I had a very disappointing experience at the LensCrafters location in Mellody Farms, Vernon Hills, with the exception of one doctor.
I originally came in for an eye exam in December, just before Christmas, for my routine checkup and to address pressure and dryness I was experiencing in my right eye. From the start, the doctor rushed through the exam, told me to “keep an eye on” the pressure, and issued the first prescription I’ve ever had in my life. The prescription was extremely strong and included a significant amount of astigmatism. Having spent six years managing optical locations in the Chicago area, I knew this was a drastic change for someone with no prior prescription history.
I proceeded with ordering prescription sunglasses, but once I received them it was immediately clear the lenses were far too strong. On top of that, the pressure in my right eye continued.
When I called to schedule a follow-up, the phone interaction felt rushed and dismissive. I clearly explained that my glasses felt incorrect and that I was still experiencing pressure and discomfort in my eye. I was told it would be an office visit, which I understood and agreed to.
On 1/29/2026, I returned primarily to have my eye health evaluated. I informed the front desk that although my prescription needed to be checked, my main concern was ongoing pressure, mild pain, and dryness in my eye. Despite repeatedly explaining this, staff insisted I could not be seen for a prescription check without bringing my glasses—even though I continued to state that my priority was my eye health, not the RX.
I was rudely interrupted multiple times and dismissed by the manager, who seemed far more concerned with clarifying billing codes than actually listening to why I was there. I fully understood I was paying for an office visit, yet that point was repeatedly pushed while my symptoms were ignored. At one point, it genuinely felt like they were prepared to send me home—despite me reporting pain and pressure in my eye—just to retrieve my glasses.
Eventually, I was allowed to see Dr. Ashley Plotkin before any additional testing, and she was the one bright spot in this experience. She listened, took her time, and conducted a thorough exam. As it turns out, my prescription was significantly incorrect, and I was diagnosed with corneal keratitis in my right eye, reduced tear break-up time (TBUT), enlarged optic nerves in both eyes, and increased blood vessel presence. I was also referred to an ophthalmologist and advised to be seen immediately.
I find it completely unacceptable that:
I had to pay for another office visit to identify issues that should have been caught during my initial exam, and
Staff nearly turned away a patient actively experiencing eye pain and pressure over procedural rigidity and poor communication.
Aside from one tall young woman at the front who showed some professionalism, the rest of the staff appeared to forget they are in the customer service industry. Dr. Plotkin was excellent, but due to the behavior of the staff and management, I have no intention of spending my money at this location again.
LensCrafters — please do better. Your staff needs training on listening to patients, prioritizing eye health, and basic customer service.
