### Very Disappointing and Unprofessional Service
We have been seeing the doctors at this eye care practice for several years for our kids, and I want to make it clear that the doctors have always been excellent. They are caring, professional, and we have been very happy with the eye care our child has received from them.
Unfortunately, our recent experience with the optical department has been extremely disappointing and frustrating, especially given that this was my child’s first MiSight order and the treatment is time-sensitive.
The first issue occurred after we placed the initial MiSight trial order. We were told that the optical department would contact us when the lenses were ready. They later claimed that they had called and left a voicemail, but I never received any call or voicemail. As a result, we waited and waited and ultimately lost nearly an entire month of my child’s summer without the prescribed lenses.
After we finally picked up the trial lenses and the doctor placed the next order, I specifically emphasized multiple times that we needed the order to be processed and that I was waiting for their call. The staff member confirmed that our phone number was correct and told me that someone would contact me soon.
I waited from August 11 until August 28 and heard nothing.
Only after I repeatedly called to follow up was I told that they had supposedly called and left another voicemail, asking me to pay the bill before they could place the order, and that it would then take another two weeks for the order to arrive. Again, I received no call and no voicemail.
This resulted in another significant delay, and by the time we were able to move forward, school had already started and my child had gone more than a month without the prescribed lenses.
What was most disappointing was not only the repeated communication failures, but also the attitude when I explained that my child was without her contact lenses and that this was interfering with her treatment. Instead of acknowledging the inconvenience or apologizing for the delay, I was told, essentially, “Doesn’t she still have glasses?”
Of course she has glasses. That completely misses the point. We chose MiSight as part of her myopia-management treatment, and the issue was that repeated failures to communicate and process the order caused an unnecessary interruption in that treatment.
Mistakes can happen, but what matters is how a business handles them. In this case, there was no meaningful apology, no sense of urgency, and no acknowledgment of the fact that their lack of communication had caused weeks of unnecessary delay.
For a service involving children’s vision care, I expected much better communication, accountability, and professionalism. Unfortunately, this experience has been extremely frustrating and disappointing.
