Terrible Management, Defective Glasses, and Unnecessary Headaches I want to start by saying that the office staff and doctor were nice and genuinely tried to help. Unfortunately, my experience with the eyeglass manager and the optical side of this practice was an absolute nightmare from start to finish. I ordered progressive glasses through them, and twice in a row the lenses were manufactured with the laser markings/etchings directly in my line of sight, making them completely unusable. On top of that, neither of the two frames I selected fit correctly, even after multiple adjustment attempts by their team. Getting any resolution required relentless effort on my end: Unprofessional & Dismissive Management: After leaving multiple messages and calls, the eyeglass manager finally contacted me. Instead of taking ownership, she forced me to repeat the entire situation over and over. She then proceeded to essentially call me a liar—insisting that all progressive lenses have visible etchings in your vision, despite the fact that I was actively wearing a functional pair from elsewhere that did not. Moving Goalposts on Policies: They advertise a 30-day policy, but as soon as I requested a return and refund for the defective product, I was suddenly told the policy "only covers adjustments." After endless back-and-forth, she finally agreed to accept the return and process a refund. However, it took another two weeks and multiple additional phone calls just to actually receive my money back. To top off this masterclass in terrible customer service, after failing to deliver functional eyewear, wasting weeks of my time, and putting me through the wringer, they decided to formally dismiss me from the practice. This is the only eye care facility covered in my area, so because of this manager's refusal to resolve a clear product defect professionally, I now have to drive an hour away just to see a new eye doctor. Complete failure of quality control, patient care, and management.
