Dr. Rosen is an incredible eye doctor and one of the few doctors I truly trust to understand my complex hereditary eye issues. He’s unbelievably kind, thorough, and easy to work with. I genuinely don’t know how I’m going to find someone as trustworthy as him once he retires. With that said, I consistently get frustrated with the Trumbull office reception. I don’t have to see Dr. Rosen often, but when I do, the issues feel like the same pattern every time. For comparison, the Westport and Bridgeport offices are excellent. The staff are friendly, helpful, and easy to communicate with. Unfortunately, the same cannot be said for the Trumbull staff. Today was a perfect example. I called the Trumbull office at 9:35 AM (their hours state they open at 9:30 AM), and the phone system repeatedly said the office was currently closed. I called the Bridgeport office instead, and they answered right away, but explained I needed to reach Trumbull because they had my files. I tried Trumbull again at 10:00 AM and a receptionist answered. Halfway through me explaining my situation, I was placed on hold abruptly. I stayed on hold for 7 minutes and eventually hung up. When I called back, I was immediately put on hold again. More than once, I noticed she would take me off hold for a second and put me right back on without speaking. It genuinely felt like the goal was to keep me on hold until I gave up and hung up. After about 20 minutes of this, I called Bridgeport again to ask if they could help since the Trumbull receptionist clearly wasn’t willing to. The Bridgeport receptionist was incredible; she called Trumbull for me and told me they would call me back. Around 12:00 PM, I finally received a call back from Trumbull and was told I could pick up my contact trials anytime between then and when they closed. I showed up to the Trumbull office at 1:00 PM. A man was exiting the office and getting into his car, and I noticed a makeshift sign on the door that said they were closed from 1–2 PM. He told me not to worry because they were in there. When I looked inside, the receptionist was staring at me and indicating they were closed, even though I had been told I could come pick up my contacts. She eventually came to the door and opened it, and told me they were closed. I explained I was only there to pick up my contact trials and that I was on my lunch break. She went inside, grabbed them, handed them to me, gave me the nastiest look, and then slammed the door shut. I’m thankful I was able to get my contacts, but her attitude and the way this was handled is completely unacceptable. This is not a one-time issue; it’s been a continuous pattern with the Trumbull office. I have plenty of experience in customer service. It’s not hard to treat people with a basic level of respect. I understand they get busy, but it’s a small office with a limited number of doctors and patients at any given time. There is absolutely no reason patients should be repeatedly put on hold for long periods without any communication, or treated with this kind of attitude. Again: the doctor is great, but the Trumbull front desk experience is consistently awful and makes the practice look bad.
