Orbit Eyecare North Valley was awesome! They were incredibly kind welcoming and super fast and efficient. This is my second return to this location. BUT I do have something to say about the west side location and my experience with them. My glasses broke on Sunday morning so I scheduled a Friday appointment for 12, I realized I only had a couple pairs of contacts and didn’t know if I had enough to get me through the week so I checked to see if there were openings at a different location. I saw a 4:30 on Wednesday for the Alameda location on the west side office. I was super happy because this is sooner, and closer to my home and AFTER I got off work so I didn’t need to miss any work. I arrived about 4:15 where they tried to tell me I “never made an appointment”. I was very confused, and the lady who originally was talking to me was nice just also confused, but the Second Lady who entered the conversation was very rude. She again told me I didn’t make an appointment, then 1 minute later said “oh wait I see here you would be a new patient here not returning so you can’t even schedule an appointment” I said “yeah? When booking it asks returning or new and I filled out all my information for NEW patient like I had to?” And she then switched her words again to telling me I never made it and that they “can’t do anything for me because they already have a 4:20 coming in” mind you by this point it’s 4:16 and nobody is in that office but me. So I just looked at her upset and she said sorry about that. And I just left. I never got rude or animated, just visibly upset because I told her my situation and she said oh and kept scrolling her computer. But this is what got me. The SECOND I walked out the door I got an email stating they had to reschedule me because the time I selected no longer was available. Uh… you mean the time I selected 3 days ago? And I’m barely getting the cancellation/reschedule email WHILE I’m in the office? That’s awful and was not fair to me at all. It seems like I was double booked at my time, or they just didn’t pay attention to my schedule request and gave the appointment to whoever else. I was really upset at this point so my Fiance went in and asked her about the email and she claimed “I can’t control when the system sends emails” ma’am. That’s an incredible coincidence the “system” sent me a cancellation email immediately after I left your office for my appointment you claim I didn’t make in the first place. I’m a understanding person. If she would’ve admitted that it was a mistake on their part I would’ve been fine and said it’s okay I’ll go on Friday. But she lied and switched her story a few times and was very rude. I will never request that office again.
