I normally NEVER write reviews, but after today, I left feeling infuriated. I’ve been a patient at Sansbury Eye Center for about 5 to 6 years, and the customer service has really declined over my last few visits. I went into the office today because I have a tear in one of my contacts and was hoping I could get a trial pair to hold me over until I could buy a box. I’m currently in between pay periods, so I explained that to the woman at the front desk. She told me they don’t give out trial pairs unless you purchase a box. She then looked at her coworker to ask what she should do, and the other young lady shook her head and said no. No, “Let me see what I can do.” No, “Let me check with the doctor.” No alternative. Nothing. And honestly, THAT is what really infuriated me. I understand policies. I understand that people take advantage of things and businesses have rules for a reason. But there also has to be some level of customer service, especially when you’re dealing with someone who has been a patient for 5–6 YEARS. Earlier this year, I had my eye exam which obviously is not cheap. That day, they didn’t even have my prescription in stock, so I never received the trial pair that I normally would have gotten at the time of my appointment. I didn’t purchase a box of contacts during that time because I still had some left from last year. So when I came in today needing ONE pair because I have a torn lens, I really don’t think it was unreasonable to expect them to at least TRY to work with me. I would have even paid for a single pair if they had offered that as an option. I wasn’t asking for a free box of contacts. I literally just needed one pair so my right eye wouldn’t continue being irritated. What makes me even more angry is that I’ve been in healthcare for years myself. I understand how policies work, but I also understand that sometimes you have to look at the situation in front of you and treat people like people. Especially loyal patients. There was absolutely no effort made today to help me, and that left a really bad taste in my mouth. And this isn’t the first time I’ve noticed the customer service decline. Years ago, the front desk staff knew patients by name. They were friendly, welcoming, and actually seemed like they cared about helping people. Now, it feels completely different. I’m honestly disappointed because after being a patient there for this long, I shouldn’t have walked out of an eye center feeling like I was asking for some huge favor when I was simply trying to get a contact lens to replace one that had torn. Unfortunately, after today, I will NEVER go back.
