Bennett Family Eye Care

We feel terrible! We wish we could have responded more quickly to this, but back to school is one of our busiest times of the year and patient care has been our first priority! We strive for the best customer service possible, period! We feel sad that this patient was not happy We think the fact that we are booked out a month shows our patients love us and are willing to wait However, we try our best to get patients in as quickly as possible, but some parts of the year are busier than others Good quality products are the only thing we carry in our office We only want to offer our family of patients the best, as if they were part of our family Our staff and doctors strive to match patients with products that match their visual needs We never push patients into any products While we have many, many patients that love progressive lenses, there are others who do not It is our responsibility to educate our patients on what their options are based on what they tell us their needs are As this patient noted, she works a writer and uses three different devices She wanted one pair of glasses to aid in all these distances A progressive is the best option for this But, we always tell our patients there is an adjustment period, and some patient take longer than others We even talk about how to get used to them and that it can take several weeks We would never bully someone into purchasing something as we know it leads to unhappy patients As this patient noted, it took her two weeks to actually decide and place her orderAt no point during the process was this patient ever rushed We note how long patients are in our office on each encounter On August 21, when this patient came into the office to pick up her first pair of glasses she was with the optical team member for over minutes In fact, we kept the office open late to help her As we do with all patients picking up their glasses, the optician walked her through tips on how to start to use and get used to her glasses To our dismay, this patient refused to even try the glasses we had made for her We were disheartened that she would not even try to use them for more than one minute in the office before refusing to take the glasses We had an internal meeting the next day and came up with some options we could try to make this patient happy and still address her visual needs We reached out to the patient and set up a special appointment time based on her schedule that she could meet with our optical manager one on one to discuss her options They discussed lens options other than progressives, but it was mutually decided that progressives were still her best option That day this patient also met with the doctor (at no additional charge) to see if any changes in the prescription would assist this patient in adjusting to her new glasses A second pair of lenses was made at no additional cost to the patient as fast as we could We were excited because we thought we were taking really good care of this patientUnfortunately, when she came to pick up the new pair she again refused to wear them for more than a minute She agreed that the distortion was better, but she decided without even trying the glasses that she would not wear them We were able to convince her to try them in a real world setting over the weekend Again we reviewed tips and tricks of how to get used to progressives that work for most of our patients, like putting them on in the morning and only wearing them sitting until feeling comfortable! Unfortunately, on the Tuesday after Labor Day weekend, we talked to the patient and she was still unhappy She stated that she wanted the glasses to be made into distance only glasses that same day Because lenses are custom made with exact prescriptions and coatings we cannot have all the options on site at our office, but we do have some lenses for emergencies This patient was clear that she did not want to wait We explained that we were happy to take care of this problem on that same day, but we did not have lenses in the office for immediate use with the transitions and non-glare coating she wanted We gave her the option of using what we had or ordering a third pair of lenses to be made for her again at no extra cost Even with making the glasses a third time, we never limited the patient on her optionsIn summary, on August 11, this patient placed her first order for her glasses with top of the line progressives, non-glare coating and transitions By September 9, we had made her three different custom pairs of glasses We never charged her any additional money over her original co-pays even though we made three sets of lenses This patient posted this [redacted] review before picking up her third pair of glasses We still offered her good service, as we would any other patient We made every effort to make this patient happy and feel sorry that we missed the mark

We feel terrible!  We wish we could have responded more quickly to this, but back to school is one of our busiest times of the year and patient care has been our first priority!  We strive for the best customer service possible, period!  We feel sad that this patient was not...

happy.  We think the fact that we are booked out a month shows our patients love us and are willing to wait.  However, we try our best to get patients in as quickly as possible, but some parts of the year are busier than others.  Good quality products are the only thing we carry in our office.  We only want to offer our family of patients the best, as if they were part of our family.  Our staff and doctors strive to match patients with products that match their visual needs.  We never push patients into any products.  While we have many, many patients that love progressive lenses, there are others who do not.  It is our responsibility to educate our patients on what their options are based on what they tell us their needs are.  As this patient noted, she works a writer and uses three different devices.  She wanted one pair of glasses to aid in all these distances.  A progressive is the best option for this.  But, we always tell our patients there is an adjustment period, and some patient take longer than others.  We even talk about how to get used to them and that it can take several weeks.  We would never bully someone into purchasing something as we know it leads to unhappy patients.  As this patient noted, it took her two weeks to actually decide and place her order. At no point during the process was this patient ever rushed.  We note how long patients are in our office on each encounter.  On August 21, when this patient came into the office to pick up her first pair of glasses she was with the optical team member for over 30 minutes.  In fact, we kept the office open late to help her.  As we do with all patients picking up their glasses, the optician walked her through tips on how to start to use and get used to her glasses.  To our dismay, this patient refused to even try the glasses we had made for her.  We were disheartened that she would not even try to use them for more than one minute in the office before refusing to take the glasses.  We had an internal meeting the next day and came up with some options we could try to make this patient happy and still address her visual needs.  We reached out to the patient and set up a special appointment time based on her schedule that she could meet with our optical manager one on one to discuss her options.  They discussed lens options other than progressives, but it was mutually decided that progressives were still her best option.  That day this patient also met with the doctor (at no additional charge) to see if any changes in the prescription would assist this patient in adjusting to her new glasses.  A second pair of lenses was made at no additional cost to the patient as fast as we could.  We were excited because we thought we were taking really good care of this patient. Unfortunately, when she came to pick up the new pair she again refused to wear them for more than a minute.  She agreed that the distortion was better, but she decided without even trying the glasses that she would not wear them.  We were able to convince her to try them in a real world setting over the weekend.  Again we reviewed tips and tricks of how to get used to progressives that work for most of our patients, like putting them on in the morning and only wearing them sitting until feeling comfortable! Unfortunately, on the Tuesday after Labor Day weekend, we talked to the patient and she was still unhappy.  She stated that she wanted the glasses to be made into distance only glasses that same day.  Because lenses are custom made with exact prescriptions and coatings we cannot have all the options on site at our office, but we do have some lenses for emergencies.  This patient was clear that she did not want to wait.  We explained that we were happy to take care of this problem on that same day, but we did not have lenses in the office for immediate use with the transitions and non-glare coating she wanted.  We gave her the option of using what we had or ordering a third pair of lenses to be made for her again at no extra cost.  Even with making the glasses a third time, we never limited the patient on her options. In summary, on August 11, this patient placed her first order for her glasses with top of the line progressives, non-glare coating and transitions.  By September 9, we had made her three different custom pairs of glasses.  We never charged her any additional money over her original co-pays even though we made three sets of lenses.  This patient posted this [redacted] review before picking up her third pair of glasses.  We still offered her good service, as we would any other patient.  We made every effort to make this patient happy and feel sorry that we missed the mark.