Cascade Eye Center: Hoffman W Jay MD

Feb 2023

we used to use Cascade exclusively when Dr. Barbour owned it. We won't be going back again, staff is rude and there is literally no customer service. so sad it changed so much. Miss you Dr. Barbour.

Sep 2022

I used to go Cacade Eye Center for a couple of years and then stopped going once I got LASIK. I should have kept going, I know. But it's hard when you now have perfect eyesight. But this past summer I started having some eye issues after 8 years post-LASIK and so I went to make an appointment. I checked to make sure they accepted my new Blue Cross/Blue Shield vision plan and according to the website, they did. I waited a couple of weeks for my appointment and when I showed up and start filling out my paperwork they suddenly inform me they don't accept my insurance! What a waist of time! So disappointed. They lost my business forever.

Apr 2021

Word to the wise: Take a picture with you cell of your glasses the moment you hand them over, in the hands of the person that cleans them, or you'll lose out hard. Cascade Eye Center destroyed my Ray Ban frames and blamed me.I've been a loyal customer at Cascade Eye Center for over a decade. I ordered my last pair of glasses with insurance in August 2020. Due to COVID-19 delays in shipping, it took about 6 weeks for them to arrive. I finally got them, and was handed warranty paperwork at that time. The glasses ended up making me nauseous due to a new coating on the lenses I was trying. I took them back on the 3rd day of having them and asked them to reorder new lenses with my normal anti-glare coat. I asked if they wanted the glasses to fit the new lenses because I can't wear them. No, they didn't want them.Weeks went by I called. "Be patient, COVID is making things slow." I called for months. "Be patient, it's COVID," they'd say. I gave up after several months of calling and came in person to check. Only then was told they'd just never placed the order for my lenses in the first place. The optical manager informed me that I should have called them more. I should have been checking in more frequently, and it was my fault-- I was now out of the warranty period for replacement. But, *graciously* she said, she would void my warranty and reorder the lenses. So, they screwed up and graciously took my warranty away. I gave up and said fine. I asked again if they wanted my frames to fit the lenses. They didn't.After several weeks, the lenses came in, and they didn't fit the frames at all. Finally, they asked for the frames I'd repeatedly offered, and got my new glasses to me yesterday. Not only did it take them until mid-April of 2021 to get them right, but they were handed to me brand new, voided warranty and all, because remember: The customer is supposed to parent the optical department to do their job beyond regularly checking in.Now, when I arrived, I was so excited to be done, I asked them to clean my classics. I love this pair of Ray Bans I bought from Cascade Eye 3 years ago, I take remarkable care of them. I mentioned this to the woman who was to clean them, telling her, "They are my favorite, please be careful." She came back with them and had completely removed the shine/finish from the frames. they looked like someone doused them in nail polish. "What happened to my glasses?!" I asked alarmed. "What do you mean?" she replied. I said, "You took off the finish of my glasses, entirely." She rushed back and I could hear her talking to someone else. "Oh my god, what do I do? I cleaned them and it came off, all of it." to which the person in the back replied, "Just tell her that happens sometimes." I watched the woman try again to wipe the frames. She then came out and gave me a bottle of glasses cleaner and told me, "Maybe something got on there while I was cleaning them? Here, you can try to fix them with this." I said, "The finish is gone. Cleaning them won't change that. I have a client shortly, and I have to go, but I really don't think cleaning is going to work." I took my glasses home.I called Cascade Eye Center today and spoke with The Dalles office manager. She essentially let me know that I was lying, that my glasses were three years old, and that they had no way of knowing I didn't just bring in totally destroyed glasses in the first place. After hearing my frustration, she quipped, "Well, I think they do a great job in Optical."Like, really? Y'all destroyed my glasses and called me a liar, then you've got snark at the top of the chain? I asked for a call back from the administrator. She said, "You're not my first tantrum," and I should pay for the frame replacement with their gracious 20% discount. So, more money to them for screwing up? This is by far the worst local customer service I have ever had, and I'v