Harvard Square Eye Care

This was my second time using this store, which was last fall, and I had another deeply unpleasant experience. I had actually forgotten how horrible this place was during my first visit a few years ago. While their optometrist is very good, the customer service staff is terrible. I went in for an eye exam to get contact lenses, which is covered by my insurance with a $10 copay. When the staff realized I was figuring out my insurance policy to compare prices, trying to see if it was more economical to buy through them or online elsewhere, their attitude completely changed. They became aggressive and threatening, claiming I would owe $175 if I didn't buy my lenses directly from them. They even lied and said an order had already been placed. I felt completely mistreated and frustrated by their behavior. After confirming it was cheaper to order online using my prescription, I chose not to buy from them. Sure enough, they sent me a bill for $175 because I didn't purchase my lenses through their store. I ended up paying it just to be done with them. They absolutely take advantage of you, especially if you aren't 100% sure about your insurance policy. I strongly recommend avoiding this place unless you are absolutely certain about your benefits, otherwise, expect them to take advantage of you. I would avoid this place at all costs.

Poorly managed with abysmal communication. If there is an issue prolonging your order they will not contact you about it. The communication lines between them and their labs leave much to be desired as well. Took them over a MONTH to tell me the frames I picked (from their shelves) will not work with new lenses, and only after I contacted them. Save your time and go someplace else. However, the doctor herself was lovely and the desk associates were pleasant.

I am a long term patient and had a sudden contact issue- I thought it was stuck under my eyelid, and walked in around 1 PM, no appointment. They were able to help right away and were so kind and accommodating. Really appreciate them being so flexible. Highly recommend.

I have had similar negative experiences to others who have left reviews. The doctor was fine enough, though somewhat rude and rushed me. The staff sucked $600 from me (after insurance) for useless glasses that were the wrong prescription, and refused to fix it when I asked several times. I came back the next year, and they told me my contacts would be covered. When I showed up, they wanted to charge me $150, claiming "the insurance kicked it back," with no proof or elaboration. I had to walk away without contacts because I can't afford that right now. So I have been a patient for 2 years, and have nothing to show for it other than money lost and worsening eyesight. They only want patients with 20/20 vision.

When I walked into an empty office with three staff members present, I was met with poor communication from the start. One staff member in back spoke about rescheduling without making eye contact, which was confusing. When I approached the front desk to check in with the front desk lady, the same staff member told me—abruptly and without courtesy—that I was 15 minutes late and would need to reschedule. I understand policies and being late. What I did not appreciate was the rude, shaming, and dismissive tone. There was no empathy, no professionalism, and no attempt at respectful communication—especially considering the weather conditions and amount of snow outside... It's not easy to get around Somerville. Disgusted I left and return later to address the issue directly with the staff member. At first she was trying to pin it to the front desk lady who was warm and welcoming. I clarified I didn't appreciate the way she talk to me and her tone. While she apologized, the interaction had already left a bad impression. After reading recent reviews, it’s clear this is not an isolated issue but a broader customer service problem. Harvard Square Eye Care needs to do better with staff communication and professionalism. It's hard to not feel profiled with the current situation going on around in our country. Unfortunately, this experience has cost them a long-time loyal customer.