New England Eye Center - Wellesley (Tufts Medical Center)

I am disappointed with the office communication. I left with my prescription but I did not review it until I got home. The reading prescription appeared way off so I called to ask if I could talk to someone. First call I was told that someone would get back to me. No response, so I made second call and that was interesting. The receptionist said I should go into CVS and try a few pairs of glasses on to see what works. Really? I made a third call and asked to speak to a practice manager or office manager. This time they wanted more than my name and asked for date of birth, etc. and they still have not gotten back to me. Apparently this practice does not grasp customer service. I give it 2 stars because they appeared to be competent but when you run a business it has to be more that that.

I arrived five minutes late for a 9:45 appointment. After waiting for one and a half hours I was told that there are two more people ahead of me. I been been back two more times and the experience has been much better. The medical staff is very professional.

Dr Urman and Dr Huntler are the greatest. Very clean and nice clinic, friendly front desk staff.

These people are terrible with communication and being on time. After months of waiting for a scheduled appointment for a consultation, we ourselves found out, without the administration calling us or telling us by the way, that they rescheduled to a later day early in the morning because the doctor was not present in the center that whole day. That alone is such an inconvenience. Other people also had similar problems and they had to drive for so long to the center only to find out their appointments were rescheduled without prior notice. To make matters way worse, on the day of the rescheduled appointment, the wait time was ridiculously long for us and everyone else in the waiting room. We waited for over two hours past our scheduled appointment time and we left without seeing the doctor. This whole place is a joke. I don’t ever recommend going here.

This office is horrible. They left my mother sitting around for over two hours and never told her this is "normal" for this office. She had a ruptured brain aneurysm and it's difficult for her to be out of the house. The front desk people are rude, not helpful and move at a snails pace. The only good thing about this office is Dr. Mary Hettler. She's the best-knowledgeable, caring and expedient.