Napa Valley Optometric Group

I had an eye exam and gas permeable contact lens fitting on Wednesday, December 11, and 8 days later I still had not received my contact lens prescription, despite having paid an additional fee specifically for it. When I scheduled the appointment, I asked how much the visit would cost, and this extra fee was not disclosed to me in advance. I only learned about it after the appointment. Had this been disclosed upfront, I would have made a different decision. I am a cash-pay patient. I was later told the delay was because the doctor was on vacation. Office staffing and vacation schedules are internal matters and should not delay a patient's access to their prescription or justify charging for a service that is not provided in a timely manner--especially when the patient relies on contact lenses to see and does not wear eyeglasses. I was left unable to see properly while waiting, with Christmas only a week away and needing to order lenses urgently. Charging an undisclosed fee and then delaying the prescription for over a week is unacceptable. I hope this office improves transparency, communication, and follow-through so other patients don't experience the same issue. Edit: I have sent them this email today, 9 days after my exam: "Again, I was seen in your office on Wednesday, December 11 for both an eyeglass prescription and a gas permeable contact lens prescription. At the time of my appointment, I clearly explained that I do not own eyeglasses and that I had lost my right gas permeable contact lens, making it urgent that I receive my contact lens prescription promptly in order to order replacement lenses. I am EXTREMELY near-sighted; wearing only one lens has left me unable to drive! I was explicitly told that my prescriptions would be provided the same day as my exam. It is now nine days later, and I still have not received my gas permeable contact lens prescription, nor have I received any clear or consistent explanation for the delay. Since my appointment, I have contacted your office multiple times. I have been given conflicting explanations, including being told the doctor was on vacation. This explanation is not acceptable. I provided prior gas permeable contact lens prescriptions, including one from last year and another from Arizona, as requested. Despite this, my prescription has still not been released, and no one has been able to identify a legitimate reason for withholding it. I want to be very clear: under the FTC Contact Lens Rule, a prescriber is required to provide a patient with a copy of their contact lens prescription immediately after the fitting is complete, whether or not the patient requests it. Under California law, a patient is entitled to timely access to their medical records and prescriptions without unreasonable delay. Withholding my prescription for nine days, without medical justification and without clear communication, places your office out of compliance with federal and state law. As a direct result of this delay, I have been left without functional vision, unable to order replacement lenses, and forced to repeatedly follow up with your office. I am requesting the following immediately: Release of my gas permeable contact lens prescription today, via email. A written explanation for why my prescription was withheld for nine days despite repeated follow-ups. A refund of the contact lens prescription fee, as the service I paid for has not been delivered in a timely or lawful manner. If this matter is not resolved promptly, I will have no choice but to pursue further action, including filing complaints with the California State Board of Optometry, the Federal Trade Commission, and other appropriate consumer protection agencies. I expect this matter to be resolved without further delay. I will not be able to see properly over a Christmas, which is very distressing!"

Terrible front desk service. I asked multiple times to have the doctor call me with a simple question and was flat out refused. No explanation, no effort to help, just attitude and dismissal. Communication was poor and the staff clearly didn't care about resolving anything. I've been going here for 25 years and never had an issue getting a call from the doctor before. Very frustrating and extremely unprofessional.

Dr Hadjivanni did an amazing job with the exam, but there was a problem with getting the glasses back in a timely manner;. When I did get them back the focus was off. I've had to wait almost 3 months to get my glasses and the lenses still wasn't right.

I had a great experience with Glasgow. She was patient and explained everything to me took the time to answer any questions offered helpful and proactive tips. The appointment was on time and she went the extra mile to make sure I was comfortable and had all the information I needed to make good decisions. One of my best Doctor appointments, if you're looking for an Optometrist in Napa Valley I have been to others, and this is absolutely the best team I have been a patient of.

Nice and friendly staff, from the receptionist to the doctors. I took my grandpa here years ago and they were very helpful, especially since my grandpa doesn't speak English and is easily confused, they provided him with someone who spoke Spanish and was very patient. When I went recently for myself, the doctor answered all my questions. The staff was very patient and helpful when I was choosing out my new pair of glasses. I never felt rushed or like they were trying to "sell" me anything, it was what is helpful and convenient for me. One thing that I appreciated is when they were unsure of something, they went out of their way to find the answer. Thank you Napa Optometric Group!

Pleasantly surprised at the professionalism, the cleanliness, and the entire staff. Dr. Herbert was amazing, very informative and funny! Lisa helped me pick out frames for my progressive glasses. She was patient, helpful and so sweet. She was essential in helping me pick out the right frame for me. So happy!

I just want to say that I had the best experience at this optometrist office. I've been dealing with an eye condition that could have been vision threatening. I needed a comprehensive eye exam quickly and could not wait 3 months to see a ophthalmologist. Not all optometric offices are create equal. I had been to another optometrist office before my visit to Napa Valley Optometric Group and I was given nowhere near the level of service I received today. This office had advanced equipment and my doctor was extremely knowledgeable and kind. I was able to get a complete eye exam in a very short time span and my doctor addressed every issue and explained everything to me step by step. She went above and beyond my expectations and made every effort to help me understand my situation. I was given a dilated eye exam as well a photo taken of the inside of my eye. She explained everything to me in excellent detail. I will try and get my doctors name and I will post it here in the near future. I just can't remember it at the moment. Thank you!

Doctor Kristen Glasgow is very friendly and easy to talk with. I wasn't sure(before my appointment with her) if the lasik eye surgery that I had in 2019 was going to work on a long-term basis to prevent my need for glasses. She examined my eyes & explained things to me very well. She allayed any & all fears that I had.