Since I’ve received multiple texts asking me to leave a review, here you go. First, I want to say that Dr. Cooper is fantastic, as is the assistant who takes you back. I have been wearing contacts for 30 years, so I am certainly not new to the process. At my appointment on August 7, Dr. Cooper ordered two different types of contacts for me to try, with a follow-up appointment scheduled so we could see how they were working. I was called on August 17 and told my contacts were ready to be picked up. Unfortunately, I had a family emergency that required me to leave the state. The office called me twice, and I also called them back to let them know I would pick up the contacts when I returned and that I needed to cancel my August 26 appointment. When I went in today to pick up the contacts, they refused to give them to me and told me they could only be given to me at my appointment. I explained that the entire purpose was for me to actually try the contacts and see how I liked them. How am I supposed to know how two different pairs of contacts sit and feel on my eyes if I am not given the opportunity to wear them before my follow-up appointment? Thirty minutes in the office isn’t enough time to properly evaluate two different pairs of contacts. What frustrated me most was the communication. While I was speaking with the receptionist, the optician who had originally called me decided to call out across the office that she was the one who called me and that she did not tell me I could pick them up. I actually had the voicemail and played it for the receptionist, and it clearly showed that I was told to come pick up the contacts. Despite that, I still left the office without my contacts that I had been told were ready for me. I don’t appreciate being given conflicting information and then being told that I was not told something when I had documentation proving otherwise. I was also told I could drive to Rancho Bernardo (I’m at their Fallbrook office) to see Dr. Cooper, and I was told he wouldn’t be there on Thursdays. That was confusing to me because my children are actually scheduled to see him on an upcoming Thursday. When I asked if I could possibly be worked in around their appointments, I was told that I could, followed by the comment, “Don’t be late, it’s only 30 minutes.” I have never been late to an appointment there, so I found that comment unnecessary and unprofessional. I want to be clear that my issue is not with Dr. Cooper or the clinical care I have received. I think he is excellent, and the assistant who takes you back has always been wonderful. My frustration is with the communication, the contradictory information, and the way I was treated when I tried to resolve the situation. I would hope the office can take this as an opportunity to improve communication with patients. I shouldn’t have to prove what I was told through a voicemail, only to still leave without the contacts I was specifically called and instructed to pick up. If what they are saying is true, then why would I have been called and told that my contacts were ready for pickup in the first place? If the contacts were only supposed to be given to me at my appointment, the only call I should have received was to confirm my appointment. The fact that I was specifically called and told my contacts were ready to be picked up is exactly why I went in expecting to receive them.
