I went to have my eye exam done in mid-January 2021 and wasnt told anything about not getting my eyes dilated until I was in the exam room they said there were going to take a photo of my eye. They didnt mention anything about having to pay for it. When I was done and went to check out they told me I owed $39.00 for my visit which should have been covered by my vision insurance, but because they chose not to dilate peoples eyes in their office and do the photo instead they charged a $39.00 fee that isnt covered under insurance. I contact my vision insurance and they told me that the store should allow people to know up front because the customer should have a choice to go else where instead of pay the $39.00 she told me that not all places refuse to dilate your eyes. It depends on the location. I called and spoke with the manager at that location and explained my concern. She hung up on me once called me a liar in a nut shell and placed me on hold for over 30 minutes and refused to assist me with my concern. She said that she would pass my phone number along. She refused to provide me with someone above her. Said she was sorry about my concern and that was the end of the conversation as she had other customers in the store she had to assist. I have been a customer for over 10 years and I will be taking my business elsewhere.

The customer care is just awful, it’s a fight every year just dealing with them, and now there is no provisions in place for covid. If you have a preexisting condition you’re just gonna have to go blind if you run out of contacts.

Did you know that eye prescription is good for a year but incorrect/bad eye exam prescription is only guaranteed for 60 day? My wife went to Family Care at Florence Mall on 6/28/16 and had her eye exam/prescription. She waited for eye glass sale to get her glasses, had her glasses made on 9/20/16 and found that she could not see well in this new glasses. I went back to the provider to have the lenses checked and found that the lenses were made correctly but the prescription was incorrect when compared with prescription from 2 years ago, new prescription was not as strong as the old prescription. My wife is 66 years old and there is no way that her eyes sight had improved but she was told that it could have on that day of exam. Since the prescription was over 60 days (they never mention or see this in writing), they could not do another exam without charge/to make it right. It is so sad that they do not have any sense of right and wrong and responsibilities. Very disappointed and will never back or refer this place to anyone.

My wife and I have gone to the practice adjacent to LensCrafters in the Florence Mall for years. Over the past couple of years weve noticed that all of the optometrists and staff that we used to see have been changed and that a new group has taken over. Today was the tipping point and we will no longer be seeing them. My wife had a routine eye exam and near the end, they had her try on some new contacts. She was only given the contact for her right eye and then was asked to come back to the exam room. The optometrist then examined both of her eyes and told her that both contacts fit well (she only had a right sided contact in). I am an emergency medicine provider and can tell you that it is extremely easy to tell if someone has a contact lens in even with our low end opthalmoscopes in the ED. It utterly confuses me that an actual optometrist could not discern that she didnt have a left contact in. Following this, she brought this to his attention and I would assume through embarrassment that he responded by essentially telling her that she was lying. She informed him that she was handed a right sided contact only and was told that they would get the left, but hadnt done so. She was then again accused of lying stating that they indeed handed it to her. Nonetheless, even if they had handed it to her, that is poor behavior. They then went and got a left sided contact, had her put it in and then didnt check this eye. She then asked for her eyeglass prescription and measurements as we prefer to buy our glasses outside of LensCrafters and was refused this information. This is illegal as it is your right to obtain your medical records. I could understand if they had a policy (like we do in the ED) where you cannot hand over the records on the spot, but if this is the case, you are to be given information on how you can obtain your records. This was also not provided. My family will certainly steer clear of this practice from now on as this behavior and lack of professionalism wouldnt be tolerated anywhere that I have practiced.