I am not someone who routinely leaves Google reviews, and when I do, I generally try to give businesses the benefit of the doubt. I understand that people come to work intending to do their jobs well, and that mistakes can happen. However, my experience with this office has been sufficiently concerning that I feel compelled to document it accurately and objectively. It also helps me understand why there have been so many recent one-star reviews describing concerns about rude communication, lack of cooperation, and poor customer service—particularly over the past several months and, in my experience, increasingly in 2026. I had my eye examination on January 30, 2026, and received my glasses in May 2026. Unfortunately, the near-vision portion of the glasses did not work properly for me, and I was experiencing significant difficulty using them. I contacted the office in approximately June and was told that they would honor another recheck. I was specifically told that if they determined there was a problem with the glasses, they would replace them without requiring me to pay anything. At that time, there were a couple of dates that did not work for me, and I was told that I could call back later to schedule. Because I wanted to make sure I understood the terms correctly, I **specifically asked whether there was any time limit for taking advantage of this recheck**. I was clearly told that **there was no time limit**. I subsequently contacted the office in July and was given an appointment for August 28- for which I cleared my schedule. Then, on August 26 at approximately 4:45 PM—**just two days before my scheduled appointment**—I received a call from the office informing me that they would no longer honor what I had previously been told. I was told that because it had been “so long” and that I would have to pay for it if my insurance did not cover the visit. This is not simply a matter of being unhappy with a policy. The issue is the **inconsistent information provided to me and the fact that I specifically asked about a time limit before relying on the answer I was given**. If there was a deadline, that should have been communicated to me when I first contacted the office—particularly because I expressly asked whether one existed. I also find the explanation that “the person who told you that did not know” particularly troubling. If a representative of a business provides incorrect information to a customer, the appropriate response is to acknowledge the mistake and make a reasonable effort to correct it—not simply place the consequences of that mistake on the customer who relied on the information provided. Likewise, a dismissive “I’m sorry,” particularly when delivered in a rude tone, does not adequately address the issue. An apology is meaningful when it is accompanied by accountability and a genuine effort to resolve the problem. I am not claiming that every employee or every patient has had the same experience. I am documenting **what I was told, what I relied upon, what I scheduled, and what subsequently occurred**. Businesses are certainly entitled to establish policies and time limits. But those policies need to be communicated clearly and applied consistently. When a customer specifically asks whether a time limit exists and is told that there is none, it is unreasonable to later impose a previously undisclosed deadline after the customer has relied on that representation and scheduled accordingly. **If you make a commitment to a customer, you should honor it—or, at the very least, take responsibility for the consequences when your own staff provides incorrect information.** That is not an unreasonable expectation; it is fundamental to professional and ethical customer service. I hope the office takes this feedback seriously, because this situation could have been handled very differently and professionally with a simple acknowledgment of the mistake and a reasonable attempt to make things right
