Extremely disappointing customer service and patient experience at the Cohen’s Fashion Optical location. My family had multiple negative interactions with the store manager, Cathy, while trying to pick up our 12-year-old son’s contact lenses.
A few weeks ago, I went to pick up my son’s prescription and another employee was already assisting me when Cathy interrupted and told me I could not receive it because it wasn’t mine, even after I explained that I am the parent of a minor patient. The interaction was unnecessarily confrontational and unprofessional.
Today my husband went to pick up the contacts and was again met with Cathy, who told him our son had to be physically present. That requirement was never communicated when we were called and told the order was ready for pickup. When my husband explained that our son is currently in Tennessee with me, she began taking the contacts away and repackaging them instead of calmly explaining the policy.
After my husband insisted on receiving the contacts for our child, she handed them over but made the remark: “It’s your problem if he scratches his cornea.” That type of comment to the parent of a minor patient is extremely inappropriate coming from someone working in an eye care / optical office, especially from a manager.
When I later called the office to ask for her name and information, she repeatedly spoke over me and ultimately hung up the phone.
I also overheard her speaking in Spanish to another person and referring to “people” always wanting something, which I understood and found troubling given the situation we were experiencing.
Policies are understandable, but professional communication, respectful treatment of patients, and basic conflict-resolution skills should be expected in any healthcare setting especially from management. I hope corporate reviews this situation carefully, particularly since it involved the parent of a minor patient.
