I visited Astute Vision Services on three separate occasions regarding my eyeglasses order. During my first visit, I received my eye examination and prescription. On my second visit, when I picked up my glasses, the prescription appeared incorrect and I had difficulty obtaining assistance. I repeatedly requested that staff contact my insurance provider, but my concerns were not addressed until the doctor told them to. During that visit, I was informed that I would receive a complimentary contact lens examination because of the issues that had occurred. On my third visit, the prescription in the glasses appeared improved. However, when I asked about the transition lenses, I was instructed to go outside and test them. When the lenses did not darken, I was told they might require additional time. During the same visit, when I asked about the previously discussed complimentary contact lens examination, the interaction became uncomfortable and I felt my concerns were dismissed. Afterward, I discovered that the glasses did not appear to include transition lenses. When I contacted the office, I was informed that transition lenses could not be provided because of my prescription. This information conflicted with what I had previously been told during my in-person visit. I was also informed that I had left before staff could explain this, which does not reflect my recollection of the interaction. As a patient, I found the experience frustrating because I received inconsistent information regarding my eyewear order and felt that my concerns were not handled professionally. Given that the issue involved my vision and prescription lenses, I expected clearer communication, accurate information, and a more respectful customer experience.
