Currently at a 1-star but will update if warranted.
I called a month ago to schedule an appointment. I stated I would need contacts within 5 weeks before I leave the country on a trip. They said no problem and booked me out about two weeks. I had a fantastic visit now almost 3 weeks ago with the Dr.; she was great.
The issue is everything after. After not having my trial lenses after a week, I called. They put me on hold for about 5 minutes while the checked. I had a feeling then that things wouldn't end well. They told me they hadn't arrived but it would be any day. 8 days later, still nothing so I stopped in. Brian, possibly the 'manager', was working and seemed very annoyed I was there to check the status as it had been over two weeks. He starts opening drawers, going from the front to the back apparently looking for my contacts. He logs onto a computer to check something, but doesn't give me an answer as to if they are there and lost, or if they haven't arrived or if they are on back order. He said he would call the supplier in an hour when they opened and call me. He didn't. I called back, I texted the provided number, I emailed, no response. It's now 4 days later. Still no response. So I called the other location to see who I should go to since Brian isn't assisting and I feel my issue is being gated. The person I spoke to (Corey) at the Hudsonville office was pleasant, listened to my issue and said that the Dr. I that I saw in Grand Haven was in her office currently so she would check with her after she finished her current appointment. All I wanted was my prescription so I can go order contacts right away before I leave the country. But here's the thing. I was told that I wouldn't get a call back because it was almost closing time and that someone would have to call the next day. So we can't spend an extra 2 minutes to call and give an update because it's closing time? That truly shows a lack of care about the situation as a whole. I'll update when there is resolution.
