Optical Shop-Fort Washington

Feb 2023

Be warned, THIS IS A TERRIBLE, HORRIBLE OFFICE. Below is a long story of what I went through as a patient. I came in and had a new prescription done. The Dr. said there were changes to my vision and I went to the optical department and picked out new frames. I ordered 1 new pair of all day glasses with transition lenses and told the staff that I'd bring a second pair of older frames next time to order the reading glasses (I need to different prescriptions). She put the order in and I paid nearly $500. She said it will be about two weeks before it will be ready. I received a call 2 weeks later that they were ready. I came in to try them on and make sure the prescription was done correctly. When I arrived, I tried them on and I told the staff that it was difficult to see. She said try them for a week and see how they are, that I'll get used to them. I asked if I could take them outside to see if the transitions are working and she said "you didn't order transition". I reminded her that I did and she said I never charged you. I was quite shocked since I paid almost $500 but I paid for the transitions again another $189. I went home to try to get used to the lenses and in the meantime, I gave her the second pair of frames to make the reading glasses and would return for a third time for the new transition lenses too. I went home. I couldn't even use them for an hour. I got a headache. I tried all week to wear them, but just couldn't. They called me another week later to tell me the readers are ready and the replacement lenses with transition. When I arrived I told her I just couldn't use this lenses they hurt too much. She got excited with me and said, "why didn't you tell me that when you picked them up two weeks ago? I wouldn't have ordered anything until we fixed the problem. I said, I certainly did tell you, you said to try them for a week. She said that she will have to make another appointment for me to come back in and have my prescription checked again. Perhaps there was an error in the prescription itself. I asked for one that day, she said there wasn't any. I returned to weeks later the doctor did the prescription again, and said it was different. She too, blamed me for the wrong prescription that she did. I went back to the optical department, gave her the new prescription so that she can order the proper lenses. The error ended up being only one lens and she ordered the correct lens for each frame. I came back again two weeks later to pick up the frames and lenses she put them in I asked about the transition and she looked shocked. She didn't order the proper lenses. This back-and-forth of ordering the wrong lenses continued to the point that I had to go back and forth between my house and their office a total of six times. At that point I was so annoyed I told her that she is failing to do her job, not paying attention and creating erro after error. I demanded to speak to her manager she became defensive, refused to take any responsibility. She couldn't even apologize. The manager came on the phone. She also refused to apologize or take responsibility. I told her that I was so annoyed that I will not be a patient if there's any longer and then I would be riding this poor review. I asked her, " how do you want this story to end? Do you want me to write the poor review noting that in the end you made it right and made me whole? That you discounted the lenses, or compensated me for my time and energy returning to your office 6 times. Or would you like me to write the review noting that you did nothing to make me happy as a consumer and patient of your office? I said the way you treat me going forward will determine the end of the story. In the end, the manager did nothing to make me happy, except re-order the frames and lenses once again, and force me to return to retrieve them. They did finally get it right. At that time I told him I want copies of all of my records, including every transaction and receipt involved in the order of thes