Auburn Family Optometry, Inc.

I was greeted promptly and kindly when I walked in. Destiny then helped me with glasses. She was friendly to both me and the previous customer. As someone who has worked in the eye care industry, I appreciated her knowledge and helpfulness. She worked efficiently and didn't try to upsell me on things I didn't need. I walked in with an outside prescription and I'm glad to have been able to support a small business with great staff!

This is a lesson in the difference between customer service and professionalism. I came into this establishment on July 11th for an eye exam and to order a pair of sunglasses and normal glasses. I order and they say it'll be there in 2 weeks. 2 weeks comes and goes, and no contact from Auburn family optometry. So I go in to ask what's going on. Lo and behold, they sent my order to the wrong lab. Whoops! Now if this were the only transgression I may have let it lie, however when I came to pick up my sunglasses when they finally arrived after over a month, they had a defect! A melt mark near the nosepiece (image attached) and I requested a new pair be ordered. They said it would be a rush job. No word from auburn family optometry for 2 weeks so I go back in. Guess what? THEY NEVER ORDERED A REPLACEMENT. Now I was allready planning on leaving a bad review but today is September 5th, and once again I was given a pair of replacement sunglasses, however this time covered in scratches so deep you can feel them with your fingernail. This has been an extremely inconvenient issue for me as I have been in to Auburn family optometry 7 times in the past 2 months. Now I know this is likely the labs fault however the level of unprofessionalism on display at this establishment is astounding to me and I find it unbelievable that they maintain this rating while treating their customers as such, sending orders to the wrong lab and not even ordering.

Very satisfied with my first eye exam here! Everybody was friendly, helpful, and professional. I left with no questions unanswered. I will be back within a week to purchase my prescription glasses.

Excellent service for an urgent same day appointment. All staff were extremely helpful and courteous. The technician and doctor were both very efficient and knowledgeable. My 90 year old mother needed glasses and the optician could not have been more accommodating. All staff are also very professional and skilled. My family can't thank you enough. Excellent frame selection as well! Thank you!!!!

Great experience! The staff and doctors are very kind and respectful people. I like the level of professionalism and treating me with importance. Thank you so much!

This was my first visit to Auburn Family Optometry and it was great. All of the staff was very friendly and thorough. I felt very comfortable and left very satisfied with my visit.

I had an eye exam there on June 27 for new glasses. The staff was polite and the optometrist who conducted the exam was professional and knowledgeable. After the appointment, I selected lenses for my new frames and was told they would be ready by mid-August, and that I would receive a call once they arrived. On August 15 I called to check the status. The automated system said the order was on its way and should arrive in "2-5 business days." On August 21 I called again, received the same automated response, and asked to speak with a representative. I explained that I needed my glasses before September 4 because I had upcoming events that required me to use them. My old pair was broken and no longer had the correct prescription, so these new glasses were important. I even asked if they could contact their lens provider to see if the order could be expedited, even if it meant that I had to pay additional cost. I was assured that the provider would be contacted, that my glasses would likely be ready in time, and that I would get a follow-up call with an update. That call never came. I tried again on August 28 and was given the same reassurances, but again without any follow-up. On September 2, I was told a note to the provider had been sent that day--two weeks after my first inquiry and just two days before I needed the glasses. Once again, I was told there was a good chance they would be ready by September 4, and that I would receive an update first thing in the morning. No update ever came. This same pattern repeated until September 4. I understand that delays from a manufacturer are not always in the staff's control, and I appreciate that everyone I spoke with was polite. But there were things that were in their control--like contacting the provider earlier, being realistic about timelines, and following through on promised updates. I was told more than four times that I would get a call the next day, and each time I waited, no call ever came. As a customer, this left me feeling like my concerns weren't taken seriously until it was too late. More than a month has passed since my order, and I still don't have my glasses.

Everyone at Auburn Family Optometry is pleasant, knowledgeable, and thorough. We were very comfortable during our visit and we're looking forward to our next visit to pick up our glasses. They took great care of us and our visit was quite enjoyable.