Elgin Family Eyecare

Always a great experience here! All the staff is super friendly. Natalia who works the front desk is very kind and will make sure everything is taken care of for you. The doctor was friendly, informative and personal. Beth was absolutely amazing and one of the kindest people I’ve very met. She probably spent a good hour helping me find the perfect pair of glasses that was in my price range. After talking with her she knew my style and picked out glasses she thought would suit me best. After we found the perfect pair she even gave me a discount on my glasses. Overall super friendly staff, amazing service and great doctors.

This used to be such a great place to get glasses, contacts etc. Over the past two years, there have been so many things that are concerning. One, if you don't call back to confirm your appointment, it will be cancelled. Two, if you do confirm and arrive early or on time, you're still guaranteed to wait 30-45 minutes before being seen. Once seen, I had to wait three separate times before there was someone who was available to order eyeglasses before the store closed and they couldn't put orders in anymore. My son's glasses had to be sent back three times because the right lenses weren't ordered for the frames, my husband just cancelled his order for having the prescription so far off that he couldn't see. He told the office this and they told him it would get better with time. He was in there and couldn't see and he took them to try to drive and said he got to the corner to turn on to Randall. He put his old glasses back on and took them back to get a refund. I ordered glasses at the end of March. I was told 8 to 10 business days, maybe 2 weeks. I have been waiting almost a month and a half with the message that they're either going to be there in a day or two and they'll call or two that they're being expedited and they'll arrive in a day or two and they'll call. No glasses, no calls. Horrific on so many levels.

The front desk staff is absolutely useless. I had an appt last week, due to Covid I called as soon as they opened and was on hold twice for over 10 mins. One call rescheduled on hold for 20 girl on phone stated they were busy. Explained I had to cancel my appt due to covid. Today I had an appt for 9am, I wrote down my appt time and thought it was at 9:30-10 I called again, 9am and was on hold for several mins. I finally get in touch with the same girl at 9:16 and she stated they can take me at 9:30 I did advise her I will be there in a few mins and will be late. I arrived 14 mins after 9:30 and she told me they have a 10 min grace period… why wasn’t this told on the phone? Then I get a notification today at almost 11am stating my appointment is at 9. Not only is their system crap but so is the basic customer service front desk. I got so fed up I didn’t even want to rebook an appt again. Front desk should advise if there is a grace period!! Typically places will tell you 10 mins grace period or so I even tried to call again when I noticed I was 7 mins late and no answer. Why offer to book me an appt for 9:30 at 9:16 and not let me know of the grace period in advance?

This place charges WAY too much for glasses that break within 14 months (just outside of their scammy 'protection plan' timeframe!). I was out over $1k for one pair of glasses and exam, only to have them take 45 minutes to even notice me sitting at the repair desk, before finally telling me they were unfixable and out of warranty. Oh, and if you go here, be prepared to be upsold on EVERYTHING. They miss no chance to sell you more crap/exams that you don't need. The optometrist wears nice, expensive Italian leather shoes, though.... Go literally anywhere else. You'll thank me.

Dr. O'Neill is thorough with his exam, personable, and takes the time to listen to and address my concerns. The entire staff is professional, welcoming, and caring. Thank you!