I am extremely disappointed with the experience I had at your office last week.
I brought in my 5-year-old daughter to be fitted for glasses and met with Austin, who sized her and informed us that it would take approximately six weeks for the glasses to be ready. He mentioned that your office does not accept her insurance (Medicaid and EyeMed through my State plan) and suggested we look elsewhere. While money was not the issue — my primary concern was ensuring my daughter could see clearly in class without further struggle — his handling of the situation were unacceptable to me.
After measuring her pupillary distance (PD), I asked for the measurement so I could order glasses online in the meantime, where we could receive them in two weeks compared to 6-8. Austin refused, stating that they “don’t give out that information” because “people will just order glasses online. and that they don't want to be at fault if they don't fit right” Hearing that was shocking and frankly, unacceptable. It felt as though the priority was protecting a sale rather than a child’s immediate need for vision correction.
I had fully intended to purchase the pink glasses my daughter was so excited about directly from your office, despite the insurance issue. However, after that interaction, I refused to spend another minute or dollar there. I immediately went elsewhere and ordered her a new pair, ensuring she would have what she needed without unnecessary delay.
It is deeply concerning that your staff would rather withhold essential information and force a 5-year-old to wait six weeks—straining her eyes and impacting her learning—rather than simply provide a PD measurement to a concerned parent. This experience has left a lasting negative impression, and I will not be recommending your office to others. Although the lady who was working behind the desk was very pleasant with greeting us when we walked in.
