I chose this location for my family and I to get new glasses this year. My son and boyfriend both had an appointment at the same time, we put down a small amount toward both sets of glasses and was told that we would get a text once they had arrived. Well we received the message and my son went this morning to pay his balance and pick up the glasses. Well they gladly took his payment of $163 and handed him a paper and said we will call when they are in. I called back minutes later after speaking to my son about the situation, and when I called they told me that they had found his chart and that the glasses were actually there. POOR service on their part because if they know what their protocol is then they should have further investigated instead of taking the payment from my son so he wouldn't have left empty handed. When speaking to Bea she was understanding to why I was upset. Unlike Caroline the manager who thought it was okay to sarcastically apologize and then laugh and comment well there is nothing else for me to say other than I apologize and laugh while saying "I am sorry". When I got there to pick up his glasses, and one of the doctor's who asked if I was there to pick up my son's glasses, again wanted to sarcastically apologize for her staff's mess up and wasting mine and my son's time. When I explained to her that I worked in the medical field, her response was oh so you don't make mistakes? Of course I do but I OWN my mistake and don't laugh at my patient's. This was my son's first time going to handle something on his own and instead of it being something so easy and simple the doctor and office staff made it quite difficult. Hopefully my boyfriend's glasses don't magically go missing when he goes in to pay off his balance, you know since I have the text that says his are in as well!!!! I was due to have my eye exam this Saturday at 9AM and have now canceled due to poor communication, non caring and irresponsible office staff. WE WILL NEVER RETURN TO THE FREDRICKSBURG RD LOCATION!!!!! Working in any part of the medical field you take it serious and never laugh at the customer and FYI the customer is always right.
In response to your comment that has been attached to my review now.. I did not drive 5 minutes, I had to leave my place employment to walk to your location. So again for you to be a sarcastic jerk is inappropriate for someone who is a doctor! Secondly when I was in the office you simply responded to you will speak to your staff but in your response you don't feel that she was sarcastic. Your apology means nothing! So save it for someone else, you all messed up and can't own it! No wonder you're just an eye doctor.
We apologize that we made the mistake and didn’t see that your son’s glasses were here when he came to pick them up. A newer employee accidentally overlooked them. We truly tried to apologize and I personally heard the manager try to talk to you and did not think her demeanor was sarcastic at all. We are sorry you felt that way and had to make the five minute drive to pick up his glasses. Cynthia Trevino, OD
