Optical Illusion

I’ve been coming to Raymond Opticians for almost 20 years and I have been extremely happy with their service. Rosemary has been there for many years and has always taken excellent care of me and my family. Their outstanding Dr always takes the time to get my prescription correct and check my eyes for any abnormalities that may cause me any trouble. I’ll be a customer there for life.

I am surprised to see the bad reviews of this particular location. I went yesterday for the first time since I have new insurance and my previous provider does not accept it, but this one does and I know many folks personally who use and like them. I met with Dr. Marques, a wonderful woman who I felt very comfortable with immediately and throughout the entire eye exam. She was thorough and personable, I really appreciated that I was able to tell her all my concerns since my last exam about a year ago and she addressed each one, without making me feel rushed. Once the exam was done, I was able to go about the frames at my convenience, after choosing a few I sat down with Rosemary and decided on one that I could get using my insurance. She informed me that they don't accept my husband's insurance at that store , but they do in the location that's very close to where I live, she wrote up the prescription and I will be able to take it there to get another 'free' pair on his insurance. I was always skeptical about going to 'chain' type vision centers (I say chain because there are several of them), but I felt great after my appointment and am sorry for having judged this book by its cover.

This location is one of the four lowest-rated in Westchester—and for good reason. I received my glasses about a month ago. Shortly after, I accidentally stepped on them and called to request a replacement. I was told I had to pay a $15 replacement fee. I explained several times that my insurance does not charge for replacements, but the representative insisted that Billing had checked the IMAS system and that the fee was required. She was polite, and we agreed I would confirm with my insurance and call back the next day. As expected, my insurance confirmed that replacements are fully covered and gave me the provider phone number for the store to call. When I called the store again, I reached a different employee who was arrogant and dismissive. I told her I had confirmed my benefits and was entitled to a free replacement. She replied that she had worked in billing for years and that I didn’t need to teach her the rules. When I asked her to call the insurance and offered the number, she sarcastically refused, saying she already had it and didn’t need to call. After I continued to insist, she offered the replacement for a lower fee “as a courtesy.” I said I did not need a courtesy—I am insured—and I would not accept any fee. I also said that charging me despite my coverage was improper. She became even ruder, telling me I should be grateful I got the glasses “for free” in the first place and should have the decency to pay a small replacement fee. I told her I was shocked by her tone and comments. When I originally came to the store, I simply asked whether they accepted my insurance. They verified my eligibility, ordered the glasses, and that was it. I am now requesting a replacement under the same coverage. She then scolded me for asking for a replacement only one month after receiving the glasses. I told her that was none of her business—insurance benefits are not subject to her personal opinions. She continued repeating that they gave me free glasses and were now asking only a small fee. I lost my patience and asked her to do what I requested and stop sharing her views. I said I would file a complaint with the insurance. She replied that I could complain all I wanted because they had not yet submitted the claim, which—according to her—gave them the right to charge me. She added that their company can submit claims whenever they want, within a year, and that the glasses were therefore a “present” until reimbursed. I told her their internal billing practices were not my concern. She then hung up on me. I immediately called my insurance and filed a complaint. This store lied by claiming the insurance required a $15 fee, then tried to “bargain” by lowering it, all while insisting they were doing me favors—giving me free glasses, asking only a small fee, and negotiating. None of that is true or acceptable. I regret not checking the reviews earlier. With a 3.8-star rating, I now understand why. The overall impression is that the staff—perhaps just one employee—behaves like an overimportant salesperson in a high-end boutique, acting as though selling glasses gives them authority over insured.

My wife and I never missed our annual visit to Thornwood Raymond Opticians, a treat we look forward to for more than 25 years. This year caring for our grandkids had gotten into our way. Rosemary came to save our day as always. With her warm heart and sharp mind, we were able to fit in for a last minute visit so not to miss our annual benefit. Yes, for Rosemary, it is always more than just your eyes. It is your heart as well. That’s why she feels like family to us in all these years. As for our eyes, Dr. Marques’ gentle and expert exam is reassuring. We feel confident with her guidance for our journey forward to preserve our vision health. We owe our lasting visual wellness to you, Team Rosemary! Thank you for being the vision guardian for all of us in the community!

Rosemary is great, and she knows her business well. I'm surprised by the negative reviews. I've been going to her for 20+ years. I've seen many customers come in and I have ONLY seen great customer service. I have NEVER experienced rudeness or a dissatisfied or unhappy customer.