Eye Care Center - Malabu — Attraction in Lexington

This is a long one, but the associates, especially Kimberly, do speak to you rudely when there is an issue.

At first I was impressed with their professionalism, how clean the facility was, and the doctor who performed my examination. And even though I had previously booked an appointment and my wait time was over an hour to be seen, I still did not mind because it seemed as if it was a nice eye care center with a decent selection and affordable prices. This however is where my good review ends. It started when the frames I had chosen were not in stock. The frames did have to be ordered from the company and I can understand taking a long shipping time. However, what I do not understand is the lack of communication the Eye Care Center has with the client. After two weeks I had not received an update and was beginning to worry, however when I did call to receive an update on my ordered frames, I was answered by an employee that seemed upset that I was calling and could not give me an answer. I did finally receive an answer two days later and that was that they were unsure of when the frames would arrive, however they had been ordered and maybe in a week.

The following week my frames did arrive, I was asked to come in by 5:15 (even though the facility does not close until 6) in order to see my frames and place an order on lenses. I admit at 5:10 I was running late due to my work and heavy traffic and I wanted to be courteous, so I did call the facility to let them know that I was on my way and I would be there in about 10 minutes. That I knew it would be after 5:15, but the only thing I needed to do was place an order on lenses. (This is something I had tried to do when I ordered the frames initially because they were the ones I knew I wanted and the associate refused to allow me to do so.) However, I was answered with a hostile response and an attitude with the associate stating "that I was told to be there by 5:15 so I don't know if you can be seen or not." When they tried to reschedule a time, I did tell them I was unsure of when I would be able to come back again due to my heavy traveling schedule (this is not a lie, I travel quite a bit due to work and I often don't make it home until 8 or 9 at night) and asked if I really could not be seen as I would be there soon. With an attitude and a sigh I was told, "You can come in, but you were told to be here earlier, so I don't know what you expect us to do."

Now I know these might not seem like harsh words to you, however when you are speaking to a customer who was once excited about her glasses and tried to patiently wait and then has been dismissedand made to feel as if she was a burden multiple times, these are harsh words.

I did make it to the facility by 5:24, a whole 9 minutes late however I did not order the lenses and I did not take the frames. I asked for my prescription instead. I was extremely upset about the phone conversation and when I tried to speak to the associate named Kimberly about the tone of voice used over the telephone and my frustration with the situation in general I was once again dismissed and told, "I heard the conversation and I don't think she was rude. We don't have appointments, but I did ask you to be here by 5:15. It takes 30-45 minutes to put the information in and I don't want to go home late because of you." And then she turned her back on me and walked away like I was little more than a pest. Don't go here. From the way I was treated and looked down upon, it literally made me...

I've gone to their Richmond, KY location for several years and went to the Lexington location last fall for my routine exam; I have always been happy with my care. This past Thursday I was in a lot of pain after somehow managing to hit myself in the eye with a box. Forgetting that there was a Lexington office, I first spoke with someone at the Richmond location. She was compassionate and concerned, but unfortunately couldn't get me into the Lexington office at all, and I definitely couldn't drive to Richmond right then. I made an appointment for the following day in Richmond with the thought that I could arrange for someone to drive me by then. Minutes later I received a call back letting me know that Dr. Burchett could meet me at the office as soon as I could get there. A friend drove me right over and I was seen immediately. Turns out I had scratched off over 50% of my corneal epithelium, hence the intense pain. He was calm and efficient in diagnosing me and forming a treatment plan. I went back for my first recheck yesterday (Saturday) and saw Dr. Harris, who was also competent and kind. My eye is, according to him, nearly healed. I return tomorrow for a (hopefully) final recheck, and am extremely grateful to all of the doctors and staff that assisted and supported me during such a concerning injury and recovery.

Edit: I forgot to mention- I was impressed by how well my case seemed to have been communicated between doctors. I often dislike offices where I can't see the same doctor each time because of the lack of communication that often seems to occur, but I feel comfortable with that here based on...

I have been taking my son to this Eye Center for a couple of years. They have been unprofessional and unfriendly, however it was close to where I lived so I figured, I’d just push through it.

Their old location was small and there was not many kid friendly Options in the lobby to keep kids occupied doing their wait. They also did not have very many options of our eye glass frames for my son to choose. After choosing a pair, they did not fit well on his face. The lady had trouble tightening the eyeglasses and it was a loose fit for a very active boy. I scheduled an appointment for a day that my son would be out of school at their new location a week prior and went into the office and whoever scheduled the appointment scheduled the wrong day. The receptionist tried to rectify the situation by squeezing him in, however it would have been a 30 to 45 minute wait. We are switching to Simpson optical, they are more professional, friendly and it is an overall better experience (they have legos to keep active kids calm during wait time, which is important to me). We took those same glasses to Simpson to get tightened and they did an excellent job. I...