Urban Optix

I used to have great experience here, but the front desk stopped being helpful. They are lazy and don’t do their damn job. I’m assuming their the ones to order my contacts??? I’m unsure but it took them a while damn lifetime to order my contacts. One time I left my appointment and they said we have ordered your contacts. Then I call about two weeks after asking if they have arrived and the front desk tells me “Oh, we never placed the order. I don’t know what happened” that was in 2025 then 2026 comes same thing happens. I leave my appointment. I call about a week later asking if they’ve ordered my contacts and if they’ve arrived and they said “oh no one ordered it. I don’t know what happened.” as a person that hates wearing glasses, I had to wear my glasses for almost a whole month because of them. And I don’t know if anyone gets my pain, but I hate it doing that and they didn’t even care to try to accommodate me by giving me trial lenses or something. My doctor in Texas would have them ordered even before. I’m walking out of the front door. I really hope the doctor reconsider his entire front desk staff because their process is very poor and I’m very disappointed. I even had the time to come and write this review. However, my doctor is amazing. He’s very knowledgeable. But his front desk workers are slow. I don’t even care anymore. So I’m writing this review.

Great location. Just enough room in their area to do what is needed. Large selection of different brands. The whole staff was amazing when my wife and I went, especially the tech that prepped us for the doctor and the gentleman that helps you choose glasses. Luckily, you don't buy glasses super often because to me, the glasses and the add on's were still a bit pricey after insurance. Otherwise, we will continue to come here for our check in's.

I used to always have great experiences here. But this year, it seems there’s a new provider and operations team. The doctor was fine. But the front desk was awful. They forgot to order contacts for me even though I discussed it at length in my appointment and they even gave me a new prescription. They also gave me trial lenses and said they would be ordering a newer version of Acuvue that’s more breathable for me. They neglected to place the order for my new contacts in December and then when I called in to ask about the missing order, they said it was too late since it was January and it was too late to use any of my benefits. The front desk person tried to blame me for the mistake saying I told them I was planning to buy contacts elsewhere. I never said anything like that, and if they looked at my records they would know that I’ve always ordered my contacts through Urban Optix. She also gave some bogus explanation saying I signed some approval form, which has nothing to do with them NOT ordering the contacts and allowing me to use my benefits. Have already switched to a new eye center. Sad because I’ve loved coming here for years and have never had an issue until this last visit.

I had the most ridiculous experience with Urban Optix all before I even was able to walk through the doors. I booked an appointment a few weeks ago via their online portal. The appointment was scheduled for a Tuesday and I was all set to go. I blocked off my calendar and everything. The Friday before I received no communications from Urban Optix. On Monday, while I was at work I had two missed calls/voicemails and a text from Urban Optix stating if I didn't confirm my appointment by 4pm they would cancel. How ridiculous is that?! I was at work ALL day and when on the floor we aren't allowed our phones for LEGAL and SAFETY issues. Was I supposed to break protocol and risk my employment to respond to them by 4pm? Mind you this employment is what provides the vision insurance so that I can even patronize this practice. Make it make sense. If confirming is such a big deal why do they not try and confirm appointments more than 24 hours in advance? Why do they not have any auto text/email confirmation system like pretty much every other provider in Seattle does? The text I received was after the first phone call/voicemail and didn't even have a link to confirm the appointment. How does a practice with an online booking system not have a HOTW system for appointment confirmations? I called to give them some of this feedback and they offered to rebook me. However, I do not feel comfortable supporting a practice with such ridiculous protocols. Please be warned that even if you have an appointment it might just get cancelled because they felt like you left them on read...even if you are working so you can even have vision insurance in the first place.

I wanted to share a positive review since recently reviews have been negative and almost put me off coming here. But I couldn't be happier. Everything was explained to me so I understood what was covered by insurance and what wasn't. They took the time to help me pick my glasses. They rushed my order since I was heavily pregnant. Everyone was super helpful and friendly. Great range of specs and prices. Overall I would absolutely recommend.