I would like to preface this review by saying that my actual eye doctor at VW, Dr. Mistry, was amazing. She was professional, knowledgeable, and kind. She's the primary reason why I'm not giving this review only 1 star, and if all you care about is the doctor correctly evaluating your eyes, then feel free to ignore the rest of this review. This review is about my overall experience as a customer.
My first appointment was about two weeks ago. I walked in, and there were about 6 employees on the floor and only 2 customers. None of the employees acknowledged that I walked in (they were too busy on their cell phones). I walked up to the desk, and one of the receptionists finally saw me and gave me some paperwork to fill out. I understand that being on your cell phone doesn't necessarily mean you're bored or not working, but there was a serious lack of awareness and warmth in the center. Nobody was smiling, and no one seemed to be particularly happy to be working there.
A young lady came out of the back and took me through some preliminary eye machine focusings. I wish I remembered her name because she was actually very pleasant, talkative, and nice to be around. After that, I met Dr. Mistry, she further examined my eyes, and we talked about different options for contact lenses, as I needed a new prescription. They had to order me trial lenses, which would arrive in about 2 weeks, then I would try them on for a week to make sure everything was perfect, and then I'd come back for a third appointment to pick up my official year-long supply of contact lenses.
I received a call from VW a few days ago, letting me know that my contact lenses came in, and so we agreed that I'd come in this morning at 9:15 AM. I got to VW at 9:10 this morning, and no one else was there. The store was closed, even though it says on the door that they open at 9 AM. At 9:15- when my appointment is supposed to start- there's still no one there. 9:20 goes by. Finally, at 9:25, two employees show up and open the center. No one apologized for being late (although the man at least said "good morning" to me), even though I told them that I had an appointment ten minutes ago. No one seemed to be aware that I had an appointment. No one even called me to say they were running late. Another lack of basic professionalism.
One of the two employees who showed up was clearly still half-asleep, and had no idea what to do. She was completely unaware of my appointment, couldn't find my trial lenses, and just gave me the whole year-long supply of contacts (that I was suppose to come back for in a week after testing out a trial pair) and lazily said- and I quote: "You have two different eyes so can you figure out which pack is which?"
Now, without context, it's reasonably funny for someone to arbitrarily point out that you have two different eyes. I figured she meant that my right eye needs a toric lens because it has an astigmatism, whereas my left eye doesn't (and therefore just requires a typical spherical lens), so I told this to her and she just told me to open up both packs and take one of each to put into my eyes. After doing so, at around 9:30, Dr. Mistry came in and noticed that I was incorrectly given the year-long supply instead of the trial lenses, which she apologized to me for. She apologized for the confusion, and tried her best to explain that the employee was new. Dr. Mistry also told me that her own hours don't start until 9:30, so she wasn't sure why someone made an appointment with me for 9:15 (since the optometrist obviously needs to inspect your eyes with the new contact lenses before you drive home).
Fortunately, the contact lenses seem to be perfect, so not needing to change the prescription means that they won't lose money on an opened year-supply pack. I'll be returning in a week to confirm that my contact lenses are fine, and to pick up the rest of the year-long supply. I just hope that my eyes continue to be open, awake, and aware, even if the VW center and employees aren't.
Log In
