Vision City Arlington

We have been going to Vision City for several years now. Dr. Martin is thorough and informative. He works with us on pricing whenever we have to pay out of pocket for something. His office staff provide great customer service, especially Natalie. She was polite, patient and helpful. We also really like their selection and style of the frames.

Today I arrived with my children for our first appointment at this office, looking forward to meeting the staff and doctor since we are new patients. Unfortunately, from the moment we walked in, the experience was disappointing. Upon entering, the atmosphere at the front desk immediately felt disorganized. The staff appeared more focused on discussing who had eaten, who was going to lunch, and other internal conversations than acknowledging arriving patients. One employee simply stood staring blankly while I waited several moments before speaking up. While I was checking in, I could hear the doctor in the back loudly asking whether someone had processed a refund because "the numbers are down." Hearing conversations about office finances being shouted across the clinic was unprofessional and created an atmosphere that felt chaotic rather than patient-focused. I understand it's back-to-school season and offices are busy, but that should never come at the expense of professionalism. As I was completing the required paperwork, staff attempted to take my young children to the back without me. When I stated that I would be accompanying them, their demeanor noticeably changed, and I was told I needed to finish the forms first. I made it clear that my children would not be going anywhere without me. Once we were in the exam area, the bedside manner was equally disappointing. The technician repeatedly instructed my children to "be still," "don't blink," and "it's just air," despite the fact that I was standing there watching them and they were doing exactly what was being asked. Nearly 30 minutes passed, yet they were still unable to obtain usable images. One of my children has sensory sensitivities, and after repeated attempts with the bright camera flashes, he became visibly overwhelmed and distressed. Instead of slowing down or adjusting their approach, I again heard the doctor loudly call out from another room, "We're falling behind schedule. What's going on?" That only added more pressure to an already stressful situation. Another technician then stepped in and instructed me to physically hold my son's eyes open so they could capture the images. At that point, I expressed that I was uncomfortable with how the appointment was being handled, but I still tried to cooperate. My son was clearly in distress, and I ultimately decided enough was enough. After spending nearly an hour there, we still had not completed an eye exam. I informed the staff that I was no longer interested in continuing the appointment and chose to leave. What upset me most was the complete lack of empathy. At no point did anyone acknowledge how overwhelmed my child had become, offer an alternative approach, or apologize for the experience. There was no compassion for my children and no genuine concern for the frustration and discomfort we experienced. This was, without question, one of the worst customer service experiences I have ever had. Families deserve to be treated with patience, professionalism, and dignity empathy, especially when caring for young children. Unfortunately, this office failed on all three.

Dr Martin was very knowledgeable and explained everything. The office area made me uncomfortable in the fact there seemed to be too many people around the desk area and seemed to be louder than in most medical clinics/offices. But I did feel I got a good eye exam. Was recommended highly by my wife and a couple of close family friends because of Dr Martin.

Have been using vision city for many years. Dr. Martin is great. He knew right away what was causing the holes in my husband’s retina/eyes…medication. This was years ago but it saved my husband’s vision. He notified his prescribing physician and sent my husband to the Retina specialist. I have a challenging prescription and they get it right every time. Everyone I have come in contact here is nice. I also liked the office staff interactions from how the physicians talk to the staff and how the staff step in to help each other… very important to me.

Exam was thorough, appointment efficient (didn't have to wait long) and staff super friendly. Dr. Martin explained some things I hadn't heard in the many years wearing contacts and glasses. Highly recommend!