Update: The office coordinator reached out and took over from a customer service standpoint. We had a good conversation and she owned their mistakes. She was able to get the glasses and overnight them a couple days later.
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The medical staff at Precision Eye Group were excellent. My issue is strictly with the optical department.
I was told my glasses would be ready in less than two weeks because I urgently needed replacements. Nearly three weeks later, one pair has been sitting there since last week, and I was told today that the second pair had arrived but still wasn’t verified and ready for pickup, despite being told earlier that it would be.
The sales experience was equally frustrating. I specifically asked for a basic, inexpensive pair of glasses, and the frames presented to me were supposedly among the lower-cost options. However, I wasn’t given a price up front. Instead, I spent over 45 minutes sitting in silence while the salesperson figured out how to add every possible extra into the system. By the time the total was finally presented, my “basic” pair ended up costing over $600, and at that point I just wanted to get out of there rather than spend more time undoing everything.
To make matters worse, when I asked if the unverified pair could simply be shipped to me once ready since I don’t live in the area and only work nearby occasionally, I was told they didn’t think they could even do that. Experiences like this make it easy to see why companies like Warby Parker and other online optical retailers continue to gain market share.
Great medical care, but the optical department’s communication, follow through, and customer service were extremely disappointing.
