. The room I get placed in had the "dirty card" still on the sign. She told me she just cleaned everything- but this was not promising. Doc comes in, we chat. She apologizes for the wait. Patients were rescheduled into double bookings again due to personal matters. Exam goes, doc doesn't tell me I need to come back for dilation and continue to optical. While in optical, I converse with the lady at the table. I explain some of my insurance- tell her what I wanted in glasses. After she gets everything placed into my chart, she gives a grand total. I ask a simple question about what she did with my insurance plans. She just says "we can't do that". I ask her to go ask the manager- she brings out someone who is NOT the manager who consistently tells me what I know to be true is wrong and they as a business cannot do this because doesn't allow it. I ask her to give me all of my information as I am not coming back. The first optician could have gotten this information before pricing my glasses. The second one was trying to be professional but couldn't explain anything other than "we don't do that". I ask the second optician to go get a manager. When she left, I could hear the entire conversation about me with various employees behind the wall. The staff made comments that were audible to patients and myself. After waiting for another 20 mins, I left. I had a lunch hour for the appt- was told it would take 45 mins since I was not doing a CL exam. I had spent two hours at this location to have one of the worse customer service experiences in optometry. If you cannot do something- education your patient. Don't use "because I said so". Or explain optics to patients in terms only a professional would understand. Inform new patients that the doctors always want them dilated at 1st appt. I am sure if only one incident happened, I would not be writing this review. read more

Great dr and staff. However, they double book and I cannot believe how long they make someone wait. My appt was 3:05. It is 4:12. I have yet to be seen. Keep in mind, there r no emergencies currently and waiting room is empty. Only dr offices can make a person wait this long. Unfortunately, we don't have many choices when u find a good dr. Just is frustrating when you don't have many options with insurance ... there is a lot to be said about keeping appts. I understand 15 minutes behind etc. this happens every time I come here. So frustrating to go through this to see a good dr. I guess he is worth it, but everyone's time is valuable- not just doctors. It is now 4:16. Still not seen and no I did not get my eyes dilated. read more