This situation began on 10/2/25, when I had my eye exam here. Because my eyes were dilated, I did the best I could choosing glasses while my vision was impaired, which is important to note. After leaving the appointment, I nearly got into two accidents driving home because I could not see properly. I later learned I was supposed to be given protective shades after dilation, which I was not provided. This was concerning from a patient safety standpoint.
I purchased the glasses that day for $300+ out of pocket, including an additional $40 insurance in case of scratches or damages.
On 1/5/26, I returned because the glasses broke—a screw came loose, the arms fell off, and the frames were significantly bent.
First visit to resolve the issue:
To my surprise, no attempt was made to fix the frames. I was given a phone number to call, which later turned out to be incorrect. I was also told that if replacement frames were sent, the lenses could be swapped.
Today, I returned twice.
On the first visit, I brought frames I purchased myself on eBay to try to expedite the process. The secretary was polite and did attempt to help by popping the lenses out to check fit, but after determining they wouldn’t work, I was again given a phone number—and the lenses were not even put back in.
I called, followed instructions, and went to LensCrafters in Harrisburg (5⭐️). Although they did not sell me the frames and did not involve my insurance (Davis), they reinserted the lenses, fastened the arm, and straightened the frames for free. The technician took time to review my coverage and told me that since I paid for additional insurance, the original provider should either repair the broken hinge or replace the frames under the one-year warranty.
Reluctantly, I returned again. Once more, I was told this was not their responsibility and that I would need to deal with my insurance. I explained that someone who never received a dollar from me—or my insurance—helped me in under five minutes, and that at minimum, that level of assistance could have been offered instead of sending me back and forth.
While the staff was mostly polite, the lack of ownership, follow-through, and basic care over multiple visits was frustrating. When a business sells the frames, the insurance, and the service, some level of basic support and patient safety should be expected.
I left peacefully—but extremely disappointed.
