My sister and I went to the Newark, NJ location, we both received eye exams by two separate physicians. My exam went smoothly and I had already picked out frames and made my deposit. My sister was dissatisfied with the physician who performed her exam. She felt the exam was inadequet and rushed, she felt the physician did not listen to her needs, or concerns.
When we requested a second exam which is will within her rights as a patient, we were immediately told that she could not receive a second exam today and she would have to wait for the head physician to come in one day during the week for a second exam. When advised that she had just started a new job and was unable to take off during the week, the office managet told us oh well, you need to prioritize and make sacrifices.
We requested again to have a second exam done, at this time the Head Physician “Magically Appeared” and denied the request for a second exam. My sister had been without glasses for abt two week prior to coming in for the exam, and understanding that they wanted her to see a specialist, did not negate the fact that she needed glasses at that moment until she could accrue some time with her new position in order to take off work. Needless to say, your office manager was extremely rude, unprofessional, and disrespectful. At one point as we are trying to gain clairification on the matter, telling us I dont have time to go back and forth with you, the answer is no, now please leave! I work for a healthcare provider and a patient mistreat is not something that should be tolerated.
We came to patrionize This company because we have several friends who have come in and received what was described as good service, I also got my son a pair of glasses from there several months ago. I made a call today to your East Orange office to get my perscription filled there, and was again met by a ruse individual who instead of trying to resolve the issue and help us move forward with a positive business relationship, told me to go patrionize another business because I was unhappy with the service that I received, and it is the same office manager at both locations. I find that hard to beliece that 1 person can be in two places at the same time. So again, rude, condescending, disrespectful customer service.
No matter how popular your business is, that does not mean you can provide horrible customer service to someone who is looking to join your list of satisified customers. Customer Satisfaction should be your goal, new business is new business and it will always come and go, but building loyal customers who will come back, and refer many others is what all businesses strive for. I will continue to write my review for this company until I receive a call from someone to resolve the issues that I have addressed. In the process of supporting this business, we were also cash paying customers both pair of frames would’ve neen purchased from our own pockets, not through our insurance companies due to the frame selection.