Made a 40+ minute drive after seeing that Eye To Eye had a Saturday appointment available because I needed my contact lens prescription renewed. After checking in, I waited about 15–20 minutes before being taken back for the initial testing. Once that was finished, I was told to return to the waiting room and that the doctor would see me shortly. About 40 more minutes passed. During that time, a child came out with a family member, and I overheard them tell another woman in the waiting room with a child, “You’re next.” She then got up and followed the doctor to the exam room. My issue wasn’t the wait itself. I work in healthcare, and I understand that delays and unexpected situations happen. My frustration was the complete lack of communication. Other than being called back for the initial testing, no one acknowledged the delay. A simple, “Thank you for your patience,” or, “We’re running behind and apologize for the wait,” would have gone a long way. Instead, I sat there for over an hour with no updates whatsoever. Additionally, one of the front desk employees (older if the two working today) should be more mindful of the conversations taking place in such a small waiting room. Some of the comments being made to another employee were not appropriate for a customer-facing area. Nothing explicit or offensive was said, but there were internal complaints and audible frustration about customers not understanding their vision insurance. I understand that employees vent from time to time, but a waiting room full of patients is not the appropriate place to do it. After waiting over an hour with no communication, I finally told the staff I had to leave. I never saw the doctor, never received the contact lens prescription renewal I came for, and I’m still stuck wearing my glasses until I can find another provider. What should have been a routine appointment ended up costing me approximately 2.5 hours of my Saturday, including the drive, with nothing to show for
