Clarkson Eyecare

Run as fast as you can from this place. There is a reason you can get an appointment so quickly, wish I had read reviews before entering this establishment because obviously since it has been sold to a corporation and they brought in their poorly trained office staff this place has gone down hill. The incompetence of office staff is ridiculous. Like others we waited a month for glasses because the incompetency of staff, not ordering items as they should, overcharges, rudeness and most importantly breaking the Eyeglass Rule which The FTC enforces, Eyeglass Rule - gives you the right to get your eyeglass prescription immediately after your exam -- whether you ask for it or not - fines for not adhering to the rule can be $50k+ per incidence. Still waiting on my prescription btw.. Perhaps the manager who claims to have 25 years in the business should focus on ensuring every patient gets their prescription as required by law immediately after exam instead of focusing on being a slimy used car salesman and train her staff how to use the software to charge correctly so there is no overcharges and all orders placed are done correctly. Buyer beware and check your receipts thoroughly. I have reported this facility to the Federal Trade Commission and will be contacting the State Attorney General for breaking the Eyeglass Rule also will be contacting the insurance company as well to let them know the kind of service this facility has provided as well as letting them know they are not in compliance with the Eyeglass Rule.

The Doctor I have been going to was 2 months booked and I was down to my last pair of contacts, so I took a Dr. I had never seen, but I had gotten my brand of contacts from here the last time so I did not see a problem. I brought my old contact lens prescription box in and set it on the counter and told the first assistant that I wanted the SAME contacts as I have been wearing for 15 years. She did her testing and then the male Dr. and his female assistant came in and preceded to tell me that my contact lens was patented in 1977 and that there are better brands and lenses now. I said, my Accuvues are comfortable and that is all that matters to me as I wear them 12+ hours a day, so he preceded to ignore my request and threw out little barbs like I don't think they make them anymore, and we might not be able to get them, but that was an hour and a half into the greuling exam. Meanwhile, they fitted me with B&L astigmatism contacts that felt like a had sharded glass in my eye and one literally almost popped out of my eye after I squinted. I told the Dr the clarity was a 10 but the comfort was a 1. My contacts clarity is a 7 but comfort is a 10. Anyway, I walked out with a trial lens of the contacts I knew I would never be able to wear more than a few hours. The following Monday I asked for my prescription and it was tailored for the B&L astigmatism contacts, so I could not even order the contacts I pleaded for and now I was out 327 dollars. I called up after getting the prescription and asked to speak to the Dr. I have gone to for the last 25 years and the receptionist said that she was busy, and that they would relay the message I had for her. I mean this was some straight up bs. I can't talk to my Dr. I have had for 25 years? She was in private practice and she was awesome. Now I can't talk to her or email her to let her know what happened because the receptionist mafia like customer service. I have seen other reviews where they had loved this Dr. like I did but that it was not the same after getting in with Clarkson. I have not had a situation like this in years, where you cant even talk to your long time Dr. Meanwhile the dr. I had was like a used car salesman practicing the old bait and switch. So now I am headed to a competing lens company that has an exam for 99 dollars and can prescribe my old brand of contacts. Worst customer service I have had in years.

I ask in advance if Clarkson accedpt medicare payments as an assignment, meaning they take the medicare as the total payment.
Clarkson assures me that they do.
I get the exam.
Then, they start send bills to me for part of the fee.
Stay away from them.

We purchased a gift certificate to Clarkson back in December 2020 as a Christmas present for our son. Knowing that he has not used this gift certificate, we are looking for a credit on our credit card. We have been told that they cannot issue a credit on our card for this gift certificate, that they just do not do that. They went on to explain that they could give a store credit less money because of the time which the card was bought up to now. So now we have a certificate that won't be used, and they have our money of $350.00.
Since we have had service there only once, and we were not very pleased with the service that we received we have found another eyecare for us to get the proper eyecare that is required. We still have the original receipt in which this certificate was purchased, however they tell us that they can't reimburse us for the certificate that was originally purchased. If this was known at the time of purchase, we would still have our $350.00, not them.
In closing, we will not consider going to them for anything. We highly recommend to everyone not to use this company for your eyecare needs. Your sight is more important than the service that was received.

I am 70 years old and I did my homework with my insurance before I went to Clarkson so I knew exactly what was covered. After my exam they wanted to charge me for test they had done without asking me if I wanted that done. This was not covered by the insurance. They did take that off my bill and I was very thankful for that.

My glasses came in two weeks later I went in they handed me my glasses I put them on nobody looked at them on my face to see if everything lined up nobody gave me anything to try to read to see if the bifocals were working right And I told them I can’t see clear one eye is kind of off. A lady standing in the back said it’s the end of the day give it a few days and don’t wear your old glasses. I’ve never had this experience before I put the glasses on and I can tell the difference I can see better someone always sits down and looks at the glasses To make sure everything’s lined up right they give me something to read so the bifocals are working properly but Clarkson didn’t do any of that. I checked with a few other people to see if this was the proper procedure and they all agreed with me that it was not.

I am not a satisfied customer.

The staff at this location is extremely rude, the person I just ordered contacts with overcharged me. Then sent me an email writing on the attachment. Please direct this to your local corporate office and find out who I spoke to, she needs to learn how to talk to a customer. I was on hold multiple times for more than 20 minutes. This location has always talked about customers with other customers sitting right there in the lobby. We can hear them being plain nasty. DON'T EVEN BOTHER WITH THESE LITTLE "GIRLS" AT FERN CREEK

Back in July of 2021 (the 17th I believe) I went into Clarkson Eye Care (South) at Hwy K and N in O'Fallon, Mo. I needed to order a pair of everyday glasses with my new prescription and I also wanted to order a new pair of sunglasses. I have worn glasses since I was 16 and I am currently 42 years old, so I am no amateur at this process. I had already picked out a pair of sunglass frames at Lens Crafters but wanted to purchase them along with my everyday pair at Clarkson Eye Care near my home. When I went into Clarkson I picked out a pair of everyday frames and sat down with a tech to set up my order. At that time she told me they do not carry the pair of sunglass frames I wanted and that I would have to go purchase them from Lens Crafters and bring them in to them to send off to their lab for the prescription lenses. We went ahead and sent the everyday pair into the lab since those were most important and I was going to buy the sunglasses and bring them in to Clarkson once I got them to send into the lab. I found the frames on Amazon and ordered them. I got the frames in and took them into Clarkson that following week. I had went in to order all of these at that moment because I had a trip coming up in August and knew that should be enough time to get everything back. I waited and waited and my trip came and went and I did not have either of my glasses back so I was still wearing three year old glasses which takes me back one year. A year prior to this, I ordered a pair of glasses from the Clarkson Eye location in Lake St Louis, Mo. I got them in and started to wear them. This was the beginning of COVID and masks, and the new pair of glasses hurt my ears so bad that I could not wear them. I went in several times, over a three month prior to have them adjusted, each time the tech telling me "it just takes time to get used to them.". Me thinking maybe she was right, maybe it had to do with the masks, and that I would give them more time. I was never able to wear them and by the time I figured this out Clarkson told me I was out of the grace period to exchange them and I never wore them.

So back to this time around. Around Aug 4th I did get a call from Clarkson informing me that both pairs of glasses were in and I could come to pick them up. Upon arrival at the store I was told to have a seat and that the tech would be with me in a moment. I sat and waited 20 minutes until asking what was taking so long. At this point one of the ladies came out and told me that the lab had sent my sunglasses back with no prescription lenses. She told me she would send them back to the lab, rush order (since I had my trip coming up Aug 13th) and that she personally would follow the order and make sure to inform me weekly with an update, never got one call from her. I asked if I could at least get my everyday glasses and then had to wait another 10 mins. When the tech came out with my everyday pair, I put them on and immediately could not see right out of them (remember I have been wearing glasses for 25 years). I informed the tech and AGAIN was told, "it takes about two weeks for your eyes to adjust." So I left with my glasses and gave it two weeks until I could no longer take it. I went back in to the store (after my trip) and this time asked for the manager. We sat down and she looked at my lenses and right away told me the tech had ordered the wrong lenses (I have a really bad stigmatism) and she would need to send them back to the lab. Now, at this time, I still had not gotten my sunglasses. The office manager told me, when I asked about the sunglasses, that they should be in that following Monday and asked me if I wanted her to send them back because they would also have the wrong lenses in them. I told her I wanted to come up and see them when they got them in and we could talk about sending them back at that point. The following week she called me and told me she took it upon herself to just send the sunglasses back because she knew I would not like the lenses. So here we were, over a month later and I had not laid my eyes on my sunglasses and still did not have the correct everyday glasses yet. I waited another couple weeks and called the store to ask about the sunglasses. I was told they would have to call the lab and find out the status and would call me back by the end of business day. The following day I had not heard back from them so I called again. Again, I got the run around and told there was some confusion with the status and they needed to call the lab again. I told the office manager I would give her until 4 pm to hear back or I would be calling her. 3:30 came around and I called the store. I was told by a physician, that came on the phone when I got really upset, that the office manager had gone home for the day and that to her understanding, the lab had lost my frames somehow and that the office manager would call me the following morning. Around 9:30 the following morning the office manager did call me and told me that the frames were not lost but in-fact broken by the lab and that she had to call another location and order the frames (I was told originally they did not carry those and that I would have to purchase them out of my pocket somewhere else) to send to the lab to add the lenses. At this time I put a call into their corporate office and left a message for the district manager to call me. About a week later the district manager called me and left me a message with her personal phone number so I called her back and had to leave a voicemail message and she NEVER called me back.

I want it known that over the 25 years of wearing glasses I have always paid for the best lenses, high index, scratch resistant, the works and I have NEVER scratched or broken a pair of lenses or frames. I finally got my everyday glasses back and then about a week before my second trip on October 2nd, I got my sunglasses in. I went to AZ on October 2nd and then on October 6th when my husband and I checked into our hotel in Las Vegas, I dropped my sunglasses on the carpet in hour hotel room and guess what?! BOTH lenses got a scratch. Upon returning home, October 9th, I called the Lake St Louis office (I refused to work with the O'Fallon location ever again). I talked to a Michael about the whole situation and asked him about replacing the scratched lenses in my brand new sunglasses and he told me "we will replace them at no charge to you and you do not have to give us the frames. We will order the lenses and call you when they come in and we will put them in the frames here at the store." I waited two and a half weeks and called and they had no update. A few days later I got a call from Candy telling me the lab could not cut the lenses until they got my frames so now I had to send my sunglasses back in again. I waited until around the week of Dec 20th and I got a text, not a call, but a text telling me my glasses were in the store. I went in to pick them up and the store manager (Emmy) greeted me and told me, before handing me my glasses, that the lab had not put the mirror coating on the lenses (which I paid extra for) so she had called the lab and spoke with a manager and was going to monitor the whole process of making yet another set of lenses for my frames. At this point I asked Emmy about a complementary (2nd pair) set of sunglasses and she told me to pick out a pair and she would send them in. I picked a pair or Ray Ban and Emmy told me this pair would actually go to Ray Ban's lab for the lenses and that Clarkson has nothing to do with them once she sends them in. This pair took about two weeks and Jasmine, from Clarkson called me when they were in so I could go pick them up. I went in and while there picking up my Ray Bans, I asked Jasmine to look into an update on the lenses I am still waiting for. She told me that they in-fact had gotten lenses 3 times from their lab and all three came in without the mirror coating. She told me she would call the lab, AGAIN, and call me with the update. About a week later I went in because I was not seeing right out of the left side of my new Ray Bans to have them check the lenses. At this time Candy (the new store manager) looked at them and insisted the lenses were right. When I asked her for an update on the lenses at the lab, she copped an attitude with me because I have lost my patience with them. She told me that I should remember that her and the district manager comped me a free pair of Ray Bans for all my problems. I corrected her by saying, "Emmy is the one that agreed to giving me the Ray Bans after I asked for them."

On December 30th I called the corporate office and spoke with a Kate. I explained the whole story to her and told her how I had gotten a message from the district manager and then after leaving a message on her personal phone never received a call back. Kate told me she would compile all the info and send it up the chain. She told me since it was the day before New Years Eve she would ask me to give her until the following Friday and if I had not heard from her to call her back. I waited until Jan 10th and called her back, leaving a message. As of the 12th I had not heard back from Kate so I called again. Later that day Kate called me back and acted as if she had no clue what I was talking about. When I reminded her of my story and speaking with her on Dec 30th she remembered and asked me if nobody had called me back. I told her that I had not heard from anyone and that I was in-fact on the BBB website and filing a complaint. She told me at that point she would send my info up the chain. I asked her if she had not done that yet since that is what she told me she would do back on the 30th. She told me she was going to send it to the regional manager and that I would get a call. Guess what?! I have not heard back from anyone. I did get a response from the BBB and I will copy that below.

I am sorry for the long winded story but I am fed up! I have asked, through the BBB that Clarkson Eye Care refund me of ALL out of pocket funds, still provide me with the correct lenses that I have not gotten, and for them to reverse/back out all claims to both my vision insurance and my husband's vision insurance. My prescription will expire come April and I will most likely need new glasses and I will not have coverage since I am only allowed one pair per 2 years.

To whom this may concern, Clarkson Eyecare offers the free and convenient service of adjusting glasses, including frames not purchased at our practice like Miss [redacted] caseThough Clarkson offers this free service, we are not liable the glasses not purchased from us within the past yearClarkson Eyecare has made several attempts to reach out to Miss [redacted] to work with her and resolve this Thanks,

To whom this may concern, Clarkson Eyecare has reached out to Mrs [redacted] regarding her refundWhen working with Mrs [redacted] , we determined the refund was submitted by Clarkson Eycecare to the HSA company on the date requestedClarkson Eyecare worked with Mrs [redacted] and her HSA company to research where the delay was coming fromThe HSA company reviewed the flaw in their system and applied the discount to the patients accountWe would like to Thank Mrs [redacted] for bringing this to our attention and would like to apologize for any inconvenience this may have caused her Thanks,

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to meWhen I spoke with [redacted] on the phone she said I should receive the money by January 8th and if I don’t I should call her back and see what can be done Sincerely, [redacted]

Initial Business Response / [redacted] (1000, 10, 2015/10/22) */

To whom this [redacted] concern, [redacted] came in for an eye exam on 9/17/Our insurance group researched her benefits and found she had a discount planOn 09/22/2015, [redacted] called to inform us that she should have better benefits than what we showedOnce further research was done, we discovered she had two insurance plans and one of them should cover a portion of her totalClarkson Eyecare re-filed a claim with the insurance company on 09/24/and received payment on 10/08/The insurance covered her routine exam in full, a portion of the cl exam and nothing for the routine photos [redacted] will be refunded the $dollars the insurance paid Clarkson***'s refund was set to be mailed to her early next week as this process can take a few daysWe understand that the patient feels inconvenienced while waiting for a refund after insurance has paid usWe have sped up the process and hope to have the check mailed out first thing tomorrow morningAlso, Clarkson Eyecare is going to refund [redacted] the $photos for patient satisfactionThis will give [redacted] a total refund of $We have reached out to [redacted] to see if there is anything else we can do for her

To whom this may concern, Clarkson Eyecare recognizes that we had an unusually long delay in our refund process We truly regret not handling this process better from the beginningThis particular delay was brought to all the appropriate leaders to make sure this process does not happen again in the futureClarkson Eyecare has reached out to the patient, cut their check and delivered it to the location that was most convenient for them to pick it upWe have also offered both Mr [redacted] and his wife a free pair of sunglasses for their inconvenienceWe apologize for our delay in processing the refund and look forward to assisting Mr [redacted] and his wife in the future

To whom this may concern, Clarkson Eyecare recognizes that we had an unusually long delay in our refund process We truly regret not handling this process better from the beginningThis delay was brought to all the appropriate leaders to make sure this process does not happen again in the futureClarkson Eyecare has tried to reach out to the patient with no success We had Mrs [redacted] ’s refund overnighted to her house as soon as this was brought to our attentionWe apologize for the delay in processing the refund and look forward to assisting Mr [redacted] in the future

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to meI received a phone call from the District Manager from Clarkson Eyecare and called her back on 10/We discussed the situation and she informed me of their decision to remove the chargesThe conversation was very congenial and I appreciate Clarkson Eyecare's willingness to hear our side of the storyAs mentioned originally, we have been a customer for several years and have had great experiences in the pastWe plan to continue to patronize Clarkson Eyecare going forward Sincerely, [redacted]

On Saturday, July 1st I received a check from Clarkson Eyecare billing department for the $I was owed The check was dated for June 29th, the same day the Revdex.com forwarded my complaint to Clarkson Eyecare Coincidence, I think not Thank you very much

Revdex.com: I would like to let someone know that Clarkson Eyecare has resolved our complaint [redacted] ***

Initial Business Response / [redacted] (1000, 5, 2015/07/20) */ To whom this may concern, Mr [redacted] had an eye exam with Dr [redacted] on 05/20/2015, During the health check of Mr [redacted] 's exam, the doctor notated that she felt she needed further medical testing to ensure proper diagnosis and treatmentIt is a requirement for doctors to diagnose and treat any concerns they may find during an eye examThe doctor did do additional testing the day of the exam and asked Mr [redacted] to return in a week for further testingMr [redacted] did receive a bill that was to be filed to his insuranceThis balance has since been removed and filed to the proper partyWe apologized to Mr [redacted] for any confusion on his medical care with usWe are always concerned about the health of our patients as it is our top priorityDr [redacted] is always available for questions if Mr [redacted] would like her to explain again what her findings wereWe have offered Mr [redacted] a complimentary pair of reading glasses for his troublesWe hope the convenience of a second pair of glasses will show our good faith effort to resolve his complaint

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Sincerely, [redacted] ***

To whom this may concern, Clarkson Eyecare has reached out to Mrs [redacted] regarding her dissatisfaction with her glasses. We offered some solutions to Mrs [redacted] but she decided to bring the product back to our location for a full refund. We apologize for any inconvenience we may have caused Mrs... [redacted] and hope to work with her in the future.