I wish I had read the Yelp reviews more closely before going in. The Google rating of 4.8 gave me confidence, but unfortunately my experience did not reflect that level of service. From the start, communication was lacking. On my first call, I was placed on hold for over eight minutes. That should have been my first sign. At the end of my exam, I was told my out-of-pocket cost would be over $100 even after increasing my vision coverage this year. A few days later, when I called to order contacts, I was quoted $130 over my allotted amount. I asked for my prescription (which was sent promptly), did some research, and later called back to order a six-month supply. Over two weeks passed with no update. When I called to check, I was told the contacts had never been ordered. I was then quoted a lower price. I even specifically asked, “Are you sure?” because I had already been given different numbers before. I was reassured that the price was correct. Based on that confirmation, I decided to order a full year and paid upfront. During this time, the 30-day trial pair I was given ripped — something that hasn’t happened to me in years. When I asked if I could receive another trial pair due to the ordering mistake, I was told trial lenses cost $40. Meanwhile, my original order had never even been placed. I’ve had to wear older lenses with an outdated prescription while waiting for this to be resolved. On 2/26, after still not hearing anything, I called again. I was then informed there had been an error in pricing and that the cost was nearly double what I had been told. I asked when they became aware of this issue, and was told it was the same day I placed the order (2/13) — yet no one contacted me. I was told the lenses would arrive on 2/27 by 3 PM. When I finally received the call that they were ready, I learned the wrong order had been placed — only a six-month supply instead of the full year. Which really is okay, I prefer sending my additional money to an office that values my business. The repeated errors, inconsistent pricing, additional charges, and lack of proactive communication made this an extremely frustrating experience. I will not be returning.
