This optometrist office used to be great. Sadly I think the new owner is in over her head and does not care about patients. She cancels her own appointments and hires other “fill in doctors” without informing patients in advance to enjoy longer weekends. Sadly, the “fill in doctors” have little experience and it makes the process confusing. Also, after ordering glasses (non prescription) and being told by employee a credit card is necessary to get glasses into the store and saying you can decide when they arrive for you to make decision of actually purchasing glasses. Keep in mind they will not give you a receipt at this time and tell you you will get it when you decide which glasses you like.
This happened and at time of pick up I declined one pair and it took 3 weeks and too many calls to be told refund would not be refunded back to original payment. After finally taking the time to walk into the office and being told doctor would not see me, I was given a receipt finally!
At pick up, I finally could feel, and see glasses in person and actually try them on. For context, I purchased 3 pairs of glasses (I decided on two out of three) I declined one pair and was told a manger would call me about refund, but that was not accurate- until you call and call and call. But only after I went into office (and doctors was unavailable to see me) did I receive an email from the doctor stating, “all glasses are final sale.”
Nowhere is the “final sale” posted, printed issued on receipt, or even verbally stated. The business practices are questionable! I used to love this office but my family has had too many issues this year. Also, keep in mind the employee retention is terrible! Maybe that is why the employees have no idea how to handle this office because they don’t receive proper training and all make up their own sale practices.
I feel that the lack of experience, professionalism, training, communication and confusion are all factors to be considered in this establishment. The doctor displayed more concern about her personal social life than maintaining her own appointments or following up to ensure patients were informed of her absence and “fill in” doctor notice.
Lastly, text reminders are sent for you to acknowledge and agree to your upcoming appointment and you follow through but somehow their system will auto generate more and more texts. You get to the point of even calling and speaking to the office staff to let them know you’ve replied yes to texts and maybe there’s a glitch and want to confirm the yes with a live person. After that they send threatening texts that your appointment will be canceled because you have not replied yes to text. This is extremely rude because appointments are scheduled so far in advance.
********update 11/18/25********
Doctor has called me and has tried her best to follow up and has been trying to issue a “one time refund” via a mail delivered check that was not received. Latest update was they contacted their billing department for a replacement that I will pick up this week. I do hope they set better informative signage if truly “all sales are final” or perhaps be considerate of the fact that most people like to physically hold and try on glasses to see if they’re a good fit before making their final decision.
Based on how the doctor has handled this situation, our family will give this office a chance to work through some of the issues mentioned above. I do believe the doctor is trying very hard to make things right.
