I have genuinely enjoyed seeing Dr. Kroll, and I have always appreciated the clinical care provided during my appointments. I have been a patient of this practice for nearly 20 years, which is precisely why this experience has been so disappointing. I know this office is often booked months in advance, and perhaps the volume of patients contributes to a lack of individualized attention at times. However, after being with the practice for so long, I expected a much higher level of care and accountability when a significant issue arose. In January 2025, I purchased a pair of Fendi prescription glasses from this office for well over $1,500, once the frames, lenses, scratch-resistant coating, transitional UV treatment, and additional upgrades were included. Given the significant investment, I expected both the product and the post-purchase support to reflect a high standard of quality and accountability. Approximately seven months later, I noticed that the right arm of the glasses, specifically the area with the two stacked screws, had become loose and noticeably unstable. I scheduled an appointment to have the glasses adjusted. During that visit, the technician appeared rushed and simply tightened the screws. Unfortunately, that did not resolve the issue, as the right arm remained visibly wobbly in clear contrast to the left side. When I pointed this out, she stated that she did not know why it was still loose, did not appear to investigate further, and instead reassured me that the glasses would not fall apart because the screws were “tight.” As someone without expertise in eyewear repair, I trusted the professional assessment I was given. Fast forward to March 2026, and the issue I had originally raised became exactly the problem I feared: the bottom screw on the right side completely detached from the plastic arm, rendering the glasses essentially unwearable. I brought them back to the office, where I was then told by the optical technician that it appeared to be a manufacturer defect. However, because the actual break occurred just two months after the warranty expired, I was informed that nothing could be done. To make matters worse, I was also told that the manufacturer no longer produces the frame, meaning I could not simply replace the damaged frame and reuse the prescription lenses. In other words, despite paying over $1,500 for these glasses, I was left with no practical solution other than to purchase an entirely new pair of frames and lenses. That response was extremely frustrating and, frankly, unacceptable. The issue was clearly developing while the glasses were still under warranty, and I had already brought the problem to the office’s attention months earlier. At that time, the concern was dismissed rather than properly evaluated or documented. Had it been handled more thoroughly then, this situation may have been resolved before becoming a complete loss. Additionally, after reading reviews from other patients, it appears this may not be an isolated incident, but rather a recurring issue with how concerns like these are handled. If that is the case, it is something the office should take seriously and address proactively. For an office that sells luxury designer eyewear, I expected a much higher level of product support, follow-through, and customer advocacy. While I continue to value Dr. Kroll’s care as a provider, this experience with the optical department has caused me to lose confidence in making future eyewear purchases here
