Memorial Eye Center - Town Square, Sugar Land — Local services in Sugar Land

It's difficult to describe all the ways this location failed me as a customer. I would give 0 stars if possible.

Let me be clear: The doctor and nurses were lovely, and my medical exam went fine. They were respectful and kind. They were the only good part of my experience.

The sales staff, meanwhile, was neglectful, rude, manipulative, and unkind. They need to be retrained both from a sales perspective and from a human one. I was beyond shocked by the way multiple sales associates behaved, and I will never go anywhere near this place again.

One member of the sales staff initially made mistakes in communicating with me. This resulted in me purchasing products that were not to my taste, while I was under the impression I was purchasing something else entirely. When I asked for a return/refund, my request was ignored. When I pressed again for a return, I was treated with disdain, manipulated, and lied to. I ended up taking home very expensive products I dislike (though to their credit they offered a small discount, but one in hindsight I wish I had not taken). The sales staff kept telling me, "If you don't take these glasses home, we will throw them in the garbage. They will go to waste. Don't be wasteful." This is manipulative in the extreme, and I am shocked this kind of bully tactic is allowed in their establishment. I am only sorry I fell for it, because now I'm stuck with $400 glasses I will never wear.

Furthermore, I am a member of the LGBTQIA community. I go by a chosen name that differs from my legal name, which the doctor and nurses notated in my chart. The front-desk staff either failed to communicate with the clinic, or they belligerently chose to disregard the note. The front-desk agent repeatedly and loudly used the wrong name. When I directly asked multiple times to stop, he ignored me and did it LOUDER. Their sales team is NOT SAFE for my community, although the doctors/nurses are inclusive and respectful.

I wish this was all that went wrong. It's not.

They claimed certain glasses "are not manufactured" in the color I thought I was purchasing. I looked online and found the glasses in question are absolutely available in my desired color. When confronted about this, they backtracked, stating they meant they "didn't carry" the other colors and had misspoken. They had repeated a number of times that the glasses were not "manufactured" in that color and were very specific in their language. Either they lied intentionally, or they are woefully under-informed about their products. I am now convinced I tried on one pair in the store but was sold another.

When one pair of glasses failed to arrive, I called to check on them. A sales associate SCOLDED ME for calling! "YOU do not call US. WE will call YOU." She made no effort to physically check and see if the glasses were there. But when my glasses failed to arrive for another month, I called again to find they had been there for an unknown length of time. The staff blamed a system error and refused to tell me when they had arrived. Burying the details is not an appropriate response. I tried to point this out, and I was chased off the phone and practically hung up on.

I reflected after that and realized I did not want to give these people my money. With such poor attention to detail, I could not trust them to commission the manufacture of my medical devices with care or quality. I called back and informed them I would not be picking up the second pair of glasses. I asked for a refund. The woman on the phone said her manager would call me back. She promptly hung up on me.

When the manager called, she adopted a strangely smug tone and offered the same discount she'd given me before. She thought I was chasing a discount and was shocked when I refused. At that point she tried to manipulate me again using the "they'll go to waste" language! But then I recounted everything that had gone wrong, as outlined above, and she got very quiet. She stopped arguing and gave me the refund at last.

At that point, I think the extent of my poor experience...

Sad to inform that this place is not what it used to be. ELIZABETH really did her part in ruining the perception I had of this place. I have been going to Memorial Eye Center for a couple of years now. I recently moved to the Town Center location one and I was extremely happy and satisfied with the location, everyone was extremely nice and sweet, I've recommended this place to a lot of my family and friends, BUT until todays interaction over the phone I don't think i can say the same. I am beyond disappointed by how she handled my call and the service she provided. She was very dismissive about my concern, very rude and unprofessional. Right when she answered the call and I was explaining my issue she cut me off and asked for my number, I didn't like that but I brushed it off. As I begin to explain my concern she continues to cut me off, she says that its "a re-something" (a terminology they use in their office or in the eye Dr. industry) in which I told her if she could allow me to explain my issue because I didn't know what she meant by the word she gave me. When I finished explaining she said yeah its that, I re-iterate if she understood my concern because this specific issue can only be fixed by the Dr. and not by billing. The issue is that last year after my layoff I had until the end of the month to do my eye exam in which I did, when I finished the exam the Dr. said my vision actually improved so my prescriptions went from a -6.50 to a -6.25, after two days of use I realized the prescription was not good for me, at night I would see blurry and the lights would reflect really bad, so when I went to pick up the contacts that were under the -6.25 prescription I told the Dr. the prescription was no good and she said "Its okay, we are going to keep these ones here int he office (the -6.25 ones), and we are just going to place another order for the correct prescription of -6.50, and when those are ready you can come in and pick them up" I was extremely worried because I was no longer under the insurance when I had gone to pick up the lenses, she assured me that I had nothing to worry about, because I didn't take the wrong prescription box home and they were simply just going to order the correct box and they were going to fix it on their end. When I went to pickup the correct box, that was it because I had already paid for the contacts when I initially went in for my eye exam. So basically I paid for my eye exam and on the same day my contacts were also paid for through my insurance, but I still somehow received an invoice for that second box they ordered and its basically a charge I shouldn't be charged. I feel even more helpless now after calling for assistance, and to know that Elizabeth was very dismissing of my issue and concern, she even laughed and said "oh its because I'm on my lunch and the phone was ringing so I answered it" sounds kind of like she answered and wanted to brush me off quickly because I was interrupting her lunch time. Essentially I had to get someone else to call to attain her name, because in my original call when I asked for her name after I expressed to her that I wanted to speak to a supervisor because I felt like she really didn't want to help me to begin with from the beginning of the call, I ask her for her name and this lady ignored me, I asked again and she proceeded to say, you can call this number and they will help you, I was not done talking when she rudely disconnected the call. The most disrespectful thing someone can to do someone, disconnect the call when the person in this case when the client is still talking, and she completely ignored me 3 times when I asked for her name because she knew that she handled the call very badly, very unprofessionally so she found it easy to ignore the 3 times i asked for her name and to simply hang up the call. So if you ask if this place is recommended? I'd say yes, but then again if you have issues with your account you can count on being hung up on, ignored and not assisted by Elizabeth. I am so bummed...

My whole family has been coming to this location for several years. Their service has only declined over the years, and has finally hit rock bottom.

Tuesday 8/20 I came for my usual annual exam, 80% through my exam Dr Johnson decided that I have an infection, and decided to administer allergy drops, dry eye drops, and a steroid. I do admit that day I was having allergies, but my eyes were irritated one step further because they performed the puff exam on my eyes. However prior to arriving I had minor redness, no discharge, no itchiness, no pain, and no blurred vision. They said I wouldn’t be getting contact lenses because I had an “infection” and prescribed me steroid eye drops and OTC allergy drops. I had no glasses at the time, so they did give me 5 days of contact loaners. Shortly after the drops my eyes cleared up, and even the optometrist said “wow you’re eyes are perfect now!”.

They told me to purchase a rushed order of glasses from them since I have an infection, and to come back in 3 days for a follow up. Where I am to provide my medical insurance, so they can bill it for my infection. This is when they will provide me a contact lens prescription. When I was checking out, I requested the staff only charge me for what was performed, the annual exam. However when I got to the car I noticed she also charged me for a contact lens exam.

I was quite upset, but in a rush because I had a funeral to attend. I didn’t feel comfortable getting glasses from them because I felt I was being scammed. I went to target to get glasses. I received my glasses after a couple days, but something was off with the prescription and I couldn’t properly see.

I called the office Thursday 8/22 and asked if I could have my follow up with another doctor because I felt Dr. Johnson misdiagnosed me and gave me an incorrect prescription. They told me Dr. Zaibaq couldn’t see me until Friday 8/30. I informed them that I won’t have enough contacts to last me until Friday 8/30 and would need loaners. They said they wouldn’t be able to give me any. I have a -6 prescription and I need my contacts to work, drive, and do basic things.

I then asked for a refund for my comprehensive exam and contact lens exam but they said that they can’t even begin to assist me until the office Manager Sandra arrives on Tuesday 8/27.

I had no choice but to go to another optometrist at another office on Friday 8/23 and paid for a whole new exam and services out of pocket. The new doctor gave me contact loaners, confirmed I didn't have any infection, and another glasses prescription which included my astigmatism.

I go back to the eye trends to get a refund for the contact lens $99 exam they charged me for, which wasn't performed, which they did. I also asked for a refund for the eye exam $130 since they misdiagnosed me, gave me an incorrect glasses prescription and refused contact lens loaners until I could see another doctor in their office. Sandra of course refused to do that. However the absolute worst part is when I got there Sandra informed me Dr. Zaibaq was in on Friday 8/23, which was the exact day I went to another doctor, and that I could have seen him.

Needless to say I'm never going back to this office. Their refusal to refund me my $130, scamming behaviors of misdiagnosis to charge medical insurance and rush glasses purchases, and lack of basic human care and service is going to cost them several thousand dollars for the years to come. I already spent close to a 1000 getting glasses and contacts from other offices, and the rest of my family will no lounger come to this location. I hope one day you all know how it feels to have a -6 prescription and fear not being...