Stanton Optical — Attraction in Mishawaka

I was incredibly dissatisfied with my experience at Stanton Optical. A few hours before my appointment, I was called to be notified that I would need to reschedule my appointment, as they did not have a doctor at all on Sundays and that my appointment was incorrectly scheduled. (This, after receiving multiple texts and calls reminding me of the date and time of the appointment)

On the day of my eye exam, my visit was a mix of waiting around for someone to assist me and then feeling very rushed when I finally did get someone to help me. The women there were friendly enough, but the atmosphere was very chaotic and unprofessional. Even though I arrived 10 minutes before my scheduled exam time (as they had requested), I did not see the optometrist until at least 15 minutes after my scheduled appointment. All the while (about 20 minutes), I was sitting there blind because the woman I spoke to first told me that I needed to take out my contacts to wait for the doctor. After seeing the doctor, I assumed that my visit was nearly over. Unfortunately, even though I just needed to order contacts and pay, I sat and waited for over 45 minutes just to talk to someone else.

When I finally did speak to someone again, she did not know how to order the contacts and asked one of her colleagues for help. The co-worker was helping another customer at the time, but agreed to help me at the same time. While helping the two of us, she left to go give an eye pre-exam to yet another customer. It was obvious that they were either way understaffed or overbooking themselves, but when I asked the woman if it was abnormal she responded that it was always like this. When she finally got the order figured out, I asked her how many contacts I would be getting (because she hadn’t asked me how many I would like to order), and she replied that, “Wow! This is a 4-year supply, which is a great deal!” I was a little bit skeptical since I have never been able to order more than a 1-year supply at the optometrist. However, I thought that perhaps if I could get an awesome deal on a lot of contacts, I could overlook the atrocious service. At the end of my visit, I had wasted two hours at Stanton Optical for a 15 minute visit with the optometrist.

A week and a half later, I got called to pick up my contacts and assumed that at least a pickup would be quick. When I walked in, I was instructed to wait in line behind the 7 people who were waiting for glasses pickups and fittings. I thought it was strange that I would have to wait so long just to pick up my contacts, but I waited anyway. Twenty-five minutes later when I got to the front of the line, the woman who helped me told me that I shouldn’t have had to wait in that line and directed me to another room to pick up my contacts. When she gave me the bag of contacts, there were only 2 boxes (a 6-month supply). When I asked about what I had been told on my previous visit (that I would be getting a 4-year supply), she said, “well, I don’t know… they only charged you for a 6-month supply.” I did not get an apology for being lied to about the contacts or for being told to wait unnecessarily in the wrong location.

In short, Stanton Optical provided me with the worst service experience I have ever had. They were overbooked, unprofessional and gave false information. If you have not yet made a decision on where you want to go, I would suggest...

I purchased my glasses out of pocket, no insurance, I was extremely pleased with the pairs I was offered with amazing customer service. When I went And picked up my second set of glasses, I informed The manager They were giving me severe headaches. She checked them and seen that the bifocal was done incorrectly, and she informed me that they should’ve never passed inspection. And offered me The blue For free Since They needed to be remade, Which I thought was amazing. Several weeks went by, and I called to check on them and was informed There was no order placed, and the glasses could not be found, Thankfully The sales manager remembered me And she informed me that she would personally Re-order the frames and make the glasses and I would get them ASAP, When I called today to check on the glasses They informed me that they would not be in for two weeks, which that was not stated to me prior, The woman Haley, that was on the phone with me Was very nasty and very rude And proceeded to tell me that I was receiving the blue for free Due to the inconvenience, which I told her the blue was offered because they were made incorrectly And that nobody contacted & the glasses were lost, and it took me calling in to check the status just to find out that there was no order and the glasses are no where to be found. She then laughed and says nobody lost your glasses ma’am So I asked her then where are they and she said is there anything else I can help you with and then when I asked her name She laughed again. It is not my fault that my glasses are missing And nobody Reached out to even inform me that they were missing It is not my fault that when they were made, they were made incorrectly, and then given to me, which caused me Severe migraines. The blue was offered to me because I had been wearing glasses that Had a wavy too high bifocal in just the left eye causing me To have a major migraine. The way that I was treated on the phone Speaking to Haley At the Mishawaka location was as if I was Lying, The gentleman that picked out my glasses And the woman that fitted me for my glasses were amazing But I will never go back to your facility After Receiving glasses that were Given to me To wear that Should’ve never passed inspection to quote your manager, And then my glasses being lost And nobody reaching out to me, And now with your Employee Haley Having the rudest Disposition a person could possibly have when your facility Is in the wrong. And yet I still do not have my glasses and was told it would take 2 weeks to get them. We are going on 6 weeks now this is absolutely ridiculous!! And Haley makes a comment well you’re getting the blue for free, personally, at this point, I would just like reimbursed I need glasses to see That is why I went to the facility!! I have always went to your facility for Vision needs I will not Going forward. It takes one bad apple to ruin the bunch,...

First, do your homework before coming to this place, then stay away.

Firstly- if you're going there for a contacts prescription, you MUST BRING EYEGLASSES to the appointment, OR PURCHASE THEM, in order to get the prescription you're paying for. No, it isn't common practice, nor is it told to you prior to your arrival. "Doctor prefers" - the offsite doctor that you'll never see, as they're doing everything remotely.

Their ads are misleading, they'll lie to you until it's time to check out and pay.

"Free eye exam" Online , plus Hailley told us that the eye exam would be free if we bought glasses. Bought glasses, full charge for the eye exam, and almost everything else you can imagine as far as contacts.

"We accept insurance " Again, we were told our cost for the contact portion would be discounted due to insurance, it check out, surprise surprise, we don't accept your nationally known vision insurance.

"Same day glasses" Yeah, if there's literally nothing special or needing personalized about your prescription.

Everyone is polite until you don't purchase yoour contacts through them, or hundreds in additional upgrades to their crappy selection of Chinese frames.

"Where will you buy your contacts, we can beat their price" Okay, what's your price so we can compare it online? "oh, we cant print that out".

Danielle was almost smooth about "let's just see what it comes up to if I add xxxx" . No Danielle , we were forced into buying these frames, we aren't adding additional purchases on top of it, so you or your store get the credit for additional sales. She then would talk over us, ignore our questions and then said "I think it's just time for you to pay".

It's nearly a month later, after the "your trial contacts will be here in a week". After 2 weeks the glasses arrived. Nobody had ordered the contact for my wife or myself. They order them that day, and tell us "we will ship them to your house". They arrived at Stanton last week, and we called yesterday, they were still there, and the "note" that was left for shipping them, at no cost, magically must have disappeared.

We tell them that we will just pick them up. Heather says she has them in her hand and will set them aside. The next morning when they open, we are there for them, and wait 45 minutes for them to explain that they can't find them, and they've searched everywhere. So they place another order.

15 minutes after they close, I get a call, and it's them telling me that they found them. Perfect timing. I've now had these 2 week trial lenses in for 3 weeks and leave town at 4 am for a week of work elsewhere.

After 2 plus decades in law enforcement, I enjoy attention to detail and honesty. This place is a complete failure on both accounts.

And to the person going to reply, ensure your facts are straight with your response, as it's going to be used with Corporate, the state board...