I have been a patient here for several years and have always received 5-star care from the doctors and clinical technicians. However, my recent experience with the Optical Department Manager, Julie, and the administrative "gatekeeping" has been deeply disappointing.
When I picked up my new glasses, they were visibly misaligned. Before I even looked in a mirror, Julie told me, “Well, one eyebrow is higher than the other, so if you’re looking in the mirror, that’s the problem.” This was not only an insulting and incorrect comment about my appearance, but it was also nonsensical as I hadn't even seen my reflection yet. It ultimately took five adjustments by a technician to get the glasses to fit correctly, proving the issue was the frame alignment, not my face. No apology was offered at the time.
Seeking accountability was equally frustrating. The front desk told me I had to lodge a complaint with Julie about Julie before I could speak to anyone higher up. When I finally reached Julie on the phone, she claimed she did not have an email or phone number for her superior, Barbara.
When I finally spoke with Barbara, she apologized and said she would address it internally, but she actively discouraged me from leaving a Google review, noting that the doctors monitor it and are "very busy." While the medical staff is excellent, no patient should be insulted regarding their physical features or given a runaround by the front-of-house management.
