My family has been loyal customers for years, dating back to when this office was located at Ingram Mall. We have continued to trust this practice with our eye care and have spent a significant amount of money here over the years, even with private insurance. Unfortunately, our most recent experience has completely changed our opinion. We purchased our contact lenses as we always do, but one of the lenses came torn straight out of the package. Like any normal person on a busy workday, I removed it, threw it away, opened a new one, and planned to call the office when I had the chance. It never occurred to me that I would need to save a defective contact lens as evidence. When I finally called, I was told that unless I brought in the torn contact lens that had already been thrown away, there was essentially nothing they could do and they would have to “see what they could figure out.” That response was honestly unacceptable. Why would a long-time customer be expected to dig through trash to prove that a brand-new contact lens was defective? A replacement for a single defective lens should not be this difficult. Contacting the manufacturer for a replacement seems like a simple, customer-focused solution. Instead, the responsibility was placed entirely on me. What is most disappointing is not the torn contact lens—defective products happen. It’s the way this situation was handled. After years of loyalty spent at this practice, I expected customer service that reflected appreciation for long-time patients. Instead, I was made to feel like my word wasn’t trusted over a single defective contact lens. I truly hope management reviews how these situations are handled. Standing behind the products you sell and taking care of loyal customers goes a long way. Unfortunately, this experience left us feeling undervalued and questioning whether we should continue bringing our business here.
