My review is not about the students or doctors. We have been visiting this clinic for about 5 years now, and they have always been great. My complaint is about the glasses department, specifically one staff member called “Sara.”
As I mentioned, I have been taking my kids there for a long time. Yes, appointments can take a while, but that has never bothered me because I understand there is a process in place to make the correct diagnosis. We have always appreciated the care from the doctors.
The issue during our last visit was with a staff member in the glasses department, who I believe was named “Sara.” We were recommended special lenses for myopia control, and the doctor explained that the pricing and details would be discussed downstairs, which made complete sense since doctors cannot be expected to memorize the prices for every prescription and lens option.
I already expected that these lenses would not be covered by insurance, so that was not the problem. The issue was the way the information was communicated. The interaction felt cold and unwelcoming from the beginning. When I asked about reusing our existing frame, I was first told that the frame was “not good.” I questioned that because we originally purchased the frame there. After that, the explanation changed to saying the frame was fine, but not ideal for those specific lenses.
When it came time to pay, I was told everything would be taken to the front desk since we were finished. Instead, I was left waiting while she talked with a coworker, and overall I got the impression that she did not want to be there or deal with customers. Her attitude came across as rude and dismissive.
These lenses were very expensive, and so was the frame. We are talking about glasses for a child, where parents are already trying to invest in something durable and high-quality. Spending close to $1,000 in one visit between the appointment, frame, and lenses is a lot of money, so will appreciate patience, respect, and understanding.
Another strange thing was that my phone number in the system was suddenly incorrect. In all the years we have been coming to this clinic, that has never happened before. Maybe it was just a coincidence.
I am not even completely sure the employee’s name was “Sara,” as the person was not wearing a name tag. My review is simply meant to point out that customer service matters, especially in a role where you work directly with families and children. A little kindness and professionalism can make a huge difference in a stressful and expensive situation. I also want to thank the rest of the staff, who have always been very nice and polite, except for this person.
