Eyecare East

My last appointment here was the final straw. Unfortunately, it looks like I am not the only person who has had this issue. I got a bit out of whack on ordering contacts and ran out (I wear dailies). I order them from 1- 800 contacts because that is where I found the best price. I was about to go out of town and did not have any, so I was in a bind. I thought “oh I will just call my eye doctor that I have been going to for 5 years. Surely they will be understanding and give me a sample to get me through the weekend.” I was mistaken. They gave me some runaround about how due to Covid, they did not have any samples. (It is 2026?) I was confused. I asked that if I were to come in and actually get a new prescription, I would not leave with a couple pair of samples? They begrudgingly said that i would - so they did have samples, they just would not give me one. Even though my prescription was not expired, I was desperate. So I went in and actually got fitted for a new pair of contacts the morning I was leaving for my vacation so I could leave with a few samples. The entire thing stressful and unnecessary. Separate note - the lady who did my initial intake literally scoffed at me when I told her I wanted to opt out of the $200 eyeball scan! I was in a hurry, and am also in my twenties ??? How concerned should I be that I might have glaucoma? Overall I am fairly positive that I would’ve been treated differently if I ordered contacts directly from them in the first place. As if that is their main job - to sell me contacts and not be my eye doctor! If you are looking for an eye doctor that is going to care about you, and help you out in a time of need this is not your place. Will be going elsewhere now

Extremely Disappointing Customer Service We’ve been patients with this eyecare provider for several years and have consistently purchased glasses for our entire family. Unfortunately, over the past year, the level of customer service has declined to the point that we are actively looking for a new provider. While waiting for a contact lens order to arrive, I called to request sample contacts for my high school son who ran out. The front desk staff immediately asked whether I had ordered contacts through them. When I explained that I found a better price at Costco, I was told it was “against their policy” to provide samples unless contacts were ordered directly through their office. Despite explaining our long-standing relationship and history of purchasing glasses and even contacts for our entire family, there was no effort to help or show flexibility. It wasn’t until I asked to speak with a manager that they suddenly agreed to provide samples. In a separate situation, my wife called while at a different location and asked for her prescription to be emailed. She was told it would take an hour. Even after explaining that she needed it urgently she was still told it would be about an hour. She then drove to the office and arrived to an office without any patients in the lobby. The lady at the front desk said she didn’t answer the phone and said they had a “call center” upstairs. 🙄 She then provided my wife a copy of her prescription which could have been easily emailed to her earlier and saved everyone time. Overall, the lack of ownership, urgency, and basic customer care has been extremely disappointing. This experience feels transactional rather than patient-focused, which is not what we expect from a healthcare provider. To be clear, this feedback is not a reflection of the Collierville or East Memphis locations, both of which have always been professional, responsive, and easy to work with. Unfortunately, based on these recent experiences, we will be moving our business elsewhere.

Staff very helpful and nice! Doctors give thorough exam and listened to me. Highly recommend!

Eyecare East was the best experience I have ever had when going to the eye doctor. From the moment I walked in the door I was met with smiles and amazing customer service. Dr. Paul Mormon was very personable and informative making sure all my questions were answered. Samantha and Dana both made sure to go over insurance coverage and costs during the process of picking out contacts and glasses and made sure I was satisfied with my choices prior to leaving. I can’t say enough great things and will be referring anyone I can.

Needed an eye exam short notice before an important medical appointment. Dr Haba did my exam and was able to get me lenses cut short notice before permanent ones came. Super knowledgeable and helpful. Great customer service. Will not go anywhere else for optometrist.