Sullivan Optometry, P.C.

I came here as a new patient due to it being family operated, and because they are also sporting good reviews on Google. I also want to preface this by saying, I’ve been wearing glasses for 30+ years. Upon arrival, the storefront was cute and clean! They had a lot of different frame options which is always nice. I was about 6 months overdue for a new prescription, so I knew there were going to be minor changes in my script…I was NOT expecting what happened next. I was called into the back room for the exam. I was asked to do a series of tests with these big machines I’ve never seen before, ok! New technology! Cool! When it came time to do the actual exam, I was in the chair for MAYBE 2 minutes. He flipped a total of 2 lenses and then we were done? It felt off, rushed…but I thought maybe those machines did most of the job. I pick out my frames (which I fell IN LOVE with) and go on my way. A few weeks pass and I give the store a call and ask if my frames had come in yet. I was told one did, but they were waiting on the other pair. Not even 10 minutes goes by and I get a call saying they “just arrived.” Ok! So I make my way down…this is where stuff gets interesting. I get to the optometrist, so ready and excited for my new frames…I try on the first pair, the prescription was wrong. It was like someone smeared vasoline on the lenses. They were SO heavy they were falling off my face and I couldn’t keep them on. I tried on the 2nd pair (Masshealth free pair) and same thing. Vasoline. I couldn’t see. I felt like Mr. Magoo. I explain this to the optometrist (Brian I think?) and he tells me to them and take them home and see if the prescription adjusts. Ummm…what? Like, I literally cannot see. I’m used to the adjustment period, and 100% of the time with new glasses/prescription…images get sharper…not so fuzzy that I literally cannot see a foot in front of my face. I told them I would not be paying for them or taking them home and I’d like some help. I handed back both pairs of glasses. He takes the Masshealth ones, throws them on the table and said “I can’t do anything with these since they are Masshealth. I’ll see what I can do about the other ones.” I didn’t hear back from them until 2 months later when the receptionist called me telling me my frames had been sitting there for a while. I asked if anything was done about my prescription or if I could have it done over…she said she would call me back about the issue and never did. That was 2 well over months ago. Mind you, I cannot go to another optometrist and get another script unless I want to pay out of pocket because I was already handed a script from my insurance company.

I stopped in to have my glasses adjusted. Justin was super quick to come out to help. He got them tightened back up in no time. He was extremely pleasant during the entire exchange. Just another reason to shop local. Justin deserves a raise for his exemplary customer service, oh, and business cards 😉

I called their office to verify a prescription. When the receptionist answered they didn’t know the proper answer and tried to tell me something I knew was incorrect; hence the call in the first place. I was then transferred and spoke directly to the doctor. During the conversation they were extremely rude and also could not provide proper answers (truly astonishing seeing what their business is). They seemed very frustrated over the fact I was simply trying to verify the incomplete prescription (pure laziness on their end) that they ended up hanging up the phone on me. Unbelievably unprofessional.

I walked in here on my lunch break to see if i could find glasses. They have a GREAT selection with so many different styles. They were very affordable as they take VSP insurance . The doctor had a few minutes, gave me suggestions, and sat with me to order them. They came in 1 week later, he adjusted them and i was on my way. I found them to be a little tight so i went a couple days later and they adjusted them. Everyone here was super welcoming and kind. I am upset with myself that i didn’t come here sooner!

Wanting to support my local business, I decided to forego a copay and visit Sullivan Optometry. The examination was through and very professional. Prior to the exam and wanting to confirm my responsibility of payment. To insure it was not going to be unreasonable, so I inquired through the office as I waited for the optometrist. After they contacted my insurance company the amount was less than $80.00, just $30.00 more than a copay if I visited an in network Optometry. Again I was willing to pay the extra to support local business. Receiving the invoice a little over a month after the visit. The invoice received was nearly $300.00. Revisiting the office and after listening of the explanations. They kindly reduced the balance to almost half. Even still had one known of the difference in cost to a copay, makes not good business sense to go through with the exam. Yes, next time I will and should have researched on my own. So much trying to go out of network and supporting my local business.