I’m extremely disappointed with my experience at this optical office and feel that there were several serious issues with how my order was handled.
My daughter and I went in to get glasses, and I ended up spending over $500 on her glasses. When I was choosing my frames, the employee who took my measurements specifically took the frames I selected out of the case and proceeded with the process. I was under the impression that the frames were covered by my insurance.
After waiting about a week and a half, I went to pick up our glasses expecting both pairs to be ready. My daughter’s glasses were ready, but mine were not. I was told that there was an issue with my insurance coverage. The biggest problem is that nobody contacted me, called me, or left me a voicemail to let me know that my frames were not covered or that my glasses would not be ordered. I had to find out myself after waiting all that time.
I later called to ask for the denial letter so I could understand why my insurance did not cover the frames. That’s when the situation became even more concerning. The optometrist gave me a completely different explanation and stated that the frames I selected were old and had never been sold to anyone.
That explanation does not make sense because my sister had previously gone to the same office and purchased the exact same frames. So now I’m left wondering why I was given one explanation initially and a completely different story later.
There were simply too many red flags: poor communication, lack of follow-up, and inconsistent explanations from the staff. If the frames were not covered by my insurance, I should have been informed before waiting for my glasses and certainly before assuming my order was being processed. Unfortunately, the situation became even more disappointing when I spoke directly with the owner/optometrist. While I was calmly trying to explain the entire situation and express my concerns, she abruptly and rudely ended the call instead of allowing me to finish.
Regardless of any language or communication differences, I believe every customer deserves to be treated with respect, patience, and professionalism. Hanging up on a customer who is trying to address a legitimate concern is unacceptable and only added to my disappointment with this experience.
As a customer, I expect transparency and professional communication. Unfortunately, this experience left me feeling that my business was not valued.
I would strongly recommend asking questions about insurance coverage and getting confirmation in writing before proceeding with an order at this location.
