I’ve been bringing my children to Harlem Eye Care Epic for over 7 years, and until recently, I never had an issue. The staff used to be welcoming, organized, and professional, which is why I stayed loyal for so long. Unfortunately, after my recent experiences with the new receptionists and newer doctor, I will not be returning. I came in to pick up my daughter’s glasses after being told they would be ready by Friday. Since they had my old phone number, I never received a pickup call, but after being a patient for years, I knew the normal process. Even after explaining multiple times that I was there for my daughter and not myself, the receptionist repeatedly asked for my birthday, became confused, and could not find the glasses. Instead of listening, she began helping other customers and had another woman step in, who immediately found the glasses in the same drawer the first receptionist had already checked……………………………… I also wanted to finalize my son’s glasses order, which we had already discussed during our previous appointment. We were specifically told we could come back once he decided on a pair. Despite there being multiple employees at the front desk, I was told I had to wait 30 minutes for the original receptionist because nobody else could supposedly access his file. Later, another receptionist quickly found all of his information with no issue………………………….. confirming the earlier confusion could have been avoided. I was then incorrectly told that my son’s insurance would not cover the glasses, even though the process had already been approved during our appointment. Only after I sat down to call my insurance company myself did they suddenly say it was covered after all……………………………….. What bothered me most was not the confusion, because mistakes happen. It was the attitude. The passive aggressive responses, dismissive tone, lack of communication, and complete absence of an apology made the experience extremely frustrating. I also experienced a similar cold and unwelcoming attitude from the newer eye doctor. I waited before writing this review because I did not want to respond emotionally, but after thinking about it, I realized this was repeated poor service from multiple staff members. After over 7 years as a loyal customer, this experience was disappointing enough for me to decide not to return. I truly hope management takes this feedback seriously because the office I once trusted feels completely different now. We genuinely miss the old staff…..
