My daughter had an eye exam at 5:20 p.m. I arrived 10 minutes early, even though I had already completed all of the paperwork online, to make sure there was nothing else that needed to be done. We were clearly the last patients of the day. The receptionist was warm, welcoming, and very kind. The doctor was also friendly and made us feel comfortable throughout the appointment. Unfortunately, our experience changed when it came time to select glasses. The sales representative seemed frustrated and irritated, and even my daughter noticed it. I understand that it was the end of the day, but as a customer, I still expect to be treated with patience and professionalism. When I expressed concerns about the total cost—which I believe any customer has the right to do—it seemed to add to his frustration. He looked up my insurance information, but I got the impression that this was an inconvenience for him. I thanked him and even commented that he was probably ready to go home for the day. I paid in cash and requested a receipt but never received one. What disappoints me most is that the excellent service provided by the receptionist and doctor was overshadowed by this interaction. I left feeling unwelcome and frustrated. I fully acknowledge that the sales representative may have had a long day, but that should not affect a customer's experience. My other daughter has an appointment next Thursday, and I sincerely hope our experience is different. If not, I will not be returning. I could have easily taken the prescription and ordered glasses online, but I chose to support this business and expected a better overall experience.
