Came here based on a recommendation by family friend so I thought I'd give them a try....by far the worst decision I could have made.
Initial Visit - July 2018
Initial appointment made with ease for my daughter and I. She was getting new glasses and I was getting new contacts so we completed our eye exams and placed our order. The associate who was assisting us after the exam had several difficulties with the system. Not sure if she was new or just having issues that day but we were there for over an hour trying to get our orders placed. She (associate) tried multiple times to receive help from other staff members there including from the office manager Ronnie throughout the entire process but was not assisted until the very end. Why? Just a guess but witnessed multiple people stop in just to VISIT with staff, along with seeing the staff chatting and laughing amount themselves. I paid via insurance and covered the remainder in full, after that I left frustrated but I let it go and thought I'd hope for the best. Staff advised they would call when the orders came in.
Three weeks after initial visit - July 2018
Daughter glasses came in three weeks after the eye exam appointment. Just over a week after the vision center's estimated arrival. Did they call me? Nope. I called...twice. The first after 10 days, confirmed the order was not in yet. The second time I called at the 3 week mark at which time staff confirmed the glasses were awaiting pick up. Upon picking up the glasses and having them fitted, I also ask the associate helping us if my contacts had came in yet. Associate confirmed no, they would call when they arrived.
August 2018
1st week of August I call to follow up on my contacts as I still have not heard back yet, mind you...1 month now of waiting. Associate confirmed no, they would call when they arrived.
September 2018
Still nothing. I decide it would be best to go in to ask this time around. Was greeted by an associate who first asked if I called to confirm they were in. I let her know this was an order placed 2 months prior and I had not received a phone call. She checks and asks me to have a seat. Eventually she comes around to let me know her manager is looking for them and says 'sorry' and leaves her other patients info right on the desk I'm waiting at. I am left sitting for nearly 15 minutes when eventually the office manager Ronnie comes by. She sits down and non nonchalantly states the will be reaching out to follow up to see where the order is at because it has not arrived. Ronnie displays zero lack of empathy of the situation, zero customer service, and makes the comment "usually our customers contact us then we follow up". Each time with more rudeness. Till the third occurrence to which I remind her of all the follow ups I have completed on my part.
I will be following up with Corporate on the matter. The lack of professionalism, lack of customer service, unethical behavior on top of the noted HIPAA violation is absolutely horrendous. Take your business and go elsewhere! read more
